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.
Downloading and Installing from Store.TrainzPortal.com
Posted by N3V Games (Paul) on 09 July 2015 08:10 AM
This article provides step by step instructions to locate and download products ordered from the Trainz Store at Store.TrainzPortal.com.
1. Trainz A New Era
2. Trainz 12 and Older Items (Scroll down)
3. Trainz Model Railroad (click here for detailed instructions)
4. Downloadable Content - DLC (Scroll Down)
1. Trainz A New Era - Digital Edition
There are two options to choose from to download and install TANE:
NOTE: For DVD Installations, please see "Offline Installer" above for instructions.
If you have trouble downloading and would like instead to order a DVD version by Air Mail for the cost of postage and handling, please click this link.
2. Trainz 12 and Older Items
*If already logged in, then click on 'MyTrainz' at the top of the page.
For Trainz Simulator 12 click on EACH of the setup file links to download all 6 files (see image below).
Note: For Trainz: A New Era click on 'TANE Download Page', then choose one only of the mirror sites of the offline installer or choose the online installer (recommended).
If left-clicking does not commence the download, you can use right-click "Save As" and then choose the location to save the files(s).
Once your download commences, you can track progress in your browser.
To show your downloads use Ctrl-J (in IE, Chrome or Firefox).
View the list of Downloaded files and when all files have downloaded, click Show in Folder
You are now ready to install your downloaded item. Sometimes you will need to unzip the file first, and other products are ready to begin installing by double-clicking the setup.exe file.
(You can ignore any "publisher verification" warnings).
If you have any problems during this process, please reply to this ticket and include information on which step could not be completed and what error message you are getting.
4. Downloadable Content (DLC)
For Trainz 12 SP1 and beyond, DLC items appear in-game for download based upon the username used to log in.
Tag: Insert disk, insert disc, disk error, disc error