Grumps2012 Posted March 11, 2017 Share Posted March 11, 2017 Having had to re-install windows 10 on my laptop I re-installed railmaster. My registration key wasn't recognised as I hadn't been able to de-register before re-installation of Windows.Filled in form to get my registration unlocked and had automatic response saying that the software wasn't registered to me. Having had it from new there is no way it isn't registered to me so have twice tried to contact the support team via email and have had no response.It's Saturday, I want to be in my play room, can anyone help with re-registration issues?Thanks. Link to comment Share on other sites More sharing options...
Chrissaf Posted March 11, 2017 Share Posted March 11, 2017 twice tried to contact the support team via email and have had no response..Which e-mail address did you use. You have to use support@rail-master.com not customercare@hornbyhobbies.com.See also, this previous reply regarding what information to submit in your mail.https://www.hornby.com/uk-en/forum/elink-registration/?p=1 Link to comment Share on other sites More sharing options...
Grumps2012 Posted March 11, 2017 Author Share Posted March 11, 2017 Thanks for quick reply,I did email support@ and included the info you suggest apart my address, will try again including that. Link to comment Share on other sites More sharing options...
Fishmanoz Posted March 11, 2017 Share Posted March 11, 2017 Make sure you've remembered the dash in the middle of rail-master. Link to comment Share on other sites More sharing options...
Grumps2012 Posted March 13, 2017 Author Share Posted March 13, 2017 Anyone have any idea how long it should take to get a response from Railmaster support ?I have now sent them 3 emails over the past five days and haven't heard a word, not even an automated receipt of email.Were does one go from here? Link to comment Share on other sites More sharing options...
Chrissaf Posted March 13, 2017 Share Posted March 13, 2017 Have you tried activating your key again. It could be possible that they have 'deactivated it on the server' but not sent you a courtesy mail to tell you so..It is unusual for HRMS not to be more responsive to email contact, given that it is the only published contact method available i.e no phone number. Link to comment Share on other sites More sharing options...
Grumps2012 Posted March 13, 2017 Author Share Posted March 13, 2017 I tried last night with no luck, will try again later. I have seen a chap called Mark at Hornby mentioned on other threads, do you know whether this is the sort of thing he can help with? Link to comment Share on other sites More sharing options...
Chrissaf Posted March 14, 2017 Share Posted March 14, 2017 Mark Lodge is the 'Customer Services' manager in charge of the Hornby Customer Care centre. Although he is not AFAIK in direct management control of HRMS, he may be in a position to nudge a contact in HRMS. RailMaster software is outsourced to HRMS (Hornby RailMaster Support). HRMS is not owned by Hornby. Link to comment Share on other sites More sharing options...
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