General questions about your mobile Pass

Yes, it’s possible to exchange your paper Pass for a mobile Pass. To find out more, please visit our Refunds and Exchanges page.

Some benefits only require you to show a valid Pass to receive the discount. Others can only be accessed by providing your Pass cover number. 

You’ll find specific instructions for each benefit in the Pass Benefits Portal.

In the unfortunate scenario that your device gets lost, damaged, or broken with your Pass on it, you can opt to move your Pass to another device.

Open the app on your new device and go to My Pass to add your Pass using your last name and Pass number from the order confirmation email. When asked, tap 'Move Pass' and follow the steps to have your Pass moved to the new device.

Remember, if you don’t have a device available to add your Pass to, you won’t be able to travel since you won’t be able to show your ticket. You run the risk of being fined or asked to leave the train. Unfortunately, we can’t reimburse any fines you may incur or tickets you had to purchase. 

No, it’s not possible to get a refund after you’ve used your Pass, even if you still have travel days left.

Your Pass is considered used when your validity has started. Once it’s used, it’s no longer possible to get a refund.

Your mobile Pass is periodically checked against our system to ensure its validity and prevent fraud, which means that you need to be online at least once every 3 days.

We’ll send you a notification 24 hours before your 3 days are up so you can find an internet connection. If you are on a train, there may be on-board Wi-Fi that you can use (note: the Wi-Fi signal must be at least 3 bars or higher). The app does not update in the background, so you’ll need to open the app when you find a connection so we can check your Pass. This won’t affect any of your saved trips or journeys in the app.

If you haven’t been online in more than 3 days, your mobile Pass will be considered inactive and you will not be able to use your Pass until you connect to the internet and open the app. 

No, it’s not possible to add more days or countries to your Pass. However, if the Pass is unused, you can opt for an exchange. 

If, during your travels, you decide you would like to extend your trip, you can buy another Pass and add it to your app. 

A Child Pass needs to be activated in the same way as a regular Pass and can be on a separate device. The Child Pass should always have its own trip and tickets for inspection on the train.

Please be aware that a Child Pass and an Adult Pass should have the same country of residence, otherwise they cannot be added to the same device.