Frequently Asked Questions

The services are not available to persons under the age of 17 or to anyone previously suspended or removed from the services by Indian Railways. By accepting the Terms & Conditions or by otherwise using the Services or the Site, you represent that You are at least 17 years of age and have not been previously suspended or removed from the Services. You represent and warrant that you have the right, authority, and capacity to enter into this Agreement and to abide by all the terms and conditions of this Agreement. You shall not impersonate any person or entity, or falsely state or otherwise misrepresent identity, age or affiliation with any person or entity.

The Android version of the application can be downloaded from Google Play Store.

The Windows version of the application can be downloaded from the Windows Store and the iOS version can be downloaded from the Apple store.
The application is free to download.

The passenger should have Android/Windows/iPhone smartphone only. The phone should have minimum GPRS connectivity to use the services. The passenger should have money in their Railway Wallet (R-Wallet) or use Net-banking/Debit/Credit card facility. In order to book paperless tickets, the smart phone should be GPS enabled.

Registration can be done through mobile phone application or website (https://www.utsonmobile.indianrail.gov.in).

The passenger first will get registered by providing his/her mobile number, name, password, gender and date of birth.

After successful registration, an SMS will be sent to the user with login-id and password and zero-balance R-Wallet will be created without any additional cost.

No, it is not mandatory to top-up the R-Wallet. The application is integrated with the other payment options like Net-banking/Debit card/Credit card/UPI/Wallets through Paytm, MobiKwik , FreeCharge payment aggregators.

According to the Railway commercial rule, a passenger should enter the Railway premises after purchasing the ticket. Hence, booking a ticket using utsonmobile application inside the station premises is not permissible.

The passenger can book either Paperless or Paper mode of ticket.

Paperless Ticket: While booking the ticket, the passenger current geo location will be checked using phone GPS and the ticket will be booked if the passenger is not inside the Railway fencing area like station premises and inside the train. The passenger can travel without taking hardcopy of the ticket. The smartphone should be GPS enabled. However, the GPS is not required to book/renew season tickets.

Paper Ticket: The passenger can book ticket from anywhere. On successful booking of ticket, the passenger will get Booking ID along with other ticket details as SMS/Notification. The passenger should go to the source station and take print out from the ATVM, CoTVM, OCR machines using the booking ID. The passenger can also approach UTS booking counter to take ticket printout.

GPS is necessary to book the ticket in Paperless mode. For Paper based ticket, the usage of GPS is not mandatory.

Three types of ticket can be bought such as Journey ticket, Season ticket and Platform ticket (both Paperless and Paper based).

  • For Paperless mode, the print of the ticket is not required and not allowed.
  • For Paper based ticket, the print of the ticket is mandatory and travel without printed ticket will enforce penalty.

The passenger should go to the source station and take print out from the ATVM, CoTVM, OCR machines using the booking ID. The passenger can also approach UTS booking counter to take ticket printout. Travel without printed ticket will enforce penalty.

Immediately contact the booking office supervisor or call Railway customer care.

No. It is valid only from the next day of booking.

  1. Check your phone GPS is enabled.
  2. Check your R-wallet balance for sufficient money or use other payment options.
  3. Book your ticket before entering the station premises.

  1. Click the "Show Booked Ticket" button available in the Main screen.
  2. If the ticket is not visible, then call customer care. In case money is deducted and ticket not booked, then the money will be refund automatically to your account after 7 days.

  • Paperless ticket is not allowed for cancellation.
  • Paper ticket may be cancelled in the following method
  • 1. The cancellation of ticket through mobile application is allowed only if the ticket is not printed at the kiosk.

    2. Once, the ticket is printed at the kiosk, and then cancellation is allowed only at the UTS counter within one hour after printout. In both cancellation method, there will not be any cash refund at the time of cancellation. The refund amount after deduction of clerkage charge, if any, will be automatically topped up in the user R-Wallet or will be refunded to customers account.

  • Without login, use "SHOW BOOKED TICKET" option available in the login screen or
  • After login, use SHOW BOOKED TICKET option available in the main menu.

Yes, "SHOW BOOKED TICKET" option work in the offline mode (i.e without internet)

According to Railway rules platform ticket is valid for two hours from the time of booking.

  1. The fresh paperless season ticket will be Valid from the next day.
  2. In case of advance renewal of season ticket, the new validity period logic is as follow
  3. i. In case the season ticket validity period is active, then the new validity period will be effective from existing validity period plus one day.

    ii. In case the season ticket validity period is expired, then the new validity period will be from next day (i.e. current date plus one).

If the passenger is unable to show a paperless ticket to (Train Ticket Examiner) TTE due to the mobile battery drained out, then the travel of the passenger would be treated as a ticketless travel and penalty will be imposed.

The travel of the passenger would be treated as a ticketless travel and penalty will be imposed.

To restrict the duplication of UTS ticket, Application was designed in a way to show active ticket(s) on one mobile device a time by binding ticket with device IMEI number.

Process to change mobile handset

1) If user is not having active ticket(s)

User can change handset using CHANGE HANDSET option available in UTS application or from https://www.utsonmobile.indianrail.gov.in website.

2) If user is having active tickets(s)

a) If user wants to change handset:
One can change the handset only once in a month (i.e. after 30/31 days) in case of having active ticket.
The steps to change the mobile handset is as follows:

1. User has to initiate the change handset (IMEI) request from the existing mobile device.
2. User can download the application in the new mobile device.
3. User login to the application using their credential.
4. User will use the sync ticket option to re-sync the ticket to the new mobile.
5. All the ticket will be bound to the new mobile handset.

b) Mobile Handset is lost:
User should give request to CCM/PM office of the concern Railway along with following documents:
1. Copy of the FIR/CSR
2. Copy of the Duplicate SIM CARD request letter given to Mobile Network Operator
c) Mobile Handset is non-repairable:
User should give request to CCM/PM office of the concern Railway along with following documents:
1. Copy of the letter from the dealer or service center saying that the mobile is non repairable.

2. Copy of the Duplicate SIM CARD request letter given to Mobile Network Operator

Yes, the surrendered R-Wallet can be reactivated having zero balance within 3 months from the date of surrender. Beyond three months, the passenger has to take specific permission of the Railway for reactivation.

Yes, ticket can be recovered by using change handset option. One can change the handset only once in a month (i.e. after 30/31 days) in case of having active ticket. The steps to change the mobile handset is as follows:

  • User has to initiate the change handset (IMEI) request from the existing mobile device.
  • User can download the application in the new mobile device.
  • User login to the application using their credential.
  • User will use the sync ticket option to re-sync the ticket to the new mobile.
  • All the ticket will be bound to the new mobile handset.
  • The password can be changed by using the Change password option available in the mobile application or website.

    The user can reset his/her password in case it is forgotten by using "Forgot Password" option available on the mobile application as well as website

    R-Wallet is closed wallet of Indian Railways. Being a closed wallet, all the rules of RBI for Closed Wallet will apply to this wallet also.

    The R-Wallet with zero-balance will be created without any additional cost upon successful registration by the passenger. The minimum recharge value is Rs.100 and multiples of Rs.100 which can grow up to Rs. 10000/-.The maximum stored-value amount in this R-Wallet is Rs.10000.

    Currently, there is 5% bonus on every R-Wallet recharge (for limited period only).

    R-Wallet will be issued with zero balance to all the users upon successful registration in the system either through utsonmobile mobile applications or website (https://www.utsonmobile.indianrail.gov.in). The user can recharge their R-Wallet at the UTS counters available at Railway Stations or through the website (https://www.utsonmobile.indianrail.gov.in). R-Wallet will be recharged instantly after completion of recharge process. However, if R-Wallet recharge gets failed and money has been deducted from customer's bank account, R-Wallet will be recharged with the same amount after getting confirmation from bank in settlement process. This process will take 2 to 3 working days.

    Currently, there is 5% bonus on every R-Wallet recharge (for limited period only).

    The user can check the balance of R-Wallet either in the UTS mobile applications or in the website (https://www.utsonmobile.indianrail.gov.in).

    The passenger has to initiate the surrender R-Wallet request from the mobile application and he/she will get a secret code as SMS. The passenger has to go to the Railway Station and show the secret code to the booking operator and get the cash refund after deducting the clerkage amount. However, the surrender policy will change time to time.

    Using Close Account option available at UTS Mobile Ticketing website, user can unregister their account (i.e. login account of UTS Mobile Ticketing website https://www.utsonmobile.indianrail.gov.in, as well as login account of UTSonMobile phone application).
    [Note: Close Account can be used only when R-Wallet balance is more than clerkage charges, i.e. Rs. 30/-]

    Using Close Account option, remaining R-Wallet balance amount will be refunded after deduction of bonus amount and clerkage charges. After successful close account a confirmation code will be sent to user's registered mobile number. User have to visit nearest UTS counter to get the refund using this confirmation code.

    Using Close Account option, old sim card and registered mobile handset will be unregistered from UTS mobile application. User can now use new sim card on existing mobile handset to register again.

    The user is allowed to block the usage of R-Wallet through Helpline number (listed below) by giving user credentials. Once, it is blocked, then they cannot reuse it and no cash refund will be given for the left out money available in their R-Wallet.

    The GPS signals may be very poor in the place from where you are booking (closed area/inside building) or your phone accuracy may not be good enough to meet the app requirement. We may also check the Location Settings in your phone for High Accuracy mode.

    If you have mistakenly surrendered your wallet and again want to use it, then you can call the customer care number for your city and request for the same. However once refund has been collected from the railway counter no further reversion will be possible.

    1. UTS application is designed in such a way that user's internet usage can be minimized during ticket booking by bundling list of all released stations within application.
    2. Application will only sync stations in case of addition of new stations when ticketing in new zones are enabled or if there is any modification/correction in station names. In the last two months various zones have been enabled for ticketing as UTS application is committed to provide Pan India services from 1st November 2018. Syncing process will be much reduced after Pan India release. However, syncing time also depends upon user's mobile device network speed.

    User can do payment to book ticket using two payment options i.e. R-WALLET and OTHERS. There are no transaction charges if user pays using R-WALLET. To promote digital transactions, Indian Railway is giving 5% bonus on recharging R-WALLET online.

    For OTHERS payment mode, UTS application is integrated with three payment aggregators i.e Paytm, Mobikwik and Freecharge through which application user can pay by using different debit cards, credit cards, internet-banking, UPI and different wallets. However, no extra charges are paid to payment aggregators i.e. Paytm, Mobikwik and Freecharge.

    Current charges applicable:-

    • Debit card - No charges (below 2000) & 0.9% + G.S.T(above 2000).
    • UPI - No charges (below 2000) & 0.65% + G.S.T(above 2000).
    • Netbanking - 1.8% + GST
    • Credit Card - 1.8% + GST
    • Credit Card - 1.8% + GST

    • Unlike IRCTC ticket, UTS ticket is not linked with any berth and can be duplicated easily. Permission to save the ticket is restricted to avoid duplication of ticket.
    • UTS application is having SHOW TICKET option in Login screen to show active ticket(s) without depending on network connectivity.

    Yes, you can book ticket for inter-zonal railway stations. It has been enabled from 1st November 2018.

    Money got deducted, ticket not booked Case:

    It depends on various points like user mobile device connectivity, server issues, multiple hops, link down etc.

    Delayed Refund Case:

    Refund process is an elaborate and well-defined mechanism to ensure correct amount is refunded to right account. This involves authentication and verification at each stage i.e. Payment gateway, aggregators, card companies, acquiring bank, issuing bank and customer account etc. It takes 7-12 working days and in cases of transaction failures, money is refunded.

    Multiple payment handlers involves in the payment/refund process.

    Transaction Flow

    List of helpline numbers and mail ids are available in helpline option available in login screen of UTS application and "Contact Us" option available in utsonmobile website: https://www.utsonmobile.indianrail.gov.in/RDS/policy/contactUs.

    User can check booked ticket history using BOOKING HISTORY option available in UTS application. Snapshot of the same is given below:

    Booking History