Getting Help and Reporting a Problem

Use Help & Support inside TIM for self-service guidance, upload diagnostics, the public Help Center, and direct assistance.

Useful information to include #

• What you were trying to do and what happened instead.
• The exact error message.
• Approximate date and time.
• Selected inventory name.
• Item name and TIM inventory number when one record is involved.
• Device, operating system, and browser.
• A screenshot with unrelated private information removed.
• For an import, the source filename, preview mapping, import-run status, and affected row number.
• For My-Trains AI, the identification status, selected billing method, provider name, and whether the problem occurred before or after pressing Analyze.

Before submitting #

1. Refresh and try the action once more.
2. Confirm that you are signed in to My-Trains.com and using the intended inventory.
3. Check account Status, membership or trial state, Club assignment, and upload limits.
4. Review the relevant Help Center article.
5. For imports, stop before applying when mappings or proposed actions are wrong.
6. For AI, do not repeat a provider-started attempt merely to test it because the attempt may still be billed.

Security and privacy #

Never send a password, authentication code, OpenAI or Anthropic API key, full payment information, protected photo, full private inventory export, portable backup, or another person's private data in an ordinary support request. Support may ask for an inventory number or sanitized diagnostic detail and should provide an appropriate transfer method before requesting a private file.

My-Trains.com sign-in and Help Center ticket access are separate. The Help Center is available at https://support.my-trains.com/. Email support is available at support@my-trains.com.