pleaae help asap

The factory reset probably changed something that makes the Rail Planner app or the Eurail server think it's another phone. In such a case, you'll probably need to do as if that's indeed the case. You should be able to "move” the pass yourself by adding it (again) in the Rail Planner app. The app should then ask you if you want to move the pass. If that does not work, then reply to customer support that they'll have to help you with that move.

Thank you, I already reached out to customer support and have not heard anything--I sent email, text, tried the chat thing...And I did originally try to “move” it when I re-opened the app, thinking all would be fine and i could sign in my my pass # etc but it keeps coming up with “ERROR”

Any other suggestions?! Thank you!

Have you used the link I provided and did you state that you are currently travelling? Customer Support should then get back to you within some hours. 

Hi ​@Romaine I see that we had responded to your email yesterday morning just 2 hours after receiving yours. Did it perhaps end up in your junk/spam inbox?

Either way, I've just unregistered your pass from device.

Can you try adding it again and see if that works? 

If you need further assistance, just let us know!

Cheers,
Eliot

Thank you Eliot!! Whatever happened that 2nd time when you unregistered it this time, did the trick!! Just in time, thank you, thank you everyone who helped in this conversation!

Perfect, great to hear that!

Thanks for confirming, and enjoy your travels!