TrainPal Account and Payment

TrainPal Account

How do I import my bookings to my account using the TrainPal App?

If you book tickets on the website without creating an account, there is a risk of losing your tickets when you change devices or clear your cache.

To access your booked tickets in the TrainPal App, please create an account using the contact email you used for booking and sign in. You will then be guided to import your bookings.

If you used a different email address to create the new account, please contact us for assistance in importing your tickets. In the TrainPal App, go to "Account" > "Contact us".


Why haven't I received my tickets?

Your tickets will be issued upon confirmation of the booking.

First, please check if you have completed the payment, including the 3-D secure verification. Also, ensure that the email you provided is correct. If it was entered incorrectly, please contact us to update it with the correct address.

Sometimes, emails may end up in your spam folder. If this happens, please contact our customer support team for assistance in resolving the issue.


How to sign in using my social media account?

If you have an existing Google, Facebook, Apple, or Huawei account, you can now use these to sign in to TrainPal and make a booking.

Please ensure that you have given us permission to use your email address, as we require it to send you booking confirmation emails.

You may have deselected this option on your social media account, or alternatively, you may have set up your social media account using only your phone number. Try adding an email address to your social media account so that we can facilitate a smooth sign-in process for you.

If you forget your password, you will need to reset it on your Facebook, Google, Apple, or Huawei account.


What can I do if I forget my password?

If you've created an account with an email and forgotten your password, don't worry about losing your tickets. You can always find them in our app. Follow these four easy steps:

Step 1: Log in to our TrainPal app.

Step 2: Go to 'Account' and select 'Sign in with Email'.

Step 3: Tap 'Forgot your password' and receive a verification code. Verify your email to reset the password.

Step 4: Sign in with your new password.

If you sign in using your social media account, you'll need to reset your password on Facebook, Google, Apple, or Huawei.


How to change my email address / name / password in TrainPal?

You can’t change it on the TrainPal website. Please download our TrinaPal app to change your relevant information. To do so, access your account and click on your username to enter the edit page. Then, go to “Basic info” to change your name and phone number, and go to "sign-in info" to change your password.


How to close my TrainPal account?

I'm sorry, but you cannot close your TrainPal account. However, you can delete your account. To do so, access your account and click on your username to enter the edit page. Then, go to "sign-in info" and select "Delete account". Find the account you wish to delete and provide the reason for deletion. Once done, your account will be deleted.



Why was my payment rejected?

Payments can be rejected for various reasons:

Your bank or card issuer may have declined the transaction. If you suspect this is the case, please contact them for more information.

It's possible that you entered your card details incorrectly. Please verify the information before proceeding with the payment.

Our payment system may not support your card type. Currently, we accept bank cards (Visa, MasterCard, American Express, Diners Club, Maestro) and Apple Pay. If the payment failure is not related to any of the reasons mentioned above, please attempt to use a different payment card.


Why is the payment still processing or pending?

This means your bank is processing the transaction. Please ensure that your card information is correct. If you see the 3-D secure verification page (which may vary in appearance for different banks), please complete the verification. If the payment is unsuccessful, we will inform you by email within 2 hours. You will not be charged if the payment does not go through.


How to confirm my booking information?

Once your tickets have been issued, you will receive a confirmation email containing your ticket collection reference or e-tickets. If you have not received this email within 30 minutes of booking, please check your spam folder.

If you can’t find your confirmation email, you can access your tickets in the TrainPal App. If you do not have an account yet, please create one using the contact email you used to book your tickets. After creating an account, import your bookings and then navigate to the "My Bookings" section to find your tickets.


My booking was not successful. Why was I still charged?

When you make an online payment, it remains in a pending state until the booking is successfully processed and the payment is collected. If the booking is not successful, we will not collect the payment.

Some banks may show the authorisation on your statement as "future operations". The transaction usually disappears from your statement within a few hours or days, although this may vary between banks.

Simply wait for a few hours or days, and you will see that you have not been charged.


How can I get an expense receipt/invoice for my travel?

To obtain a receipt in the TrainPal App:

Step 1: Download the TrainPal App.

Step 2: Log in to your current account on the TrainPal App or sign in using the contact email associated with your order on the TrainPal App.

Step 3: Agree to import your tickets in the TrainPal App under "My tickets".

Step 4: Find your bookings under "My tickets" and scroll down to "Manage my bookings".

Step 5: Select "Expense receipt".


What payment methods can I use to book tickets in TrainPal?

If you book tickets on the TrainPal website, you can pay by bank card. If you use the TrainPal App, you have the option to pay with Apple Pay, Google Pay, and PayPal.


How to change currency?

There are currently no such features on the website. Please download the TrainPal app to change the currency. Access your account and tap on "Currency". You can select the desired currency, with Euro and British Pound being the currently supported options. If applicable, the price will be converted and displayed in the chosen currency. The payment currency may vary depending on your reservation.


How to remove a bank card?

Sorry, bank cards can’t be removed but change.

Ask a question

If the questions and answers above cannot solve your problem, feel free to contact us.

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