[SOLVED (by awesome community manager)] Upgrading to Premium Deluxe via in-game marketplace

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1

So I decided I wanted the extra planes, so I took the plunge. I went to the marketplace, hit “Buy & Download”.

It switched over to my Steam Wallet to add the funds, the transaction went through on Steam (I have the transaction record), and switched back to MSFS

Tried to download the content, got a notification in game that “Content was not available”, then had a CTD.

Back in game now, and there’s no trace of the Premium Deluxe pack. I checked content manager, but nothing there. I went to Marketplace, and it doesn’t mark the pack as owned. It just lists it available for purchase again.

Yet, I did pay for it and do have the transaction record saying my account was charged.

Any suggestions?

It sauys Deluxe, but I definitely chose Premium Deluxe, but that’s not available to me either.

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EDIT

I’ve had no problems buying from the marketplace before. I’ve bought both Carenado planes as well as the San Diego scenery pack without issue. I’m just not sure what went wrong here.

EDIT 2:

Tried a refund in Steam, but this is what I see. No option to refund.

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3 Likes
2

This might be an error with steam, so you might have better luck contacting their billing support. Tried completely exiting steam and MSFS? If it’s showing a transaction on steam still, Steam billing support will get back to you quickly on the issue.

3

I exited and restarted Steam right away after discovering the problem. Checked my account, etc.

No dice.

4

Yeah sorry to hear. On the bright side, when it comes to money Steam are always quick to respond :smile:

1 Like
5

I put a Zendesk ticket in, but i’m about as likely to hear back from them with an actual solution as I am of winning the lottery.

6

Hi,
With the message “purchase failed”, the account was not debited, which is why you do not have access to the content.

1 Like
7

Well they certainly debited my money. Steam took the money out of my account. The MSFS purchase used up that money in my Steam account as well as the accumulated “Flight Sim Credits” I had from my past marketplace purchases. Steam says that MS already cashed in my “Flight Sim Credits” and they can’t refund me.

This is not a good experience, to say the least.
:confused:

8

It seems Microsoft took my money already so Steam refuses to refund. What’s my next resort here? I’m really not hopeful that ZenDesk will be of any help to me considering it takes them weeks to even look at a ticket I put in. Anyone know how I can get in contact with some actual live support?

Screen Shot 2020-10-19 at 8.46.42 AM

10

I appreciate the info. Called twice now. Get routed through a bunch of voice mail menus to finish off with “We can’t provide you any assistance right now. Good bye”.

They really make it hard to get in touch with someone. :confused:

12

Give them a poke for me, will ya? lol

I’m going to try again later when I get home form work.

What a royal pain in the ■■■ this purchase has become. You’d think it should be simple. I gave them money. They took my money, but didn’t deliver the product I paid for. I don’t even want a refund. I just want what I paid for. This shouldn’t be complicated.

1 Like
13

OK,

So suddenly, is it MS Store or Steam that is concerned?
In your place, I will send the screenshots as proof, that it did not work, as well as the proof of payment.
They will have to do something for you.

14

I got my initial refund request denied from Steam. I sent the screen shot that product purchase had failed in game. Steam returned to me saying that MS had already taken the money in the form of “MS Flight Sim Credits” via their marketplace, therefore as far as Steam is concerned, I got what I paid for and they can’t do anything and I have to take the issue up with MS.

Only getting in touch with MS is the issue I’m having now.

1 Like
15

I want everything to go well for you, but above all quickly!
Look at the content manager every now and then, you never know …
On the MS Store, I guess there will be nothing? I took my premium deluxe version without any worries …

Good luck and keep us posted. :wink:

16

Seeing I bought it through Steam, there’s no record of the purchase through the MS Store. The trail ends at my Steam purchase.

I called again, tried a slightly different path through the voice mail tree. Sends me to a web address that’s absolutely useless and hangs up.

I’m not really hopeful here. Starting to thing that I basically got ripped off. :frowning:

17

Wait till you finally download it and find that you only have two planes in your hangar :smile:
Have you tried online chat? Seems to work quite well…

Xbox

https://support.microsoft.com/en-us/contact/chat/40/

Windows

https://support.microsoft.com/en-us/contact/chat/119/

18

It’s common sense, MS Support must believe you, insist and demand a refund or new credit from Xbox Microsoft support.

19

The last 50 years of my life have taught me that common sense is nowhere near as common as the name implies.

6 Likes
20

What about the first 50 years? :crazy_face:

21

Those are the first 50. I’m not THAT old. lol

1 Like
22

Basically was just told by MS in a very polite way to “go pound sand”.

Yeah, they have no record of the transaction on their end and are sending me back to Steam.