I am contacting the Eurail Global Pass Helpdesk while providing details of my Global Pass, but I am receiving the same reply again and again. I have even copy pasted everything from the email (even my order Number) I received at the time of order, but still the same reply. Here is what I received in the email (I purchased 2 adults & 2 children Eurail Global Pass):
| Traveller name | Pass number |
| xxxxxxxxxx | XXXXXX |
| Pass title | Pass validity |
| Eurail Global Pass Child | 15 days |
| Travel category | Class |
| Child | 2 |
| Sales condition | Activate by date |
| Refundable | 2 May 2024 |
|
| |
Hi xxxxxxxx,
Unfortunately, the mobile pass number you provided could not be found in our system. Please check that all digits are capital and that they match those you find in the confirmation email you received after purchasing your Pass.
A mobile pass number is a string of six letters and numbers, such as 1X23YZ, and is written next to the traveler's name in the Pass details section of the confirmation email. It is the same number you must use to redeem your Pass on your device.
Please reply to this email with the number, once you find it, so our agents can assist you swiftly.
Kind regards,
Eurail BV
What might be the issue and how to go about it?