Help with buying online

Check that there are no typos in your email address – and that it’s the same address you used when you set up your account.

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First, make sure you’re using the most recent password reset email in your inbox. Then try to clear your cache.

This is pre-set to Today + 2 hours; change it by selecting the ‘Date’ field.

Pre-set to One Adult; change it by selecting the ‘Passenger and Railcard’ field.

Add your Railcard details before you select ‘Find trains’ to get the best tickets and details of each route.

If you want the flexibility of more than one central London stations, select ‘London Terminals’.

If you want to use buses, tubes, trams, DLR or other National Rail services in London, select ‘London Travelcard Zones 1-6’.

We’ll always show you:

1. the best value ticket – preselected at the top of the list
2. other single and return fares – starting with the cheaper ones
3. more expensive tickets like First Class further down the list

Select ‘Show ticket details’ to see more info on the ticket, and scroll down to see higher price tickets.

We’ll ask you to choose a train for when you come back.

We can send your tickets in the post if you order them at least three days before your trip.

We assume you’ll want to collect your tickets at the station you’re leaving from. Let us know if you want to pick them up from a ticket machine at another station.

Once you’ve chosen a collection option, your ticket will be added to your shopping basket. You’ll have the chance to review it and add another journey before you pay.

You can expand the journey details in the order summary to double-check the train times and your seat reservation.

We’ll send you an email confirming your order once you’ve paid. If you can’t see the email, check in your junk or spam folder.

Select ‘Journey details’ to see more info on the time of your train and your seat booking.

You can do this under ‘Purchase history’ in your account.

Any unused eVouchers from our previous system will have been moved over to your new account.

From your online account you can access your preferences under My Preferences from the left menu of your account.

From there simply check the boxes next to the preferences you choose to receive, and click submit:

• Travel and service updates
• Days out inspiration and exclusive promotions
• Auto Delay Repay

To comply with data protection laws and to additionally protect minors we by default choose not to send under 16’s any marketing or promotional material. If you want to receive promotions from us please toggle the slider to confirm you are 16 or over.

Yes, as long as they have access to a payment card and the booking reference shown on your email confirmation. The tickets cannot be issued without these.

Our website allows customers outside the UK to register with us and purchase tickets, but we are unable to deliver overseas. You will be given the option to collect them from the station.

Please get in touch and we can resend this to any email address you would like this to be sent to.

You can collect your tickets from any National Rail station which has a ticket machine.

If for some reason you cannot retrieve your tickets from the machine, you can collect them from the ticket office. You must remember to take with you your booking reference number and any credit/debit card in order to collect tickets.

*Remote areas and Islands of Scotland will take longer to reach. Orders placed on Saturday or Sunday are despatched on Monday and delivered on Tuesday. Orders placed on a Bank Holiday are despatched on Tuesday and delivered on Wednesday.

If you have chosen to have your tickets delivered, tickets purchased by 16.00 will be processed and dispatched within 24 hours of booking using Royal Mail First Class post.

Please allow 5 working days for delivery.

Please note we are unable to guarantee delivery of any unsigned for first class post, and would suggest using a ticket machine at the station as it’s quicker, easier and free of charge.

Any customers whose tickets fail to arrive after 5 working days should contact Customer Services.

If you have chosen to collect your tickets at the station, please enter your payment card and booking reference from your confirmation email into a ticket vending machine to collect your tickets.

Please note, we are unable to guarantee next day delivery, if this is a requirement then we recommend you use the Next Day Special Delivery option.

NEXT DAY SPECIAL DELIVERY
Order your tickets by 16:00 and we will guarantee delivery the next working day* £6.00 (inclusive of VAT) guarantees delivery before 13.00 and provides insurance up to £500.00.

*Remote areas and Islands of Scotland will take longer to reach. Orders placed on Saturday or Sunday are despatched on Monday and delivered on Tuesday. Orders placed on a Bank Holiday are despatched on Tuesday and delivered on Wednesday.