For questions relating to issues prior to purchase, please see our Frequently Asked Questions page.
I have not received an email. What shall I do?
Please check your SPAM folder. Some email systems put them in there. Please also check your deleted items folder, as it is easy to delete it by mistake.
The email will have come from ebooking@yourrail.com, so please search or filter your email system to try to find an email from this sender.
If you still cannot find the email, please call customer services on 0845 260 5200 or email us to request that we resend it.
I have not received a text message. What shall I do?
The text will appear as having come from "W&S TCKT". It may be that you have received the text but not realized it was your ticket.
If you have not received your text ticket after 1 hour, please check that your message inbox is not full and that you have a network signal. Sometimes, switching your phone off and then on helps to retrieve undelivered messages. If none of these actions work, please email us. If you still haven't received your barcode by the time of travel, make sure that you have a copy of your confirmation email and proof of identification to enable travel.
I have deleted the text by mistake Please call customer services on 0845 260 5200 or email us to request that we resend it.
I cannot print the email Please check the following. Some sound a bit obvious, but you’d be surprised how often they turn out to be the problem!
- Is your printer switched on?
- Is there paper in your printer?
- Is there ink in your printer cartridge?
- You have downloaded and installed Adobe acrobat reader to print the PDF ticket (this can be downloaded free of charge) from www.adobe.com
I’ve received the email but the file is corrupted. What shall I do? Please call customer services on 0845 260 5200 or email us to request that we resend it.
I’ve received my outward ticket but not the return. What shall I do?
Check your SPAM box. For some reason, sometimes one gets put in there when the other doesn’t.
If you still cannot find the email, please call customer services on 0845 260 5200 or email us to request that we resend it.
I asked for seat reservations but my text does not contain them
I asked for seat reservations but my email does not contain them
My journey appears to be the wrong way round. I wanted to go from Wrexham to London but my ticket is from London to Wrexham Please call (0845 260 5200) or email customer services [insert link]
I’ve booked this ticket for someone else, but it is my name on the ticket That’s fine – they can still use the ticket to travel. It will be valid.
My text message does not contain a barcode, what shall I do?
It may be that you don’t recognize it as a bar code – our bar codes are not like the ones in the supermarket. If you’re text contains something a bit this in it:
Then it does contain a bar code.
Some phones may not be compatible with our bar-code system, in which case you will be sent a text only message. This is still valid for travel but it will need to be manually checked by our staff, rather than being scanned.
SMART phones and Blackberry devices may have difficulty displaying the barcode, in which case a message will be sent. For security reasons your phone provider may ask you to follow a secure link where you can download the barcode image and store it in a folder of your choosing in your phone.
Please keep a copy of your confirmation e-mail, if there is problem with your text ticket. A printed version of your confirmation e-mail, together with photo ID will allow us to verify your authority to travel in such exceptional circumstances.
What happens if my mobile phone battery goes flat or if I don't have my phone with me when travelling? Your mobile phone carries your ticket, so it is your responsibility to look after it and have enough battery life for your entire journey. However, a printed version of your confirmation e-mail, together with photo ID will allow us to verify your authority to travel in exceptional circumstances. We can resend your ticket if you email us.
How do I get through the ticket gates? At London Marylebone, there are barcode readers at two of the ticket gates, (to the right of the Excess Fares booth when leaving the platforms). These are clearly signed. If your text ticket is for more than one passenger or if it does not contain a barcode, you'll need to have your phone checked or scanned by one of our ticket examining staff at the 'wide aisle' ticket gate.
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