Support
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This is the approved revision of this page, as well as being the most recent.
Support is the ticket desk for problems the community cannot solve in chat: a flight that was saved wrong, an account issue, a purchase that did not arrive, a company you cannot manage.
Open a ticket from the web app sidebar, under Support. The link opens the Pilops service desk, where you fill in a form and get answers by e-mail. The team replies in the language you write in (English or Portuguese).
Before opening a ticket
- Check the FAQ. Several recurring questions have a direct answer there, including account deletion and the MSFS replay cancelling a flight.
- Ask on Discord if you are not sure whether it is a bug or a rule of the game. It is faster, and other pilots often know.
- If it is an idea rather than a problem, it belongs on the feedback portal, not in a ticket.
What to include
The more of this you give, the faster the answer:
- Your nickname in Pilops.
- What happened, where, and what you expected instead.
- When it happened, with the time zone.
- The flight: origin and destination ICAO, aircraft and the approximate time, if the problem is about a flight.
- Screenshots of the screen or the error message. A screenshot of the Pilops Client is especially useful for tracking problems.
- Which simulator (MSFS 2020 or 2024) and which aircraft add-on, if it is about the client.
What support can and cannot do
- Support can investigate a flight, a transaction or an account and fix what is actually broken.
- Support cannot restore a flight that the client cancelled. A cancelled flight has no partial credit: the cargo goes back to the pool and the time is lost. See Flight cancellation.
- Economy results of your own decisions (a bad route, an expired rental, a sold aircraft) are not reverted.