A: We're sorry that you've experienced problems whilst uploading a photograph. There can be a number of causes for this - some of which are difficult to diagnose. We’ve compiled a list of trouble-shooting tips that you can try before contacting us:
◦Retry the photo upload. Close your web browser before restarting it and logging in again
◦Make sure you have up-to-date web browser software. Although our website supports the top browsers (such as Internet Explorer, Chrome, Safari, Mozilla Firefox and Opera), some older versions of these browsers are more likely to cause problems uploading image files to our website. Try updating your web browser to the latest version, or try a different web browser/computer
◦Make sure your image is 2 megabytes (2Mb) in size or less. We accept images up to 2Mb in size but the smaller the file the better - it will take less time to transfer to our servers. Crop your photograph before uploading and/or reduce the quality but be careful - the picture still needs to be clear enough to print on the Railcard
◦Check that your internet service provider (ISP) is not experiencing problems. These are often difficult to detect but if other websites are unusually slow (especially noticeable when downloading images), then your ISP may be having network issues or might be congested. You may want to check with your ISP by visiting their 'service status' webpage
If you have done all of the above and are still experiencing problems, then please call us on 0345 3011 654.