Start with Orders & Downloads. It is the source of truth for purchases attached to your Parallel 42 Store account and helps separate four issues that can look similar.
The order is there, but the download is not
Open the order and confirm that the product is listed. If the product has no download action, collect the order number and product name for Support.
The order is missing
Confirm that you signed in with the purchasing email address and that the receipt names the Parallel 42 Store as the seller.
You bought the wrong version
Do not make another purchase to correct it before reviewing the current digital-product policy and contacting Support.
You see two purchases or charges
Check whether Orders & Downloads shows two distinct order numbers for the same product, edition, and simulator.
A completed order has no download
- Sign in at parallel42.com/downloads with the email address used at checkout.
- Open Orders & Downloads, then find the order and product.
- If a download action is available, select Download latest version. See Find your downloads, orders, installers, and authorization codes for the full account-page guide.
- If the product is listed but has no download action, open a support ticket with the order number and product name.
An order can contain a product that does not have a downloadable file assigned. A missing download action does not, by itself, mean that the entire order is missing.
The order does not appear
First confirm where the product was purchased. Orders & Downloads lists purchases attached to the signed-in Parallel 42 Store account; a purchase from the Microsoft Flight Simulator Marketplace, Orbx, Contrail, or another seller does not automatically appear there.
For a direct Parallel 42 Store purchase:
- Confirm that the store account uses the same email address as the order confirmation.
- Copy the order number from the confirmation, if one is present.
- Open a support ticket and include the purchasing email address, product name, order number, and proof of purchase.
For a purchase from another seller, check that seller’s library or account first. If you want an eligible purchase added to your Parallel 42 account, follow Transfer purchases from other stores to your Parallel 42 account.
You bought the wrong simulator or product version
Parallel 42’s current Terms of Service state that digital-product sales are final and cannot be returned, revoked, or exchanged after access or delivery. Refunds are not guaranteed and are considered only at Parallel 42’s discretion under the limited conditions in the policy. Changes of mind, misunderstanding functionality, and unsupported platform versions are not eligible for refund consideration.
The policy also requires a request for refund consideration to be submitted within seven days of purchase and requires reasonable troubleshooting through official support. Submitting a request is not an approval or a promise of an exchange, credit, or refund.
If you selected the wrong simulator, edition, or product:
- Do not purchase a second copy while the first purchase is being reviewed.
- Open a support ticket.
- Include the order number, exact product and edition purchased, and the simulator or version you intended to buy.
You see two purchases or charges
The Parallel 42 account can show whether the store created two orders, but it does not explain how a card issuer is displaying or processing a statement entry.
- If Orders & Downloads shows two distinct order numbers for the same product, edition, and simulator, include both numbers in one support ticket.
- If Orders & Downloads shows only one order, include that order number and describe the two entries you see. Parallel 42 Support can review the store order; your card issuer can explain the status of entries on its statement.
- If neither order appears, follow The order does not appear.
Do not submit multiple tickets for the same purchase issue. Add new information by replying to the existing ticket.
What to send Support
Provide the smallest set of information that identifies the purchase:
- whether the issue is a missing order, missing download, wrong version, two confirmed orders, or a charge concern;
- the email address used to purchase;
- the order number or both order numbers, when available;
- the exact product, edition, and simulator version;
- the purchase date and proof of purchase if the direct-store order is missing; and
- the exact error message if a download failed.