Start by identifying whether the problem affects the My-Trains account, membership or trial, selected inventory, or one feature.
Cannot sign in #
Use the My-Trains.com password reset. A Help Center ticket-access code is separate and does not sign in to My-Trains.com.
Pending or Suspended account #
Pending users see onboarding only and have zero storage or uploads until site approval. Suspended users cannot use inventories. Account approval, payment or trial eligibility, and Club assignment are separate decisions.
Missing inventory #
Check the Inventory selector and exact Club assignment. Stop before entering data if the wrong Personal or Club inventory is active.
Record unavailable after opening a saved link or QR label #
The record may be missing, may belong to another inventory, or may not be available to the signed-in account. TIM intentionally uses the same privacy-safe message for these conditions. Confirm the account and inventory. If the record was replaced, print a new label from Reports.
Upload failed #
Confirm that the account is approved, the selected role can edit, and the file meets the type, per-file, daily, and total-storage limits shown under Inventory Settings or Help & Support.
Import failed #
Keep the source file, return to Preview, and review detected headings, duplicate matches, warnings, and the affected row. Do not apply a mapping or duplicate decision that is wrong.
Export unavailable #
- During an active 60-day Personal trial, one successful evaluation export is available as CSV, JSON, portable backup, JMRI, or RailModeller data.
- After that trial export is used or the trial ends, a Personal membership is required for another export.
- After a paid Personal or Club membership lapses, CSV, JSON, and one portable backup remain available free during the 30-day retained-data window.
- After that free window, contact support about available recovery assistance. A support agent may issue a private 7-Day Recovery Export Pass offer; it is not sold on public Pricing.
My-Trains AI is unavailable #
Confirm the selected inventory has writable membership access. For hosted mode, confirm credits are available. For OpenAI or Anthropic mode, confirm that the matching API key is saved and selected. The confirmation screen must show the intended provider and charge before analysis.
Browser problems #
Refresh once, sign out and back in, disable a conflicting extension, and try a current version of another browser. Clear site data only after saving unfinished work.
If the problem continues, submit the exact message, approximate date and time, device, operating system, browser, selected inventory name, and a sanitized screenshot.
