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Impossibility to acess the app due to IOS 13.0

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Hi all,

I have a major problem with my Interrail mobile pass. I use the Rail Planner app on my Iphone 6 and everything went well until 3 days ago, when the app was updated and could only be used with an IOS 13.0 version. Unfortunately, I cannot install it on phone. Then, I don’t have access to my app anymore. My pass ends in two weeks and I really need to use it to come back.

Has someone experienced the same problem ? If someone could help me find a solution, I will be so grateful !

Thanks in advance !

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Best answer by Ziblibli 29 April 2022, 14:10

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R
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If you've bought the pass before 29 April, you're technically still entitled to use iOS 10. But don't attempt to update the app, I'd say.

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.
A
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Yes I was also contacted and refund is being processed. Quite a relief to get all this sorted in the end 😅 Fingers crossed the app will keep working for a while for anyone with older phones!

They've just updated the conditions of use to a minimum requirement of iOS 13. Android 6 is still unchanged.

Oh dear, I was going to use my iPad Air but I can’t upgrade it to iOS 13 and I’ve just activated the pass. How easy is it to move it to my phone? Or can I exchange it for a paper pass?

You need to contact Customer Support to ask them to disconnect the pass from your iPad. Then you can connect the pass to your phone. You can use this form to contact Customer Support:

https://eurail.zendesk.com/hc/en-001/requests/new

 

Please note that I don't work for Interrail/Eurail and that I don't reply to personal messages.
Simon Smith
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Yes I was also contacted and refund is being processed. Quite a relief to get all this sorted in the end 😅 Fingers crossed the app will keep working for a while for anyone with older phones!

They've just updated the conditions of use to a minimum requirement of iOS 13. Android 6 is still unchanged.

Oh dear, I was going to use my iPad Air but I can’t upgrade it to iOS 13 and I’ve just activated the pass. How easy is it to move it to my phone? Or can I exchange it for a paper pass?

R
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Yes I was also contacted and refund is being processed. Quite a relief to get all this sorted in the end 😅 Fingers crossed the app will keep working for a while for anyone with older phones!

They've just updated the conditions of use to a minimum requirement of iOS 13. Android 6 is still unchanged.

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.
Katia Hervy
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Hello @Katia Hervy,

I have just been refunded by Interrail. I just sent the receipts of my different extra payments for the train journeys, and when my pass was over, I was refunded. I hope it will be as quick for you as it has been for me and I wish you a nice travel !

 

Yes I was also contacted and refund is being processed. Quite a relief to get all this sorted in the end 😅 Fingers crossed the app will keep working for a while for anyone with older phones!

Z
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Hello @Katia Hervy,

I have just been refunded by Interrail. I just sent the receipts of my different extra payments for the train journeys, and when my pass was over, I was refunded. I hope it will be as quick for you as it has been for me and I wish you a nice travel !

Katia Hervy
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If this can help some travellers, the app is running again for me. I don’t know until when, but at least I can use it since this morning.

If some people experienced the same problem than me about the IOS update, you can try to access your app today again. 

 

Yes! I just realised 2 days ago. It’s too late for this pass for me as I had to purchase the tickets I needed for this specific trip but at least I feel like I might use interrail again whereas I thought that might be it.

Z
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If this can help some travellers, the app is running again for me. I don’t know until when, but at least I can use it since this morning.

If some people experienced the same problem than me about the IOS update, you can try to access your app today again. 

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@Marion, thanks. I think we can leave my problem in stand-by as the customer service answered me and told me that the only solution fr  now is that I pay for all my remaining days and ask for a refund afterwards. 

I’ll ask you if I have more questions :) 

 

Many thanks !

Marion
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Sorry but this problem is clearly not solved as it has been marked, it will be when I will either be reimbursed and I don’t know when, or when I am able again to add my mobile pass.

@Nanja, do you think you could flag customer support again ? Even if @rvdborgt told me I would be reimbursed, and I thank you for the time you take to answer me, I really appreciate it, I would need a written answer from them assuring me that I will fully be reimbursed, and they haven’t replied to my last messages since yesterday evening although my train is this morning.

Thanks +++ !

Hi Ziblibli, I just flagged it again. Cheers,

Please ask questions in the forum instead of sending me a private message, as I won’t be able to respond to those.
Z
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@Katia Hervy for sure I’ll let you know. Apart from that everything going well with my trip :)

R
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Adding @Leo since Nanja is not in the office.

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.
Katia Hervy
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@Nanja, do you think you could flag customer support again ? Even if @rvdborgt told me I would be reimbursed, and I thank you for the time you take to answer me, I really appreciate it, I would need a written answer from them assuring me that I will fully be reimbursed, and they haven’t replied to my last messages since yesterday evening although my train is this morning.

Thanks +++ !

 

Hope your travel is going well @Ziblibli , all things considered. Interested to know how you get on with trying to get reimbursed - unless I hear back soon with  a solution, I will be in the same situation as yourself 😓 (I’m not planning to buy a new phone so I can install the new app version!)

Z
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Sorry but this problem is clearly not solved as it has been marked, it will be when I will either be reimbursed and I don’t know when, or when I am able again to add my mobile pass.

@Nanja, do you think you could flag customer support again ? Even if @rvdborgt told me I would be reimbursed, and I thank you for the time you take to answer me, I really appreciate it, I would need a written answer from them assuring me that I will fully be reimbursed, and they haven’t replied to my last messages since yesterday evening although my train is this morning.

Thanks +++ !

Z
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Thanks for your answer @rvdborgt .

I just wrote again to the customer service, hopefully they will be able to fix my problem this morning. I well replied to every message they sent me.

Hopefully I will be reimbursed if I have to pay for each train ticket.

Have a nice day.

R
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You mean I should write many emails to the customer service, in addition to my three previous ?

I don't know how often you have already written. In any case, do reply to the message that they had unlinked your pass, since you still can't use it. (If you haven't done that yet.)

Anyway, I don’t think I will solve the problem in time, so I think I will have to pay the ticket for tomorrow.

If I keep the ticket I will be refunded then ?

Yes, keep all tickets and receipts of your extra costs and request a refund after your trip.

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.
Z
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@rvdborgt Yes indeed I enabled error logging last Friday.

You mean I should write many emails to the customer service, in addition to my three previous ? Anyway, I don’t think I will solve the problem in time, so I think I will have to pay the ticket for tomorrow.

If I keep the ticket I will be refunded then ?

R
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Have you already enabled error logging? (Go to More > Settings, scroll to the bottom)

It will not solve your problem, but after enabling, if you try it once again, then customer service will have logging to look at.

Other than that, please keep nagging customer service with detailed descriptions of what doesn't work.

If you have extra costs because of this, Interrail way have to refund them.

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.
Z
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Thanks @rvdborgt. I have the app, not the latest version as I have an Iphone 6, but I have it. I have a mobile pass. I had to desinstall the app several times during the last weeks and each time I have been able to activate my mobile pass again.

Right now, when I go the “my pass” section, I am asked to install again my mobile pass. And each , when I write my surname eand pass number, I receive the same message “something went wrong, please contact customer service”.

R
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​​​Thanks for your message. Indeed someone got back to me 25 minutes ago but he told me that he had unlinked my pass, and I don’t know what it means, given that I still cannot add my mobile pass to the app. I keep receiving a message to contact customer support.

“Unlinked your pass“ I think means it has been unlinked from your device and you can now (in theory) activate it again.

In which step of the activation process are you stuck?

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.
Z
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Hi @Nanja,

Thanks for your message. Indeed someone got back to me 25 minutes ago but he told me that he had unlinked my pass, and I don’t know what it means, given that I still cannot add my mobile pass to the app. I keep receiving a message to contact customer support.

What can I do ?

Many thanks !

Katia Hervy
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Hi @Katia Hervy, they are working in order of priority (the ones travelling come first) When are you planning to travel? 

 

Thanks @Nanja . Travelling from tomorrow but I have all the tickets for this. I need to add travel days for 01 May, 03 May and 09May. (I’ve already enabled the error logging but there is no sharing option)

N
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Hi Ziblibli, I have flagged it with Customer Support today and one of our agents got back to your message just now to assist you. Hopefully you can go with one of the options suggested. 

Hi @Katia Hervy, they are working in order of priority (the ones travelling come first) When are you planning to travel? 

Please note that I can't reply to any of my private messages at the moment. Thanks for your understanding.
Katia Hervy
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Good luck. I’m in a similar situation. No reply from support (email) since last Thursday. Nothing on Twitter either but you could try there instead.

(I stopped being able to add journey/day to my pass, it was working fine a few days before. Can’t update to the new version of the app (because also iPhone 6).)

Z
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Sorry to bother again, but I really need to take the train tomorrow and the customer service still hasn’t answered since last Friday. I still cannot access my mobile pass in the app. 

If I pay for my next tickets, how can I be sure that I’ll be reimbursed by Interrail ? Thanks !

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