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To submit a Support Ticket, click on the Troubleshooter Button, then follow the steps through to the appropriate Category. Login using your Simulator Central or MyTrainz Username and Password.

Note: Between Dec 23rd and Jan 10th the support team will be running with reduced numbers, during this time there may be longer periods between responses.
NEW HELPDESK REQUIREMENTS

To ensure we can provide quality, timely responses to as many customers as possible, we have made some changes to the helpdesk support service.

  1. We will only support tickets submitted in English. Please use an online translation tool to translate your messages.
  2. We will assist users with problems related to orders, downloading, installation or access only.
  3. Any questions about general product usage will be referred to our community forums, Trainz wiki and Knowledgebase articles.
If your ticket does not meet these requirements, you will receive a standard response informing you of the new requirements.

Thanks for your understanding.
Knowledgebase: General
Forgotten log in details
Posted by Felix Prasser on 31 July 2013 04:21 PM

Reset your password by clicking on this link.

Enter your username into the box provided then click on submit. If there is an account associated with that email address, you will receive an email with a link to reset your password. (Please check your Spam folder if you do not receive the email within a few minutes.).

If you do not receive a password reset email or if you have changed your email address and cannot log in to submit a ticket then we suggest the following:

  • Create a temporary account using your new email address
  • Log in to this support site using your new account details
  • Supply as many details of your old account as possible. For example, which products you have registered, which year you first registered, which old email address you may have used, or any username options you may have used.
  • We will then update your old account with your new email address.

 

Tags: Forgot, Lost, Password, username, cannot login, login, user name, 

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