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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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Knowledgebase : Trainz Memberships
   

What is Trainz Plus?
Please check our TRS19 FAQ page [http://www.trainzportal.com/pages/trs19-faqs] for details of Trainz Plus. Also check out Mytrainz > MyMemberships to become a Trainz Plus member.
Installing Trainz Plus
This guide will help you install Trainz Plus using the Online Installer which can be downloaded from your MyTrainz account page. STEP 1: Once you download the installer, double click on the .exe to run the installer. If the Microsoft security message ...
Updating to Trainz Plus from TRS19
Patching to the Trainz Plus version is done through the in-game patch installer. This is found in Trainz Settings > Install Tab > Check for Updates or Change Trainz Update Stream. To change stream, click Change Trainz update stream, then click Next, a...
What happens if I purchase TRS19 and cancel my Gold Membership?
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...
What are Trainz Memberships
Trainz Memberships provide an alternative way to access Trainz, First Class Tickets, and/or additional content for Trainz, through a monthly or yearly membership. Further information on Trainz Memberships can be found in the TRS19 FAQ [http://www.trainz...
How do I access my Content Vault content packs/DLC packs?
To access the DLC packs included in the Content Vault feature of the Gold or Silver memberships, you will need to first claim the DLC pack you would like by following these steps: * Go to http://www.auran.com/ [http://www.auran.com/] * Click on MyTr...
What are the different membership options?
There are currently 4 membership options available, each offering different features or options. All Trainz memberships are renewed automatically on the renewal date, unless cancelled prior to the renewal. If cancelled prior to renewal, the membership w...
How do I upgrade or change my membership?
You can upgrade or change your membership by following these steps: * Go to http://www.auran.com/ [http://www.auran.com/] * Click on MyTrainz, and then log in if required * Click on My Memberships * Click on Change Membership * Click on 'Selec...
How do I cancel my membership?
You can cancel your membership by following these steps: * Go to http://www.auran.com/ [http://www.auran.com/] * Click on MyTrainz, and then log in if required * Click on My Memberships * Click on Cancel Membership
Are there any refunds on memberships?
No. If you cancel, you have access for the remainder of the period you have paid for.
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...