If you still have your invoice, it will contain all your activation information. If you can’t locate your invoice, you can use our account information retrieval tool by clicking here. By entering the email address you used when purchasing Prepar3D, you will receive an email with your activation information.

Please make sure you are using the email address or licensing ID from your invoice. This is not always the same information as your Prepar3D.com forum account. For any account issues, please email the details to licensing@Prepar3D.com. For security reasons, you are not notified that the information is incorrect, but rather not shown an license information.

Before making any major changes to your computer such as hardware swaps and operating system changes please uninstall Prepar3D through the Windows Control Panel.

Prepar3D can be properly uninstalled by ensuring you are connected to the internet, then navigating the Control Panel to the Add / Remove a Program section. Please, uninstall Prepar3D through this interface to ensure you license is released. You can then reactivate Prepar3D on another computer without having to contact us.

Note: Clearing your registry will not release your activation. If you still get error 5013, please email licensing@prepar3d.com with your License ID and a brief explanation.

Each Prepar3D license is for a single machine, therefore when this error is sent to the user when our licensing system determines the specific license is already installed on a device. 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 your current activation released, first uninstall the software from other computers. If you are still having the error, please e-mail licensing@prepar3d.com with your License ID and a very brief explanation of the reason you need your license reactivated. Your request will be fulfilled within two business days.

Error 5022 occurs when your system time does not match our server’s time. In order to activate Prepar3D, you will need to adjust your system time to the correct time for your region.

Error code 5010 means you may be trying to activate a different Prepar3D license type or Prepar3D license version than the Prepar3D license purchased. For example, a Prepar3D v5 license on a Prepar3D v4 installation or a Prepar3D Professional license on an Prepar3D Academic installation.

Please make sure that the license you have downloaded and installed is the correct type and version. Also make sure that you are typing in the correct license ID during activation.

Error 5008 means that the license ID or password was not correct. You can use our information recovery tool to retrieve your license.

The service can be found  here.

The 9000 activation errors received during Prepar3D activations are related to the inability to connect to the license server from your computer. We recommend you ensure that there is not a listing for secure.prepar3d.com inside the Windows hosts file. The host file will typically be located at %WINDIR%\System32\Drivers\etc\hosts.

If the host file was not the issue, you can reach out to your internet service provider (ISP) to see it they are blocking secure.prepar3d.com.

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.

The utilization of a Download Manager to download Prepar3D can also increase your chance of a successful download without ideal bandwidth.

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.

Your original invoice email contains a direct link to a website to cancel your subscription. It can also be canceled through our Customer Portal on the Recurring Payments page.

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, invoice number along with your reason for a refund. Please allow 2 business days for confirmation and up to 2 weeks for the refund to process.

If your organization is tax-exempt, please contact the Prepar3D team at licensing@prepar3D.com with your name, organization name, account email for Prepar3D.com and tax exemption number for assistance completing a tax exempt purchase. You must register with Prepar3D.com before we can process your tax exemption, so please create an account prior to putting in your request. We do not have the ability to reimburse tax on completed purchases.

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.

Each Prepar3D version will have a different set of system requirements. Please refer to the system requirements page for specific hardware requirements of your Prepar3D version.

Prepar3D is only compatible with Microsoft Windows operating systems and not supported on Apple or Linux operating systems.

Prepar3D can be properly uninstalled by ensuring you are connected to the internet, then navigating the Control Panel to the Add / Remove a Program section. Uninstalling Prepar3D through this interface will release the activation allowing you to then reactivate Prepar3D on another computer without having to contact us.