What if I fail to collect the tickets from a self-service ticket machine?
(1) If you're still at the station, please go to the ticket office and ask for help.
(2) If the station is unattended, do the following: Step 1: Take a photograph of the ticket machine showing that your tickets couldn't be printed. Step 2: Sign in to the TrainPal app. Sign in to the TrainPal app.Step 3: Find your bookings in "My tickets". Step 4: Select the refund option then upload the photograph and provide details. Step 5: Buy a new ticket on TrainPal. We'll then review your refund request within 3 working days.