How to Fix the Most Common ScotRail New App Issues

Quick Answer

The new ScotRail app—officially called "ScotRail Train Times & Tickets" until October 21, 2026—has launched but is experiencing significant issues, primarily with password resets, login crashes, and website compatibility. Users who cannot access the new app should continue using the old app, which remains active until midday today (July 30, 2026).

ScotRail has acknowledged the problems and is working with technical teams to resolve them. The core fix is straightforward: download the new app, attempt a password reset, and if that fails, use the old app or website as a temporary workaround.

Key Facts

• The old ScotRail app stopped working on July 30, 2025, but has been reactivated due to new app issues and will remain available until midday today (July 30, 2026)
• Users must download the new app and reset their passwords to access it
• Only limited customer account data has transferred from the old app to the new one
• Thousands of users have reported being unable to reset passwords, with emails not arriving
• The new app crashes upon login for many users after successful password reset
• The ScotRail website is also experiencing issues for some users
• ScotRail has apologized for the chaotic launch and is working with technical teams
• The new app offers mobile tickets, live times, service alerts, and Tap&Pay functionality
• Users can download the app from the App Store (iOS) or Google Play (Android)
• Downloading ticket history from the old app is recommended before it stops working

Why the New ScotRail App Launch Has Been Problematic

The transition from the old ScotRail app to the new one was always going to create some friction, but the scale of the issues has surprised many. The old app, "ScotRail Train Times & Tickets," was set to be fully retired on July 30, 2025.

However, the launch of the replacement app has been anything but smooth, with reports of widespread login failures, password reset emails not arriving, and the app crashing immediately upon sign-in.

The Password Reset Bottleneck

The most frequently reported issue involves the password reset process. When users download the new app and attempt to log in with their existing credentials, they are prompted to reset their password.

However, many users report that the password reset email never arrives in their inbox. This is not a simple spam folder issue—users have checked spam, junk, and all other folders without success.

This bottleneck is critical because without a successful password reset, users cannot access any of the app's features, including mobile tickets, journey planning, or Tap&Pay. The Herald Scotland reported that thousands of customers have been unable to reset their passwords to access the new app.

ScotRail has acknowledged this on social media, stating they are working with their technical teams to clear the backlog as quickly as possible.

App Crashes After Login

Even for users who successfully reset their password, the experience is not necessarily smooth. Multiple reports indicate that the new app crashes immediately upon login for some users.

This suggests a deeper compatibility or server-side issue that is not resolved by simply entering the correct credentials. One user on Reddit described the frustration: "App just crashes as soon as I try to sign in every time." Another user on Facebook reported: "Password now the app just crashes when I log in.

Cleared the cache as it said the app had a bug still no joy?" These reports indicate that the issue is not limited to one device type or operating system.

The Impact on Daily Commuters

For Glasgow commuters in particular, the timing could not be worse. The launch date of July 30, 2026, means that users who rely on the app for daily travel are facing disruptions precisely when they need it most.

The Glasgow Times reported that Glasgow commuters awoke to issues with the new ScotRail app, forcing many to scramble for alternative ticketing methods. The old app has been kept active until midday today specifically to allow users to continue purchasing tickets while the new app issues are resolved.

This is a pragmatic move by ScotRail, but it creates uncertainty: users do not know when the old app will stop working, and they cannot rely on the new app yet.

What Exactly Has Transferred and What Hasn't

One of the most confusing aspects of the transition is the data transfer. ScotRail has confirmed that only limited customer account data has transferred from the old app to the new one.

This means that users may find that their saved payment methods, travel history, or ticket passes are not automatically available in the new app.

What You Need to Do Before the Old App Stops Working

Given that only limited data has transferred, users should take proactive steps to secure their information before the old app is permanently retired. ScotRail recommends downloading your ticket history from the old app if required.

This is important if you have unused tickets, refund claims, or expense tracking needs. The practical guidance here is straightforward: open the old app while it is still active, navigate to your account or ticket history, and export or screenshot any relevant information.

This is a precaution that could save significant hassle later.

What the New App Offers

Despite the launch issues, the new app does bring several improvements. According to ScotRail's official page, the app provides mobile tickets, live train times, and service alerts in one place.

The Tap&Pay feature is particularly interesting: it allows users to pay for travel without entering journey details each time, similar to contactless payment systems on other transport networks. The Scotsman reported on a user who loved using the Tap&Pay feature but encountered a shock when an error occurred.

This highlights that while the new functionality is promising, it still has rough edges that need smoothing out.

The Name Confusion

Adding to the confusion, the app has been referred to by different names. ScotRail's emails and communications have called it the "ScotRail New Official App," while the app store listing may show a different name.

One Reddit user noted that the app is called "ScotRail TRains" (presumably a typo or branding issue) when all the emails said it was going to be called something else. This inconsistency does not help users who are already struggling with technical issues.

How to Fix the Most Common Issues Right Now

Based on the reported problems and ScotRail's official responses, here is a practical troubleshooting guide for users facing issues with the new app.

Issue 1 Password Reset Email Not Arriving

This is the most common issue. If you have requested a password reset but the email has not arrived within 15-30 minutes, try the following steps:

1. Check your spam and junk folders – This is obvious but worth repeating. Some email providers may flag automated password reset emails as suspicious.
2. Whitelist ScotRail's email domain – Add @scotrail.co.uk to your contacts or safe senders list, then request the reset again.
3. Use a different email address – If you have multiple email accounts, try registering with a different one. Keep in mind that only limited account data has transferred, so your account may not be linked to your old email.
4. Wait and try again later – ScotRail has acknowledged server-side issues that may cause delays. Trying during off-peak hours (late evening or early morning) may improve success rates.
5. Contact ScotRail customer support – If none of the above works, reach out to ScotRail directly via social media (Twitter/X) or their support page.

Issue 2 App Crashes on Login

If you have successfully reset your password but the app crashes when you try to log in, try these steps:

1. Clear the app cache – On Android, go to Settings > Apps > ScotRail > Storage > Clear Cache. On iOS, you may need to offload the app and reinstall it.
2. Reinstall the app – Delete the app completely, restart your phone, and download it again from the App Store or Google Play.
3. Try logging in on the website – Some users have reported that the ScotRail website also does not work. However, if the website is functional for you, log in there first to verify your credentials, then try the app again.
4. Use the old app for now – As ScotRail has confirmed the old app will remain active until midday today, you can continue using it to purchase tickets while the new app issues are investigated.

Issue 3 Website Not Working

Some users have reported that the ScotRail website is also not working properly. If you are experiencing this:

1. Try a different browser – Switch from Chrome to Firefox, Safari, or Edge to rule out browser-specific issues.
2. Clear browser cache and cookies – This resolves many website loading problems.
3. Use incognito/private mode – This bypasses cached content and extensions that may cause conflicts.
4. Use the old app as a fallback – If the website and new app are both down, the old app remains the most reliable option for ticket purchases.

Issue 4 Tap&Pay Not Working Correctly

The Tap&Pay feature is new and may have its own set of issues. Based on reports from The Scotsman, users have encountered errors when using this feature.

If you experience problems:

1. Ensure your payment method is correctly added – Verify that your card details are saved correctly in the app.
2. Check for app updates – ScotRail may release updates that fix Tap&Pay issues.
3. Use a different payment method – If one card is not working, try adding another.
4. Report the issue to ScotRail – Since Tap&Pay is a new feature, ScotRail needs user feedback to identify and fix bugs.

What Happens Next and How to Stay Updated

The situation is evolving rapidly. ScotRail has issued apologies for the chaotic launch and is actively working with technical teams to resolve the issues.

Based on the timeline provided, the old app will remain active until midday today (July 30, 2026). After that point, users who have not successfully transitioned to the new app may face difficulties.

ScotRail's Communication Channels

ScotRail is using multiple channels to provide updates:

• Twitter/X (@ScotRail) – The most active channel for real-time updates and issue acknowledgment
• Facebook (ScotRail) – Official posts and user comments
• Official website (scotrail.co.uk) – Important information about digital tickets and app changes
• News outlets – BBC News, Herald Scotland, Glasgow Times, and The Scotsman have all covered the story

Users are advised to check these channels regularly for updates on when the issues are resolved and when the old app will finally be retired.

What to Do If You Miss the Transition Window

If the old app stops working before you have successfully migrated to the new app, you still have options:

1. Buy tickets at the station – Ticket machines and staffed ticket offices remain available at most stations.
2. Use contactless payment – If your journey is within a contactless area, you can pay directly with your bank card or mobile wallet.
3. Buy tickets online – The ScotRail website, once fixed, will allow online ticket purchases that can be collected at the station.
4. Use third-party apps – While not ideal, other journey planning apps may offer ticket purchasing options for ScotRail services.

The Bigger Picture Why This Matters

The ScotRail app issues are more than just a technical inconvenience. For many passengers, the app is the primary way they purchase tickets, check live times, and receive service alerts.

When the app fails, it creates real-world problems: missed trains, long queues at ticket machines, and frustration for commuters who rely on public transport. The fact that this launch has been so problematic suggests either insufficient testing, server capacity issues, or a combination of both.

The password reset email problem, in particular, points to a backend authentication system that was not properly configured for the user volume it received. For ScotRail, the reputation damage is significant.

Users who were already frustrated with service delays or cancellations now have another reason to be dissatisfied. The apology issued by ScotRail is a necessary first step, but users will ultimately judge the company on how quickly and effectively the issues are resolved.

Frequently Asked Questions

Why can't I reset my password on the new ScotRail app?

The password reset system has been overwhelmed by demand since the new app launched on July 30, 2026. Thousands of users have reported that the reset email never arrives.

ScotRail is working with technical teams to resolve this server-side issue. In the meantime, try adding @scotrail.co.uk to your safe senders list, check all email folders, or use the old app which remains active until midday today.

Will my old app still work?

Yes, the old ScotRail app is still functional and will remain active until midday today (July 30, 2026). ScotRail reactivated it to allow users to continue purchasing tickets while the new app issues are resolved.

However, after midday, the old app is expected to stop working permanently. It is recommended to download your ticket history from the old app before it is retired.

What happens to my saved tickets and payment details?

Only limited customer account data has transferred to the new app. This means your saved tickets, payment methods, and travel history may not be automatically available.

ScotRail recommends downloading your ticket history from the old app if required. You will likely need to re-enter payment details in the new app once it is working properly.

Is the ScotRail website also affected?

Yes, some users have reported issues with the ScotRail website as well. If you cannot access the website, try using a different browser, clearing your cache and cookies, or using incognito mode.

The old app remains the most reliable option for ticket purchases while the website and new app issues are being resolved.

What should I do if I need to buy a ticket right now?

If you cannot use the new app or website, you have several options: continue using the old app until midday today, buy tickets at the station using ticket machines or staffed counters, use contactless payment if available for your journey, or purchase tickets online through third-party platforms that offer ScotRail services. ScotRail has apologized for the inconvenience and is working to resolve the issues as quickly as possible.

Reference Notes

Information in this article is based on publicly available sources including ScotRail's official website, social media channels, and news reports from BBC News, The Herald Scotland, The Scotsman, and The Glasgow Times. Some details may change over time as ScotRail resolves the technical issues.

Verify with official sources before acting, particularly regarding the status of the old app's retirement timeline and the new app's functionality.