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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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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...
How do I activate my First Class Ticket? (or my FCT is missing)
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...
Registering Trainz
TRAINZ: A NEW ERA, TRAINZ MODEL RAILROAD 2017, AND TRAINZ RAILROAD SIMULATOR 2019 Digital Downloads from the Trainz Store The Trainz Store will automatically register Trainz into your account for you. No serial number is required for, or included with...
When I try to log in the login page appears again.
You will require Cookies/Sessions enabled in your web browser to be able to login, see the below description to check your settings. Also, some internet security/personal firewall programs may restrict the use of cookies, if you are running any such progr...
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...
How do I contact 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 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 Redeem Trainz Reward Points
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...