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URGENT: Need to move Mobile Pass to a new device for the second time

  • July 13, 2026
  • 1 reply
  • 11 views
C

Hi everyone,

I need urgent help from the customer support team or a moderator.

I need to move my Mobile Pass to a new device, but since this is the second time I am doing this, the Rail Planner app is blocking me and won't allow me to do it automatically.

I have already submitted an official support ticket, but my trip is starting very soon and I am stuck without a working pass. Could a moderator please escalate my request to the support team so they can manually deactivate the pass from my old device?

Here are my details:

  • Pass Number / Order Number: 3MT***
  • Travel Start Date:July 15th (tomorrow) 

    1 reply

    R
    Railmaster
    Forum|alt.badge.img+10
    • rvdborgt
    • Railmaster
    • July 13, 2026

    You can indeed only do this only once yourself.

    Customer service should normally react within a few hours, provided you indicated that you are currently travelling or travelling soon. If you created a ticket, then it is already with customer support and no need to escalate.

     

    Since you write that your trip starts tomorrow:

    There's no need to move a pass if it has not been activated, since then you can remove it from 1 device and add it to another device. Since it's not necessary to activate a pass in advance, it sounds like it may be possible to do it this way, provided you still have access to your old phone, to cancel the activation and remove the pass there.

    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.
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