ScotRail apologised after passengers encountered login delays, missing password-reset emails and ticket-purchasing problems during the launch of its new app and website on Thursday, July 30.
The problems affected morning commuters in Glasgow and passengers across Scotland. ScotRail temporarily kept ticket purchases available through its old app until midday while technical teams worked to resolve the disruption.
What happened during the ScotRail app launch?
The previous app, which passengers had used for years, was scheduled to stop selling tickets when the replacement platform went live.
Some customers could not access their transferred accounts or receive password-reset emails. Others were told their email address was already registered when they attempted to create another account.
ScotRail apologised and said its technical teams were working to clear the problems. The temporary extension for purchases through the old app applied only until midday on launch day and did not cancel the permanent transition.
Why has ScotRail introduced a new app?
The new app and website replace the booking platform previously supplied by Trainline. Future digital purchases will be handled through the “ScotRail New Official App” or ScotRail’s website.
The operator says the replacement system is intended to make journey planning, ticket purchases and travel management simpler, faster and more reliable.
The reported problems primarily affected account access and ticket sales. They did not automatically mean train services were cancelled, so passengers should check live journey information separately.
How to access an existing ScotRail account
Customers should download the new official app from an authorised app store and enter the email address connected to their existing ScotRail account.
They must then select “forgotten password” to create a new password. The password used for the previous app will not automatically work on the new platform.
Anyone waiting for a reset email should check their spam or junk folder. Creating a second account with the same email address may produce an “already registered” message because customer accounts have been transferred to the new supplier.
Passengers purchasing a same-day ticket can also check out as a guest without updating or creating an account.
What happens to tickets in the old app?
Previously purchased tickets cannot be transferred into the new ScotRail app. Passengers should keep the old application installed and ensure their tickets have been downloaded.
Existing tickets remain valid for the journeys shown and can be displayed in the previous app until it is withdrawn on October 21, 2026. Deleting the app too early could make an unused ticket difficult to retrieve.
Up to three months of booking history will move to the new system, but only limited information may appear. Customers who need detailed records for expenses or refunds should retain copies of their earlier bookings.
Will cards and Smartcard tickets transfer?
Saved credit and debit card details will not transfer for legal reasons. Customers may need to enter their information when paying directly by card, although PayPal, Apple Pay and Google Pay will remain available.
Passengers are also temporarily unable to load tickets onto Smartcards through the app or website. Eligible tickets can instead be added at ticket offices, vending machines or onboard where purchasing facilities are available.
ScotRail had not confirmed when online Smartcard loading would return. Its official ticket-purchasing guidance should be checked for updated information.
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How to buy a ticket if the app is unavailable
Passengers unable to use the new app can try ScotRail’s website, purchase as a guest, or use a station ticket office or vending machine.
Customers should allow additional time to buy before boarding. ScotRail introduced a £10 minimum fare for ticketless passengers on July 1, applying where someone boards without a valid ticket despite having an opportunity to purchase one.
An app error should not be treated as automatic permission to travel without a ticket when another purchasing method is available. Passengers should keep booking confirmations or payment records if they experience a technical problem.
What passengers need to do now
- Download the “ScotRail New Official App” from an authorised store.
- Reset the account password using the registered email address.
- Keep the old app installed if it contains unused tickets.
- Retain detailed booking records needed for expenses.
- Use ticket offices or machines for temporary Smartcard loading.
- Check live service information separately before travelling.
The change comes as passengers face other developments affecting travel costs, including the proposed Heathrow fare increase planned for 2028.
Travellers affected by sudden disruption may also find useful guidance on passenger options during cancelled flights, including checking booking status and contacting the operator directly.
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