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My Journey will not add to My Pass

I am travelling tomorrow morning in Italy . It is now 23.00hrs on Wed 29 March. I cannot add tomorrow’s journey to My Pass. It just does not appear. I have checked the train timetable , cleared the cache , re-installed the app but my journey is not showing . The Pass has been working great for the last 7 days. This is the first time I cannot add a journey. Does anybody have any ideas ? Thanks . M

25 replies

A
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Userlevel 7
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Do you get a QR,code? There is apparently some issue with the app making the station names disappear. 

Please note that I don't work for Interrail/Eurail and that I don't reply to personal messages.
M
Rank
Userlevel 1

got the code fine . Been making journeys for the last 7 days . Everything going like clockwork until i tried adding tomorrow mornings journey. It just doesn’t appear. Tried a few other journeys later in the week and they don’t appear either. 

M
Rank
Userlevel 1

can i just add that under ‘ Edit Journeys’ my journey is there but under ‘Journeys’ under the QR code it does not appear . 

Is that enough to keep a ticket inspector happy ?

R
Rank
Userlevel 7
Badge +9
  1. Make sure you have a good internet connection.
  2. Go to My trip, remove your journey and then add it again.
  3. If that doesn't work, turn on error logging.
  4. Contact customer support with this form:
    https://eurail.zendesk.com/hc/en-001/requests/new
    Also give them your device ID (so thay can locate the logs) and mention that you're currently travelling.
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.
M
Rank
Userlevel 1

OK i’ll try that . Its 5am now . Many thanks .

M
Rank
Userlevel 1

can i just add that under ‘ Edit Journeys’ my journey is there but under ‘Journeys’ under the QR code it does not appear . 

Is that enough to keep a ticket inspector happy ?

 

Does anybody know if that will work for me before Customer Help get back to me ?

 I have to catch a train to Switzerland in just 3 hours .

Thanks

 

A
Rank
Userlevel 7
Badge +9

can i just add that under ‘ Edit Journeys’ my journey is there but under ‘Journeys’ under the QR code it does not appear . 

Is that enough to keep a ticket inspector happy ?

 

Does anybody know if that will work for me before Customer Help get back to me ?

 I have to catch a train to Switzerland in just 3 hours .

Thanks

 

The ticket inspector should hopefully be happy as long as you have the QR code. 

Please note that I don't work for Interrail/Eurail and that I don't reply to personal messages.
R
Rank
Userlevel 7
Badge +9

There seem to be more people who have this issue. Could be a problem on the Eurail server(?) side.

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.
M
Rank
Userlevel 1

can i just add that under ‘ Edit Journeys’ my journey is there but under ‘Journeys’ under the QR code it does not appear . 

Is that enough to keep a ticket inspector happy ?

 

Does anybody know if that will work for me before Customer Help get back to me ?

 I have to catch a train to Switzerland in just 3 hours .

Thanks

 

The ticket inspector should hopefully be happy as long as you have the QR code. 

Thank you again Anna for your help.

 

m

M
Rank
Userlevel 1

There seem to be more people who have this issue. Could be a problem on the Eurail server(?) side.

 

Thanks ,

Just waiting for the Interrail Customer Service to reply to this problem. Its very worrying if there are several people having difficulties .

 

M

R
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Userlevel 7
Badge +9

Just waiting for the Interrail Customer Service to reply to this problem. Its very worrying if there are several people having difficulties .

It does usually help to get it fixed sooner…

By any chance, do you have an iPhone and app version 30.0.0? (Check in More, scroll to the bottom.)

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
Rank
Userlevel 7
Badge +9

There seem to be more people who have this issue. Could be a problem on the Eurail server(?) side.

This error was known to Eurail already yesterday morning. 

Please note that I don't work for Interrail/Eurail and that I don't reply to personal messages.
M
Rank
Userlevel 1

Just waiting for the Interrail Customer Service to reply to this problem. Its very worrying if there are several people having difficulties .

It does usually help to get it fixed sooner…

By any chance, do you have an iPhone and app version 30.0.0? (Check in More, scroll to the bottom.)

 

 

I have an iPhone 12 and i reinstalled the App last night.

 

 

M
Rank
Userlevel 1

Just waiting for the Interrail Customer Service to reply to this problem. Its very worrying if there are several people having difficulties .

It does usually help to get it fixed sooner…

By any chance, do you have an iPhone and app version 30.0.0? (Check in More, scroll to the bottom.)

 

 

I have an iPhone 12 and i reinstalled the App last night.

 

Version 30

 

 

M
Rank
Userlevel 1

can i just add that under ‘ Edit Journeys’ my journey is there but under ‘Journeys’ under the QR code it does not appear . 

Is that enough to keep a ticket inspector happy ?

 

Does anybody know if that will work for me before Customer Help get back to me ?

 I have to catch a train to Switzerland in just 3 hours .

Thanks

 

The ticket inspector should hopefully be happy as long as you have the QR code. 

Thank you again Anna for your help.

 

m

 

 

The ticket inspector was just happy to see the QR code . Panic over . 🙂

 

R
Rank
Userlevel 7
Badge +9

An app update should be available from around 16:00 CEST today to fix this issue:

https://www.facebook.com/groups/1637955309915473/posts/1861767864200882?comment_id=1861883987522603

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.
M
Rank
Userlevel 1

thank you 👍🏻

D
Rank
Userlevel 1
Badge +1

Still no fix for me.

M
Rank
Userlevel 1

Still no fix for me.

nor me

R
Rank
Userlevel 7
Badge +9

I guess they're still debugging or testing...

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.
Hatobi

i travel today in switzerland and all inšpektors jjust checked the QR code.. i hope that interrail will be fix the problem as soon as possible. 

R
Rank
Userlevel 7
Badge +9

App version 30.0.1 is now available in the appstore:

https://apps.apple.com/us/app/eurail-interrail-rail-planner/id579547877

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.
M
Rank
Userlevel 1

great. thanks.

S

Hope someone can help. Starting to get worried… 

 

I bought a 22 day continuous pass for me and my daughter on myinterrail.co.uk (mobile pass)

II am trying to add tickets (for which I have bought reservations via Deutsche Bahn) and it won't allow to add it to my pass. In fact it won’t add tickets to my pass although it adds to that of my daughter..

Accidentally I added my pass twice on the app but I deleted one so don't think this is the problem.

The only other thing I can think of is that I used my French passport (I have both and am British resident) but this was not a problem at the time of ordering 

I have been trying to contact them for more than a week and they won’t respond and today I got this : 

 

Delivery has failed to these recipients or groups:

support@myinterail.co.uk (support@myinterail.co.uk)
Your message wasn't delivered. Despite repeated attempts to deliver your message, the recipient's email system refused to accept a connection from your email system.

Contact the recipient by some other means (by phone, for example) and ask them to tell their email admin that it appears that their email system is refusing connections from your email server. Give them the error details shown below. It's likely that the recipient's email admin is the only one who can fix this problem.


IS THIS A SCAM? 
Surely this level of neglect of customer support is illegal. I do not even know how I can get my money back as they just won’t engage? 

Please do help. Traveling on my own with my kid in a few days and have paid hotels etc. non refundable so really rather stressed...

BrendanDB
Rank
Userlevel 7
Badge +7

Hope someone can help. Starting to get worried… 

 

I bought a 22 day continuous pass for me and my daughter on myinterrail.co.uk (mobile pass)

II am trying to add tickets (for which I have bought reservations via Deutsche Bahn) and it won't allow to add it to my pass. In fact it won’t add tickets to my pass although it adds to that of my daughter..

Accidentally I added my pass twice on the app but I deleted one so don't think this is the problem.

The only other thing I can think of is that I used my French passport (I have both and am British resident) but this was not a problem at the time of ordering 

I have been trying to contact them for more than a week and they won’t respond and today I got this : 

 

Delivery has failed to these recipients or groups:

support@myinterail.co.uk (support@myinterail.co.uk)
Your message wasn't delivered. Despite repeated attempts to deliver your message, the recipient's email system refused to accept a connection from your email system.

Contact the recipient by some other means (by phone, for example) and ask them to tell their email admin that it appears that their email system is refusing connections from your email server. Give them the error details shown below. It's likely that the recipient's email admin is the only one who can fix this problem.


IS THIS A SCAM? 
Surely this level of neglect of customer support is illegal. I do not even know how I can get my money back as they just won’t engage? 

Please do help. Traveling on my own with my kid in a few days and have paid hotels etc. non refundable so really rather stressed...

 

It’s not a scam. Use following support platform, and select the relevant issue: https://eurail.zendesk.com/hc/en-001/requests/new mention travel date to get prioritised correctly. You’ll get help quite quickly.

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