Please help!!!!

[ustinkyu]

This is the first time this has ever happened to me but, i was issued a travel incident report the other day 22nd March due to my railcard.

I have a valid, online railcard which i show through the app. You are unable to screenshot and screen record this app die to safely measures. My ticket was inspected at the station and i was asked to show my railcard. Which is great because i have a valid, in date card. However, the app must have had a problem and i was met with a ‘network error’ which when clicking on the option said “missing photo, refresh after 60sec’. Has this happened to anyone else with the app?

I tried to refresh a couple of times but it still did not work. The officer in this time took all my details, then once my ticket was printed my railcard loaded. It just needed a phone reboot and the officer apparently couldnt take back the ticket despite me now showing the proof. This all happened within 3 minutes so he could have also waited and maybe offered some help?

He didnt say anything about what will happen next and just shooed me along.

With the ticket now what will happen? How long for a letter in the post or do i have to write an appeal to them first? He took pictures of my railcard error, and you can see my No.ID to show i do infact have a valid card. This has never happened before so i’m not sure what to do?? Please help thank you

 

[jfollows]

See the formal conditions of travel at https://assets.nationalrail.co.uk/e...3/National_Rail_Conditions_of_Travel_2024.pdf, section 8.6, 8.7.

8. Railcards
If you use a Railcard to purchase a discounted Ticket, you must carry the Railcard (and
have it available for inspection) when you travel. The Railcard must be within its period
of validity when you travel (in other words it should not have expired).
The Railcard may have additional restrictions which will apply to any Tickets you buy
when using it.
If you have a Railcard, you must ensure that the information on it can be read by rail
staff. On occasions this printed information may fade over time. If your Railcard starts
to become illegible for this reason, we will replace it without charge. This can be done at
any station with a Ticket office or through the Licensed Retailer from which it was
purchased.
When you buy a national Railcard the full terms and conditions will be provided. They
are also available from www.railcard.co.uk, and on request from all staffed Ticket
offices.
If you are travelling with a Railcard discounted Ticket and are unable to present the
Railcard when asked by the staff or authorised agents of a Train Company, you will be
treated as having joined a train without a valid Ticket and Conditions 9.1 – 9.5 will apply.
However, if you were unable to present the Railcard because you had forgotten to carry
it on that particular journey or mislaid it, the Train Company concerned will refund any
fare or Penalty Fare paid in accordance with Condition 10.
In order to claim such a refund, you will need to contact the customer service
department of the Train Company that charged you the additional fare or Penalty Fare,
providing the full details of your Railcard, together with the additional Tickets you have
purchased or any Penalty Fares notices. A maximum of one such claim will be considered
in any 12-month period

In response to the letter send proof of a valid railcard and that will be that. Any penalty you might have paid will be refunded, or withdrawn if not paid.

Travel Incident Report implies that you have only been reported so far.

Do not contact them until they contact you.

 

[bakerstreet]

I believe this is a known issue.

See this thread.

Digital Railcard Issues (National Rail Railcard App)

Not my railcard, but an experience of a friend of mine. Railcard had been working fine and contained photo. Suddenly this afternoon, this message appeared Upon pressing refresh, railcard displayed successfully again, with photo. A few questions. – Has anyone else experienced this? –...

www.railforums.co.uk

From @jamiearmley

Member​

That message displays when there is insufficient data - bandwidth - whatever you want to call it to download the full rail card image.

It occurs when the rail card requires to be downloaded, - from memory - and I stand ready to be corrected on this- a download is required when the rail card has not been opened for 7 days.

Basically the rail card requires to be redownloaded every 7 days (or if not redownloaded some other kind of check with the main server) to ensure that it is a valid rail card on the correct device.

What we have been told is that when this screen presents itself as long as the top and the bottom of the screen are the correct colour, the Railcard is valid. If not valid, such as expired, the whole image is grey.

It is happening a lot more often than previously and I'm not sure why that might be. However, you should have no issue presenting the above screen if the refresh does not produce the full digital picture.

 

[Hadders]

Welcome to the forum!

The train company will write to you in the next few weeks saying that they have received a report and are considering prosecuting. If you send a short, concide replyt saying that you were unable to show your valid railcard due to a technical issue with your phone, and enclose a copy of your railcard (you can't take a scteenshot of it but I'd take a photo of it using another device) then this should satisfy the train company.

Feel free to post a redacted copy of the train company's letter in this thread along with you r draft reply and we can proof read it for you.

 

[jumble]

This is the first time this has ever happened to me but, i was issued a travel incident report the other day 22nd March due to my railcard.

I have a valid, online railcard which i show through the app. You are unable to screenshot and screen record this app die to safely measures. My ticket was inspected at the station and i was asked to show my railcard. Which is great because i have a valid, in date card. However, the app must have had a problem and i was met with a ‘network error’ which when clicking on the option said “missing photo, refresh after 60sec’. Has this happened to anyone else with the app?

I tried to refresh a couple of times but it still did not work. The officer in this time took all my details, then once my ticket was printed my railcard loaded. It just needed a phone reboot and the officer apparently couldnt take back the ticket despite me now showing the proof. This all happened within 3 minutes so he could have also waited and maybe offered some help?

He didnt say anything about what will happen next and just shooed me along.

With the ticket now what will happen? How long for a letter in the post or do i have to write an appeal to them first? He took pictures of my railcard error, and you can see my No.ID to show i do infact have a valid card. This has never happened before so i’m not sure what to do?? Please help thank you

If the officer has made a note that he subsequently saw a valid railcard you may well never hear anything if the prosecutions office display the slightest bit of common sense.

 

[Chrius56000]

. . .It's worth noting that you CAN screenshot a Railcard purchased via the Trainline App – I certainly can on my on Moto G31!

. . .Would this screenshot be accepted by a T.O.C. if they started arguing the toss about my ticket, etc.?

. . .(I normally get my tickets as C.C.S.T. as ToD from Walsall Station TVM, but occasionally I may have to get them electronically if I use TrainSplit!)

 

[Hadders]

. . .It's worth noting that you CAN screenshot a Railcard purchased via the Trainline App – I certainly can on my on Moto G31!

. . .Would this screenshot be accepted by a T.O.C. if they started arguing the toss about my ticket, etc.?

. . .(I normally get my tickets as C.C.S.T. as ToD from Walsall Station TVM, but occasionally I may have to get them electronically if I use TrainSplit!)

Screenshots of railcards are not acceptable.