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Global mobile Pass activation

Arnoldo Portillo

I have problems to activate my global mobile pass in The Rail Planner APP. The message says “Something went wrong” We couldn´t load your Pass details. Make sure you are online and try again.

Also, I have tried to uninstall and install the app again and again,  I went to Eurail Aid Office in Dusseldorf and they couldn´t help me. They were asking me a paper ticket and I understand that The Global Mobile Pass is paperless. 

Best answer by Nanja

Hi Arnoldo, did you get in touch with our Customer Support team? If you did but haven't got a reply yet, please provide me with your email address in a private message. 

In the meantime, also make sure to enable error logging: 

  • Enable the error log in the app: go to "More" → "Settings" (in the top right corner) → "Enable error logging." 
  • This gives us permission to receive details of the actions that lead to the error so that we can better understand the nature of the problem.
  • Take the same steps that led you to experience the issue.
  • If the issue persists, please click "Send + export." This will attach the error log to an email where you can type a brief summary of your issue and send it to us so that we can investigate it further.

 

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2 replies

Arnoldo Portillo

 

N
Railmaster
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  • Nanja
  • Retired Community Manager
  • 873 replies
  • Answer
  • August 3, 2021

Hi Arnoldo, did you get in touch with our Customer Support team? If you did but haven't got a reply yet, please provide me with your email address in a private message. 

In the meantime, also make sure to enable error logging: 

  • Enable the error log in the app: go to "More" → "Settings" (in the top right corner) → "Enable error logging." 
  • This gives us permission to receive details of the actions that lead to the error so that we can better understand the nature of the problem.
  • Take the same steps that led you to experience the issue.
  • If the issue persists, please click "Send + export." This will attach the error log to an email where you can type a brief summary of your issue and send it to us so that we can investigate it further.

 

Please note that I can't reply to any of my private messages at the moment. Thanks for your understanding.

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