Tickets

I haven’t received my confirmation email and eTickets – what should I do?

You should have your confirmation email and eTickets within 10 minutes of completing your purchase and we’ll usually get them to you a lot quicker! If you haven’t got them within that time, please check your spam and promotions folders.

Still no luck? Our Customer Service team is here to help. Please contact us as soon as possible, before your train departs.

What is an eTicket?

An eTicket allows you to receive your train ticket digitally. You can view your eTicket in the “My tickets” section of the Ticketyboo app, and add it to Apple or Google Wallet there. We’ll also send you an email with links to download your eTicket as a PDF, or add it to Apple or Google Wallet.

It’s much easier and quicker than collecting your ticket from a station! Your eTicket has a barcode that can be scanned at gatelines at stations, or by the guard/train manager on board a train, to check it’s valid.

How do I use an eTicket?

If there are barriers at the stations you’re using, you use an eTicket by scanning it on the barcode reader – this is generally below the slot for paper tickets. If you’re asked to show your ticket by staff on the train, you can show your eTicket so it can be scanned.

You can show it from the “My Tickets” section of the Ticketyboo app, or in Apple or Google Pay, or display the PDF version. You can even print the PDF version, if you prefer – please use plain white A4 paper. All formats contain the same information, so it’s up to you. We recommend you don’t use screenshots, since they might not include all of the details that are needed if your ticket is checked visually.

Why isn’t an eTicket option available for my journey?

We can only offer you an eTicket if all of the train companies along your route have agreed to allow us to sell eTickets. Unfortunately, this isn’t always the case. Don’t worry though – if eTickets aren’t available for your journey we’ll always give you an alternative, such as picking up your ticket at the station.

These are the main reasons why an eTicket might not be available:

• If your journey involves crossing London – this is because eTickets aren’t accepted on the Tube or DLR, as there aren’t any barcode scanners at their barriers. This also means there isn’t an eTicket option available if you’re buying a ticket to or from London Underground Zones, or when buying London Travelcards.
• If your journey involves travelling on ScotRail or Merseyrail. These operators prefer other ticket formats, so they don’t allow us to issue eTickets for most journeys involving them.
• Finally, some ticket types can’t be issued as eTickets – these are mostly group tickets.

How do I collect tickets from a station?

If you opt to collect your tickets from a station, you’ll be provided an 8-digit ‘Customer Reference’ (in a format such as X8LKRT7W). You’ll need both that and the card you paid with to collect your tickets from the station. It’s usually quickest to collect your tickets from a ticket machine, rather than from the booking office.

What to do:

• Choose the ‘Collect tickets’ option on the screen 
• If asked, insert any physical payment card into the card reader (you won’t be charged). Please note: this step is no longer required on most machines.
• Remove your card when instructed to do so, and type in the 8-digit customer reference on the screen 
• Select the journeys you want to print (it’s usually best to select ‘all’) 
• Your tickets will be printed. Check that all the coupons have printed – there may be seat reservations or other supplements as well as your tickets. There will always be a collection receipt printed last.