Communications

[mphoey]

Well i was flabbergasted today a load of emails from accurascale with project updates on the 22000 class now moving to production. This is a great idea and really a great service to us.

[Fowler4f]

I got one email today re 101’s, ETA 30/10/25. I ordered four 22000 sets and have heard nothing. 

[BosKonay]

5 hours ago, mphoey said:

Well i was flabbergasted today a load of emails from accurascale with project updates on the 22000 class now moving to production. This is a great idea and really a great service to us.

The accurascale systems are a lot more automated and 'better' than we had managed on the IRM site

 

30 minutes ago, Fowler4f said:

I got one email today re 101’s, ETA 30/10/25. I ordered four 22000 sets and have heard nothing. 

Do you have them in your accurascale login?

[Fowler4f]

Thanks for quick reply.

Sorry, I don’t quite understand what you mean by the question and I haven’t touched the wine yet !
the orders are in my A/c as per photos. Is there some where I should look for emails in my Accurascale A/c ? The email re 101 locos came to my email inbox as did the acknowledgment of my purchase for the 800 locos.

 

[BosKonay]

59 minutes ago, Fowler4f said:

Thanks for quick reply.

Sorry, I don’t quite understand what you mean by the question and I haven’t touched the wine yet !
the orders are in my A/c as per photos. Is there some where I should look for emails in my Accurascale A/c ? The email re 101 locos came to my email inbox as did the acknowledgment of my purchase for the 800 locos.

 

Super. All is well so. There would have been Hunslet emails today and if you got those that’s all good. 

[Fowler4f]

mphoey received a ”load of emails today” about 22000 project and production updates.

I didn’t receive any, that was my point, apologies if it didn’t come across as that.

[Signal Post]

Likewise. I have Hunslets on order but didn't get the emails today about them, they are showing up on my orders when I login to the Accurascale website (www.accurascale.com/en-ie......

[Horsetan]

I have received one e-mail today about the Hunslet, including a confirmation of what I'm paying for it. 

[BosKonay]

14 minutes ago, Signal Post said:

Likewise. I have Hunslets on order but didn't get the emails today about them, they are showing up on my orders when I login to the Accurascale website (www.accurascale.com/en-ie......

If nothing in your spam check in with support to make sure your emails correct?

[Fowler4f]

19 minutes ago, BosKonay said:

If nothing in your spam check in with support to make sure your emails correct?

Nothing in junk mail, will try support.

[Signal Post]

Nothing in spam and e-mail should be correct, I got emails from Accurascale about delivery of some lovely grain wagons that I ordered the other day...these show up on my orders along with the Hunslets and Park Royals....

Have just noticed my Profile on my account and it lists my email address correctly.

Edited March 12 by Signal Post

[PaulM1974]

No Hunslet email here either plus points etc haven't transferred over. Email address is correct as I'm getting other emails from Accurascale.. Have dropped support a mail.

Edited March 13 by PaulM1974

[Mol_PMB]

I've had the Hunslet email, but the points from items bought on IRM haven't yet transferred over.

I appreciate this is all taking some time to sort out.

Perhaps IRM could post on here when they think it's all done, and we can then each check our AS accounts are correct? 

 

[skinner75]

I'm in the same boat - I get Accurascale emails, I can see my outstanding orders, but not for all my orders - Hunslet, and 22000 orders haven't shown up in my AS orders page.

Also, no loyalty points transferred over.

I don't think I ever received the email about setting up an AS account - I manually created my AS account.

I have opened a ticket with AS support on this (I think - memory is bad...) - I think I had better open another one just to be sure

Woo hoo - my points have just updated on the AS site!

[DJ Dangerous]

49 minutes ago, Mol_PMB said:

Perhaps IRM could post on here when they think it's all done, and we can then each check our AS accounts are correct? 

 

Exactly what I was thinking.

This is, I think, the fourth simultaneous thread on the same topic.

Have held off logging into my own A/S account for now. Took video of both IRM and A/S accounts pre-merge, using Bandicam. Will wait until A/S announce the move is finished before contacting Support.

Other threads on the same topic, IRM / A/S streamlining both brands:

https://irishrailwaymodeller.com/topic/18164-order-confusion/

https://irishrailwaymodeller.com/topic/18106-irm-is-changing

https://irishrailwaymodeller.com/topic/18073-irm-wagons

Maybe merge the four and add a title like "Please Bear With Us as IRM is Evolving" or something like that.

 

[Warbonnet]

1 hour ago, Mol_PMB said:

I've had the Hunslet email, but the points from items bought on IRM haven't yet transferred over.

I appreciate this is all taking some time to sort out.

Perhaps IRM could post on here when they think it's all done, and we can then each check our AS accounts are correct? 

 

The thing is we have said several times now it will take time to sort out and to stick with us. We are working on it still and we cant say when it will be complete. When it is complete, we will announce that it's done, and then you can contact us if you have an issue on your account. Let's work to that principle please.

Cheers!

Fran 

[BosKonay]

By way of a small update:

Current Status

• - anyone with an active IRM login, will now have details on the accurascale systems
  • If you already had an accurascale account with the same email, your IRM orders will be in there
• If you missed an activation email, drop us a line to resend it. You wont be able to log in or reset a password until you have clicked the activation link
• Only open IRM orders were moved. 
  • No old orders, delivered orders, archived orders, or fulfilled orders were moved
• IRM loyalty points have now been merged / added to Accurascale points and your balances should be up to date

Outstanding:

• Gift cards with open balances will get moved over tomorrow all going to plan

Exceptions?

• If you are missing something, not sure of something, or need an activation email, or can't find something, just drop us a line, we migrated over many thousands of accounts and many more thousands of orders, so it's eminently possible that for any number of reasons, something failed to copy over, so just let us know directly and we can cross check and fix it. 

[DJ Dangerous]

42 minutes ago, BosKonay said:

By way of a small update:

Current Status

• - anyone with an active IRM login, will now have details on the accurascale systems
  • If you already had an accurascale account with the same email, your IRM orders will be in there
• If you missed an activation email, drop us a line to resend it. You wont be able to log in or reset a password until you have clicked the activation link
• Only open IRM orders were moved. 
  • No old orders, delivered orders, archived orders, or fulfilled orders were moved
• IRM loyalty points have now been merged / added to Accurascale points and your balances should be up to date

Outstanding:

• Gift cards with open balances will get moved over tomorrow all going to plan

Exceptions?

• If you are missing something, not sure of something, or need an activation email, or can't find something, just drop us a line, we migrated over many thousands of accounts and many more thousands of orders, so it's eminently possible that for any number of reasons, something failed to copy over, so just let us know directly and we can cross check and fix it. 

Does that mean that old orders, delivered orders, archived orders, and fulfilled orders will not be migrated, so for our order history, we use the IRM and A/S EU platforms?

Or they will be migrated at some stage and the two older platforms will be defunct?

[BosKonay]

40 minutes ago, DJ Dangerous said:

Does that mean that old orders, delivered orders, archived orders, and fulfilled orders will not be migrated, so for our order history, we use the IRM and A/S EU platforms?

Or they will be migrated at some stage and the two older platforms will be defunct?

There is no justification or need to move them. We’d suggest everyone maintains their own records and downloads any historical invoices etc before those sites are permanently shut down. 

[mphoey]

11 minutes ago, BosKonay said:

There is no justification or need to move them. We’d suggest everyone maintains their own records and downloads any historical invoices etc before those sites are permanently shut down. 

is there a date for shutting down the old page 

[DJ Dangerous]

17 minutes ago, BosKonay said:

There is no justification or need to move them. We’d suggest everyone maintains their own records and downloads any historical invoices etc before those sites are permanently shut down. 

That’s handy to know.

How does one download invoices from the A/S EU platform before it is shut down?

[murphaph]

1 hour ago, BosKonay said:

There is no justification or need to move them. We’d suggest everyone maintains their own records and downloads any historical invoices etc before those sites are permanently shut down. 

Do we need to have a copy of an invoice to make a warranty claim in the future?

[DJ Dangerous]

3 hours ago, murphaph said:

Do we need to have a copy of an invoice to make a warranty claim in the future?

Was wondering about that, but since it’s a lifetime guarantee, and IRM / A/S products are unique, it probably wouldn’t make sense to require an invoice.

[murphaph]

9 hours ago, DJ Dangerous said:

Was wondering about that, but since it’s a lifetime guarantee, and IRM / A/S products are unique, it probably wouldn’t make sense to require an invoice.

That's true. Would be great to get final clarification from the lads though

[Fowler4f]

I have two IRM orders, Park Royal’s fully paid and Hunslets 3 more payments on Partial. Both of these are shown as full Balance due on Accurascale site.

I have alerted Accurascale to this problem and am waiting on a response. They are obviously quite busy checking and trying to sort out these anomalies.

[DJ Dangerous]

On 13/3/2025 at 7:37 PM, BosKonay said:

There is no justification or need to move them. We’d suggest everyone maintains their own records and downloads any historical invoices etc before those sites are permanently shut down. 

 

On 13/3/2025 at 7:50 PM, mphoey said:

is there a date for shutting down the old page 

 

On 13/3/2025 at 7:56 PM, DJ Dangerous said:

That’s handy to know.

How does one download invoices from the A/S EU platform before it is shut down?

 

I tried following the old IRM link today and it redirects to A/S automatically, so I assume that the cutoff date has passed?

Where and when was the cutoff date announced?

I seem to have missed it.

I can't find any date mentioned in mailouts nor here on the forum.

Couple of questions...

How does the new VIP status work?

I appear to have been demoted one VIP level, any reason for this?

There's no VIP history visible on the A/S platform before March 13th 2025.

When will this be updated to show our full histories from the IRM platform?

How does one download invoices from the A/S EU platform before it is shut down?

I have four orders on that platform and there is / was no visible download button.

The invoices are also not included in the emails sent out when the orders were placed, shipped etc.

Going to accurascale.eu today also redirects to accurascale.com.

I understand that this is not a support channel, but since support often takes weeks to reply to emails nowadays, I thought I'd reach out here.

Support was missing for five weeks over Christmas and New Year, and I haven't had a reply to my last email, sent a couple of weeks back.

Thanks!

 

[DJ Dangerous]

EDIT:

To add, the currency glitch on the A/S site is still there.

Numerical values are in Euro but currency sign is Sterling.

Downloaded invoice has correct values AND correct currency sign, but account section of website is still faulty.

As per:

On 2/3/2025 at 3:20 AM, DJ Dangerous said:

 

There has been a longterm glitch on the A/S website, when logged in and in the account area.

Sometimes, prices display in Euro.

Sometimes, prices display in Sterling,

Sometimes, the numeric value is correct, but the currency SYMBOL is incorrect.

Flagged this with @MOGUL last year, and if I recall correctly, they were aware of it and working on it.

Possible that the numeric values in Euro were affected by this same glitch, had Sterling symbols applied instead of Euro symbols, and were then erroneously converted from Sterling to Euro.

For example, the system mistakenly imported €859,36 EURO from your IRM account as £859,36 GBP, then converted that to €1039,36 EURO.

Exchange rate sounds similar to that 21% increase, numerically.

Also possible that you've been charged UK Vat, which you shouldn't have been charged if you're based in NZ.

 

[Fowler4f]

Everything “Tickety Boo” on Accurascale website now. Sorted !

[Mol_PMB]

I've also now had a satisfactory result - my missing points have now been restored and I'm building up a nice balance to spend on the next Irish release.

Many thanks to the IRM / AS team for getting this sorted.

[DJ Dangerous]

13 hours ago, Mol_PMB said:

I've also now had a satisfactory result - my missing points have now been restored and I'm building up a nice balance to spend on the next Irish release.

Many thanks to the IRM / AS team for getting this sorted.

Excellent news!

I'm sure they're working through the list.

My points balance was perfect, no issues there, it's just my status that appears to have been reset.

Once that's sorted, I need to get some orders paid off!

[Flying Snail]

I had a couple of issues with orders not transferring across (partially paid orders), but when I reached out through the Help channels they got sorted quickly.

However, there's still a few issues with the new site: 

All pricing switches from Euro into Sterling once I log into my account (I'm Ireland based) - which is inconvenient, but not the end of the world. However, I'm noticing big discrepancies with the Euro prices currently on the website that are not accounted for by VAT and currency fluctuations. For instance, my order for the 'IE 22000 Class 'ICR' - 6-car in post-2013 IR livery - DCC Sound Fitted' is in my order as £919.95 inc VAT (and £747.93 ex VAT). However, the Euro version of the website says I can pre-order the set for €799.96 inc VAT (or €650.37 ex VAT). Maybe that's the currency symbol issue DJ mentioned above?

This forum isn't an official support channel, and I'll follow up directly with Accurascale (its a while before the 22000s will land anyhow) but its a bug that can cause a bit of confusion for customers.

Edit: just double checked my invoice (the pdf document) to see its €919.95 (and €747.93) ... its just my online order that reads as £919.95 inc VAT- so it looks like the currency symbol bug DJ mentioned alright. 

Edited March 28 by Flying Snail

[DJ Dangerous]

To update, I heard from both @MOGUL and @Garfield yesterday, and my VIP status issue has been resolved.

Turns out that their charming AccuraBot was hosting an AI revolt, and was closing tickets that should not have been closed.

I suspect, but don't know, that the VIP status issue was due to the A/S platform not recognising previously-redeemed points, only remaining points.

For example, if you had earned 5000 points on the IRM platform, and redeemed 2500 of them on gift cards or orders or whatever, you had a remaining balance of 2500 points.

It's possible, or even probable, that the A/S platform only recognised the 2500 remaining points, and awarded you a corresponding tier / level for 2500 points, rather than for your 5000 EARNED points.

This is only speculation on my part, but I would suggest that anybody concerned about their VIP status checks that their tier / level is correct.

When you reach the higher tiers, it makes a difference in how many reward points you earn per £ GBP spent.

Big thanks to the guys for sorting mine!

[Broithe]

Those of us off down at the bottom don't care about you points billionaires!

[DJ Dangerous]

2 minutes ago, Broithe said:

Those of us off down at the bottom don't care about you points billionaires!

 

You will, one day!

You'll be sleeping "on top of a big pile of money with many beautiful ladies", cursing yourself for not taking DJD's advice back when it woulod have counted.

[DJ Dangerous]

Some info that may be of use.

I paid off my 22000 ICR orders the other day. I'd originally ordered and paid deposits using Partial.ly.

On speaking with IRM Customer Support today, there's no automatic payment recognition sent to A/S / IRM if you pay via Partial.ly, they have to invest time in manually hunting down the info. As a result, I'd suggest to anybody that pays off via Partial.ly to let A/S / IRM CS know, saving them extra hassle.

Secondly, on the Loyalty Reward Points, my A/S emails today advising me of points earned went into my SPAM folder. That's never happened to any A/S / IRM emails before, so keep an eye on your SPAM folders just in case.

Thanks again to @MOGUL and @Garfield for getting everything sorted for me.

Be a real baptism of fire if they dump the poor new chap onto the Canarias cases straight away, better off breaking him in slowly...

Hope this helps!