Support

How do I add a journey?

Tap Add on the board. There are two lists: From a ticket and Without a ticket.

• Forward the booking email. Forward your booking confirmation to your personal Platted address. Platted reads it and adds the journey within a minute.
• Photograph the ticket, or Choose a photo. Take a picture of your ticket, or pick one from your photos. Platted reads the stations, date and time from it. A ticket with no date counts as the next train at that time.
• Share it to Platted. In another app, share a picture or PDF of your ticket and choose Platted. On iPhone you can share up to three pictures, or one PDF. A PDF can be up to 10 MB.
• Next train from here. See the departures from the station you are at, with the platform where the station already knows it. Looking is free. Pick a train and where you get off to add it, which needs a subscription or the free trial.
• Find the train I'm on. Already on board? Platted reads your location once and offers up to three trains you could be on, saying how sure it is. Pick yours, your stop and where you got on. If you are not moving, it says so: at a station, use Next train from here.
• Enter it by hand. Choose the stations, the date and roughly when you travel. Platted offers the real trains near your time. Pick yours.

If you turn on Steam and specials in Settings, Specials near me is on this screen too. Phones with no camera do not show the two camera rows.

Where is my forwarding address?

On the Add screen, under Forward the booking email, with a Copy button next to it. Tapping the row copies it too. It is also in Settings, under Account. The address is yours alone. It can help to save it as a contact, so it is easy to find when you forward a booking.

How do I plan a journey with Where to?

Where to? finds a journey for you when you have no ticket yet. Tap Where to? at the foot of the board. Set From, To and When, then tap Find trains.

• To. A station, or a London postcode.
• When. Leave now, or choose Leave after or Arrive by, today or on any of the next 13 days. Arrive by plans to a station. For a postcode, say when to leave.
• The answer. Journeys are in the order you can count on, from how those trains and changes have really run. The time on the right is the arrival to count on, with the booked time under it. Fastest on paper marks the quickest one in the timetable, which is not always the best bet. Tap a journey, then Add this journey to follow it.
• A city with several stations. Start typing London, and London, all stations comes first. Platted plans to or from whichever of its stations gets you there soonest, and each journey says which one it uses. London covers the 18 London Terminals, so a ticket to London Terminals is good at all of them. Birmingham, Manchester, Glasgow, Edinburgh, Liverpool, Cardiff, Bradford, Wakefield, Portsmouth, Exeter and Canterbury work the same way. This is in Where to? only, not in Enter it by hand.

You can fill in Where to? without a subscription. Find trains needs a subscription or the free trial.

What does Be there by do?

Say when you need to be there, and Platted checks your trains against that time. If a cancellation or delay would make you late, it tells you before you set off which earlier train still gets you there. It is optional, and it is for the last stop of your journey only.

• Setting a time. Open a journey and tap Be there by · Add a time. You can also set it while you enter a journey by hand, in Check these, on a planned journey before you add it, and for a regular journey in Settings. Using Arrive by in Where to? sets it for you.
• If you need to go earlier. You get a push naming the train, for example "Take the 07:42 to be in Reading by 09:00", and the journey shows a button to follow it. If there is no such train, it says you may not be there in time and offers Find an earlier journey. You get two of these pushes at most.
• You judge the rest. Platted does not know how far you are from the station, and it does not use your location for this. If it warns you only because the train is usually late, that shows on the journey and no push is sent.

Check your ticket before taking an earlier train. Platted says so where your ticket is for one train only.

How do I repeat a journey?

Open a journey and tap Repeat this journey, then choose the days. Platted adds each day's trains the night before, ready to follow, with no booking needed. To skip a day, remove that day's journey from the board. To stop, tap the cog on the board to open Settings, then tap Stop beside the journey under Regular journeys. Its journeys from tomorrow are removed; today's stays on the board. A journey with a London part or a special cannot be repeated.

A repeated journey also shows the train before and the train after yours, as "Also 16:36 · 17:36" under your train. If plans change, open your train and tap I'm getting this one on the other train. Platted follows that one instead, and Previous journeys records the train you took. If you change trains on the way, the other train comes with the connection it makes. To turn this off, use Show the trains either side when you set up the repeat, or Trains either side in Settings. Check your ticket is valid on another train: some tickets are for one train or for off-peak times only.

What do the platform colours and marks mean?

Only three things change colour. Dim means not yet confirmed. Bright means confirmed. Red means it changed.

--

Two dashes, dimThere is no platform yet.

9?

A number with a question mark, dimLikely, from Platted's own history of this train. It is not confirmed.

9

A number, dimPlanned. A platform is planned for this train but not yet confirmed.

9

A number, brightConfirmed. This is your platform.

4

A number, redChanged. The line underneath tells you what it was, for example "Platform change · was 2".

A cancelled train says Cancelled in red, with two dashes for the platform.

"Not set yet" means the train is more than 30 minutes away and no platform is planned. "Waiting" means a platform is planned but not confirmed. From 30 minutes before departure Platted checks every minute, and Waiting has moving dots.

"Usually 4 · 6 of 8" means this train stood at platform 4 on 6 of the last 8 runs where Platted recorded its platform. It is a pattern, not a promise.

"Arrive 18:54 · likely 19:01 to 19:10" appears once you are moving. 18:54 is the expected arrival, or the booked one if there is no estimate yet. The range is when this train is likely to arrive, from how it has run before. Without enough history, the range does not appear.

A letter after the number, for example 3R, is part of the same platform. Platted shows the letter and never counts it as a change. Only a different number is a change.

Why does my platform only appear a few minutes before departure?

At some stations, often the large ones, the platform is only chosen a few minutes before the train leaves. The live feed cannot confirm a platform before the station has chosen it, so neither can Platted. Until then you see the usual platform, dimmed and labelled as usual, if Platted has enough history of this train. As soon as it is confirmed it turns bright and you get a push. Where an operator plans platforms hours ahead, Platted shows the plan, dimmed, as soon as it is known.

How does Platted track a journey with a change?

Add both trains, for example Westbury to Reading and then Reading to Gatwick Airport. They can come from one booking or be added one at a time, and a journey from Where to? comes with its changes. Platted links two trains when the second leaves from the station the first arrives at, on the same day, within two hours of the booked arrival.

• Which train is which. The first train's pushes and the Lock Screen say where you are in the journey, for example "Train 1 of 2 · Westbury to Gatwick Airport", and the next train's say "Train 2 of 2 · 18:32 to Gatwick Airport". The train is named the way the station screens name it: your 17:36 to Reading might be "the London Paddington train", so the push says "Look for the London Paddington train. You get off at Reading to change."
• As you pull in. One push with your next train, its platform and how long you have: "Reading in about 5 minutes. Get off here", then "Next: 18:32 to Gatwick Airport · 9 minutes to change", then "Go to platform 4. It is planned, not confirmed yet, so check the screens as you go."
• On the Lock Screen. Once you are moving, the iPhone card splits in two: the train you are on, and your next train with its platform under a "Next platform" label, so it is never mistaken for the one you left. On Android, the card has a line such as "Next: the 18:32 to Gatwick Airport, platform 4".
• Your next train on its way in. Open that train in Platted to see where it is and how late, for example "At Didcot Parkway · 4 min late".
• If it gets tight. The journey shows how long you have, for example "4 min to change". Under two minutes it says "at risk", in red, and you get one push: "Tight change at Reading: 1 minute". If your first train is running late and you will miss the change, you hear once, with the next train on that route.

Where Platted can tell, it says whether your ticket is valid on the next train it offers. Where it cannot, it says "Check with staff that your ticket is valid on it", or asks you to check the times your ticket allows. It never guesses.

What if I stay on the train?

Some trains become another train, divide or join on the way. If you do not need to change, Platted says so instead of counting a change. In Where to? you might read "Stay on at Nottingham. It becomes the 12:25 to Mansfield Woodhouse."

You get a push as you near that station, "Stay on at" or "This train divides at", and the card says Stay on and No need to get off. These follow the My train is nearly there switch. Where a train divides, the live feed does not say which coaches go where, so check the screens and listen for announcements.

How does the London part of a journey work?

A journey from Where to? can cross London on the Tube, the Elizabeth line or another TfL service, or end at a London postcode. That part sits on the board between your trains, with no platform flap, for example "Circle line to King's Cross St Pancras" and "Next in 2, 5 and 9 minutes".

• Open it to see the line, the next trains and any line status.
• You get a push telling you which line to take, and one if the time for your next train gets tight.
• Step-free journeys, in Settings under Journeys, plans the London part by routes with lifts and ramps. Lifts that are out of use show on the journey page for everyone.
• The London part has no coaches, no delay claim and no Follow, and a journey with one cannot be repeated.

Does Platted work with Eurostar?

Yes, from and to London St Pancras. Add a Eurostar from your booking email or by hand, or plan one in Where to?, as you would any train. It is on the departures list at St Pancras too.

• At St Pancras you see the platform, then "Boarding is through the departure lounge". The push says the same when it is confirmed.
• A planned journey allows for check in, and says when it closes, for example "Check in closes 30 minutes before."
• Abroad, Platted shows the platform where the station there publishes one. Arrival abroad is by the clock: the train says Due with the time, not Arrived.
• Eurostar runs its own compensation, not Delay Repay, so Platted does not offer a claim.

What happens if my train is cancelled or cut short?

You get one push. It says where the train now ends, if it is cut short, and the next train from there that gets you to your stop: its time, platform and arrival, and whether your ticket is good on it. On iPhone, tap Follow this train on the push. On either phone, open the journey and tap "Follow the 16:12 to Manchester Piccadilly", and Platted follows that train instead. If it arrives late, delay compensation is measured from the arrival you were booked for, not the replacement's.

Why is my train late, and why might it start late?

When a train is running late, the push and the journey say why, in the operator's own words, for example "delayed by a passenger being taken ill on this train". If the train that forms yours is running late into the station, Platted tells you before yours is due to leave: "Your 07:42 from Westbury may leave late. The train that forms it is due in at 07:40."

What does Quieter coaches show?

Only what the operator sends. There are three cases.

• Counted live, coach by coach. Some trains count how full each coach is at every stop. Platted shows a strip of coaches, the quietest named by number, for example "Coaches 7 and 8 are quietest", and where the count was taken: "Counted at Farringdon". Trains are counted as they reach each stop, never ahead, so the figure is from the last stop the train reached. A coach that is not being counted shows a question mark and is never named. This is available on the Elizabeth line and on some Southeastern trains.
• The usual figure. Some operators say how full the whole train usually is at each stop, from past runs: "Usually busy from East Croydon, quieter from St Pancras". It is a pattern, not live.
• Nothing. Most operators send neither, so the section does not appear. Platted never guesses.

Coaches are named by number, never front or rear: the feed gives the order of the coaches, not which end leads.

How do Previous journeys and delay compensation work?

When your train arrives late enough for its operator to pay compensation, you get one push: "You may be able to claim Delay Repay from Great Western Railway". A week before the last day to claim, you get a reminder if you have not said you claimed. Open the journey for the claim link. Every operator has its own page and its own rules: most pay from 15 minutes late, some from 30, Grand Central from 60. The Elizabeth line and London Overground use TfL's delay refund, from 30 minutes. Eurostar runs its own compensation, not Delay Repay.

Once a journey is over it moves to Previous journeys, reached from the link at the foot of the board or from Settings under Journeys. Each journey keeps what a claim form asks for: the date, the stations, the booked and actual times, how late and why, the operator, your ticket type and booking reference. Each is copyable. The journey's page has the claim link and the last day to claim, then "I have claimed" and "Mark as paid" to keep track. "Share a summary" sends the facts as text. Each month has a line, for example "13 late arrivals, 1 cancelled, 4 you could claim for".

• Journeys are kept for 13 months, then removed. You can remove any journey sooner: long press it, or open it and tap Remove this journey. It cannot be brought back.
• Platted says "you may be able to claim", never that you are owed. The operator decides. Lateness is always the recorded arrival against the booked one. Where the arrival was never reported, the journey says "Arrival not recorded".
• If your train was cancelled, the journey asks when you got to your stop, so a claim has a time to go on.
• Following a claim link takes you to the operator's own website. Platted sends them nothing. How much each operator pays, and by when, is on our Delay Repay page.
• Previous journeys is part of the subscription.

How do I fix a journey in Check these?

If Platted is not sure it matched the right train, for example because the time on the booking did not match a train exactly, the journey waits under Check these. The journey says why. On iPhone, open it and tap Fix this train. On Android, tapping the journey goes straight to Fix this train. Pick the right train from the trains near your time, then tap Save.

A booking you forward with no subscription also waits here. It is matched once you start the free trial or subscribe.

How do I remove a journey?

On iPhone, swipe left on it on the board, or long press it. On Android, long press it. Or open it and tap Remove this journey. Platted asks you to confirm. The journey leaves the board and Platted stops checking its trains. If the journey has already run, its record stays in Previous journeys until you remove it there too. Once removed there, it is deleted for good. This is how to delete some of your data without deleting your account. The stations on your scratch map stay until you delete your account.

Notifications

• Allow notifications when Platted asks. If you said no, turn them on in iPhone Settings, Notifications, Platted, or in Android settings, Notifications, Platted.
• On iPhone, platform alerts, a change at risk and Be there by alerts are time sensitive, so they reach you through Focus. Keep Time Sensitive Notifications on for Platted. On Android they use the Platform confirmed or changed channel.
• Choose which alerts you get in Platted's Settings, under Tell me when. There are five switches: a platform is confirmed, a platform changes, a train is running late, my train is nearly there, and a train is cancelled. Late starts, changes at risk, delay compensation and claim reminders follow the running late switch. Stay on and divides pushes follow the nearly there switch. Be there by alerts have no switch: they only come if you set a time.
• You get one push per real change. The only other pushes are the ones you turn on yourself: One notification a journey in Geek Mode, and Steam and specials.

Live Activity, widgets, watches and Siri

• On iPhone, your train appears on the Lock Screen and in the Dynamic Island from 45 minutes before departure until you arrive. If you do not see it, check that Live Activities are on in iPhone Settings, Platted.
• On Android, your train appears as a silent card in your notifications. Its channel is called Your train now.
• Widgets only show a train when you have one in the next 24 hours. On iPhone they work on the Home Screen, the Lock Screen and in StandBy. Android has two, Next train and Board.
• On Apple Watch, install Platted from the Watch app on your iPhone, then add a Platted complication to your watch face.
• On a Wear OS watch, install Platted from the watch's own Play Store. It has a Next train tile and a Next platform complication, and shows your train from 30 minutes before departure. It needs Platted on your phone.
• Either watch taps once when your platform is confirmed, and twice for a change or a cancellation.
• On iPhone, ask Siri "What platform is my Platted train?" for your next train's platform.

What is Geek Mode?

Facts about the stations and lines on your journey. It is off until you turn it on: tap the cog on the board, then Geek Mode.

• On the journey page. One fact at a time, usually about your next station, with its source. A line such as Look left tells you what to look out for from the window.
• On the Lock Screen. With On the Lock Screen turned on, one line sits on your train's card. It is on until you turn it off. Your watch shows the line too: tap it for the whole fact.
• One notification a journey. Off until you choose it. It comes on long journeys only, and never more than once.
• Without a subscription. You see the first five facts for each station. The subscription has the rest.
• Not right? Tap it, say what is wrong and tap Send. You will not see that fact again, and we check it against its source, then fix it or take it down.

What is the scratch map?

A map of Britain that fills in as you travel, with the stations, journeys and hours you have done. Open it from Previous journeys, or from Settings under Journeys. You do not need Geek Mode. Pinch to zoom in, up to eight times, and tap Zoom out to go back. Share as image makes a picture of it.

The scratch map is part of the subscription. It holds station codes and the date you first went through each. It stays until you delete your account, even if you remove a journey.

How do I find steam trains and specials?

In Settings, under Specials near me, turn on Steam and specials. Choose up to five stations under My stations, or use your location once, and how far to look: 5, 10, 25 or 35 miles.

Specials near you lists the next two weeks. You get a weekly round-up, and a note on the morning one passes. Charter times change at short notice. To follow one, tap Add, which needs a subscription or the free trial. A train you are watching pass shows "Passing Westbury" with no platform. A special cannot be repeated.

Signing in

Platted has no password. You sign in with Apple or with Google, whichever you prefer, on iPhone or Android, and there is nothing to remember or reset.

The two are separate accounts. A journey added after signing in with Apple is not there if you later sign in with Google. So if your board is suddenly empty, you have almost certainly signed in the other way. Settings says which one you used, under Account: "Signed in with Apple" or "Signed in with Google". Sign out there and sign back in with the other, and your journeys are where you left them.

We cannot join two accounts together, so pick one and keep to it. Your watch uses whichever account your phone is signed in to.

If you chose Hide My Email when signing in with Apple, our emails reach you through Apple's forwarding address. That is fine, and it does not affect your own Platted forwarding address for bookings.

Subscription and free trial

Platted is free to download and comes with a 7 day free trial. After that it is £1.99 a month or £14.49 a year. Apple or Google handles payment, depending on your phone.

Without a subscription you can see the departures from a station and a train's stops with Next train from here, see Specials near you, and read five facts for each station in Geek Mode. Adding a journey in any way needs a subscription or the free trial, as do Where to?, Find the train I'm on, regular journeys, Previous journeys and the scratch map.

To manage or cancel, tap Manage subscription in Platted's Settings. Or on iPhone, open iPhone Settings, tap your name at the top (your Apple Account), then Subscriptions, then Platted. If you do not want to be charged when the trial ends, cancel at least 24 hours before it ends. Refunds are handled by Apple at reportaproblem.apple.com.

On Android, open the Play Store, tap your profile picture, then Payments and subscriptions, then Subscriptions, then Platted. Cancel at least a day before the trial ends if you do not want to be charged. Refunds are handled by Google, as its Google Play refund page explains.

Is there an Android app?

Yes. Platted is on Google Play now, for Android phones and Wear OS watches. Install it on your phone first, then on your watch from the watch's own Play Store. The iPhone app is on the App Store. Sign in with the same Apple or Google account on every phone and your journeys are there: an Apple sign in and a Google sign in are separate accounts.

How do I delete my account?

In Platted, on iPhone or Android, go to Settings, then under Data tap Delete account and all journeys, then Delete everything. If you signed in with Apple on iPhone, Apple asks you to confirm. On Android, to stop Platted using your Apple ID too, sign in at account.apple.com and open Sign in with Apple.

This removes your account and everything tied to it straight away: your journeys, previous journeys, regular journeys, forwarding address, booking emails, ticket photos, scratch map, Geek Mode and specials settings, and alert settings. It cannot be undone. We send one last email to confirm.

Without the app, email support@platted.co.uk from the address on your account and we will delete it within 30 days.

Weftworks Limited, which makes Platted, keeps no account for you afterwards. A few things take longer or stay, as our privacy policy sets out: backups are overwritten within 35 days and service logs are deleted after 30, and payment and tax records stay as Apple, Google and HMRC require. Anything in a support conversation stays until you ask us to erase it at privacy@platted.co.uk. Records of how trains ran stay too, and they name no one.

Deleting your account does not cancel your subscription. On iPhone, cancel it in iPhone Settings as above. On Android, cancel it in Google Play, under Payments and subscriptions.

Contact

Email support@platted.co.uk. If it is about a train, tell us the date, the time and the stations, and what you saw.