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Cannot request refund on the app or website!

  • August 13, 2023
  • 7 replies
  • 204 views
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I’ve attempted to request a refund on both the app and the laptop. My pass is NOT activated. I have NOT began a travel day. I have a Plus ticket, so I’m entitled to a full refund. 

I sent the following email to support “I am entirely unable to request a refund for my pass. My pass has NOT been activated for a travel date, and I already deactivated it and deleted it from the "My Passes" section on the mobile app. I also tried requesting reimbursement for my laptop. This is incredibly frustrating since I followed all the guidelines and I'm entitled to 100% of the refund (for having a Plus pass). Please help me fix this ASAP.” and it automatically marked it as solved, but their little tutorial simply does not work on my phone or laptop. 

 

“The account holder is to request the refund by following the below steps:
-Log into your account. Go to 'Pass details' and then to 'Refunds and exchanges'.
-Select the Pass you wish to request a refund for. 
-Please provide a reason for your refund request.
-Click the button for a refund.”

 

This is incredibly frustrating.

Best answer by Mukhammad

@AnnaB @melissa1223 According to our system, the Pass was already refunded successfully yesterday by one of our customer service agents.

Have a nice day!

7 replies

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Railly clever
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  • AnnaB
  • Railly clever
  • August 13, 2023

@Camilo. @Mukhammad @St Kristoffer Can you please help here?

Please note that I don't work for Interrail/Eurail and that I don't reply to personal messages.
M
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  • MukhammadCommunity Manager
  • Eurail Moderator
  • Answer
  • August 14, 2023

@AnnaB @melissa1223 According to our system, the Pass was already refunded successfully yesterday by one of our customer service agents.

Have a nice day!

A
B
  • Bernt
  • Rail rookie
  • July 11, 2025

I also have the same issue - no way to request a refund, all attempts failed to contact and no human to talk to! How do I sort this incredibly frustrating situation before it ruins my holiday completely?!!!

T
Full steam ahead
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  • thibcabe
  • Full steam ahead
  • July 11, 2025

I also have the same issue - no way to request a refund, all attempts failed to contact and no human to talk to! How do I sort this incredibly frustrating situation before it ruins my holiday completely?!!!

You can try to fill this form: https://eurail.zendesk.com/hc/en-001/requests/new

Note that customer support is a bit overwhelmed in summer…

If you'd like to keep your pass but are having some issues, mention them here and we'll gladly advise.

https://www.seat61.com/how-to-use-a-eurail-pass.htm

https://www.seat61.com/interrail-and-eurail-reservations.htm

J
  • Julia Taylor
  • Rail rookie
  • July 24, 2025

I have the same problem. When requesting a refund on the App the only option is ‘Remove Pass’ but their online tutorial says it should say ‘Deactivate Pass’. I am very reluctant to press remove pass in case it deletes it completely. My pass also has not shown up on my Interrail account on my laptop? So bad, no one to speak to etc. Help!!

Eurail Community Moderator
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I have the same problem. When requesting a refund on the App the only option is ‘Remove Pass’ but their online tutorial says it should say ‘Deactivate Pass’. I am very reluctant to press remove pass in case it deletes it completely. My pass also has not shown up on my Interrail account on my laptop? So bad, no one to speak to etc. Help!!

Hi ​@Julia Taylor, we're sorry for the trouble! For a quick response, feel free to reach out to our Customer Service team via the Live Chat feature in the app. You can also contact them through this request form: https://eurail.zendesk.com/hc/en-001/requests/new - they’ll be happy to help!

Please note that we can't reply to private messages at the moment. Thanks for your understanding. Do feel free to tag us with any questions or updates!
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Railmaster
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  • rvdborgt
  • Railmaster
  • July 24, 2025

When requesting a refund on the App the only option is ‘Remove Pass’ but their online tutorial says it should say ‘Deactivate Pass’. I am very reluctant to press remove pass in case it deletes it completely. My pass also has not shown up on my Interrail account on my laptop?

  1. You can't request a refund in the app. You need to request a refund from the place where you booked your pass. If that's on interrail.eu, then that's in your Interrail account, in the Order overview. If that's on myinterrail.co.uk, then you need to contact them. There are more places where you can buy an Interrail pass.
  2. Have you activated your pass? Only then there will be a Deactivate option. If you haven't activated it, then you'll indeed see a Remove option.
Please ask questions in the community and not via a private message. That's the quickest way to get a response. I don't work for Eurail/Interrail.
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