Support Policies

Using the support system

Use this Help Center for questions about My-Trains.com, Train Inventory Manager, My-Trains AI, memberships, club features, imports, reports, integrations, and documented account processes. Please search the Knowledge Base before opening a ticket and keep each ticket focused on one issue.

Information you should not submit

Never submit passwords, authentication codes, payment-card information, API keys, full database backups, unredacted receipts, or other sensitive personal information. Remove unrelated names, addresses, account numbers, and private collection details from screenshots and files.

Response expectations

Requests are reviewed as support capacity permits. Response times vary with request volume, complexity, and the information provided. No guaranteed response time is offered.

How ticket information is used

Ticket contact details, messages, technical context, and attachments are used to investigate and respond to the request, protect the service, maintain an appropriate support history, and improve documentation.

Attachments

Attach only files needed to explain the issue. Supported document and image formats are limited in type and size. Executable files, active web content, and unsafe archives are not accepted.

Technical details we may request

Support may ask for your browser, operating system or device, feature area, steps to reproduce, expected result, actual result, and a safely redacted screenshot. Train Inventory Manager is a web application, so customers are not expected to supply an application version.

Scope

Support covers My-Trains.com services and documented Train Inventory Manager features. Third-party products such as JMRI, RailModeller Pro, OpenAI, Anthropic, and Stripe remain subject to their own support policies, availability, billing, and terms.