Double check you have keyed your ticket collection reference number in correctly. Make sure you’re also using the same payment card you used to purchase your ticket.
If you have time, call our web support team on 03457 44 44 22, selecting option five.
If you need to catch your train, we advise you to purchase a new ticket and apply for a refund by explaining the situation. You may be required to send in the second set of tickets as proof.