Skip to main content
Answer

My pass was activated in my broken device.. now i can not activate it in the new one!

  • November 17, 2021
  • 7 replies
  • 314 views
Raquel García

Hello. I am travelling in one week. My phone ( where i had my pass) was broken and i needed to buy i new one. Now, i have tried to get my mobile pass and i got a message saying: your pass is already activated in another device...’. So i have no acces to my mobile pass right now. I need help because i start 25th november . Please, help!!

Best answer by seewulf

Open a Case here Service Request

the Customer Support will then deactivate the pass on your old phone and you can finally activate it on the new one

7 replies

seewulf
Railmaster
Forum|alt.badge.img+16
  • seewulf
  • Railmaster
  • Answer
  • November 17, 2021

Open a Case here Service Request

the Customer Support will then deactivate the pass on your old phone and you can finally activate it on the new one

I´ am not working for Eurail or Interrail i just share my knowledge here. Please ask in the Community and not via private message as this is the fastest way to get an answer. I prefer English/German/ Czech for my answers. In case of Reservationquestions please share some details like Route, Date, Trainnumber as otherwise we can just provide general advices or answers
Raquel García
  • Raquel García
  • Author
  • Right on track
  • November 17, 2021

Hello. I have already donde that ( to send the request) but I was ansered that they will answer me within 7 days, which it is too late for me...Please , Nanja or someone else, I need you to deactivate my pass on my old phone ASAP. Thanks and good day for everyone.

R
Railmaster
Forum|alt.badge.img+10
  • rvdborgt
  • Railmaster
  • November 17, 2021

Hello. I have already donde that ( to send the request) but I was ansered that they will answer me within 7 days, which it is too late for me...Please , Nanja or someone else, I need you to deactivate my pass on my old phone ASAP. Thanks and good day for everyone.

"Within 7 days” does not mean it always takes 7 days. Requests are prioritised and the most urgent ones are handled first and your request would be urgent. Did you say when you'll need to travel? "ASAP” is not very specific…

@Nanja, help needed.

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.
N
Raquel García
  • Raquel García
  • Author
  • Right on track
  • November 17, 2021

Hello. Yes, I know within 7 days does not mean it always takes 7 days , but it is a possibily.. and I really would like to solve this probleme as soon as possible. As I said in my first message, I start my travel the 25 th november.

 

@Nanja I really appreciate your help.

 

Thank you all.

N
Railmaster
Forum|alt.badge.img+8
  • Nanja
  • Retired Community Manager
  • November 17, 2021

Hi Raquel, our Customer Support is working in order of priority. They will get to your message as soon as possible, before your travel starts. 

Please note that I can't reply to any of my private messages at the moment. Thanks for your understanding.
Raquel García
  • Raquel García
  • Author
  • Right on track
  • November 17, 2021

Thank you very very much. Will they contact me by email,right? My email adress is : raquel_garcia93@homail.com

 

Have a lovely day.

A
Full steam ahead
  • Antoniasiri14
  • Full steam ahead
  • July 17, 2022

@Raquel García Hi, I have nearly the same problem (I had to reset my phone, but now I am unable to reload the pass into the app, as it says that the pass is already activated on another device (which isn’t the case) so I’ve already set up an case trough the request form) did you got an answer via that form? As for you it’s a very urgent problem for me, as I want to start my journey by tomorrow. 
 

Thanks a lot beforehand 

Antonia 

Terms and Conditions & Privacy PolicyAccessibility statement