Help with buying online
Buying tickets online? Here are some answers to common problems and tips for getting the most from our booking service.
Problems logging in to your online account
Email address not recognised
Booking page doesn’t look right
Resetting your password
Password reset email has gone missing
Reset password link has expired
Using the journey planner
Screen says ‘Missing field’
Date and time
Number of passengers
Travelling to London
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’.
Choosing the right ticket
We’ll always show you:
- the best value ticket – preselected at the top of the list
- other single and return fares – starting with the cheaper ones
- more expensive tickets like First Class further down the list
Please note that not all fares are available on the key smartcard. If you are making an online purchase you should de-select the 'Key Smartcard fares' option to see the full range of fares available.
Can’t see all the ticket options?
Reviewing your order
Checking trip details
Collecting your tickets
At the station
Using a ticket collection machine
Heading to the station to pick up your tickets? Don’t forget to bring:
- your ticket collection reference number from your confirmation email
Buying a ticket on a Key Smartcard
Loading a ticket
To load a ticket on your smartcard, you’ll need to tap in at a station card reader. You can choose a loading date and station when buying your ticket, but the station must be outside the London Travelcard area.
Travelling today? You’ll need to wait 2 hours after buying your ticket before it is available to load.
Buying multiple tickets
Unavailable ticket types
Buying season tickets online
Selecting season tickets
Starting to use your season ticket
Renew your monthly or annual season ticket at least three days before you need to start using it.
If you’re using a key smartcard, you can start using your ticket within 2 hours of renewing it.
Managing your account
Finding your booking
Checking your train time and reservation
Applying for a refund
Key Smartcard accounts
How do I update my preferences?
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.