GWR app and website update

Yes. It’s a one-off step to keep your account secure and continue using your GWR account and the GWR app.

If you’re expecting a password reset, booking confirmation, or other account email and haven’t received it:

• Please check your junk or spam folder
• Look for emails from noreply@comms.gwr.com
• Add this email address to your safe senders or contacts list to help prevent future messages being filtered

We recently updated our website and app systems, which means our emails now come from a new address. Some email providers may temporarily treat this as unfamiliar.

If you still cannot locate your email after checking your spam folder, please contact our Customer Support team. 

Most customers will only need to update the app.

If your app doesn’t work after the update, delete and reinstall it to make sure you have the latest version.

No. After the update, older versions of the GWR app will no longer work.

After the update, eTickets purchased before the update will not be visible, but you can still use them to travel.

To travel, you will need to:

• save your booking confirmation email
• download and save the PDF version of your eTicket included in your booking confirmation or My Account, and
• add tickets from the GWR app wallet to your Apple or Google wallet

If you no longer have access to your ticket and haven’t completed any of the steps above, please visit a station ticket office or contact our Customer Support team. If you need to visit a ticket office, please allow extra time on the day of travel.

Tickets booked using a Smartcard or postal delivery will continue to be processed as normal.

For tickets collected from ticket machines, collection reference numbers will not be available in the GWR app. You will be able to access these through a link to your previous bookings, in email confirmations, and in My Account.

Your booking history will be available in My Account on the GWR website.

For purchases made before the update, you can apply for a refund by submitting an online form. You will need your booking confirmation to complete your request.

Changing a ticket depends on the type of ticket you bought and how it was/will be collected.

Advance tickets

eTickets or a ticket-on-departure that hasn’t been collected yet

To change the date, time, or class of travel for a ticket purchased before the update, you will need to rebook your ticket and then request a refund. Administration fees may apply. 

Ticket-on-departure that has been collected, postal tickets, or Smartcards

Please visit a ticket office where staff can change your ticket. Any fare difference and administration fees will apply.

Anytime, Off-Peak, and other walk-up tickets

These tickets can’t be changed. You’ll need to rebook your ticket and request a refund. Administration fees may apply.

Important

If you’re not sure, you can visit a ticket office where colleagues will be able to help.

If you are a pay-as-you-go customer, you will need to update your bank card details.

To update your bank card:

1. Log in to My Account
2. Select the pay-as-you-go tab
3. Select 'Update payment details'

You will then need to load your new pay-as-you-go product onto your existing Smartcard from your home GWR station.

You can load the pay-as-you-go product by tapping in at the station. Alternatively, you can manage your card on the National Rail Smartcard Manager app.

You will have 30 days from 24 February to load a new pay-as-you-go product onto your Smartcard. If you do not do this within 30 days after the update, we will automatically close your account.

How does this affect travel on or after 24 February?

Your travel will not be affected during the planned maintenance, but you will not be able to access your account while the update is ongoing.

Once the update is complete, you will need to update your bank card details in the pay‑as‑you‑go section of My Account within three days.

If you do not update your details, we will be unable to take payment for your journeys. After three unsuccessful attempts, we will close your account.

To continue using pay-as-you-go, you will need to renew or reopen your pay-as-you-go account.

We’re working to bring this back. In the meantime, please buy these tickets at a station ticket office.

Some add-on tickets will not be available after the update. This includes:

• Bristol Airport Flyer
  • If you would like to travel to Bristol Airport and your journey is via Bristol Temple Meads. Please select Bristol Airport (A1 Bristol). If you travelling via Weston Super Mare or Worle. Please select Bristol Airport (A3 Weston).
• Legoland bus
• PlusBus (with a season ticket)
  • PlusBus tickets cannot be purchased alongside a season ticket. You can purchase PlusBus as an add-on with a standard Single or Return journey, or at a ticket office. Please note, PlusBus must be purchased as an add-on to a ticket and cannot be sold separately.

We’re working hard to restore these products as quickly as we can. While these aren’t available, please purchase them from a station ticket office.

Immediately after the update, you will only be able to buy one journey per transaction. This can be a single or return journey, or a return journey made up of two single tickets.

If you need tickets for multiple journeys, please complete them as separate purchases.

We are working hard to restore multiple-journey bookings as soon as possible.

This will be temporarily unavailable.

If you’re registering for a Smartcard, please wait until you’ve received your card before loading a ticket onto it.

Smartcard delivery takes up to five days. If you’re travelling within the next seven days, we recommend using an alternative delivery method for that ticket.

If your eVoucher is already linked to your online account, we will send you a new eVoucher with a PIN code for additional security.

If you have an eVoucher but it isn’t linked to your account, please contact us to reissue it.