Missing Deluxe or Deluxe Premium / DLC content - Microsoft Store

We recommend doing the following to ensure your entitlement is correctly applied to your account and that your version of Windows 10 is compatible.

Known issue September 2020

Windows 10 version 2004

• An issue with the latest Windows 10 update prevents some players to install their Deluxe or Premium Deluxe content due to seeing the error message "(this content) does not work on this device."
  
  • Workaround: Rollback to a previous update (see Remove an installed Windows update)

I. WINDOWS 10

Error message "Your content does not work on this device."

• Open the Microsoft Store App on your computer.
• Go to "My library"
• Search for "Microsoft Flight Simulator: Deluxe" or "Microsoft Flight Simulator: Premium Deluxe" depending on your edition.
• If you see a circle with an "!" inside, it means that you can't install that content on this system—if you mouse over the exclamation mark, the error message will show "Your content does not work on this device."

Microsoft Flight Simulator is developed for Windows 10 Version 1909 or higher. If your version of Windows is inferior to 1909, you need to upgrade to the newest version in order to install the additional content.

To find out what version is installed on your PC, type "About" in the windows search bar and open the "About your PC" menu. Alternatively, go to Settings > System > About.

Scroll down until you find the Windows specifications. There you'll see the Edition, Version, and Build OS number.

To upgrade your version of Windows 10, follow these official guides:

• Get the Windows 10 May 2020 Update
• Windows Update: FAQ

II. DELUXE AND PREMIUM DELUXE ENTITLEMENT

Stabilize the connection

If you're using WiFi or try using an ethernet cable instead. Some users reported that using a wired connection immediately fixed the problem. You need to be connected to the internet to authenticate your additional content.

Check the account

Make sure you are logged in the account used to purchase a copy of Microsoft Flight Simulator Deluxe or Microsoft Flight Simulator Premium Deluxe edition.

In order to see your additional content, you need to log in both the Microsoft Store app and Microsoft Flight Simulator with the Microsoft Account/Gamertag used to purchase a copy of the sim. 

MICROSOFT STORE APP

A ) How to check that you are in the correct account?

• Open the Microsoft Store App on your computer.

If the Microsoft Store doesn't launch, follow this official guide: Microsoft Store doesn't launch

• Click on the icon in the top right-hand corner of the screen and double-check that your email address/Microsoft account matches the account used to purchase your copy.

B) If you are not signed-in the Microsoft Store app please do the following:

• Click on the "+" icon in the top right-hand corner of the screen and select Sign In.
• Log-in with the email address and password you use to log-in to the Microsoft account used to purchase the copy of the sim.

C) If you are signed-in with the wrong account

• Click on the icon in the top right-hand corner of the screen
• Click on the email address
• Click on Sign out

• Log-in with the email address and password you use to log-in to the Microsoft account used to purchase the copy of the sim.

II. IN-GAME

A) If you are unsure what the Gamertag linked to your purchase is:

• Go to xbox.com
• Click on sign in. Log-in with the email address and password you use to log-in to the Microsoft account used to purchase the copy of the sim.

 

• Your Gamertag appears next to your icon in the top right-hand side corner of the screen.

B) Launch Microsoft Flight Simulator. Make sure you're signed-in with the account/Gamertag used to purchase your copy. Your Gamertag appears in the right-hand-side corner of the screen.

C) If the Gamertag linked to your purchase is different from the Gamertag you're using in-game:

• Click on your name and icon and click on Sign out.

• Close Microsoft Flight Simulator
• Relaunch Microsoft Flight Simulator
• Switch account and sign-in with the correct account

Your content should now be available.

III. INSTALL THE XBOX APP (BETA)

If you're correctly logged in the Microsoft Store app and in-game with the correct account but the content doesn't appear, install the Xbox app (beta).

1. Download & Install the Xbox app from this page: https://www.xbox.com/en-US/xbox-game-pass/pc-games

2. Reboot your computer

3. Launch the Xbox app and log-in to the Microsoft account used to purchase a copy of Microsoft Flight Simulator.

4. Your copy of Microsoft Flight Simulator appears in the menu on the left-hand side corner of the screen. Try installing the additional content from the Xbox app instead of the Microsoft Store.

IV. ADDITIONAL TROUBLESHOOTING

 1. Check your time and location settings:

• Select Start, then select Settings > Time & Language.
• Select Date & time to verify your time settings and select Region to check your location. These settings need to show your current location and time zone/the timezone associated with the account you made the purchase on.

2. Make sure all the updates in the Microsoft Store are installed, including Digital Ownership and your version of Microsoft Flight Simulator and the associated bundle.

• In the top right-hand side corner of the Microsoft Store, click on the Arrow icon or the three-dot menu > Downloads and updates. Then click "Get updates" > Update all

3. If you subscribed to Game Pass on top of purchasing a copy of Microsoft Flight Simulator, make sure that you are not launching the Game Pass version instead of your copy. Game Pass PC does not come with the entitlements for the Deluxe or Premium deluxe edition.

4. Make sure Windows is up to date:

Select Start , then select Settings > Update & Security > Windows Update > Check for Updates.

CONTACT SUPPORT

If your additional content is still missing after that, please submit a support request that includes the following information:

• Your Gamertag
• The Email address used for the purchase
• The proof of purchase of the additional content (a screenshot the order details you can find here: https://account.microsoft.com/billing/orders/)
• A screenshot of the folder(s) located at the following location:
  • AppData\Local\Packages\Microsoft.FlightSimulator_8wekyb3d8bbwe\LocalState\KHE\<unique string of numbers>

If the folder is empty, please list any security software that is installed on your machine (for instance Kaspersky, Comodo, Windows Defender, etc...)