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Starting August 1st, technical support via email or DMs, user posts and comments on Facebook and Instagram is not available anymore. Hence, all support requests made through either of the aforementioned means will be ignored from now on. Please register in these forums and post your issue here, or use our Discord server for that purpose.

Thank you for your understanding.

Please take a moment to review the BEFORE REQUESTING SUPPORT section and the Knowledgebase before you ask for technical support.
DO NOT use the CONTACT form for support requests. Please post your issue on the Customer Support section.
Thank you.

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Support Request Directives - MSFS Xbox
Dear user,
Welcome to the Customer Support Forum! Here you can request technical support for our products.
The following directives apply to support requests made on BOTH this forum and our Discord server.

Before filing a support request:
  • Check the FAQs thread on this forum, if there is a similar case to yours. It is possible that there is a workaround or an answer already available.
  • Make sure you have installed the latest available release of the product subject to the request, on your system.
  • Make sure the latest build of Microsoft Flight Simulator is installed on your system.
  • Make sure to check the MSFS Content Manager and search for the product there, in case you are not sure if it was correctly installed, or if the aircraft is not listed in the Select Aircraft dialog of the sim's main menu even though the product is listed in the Content Manager. If the product is still unlisted, try reinstalling the product, by uninstalling it first, and then installing it again.
  • Make sure you have tested without any other Marketplace-purchased add-ons. It is possible that another add-on conflicts with our product. We do our best not to let this happen but this can occur in rare circumstances.
  • Make sure you have tested without any external hardware plugged into your console.
  • Please make sure you have the latest version of the Xbox OS.

When filing a support request:
  • Please be polite and respectful when requesting support and explaining your issue. The use of rude or abusive language will cause the support team not to proceed with your request and terminate it, prior notice.
  • Tell us what exactly happened, while being as specific as possible when describing everything. A vague description of your problem will hinder our ability to assist you and only cause delays in resolving them.
  • Do not hesitate to let us know your console model and console's OS version, and even if you made any recent change to your Xbox console in general (storage upgrades, OS upgrades, etc.).
  • Take note of every step you performed, as this will help us to reproduce your issue and investigate what went wrong.
  • If you count with a video capture describing the problem, much better!

Thank you very much for your understanding and your support!

Kind regards,
The NextGen Simulations Team

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