---
title: "Troubleshooting Common Issues"
description: "Troubleshooting Common Issues"
url: https://support.rail-nation.com/en/articles/106-troubleshooting-common-issues
collection: "Troubleshooting"
updated: 2026-10-28
language: en
alternates: [de, cs, pl, fr, ru]
---

# Troubleshooting Common Issues

Troubleshooting Common Issues

Something not working in Rail Nation? Use the table below to jump straight to the right guide, or scroll down for browser and performance fixes that apply to most technical issues.

<table data-id="c55356ec-78d1-4e62-a463-341edff6acc1" style="min-width: 50px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><td colspan="1" rowspan="1" style="width: 210pt; border: 1pt solid #CCCCCC; mso-border-alt: solid #CCCCCC .25pt; background: #1F5C99; padding: 4pt 7pt;"><p data-id="12925301-96d9-41ec-a6ac-e87a43275dc5"><span style="color: white;"><strong>What is happening?</strong></span></p></td><td colspan="1" rowspan="1" style="width: 241.3pt; mso-border-left-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: #1F5C99; padding: 4pt 7pt; border-style: solid solid solid none; border-color: #CCCCCC #CCCCCC #CCCCCC none; border-image: initial; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: initial;"><p data-id="babc4ac2-345a-43e7-8b97-db714e0fe9ae"><span style="color: white;"><strong>Where to look</strong></span></p></td></tr><tr><td colspan="1" rowspan="1" style="width: 210pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: white; padding: 4pt 7pt; border-style: none solid solid; border-color: none #CCCCCC #CCCCCC; border-image: initial; border-top-width: initial; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt;"><p data-id="78421974-f5c2-4f70-93a9-b32e7622b276"><span style="color: #1A1A1A;">The game won't load — black screen, spinner, or blank page</span></p></td><td colspan="1" rowspan="1" style="width: 241.3pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-left-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: #EBF4FB; padding: 4pt 7pt; border-style: none solid solid none; border-color: none #CCCCCC #CCCCCC none; border-top-width: initial; border-left-width: initial; border-bottom-width: 1pt; border-right-width: 1pt;"><p data-id="b75fe0c2-25f1-4a87-96c5-bbceca66c18c"><a target="" rel="noopener noreferrer nofollow" class="linktype-link link" data-linktype="link" href="https://support.rail-nation.com/articles/389"><span style="color: #1565C0;"><strong>Game Won't Load</strong></span></a></p></td></tr><tr><td colspan="1" rowspan="1" style="width: 210pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: white; padding: 4pt 7pt; border-style: none solid solid; border-color: none #CCCCCC #CCCCCC; border-image: initial; border-top-width: initial; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt;"><p data-id="d5b43f7a-7f5d-4dba-ad56-807e5e2d76cd"><span style="color: #1A1A1A;">The game loaded but something in-game isn't working (trains, buildings, UI)</span></p></td><td colspan="1" rowspan="1" style="width: 241.3pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-left-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: #EBF4FB; padding: 4pt 7pt; border-style: none solid solid none; border-color: none #CCCCCC #CCCCCC none; border-top-width: initial; border-left-width: initial; border-bottom-width: 1pt; border-right-width: 1pt;"><p data-id="24ec5347-236d-4556-829d-df27b13b5716"><a target="" rel="noopener noreferrer nofollow" class="linktype-link link" data-linktype="link" href="https://support.rail-nation.com/articles/391"><span style="color: #1565C0;"><strong>In-Game Bugs</strong></span></a></p></td></tr><tr><td colspan="1" rowspan="1" style="width: 210pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: white; padding: 4pt 7pt; border-style: none solid solid; border-color: none #CCCCCC #CCCCCC; border-image: initial; border-top-width: initial; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt;"><p data-id="43b80ba0-8f43-4236-8692-3e6426eaae9d"><span style="color: #1A1A1A;">I made a purchase but Gold or items didn't arrive</span></p></td><td colspan="1" rowspan="1" style="width: 241.3pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-left-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: #EBF4FB; padding: 4pt 7pt; border-style: none solid solid none; border-color: none #CCCCCC #CCCCCC none; border-top-width: initial; border-left-width: initial; border-bottom-width: 1pt; border-right-width: 1pt;"><p data-id="688e485b-ae02-4c54-97a7-71b5ae0003d8"><a target="" rel="noopener noreferrer nofollow" class="linktype-link link" data-linktype="link" href="https://support.rail-nation.com/articles/390"><span style="color: #1565C0;"><strong>Purchase &amp; Gold Issues</strong></span></a></p></td></tr><tr><td colspan="1" rowspan="1" style="width: 210pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: white; padding: 4pt 7pt; border-style: none solid solid; border-color: none #CCCCCC #CCCCCC; border-image: initial; border-top-width: initial; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt;"><p data-id="052c0556-fac3-49d4-a26a-7ded9edb2143"><span style="color: #1A1A1A;">A video played inappropriate content, isn't playing at all, or says “This video is already playing”. Make sure you are not watching videos simultaneously in multiple browser tabs or on different devices. In a browser, completely clear your cache and cookies using [**How to Delete Cache and Cookies**](https://support.rail-nation.com/articles/102), then restart your browser. If the issue continues, try opening the game in a different browser. In the Rail Nation app, update to the latest version and try again. If the issue continues, contact support with a screenshot of the message and your device, browser, or app version.</span></p></td><td colspan="1" rowspan="1" style="width: 241.3pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-left-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: #EBF4FB; padding: 4pt 7pt; border-style: none solid solid none; border-color: none #CCCCCC #CCCCCC none; border-top-width: initial; border-left-width: initial; border-bottom-width: 1pt; border-right-width: 1pt;"><p data-id="c2c2e9b3-6a53-4038-9a2e-175a078a4a06"><a target="" rel="noopener noreferrer nofollow" class="linktype-link link" data-linktype="link" href="https://support.rail-nation.com/articles/104"><span style="color: #1565C0;"><strong>Help with Videos</strong></span></a></p></td></tr><tr><td colspan="1" rowspan="1" style="width: 210pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: white; padding: 4pt 7pt; border-style: none solid solid; border-color: none #CCCCCC #CCCCCC; border-image: initial; border-top-width: initial; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt;"><p data-id="2b9e56ec-7f66-41c1-82e1-b5602b85aaa7"><span style="color: #1A1A1A;">I can't log in or forgot my password</span></p></td><td colspan="1" rowspan="1" style="width: 241.3pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-left-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: #EBF4FB; padding: 4pt 7pt; border-style: none solid solid none; border-color: none #CCCCCC #CCCCCC none; border-top-width: initial; border-left-width: initial; border-bottom-width: 1pt; border-right-width: 1pt;"><p data-id="4f5404dd-7b66-47af-a625-fd77911c5d19"><a target="" rel="noopener noreferrer nofollow" class="linktype-link link" data-linktype="link" href="https://support.rail-nation.com/articles/93"><span style="color: #1565C0;"><strong>How to Reset Your Password</strong></span></a></p></td></tr><tr><td colspan="1" rowspan="1" style="width: 210pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: white; padding: 4pt 7pt; border-style: none solid solid; border-color: none #CCCCCC #CCCCCC; border-image: initial; border-top-width: initial; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt;"><p data-id="598b7977-98fa-4c25-9c9a-00752f26f5fd"><span style="color: #1A1A1A;">I want to delete my account</span></p></td><td colspan="1" rowspan="1" style="width: 241.3pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-left-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: #EBF4FB; padding: 4pt 7pt; border-style: none solid solid none; border-color: none #CCCCCC #CCCCCC none; border-top-width: initial; border-left-width: initial; border-bottom-width: 1pt; border-right-width: 1pt;"><p data-id="e27de24c-b088-49db-b805-9b232f9a252a"><a target="" rel="noopener noreferrer nofollow" class="linktype-link link" data-linktype="link" href="https://support.rail-nation.com/articles/92"><span style="color: #1565C0;"><strong>How Do I Delete My Avatar or Account?</strong></span></a></p></td></tr><tr><td colspan="1" rowspan="1" style="width: 210pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: white; padding: 4pt 7pt; border-style: none solid solid; border-color: none #CCCCCC #CCCCCC; border-image: initial; border-top-width: initial; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt;"><p data-id="c7ab8661-3cd2-489d-a718-a2ebc0a46ba1"><span style="color: #1A1A1A;">The mobile app is slow or crashing</span></p></td><td colspan="1" rowspan="1" style="width: 241.3pt; mso-border-top-alt: solid #CCCCCC .25pt; mso-border-left-alt: solid #CCCCCC .25pt; mso-border-alt: solid #CCCCCC .25pt; background: #EBF4FB; padding: 4pt 7pt; border-style: none solid solid none; border-color: none #CCCCCC #CCCCCC none; border-top-width: initial; border-left-width: initial; border-bottom-width: 1pt; border-right-width: 1pt;"><p data-id="f6b23a13-3431-4628-b179-2a68859b08e0"><a target="" rel="noopener noreferrer nofollow" class="linktype-link link" data-linktype="link" href="https://support.rail-nation.com/articles/387"><span style="color: #1565C0;"><strong>Clearing Mobile App Cache</strong></span></a></p></td></tr></tbody></table>

## General Browser Fixes

These steps resolve the majority of loading, display, and session problems for browser players. Try them in order before contacting support.

### 1\. Hard-Refresh the Page

A hard refresh forces your browser to reload the page completely, bypassing the local cache. This fixes most one-off glitches.

-   Windows: Ctrl + Shift + R
    
-   Mac: Cmd + Shift + R
    

### 2\. Clear Your Cache and Cookies

After a maintenance update, clearing your browser's cache and cookies, then restarting your browser, may help resolve performance issues. The quickest way to open the clearing menu in any browser:

-   Windows: Ctrl + Shift + Delete
    
-   Mac: Cmd + Shift + Delete
    

For step-by-step instructions per browser, see [**How to Delete Cache and Cookies**](https://support.rail-nation.com/articles/102).

### 3\. Try Incognito / Private Mode

Opening Rail Nation in an incognito window disables all browser extensions. If the game works in incognito, a browser extension (most often an ad blocker) is interfering. Try disabling your extensions one at a time to identify the culprit.

-   Chrome: Ctrl + Shift + N (Windows) / Cmd + Shift + N (Mac)
    
-   Firefox / Edge: Ctrl + Shift + P (Windows) / Cmd + Shift + P (Mac)
    

### 4\. Switch to Google Chrome

Rail Nation is optimized for Google Chrome. If you are playing on a different browser and experiencing issues, try Chrome before contacting support.

### 5\. Check the Game World Status Page

Before spending time troubleshooting, check [**status.rail-nation.com**](https://status.rail-nation.com) to see if there is a known outage or maintenance window affecting your server.

## Still Stuck? Contact Support

If none of the above steps resolve your issue, please submit a support ticket. To get a faster response, include the following information:

-   Your server name and account name
    
-   The date and time the issue occurred (include your time zone)
    
-   Which browser and version you are using
    
-   What you were doing when the problem appeared
    
-   A screenshot of any error message, if possible
    

> **Warning:** The more detail you provide upfront, the faster we can resolve your issue. Vague tickets ("the game is broken") typically take longer to investigate.