For quick answers to general usability questions, we recommend your visit our friendly Trainz forums,
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.
To ensure we can provide quality, timely responses to as many customers as possible, we have made some changes to the helpdesk support service.
- We will only support tickets submitted in English. Please use an online translation tool to translate your messages.
- We will assist users with problems related to orders, downloading, installation or access only.
- Any questions about general product usage will be referred to our community forums, Trainz wiki and Knowledgebase articles.
Thanks for your understanding.
How do I submit a bug report?
Posted by N3V Games (Zec) on 15 November 2019 04:00 PM
Public Release Versions
If you are experiencing an issue with a public release of Trainz, please use the search function (using keywords of four letters or more) to search for an answer to your issue.
If you don't see an answer to your question here, or if you have an individual problem with your order, or game installation, then please log in using your MyTrainz Username and password, then go to the Troubleshooter and proceed through the questions. If you are unable to solve the issue through the troubleshooter, then you will see an option to submit a ticket.
Please note that we do not provide assistance for problems regarding in-game functionality. Please ensure you read the game manual (for TANE, the link is Launcher > File > View PDF Manual).
Beta Test or Release Candidate Versions
If you are using a Beta or Release Candidate version of Trainz, and wish to report a problem or bug, then please submit a bug report this through the Bug Report form.
Please include as much detail in your bug report as possible, including the KUID/AssetID numbers of any assets that you are using, and the steps you take to reproduce the issue you are seeing.