Hi, I tried to add my pass to Rail Planner but didn't work. Also tried to restart my phone, re-installing the app. I had an iPhone some months ago and I thought that maybe on that device will works, but neither this. I don't know what to try more and technically I’ll travel within 6 days, on 16 August.
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- Please check common activation problems:
https://eurail.zendesk.com/hc/en-001/articles/6105711478429-Pass-Activation-Problems - What does "it did not work” mean? What happens when you try to activate your pass and after which action? If there's an error, please post a screenshot.
- What is your app version? See More, scroll to the bottom. If it is lower than 24.2.0 (iPhone) or 24.2.1 (Android), then update
- Turn off battery saving, data saving, airplane mode.
- Check the basics to run the app:
https://eurail.zendesk.com/hc/en-001/articles/5545614121757-Basics-to-run-the-app - Restart your app 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. That won't solve the problem but will help customer service.
- Create a support request:
https://eurail.zendesk.com/hc/en-001/requests/new
Give them all details, screenshot(s) and mention when you will start to travel. It doesn't help to say it's urgent, they need a date, so they can properly prioritize. - Also send your device ID to customer service:
https://eurail.zendesk.com/hc/en-001/articles/4571649483165-Contacting-us-about-an-issue-
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