Mobile Pass
If your device gets lost, damaged, or broken while your Pass is on it, you can transfer your Pass to another device. Please contact our Customer Service team, and we will assist you in moving the Pass to the new device.
Paper Pass
In the unfortunate event that your Paper Pass is lost or stolen, it can't be replaced, meaning you can't get a new copy with the same Pass number. You will either have to buy a new Pass or replacement train tickets to continue traveling. You can buy a new Pass on our website and have it shipped to your accommodation address in Europe, or you can buy a new Pass at the international ticket office of most large stations in Europe.
Please bear in mind that we won't be able to reimburse you for the lost/stolen Paper Pass, nor for the extra expenses. We strongly recommend that you obtain travel insurance prior to your trip to ensure you are covered in these situations.