- What are your customer service hours?
- Do I have to join to view the videos?
- How do I access my Premium Membership Account?
- How do I reset my password?
- I forgot my username; can I have it sent to me?
- How do I pay for my Premium Membership?
- How long can I access the video content?
- How do I cancel my membership?
- Are there any system requirements to view the video content?
- How do I view the video in full screen?
- What are playlists and how do I use them?
- Will I be able to access Model Railroad Academy on my tablet and/or smartphone?
- How can I view Model Railroad Academy videos on my television?
- How do I find a video?
- Can I access the video content from my mobile device?
- My order says I need to fill in all the required fields, but I have everything filled in. How do I complete my order?
- How do I update my credit card information?
- How do you store my credit card information?
- What is the benefit of a credit card token?
- Do you ship internationally for purchases in the Shop/Store?
- If I live outside of the USA and purchase a DVD from the Shop/Store, will I be able to view the DVD content in my country?
- How do I stream Model Railroad Academy to my TV?
Customer ServiceWhat are your customer service hours?
Our regular customer service hours are as follows:
- 8:00 AM – 4:30 PM CT, Monday through Friday
- 8:00 AM – 12:00 PM CT, Saturday and Sunday
We are closed for the following holidays:
- New Year’s Day
- Martin Luther King Day
- Presidents Day
- Memorial Day
- Independence Day
- Labor Day
- Columbus Day
- Thanksgiving and the day after
- Christmas Eve (closing at noon)
- Christmas Day
Contact Customer Service
Accessing Premium Membership AccountsDo I have to join to view the videos?
The video site contains both free and premium content. You do not need to be a paid member to view the free videos on the website. You do need to be a Premium Member if you want to view the premium videos. If you are a Premium Member, log in to the website to view the premium videos.How do I access my Premium Membership account?
On the home page (www.ModelRailroadAcademy.com) click the log in button at the top right hand side of the page.How do I reset my password?
Go into the log in page and select “Lost Your Password?” Enter your username or email address and select “Reset Password.” If you are logged in to your account, you can change your password by going to your “My Account” page.I forgot my username; can I have it sent to me?
If you forgot your username, you can also log into the site using the email address you used when you signed up for your membership. If you forgot both, email customer service at firstname.lastname@example.org with your first and last name and we’ll send you your username.
Membership InformationHow do I pay for my Premium Membership?
Annual Membership: Your annual membership lasts for a one year period starting on the day you register and pay for your Premium Membership.
Monthly Membership: Your monthly membership lasts for a 30 day period starting on the day you register and pay for your Premium Membership.
Your paid monthly or annual membership will automatically renew using the credit card we have on file, at the then-current rates. Monthly memberships will be charged approximately 5 days prior to the end of your monthly term. Annual memberships will be charged approximately 10 days prior to the end of your current term. We do this to ensure uninterrupted access to your membership benefits and renewals are applied to the end of the current term. Your credit card statement will list your membership as PP *MDL Railroad Academy 1-855-208-7399. You can reach customer service by email at email@example.com, or at 1-855-208-7399 should you choose to remove your membership from automatic renewal.
You may cancel your membership at any time. Cancellation of your monthly membership will be effective the next billing cycle. Cancellation in the first 30 days of your annual membership will result in a full refund. Cancellation after 30 days will result in a prorated refund.How long can I access the video content?
An Annual paid Premium Membership allows you to view all of the premium video content for one year from the start of your membership. The Monthly paid Premium Membership allows you to view all of the premium videos for 30 days.How do I cancel my membership?
We are confident you will enjoy your Premium Membership. If for any reason you are not completely satisfied within the first 30 days of your paid Annual Membership, we will refund 100% of your membership fee no questions asked. After 30 days we will refund your membership fee on a pro-rated basis. There are no refunds on Monthly Memberships.
To obtain a refund, please contact us at 1-855-208-7399 or by email at firstname.lastname@example.org.
Technical QuestionsAre there any system requirements to view the video content?
Our video content is best when viewed on a computer manufactured in the past couple of years with a good broadband Internet connection (not dialup). We also highly recommend using the latest version of Firefox, Safari, or Chrome as your Internet Browser, though recent versions of Internet Explorer will work as well. The recommended screen resolution is 1024 x 768 or larger.How do I view the video in full screen?
On the video playback page simply click the full screen button (4 arrows pointing outwards). To exit press the ESC key located in the top left of most keyboards.What are playlists and how do I use them?
We have a complete guide to video playlists available HERE.Will I be able to access Model Railroad Academy on my tablet and/or smartphone?
Model Railroad Academy is accessible on tablets and smartphones that can access the Internet.How can I view Model Railroad Academy videos on my television?
You will need a smart TV that can access the Internet directly.
Connecting your computer (desktop, laptop) to your TV via HDMI cable if HDMI connector ports are available.
Apple TV and Chromecast devices can also play Model Railroad Academy videos on your television.How do I find a video?
You can find videos in two ways. Click the Courses link in the navigation bar (at the top of the page), and select a Category. This will allow you to view video content by topic. You can also use the search bar at the top right of the page.Can I access the video content from my mobile device?
Most newer-model smartphones or other mobile/tablet devices with an internet connection are able to access the video content.
Ordering QuestionsMy order says I need to fill in all the required fields, but I have everything filled in. How do I complete my order?
If you receive a message to fill in the required fields, try clearing your internet browser’s cache (browsing history.) Once the cache is cleared, open a new browser and attempt your order again. If you continue to have issues contact customer service for support.How do I update my credit card information?
On the My Account page, click on Card On File and choose Update Expiration Date or Update My Card by clicking on the box.How do you store my credit card information?
Your card security is important to us; therefore we do not keep your credit card number on file. We only store a token, which is used in place of a credit card number when submitting a payment.What is the benefit of a credit card token?
We replace sensitive cardholder data with a alphanumeric ID that has no connection to your credit card information./
Do you ship internationally for purchases in the Shop/Store?
Yes, we do ship most physical products from within our Shop/Store to several International countries. In addition to the USA and Canada, we ship to Australia, Brazil, India, Israel, Mexico, New Zealand, South Africa, and most Western European countries. If you live outside of these countries, you are still able to purchase any digital items, including Membership, Video Downloads, Streaming Classes, PDF Plans/Projects, etc.If I live outside of the USA and purchase a DVD from the Shop/Store, will I be able to view the DVD content in my country?
Yes, our DVD content should be compatible with most any DVD player in use today. All our videos have been created with all current Region Codes (1, 2, 3, 4, 5, 6, and 8). If you do have trouble viewing any DVD you purchase, please contact Customer Service.