How to contact support?

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.

ISSUES WITH YOUR MICROSOFT|XBOX ACCOUNT

• Lost credentials
• Difficulty creating an account
• Question about your personal information
• Account locked for violating the TOS
• Account banned

For confidentiality and security reasons, only Microsoft support can assist 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
• Problem redeeming a code

The Microsoft Flight Simulator Support team doesn't have access to the Microsoft Account and billing system. To fix account and billing issues, visit Microsoft Store & billing help or contact the Microsoft Store support team https://support.microsoft.com/en-us/help/28808/microsoft-store-contact-support

REFUNDS

Refunds and cancellations are subject to the store's refund policies. For detailed information, visit our dedicated knowledge base article: All versions - Refund & Cancellations

 

TECHNICAL ISSUES WITH THE MICROSOFT STORE, WINDOWS 10 & WINDOWS 11

• Error codes starting with “0x800”
• Issues with Gaming Services
• Corrupted or missing Windows 10 updates

The Microsoft Flight Simulator Support team can only provide limited Windows 10 | 11, and Microsoft Store technical support. To find download and installation troubleshooting steps, search our knowledge base articles. 

If you’ve received an error code, visit "Find your error code." For in-depth troubleshooting, search the error code on https://answers.microsoft.com/en-us or contact Microsoft Support. 

GAME PASS - DOWNLOAD, INSTALLATION, ACCOUNT & BILLING 

• General questions
• Subscriptions and account management
• Games Installation and download issues via Game Pass app
• Game Pass app troubleshooting

The Microsoft Flight Simulator Support team can provide limited technical support for Game Pass but cannot check the status of your Game Pass subscription.  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/

For technical support, search our Knowledge base articles.

ISSUES WITH THE RETAIL DISC VERSION (PC)

• General questions about the disc version
• Exchange of the disc version
• Download and installation issues with the disc version

Search our Knowledge base articles or visit  https://helpdesk.aerosoft.com/portal/en/kb/aerosoft/microsoft-flight-simulator

To ask for a replacement of a faulty disc, contact Aerosoft support https://helpdesk.aerosoft.com/portal/en/kb/aerosoft

ISSUES WITH STEAM 

• Download and installation issues
• Technical troubleshooting
• Refunds and cancellations

The Microsoft Flight Simulator Support team can only provide limited technical support for the Steam Client. For basic technical support, search our Knowledge base articles. For in-depth assistance with Steam contact https://help.steampowered.com/en/

ISSUES WITH YOUR XBOX SERIES X|S CONSOLE

• Hardware and networking issues
• Download and installation issues

The Microsoft Flight Simulator Support team can only provide limited technical support for the Xbox Series X|S consoles. For basic technical support, search our Knowledge base articles. For in-depth assistance with your Xbox Series X|S console, visit https://support.xbox.com/en-US 

ISSUES WITH MARKETPLACE PURCHASES

• Missing content 
• Duplicate charges

Visit our dedicated knowledge base https://flightsimulator.zendesk.com/hc/en-us/sections/360004530679-Purchase to find potential solutions, then submit a request if you need further assistance. Our team will do its best to answer within 48 hours. 

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. We appreciate you taking the time to fill out the contact form with as much information as possible as this allows us the best chance of resolving or tracking your issue.

BUG REPORTS 

• Non-game-breaking bugs
• Navaids and ATC issues
• Feature requests

Before submitting a new bug, visit the Known Issues list and the knowledge base and head to the Bugs & Issues forum. There you can search if a bug or issue has already been reported and if the bug is already logged in the internal tracker or under investigation.

• If your issue has been reported/logged already
  • Simply add your vote to the existing thread
• If your issue hasn't been reported yet
  • Use this template to create your own topic (only 1 issue at a time) 
  • Fill out the bug report form

We appreciate you taking the time to provide as much information as possible as this allows us the best chance of reproducing the bug. Please be aware that we do not respond individually to bug reports. Read more about bug tracking here:

• How to report a bug
• Zendesk Bug Reporting FAQ

 

FEEDBACK& NEW FEATURE REQUESTS

• Ideas for the sim
• Feature requests

To share your ideas and feedback, feel free to send us a message via our dedicated contact form: I want to share my feedback or request a new feature.

 

SDK

• Questions about the SDK
• Technical issues with the SDK

If you have any questions or need technical assistance with the SDK, DevMode Tools or SimConnect, please head to our dedicated SDK Q&A platform. There, you can also submit an idea for future improvements, seek help, or exchange knowledge with other creators. For all your SDK related issues or questions, visit the SDK Documentation Website. 

 

INSIDER PROGRAM AND INSIDER AREA ISSUES (FLIGHT SIM WEBSITE)

• Question about the Insider Program

Visit the FAQ https://flightsimulator.zendesk.com/hc/en-us/categories/360002423879-General

PROBLEM WITH AN ADD-ON FROM A 3RD PARTY DEVELOPER 

• Question about the content/feature
• Documentation
• Issues with the content (missing features, bugs, feedback, etc...)
• Compatibility issues between the content and the base game on PC and Xbox Series X|S*
• Wishlist item

Third-party developers are responsible for their own content. For assistance, contact the developer of the add-on at the address indicated in the marketplace (you must own the product to see this information)