Frequently asked questions

With CityRail online ticketing, you can:

• purchase MyTrain tickets - Monthly (28 days), Quarterly (90 days) and Yearly (365 days);
• purchase MyMulti tickets - Monthly (28 days), Quarterly (90 days) and Yearly (365 days);
• register long-life tickets purchased at stations; and
• request a refund or replacement if your ticket is lost, stolen or damaged.

Tickets are mailed to your home address.

Select the "Register Now" link located at the bottom of the page.
Complete all of the required fields and follow the prompts on the screen.
You can also subscribe to receive CityRail information.

Step 1 - Login in to CityRail's Online Ticketing System
To purchase tickets online, you must be a registered user of CityRails Tickets Online. If you're not currently a member Register Online now!

Step 2- Select Tickets
Select your Ticket Type, Origin, Destination/Pass Zone/Duration and the start date of your ticket/s and add them to your Shopping Cart.
Check that all details are correct.
Then continue to checkout.

Step 3 - Complete Ticket Purchase
The Payment Form will display detailed information on your ticket purchase.
Select the delivery option that best suits you from the ones that are available (fees apply)
We only accept MasterCard and Visa Card for payment of ticket purchases.
You will be asked to review and accept the CityRail Online Ticketing terms and conditions before proceeding with the transaction.
To complete your ticket purchase, click on the 'Place Order' button.

Step 5 - Ticket Confirmation
After successfully completing your purchase, you will be presented with a ticket confirmation page and an e-mail will be sent to your registered e-mail address confirming the details of your transaction.
If you experience any difficulties purchasing tickets online, please contact us and a customer representative will be in contact with you.

We accept MasterCard and Visa as methods of payment.

There are two methods of delivery:

Express Post ($4.00) - ticket orders consisting of up to three tickets
We use Australia Post's Express Post service. Please allow three working days for delivery to eligible cities within Australia. Please check with Australia Post that your area is covered by Express Post delivery.

Platinum Post ($10.00) - ticket orders consisting of four or more tickets
We use Australia Post's Express Post service. Please allow three working days for delivery to eligible cities within Australia. Please check with Australia Post that your area is covered by Express Post delivery.

Tickets will only be posted to the address specified at the time of order.

Corporate customers may arrange to pick up bulk orders from our corporate office. Please contact your Corporate Ticketing representative to arrange this

We endeavour to produce tickets within three business days of the order being paid.

Express Post and Platinum Post mail is guaranteed to be delivered the following business day in the Express Post Zone. Please refer to Australia Post website for details.

If you have not received your tickets after these times, please contact us with your order details and we'll get back to you to discuss any available options.

Our preferred delivery method is via mail to your nominated mail delivery address.

No. An Australian residential and delivery address is required.

To change your e-mail address:
1. Login to the CityRail Online Ticketing System with your existing e-mail address and password.
2. Once you have logged in, update your information in the Update Profile menu located under My Account.
3. Once completed click on Update to save changes.

To change your password:
1. Login to the CityRail Online Ticketing System with your existing e-mail address and password.
2. From the Update my Details menu, click on Change Password.
3. Enter the required information in the fields provided.
4. Click on Update to save the changes you have made.

Use the "Forgot Password" function. Enter your e-mail address and answer the secret question that you set up at the time of registration. A new password will then be sent via e-mail.

As a security measure, your account may be locked after too many failed login attempts.

Your account will be unlocked after a 30 minute period.

If you have purchased concession tickets you are required to present a valid proof of entitlement every time you use and travel with the ticket. Please refer to the Concessions page for valid concession card details and conditions.

Fines may apply to customers travelling on a Concession Ticket who cannot produce a valid concession card at the time of request.

It is also a breach of the CityRail Online Ticketing Terms and Conditions and customers may have their ticket cancelled and their account closed.

If you have nominated to collect your replacement (damaged) ticket at a nominated pickup location you are required to present a copy of your order and photo I.D. when collecting your tickets. If you have purchased a concession ticket, you are also required to present a valid concession card.

Tickets may only be picked up at the location and within the designated times selected at the time of lodgement.

To ask a question or submit a suggestion, compliment or complaint, please complete the Feedback form or call 131 500.