Please use the Search Box above to search for keywords related to your issue. Using one or two keywords works best.

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.
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Knowledgebase : TrainzStore Orders
   

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 [https://sup...
1) Click on 'Buy Now' on the item you wish to purchase 2) Confirm that the wanted items are shown in the shopping cart, and the correct quantity is shown, then click on 'checkout'. 3) Login with your MyTrainz account's username and password. 4) Ente...
Thanks for your question about purchasing TRS19 and cancelling your Gold Membership. The process is that your current install will still operate and you do not need to do anything different at your end. Here is a list of things that will change: * A nu...
As per the Trainz Store Refund Policy [https://store.trainzportal.com/11890286/policies/18835718.html] no refunds will be given on digital download software. Boxed software is eligible for refund for 45 days from purchase. To be eligible for a return, you...
The Terms of Service for the Trainz Store can be found here [https://store.trainzportal.com/11890286/policies/18835846.html]
First Class Tickets are "virtual" items. Once purchased in the Trainz Store, you then need to "activate" your ticket. Activate your First Class Ticket by following these steps: * Log in to https://www.auran.com/planetauran using the SAME ACCOUNT tha...
Simulator Central has now become the Trainz Store [http://store.trainzportal.com/]. All downloads from the Simulator Central store are now found in the My Digital Downloads [https://www.auran.com/planetauran/download_product.php] page in your MyTrainz acc...
FOR TRAINZ STORE ORDERS: For items that require a serial number or Product Key, these will now be found in the My Digital Downloads [https://www.auran.com/planetauran/download_product.php] page in your MyTrainz account [https://www.auran.com/planetauran/...
Trainz: A New Era [https://store.trainzportal.com/collections/best-sellers/products/trainz-a-new-era] was released for PC on May 15, 2015 and for Mac in Mid 2015, and has seen many updates since release with the latest version available from the Trainz St...
Please log in to SimulatorCentral.com [1]> My Account > My Orders. Click the appropriate 'Invoice No.' to see the status of the order. Shipping normally takes 1-3 weeks (and longer during holiday periods). For orders prior to Sept 19, 2012, please...
"Trainz A New Era" (For 64bit versions of Windows 7, and up; requires a DirectX 11 capable graphics card; also for Mac OSX 10.12 and up) is available as a Digital Download or Boxed version from the Trainz Store [https://store.trainzportal.com/]. Retail ve...
Reset your password by clicking on this link [https://www.auran.com/planetauran/passwordreset.php]. 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...
The files for all our products are hosted on high bandwidth servers on hardware designed for hosting and downloading data. If your product fails to finish downloading, there are a few options to try to ensure it downloads successfully: 1. High Latency...
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 ...
Trainz Rewards Points are earned each time you shop in the Trainz Store and for other actions such as signing up as a MyTrainz member, or even having a birthday! To redeem your points, follow this simple guide: * Go to the Trainz Store and log in usin...