Errors and help

If you have unpaid journeys in Rejsekort as an app, your account is suspended, which means you cannot check in and start a journey with the app. As soon as you have paid for your journeys, you can use the app again. It may be necessary to reconnect your payment method, MobilePay, to Rejsekort as an app.

If you discover an error in the app, you should notify Rejsekort Customer Service as soon as possible. You can do so by phone: +45 70 11 33 33. Press 3 for Rejsekort, and then 2 for Rejsekort as an app. You can also write to us in the app via the contact form under 'Your journey' in the travel history.

When using MobilePay as a payment method in the app, connection issues can sometimes occur between MobilePay and the Rejsekort app. In the worst-case scenario, this could result in the app flagging you as insolvent, since payment for your journey cannot be processed.

To resolve the issue, we recommend that you do the following:

• Go to Self-Service and log in to your account.

• Under the menu item “Payment”, find “Payment Method” and click “Edit” in the top-right corner.

• Click on ‘Add payment method’ and follow the instructions.

• Once both payment methods are visible in the box, click on the three horizontal lines to the right of MobilePay to delete MobilePay as a payment method.

• Your debit card is now your primary payment method, and MobilePay has been deleted.

If you cannot check in and start a journey with Rejsekort as an app, you can try one of these five options:

1. Wait for 10-15 seconds: Allow Rejsekort as an app to find the nearest station. It might take a moment.

2. Check your location: Make sure your location on Maps or Google Maps is correct. Rejsekort as an app needs to know your location to start your trip.

3. Check that you have an internet connection: Make sure you have internet access via Safari or Chrome. Rejsekort as an app needs internet access to function properly.

4. Close and reopen Rejsekort as an app: If you still have issues, close Rejsekort as an app. You can do this by pressing the home button and swiping Rejsekort as an app up. Then open the app again and try to start your trip.

5. Check your phone's compatibility: Make sure your phone meets the requirements for using Rejsekort as an app.

You can read more about the requirements for your phone under the question 'What are the requirements for my phone if I want to use Rejsekort as an app?' on the 'Account' page.

Go to the Account →

Two typical problems in Rejsekort as an app:

1. Network issues:

• Turn off Wi-Fi as some public Wi-Fi networks do not provide internet access unless you log in (e.g. free Wi-Fi at the train station or on the bus)
• Make sure Rejsekort as an app can use your mobile data
• Generally, it is a good idea to try switching between Wi-Fi and mobile data

2. Location issues:

• Make sure your phone's location services are enabled
• On iPhone, check if the phone's time is set to update automatically
• If you are using an Android phone, follow the specific instructions to resolve location issues

If you notice an error in the journey you have made, you should inform Rejsekort Customer Service as soon as possible.

You can contact Rejsekort Customer Service by calling tel. +45 70 11 33 33. Press 3 for Rejsekort, and then press 2 for Rejsekort as an app. You can also write to us in the app via the contact form under 'Your journey' in the travel history.

If it turns out that you are entitled to a refund, the money will be transferred via MobilePay. You will receive an email with an attached invoice indicating the amount refunded. Additionally, you will receive an email with an invoice for the journeys you have made on that day.

The journey and the amount will be corrected in the app under your travel history.

If your phone shuts down, the app creates a backup of your journey. You simply need to reopen the app as soon as your phone starts up again. Your journey will still be active in the app.

If the mobile connection is interrupted during the journey due to technical issues, or if the app stops functioning (e.g. if the battery runs out of power or there is a system crash), you will automatically be checked out after 15 minutes, and your journey will no longer be active. If the issue is resolved within 15 minutes (e.g. by restarting the phone), the journey will remain active.

You can get assistance from Rejsekort Customer Service. You can contact Rejsekort Customer Service in several ways:

If you need help, you can call Rejsekort Customer Service at +45 70 11 33 33. Press 3 for Rejsekort and then 2 for Rejsekort as an app.

You can also contact us via the contact form in the app. There is a contact form under each trip in the travel history and another contact form under 'Contact' in the main menu.

It is also possible to use the contact form on the website.

When you write to us, you will immediately receive a receipt for your inquiry by email. We strive to send you a reply within two working days.

On our website, you can also find guides, video tutorials and answers to frequently asked questions.