We have listed below the best methods of contacting support, depending on your version of Microsoft Flight Simulator and the area of support you need.
Sections:
FLIGHT SIMULATOR ADDONS:
PROBLEMS WITH AN ADD-ON FROM AEROSOFT
- Question about the content/features
- Documentation
- Issues with the content (missing feature, bug, feedback, etc...)
- Compatibility issues
For issues or questions with Aerosoft addons, whether purchased from the in-game marketplace, a third party store, or Aerosoft.com, contact us directly by clicking here.
PROBLEMS WITH AN ADD-ON FROM A THIRD PARTY DEVELOPER PURCHASED VIA THE IN-GAME MARKETPLACE
- Question about the content/features
- Documentation
- Issues with the content (missing feature, bug, feedback, etc...)
- Compatibility issues
For issues or questions with a product purchased in the in-game marketplace that is not developed or published by Aerosoft, you'll need to reach out to the third party developer directly. For refunds, contact the Microsoft Flight Simulator marketplace team here.
ISSUES WITH MARKETPLACE PURCHASES
- Missing content
- Duplicate charges
Aerosoft is unable to manage Marketplace purchases. Please visit the Microsoft Flight Simulator dedicated knowledge base to find solutions or submit a request here.
INSTALLATION ISSUES:
ISSUES WITH THE RETAIL DISC VERSION (PC - MSFS 2020)
- General questions about the disc version
- Exchange of the disc version
- Download and installation issues with the disc version
Search our knowledge base articles by clicking here. To contact us directly, click here.
ISSUES WITH THE RETAIL DISC VERSION (XBOX - MSFS 2020)
- General questions about the disc version
- Download and installation issues with the disc version
Aerosoft does not produce the Xbox disc set of Microsoft Flight Simulator. For support with this version, contacting the Microsoft Flight Simulator team directly here.
ISSUES WITH STEAM (MSFS 2020 & 2024)
- Download and installation issues
- Technical troubleshooting
- Refunds and cancellations
Aerosoft cannot provide support for the Steam Client. For basic technical support, search the Microsoft Flight Simulator Knowledge base articles. For in-depth assistance with Steam contact https://help.steampowered.com/en/
GAME PASS - DOWNLOAD, INSTALLATION, ACCOUNT & BILLING (MSFS 2020 & 2024)
- General questions
- Subscriptions and account management
- Games Installation and download issues via Game Pass app
- Game Pass app troubleshooting
Aerosoft is unable to provide technical support for Game Pass. For questions about your Game Pass subscription or account, visit https://support.xbox.com/help/subscriptions-billing/manage-subscriptions/xbox-game-pass-pc-faq or contact Xbox live support https://support.xbox.com/
TECHNICAL ISSUES WITH THE MICROSOFT STORE & WINDOWS 10 (MSFS 2020 & 2024)
- Error codes that start with “0x800”
- Issues with Gaming Services
- Corrupted or missing Windows 10 updates
Aerosoft can only provide limited Windows 10 and Store technical support. To find download and installation troubleshooting steps, search our knowledge base articles.
For in-depth troubleshooting, search the error code on https://answers.microsoft.com/en-us or contact Microsoft Support.
ISSUES WITH YOUR XBOX SERIES X|S CONSOLE (MSFS 2020 & 2024)
- Hardware and networking issues
- Download and installation issues
Aerosoft is unable to provide support for the Xbox Series X|S consoles. For basic technical support, search the Microsoft Flight Simulator Knowledge base articles. For in-depth assistance with your Xbox Series X|S console, visit https://support.xbox.com/en-US
MICROSOFT/XBOX ACCOUNT ISSUES AND QUESTIONS:
ISSUES WITH YOUR MICROSOFT ACCOUNT
- Lost credentials
- Difficulty creating an account
- Question about your personal information
- Account locked for violating the TOS
- Account banned
Aerosoft cannot help with Microsoft account issues. To discuss these matters, visit https://support.xbox.com/help/account-profile/browse or contact Xbox live support https://support.xbox.com/
ISSUES WITH THE MICROSOFT STORE (ACCOUNT & BILLING ISSUES)
- Questions about a pre-order or a purchase
- Question about the payment method
Aerosoft does not have access to the Microsoft Account and billing system. To fix account and billing issues, visit https://support.microsoft.com (payments tab) or contact the Microsoft Store support team https://support.microsoft.com/en-us/help/28808/microsoft-store-contact-support
REFUNDS - DIGITAL DOWNLOAD
For information on refunds for the digital download version of the simulator, please visit the Microsoft Flight Simulator Knowledge base article All versions - Refund & Cancellations
SIMULATOR ISSUES:
IN-GAME ISSUES
- General questions
- Technical support
The Microsoft Flight Simulator Support team will provide basic and advanced technical support for Microsoft Flight Simulator. Bugs and issues that cannot be resolved through regular troubleshooting will be escalated to the development team.
Before contacting the support team we recommend searching the forums
https://forums.flightsimulator.com/ and the knowledge base https://flightsimulator.zendesk.com/hc/en-us/categories/360001769531-Microsoft-Flight-Simulator for answers to gameplay questions and common technical issues. You can also join the official Discord channel https://discord.com/invite/msfs to communicate in real time with experienced simmers.
If your issue is not listed in the KNOWN ISSUES list or hasn't been reported in the forums, submit a request using the most appropriate contact form on the Microsoft Flight Simulator Zendesk.
BUG REPORTS
- Non game breaking bugs
- Navaids and ATC issues
- Feature requests
Aerosoft is unable to take bug reports for the simulator unless they involve our products. Before submitting a new request, search the Bugs & Issues forums https://forums.flightsimulator.com/c/bugs-and-issues/200 to find bugs that have already been reported by the community, and add your vote.
To report a non game-breaking bug that hasn't been reported yet, create your own forum thread on the Microsoft Flight Simulator forums.
FEEDBACK& NEW FEATURE REQUESTS
- Ideas for the sim
- Feature requests
To share your ideas and feedback, feel free to send a message to the Microsoft Flight Simulator team via the dedicated contact form: I want to share my feedback or request a new feature.