Zendesk not replying to logged request to DLC not downloading

I purchased DLC through Marketplace, my payment went through but the DLC did not download. It has also greyed out my Buy & Download buttons. I logged a request to clear the issue with the Zendesk last Friday (28th Jan), but have heard nothing back from the Zendesk (except for the email confirming my request had been received). I have emailed the Zendesk 3 times, replying with the confirmation email), but still have heard nothing from them. I’m unable to download World Update VII:Australia from the Marketplace due to the greyed out Buy & Download buttons. I contacted Asobo earlier today, asking if they can either ask the Zendesk to clear the issue, reply to me asking for more info. The most frustrating thing about the whole episode, is not that there was an issue with tge DLC, but the lack of contact from anyone.

It is now Wednesday night, can anyone tell me who I can contact in order to get the issue fixed?

The same issue has happened before & has been cleared in a matter of hours, so I know it’s a simple fix. I’ve provided them all the details, screenshots of my Microsoft Order email & my receipt of payment from PayPal.

Any advice to get this cleared would help, I’d really love WU7

Thanks in advance

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Hi there, I can help with this! Will you DM me your gamertag and Zendesk Ticket Number?

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It is fine you can help him.
But why he did not get any support from Zendesk? It should be main task for them - support for person who paid for MSFS. Or not?

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Everything is sorted, I have the DLC & more importantly WU7!

Thank you Jummivana!

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I have the same problem… unable to dl WU7 all else has been downloaded but marketplace is greyed out.
Could you help me?

Thanks

Have you logged the issue with the Zendesk?

Click the link below, select “Issue with purchase/greyed out” from the drop down list, fill it out & submit.

https://flightsimulator.zendesk.com/hc/en-us/requests/new

The Zendesk is normally the quickest way to get this issue resolved. My problem was that they didn’t get back to me.

Yes I have put a Zendesk ticket in. Awaiting a reply.

I’d suggest creating a new topic (they may not see your message here as quick).
Go to the MSFS Forum Homepage, make sure that you’re signed in. Create a New Topic, click on category & scroll down and find Community /Marketplace. In the title at the top, put in something like Logged a request but no contact from Zendesk.
When I did this, they came back to me very quickly & fix the issue the same day.

https://forums.flightsimulator.com/categories

I hope this helps!

I suppose then that its an error on their side not mine, as you arent posting a solution. Which is good to know although I did totally reinstall MSFS thinking its my system error. Thanks for responding.

It’s definitely on their side. The greyed out Buy & Download buttons are caused by a Purchase Pending. You probably saw a failed purchase, but it seems to get stuck in a loop trying to complete. They say it should resolve itself within 24 to 72 hours, it never has for me. They just need to go into their system, cancel the transaction (on their end) and this clears the Purchase Pending thus un-greying your Buy & Download buttons.
This used to take a matter of hours. I just received a reply from the yesterday (14th February) from the request I logged on 28th January. I think they’re either swamped with requests, short staffed or both. :thinking:

Jummivana
sorted it for me. She is a great asset to this forum. Yes it was a ‘stuck’ purchase.
Thanks for your help.
I’m one happy simmer again thanks to you and her
Kudos

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Excellent!
I totally agree, Jummivana is a legend!!!
Happy Flying ! :airplane::airplane::airplane:

That sounds right. I have submitted a ton of request replies. It started grey then cleared to white. As soon as I hit the button to purchase… it said purchase pending and went grey again.

I am having the same issues. My purchase from 3/13 was just refunded but the purchase keeps showing as pending/failed.

Very frustrating as I can’t purchase any other content while this issue is present.

How can I speak with the wonderful Jummivana?

Have you logged a request with the Zendesk?
You’ll need to to have a Ticket Number.

Click the link below, select “Issue with purchase/Greyed out” from the drop down list, fill it out & submit. They normally reply that they’ve fixed it (in a day or 2).

https://flightsimulator.zendesk.com/hc/en-us/requests/new

If you have logged a request & are getting no reply, ask for help here on this forum, they’ll find you. Maybe a new post in the Community section, adding Marketplace into the description (there’s a drop down list).

@RobRyno,
Send a private message to @Jummivana with your Zendesk ticket number. Your account may need a reset so that future purchases can proceed.

I am having the same issue. The money has been taken from my account and I am not able to download anything from the marketplace at all now. It’s blocking me from world update and purchasing content to support Ukraine.

Please see previous posts in this thread for current solution.

1 Like

Log a request with the Zendesk ~

https://flightsimulator.zendesk.com/hc/en-us/requests/new

Gamertag LuisFelipe017