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Pass disappeared from the app

Hello,

 

I am currently Interrailing and my 3 month global pass just disappeared from the app. When I try to add it again, I get an error message saying that the pass is already on my device. Maybe it is, but neither can I see my pass nor my trip.

I have already submitted a zendesk support request this morning, but I got an automated email reply that the pass number in the support request was invalid. I then responded to this email with my correct pass number and since then I haven’t heard anything from the interrail support.

Are there any other ways of getting support for this issue? I have not reinstalled the app yet as I don’t know if it is safe to do so while my pass is active.

 

Regards, Marc

11 replies

R
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Userlevel 7
Badge +9

Have you already restarted your phone?

The zendesk support page is the most direct way to contact support. Did you mention when you next need your pass? (A concrete date, not "ASAP”)

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

Ohh just figured it out... Wiping the app data solved the issue.

I am able the add my pass again, although I lost all the train journeys in my trip...

R
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Userlevel 7
Badge +9

Ohh just figured it out... Wiping the app data solved the issue.

How exactly did you do that?

In any case, this is a bug. This isn’t suppose to happen.

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.
C
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Userlevel 1
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Mine did all the above ,to rectify go into Apps then relevant app Clear Cache and any Data reload relevant App and enter Pass Number, it should re load.

C
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Userlevel 1
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Wish I'd got the paper version as it's lost all my travel data for last 12 Days

Dinkykobe

after 6 weeks of travelling, both my trip and my pass have disappeared from the app

C
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Userlevel 1
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So if you go in to Apps go to the app Eurail Interrail and clear the cache and memory 

Then load back up and try to add your pass again

C
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Userlevel 1
Badge

You'll lose some saved Data but Hey Ho

At least your pass should load back on

 

J
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Userlevel 1
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I just had the same problem this morning: I was about to board a train and the pass totally disappeared.  So I couldn’t travel .   When i tried to reload it on the phone, it said that this pass already exists on my  device. But it was nowhere to be seen. Total panic - but I did get help from the support desk:  and they said to uninstall the app, and then re-install it again -  and to begin with it said the same thing, but now, for some reason everything is back to normal.   Does anyone know why this could have happened? I’ve been travelling (global pass) for nearly two months and up to now haven’t had a single problem .This was incredibly stressful!

R
Rank
Userlevel 7
Badge +9

@Mukhammad @Camilo. I still see this issue popping up here and in various Facebook groups every few days. I think this sometimes happens after an app update, but IMO it should never happen. Is this a known issue or should anyone who experiences it contact customer support so it can hopefully be fixed someday?

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
Userlevel 5
Badge +3

Hi @rvdborgt, thank you for flagging this up.

Our App team needs to compile the reports from customers to further investigate the issue by checking the error logs and device IDs. Could you please inform the Facebook Group to contact our customer support if they encounter this issue?

Thank you so much for your help!

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