Technical Issues

Website Account

• I cannot cancel my order or request a refund: You currently have no orders eligible for a refund / cancellation
• I cannot find my pass or order on my account
• My date of birth is wrong - differs by 1 day
• Pass cannot be added for reservations
• The trip and journeys I added on the app does not show on my website account

Emails related problems

• I have not received my password reset e-mail

Reservations

• I do not see my reservations on the app
• I paid for my reservations but have not received the confirmation e-mail
• Not able to proceed with the Payment
• Reservations payment cannot be finalised

Railplanner App

• Contacting us about an issue
• Detailed guide on how to add journeys to the Pass and get the tickets (QRs)
• How do I change the language on the app?
• I cannot activate my Pass: I am being asked for a Password / My password is not being accepted
• I cannot activate my Pass: I get a black screen
• I cannot activate my Pass: Something went wrong error

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Payment

• Check out issues
• I have a problem paying for my pass(es)