Request an MSFS 2024 Marketplace refund on PC, Xbox or PS5, with the correct route for unwanted, missing, failed or duplicate purchases.
To request an MSFS 2024 Marketplace refund, submit the add-on request through Microsoft Flight Simulator Support if you spent FlightSim Credits in the simulator. If you want the underlying cash transaction reversed, use the billing support named on the receipt—Microsoft/Xbox, Steam or PlayStation. Approval depends on the applicable purchase terms and local law.
How do I submit an MSFS 2024 Marketplace refund request?
- Stop using the add-on: continued use of delivered digital content can affect refund eligibility. Uninstalling it does not cancel the purchase or return any credits.
- Identify what you bought: distinguish between a Marketplace add-on purchased with FlightSim Credits and the separate cash transaction used to buy those credits.
- Save the evidence: take a screenshot of the Marketplace transaction, entitlement or error before changing accounts, reinstalling content or attempting another purchase.
- Choose the correct support route: send an add-on or credit-entitlement dispute to Microsoft Flight Simulator Support; send the cash transaction to the platform shown on its receipt.
- Ask for a specific outcome: state that you want a refund rather than general technical help, and explain whether the purchase was accidental, duplicated, defective, missing or unauthorised.
- Keep one case open: retain the case number and reply to that thread. Multiple requests for the same transaction can slow down account and entitlement checks.
A refund is not automatic. Delivered digital content and consumed virtual currency may be restricted by the seller's terms, while defective supply and statutory consumer rights can be treated differently. Our explanation of Marketplace terms and platform-specific purchasing covers why these transactions differ from add-ons bought elsewhere.
Which support route should I use?
The correct route depends on the transaction being disputed, not simply the device on which you fly.
| Transaction or problem | Start with | Reason |
|---|---|---|
| Add-on bought inside the Marketplace with FlightSim Credits | Microsoft Flight Simulator Support under its Marketplace or purchase category | The simulator team can inspect the add-on entitlement and credit transaction. |
| FlightSim Credits charged through Microsoft Store or Xbox | Microsoft/Xbox account billing or refund support | That platform processed the monetary payment. |
| FlightSim Credits charged through Steam | Steam purchase support for the recorded transaction | The charge belongs to the Steam payment account, even though the credits were used inside MSFS. |
| FlightSim Credits charged on PS5 or PS5 Pro | PlayStation transaction support | PlayStation processed the console payment. |
| Completed platform charge but missing credits or content | Microsoft Flight Simulator Support first | This is usually a delivery or entitlement fault rather than a cash refund problem. |
The add-on developer cannot normally reverse a platform payment. Likewise, a simulator bug report is not a billing claim; see our guidance on separating payment disputes from MSFS bug reports before submitting the case.
What details should I include with the refund request?
A complete first request gives support enough information to locate both the Marketplace entitlement and the underlying payment.
- The exact add-on name and creator or publisher shown in the Marketplace.
- Your platform: Microsoft Store PC, Steam PC, Xbox Series X|S, PS5 or PS5 Pro.
- The Microsoft Flight Simulator account identifier used for the purchase.
- The purchase date, approximate time and time zone.
- The number of FlightSim Credits spent and, if relevant, the cash amount charged.
- The Marketplace transaction reference and platform order or receipt number, where available.
- Screenshots showing the purchase, error, duplicate charge or missing entitlement.
- A short statement of the requested remedy: return of credits, reversal of the cash charge or correction of the entitlement.
Never include your password, complete payment-card number or account recovery codes. Support can trace a purchase from its transaction references and account details without those credentials.
What if the purchase is missing, broken, duplicated or unauthorised?
Missing content
A missing add-on is often an account, entitlement or download problem rather than a purchase that needs refunding. Check that MSFS is using the purchasing account, restart the simulator and inspect its content library or owned-content area before filing the request. Our Marketplace entitlement and missing-content checks cover the evidence to collect and the common account mismatch.
Broken or incompatible add-on
Record the aircraft, airport or feature that fails, the error shown and a short set of reproduction steps. State whether the package has never worked or stopped working after a simulator update. Support may offer an entitlement correction or technical remedy before deciding the refund request.
Duplicate or failed transaction
For a duplicate completed charge, provide both order references to the payment platform. A pending authorisation is not necessarily a completed purchase and may need to be released or posted before billing support can act. Do not buy the same item again merely because it has not appeared in the simulator.
Unauthorised purchase
Secure the affected account, review its sign-in and payment activity, and contact the platform that processed the charge promptly. Do not rely only on an MSFS support case, and avoid opening a bank chargeback while an ordinary refund request is already being investigated unless the payment provider or your bank instructs you to do so.