How To Contact TrainBoard Support With Problems

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Folks,

This is a pointer post that we will use to send people to who e-mail us relating to a variety of problems.

The link to contact us is here.

Here are some very helpful tips for common problems;

• Lost username and/or password (click here). You input the e-mail address that you registered with and you will receive an e-mail which will help you reset your password. If you do not receive the e-mail, check your spam folder. Some providers (aol.com, etc.) block the messages at the server level. If this happens, contact us for help. If your e-mail address has changed since you registered, do not re-register with a new username. Contact us for help if this is the case.
• Can't stay logged in/Logged in then out. A separate post explains this problem. Read the post and if you have further questions, then contact us. Unfortunately, we are not able to get everyone to believe us on this issue. If you don't believe our explanation, we won't be able to offer other solutions. Again, many people think that re-registering with a different username will solve this problem, It will do nothing to solve the problem.
• When you contact us, start by using the "Contact Us" link. We will respond. You do not need to come back to TrainBoard and use the contact us link to answer. Doing this just confuses things. Just reply by e-mail but please, do not change the e-mail subject, and make sure that you do quote the entire previous message(s) in your response! We are often helping several people at once and if you do not quote previous messages, it is not readily apparent what you are talking about and we have to go back and research your issue.
• We attempt to answer all support e-mail messages in 12 hours or less. In some rare cases, it may take up to 48 hours to answer but this is indeed rare. If you are able to log in, many questions can be answered in the Support Forum. Many e-mail messages that we receive are things that could have been answered quicker in the Support Forum by one of our staff members or a knowledgeable member. Also, some common questions are addressed if the Tutorial Section. As well, the FAQ has a lot of useful information but is often overlooked. Obviously, if your issue is about your password, etc., you would not post in the Support Forum.

Now, a pet peeve - you have no idea how many e-mail messages we receive like these actual messages;

CAN'T LOG IN

cant register

Folks, you do not go to the doctor and say "Don't feel good" and expect him to just magically diagnose you from that information.

Yet, we receive e-mail messages all the time from people who give us no more than that to go on.

There are many things that cause people to run into problems and we are aware of most of them and can steer you in the right direction most of the time. But, if you don't give us details, we can't figure it out.

So, we need a detailed description of your issue(s) and any error messages you receive and the URL where it occurred. The more information you give us, the quicker we can help you.

And again, when you have a problem, do not re-register with a new username. We deal with folks who do this every week. It is not the solution to your problem.

All usernames are stored in a MySQL database and are the same (except the username and password) and there are not cases where something goes wrong with a single profile to cause problems. But, it sure is hard to convince people of that.

Charlie