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Frequently Asked Questions

 

GENERAL

How can I contact you?

The best way to reach us is via the contact forms on our website:

We'll try our best to answer you the same day or within one to two business days.

If you have purchased your addon from one of our authorized resellers, please contact your reseller directly for sales/order/download support (we have no access to their online stores).


I would like more information about your addons before I decide to buy. Where can I find it?

You will find relevant information about our addons in the product pages. For even more details, you can download the full flight manuals (PDF) from the product pages or from our Manuals section.

Our X-15A-2 Special Edition addon also has an online help system, in addition to the PDF manual. Online help systems are optimized for tablets and PCs.


I would like to try your addons before I decide to buy. Do you have tryout versions available?

No. We don't have tryout versions of our products. You will need to purchase the full version.


Do you offer discount prices on patches and upgrades?

Yes. Patches and complementary files like paintkits are free for registered users.

Software upgrades are offered at a discount price over the regular price for registered users of the previous version on selected products.

To be eligible for an upgrade, you need to be a registered user of the previous software version. You will find more details on the product page.


Are your products stand-alone software or do I also need to buy a flight simulation platform separately?

Our products are not stand-alone software and cannot be used without an underlying simulation platform. You will need to purchase your PC-based flight simulator separately.

At this time, our products are compatible with Lockheed Martin® Prepar3D®, Microsoft® Flight Simulator X with Acceleration Expansion Pack (or Flight Simulator Gold fully installed), and Microsoft Flight Simulator X: Steam® Edition. Some of our legacy products are also available for Microsoft Flight Simulator 2004. Make sure that your simulation platform was properly installed according to the instructions provided by the developer before you install our addons.

Before purchasing your addon, make sure you have the minimum system requirements or better. Make sure you have selected the recommended simulation platform for both your addon and your computer. Refer to "Minimum System Requirements" on the product pages or in the manuals for more details.

Xtreme Prototypes addons are designed to take advantage of the new and more powerful gaming computers that are available today. They require better video cards and more processing power and RAM than other more conventional addons. Increased performance will be noticed on more powerful systems.


I have some ideas about improving your existing or future addons. Can I contact you?
Yes. We'll be most happy to hear from you. Please use our general contact form.



ORDERING AND DOWNLOADING

How do I order?

All personal orders are automatically processed through our website. You can order online through our secure server by clicking the "Add to Cart" button on our product pages. This will add the item(s) to your shopping cart. When you're done, navigate to your shopping cart and click the "Proceed to Checkout" button. Then follow the instructions that appear on screen to process your order.

All orders are processed by Square®. Square accepts most credit cards and several other payment methods. You don't need to create a Square account to make your payment. Xtreme Prototypes does not keep credit card information and does not process orders directly. Everything is done through Square.

After your order is processed by Square and under normal conditions, you will be automatically redirected to Xtreme Prototypes' website where you will be able to download your addon. You will receive your receipt and activation key by email a few minutes after your order is processed, depending on how busy our mail server is, and under normal conditions. You may redownload your addon at any time in the future by logging in to your online account on Xtreme Prototypes' website.

Sorry, we cannot accept cheques, bank drafts or money orders. Special arrangements can be made with corporate or institutional customers. Please contact us if you are buying for a school, government, institution, museum or a corporation.


I don't have a Square® account. Can I still buy your products using my credit card?

Yes. Square® accepts most credit cards and several other payment methods. You don't need to create a Square account to make your payment. Xtreme Prototypes does not keep credit card information and does not process orders directly.


Can I order by phone, email or with a purchase order form?

No. All personal orders are automatically processed through our website and secure server.

Special arrangements can be made with corporate or institutional customers. Please contact us if you are buying for a school, government, institution, museum or a corporation.


What will the total cost of my order be, including taxes?

That depends on where your billing address is. The easiest way to preview the total cost of your order is to add the items you want to your shopping cart and then enter your address information. We do not charge taxes for orders with billing addresses outside Canada.


Will I get a download or will I get shipped a CD?

Xtreme Prototypes no longer ships CDs. All our products are available for download only. You will be able to download your addon immediately after your order is processed and your payment made (under normal conditions).


Can I get a refund if I want to return the software?

No. For obvious reasons, sales of digital goods (downloads) are final and not refundable.

Before purchasing your addon, make sure that you can download the file(s) and that you have the minimum system requirements or better. Refer to "Minimum System Requirements" on the product pages or in the manuals for more details.

Please refer to the end-user software license agreement for your addon. You must accept the end-user license agreement before you can download, install and fly your addon.

Visit our Terms and Conditions of Sales page for additional details.


Can I redownload my addon if I lose the original file and/or activation key?

Yes. You can download again by logging in to your account on our website. Once you are logged in, click "My Account". When on your account page, select "Review previous orders", then click your order number, and click the link(s) to download your addon(s). You can also download your addon(s) from the "Downloads" section, at the bottom of the page. For security reasons and to protect your account, you may download the file(s) a limited number of times. After that, you will need to contact us if you need the file(s) again.

Full flight manuals are available from the product pages or from our Manuals section.

You will need to contact us if you have lost your personal activation key(s).

Please note that the replacement of lost CD-ROMs or downloaded files is not guaranteed. The end user must make backup copies for his/her own personal use in the future. Xtreme Prototypes cannot be responsible for the lost of downloaded files and does not guarantee that they will always be available for download.

Your activation key is unique, personal, non-transferable and traceable. Please keep it in a safe place.

Software may be discontinued and features are subject to change without notice.

If you have purchased your addon from one of our authorized resellers, please contact the reseller for sales/order/download support (we have no access to their online stores).


How long will it take before I get my addon?

Under normal conditions, you will be able to download your addon(s) immediately after your order is processed by Square®. You will receive your receipt and activation key(s) by email a few minutes after your order is processed, depending on how busy our mail server is. CD-ROM versions are no longer shipped.

Please contact us if for whatever reason you have not been redirected to a download link or did not receive your personal activation key(s) after your order was processed by Square. We'll try our best to answer you the same day.


I was not redirected to a download link and I did not receive my activation key by email after my order was processed by Square®. What should I do?

Please contact us if for whatever reason you have not been redirected to a download link or did not receive your personal activation key(s) after your order was processed by Square®. We'll try our best to answer you the same day.

You should normally be redirected to a receipt page and download link(s) on our website after your order is processed by Square. Once the payment is made, it is suggested not to click any link and simply wait for Square to redirect you to our website.

If you were redirected to our website after your order was processed by Square, were able to download your addon(s) but did not receive your personal activation key(s) by email, please check your spam folder. Also, it happens from time to time that some Internet service providers won't let our automated messages to reach you. Normally, they return the emails to us. In any case, please contact us if you did not receive your receipt and activation key(s) after your order was processed.


I have trouble downloading my addon. The file transfer keeps getting interrupted. What can I do?

Normally, it should not take more than 5 to 15 minutes to download your addon on a high-speed Internet connection, depending on the file size. If you don't have a high-speed Internet connection, or experience intermittent connection issues, you may be timed out or disconnected while transferring the file. If you are not able to download your addon after several attempts, we recommend using another and better connection. If you don't have access to another connection, and still cannot resolve the issue, please contact us for other options.

Please use your Internet browser (Edge, Chrome, etc.) to download your addon. Do not use a third-party download manager or you may experience problems that were reported by a number of users. Resumed downloads are not permitted on our server at this time.

Some antivirus programs may also prevent you from downloading your addon. Make sure your antivirus does not interfere with your downloads. Some antivirus programs won't allow you to download "zip" files. You can disable your antivirus program temporarily (while downloading your addon) to solve this issue. Don't forget to reactivate your antivirus after the file is downloaded.


I still have problems completing or downloading my order. How can I contact you?

If you need assistance with your Xtreme Prototypes order or have issues that cannot be resolved, please use our sales & customer service form. We'll try our best to answer you the same day.

If you have purchased your addon from one of our authorized resellers, please contact your reseller for sales/order/download support (we have no access to their online stores).


 

PAYMENT

What payment methods do you accept?

All orders are processed by Square®. Square accepts most credit cards and several other payment methods. You don't need to create a Square account to make your payment. Xtreme Prototypes does not keep credit card information and does not process orders directly. Everything is done through Square.

Sorry, we can't accept cheques, bank drafts or money orders. Special arrangements can be made with corporate or institutional customers. Please contact us if you are buying for a school, government, institution, museum or a corporation.


Do you accept cheques, bank drafts or money orders?

Sorry, we can't accept cheques, bank drafts or money orders. Special arrangements can be made with corporate or institutional customers. Please contact us if you are buying for a school, government, institution, museum or a corporation.


In which currency will my credit card or other payment method be charged?

Prices shown on Xtreme Prototypes' website do not include taxes (if applicable). We do not charge taxes for orders with physical addresses outside Canada. All prices are in Canadian dollars (CAD/CAN$). If payment is made with a non-Canadian currency credit card (or another payment method using a non-Canadian currency), the invoice/receipt amount may not reflect the amount on your statement. The price charged for an order will be the price in effect at the time the order is made. Xtreme Prototypes will charge you the Canadian dollar prices that are indicated to you when you place your order and reserves the right to revise its prices at any time. If you prefer to be charged in another currency, your credit card or other payment method (including your Square account if used) will be charged for the equivalent amount of the indicated price in Canadian dollars. The total amount charged will depend on the current exchange rate and any fees your bank, your payment service, or Square may charge, depending on the payment method used. Please refer to Square’s website for more information about available payment methods, accepted currencies, exchange rates and fees.


 

TECHNICAL SUPPORT

I need technical support with my addon, how do I get help?

Answers to most technical questions can be found in the flight manuals. Flight manuals can be downloaded from our Manuals section or from the product pages. Please also refer to the "Release Notes", "FAQ", and "Known Issues" sections in the manuals.

Our X-15A-2 Special Edition addon also has an online help system, in addition to the PDF manual. Online help systems are optimized for tablets and PCs.

If you don't find your answer there, please fill in our technical support request form. We'll try our best to answer you the same day or within one or two business days.

Note that an order number and a valid product activation key are required to obtain personalized technical support.

If you have purchased your addon from one of our authorized resellers, you can obtain technical support from us if you can provide a valid activation key for your addon. Your activation key was issued when you purchased your addon from your reseller. Note that some third-party resellers use their own activation keys which are not recognized by our system. Please contact us if you have purchased your addon from a reseller and experience issues when entering your registration key to obtain technical support.

Please note that technical support is no longer available for our legacy products. They are offered as is.


Are the manuals available in print form or PDF?

All our manuals are available in the PDF format (Adobe® Acrobat® Reader required). You can download the full flight manuals from the product pages or from our Manuals section.

Users are authorized to print copies of the manuals for their own use. Manuals are not available in print form from Xtreme Prototypes.

Our X-15A-2 Special Edition addon also has an online help system, in addition to the PDF manual. Online help systems are optimized for tablets and PCs.


How do I install my new addon?

Instructions on how to install your new addon(s) are in the flight manuals. You can download the full flight manuals from the product pages or from our Manuals section.

Our X-15A-2 Special Edition addon also has an online help system, in addition to the PDF manual. Online help systems are optimized for tablets and PCs.


Your website asks for my product activation key. Where do I find it?

Your personal software activation key was issued when you purchased your addon online. If you have purchased the CD-ROM version, the activation key is located inside the case. If you have purchased your addon from one of our authorized resellers, you can obtain technical support from us if you can provide a valid activation key for your addon. Your activation key was issued when you purchased your addon from your reseller. Note that some third-party resellers use their own activation keys which are not recognized by our system. Please contact us if you have purchased your addon from a reseller and experience issues when entering your registration key to obtain technical support.

Your activation key is unique, personal, non-transferable and traceable. Please keep it in a safe place.


I've purchased my addon from one of your resellers. How do I get support?

If you have purchased your addon from one of our authorized resellers and need assistance with your order, please contact the reseller for sales/download support (we have no access to the reseller's online store).

However, you can obtain technical support from us if you can provide a valid activation key for your addon. Your activation key was issued when you purchased your addon from your reseller. If you have purchased the CD-ROM version, the activation key is located inside the case. Some third-party resellers use their own activation keys which are not recognized by our system. Please contact us if you experience issues when entering your registration key to obtain technical support.

Please note that technical support is no longer available for our legacy products. They are offered as is.


How do I get software updates (patches) and upgrades?

When available, patches and updates for your Xtreme Prototypes addons are now listed at the bottom of each product page on our website. To download these files, please login to you user account.

Software upgrades are advertised as new products and are offered at a discount price for registered users of the previous version.


 

SECURITY AND PRIVACY

What is your privacy policy? Do you keep my personal information private?

Xtreme Prototypes firmly believes in practicing responsible e-business. Absolutely all information submitted to us is kept private. We do not and will never divulge, sell or reveal any information you submit to anybody. All orders are processed by Square®. Xtreme Prototypes does not keep credit card information and does not process orders directly. Please visit our Privacy section for more details.


Are transactions on your website secure?

For your protection as well as ours, all transactions take place through a secure server. Our website uses the most powerful available encryption technology (128-bit Secure Sockets Layer or SSL) to prevent personal information from being intercepted and used. This ensures that all information you send to us via the World Wide Web will be encrypted. If any other Internet user intercepts the communication, he/she will only be able to see it in an encrypted (garbled) form. All orders are processed by Square®. Xtreme Prototypes does not keep credit card information and does not process orders directly.


Sometimes I get a message about cookies. What is a cookie anyway?

This site uses cookies only so we can keep track of the items you put in your shopping cart and the language you use.

Many web sites store information in a small text file, called a "cookie", on your hard disk. Only the information that you provide, or the choices you make while visiting a website, can be stored in a cookie. Allowing a website to create a cookie does not give that or any other site access to the rest of your computer, and only the site that created the cookie can read it.

Most browsers are set up to allow the creation of cookies. However, you can specify that you be prompted before a site puts a cookie on your hard disk, so you can choose to allow or disallow the cookie; or you can prevent your browser from accepting any cookies. However, please note that disabling cookies while shopping at Xtreme Prototypes may prevent you from completing your orders.


 

PIRACY

My addon seems not to be a genuine product. What should I do?

If you have downloaded your addon from a file sharing website or if it was obtained on a recordable CD-ROM with a label or jacket that does not look professional, it is probably a pirated copy for which the developer did not receive any payment for his work. These illegal copies may also contain viruses, malware and spyware that can cause damages.

If you believe that your addon is a pirated copy, we recommend that you do not install it for security reasons, and ask that you delete/destroy it. You may then purchase a legal, original, and safe version from our website.

For obvious reasons, we cannot offer technical support without an original order number and an activation key. Also, we cannot be responsible for damages caused by the installation of a pirated copy on your computer.

Please note that only Xtreme Prototypes and its authorized resellers can sell our products online or in their stores. Our next generation addons, like our X-15A-2 Special Edition or our GLJ Model 25 Special Edition, are sold directly and exclusively by Xtreme Prototypes. If you have obtained your Xtreme Prototypes next generation addon from another source, it is probably a pirated copy that may contain malware.

Please inform us if you suspect a website or someone of selling or distributing our products illegally. These products and their activation keys are unique and traceable.

The unauthorized reproduction and/or distribution of protected material constitutes an infringement to the exclusive right of its holder. This behaviour could expose the offender to legal action and to a judgment to pay damages. Offenders will be prosecuted to the maximum extent permissible by law.

Piracy kills quality addons. Posting or downloading illegal copies of our addons over the Internet is a crime.