I have tried to exchange global passes for new ones. I followed the procedure in 'My Account' but it looks like a refund is being processed. Have I done something wrong? 'Request exchange' option did not appear anywhere.
Exchange not refund
As far as I know you have to buy the new ones first. In case customer support: https://eurail.zendesk.com/hc/en-001/requests/new
Did you buy the new pass first?
You must first buy the new pass and the send the pass numbers of the old and the new passes to Interrail/Eurail. Then you will get back the price of the first pass less 15 EUR.
Thanks AnnaB. All sorted now. Web page came up with a message that an 85% refund had been processed and I panicked! Subsequent e mail confirmed actual refund as cost minus €15.
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