SEARCH
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.

Note: Support tickets are generally answered in 1-3 days. Your patience is appreciated.
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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What is the best browser to use?
The preferred web browsers for the Auran range of websites is Google Chrome 22, Firefox 15 or Internet Explorer 9 Note: For other web browsers, such as Safari and Opera, please ensure you have the latest version.
What browser settings should be enabled?
Browser settings for best performance browsing our site. * Cookies enabled * Sessions enabled * Javascript enabled * Java enabled
Terms of Service for Trainz Store
The Terms of Service for the Trainz Store can be found here [https://store.trainzportal.com/11890286/policies/18835846.html]
Enabling cookies
To find cookie/session settings for: Internet Explore 5.x and below Using the 'Tools menu' - 'Internet Options', then select the 'Security' Tab, choose the Internet Icon and click 'Custom Level', here you can enable and disable Cookies/Sessions (Make sur...
Forgotten log in details
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...
Trainz A New Era Support Site
We are currently reworking all our support sites to make it easier to find all information in one place. This support site provides information relating to purchasing, downloading, installing and running the various products we offer. It also includes i...
Downloading from the Download Station
We recommend searching for and downloading content using the included Content Manager in Trainz. Use the following steps to search for content: 1) Open Content Manager by clicking on 'Manage Content' on the launcher screen. 2) Select the 'Download S...
How do I submit a ticket to the helpdesk?
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 ...
How to use discount codes in the Trainz Store
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...
Cyberbullying and/or harassment resources
If you are being bullied or harassed by a user on the Trainz Forums, please use the 'report post' button at the bottom of their post to report the post to our moderation team and they will be able to look into it for you. Please note, only limited actio...
I can't sign into paypal when starting a membership in MS Edge br...
Unfortunately MS Edge Browser has made some changes that prevent the paypal payment page from loading when starting or re-starting a membership. The first step is to try using a Private tab in Edge which may allow the page. If this still doesn't work, t...