Kettle help and support
Get in touch
Email [email protected]. A person at DB Five reads every message and replies. In the app, Tools → Send feedback sends us your app version and the screen you were on, which helps us find the problem quickly.
Is Kettle working right now? See status.kettletrains.com, checked every minute.
Signing in
- Kettle has no passwords. Enter your email and we send a 6-digit code from [email protected]. The code lasts 15 minutes.
- The code hasn't arrived: check your spam or junk folder, check the address is typed correctly, wait a minute, then ask for a new code. Work email systems sometimes hold back messages from new senders.
- You can also sign in with Apple or Google, where the app offers it.
Trains and times
- Train times, delays and platforms come from National Rail, shown exactly as published. Some big stations announce platforms only shortly before the train leaves, and Kettle shows them as soon as they're announced.
- For a cancelled train, a ticket refund or help at the station, contact the train company or National Rail. Kettle is independent and can't act for them.
- Delay Repay: Kettle lists the trains you could claim for in the last 28 days and links to your train company's own claim page. You make the claim yourself.
Kettle Premium
- Everything you need on a normal day is free. Kettle Premium is £1.99 a month or £14.99 a year, with a free week for new subscribers. It's the same account on iPhone, Android and the web.
- Cancel or change your subscription:
- Bought on iPhone: open Settings, tap your name, then Subscriptions, then Kettle. Or in Kettle, go to You → Kettle Premium → Manage subscription.
- Bought on the web or Android: in Kettle, go to You → Kettle Premium → Manage subscription.
- Restore a purchase on a new iPhone: You → Kettle Premium → Restore purchases, signed in with the same Apple Account.
- Refunds for App Store purchases are handled by Apple at reportaproblem.apple.com. For web purchases, email us.
Delete your account
You can delete your Kettle account and its data at any time.
- In Kettle (iPhone, Android or app.kettletrains.com), go to You → Account and privacy → Delete my account.
- Type your email address to confirm.
Your account, routes, tracked trains and settings are deleted straight away, and this can't be undone. If you have a Premium subscription that still renews, cancel it first (see above) so you aren't charged again.
Can't get into the app? Email [email protected] from the address you use with Kettle and ask us to delete your account. We'll confirm before we do it, and reply within one month at most.
We keep only what the law requires after deletion, such as records of payments for our accounts. Messages you sent us are deleted within 12 months. See the privacy policy for details.
Download your data: You → Account and privacy → Download my data.
About Kettle
Kettle is made by DB Five Ltd, a company registered in England and Wales (company number 17480861). It is independent of National Rail and the train companies. Powered by National Rail Enquiries.