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What if I haven’t received my tickets?

It depends which type of ticket delivery option you chose.

I’ve not received my tickets in the post

We only allow Second Class postal delivery to be chosen as a ticket delivery method if the day you plan to travel is 7 days away or more. This is to ensure that enough time is left for the tickets to be delivered to you.

If 5 days has passed since you made a booking and you not been received the tickets by post then please call our support team.

I’ve not received my mobile or eticket

Both mobile and etickets can be accessed by logging into our trainline app, simply tap on the the big mint coloured button that says 'Download your mobile ticket' in 'My Tickets'.

If you don't have an account you can create one by clicking the 'Register to manage my booking' button in your confirmation email.

You can also access your tickets from the email instead, if you can't fine the email make sure you check your junk/spam folders, in case it’s hiding in there.

Travelling with Ouigo?

Tickets booked for Ouigo services will be sent to directly from Ouigo 4 days before your travel date, we are unable to send them before then.

I’ve not received my Print-Your-Own ticket

When you choose our Print-Your-Own ticket option you’ll be sent an email within about two hours with a link to download your tickets as a PDF file. If you didn’t get an email, make sure you check your junk/spam folders, in case it’s hiding in there.

If you still can’t find it in your emails, or you’ve lost your already printed Print-Your-Own ticket, you can reprint it from “My bookings” on our website.


If you haven't received your confirmation email please see Where is my booking confirmation?Where is my booking confirmation?

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