@Marion @Leo @Felipe.iturrieta Another victim of the double travel day bug. Urgent help needed.

Thanks @rvdborgt very much for bumping this :-)

Here is a screenshot of the problematic travel day that needs deleting.

Hi @Cheakypeak . I am very sorry to learn you are facing this issue. I see your requests in our system, along with a few other similar cases. My colleagues who specialise in technical issues were made aware of this error and are giving it the highest priority. They will get back to you as soon as possible with an update. Am I correct in understanding you will need this travel day to travel tomorrow?

Hi @Felipe.iturrieta 

Many thanks for your reply. Yes, we need this fixed by tomorrow morning (4th May) which is supposed to be our third day of travel (Copenhagen to Hamburg).

Quick update for anyone with similar issues...

Eurail team have been very very helpful in trying to resolve this issue by adding a new day onto the pass. However, days 4 and 5 now seem to insist on using the same date of travel so are effectively linked. If u cancel day 5, day 4.also gets cancelled. So day 5 is unusable.

We are one journey closer to getting back to the UK, but still cannot assign the inbound journey!

Hopefully things will resolve themselves eventually, but this app really doesn't seem fit for purpose (certainly not on iOS).

Do you mean the app complains that you've used all your inbound/outbound journeys?

In that case, do check in My Trip on which dates they were used. If there's any date where that's unjustified, then you'll need customer support again.

Not exactly @rvdborgt , it's more that we run out of days.

Day 4 is assigned Copenhagen to Hamburg (all good)

Day 5 is now useless because it insists on using the same date as day 4. 

Day 6 is useable for Hamburg to Brussels, but I still need one more day for inbound (Brussels to UK)

If this is a 5-day pass, then you can only travel 5 days, not 6. The outbound and inbound journeys are not extra travel days.

As I mentioned a couple of posts back: "Eurail team have been very very helpful in trying to resolve this issue by adding a new day onto the pass." as a workaround (so 5 day pass is now 6).

I've re-read the thread and if I understand correctly, you've been hit by this bug twice: both travel day 3 and 5 are duplicates. So in fact you need another travel day added. You may also need an extra inbound/outbound, since travel day 3 also seems to have used one of those. Please go to My Pass and check what it says under Inbound/Outbound. If it says “2/2 used”, then you'll also need one of those extra.

Do mention all of this to customer support.

Yes @rvdborgt , we have hit the same bug twice! But we have been given a third inbound/outbound day too which addresses the problem you refered to above.

I've worked in software engineering for over 25 years, and tbh, I'm quite surprised how such a basic defect has escaped testing!  

But I feel confident that due to the support we're getting (with thanks to the prompting from your good self), it will get sorted :-)

Yes, me too. My daily job includes customer support and sometimes testing, so I'm also wondering how this is possible. It's particularly the iOS app that currently has a number of bugs, after it has been going quite well after the update in July 2021 that (seemingly) deleted everybody's pass from the app… I thought we had left the beta testing stage by now but obviously I was proven wrong.

Just wanted to close this thread by thanking the Eurail support team who resolved the issue - it took a few attempts and a couple of days but everything was fixed in time for our travel days.