Dear Yuwadee,

I’m really sorry for the inconvenience. Our agents already suggested you some workarounds, but unfortunately I see they’re not working. I’ve escalated the priority of your case with our IT team, who is currently looking into the error logs you’ve sent us. It’s unlikely though that they’ll get back to you before Monday. In the meantime, if you’re travelling with normal train tickets, please keep them and send them to our customer service team once your Pass will be working correctly.

Thank you for your patience and cooperation.