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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: Between Dec 23rd and Jan 10th the support team will be running with reduced numbers, during this time there may be longer periods between responses.
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 : Downloadable Content (DLC/Add-ons)
   

Trainz: A New Era DLC Pack IDs/folder names
You can find a complete listing of all DLC pack package IDs on our wiki here [http://online.ts2009.com/mediaWiki/index.php/Help:In-game_Downloading#Complete_DLC_Listing]
Creating a Session for your DLC locomotives in TS12 SP1
All Downloadable Content (DLC) for Trainz Simulator 12 SP1 is downloaded and installed seamlessly in-game. There are no downloads required from the Simulator Central store or serial numbers required. You must log in using the same username as used for t...
Creating a Session for your DLC locomotives in Trainz
All Downloadable Content (DLC) for Trainz is downloaded and installed seamlessly in-game. There are no downloads required from the Trainz store or serial numbers required. You must log into the Trainz store when purchasing a DLC pack using the same user...
Installing DLC/add-ons (pre TS12 SP1)
Installing "official" add-ons into early versions of Trainz including TS12 (pre-SP1): Note: This guide is for items that have a downloadable "installer" setup file in SimulatorCentral. TANE use a new system for DLC [https://support.trainzportal.com/inde...
Extended Database Repair
Sometimes your database may become corrupted and affects built-in or DLC content. Generally, a standard Database Rebuild from Launcher > Developer > Rebuild Database will rectify the situation. To run an Extended Database Repair: * On the launcher...
Re-Installing DLC Packs for TANE and TRS19
If a DLC pack is not loading correctly (i.e. shows missing dependencies), then we would suggest suggest that you try re-installing the DLC pack using these steps: 1) You will need to locate your appdata folder. You can find the path to your appdata fold...
Do I have to re-download my Deluxe Content?
If you install a 2nd version of TANE (perhaps you are beta testing, or perhaps you want to have one build for creating content and another as a standard installation), we recommend that your re-download the items for each Trainz build you are using. Whil...
Missing DLC - How do I find my DLC items that I ordered?
For Trainz A New Era and Trainz Railroad Simulator 2019, Downloadable Content (DLC) items ordered through the Trainz Store will appear as "Available to Download" when you next start Trainz. NO SERIAL KEY is required and there is no external download lin...