Hi Augustus Caesar, As I think I said in a previous post, I did actually manage to send a help request from 'within' Railmaster. I filled in all the required details - Activation code, Pro activation, Remote device code, Full name and address etc.... I've heard nothing back apart from the automated response email. I did another test by attempting to 'ping' the Railmaster server and was surprized that I could not get a response until I turned on the VPN? Once VPN was on the response time was really quick - see attached screen shot Really strange?