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. Just contact us as soon as possible before your train departs.

What is an eTicket?

An eTicket is a train ticket that we email to you. The eTicket comes in both a PDF and in a PKPASS format. You can use the PKPASS on iPhones and iPads. 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?

You use an eTicket by scanning it at the station gateline or on the train. We’ll email the ticket to you once your booking is complete. You can use either the PDF or PKPASS attachment. Both formats contain the same information – so it’s up to you.


  • You could show the PDF on your phone or print it out
  • You can add the PKPASS to your Apple Wallet on your iPhone (or iPad) and just use that
  • Or you could do both, or any other combination. It’s all fine!


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

Unfortunately, an eTicket option isn’t available for every journey. Usually you can get your tickets straight to your mobile but there are some instances when it’s not possible. But don’t worry, if eTickets aren’t available for your journey, we’ll always give you an alternative when you book.

Main exceptions

  • If your journey involves crossing London – eTickets aren’t accepted on the Tube, London Overground or DLR. This also means there isn’t an eTicket option available to or from London Zones or when buying London Travelcards
  • If your journey involves travelling on Southeastern or c2c. Unfortunately, these two train operators don’t support eTickets
  • Some journeys involving ScotRail and those on Merseyrail
  • 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 pre-paid tickets’ option on the screen 
  • Insert your card into the card reader (you won’t be charged) 
  • 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 the correct number of coupons has been printed – as well as your tickets there may be seat reservations or other supplements, and there will always be a collection receipt printed last.