Website, My Account and Mobile App

No, a ticket that has been deleted cannot be resent to your mobile phone. Therefore, please treat the ticket as thought it was a paper one and make sure you do not lose it.

Yes, our mobile site allows you to search for and purchase train tickets using your mobile phone.

Is this free?

We do not charge for using this service although you may encounter data usage fees from your mobile service provider if your plan does not include 3G usage.

With continuous live updates on train times and ticket availability we cannot offer you a quote by e-mail.

Please use the 'Find your train' panel on our website, where you can find up to the minute information covering all aspects of train travel including ticket types, fares and routes.

If you encounter any problems while making the booking then why not e-mail our web support team using the 'Contact us' tab at the top of this page.

The best way to check train times, fares and buy tickets using your mobile phone is to use our mobile app, called 'Train Tickets'. 

Visit the mobile app page to find out if your handset is supported, how to install the app and the benefits the app offers. 

If your phone is not yet supported, you can check train times, fares and availability wherever you are using CrossCountry's mobile website. Simply go to 'm.crosscountrytrains.co.uk' in your mobile phone's browser.

Buying a ticket
To purchase a ticket via our application, please follow the steps below:

• Select the 'Find a train' option from the home screen
• You will then progress to the 'Plan journey' page where you will need to select the journey you plan to make
• Once you have selected your journey, including departure and return dates (if applicable), you will be shown the ticket options available for your journey and their price
• Once you have selected the ticket you wish to buy, you will be shown the restrictions that apply to that ticket
• Continuing from this you will be asked to select the 'Payment option' you wish to use; either a card previously used to buy a ticket via the app or a new card
• Once payment option has been selected you will be asked to input the payment card details into the application on your mobile. If a previous card has been selected, you will just need to re-enter the three digit card security code. Once completed, you will be shown a final confirmation of your journey prior to confirming the purchase
• Selecting 'Buy tickets' on the 'Purchase details' page will purchase the ticket
• Your ticket can now be viewed in the 'Ticket wallet' section of the application. From this page you can check the details of your ticket, including collection and validity information. Please note you may need to refresh the page for your ticket to display
• You can collect your tickets 10 minutes after booking when you are travelling in less than 2 hours. Otherwise you can collect at any point 2 hours after the booking.
• M-tickets will be stored within the 'Ticket wallet' and must not be deleted until the journey has been completed
• You must activate your M-ticket just before travel and carry the payment card used to buy the ticket, which should also be in your name

All bookings made using the application are completely secure. All purchases are made directly to the debit/credit card.

Tickets can be checked via the ticket wallet section of the mobile app, when you make a booking using the app it can be viewed through the 'My account' section on the CrossCountry website. 

Bookings made on the website will be able to be viewed on your mobile phone/device the next time you are connected to a network, giving you total access to your journey details wherever you are. 

Once you have completed your booking, a confirmation email will be sent to your registered email address when booking on the website and mobile app. Alternatively you can check in 'My account' or your ticket wallet when using the Train Ticket app.

You can download the application for free direct to your phone by visiting app.crosscountrytrains.co.uk on your mobile device or you can download the app directly from the selected app store.

For more information about the benefits of the Train Tickets application please click here.

All transactions made using the application are totally secure.

In order to pay for tickets on our mobile site you must be registered and use an appropriate credit or debit card. Click here to register.

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 province 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.

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, 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 0371 244 2389.

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.

Please contact our dedicated Web Support team on 0371 244 2389 (Option 3) where they can assist your further.

The easiset way to check if your booking has gone through is to:

1. Close the application
2. Open the application again
3. Navigate to the ticket wallet list, and refresh the list
4. Check if the booking is in the list - if it is, your booking has been successfully processed

If you are still not confident, please contact us.

You should receive an e-mail confirmation within two hours of booking. If you haven't received this please check in your account or call us on 0371 244 2389.

Maps showing all the Rail Stations and Routes across the country are available on the National Rail website. 

These maps require the free Adobe Acrobat Reader software to view.

When you register with us we ask you to choose a password to protect your account. Your password can be used to access your account - for example to see previous bookings and access your preferences.

Passwords must be between 7 and 10 characters long, and cannot include an apostrophe or < > characters.

I've forgotten my password, can you send me a reminder?

For your security we store your password using irreversible encryption, so unfortunately we cannot send you a copy of it if you forget it. However, we can generate you a new temporary password to allow you to login and choose a new password.

Please click here and enter the email address you registered with and we'll send you a temporary password or you can the 'forgotten password' link from our homepage.

Why can't I choose a password longer than 10 characters?

At present some of our systems do not allow passwords longer than 10 characters, hence we require you to choose a password no longer than 10 characters in length.

Why cannot I not use apostrophe and < > characters in my password?

We use security systems to protect against malicious attacks on our systems. These systems can interpret certain sequences of characters as malicious activity, hence to avoid false alarms we do not allow certain characters in our passwords.

I think someone has hacked into my account, what should I do?

You should change your password to a new one.

To access your account someone would have needed to either know your email address and password, used a device where you were logged in, or used a device where you had saved your email address and password. If you are using a public computer ensure that you logout after using our website. We recommend that you set a PIN or password lock on any mobile phone where you have stored your details in case it is lost or stolen.

I think someone has hacked into my account and used my stored credit cards.

Even with access to your account it is not possible to recall the full credit card number(s) that you have stored with us, only the last 4 digits.

To make a purchase you still require the 3 or 4 digit card security code - hence it is not possible to make a purchase on your card with access to your account alone.

We accept Visa Credit, Visa Debit, MasterCard, American Express, Diners Club and Maestro cards.

Our booking systems cannot accept Visa Electron or Solo cards.  

Please note: If you are collecting tickets from a Self-service ticket machine only standard shaped cards are accepted. Non-standard cards such as Mint cannot be used. In such cases please speak to a member of Travel Centre/Ticket Office staff who will be able to assist.  

When making payment on our website or mobile app, you can be assured that your debit/credit card details are secure and protected. We use Secure Sockets Layer (SSL) technology. This technology encrypts your card details and stops anyone else accessing them.  SSL is recognised as a secure method of online payment.

In addition, we also use MasterCard SecureCode or Verified by Visa. These two are an additional security measure introduced by both companies 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 enroll in MasterCard SecureCode or Verified by Visa. If you are already enrolled in either of these, you may be asked to enter your verification details.  

If you are having problems or you card is being declined, you should contact your bank who will be able to identify if there is a problem.

Mobile Tickets can be moved between any iOS or Android device and are not restricted by manufacturer. Please call our Web Support Team on 0371 244 2389 (Option 3) where they can assist your further.

Your mobile phone must be able to display the ticket on your phone screen. If your phone battery has died, you will be unable to retrieve your mobile ticket. Therefore, you will have to purchase a new ticket for the journey you wish to make.

Our customer service team will endeavour to resolve any queries you may have from your use of our website.  However, if you are unhappy with how we have dealt with your query, you can contact the European Commission Online Dispute Resolution Platform.

Much like our website, you can purchase a full range of tickets on the mobile site. Depending on the ticket you buy, you will either have the ticket immediately delivered to your phone or tablet as a M-Ticket (certain routes only), or you will receive a code allowing you to collect your ticket at the Self Service ticket machines at the station.

To access 'My account' please click here.

We will send you an e-mail confirming the details of your booking.

Tickets purchased on the mobile site are not yet available in the My account section of our website.

You will need the reference number to change or cancel your booking when applicable.

When collecting your tickets at the station you will need the ticket collection reference and the card used to make the payment to do so.

However, if at any stage of the journey you experience any problems with your ticket, please feel free to call us on 0371 244 2389.

You can now buy train tickets on your mobile with CrossCountry's free application called Train Tickets. This is perfect for planning your journey in real-time or buying tickets whenever or wherever you are.

With the application you can view train times for all national routes and buy tickets quickly and easily in just a few clicks, then collect your tickets from any station self-service ticket machine. The App can be downloaded from the Google Play Store and the App Store. 

There are no booking fees or additional charges for purchasing your journey through our mobile application. Our applications are designed to download as little data as possible, but depending on the contract you have with your mobile service provider, you could be subject to data charges for using the internet. These charges are not related to CrossCountry and if you have any queries we advise you to contact your network provider.

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 or MasterCard Securecode schemes please visit the following www.visaeurope.com or www.mastercard.com. 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.

Your postcode may not be registered with the Royal Mail address database.

To search or register your address please go to the postcode finder application on the Royal Mail web site.

To make a train booking your address will need to be manually updated on our system, this can be done by calling 0371 244 2389.

There are no booking fees or additional charges for purchasing your journey through our mobile application.

Our applications are designed to download as little data as possible, but depending on the contract you have with your mobile service provider, you could be subject to data charges for using the internet. These charges are not related to CrossCountry and if you have any queries we advise you to contact your network provider.