When you purchase your season ticket from your preferred Rail retailer, you will be able to select a digital “eticket” as a fulfilment option, as opposed to a paper ticket. You will be sent a unique “download code” at the time of purchase.

Simply download the TrainWallet App onto your IOS or Android device, and enter the download code. This will store your rail season ticket securely within the App. The first time you use the App you can simply upload a photo (either using your phone’s camera or selecting from any stored photo’s on your phone) and this will be embedded into the digital ticket, removing the need for you to also carry a separate photocard when travelling.

Each time you need your season ticket – to go through station gates or to show to a staff member of a rail company, simply open the App and select the ticket you want. Even if you temporarily don’t have any connectivity the App will still present an image of the digital ticket to allow you to open gates and prove you have a valid ticket if required.

The ticket gate at the station is designed to “read” and validate the barcode which is included on your digital eTicket. Please ensure the complete barcode is clearly displayed on the screen of your mobile device when passing through the gate.

In the hopefully unlikely event that there is a problem , then this may be due to a local issue with the individual gate or gates. In the first event we advise you to try another gate and if you are still having issues then you should find a member of staff to gain access. You will need to show them your digital ticket.

Please note that once a barcode has been scanned the gate is designed to not open if it detects a further scan of the same barcode. Therefore, if you have already passed through the gate but you decide you need to return from the platform and you exit through the gates, then in the event you need to access again, you will need to find a member of staff to assist you and you will need to show them your digital ticket.

There is no need to worry – the App has inbuilt functionality to always show a valid ticket even if you temporarily don’t have a connection.

It is possible to store all UK season tickets which can be issued as a digital barcoded ticket on the TrainWallet App. This includes, weekly, monthly, flexi and annual season tickets.

Currently this represents a majority of the UK, although there will be some areas/stations where gates do not yet have barcode readers and so digital tickets are not able to be issued. When you purchase your ticket from your preferred retailer you will be given the opinion to select a digital ticket format if the route on which you travel is “digitally ready”.

We are expecting during the next 12-18 months than most UK routes will allow digital tickets.

It is currently not possible to store a single journey or return ticket on the TrainWallet App.

If the train you are travelling on is subject to a delay, then you may be entitled to claim Delay Repay compensation. This claim needs to be made with the train company you travelled on. As part of the process they normally will ask for either the UTN (Unique Ticket Number) and/or an image of your ticket to support your claim.

To do this simply access the App Menu and select the “Claim Compensation” option. You will then be able to select the date and time of your journey which was delayed and the UTN of your digital ticket will be displayed along with an image of your digital ticket. You can easily copy these and add them to your Delay Repay claim form.

Please note it is possible to access your digital ticket for purposes of making a Delay Repay Claim, up to 28 days after the expiry date of your season ticket.

If you want to cancel or change your season ticket then you must contact your original retailer to arrange this – unfortunately we are unable to help with your original booking. Once this has been done they will advise us and you will no longer be able to activate your digital season ticket.

If you still wish to make a Delay Replay claim on a refunded or changed ticket then it is still possible to access your ticket up to 28 days after the cancellation date.

If you wish to change your phone while a season ticket is still valid then you need to contact the original retailer and they will be able issue a new download code for you to use on your new phone. Simply make sure the TrainWallet App is loaded onto your new phone.

Please note that is it only possible to have a digital season ticket downloaded on one mobile device at any one time.

No. Your photo will be embedded into the new digital ticket. When you first download your ticket you will need to select a photo you want to use from your photo gallery on your phone or you have use the phone’s camera to take a new one.