After traveling four trips out of ten with our pass somehow my pass activated twice and my husbands will no longer work. I can’t get any help from the people booking trains in Barcelona so we had to pay full fares for my husband’s ticket to Valencia. What can we do to get his activated again since mine is activated twice?
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- What makes you think your pass activated twice? Could you post a screenshot?
- What app version do you have? Check under More, scroll to the bottom. If it's lower than 24.1.0, then update and try again.
- Restart your phone and try again.
- Do you have an iPhone or Android? Which version of the operating system?
- If nothing helps, go to More > Settings, scroll to the bottom and enable error logging. This won't solve your problem but will help customer service.
- Create a support request here:
https://eurail.zendesk.com/hc/en-001/requests/new
Give them all details. Tell them step by step what does not work and why you think it doesn't work. Include screenshots of error messages or any strange things. - Include in your support request your device ID:
https://eurail.zendesk.com/hc/en-001/articles/4571649483165-Contacting-us-about-an-issue-
If it's a defect of the app, then they should pay back the difference between full fare and a pass reservation.
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