Introduction
If your purchased aircraft is not working as advertised in Microsoft Flight Simulator, this guide will help you check the most common causes and understand the next steps for a refund request if the product is confirmed to be non-functional.
Issue description
This article applies when an aircraft you purchased does not operate as described after installation, or when key advertised functions are missing or not working in the simulator.
Signs
The aircraft does not appear in Microsoft Flight Simulator.
The aircraft loads, but advertised systems, animations, or functions do not work.
The aircraft behaves differently from the product description or documentation.
The issue only happens in one simulator version, such as Microsoft Flight Simulator 2020 or Microsoft Flight Simulator 2024.
Basic troubleshooting steps
Before requesting a refund, please check the following:
Confirm the aircraft is installed in the correct Community folder for your simulator setup.
Make sure you are using the correct version of Microsoft Flight Simulator for the product you purchased.
Check that the product is fully installed and that no files are missing or incomplete.
Restart Microsoft Flight Simulator after installation or any update.
If available, review the product documentation for any simulator-specific setup steps.
If the issue persists
If the aircraft still does not work as advertised after you have completed the checks above, please gather proof of uninstallation and contact support with your refund request.
Your request will be reviewed in line with the company refund policy for non-functional digital products.
What to include with your request
Your order number or proof of purchase.
The product name and simulator version you are using.
Proof that the product has been uninstalled.
A clear description of what is not working as advertised.
Next steps
If you need help confirming whether the issue is caused by installation, simulator version, or a product fault, contact support and include as much detail as possible. This helps us review your case quickly and accurately.
Additional information
Refund eligibility for digital products may depend on the product state, the issue reported, and the evidence provided. If the aircraft is functioning as advertised after installation checks, the issue may need further troubleshooting rather than a refund review.
Disclaimer
This guide is provided for general support purposes only. Refund decisions are made according to the applicable refund policy and the information supplied with your request.