FAQs = Frequently Asked Questions

Are you looking for information about your order or our products? You're in the right place.

Choose which category your question relates to then follow the prompts to discover all the answers.

 
Using the Store

Having problems logging in, finding something or completing your purchase?

Some frequently asked questions are answered below.

 
I've forgotten my username. How do I find it?

MyTrainz and Store.Trainzportal share the same login details

If you have an existing MyTrainz/Planet Auran account but you have forgotten the username, please click the following link:

https://www.auran.com/planetauran/forgot-username.php

We will then send your username via email within a few minutes.
 
What Trainz products do you have registered on MyTrainz?

e.g. Trainz Driver iOS, Trainz 2004, 2006, 2009 etc
 
What year (approximately) did you create your account?

e.g. 2010

We know it's hard to remember exactly, but give it your best shot.
 
I've forgotten my password. How do I find it?

Click here to send a password reset link to your registered MyTrainz email address:

https://www.auran.com/planetauran/passwordreset.php

MORE INFORMATION:

If you receive the password reset email, you can close this browser tab.

If you do not receive the email within a few minutes, please check your spam folder. 

If you do not have access to your old email address, please  complete the information on the following pages.

We will then update your account details and advise you via email generally within 1-24 hours
 
What is your MyTrainz username?

 
How do I update my email address?

If you know your MyTrainz Username and password, then simply log in to MyTrainz and click Edit Account.

If you have forgotten your Username and no longer have access to your original email address, click Next and follow the prompts.
 
What is your MyTrainz username?

 
My credit card isn't working. What's wrong?

When you use your card, our payment gateway provider connects to your bank and sometimes an error is generated by the issuing bank.

Please review this checklist then retry your card:
✔ Ensure your account has sufficient funds
✔ Ensure your card is authorised for International transactions
✔ Ensure you are not using a VPN/IP address that is in a different country
✔ Check with your bank

Then click Continue...
 
Do you accept Debit Cards?


No. At this time we only accept Credit Cards and Paypal.

Paypal accounts can be set up without using a credit card at: 

https://www.paypal.com/

Using Paypal is Faster, Simpler, Safer!
 
What other payment options are available?

At this time we only accept Credit Cards and Paypal.

Paypal accounts can be set up without using a credit card at: 

https://www.paypal.com/

Using Paypal is Faster, Simpler, Safer!
 
How do I check prices in my local currency?

Look for the "Switch Currency" link at the top of the store.trainzportal page.

Choose from the 5 major currency options available.

Note that the conversion rate is approximate and all transactions are made in USD $.
 
Which Item to Buy

Not sure which product is right for you?

Some frequently asked questions are answered below.

 
What is the difference between Trainz Simulator 12 and Trainz A New Era?

Trainz A New Era (T:ANE) is the most recent iteration and evolution of the Trainz Simulator. It utlizes the core code base from Trainz 12 and extends the capabilities of in many ways.

It has been created using a new, purpose-built game engine utilizing 64 Bit multi-threaded processing and offers dynamic lighting and particle effects, superior game physics and takes advantage of advanced DirectX 11 extensions and 3D rendering techniques.

Accordingly, T:ANE is much more demanding of your hardware, whilst delivering superb shadows, reflections, animation capabilities and post processing effects for PCs and Macs which meet the minimum specifications.
 
What is the difference between Trainz A New Era Standard and Deluxe Edition?

The core product is the same for each version and only the content available changes.

Standard Edition includes four routes.

Deluxe Edition includes four additional routes and thousands more scenery items.

Collector's Edition is now SOLD OUT.
 
What is the difference between Trainz A New Era and Trainz Model Railroad 2017?

Trainz A New Era (TANE) and Trainz Model Railroad 2017 (TMR17) are built from a similar code base. Both products include the "Surveyor" world building tools and "Driver" component.

TMR17 has seven routes and each one focuses on smaller "model layouts" rather than full prototypical length routes.

The routes found in TMR17 will be made available as DLC items for TANE "Service Pack 2" due to be released in the first half of 2017.
 
What is the difference between Trainz Model Railroad 2017 and the 15th Anniversary Edition?

The 15th Anniversary Edition includes bonus content worth over $30 at RRP.

The bonus content is:
30 Day First Class Ticket (RRP$7.49)
Bidye Traction Railroad DLC  (RRP $24.99)
 
Which is the best version to buy for someone new to Trainz?

The answer is... it depends :-)

If you have an older PC or Mac, then Trainz 12 is recommended.
If your hardware meets the minimum requirement for Trainz a New Era, then we recommend that product.
If you just want to drive trains and not create and edit the world,  then choose Trainz Driver.
If you enjoy model railroads, then consider TMR17.
 
What is a First Class Ticket?

If you're a regular user of the Download Station, then here are some First Class Ticket benefits you should consider:

There’s no limit to how much or how often you download.

You get priority Download Station access during peak periods.

Only 1 FCT is needed per account, not per Trainz product.

Most of all, you get vastly increased download speeds!
 
Does this DLC item work with my version of Trainz?

Please check on the DLC product page and look for the section that says "Compatible with"

This will list which versions of Trainz will support the DLC item.

TANE SP1 means build 80xxx or higher. If you are running 78xxx you need to update free to SP1 at:  http://www.trainzportal.com/pages/tane-sp1-patching

All DLC purchased on our store will also work with the Steam Edition of TANE.
 
What are the system specifications for Trainz?

Please check on the Product Page and look for the section that says "Minimum Specification" in the right hand column.

All versions of Trainz work on Win 10.

If you are unsure of your hardware specifications, please visit this link:

https://support.trainzportal.com/index.php?/Knowledgebase/Article/View/38/0/finding-your-system-specifications
 
Help with my existing order

Some frequently asked questions are answered below.

 
Where is my order confirmation email?

Check your spam folder.

Your confirmation email was sent to the email address associated with your MyTrainz account username.

If you no longer have access to that email please check our "Logging in FAQs" to get your email address changed.
 
Is my order for a digital or boxed product?

Check your order confirmation to check the item description and to see if you paid for postage.

If you have ordered a digital item in error, please use this shop link to add postage to your order:

https://store.trainzportal.com/products/shipping-only
 
Where do I download my Trainz product from?

Full products are available to download from your MyTrainz account. Click the link at the top of the store to log in to your MyTrainz account.

You will have all the details in your Confirmation Email. Check your spam folder if this has not arrived.

See the next question for DLC download.
 
I cannot find my DLC product. Where is it?

For Trainz 12 SP1 and beyond, DLC items appear in-game for download based upon the username used to log in.

Ensure that your are logged in with the account that you used to purchased the DLC item.

If you have a boxed product, ensure the "Disable Online Features" box is unticked.

Open the Launcher and click Start Trainz and the "Asset Download" window will appear and list your items available to download.

Check the Product Page to ensure the DLC item is compatible with your version of Trainz.

If you do not have TANE SP1 installed, check this link:

http://www.trainzportal.com/pages/tane-sp1-patching
 
Is my DLC product compatible with Trainz?

Please check the Product Page for the DLC item and look for "Compatible with". Then check if your version of Trainz is listed.

If you have not updated Trainz to "SP1" you can do so here:

http://www.trainzportal.com/pages/tane-sp1-patching
 
My boxed product has not arrived. Where is it?

All orders are shipped using Australia Post who do not offer tracking for International Airmail. Packages generally arrive in the destination country within a few days and are then under the control of your local Post Office service.

While the estimated time is 7-15 days for USA and most of Europe, deliveries sometimes take longer. (Up to 7 weeks in very rare cases).

FedEx and other parcel services quote over $65 for a parcel from Australia to USA or Europe so we are currently limited to the non-tracked Australia Post option.
 
Can I change from a digital to a boxed product?

If you have ordered a digital version of Trainz 12 or Trainz A New Era in error, please use this shop link to add postage to your order:

https://store.trainzportal.com/products/shipping-only

Sorry we do not provide boxed editions for other Trainz products.
 
Why does my order still say "Unfulfilled"?

If you have ordered a physical product, your order will remain "Unfulfilled" until we ship the item. This happens 3-5 times a week depending upon how many orders are received.

If your order is for digital items only, it is likely that there has been a processing error. Please click Continue and submit a support ticket so that we can assist further.
 
Downloading

Having problems downloading your Trainz products?

Some frequently asked questions are answered below.

 
How do I download Trainz Simulator 12?

Full products are available to download from your MyTrainz account. Click the link at the top of the store to log in to your MyTrainz account.

You will have all the details in your Confirmation Email. Check your spam folder if this has not arrived.
 
How do I download Trainz A New Era?

Full products are available to download from your MyTrainz account. Click the link at the top of the store to log in to your MyTrainz account.

You will have all the details in your Confirmation Email. Check your spam folder if this has not arrived.
 
How do I download Trainz Model Railroad 2017?

Full products are available to download from your MyTrainz account. Click the link at the top of the store to log in to your MyTrainz account.

You will have all the details in your Confirmation Email. Check your spam folder if this has not arrived.
 
How do I download my DLC items?

For Trainz 12 SP1 and beyond, DLC items appear in-game for download based upon the username used to log in.

Ensure that your are logged in with the account that you used to purchased the DLC item.

If you have a boxed product, ensure the "Disable Online Features" box is unticked.

Open the Launcher and click Start Trainz and the "Asset Download" window will appear and list your items available to download.

Check the Product Page to ensure the DLC item is compatible with your version of Trainz.

If you do not have TANE SP1 installed, check this link:

http://www.trainzportal.com/pages/tane-sp1-patching
 
Running setup.exe it says "Insert Disk". Do I need a disk?

 
Can I change from a digital to a boxed version?

 
Upgrading

Having problems upgrading Trainz A New Era?

Some frequently asked questions are answered below.

 
How do I update to TANE SP1?

For most users, simply start your version of TANE and you will be prompted to download the latest update. 

Please check this link for further assistance:

http://www.trainzportal.com/pages/tane-sp1-patching
 
How do I update to TANE SP2?

For most users, simply start your version of TANE and you will be prompted to download the latest update. 

Please check this link for further assistance:

http://www.trainzportal.com/pages/tane-sp2-patching
 
How do I find my build number?

Launch your version of Trainz and check on for the build number on the Launcher. 

If you are upgrading TANE, check our guides for patching to SP1 and SP2.
 
My patcher isn't working. What do I do?

Firstly ensure you are online, your username and password are entered, and that you do not have the Disable Online Features" option ticked.

Please check this link for further assistance:

http://www.trainzportal.com/pages/tane-troubleshooting
 
Is SP2 a free upgrade?

If you own a registered version of Trainz A New Era (TANE) you can upgrade to SP1 and SP2 free. Please check our upgrade guides is you need assistance to upgrade.
 
How do I download the full version of TANE SP2?

Please check this link for assistance:

http://www.trainzportal.com/pages/tane-sp2-patching
 
Installing

Having problems installing your Trainz products?

Some frequently asked questions are answered below.

 
It says "Application damaged". What's wrong?

 
Do I need a 64 bit computer for Trainz A New Era?

Yes. Please check the minimum specifications on the Product Page for each Trainz product.

Find your system specifications by following this link:

https://support.trainzportal.com/index.php?/Knowledgebase/Article/View/38/0/finding-your-system-specifications
 
Msvcr120dll is missing 0xc000007b. How do I fix this?

 
The "Starting Trainz" window does not close. What's wrong?

This usually means that your hardware does not meet the minimum requirements (primarily your graphics card does not provide DX11 support).

Find your system specifications here:

https://support.trainzportal.com/index.php?/Knowledgebase/Article/View/38/0/finding-your-system-specifications
 
Where is my Product Key?

Newer versions of Trainz no longer require a serial number / product key. (Released 2015 or later)

Authorisation is controlled via your MyTrainz Username.
 
Why is my account not authorised?

The "Unable to authorize this product" error when starting Trainz for the first time indicates that either your system is not contacting our log in server or that your username is not correctly authorised.

Check that you are using the username that was used to purchase the Trainz product.

If your username is correct then try the following:
* Ensure your anti-virus software allows Trainz (or TANE.exe)
* Remove your username from the Trainz Launcher.* Close the Launcher and wait 10 seconds.
* Open the Launcher and open the Trainz Settings > Internet tab to re-enter your details.
* Wait for the confirmation that you have logged in successfully.
* Close the Trainz Settings tab and click Start Trainz.
 
I bought [...] on Steam. How do I register [...] on MyTrainz?

This process is automatic. If you are not registered correctly, please submit a support ticket.
 
What are the system specifications for Trainz?

Please check on the Product Page and look for the section that says "Minimum Specification" in the right hand column.

All versions of Trainz work on Win 10.

If you are unsure of your hardware specifications, please visit this link:

https://support.trainzportal.com/index.php?/Knowledgebase/Article/View/38/0/finding-your-system-specifications
 
Help with a product I own.

Having problems with one of your existing products?

Some frequently asked questions are answered below.

 
How do I show Thumbnails in Content Manager?

From the Launcher click Trainz Settings > General and tick "Manage content as thumbnails".

We will continue updating Content Manager (and all aspects of Trainz) over time.
 
How do I find the DLC product I ordered?

For Trainz 12 SP1 and beyond, DLC items no longer require a serial number and appear in-game for download based upon authorisation by username.

Ensure that your are logged in with the account that you used to purchased the DLC item.

If you have a boxed product, ensure the "Disable Online Features" box is unticked.

Open the Launcher and click Start Trainz and the "Asset Download" window will appear and list your items available to download.

Check the Product Page to ensure the DLC item is compatible with your version of Trainz.

If you do not have TANE SP1 installed, check this link:

http://www.trainzportal.com/pages/tane-sp1-patching
 
The "Starting Trainz" window does not close. What's wrong?

This usually means that your hardware does not meet the minimum requirements (primarily your graphics card does not provide DX11 support).

Find your system specifications here:

https://support.trainzportal.com/index.php?/Knowledgebase/Article/View/38/0/finding-your-system-specifications
 
What are the system specifications for Trainz?

Please check on the Product Page and look for the section that says "Minimum Specification" in the right hand column.

All versions of Trainz work on Win 10.

If you are unsure of your hardware specifications, please visit this link:

https://support.trainzportal.com/index.php?/Knowledgebase/Article/View/38/0/finding-your-system-specifications
 
How do I update my Trainz product?

For Trainz 12, click on this link:

http://www.auran.com/servicepacks/

For Trainz A New Era please click on this link:

http://www.trainzportal.com/pages/tane-sp1-patching
 
First Class Tickets

Having problems finding, activating or using your FCT?

Some frequently asked questions are answered below.

 
Where is the FCT I ordered?

Log in to MyTrainz using the account that you used to purchase the FCT. 

Click on Download Tickets in the left hand column.

Scroll down to check which ticket(s) are not activated.

 
How do I activate my FCT?

Log in to MyTrainz using the account that you used to purchase the FCT. 

Click on Download Tickets in the left hand column.

Scroll down to check which ticket(s) are not activated and click Activate.
 
My FCT is active, so why does it say my limit has been reached?

Please try the following:

Remove your username from the Trainz Launcher.
Close the Launcher and wait 10 seconds.
Open the Launcher and open the Trainz Settings > Internet tab to re-enter your details.
Wait for the confirmation that you have logged in successfully.
Close the Trainz Settings tab and wait 5 minutes then check the information has updated.
 
Is your problem solved?

Did you resolve the issue you were having?
     
 
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Write ONE SENTENCE to ask us a question. We will then investigate and get back to you via email generally within 48 hours.

Ensure that you click the Submit /  End button on the following page to send your inquiry.
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We will send your details to your email account within 48 hours.
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We will update your details and advise you via email within 48 hours.
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