THE launch of a new ScotRail mobile app has been plagued by issues.
Users have reported issues about routes not appearing on the app when attempting to purchase a ticket, as well as problems with signing in, activating tickets, and processing payments.
Posting a statement online, ScotRail said it is "sorry for the delay to anyone switching their ScotRail app today."
It added that: "We are working with our technical teams to clear this as quickly as possible and we apologise for the inconvenience.
"Customers who are having issues can continue to use the old ScotRail app to purchase tickets until midday."
Several customers have, however, raised concerns that they have, upon downloading the new app, deleted its predecessor and can now no longer access it due to it being removed from online stores.
Other users have complained that the app in its current form is not capable of storing bank details, meaning commuters need to re-enter their details each time they purchase a ticket, a functionality competing apps have.
We’re sorry for the delay to anyone switching their ScotRail app today. We are working with our technical teams to clear this as quickly as possible and we apologise for the inconvenience. Customers who are having issues can continue to use the old ScotRail app to purchase… pic.twitter.com/woFGKUUPVv
— ScotRail (@ScotRail) July 30, 2026
The new app has been launched to replace the former booking platform supplied by Trainline with a new digital ticketing system.
It means that, from today, all new ticket purchases must be made through the ScotRail New Official App or website.
It comes after the operator began a crackdown on fare-dodgers, implementing a £10 minimum fee for customers travelling without a ticket , urging people to purchase one ahead of time online or at a station machine.
Ahead of the launch of the app, customers were warned that not all data from the old platform would move automatically and that they would need to reset their password using the "forgotten password" option when logging in to the new app or website for the first time.
However, on Thursday morning, thousands of customers have reported that they have been unable to reset their passwords to be able to access the new app.
The launch has been branded a "shambles" by users online, with several commenters on X/Twitter saying it has put them off of using the ScotRail online services, instead opting to pay slightly higher prices due to service-charge fees to purchase tickets on third-party apps.
