1. Did you send an email or fill in the on-line form? The email address has been faulty for some time and you need to use the on-line form (www.auran.com/helpdesk)
2. How long ago did you send the message? Have you given them time to respond?
3. Ties in with 2. There's currently only 2 (two) persons on the Trainz team, who not only check the helpdesk, but also are working on the next release, etc etc etc.