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Resetting your password

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Password reset email has gone missing

Asked for a new password but didn’t get our password reset email? Check in your junk or spam folder.

Reset password link has expired

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

Screen says 'Missing field'

Check that you’ve filled in all the information asked for by the form. If you’re on a small screen, you may need to scroll down a little.

Date and time

This is pre-set to Today + 15 minutes; change it by selecting the ‘Date’ field.

Number of passengers

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

Railcards

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

Travelling to London

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

If you want the flexibility of more than one central London station, select ‘London Terminals’, or 'London Thameslink'.

The table below explains which ticket is valid at which stations*, depending on where you start your journey.

Choosing the right ticket

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

Please note that not all tickets are available on the Key Smartcard. If the ticket is available on a Key Smartcard then it will show as a collection method when purchasing your ticket.

Can't see all the ticket options?

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

Return journeys

You can add a return journey when selecting your ticket type.

Reviewing your order

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.

Checking trip details

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

Confirmation email

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.

I have not received my booking confirmation by email, what should I do?

Contact customer services and we can resend this to any email address you would like this to be sent to. Contact us here.

What should I do if I have not received my tickets?

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. Please allow five 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.

If your tickets haven't turned up after five working days, you should contact us.

If you've chosen to collect your tickets at the station, please enter your credit or debit card and booking reference from your confirmation email into a ticket vending machine. Your tickets will then be issued.

Further information on ticket collection and delivery is available here.

By post

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

Using a self-service ticket machine

Heading to the station to pick up your tickets? Don’t forget to bring:your ticket collection reference number from your confirmation email

Can someone else collect my tickets from the station?

Yes, as long as they have access to a payment card for identification (any card is fine) and the eight-character reference shown on your email confirmation. The tickets cannot be issued without these.

What if I select the wrong station to collect my tickets?

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.

Can tickets be sent to an overseas address?

No. Although our website allows customers outside the UK to register with us and purchase tickets, we can't deliver tickets overseas. You will be given the option to collect them from the station – so it’s simple to pick them up before your planned journey.

Buying a ticket on a Key Smartcard

If the ticket is available on a Key Smartcard then it will show as a collection method when purchasing your ticket

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.

Travelling today? You’ll need to wait 15 minutes after buying your ticket before it is available to load.

Buying multiple tickets

You can only have one unloaded ticket for your key smartcard at a time. If you already have an unloaded ticket, you won’t be able to buy another one.

Unavailable ticket types

Certain fares, like Day Travelcards, Advance and Super Off Peak, are not available to buy online for the Key Smartcard. Some day tickets can only be purchased at ticket vending machines at the station.

Selecting Season tickets

Make sure you select the ‘Season ticket’ tab on the journey planner.

Photocard

You’ll need to have your photocard handy when you renew a Monthly or Annual Season ticket.

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 15 minutes of renewing it.

Finding your booking

Go to 'Manage my tickets/refunds'' select the journey you want to look at, and then choose ‘View order details’.

Checking your train time and reservation

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

Applying for a refund

You can do this under 'Manage my tickets/refunds' in your account.

Key Smartcard accounts

You’ll be able to view your tickets, look at your past journeys and ask for a replacement card if yours is lost or stolen.

Updating your 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.