Solved

Mobile pass paid for but not received

Olga

Hello,

 

yesterday april 4th I ordered and payed for a mobile pass but I have not received it. The amount has been drawn from my bank account but when logging onto my eurail it says I have no orders. I have searched the community and seen that others have had similar difficulties. I have emailed customer desk but without any response and from what I have read in other threads in the community they do not always respond within the promised 48 hours which makes me stressed since I need to start making seat reservations. Could you please help me?

 

With best regards,

Olga

icon

Best answer by Marion 7 April 2022, 16:37

View original

11 replies

R
Rank
Userlevel 7
Badge +9

We can't help you here, we're just other users without access to Eurail's systems.

Something must have gone wrong, since you should see your order in the order overview. Are you planning to travel soon? I'm sure they'll contact you but they also prioritise requests for urgency and travelling users are most urgent.

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.
Marion
Rank
Userlevel 3
Badge +3

Hi Olga, Our customer service will help you, we had some technical issues with confirmation emails. You can reach our customer service here. Cheers,

Please ask questions in the forum instead of sending me a private message, as I won’t be able to respond to those.
Ryan Shortt

Iv had the exact same problem did U get sorted ? 

A
Rank
Userlevel 7
Badge +9

Iv had the exact same problem did U get sorted ? 

@Ryan Shortt 

You need to contact Customer Support through the form in the link below. Please write when you plan to start your travel so that Customer Support can prioritise your request correctly. 

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.
A
Rank
Userlevel 7
Badge +9

@Ryan Shortt 

You can start making your reservations even without your pass.

Here is some useful information from the experienced travellers in the Community regarding both planning, reservations and activation of pass and travel days. 

 Planning

The rail planner is normally not up to date, as it only is updated once a month, so to be sure of the time table you better check the timetable and availability on the websites of the national railways. The bigger national railways, like DB (Germany) SBB (Switzerland) and ÖBB (Austria) cover several countries. 

 Reservations 

The advice from the experienced travellers in the community is to use other ways to make reservations than the Interrail/Eurail website.  You can look at the guide in the link:

https://community.eurail.com/train-connections-reservations-47/how-to-get-reservations-105

If you, after having looked at the guide, have questions about how to make specific reservation, please give your travel details (departure date, time and route) preferably in a new topic, and you will get advice.

Please note that Interrail/Eurail charges an extra fee of 2 EUR per person and train in addition to the fee for the seat reservation.

 Activation of pass

During the activation process, when you choose the start day of the validity of the pass, the first day of the validity period is automatically made a travel day, even if you don't enter a journey, the advice is therefore not to activate the pass before the first travel day as you only can deactivate the pass before 00.00 on the day the validity starts. If your travel plans change in the last moment you will loose travel days if you have activated the pass in advance.

It can be wise to make a test and activate the pass with a start date well in the future and then deactivate the pass immediately, just to see that everything works.

 Activation of travel day

The advice from the experienced travellers in the community is also never to activate a travel day, that is connect a journey to your pass, until just before boarding the train, otherwise you might loose a travel day if your travel plans change in a late stage  You can't delete a travel day in the past. A travel day can only be deleted until 23.59 CET the day before the travel day.

Please note that I don't work for Interrail/Eurail and that I don't reply to personal messages.
Ryan Shortt

Iv had the exact same problem did U get sorted ? 

@Ryan Shortt

You need to contact Customer Support through the form in the link below. Please write when you plan to start your travel so that Customer Support can prioritise your request correctly. 

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

By looking at other peoples posts it seems like they could take a long time to reply, and I need to reserve the euro train from London to paris ASAP as ther all being booked out on the date I’m looking to go (I need to go this date as Iv booked flights from Ireland to London to get the train)

A
Rank
Userlevel 7
Badge +3

Iv had the exact same problem did U get sorted ? 

@Ryan Shortt

You need to contact Customer Support through the form in the link below. Please write when you plan to start your travel so that Customer Support can prioritise your request correctly. 

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

By looking at other peoples posts it seems like they could take a long time to reply, and I need to reserve the euro train from London to paris ASAP as ther all being booked out on the date I’m looking to go (I need to go this date as Iv booked flights from Ireland to London to get the train)

 

As AnnaB said you can book reservations without the pass by a number of means described in the link posted.

 

You can check availability and book passholder seats on Eurostar here https://www.b-europe.com/EN/Booking/Pass#TravelWish 

use I11111111 for pass cover number.

Angelo
Rank
Userlevel 7
Badge +10

If it is asap, I would suggest to write on social media to @Interrail a Message or to customerservice@interrail.eu. 

Do you have any questions? Feel free to ask in the community! Known languages: Deutsch, Italiano, English.
Ryan Shortt

Iv had the exact same problem did U get sorted ? 

@Ryan Shortt

You need to contact Customer Support through the form in the link below. Please write when you plan to start your travel so that Customer Support can prioritise your request correctly. 

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

By looking at other peoples posts it seems like they could take a long time to reply, and I need to reserve the euro train from London to paris ASAP as ther all being booked out on the date I’m looking to go (I need to go this date as Iv booked flights from Ireland to London to get the train)

 

As AnnaB said you can book reservations without the pass by a number of means described in the link posted.

 

You can check availability and book passholder seats on Eurostar here https://www.b-europe.com/EN/Booking/Pass#TravelWish 

use I11111111 for pass cover number.

I see this now thank you!!!

Ryan Shortt

So they still haven’t got back to me and by reading other posts I don’t think they will in time for me going away, what should I do?? 

A
Rank
Userlevel 7
Badge +9

@Ryan Shortt 

I guess that you need to buy a new pass and then get a refund for the pass you paid and newer got.

Please note that I don't work for Interrail/Eurail and that I don't reply to personal messages.

Reply


Terms and Conditions & Privacy PolicyCookie settings