» Frequently Asked Questions
Below is a list of frequently asked questions. If your question is not answered here, feel free to ask it on our Support Forums.
Who can use Prepar3D®?
Prepar3D is offered for professionals, students and developers:
- Professionals – This license is intended for professional skills training. This group could include private pilots, commercial flight schools, military personnel, civil organizations such as firefighters/emergency response or students pursuing a technical degree or an advanced degree such as a masters or PhD.
- Students – An academic license at a reduced price is available for educational purposes at the undergraduate college level and below (students in elementary, middle, high school or pursuing a bachelor’s degree). This is an extension of our philanthropic support for STEM education to engage the next generation of technologists and engineers.
- Developers – For the individuals or companies who are interested in developing aircraft models, scenery, terrains and weather effects for Prepar3D, we offer a Prepar3D developer license.
Please be aware that the three license types have different end-user license agreements (EULAs) and usage restrictions. For more details, please review the License Comparison page.
Can Prepar3D be used for entertainment?
No, Lockheed Martin does not offer Prepar3D for entertainment, and we have no plans to enter the entertainment space. The EULAs explain that Prepar3D can be used for purposes other than personal/consumer entertainment.
What are the differences between the Academic and Professional versions?
The only technical differences in the software are that the Academic version has a different splash screen and a small watermark in the top-right corner of the main window. Please be aware that they have different EULAs and usage restrictions. Full details can be found on the License Comparison page.
Can Prepar3D be used at home?
Prepar3D can be used in any location. Where you intend to use Prepar3D is not a consideration in the licensing EULAs; it only matters how the software will be used. As specified in the EULAs, Prepar3D can be used for purposes other than personal/consumer entertainment.
How can I obtain a free demo or trial of Prepar3D?
Thank you for your interest, but we do not offer demo or trial copies of Prepar3D to the public. Prepar3D can be purchased directly from our store.
Am I able to get Prepar3D on a DVD or is it only available as a web download?
Prepar3D is only available as a digital download from our website. We chose this method of delivery because it allows you to receive the software quickly and it gives us the ability to provide frequent updates. We do not plan on releasing DVDs in the future.
I just purchased a copy of Prepar3D. How do I get the software? Where are the download links?
To download Prepar3D, login to Prepar3D.com with the account that is connected to a valid license. Please be aware that the Prepar3D.com account’s email must match the email entered when purchasing the license. If an email address needs to be changed, please email the details to email@example.com. All software can be downloaded immediately after purchase from the Purchased Downloads page.
I have purchased a license and it is not appearing listed on my Purchased Downloads or License Information page. What is going on?
It is likely that your Prepar3D.com email address and the license owner’s email address do not match. This can happen if a user updates their Prepar3D.com account email. To update your Prepar3D.com account email, after you have logged in, please visit your Profile page by clicking on the Account and Profile selection in the top right of this page. If the license owner’s email address needs to be changed, please email firstname.lastname@example.org the details on what the email address should be changed to, from the current license owner’s email account.
Why can I no longer activate after I have reinstalled Prepar3D, updated software, updated hardware, or installed Prepar3D on a new machine? I am getting error 5013 when trying to install. What do I need to do?
Depending on the license you have, it is likely that you have reached the limited number of activations for your specific license. While the licensing software does recognize that the installs are being done on the same computer, if enough of the computer’s information changes (operating system, external hardware, graphics cards, etc.), it will flag your setup as a different computer. If you need an additional activation, because of a hardware change or you are moving the license to a new computer, please e-mail email@example.com with a very brief explanation of the reason you need your license reactivated, along with your license ID and invoice number, and we will be happy to get you squared away in under two business days.
When I go to launch or activate Prepar3D I am getting error 309 or 306. What do I need to do?
This error typically occurs if you have modified your system clock. If you have modified your system clock forward/backward it could be causing this failure. Please check and make sure your system clock is correct. This may require you to restore your computer to a previous restore point to fix the issue.
When I go to activate Prepar3D, I keep getting error 5012 or 5010. What do I need to do?
That error occurs when trying to activate a copy of Prepar3D with an incompatible license type. For example, if you try to activate a Professional version of Prepar3D, but you use an Academic version license ID. You will need to make sure you install the correct version of Prepar3D and use the correct license for that version.
When I go to activate Prepar3D, I keep getting error 5008. What is wrong?
The License ID or the Password cannot be validated. Likely this is because you are entering the wrong activation password. Make sure you are using the activation password that is contained in your invoice email and not your Prepar3D.com account password.
I am having trouble downloading the software. What can I do to make sure the download is successful?
There are many things that could be causing the issues. If you use software that allows downloads to be resumed, IE 8+ or Firefox for example, you might be able to resume your download and continue on if the download is interrupted.
Please see the following posting to see if this helps point you in the right direction: Prepar3D Application Support
The expiration date on my credit card has passed and my developer’s license has been cancelled. How do I reactivate?
Your best option is to go to the store and simply purchase a new license. Once a license is cancelled or expired, your credit card will not be charged again.
How do I cancel my monthly subscription?
Your original invoice email contains a direct link to a website to cancel your subscription. It can also be canceled through our License Information page by clicking on the ‘License Type’ that you wish to cancel and following the customer service options.
How do I get a refund?
Our refund policy is available for viewing here. If you qualify for a refund, you can request a refund through refunds@prepar3D.com. Please send your license ID and invoice number along with your request. Please allow 2 business days for confirmation and up to 2 weeks for the refund to process.
Can I purchase Prepar3D with PayPal?
We are unable to accept PayPal payments at this time, and have no plans to accept PayPal payments in the future.
Why is Prepar3D closing when I try to open the Scenery Library, save a flight, load a flight, etc?
Hard crashes of Prepar3D are typically associated with administrator rights and permission incompatibilities on the computer. Navigating to Prepar3D’s install directory, right clicking on Prepar3D.exe, and selected ‘run as administrator’ will allow Prepar3D to access and write in the locations required.
What are the technical requirements for Prepar3D? What operating system does Prepar3D require and will it ever be ported to other ones?
The Prepar3D system requirements can be found at the bottom of the Prepar3D Product Overview page. Prepar3D is only compatible with Microsoft Windows operating systems (currently XP, Vista, and 7) and it will not be ported to Apple or Linux operating systems.
I receive an error stating that, “Prepar3D® was unable to load some program files and will now exit. Please reinstall Prepar3D to restore or repair the program installation.” What is causing this and how can I fix it?
This error can be caused by a handful of issues. First, it is suggested you attempt to start Prepar3D using the executable (Prepar3D.exe) from the installation directory, rather than a shortcut. If that works, it means your shortcut is not linked correctly and you should manually create a new shortcut pointing to the Prepar3D.exe. If that does not work, make sure your computer is fully updated and that you have the most recent DirectX redistributables, Visual C++ redistributables, and .NET 4.0 libraries installed.
Finally, you should reinstall Prepar3D, but first uninstall it and then manually delete the following folders:
- C:\Program Files (x86)\Lockheed Martin\Prepar3D (or the modified install location)
- C:\ProgramData\Lockheed Martin\Prepar3D
- C:\Users\*USERNAME*\AppData\Local\Lockheed Martin\Prepar3D
- C:\Users\*USERNAME*\AppData\Roaming\Lockheed Martin\Prepar3D
- C:\Users\*USERNAME*\Documents\Prepar3D Files
After those folders are removed, you can reinstall Prepar3D and everything should work as expected.
Note: Before installing any add-ons or third party content, confirm Prepar3D works from the clean install.