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Web assistance (6)

How do I register and book online if I live outside the UK?

Registering from overseas is easy. Simply go to our registration page, change the country drop down to reflect where you are from and then enter your address accordingly. If you are registering from the United States or Canada, be sure you have selected the correct State or Providence in the drop down or you will run into problems later in the booking process.

Those registering from an overseas address will be able to collect their tickets at a self-service ticket machine or at the station window (these options cover over 300 mainline stations).

To use the self-service ticket machines you will need your ticket collection reference and the credit card or debit card used to purchase your tickets. The ticket collection reference will be e-mailed to you once your purchase is completed.

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How do I report a problem with the website?

If you're having difficulty using the web site, please first check:

Do you have similar problems on other sites? If so, you may want to discuss the problems with a computer expert.

Are there any problems with your internet provider (i.e. talktalk, Orange, Virgin etc.)? If you are having trouble with loading of pages, you may want to contact the internet provider and explain the trouble you are having.

Have you recently installed a new firewall on your PC? Some firewall settings restrict your ability to access certain pages (payment page and others). Adjusting the settings of the system may remove these restrictions.

Are you using a browser we support (e.g. Internet Explorer or FireFox)? Certain browsers, including Apple's Safari, have had issues with sections of our site which we are looking to correct.

Have you changed the security or cookie settings on your browser? You may want to restore the security and cookie settings to the factory settings and try again.

If you have run through this quick checklist and you are still having problems then either email the details to our customer support team using the Contact us section or call 0844 811 0124.

To help us quickly identify the cause of the problem, please provide as much detail as you can. Things that really help us are recording the:.

Time/date of fault.
Exact error message displayed on the computer.
What page did the message occur on (home page, payment page etc.)
The journey details you entered if the error occurred during the booking process.
A screen print of the fault. The button for this tool is usually found on the upper right hand side of the keyboard. Click the 'Print Screen' button (sometimes abbreviated 'PrtScn') and then use the paste function (Ctrl + V) in the body of the email, to load the image.

We will send this information onto one of our system support experts who will investigate the problem and respond to you as quickly as possible.

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What should I do if I am having problems paying by credit card?

All major credit and debit cards can be used with the exception of Solo or Visa Electron.

If the card you are using is neither of these and you still have problems, you should contact your bank who will be able to determine if there is a problem.

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Where can I access 'My account'?

To access 'My account' please click here

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Why is my credit/debit card being rejected?

There are a number of reasons why your payment request may have been rejected. We suggest checking all of the following:

To ensure you are protected from unknown use of your card we employ a number of identity verification techniques. To ensure we are verifying the correct details please can you ensure the address your card issuer holds for your account matches the details we have for you.

Sometimes the obvious is overlooked; check that the card has not expired and that the card number was input correctly.

Check that the correct card type was selected and that it is a card type we accept (e.g. MasterCard, Visa etc).

Your payment request may have been declined by your card issuer.

In certain instances your card issuer may not permit your particular card to be used when you are not physically present. Unfortunately, this card type will not be accepted on ours or any internet site.

Many card issuers are now adopting Verified by Visa and MasterCard Securecode internet verification systems. Your card issuer may be one of them.

You may already be enrolled in the scheme, having previously registered. Please ensure you are entering the correct details when prompted.

Your card issuer may have stipulated that you enroll in the scheme before you can continue with the booking. In cases like this please follow the onscreen instructions.

If you are interested in finding out more about the Verified by Visa MasterCard Securecode schemes please visit the following or

If you have checked that you comply with all of the above suggestions and continue to experience difficulties with payments, we suggest contacting your card issuer.

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What is Mastercard SecureCode?

Mastercard SecureCode is an additional security measure introduced by Mastercard in association with some card issuers, which further protects unauthorised use of your card while shopping online.

During shopping with us you may be asked by your bank whether you would like to enrol in Mastercard Securecode. If you are already enrolled in Mastercard Securecode you may be asked to enter your verification details.

To find out more about this service please visit

Please note that the links above are to external sites. Mastercard is responsible for the content of these sites.

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