Dovetail Support FAQ – SUPPORT CENTER

BUG REPORTING

What happens to my bug report?

Where possible, we will always try to work with players to resolve minor gameplay and technical issues. However, where an issue requires the attention of the development team, the issue will be logged and prioritized for further investigation. After your bug report has been logged, the ticket will be closed. We regret to inform you that we will not be able to provide personalized updates on every bug reported, but we thank you for taking the time to share your feedback with us. To learn more about the bug reporting process, please see: What Happens To My Bug Report?

My game is crashing, what can I do?

If your game is crashing, or you are experiencing any other technical issue on PC, please complete our Troubleshooting Crashes & Technical Issues Guide before contacting Dovetail support.

GENERAL INFORMATION

Where can I learn more about Train Sim World 6?

If you have any questions about Train Sim World 6, please have a look at the Train Sim World 6 FAQ

How do I get a Refund?

Please note that, as with any purchase you make in a store, whether they are an online business or on the high street, the responsibility for your purchase rests with the store where you made your purchase. We have no involvement with the financial aspect of the purchases you make and are not able to help in such situations. You should therefore refer back to the store where you made your purchase.

Suggestions

If you would like to make a suggestion, please visit the Dovetail Discord server and search for an existing suggestion you can add to. If you can't find a matching suggestion, you may create a new thread to discuss your ideas with the community.

Developers do not typically comment on suggestions, but please be assured that we do read every one. The information you share here will be carefully considered, as there are many factors that go into deciding what content we should produce. New content takes a significant amount of time to produce, and our development schedules are planned in advance. Therefore, any new ideas that are not already in our plans for the coming year, may be considered for the following year.

Useful Links:

SUPPORT INFORMATION

What are the operating hours of Dovetail Support?

Player support agents will be available between 09:00-17:00, Monday to Friday (UK Time). Support availability will be reduced around public UK holidays.

Can you provide support in other languages?

For our international players, we regret to inform you that we can only provide support in English. If you don't feel comfortable speaking English, we can still help you, but please bear with us as we may have additional questions to fully understand your concerns. If it helps, we are able to translate our responses for you using an online translation tool such as Google Translate.

Duplicate Tickets

If you have already submitted a ticket, please send any further replies via the original ticket. Duplicate tickets about the same issue will only increase the amount of time it will take to get back to you, so we kindly ask for your patience, and we will get back to you as soon as we can. Any duplicate tickets will be closed and merged into the original ticket without notification.

Unreasonable Behaviour

Please note that tickets which contain offensive language or abuse directed to our staff will be closed without a response. For further details, please refer to our Unreasonable Behaviour Policy

How can I review my tickets?

You can review open/closed tickets through the customer portal. To learn more, please visit our support article: How Do I Use Dovetail Support?