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! cannot activate my mpass. What should I do?

  • 27 December 2021
  • 8 replies
  • 146 views

I put every details correctly but cannot activate mpass for France Eurail. I need to use it now. How can I contact someone for help

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Best answer by rvdborgt 27 December 2021, 17:37

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8 replies

Userlevel 7
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I put every detAils correctly but cannot activate mpass for France Eurail. I need to use it now. How can I contact someone for help

  1. You can contact customer service here.
  2. If you post a screenshot of the error you see or the screen where you are stuck, then people here may be able to help. "It doesn't work” is very hard to troubleshoot.

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I put every detAils correctly but cannot activate mpass for France Eurail. I need to use it now. How can I contact someone for help

  1. You can contact customer service here.
  2. If you post a screenshot of the error you see or the screen where you are stuck, then people here may be able to help. "It doesn't work” is very hard to troubleshoot.

 

Hi. Input the picture already.  Its only said something went wrong. And the “contact us” only lead to email. Which I have already sent  but no reply yet

Userlevel 7
Badge +7

Hi. Input the picture already.  Its only said something went wrong. And the “contact us” only lead to email. Which I have already sent  but no reply yet

Office hours are already over so I wouldn't expect any reaction before tomorrow. Did you mention when you need the pass? Requests are prioritised for urgency.

Have you checked if there's an update for the app? Current version should be 21.2.0 (see More and scroll down).

If you have the latest version, then go to More in the app and then Settings. Scroll down and enable error logging. Then try the activation again and if the error persists, there should be a button to export and send to error logs to Eurail support.

Thanks for your reply

I hav mentioned urgency and time I want to use the pass in my email… 

 

I already got the latest version 

 

and already enable the error logging, but there is no button to export and send log

 

so this might means… nothing else I can do and I cannot use my pass tomorrow as plan :(

 

Userlevel 7
Badge +8

Hi Melada, you did the right thing by contacting Customer Support. One of our Customer Support agents replied to your message 30 minutes ago. 

Same issue here, no phone number support, just a virtual agent that response whatever it wants and an automatic email that says support will responde in 48 hours.

Userlevel 7
Badge +7

Same issue here, no phone number support, just a virtual agent that response whatever it wants and an automatic email that says support will responde in 48 hours.

  1. Check if there's an app update. If so, install it and try again. App version is currently 23.1.0.
  2. If that doesn't work, enable error logging via More > Settings, scroll to the bottom.
  3. Mention to customer support when you are travelling. That's an important factor in determining urgency.
  4. Do you have an iPhone (if so: which iOS version?) or Android?

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