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General questions about your mobile Pass
- Can I exchange my mobile Pass for a paper Pass or vice versa?
No, unfortunately we can’t directly exchange a mobile Pass for a paper Pass, or vice versa, as these Passes are maintained by separate systems.
If your Pass is still eligible for refund, you can request a refund and place a new order for a different type of Pass.
- How do I get benefits and discounts with my mobile Pass?
For Pass benefits that are on location, simply show your mobile Pass in the My Pass view to the person behind the counter to get the discount.
If you are accessing a benefit online, you can generally use your Pass number as a discount code on the website of the benefit provider.
You’ll find more specific instructions for each benefit in the Pass benefits section.
- What should I do if I lose my phone?
If you lose your device with your Pass on it, please get in touch with Eurail customer service as soon as you can.
If you want to board a train, you’ll need to purchase a separate ticket for your journey. We unfortunately cannot offer any refunds for this.
- Is it possible to get a refund if I’ve only partially used my Pass?
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 first travel day has started (for a Flexi Pass), or from when your validity has started (for a Continuous Pass). Once it’s used, it’s no longer possible to get a refund.
- How does the internet requirement work?
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. 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.
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.
- Can I upgrade my Pass with more days or countries?
No, it’s not possible to add more days or countries to your Pass. If you do decide to travel for longer, you can simply buy another Pass and add it to your phone.
- How do I use a Child Pass?
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.