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NEW HELPDESK

We are migrating over to a new helpdesk system. New tickets have been turned off for this one. You may still reply to your open tickets.

The new helpdesk is available at https://support.trainzsimulator.com
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
Where can I find my serial number? I have a digital download copy of the game.
Posted by on 31 July 2013 02:44 PM

For Trainz Store orders:

For items that require a serial number or Product Key, these will now be found in the My Digital Downloads page in your MyTrainz account.

You will need to locate the appropriate item on the page, and the serial number will then be shown along with the download link.

If you have already registered the game to your account, you will be able to find it in your MyTrainz > Serial Number page.

https://www.auran.com/planetauran/SN_Enter_Serialnumber.php

If you have not yet registered the serial number, we recommend doing so to enable your forum icon and DLS access.

Please note, purchases of Trainz: A New Era (digital download) or DLC packs for Trainz: A New Era from the Trainz Store will not require or include a serial number. Instead these will automatically be registered to the account they were purchased through. Boxed versions of Trainz: A New Era will include the serial number in the box.

 

For Simulator Central orders:

For items that require a serial number or Product Key, these will now be found in the My Digital Downloads page in your MyTrainz account.

You will need to locate the appropriate item on the page, and the serial number will then be shown along with the download link.

If you have already registered the game to your account, you will be able to find it in your MyTrainz > Serial Number page.

https://www.auran.com/planetauran/SN_Enter_Serialnumber.php

If you have not yet registered the serial number, we recommend doing so to enable your forum icon and DLS access.

 

For old Planet Auran orders:


You can find it in your ‘Order History’ page > Legacy Orders

https://www.auran.com/planetauran/Order_History.php

You simply need to click the appropriate ‘Invoice No.’ and on the next page, you will be able to download the files and find your serial number. 

If you have registered the game to your account, you will be able to find it in your ‘Serial Number’ page.

https://www.auran.com/planetauran/SN_Enter_Serialnumber.php

If you have not yet registered the serial, we recommend doing so.

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