Frequently Asked Questions?

What do I do if my Railcard is stolen?

To replace a stolen Railcard you bought online, please click ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active plastic Family & Friends Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select ‘stolen’, then click continue and follow the instructions on the screen. You will have to provide a crime reference number, or a document given to you by the Police for a free replacement. You can also call our Helpline on 0345 3000 250.

To replace a stolen Railcard you bought at a station, please go to a station with your crime reference number/documentation given to you by the police and some form of identification to be issued with a free replacement.