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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.

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
Trainz is still not accepting my serial number, even after ensuring it is the correct product.
Posted by on 31 July 2013 04:42 PM

Please ensure you are typing it exactly as it appears on the manual. It is easy to mistake a 0 and a Q for example and this will cause the serial number to be invalid.

If you have a digital version, please use copy and paste to ensure there are no typographical errors. 

You may need to exit Trainz and restart it for a change to take effect.

Also, if you are trying to register an older version of Trainz DLC, it is possible that your serial number precedes the version you have updated to. i.e. your "old" serial number is not recognized by your "newer" version of Trainz.

In this case, please contact helpdesk and quote your date of purchase and your current Trainz build number (found on the Launcher).

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