Support FAQ 19.4 - Please read this before posting!

Please read before posting in #support or contacting support staff:


On this thread you will find answers to common questions regarding technical issues for Infinite Flight. Please have a look and see if your question is answered here. Always be sure you have the latest version of Infinite Flight downloaded from your app store and that your device is up to date.

Trending Support Items:

We are aware of a slightly increased crash rate on 19.4 with iOS. The cause of this is not 19.4 directly, but a framework used together with iOS 13 that is leaking a substantial amount of memory. The less RAM your iOS device is equipped with, the greater the risk is of being affected.

Latest update regarding the crash issue:

Now more than ever, the steps quoted should be followed when attempting a longer flight as it will greatly reduce the risks of experiencing a crash.

If you are experiencing these crashes, make sure you reduce the following settings:

  • Texture Resolution: Low
  • Anti Aliasing: Off
  • Live Aircraft Count: Low to None, None especially on Final.
  • Rendering resolution: Low

Below will also in addition to what’s already been mentioned, lower the chance of experiencing any crashes:

Of course we are working hard to find a way to resolve it, but please try the steps above in the mean time.


General Support FAQ:

One thing to always keep in mind even though it sounds pretty cliché - a device restart solves a lot of things!


What do I do if I experience app crashes or lag?

General tips regardless of device:

  • Turn Limit Frame Rate ON (box should be ticked) if you notice that your device tends to heat up or if you are experiencing lag. A device that heats up too much is more likely to suffer performance degradation which could lead to lag and app crashes.

  • Infinite Flight doesn’t take up a specific amount of storage, it can change depending on the area you’re flying in etc. We therefore recommend that you always have at least 1GB of storage available on your device.

  • Before longer flights, it is advised to reboot your device and close any apps running in the background to enhance your experience.

  • It is possible to fly and charge the device at the same time. The key to this is to use less power than being charged. One way to accomplish this is lower your screen brightness and ensure Infinite Flight’s low power mode is enabled.

  • Disable active ad or message blocking apps

  • Don’t modify, “Root”, or “Jailbreak” your device

  • Use a strong WiFi network within a relatively close proximity to your device

  • Lower Infinite Flight graphics and performance settings

    1. Lower the Rendering Resolution setting.
    2. Disable Anti-Aliasing.
    3. Lower the Rendering Quality setting.
    4. Lower the Texture Quality setting.
    5. Lower Airplane count.

At any point if you’re experiencing decreased performance, “Limit frame rate” should always be ticked. This setting can have a great negative impact on performance unless your device is considered high performance.

General iOS tips:

  • One great thing to do before launching Infinite Flight, is to perform a soft restart of the device. This is a quick and reliable way of making sure your device is operating at peak efficiency. This is done by holding down the power/lock button until you see “Slide to power off”. Then hold down the home button until you’re returned to the home screen. For iOS devices without a Home button, a restart is recommended as the soft restart feature does not exist on those.

  • Make sure you don’t have “Low power mode” on your iPhone. If you have, the battery icon in the top right corner is yellow. This can be deactivated from Settings -> Battery, or from “Control Center” depending on how you have it set up. Having “Low power mode” enabled while using Infinite Flight could result in a performance degradation.
    Note: This is not the same as “Low power mode” in Infinite Flight. This is a device function.

General Android tips:

  • Make sure you have Android Battery Saver disabled. Having this enabled can cause a lot of degradation in terms of both storage, performance and network.

  • Newer Android devices may work fine with Anti-Aliasing on. Turning this off can help performance for older/less powerful Android models.

  • Some devices (ie Samsung) may have a Game Tuner app to enhance the performance of games. While some users have not seen an issue there is a number who have. It is best to run IF by itself instead of through a game tuner.

If none of the suggestions above helps:

As a final resort, reset the device to factory settings. Be sure to back up all important data on your device first.


Will I have to repurchase IAPs again every time I download Infinite Flight?

All App Stores selling Infinite Flight and it’s associated in-app purchases allow for downloading without repurchasing after an item has been paid for. If you’re an Android user your previous purchases will automatically be unlocked when you download the app. Apple users must open the aircraft selection page, then tap “Restore Purchases” to access any purchased regions and aircraft. To ensure success, please check the following:

  • You have used the same App Store account and ID as the original purchase.
  • You have not been previously refunded.
  • You are not using any IAP hacking programs.

Note: If none of the above are applicable, a simple uninstall / reinstall often resolves the issue.


What are the minimum device requirements for Infinite Flight?

Our minimum device requirements for the Global versions of Infinite Flight is as follows:


iOS Requirements:

  • 64 bit device
  • iOS 10 operating system or later
  • Click here to see full list of iOS devices supported at this time

Android Requirements:

  • Android 6.0 (Marshmallow) operating system or later
  • Device must support OpenGL ES 3.0

Additionally, we strongly recommend that you have a device with equipped with a at least 1GB of RAM.

Note: Due to large variety of Android devices there is not a specific list of supported devices. Customers with devices that are not supported at this time will receive a message on the Google Play Store when attempting to download the latest update for Infinite Flight to advise that the device in use is not supported.


I want a refund. How should I proceed?

If you are experiencing difficulty with Infinite Flight, please allow us the opportunity to help resolve your issue first by contacting us at support@infiniteflight.com.

Please see below how each App Store handles refunds:

Apple: iTunes policy is that all app sales are final. We are not able to provide refunds, but you may be able to receive a refund by emailing iTunes customer service making your request.

Android: Google Play Store offers a two hour grace period to request a full refund for any purchase. Following the two hour grace period all refunds need to be requested with the developer by providing a complete copy of the receipt which shows the purchase ID beginning with “GPA”. Refunds are not guaranteed and will be reviewed on a case by case.

REFUNDS CAN ONLY BE REQUESTED VIA E-MAIL (support@infiniteflight.com)


I have purchased a subscription but it says I do not have a subscription. What do I do?

If you purchased a new subscription or renewed an existing one but cannot access your online account please try the following steps:

  1. Sign out of your Infinite Flight account (tap your name in top right corner, then “Logout”), if you are signed in.
  2. Restart your device
  3. Open Infinite Flight
  4. Tap “Fly Online!”

If you’re unable to access your subscription after completing the steps above please try the following:

  1. Uninstall Infinite Flight from your device
  2. Restart your device
  3. Install Infinite Flight from App Store again
  4. Tap “Fly online!”.

The app should then display the account that holds your subscription based on the information found on your Apple-ID.

If you are still unable to access your subscription after completing the steps above, please send an e-mail explaining the steps you’ve already taken as well as the information below to support@infiniteflight.com

  • Display Name and Callsign
  • Device
  • Complete Purchase Receipt showing date, item, and item number (Beginning with GPA if Android User)

Can I recover my purchases if I switch from Apple to Android or vice versa?

Unfortunately purchases made through the App Store or Google Play Store do not transfer to the opposing App Store, whether Apple or Android. Each App Store has control over their own purchases, not allowing them to be honored by the opposite store, much like a game for Xbox would not be recognized by PlayStation.

If you do have an Infinite Flight Pro subscription it can be transferred to any account. Those with Infinite Flight Pro will also have all aircraft and access transferred because those items are part of the subscription. If you do have an Infinite Flight Pro subscription you wish to transfer, please contact support@infiniteflight.com with the following:

  • Display Name and Callsign of account you’re transferring from.
  • Display Name and Callsign of account you’re transferring to.
  • Complete purchase receipt of subscription.

In very rare circumstances, stats and progress will unsuccessfully transfer to your new account. Providing the following information is your acceptance of this risk and permission to merge your accounts.


How can I purchase a new Infinite Flight Pro subscription?

If you have the latest version of Infinite Flight installed from Google Play Store or the iOS App Store you can purchase an Infinite Flight Pro subscription in-app. With an Infinite Flight Pro subscription you will gain instant access to an online global multiplayer experience which features world-wide scenery and satellite imagery, giving you the ability to fly to any airport in the world. The Infinite Flight Pro subscription will also include our entire fleet of aircraft, live Air Traffic Controllers, real-time weather and time of day, realistic flight planning, and much much more!


How much does an Infinite Flight Pro subscription cost?
1 Month - $9.99

6 Months - $49.99 

1 Year - $79.99

The Infinite Flight Pro subscription comes with all In-App Purchases unlocked, including any newly added content during the active subscription period. Only items purchased separately will remain available once your subscription expires or is canceled.

We recommend that you have a valid Facebook or Google account to sign up for a subscription, but it is not mandatory. If you have your account linked to Facebook or Google account, you will be able to use your subscription on any support device regardless of platform and in case any issues should occur, it will be easier to recover. Note that the subscription can only be used at one device at a time. You can’t have two flights on the same account running simultaneously.

Android: Google Play Store customers can now purchase a subscription with a redeem card and store account balances. The subscriptions will automatically renew but can be cancelled from your PlayStore account at the Infinite Flight app page.

Apple: iTunes customers can use redeem cards or account credits without a credit card to purchase a Pro Subscription. iTunes customers will not renew automatically and are prompted to accept or decline renewals upon subscription expiration.


How can I change my Infinite Flight Pro credentials from Facebook to Google or vice versa?

Currently end users cannot change their online credentials. It is advised to use a Facebook or Google credential you plan to keep long term. If you have an unplanned or an unavoidable problem requiring you to change your credential currently assigned to your Live subscription, please contact our support staff at support@infiniteflight.com with the following:

  • Display Name and Callsign of account you wish to change credentials on
  • Complete purchase receipt of subscription

Will new updates be available on the Amazon App Store?

Unfortunately new updates will not be released for Amazon devices. We will gauge Amazon demand at a later date to determine whether or not we will continue to support the Amazon App Store updates. The version prior to global flight will remain available at this time.


Can I play Infinite Flight offline?

An internet connection is required at all times to play Infinite Flight.

For the first versions of Infinite Flight on a global scale we have decided to stream our terrain which uses very little data from our testing. In the future it is our desire and plan to support offline gameplay or even the ability to download scenery for “on the go” use. Our ultimate goal is to allow for a versatile experience which allows customers to enjoy Infinite Flight both on and offline. There is not set timeframe for accomplishing this.


How can I join the beta team?

We do not accept direct requests to be an Alpha or Beta Tester or currently do not offer an open beta version of Infinite Flight. Keep an eye out here on the Community Forum for future openings!


How do I cancel my subscription?

Auto-Renew can be cancelled directly from your App Store or Play Store app. Please find the instructions for your store below:

Google Play Store:
View, change, or cancel Google Play Store subscription

iOS App Store:
View, change, or cancel your App Store subscription

In addition, we love to hear feedback about what we could be doing better. Please do message a member of the community team with any suggestions you may have, especially if it’s one that’s making you not renew your subscription.


When i try to login i get an error saying that there's no account associated with my profile?

This is something you can see when you have yet to create an account in Infinite Flight. An account is created when you purchase a PRO subscription and can’t be created before that. You then have the option to link your account to either a Facebook or Google profile. You are most likely trying to sign in with either of them before having purchased a subscription and have it linked with your Facebook or Google.


I can't see any other aircraft when flying online?

This is most likely because they’re not downloaded to your device.

Go to Settings in the app, then select the “Live” tab. Adjust the “Airplane count” to an appropriate amount

IMPORTANT: The higher you have the airplane count set to, the more performance demanding on your device.

Also, if you are using cellular you need to make sure to have “Automatic airplane download on cellular” checked!

That should do the trick!


I just resubscribed but the subscription was applied to an account i do not recognize?

If you just purchased a new subscription but it ended up on an account you do not recognize (usually named “User-####”, #=digits), we can help you transfer it to the correct one.
Please let us know the display name and callsign for both the new account as well as the one you wish to use, and we can then transfer the subscription to the correct account. Please contact us via e-mail at support@infiniteflight.com for assistance with this.


"OIS Not Available seen on 350 cockpit screen."

The OIS is an extremely complicated screen to reproduce. Some screens may be added in a future release.


"I am unable to spawn at airports I used to use."

The 19.4 update corrected an issue that allowed larger than normal planes to spawn at certain spots. The size restrictions are more accurate now.


How do I switch cockpits for the 172

You change the cockpit by changing the livery. See the table below for a list of which panels go with which livery.

Livery Panel
Civil Air Patrol Steam Gauge
Default Steam Gauge
Embry Riddle G1000
F-HATZ G1000
N1322K G1000
N456DX G1000
Near North Aviation Steam Gauge
Yellow Blue Steam Gauge

A few commonly known issues and how to fix them:

"I can't hear any ATC voices on my Android device."

On October 8th, Google pushed an update for their TTS (text to speech) application used in many Android phones. This update can in some cases cause ATC voices to stop working for Infinite Flight. To resolve this issue, go to Settings -> Accessibility -> Text to speech output -> Install voice data.

Remove all voices that are possible to remove, then download & install them again. Specifically the English options. That should do the trick!

Note :
Depending on Android version, your TTS settings could be placed a bit differently. If you can’t find them using the steps above, try:
Settings -> General Management -> Language input -> Text to speech -> Cogwheel next to your preferred TTS engine.


"Since upgrading to iOS 13 / iPadOS, i can't hear any ATC?"

With Apple’s recent release of iOS 13 for iPhones and iPadOS for iPads, some users are experiencing an issue where their voices are missing from their Infinite Flight in-app settings. If you are experiencing this please follow the steps below:

1.) Go to your device Settings -> Accessibility -> Voice Over -> Speech -> Voice
2.) Once here you will see tables for voices broken down by English (US, Australia, India, Ireland, etc.)
3.) Download the voices by clicking on the cloud icon with the arrow that points downward found on the right of the voice name. Pro Tip: You have to click on each voice and then tap on the cloud icon to download.


After you have the voices installed on your device go ahead and restart your device & then launch Infinite Flight. You should now see the list of select-able voices under your Live Settings for both Pilot and ATC.


"I just fell down through the ground or got stuck in a "pothole".

This usually happens when the scenery stream from our servers to your device becomes corrupt for some reason.

To resolve this issue, please try the following steps:

  • Relaunch Infinite Flight (make sure you stop it from running in the background first)
  • Before starting a new flight, Go to Settings —> General —> Tap “Clear scenery cache”. It’s in the bottom.
  • Start a flight (try on Solo first)

Note: In some rare cases, the steps above isn’t enough. If that should be the case, you will have to reinstall Infinite Flight.


"My connection to the Weather server is red".

This issue is usually only temporary and resolves itself after a while. If it remains for a longer time period, turning on “Flight mode” on your device for 30 seconds could resolve the issue. If it still remains red and could become a problem for your during your flight, feel free to post a topic in #support or send an e-mail to support@infiniteflight.com for further assistance.


"I'm unable to communicate with ATC".

This is generally a tricky one and often traces back to a spotty connection. If this should happen to you, one thing that could help is to put your device to “Flight mode” for about 30 seconds so that the connection to our Live servers is reestablished. If that doesn’t help, please depart the airspace and divert to another airport. This is to avoid interference with other traffic in the area.

If you however should be reported due to this, the controller have most likely used “Unable to communicate - Contact Moderator” as the reason. The best course of action then is to do just that, contact a moderator.

It is also strongly recommend to take screenshots during these incidents to the best of your ability.


"I'm experiencing a distortion/rendering issue while on any of the servers or when using the A330".

If you’re experiencing issues with the updated A330, please delete Infinite Flight from your device and make sure you update to the latest version from your respective App Store. A fresh install will resolve this issue.

NOTE :
You can also see this issue if you are in another aircraft, but have the A330 nearby.


"I'm receiving an error saying that my account is being used on another device?".

This can happen if the connection between your device and our servers times out multiple times in a shorter time period.

Usually it means the connection between you and us are unstable. Most of the times it resolves itself. But if it becomes a more recurring issue, further troubleshooting might be required.

This can also happen if you put Infinite Flight in the background to do other things on your device, as the app is then completely paused by the operating which could lead to connectivity issues. It is strongly recommended not to put the app in the background when flying on any of our servers due to this reason.

If this happens, there is unfortunately no way to recover the current flight and the app needs to be restarted.


Didn’t find what you were looking for? No problem!

Feel free to make a post in the #support for community assistance or contact our helpful Infinite Flight Support Staff directly for one-on-one assistance! You can do that by emailing us at support@infiniteflight.com.

Remember to always include as much information as possible when contacting support staff or posting in #support. Happy Troubleshooting!

Changelog:


2019-02-28
  • Added information about “No account associated with this profile”.

2019-05-14
  • Added information about not being able to see other aircraft.
  • Added information about the A330 rendering issue.
  • Added information about “Account used on another device” error.

2019-07-05
  • Updated information for resolving performance issues.
  • Added information about subscription being applied to wrong account.

2019-09-23
  • Added resolution for ATC voice issue on iOS13 / iPadOS. Thanks to @Levet
  • Added information about the iPhone 11 display issue to “Trending”
  • Added “Trending”

2019-09-30
  • Info about hotfix push for iPhone 11

2019-10-12
  • Removed iPhone 11 from trending and added Google TTS issue

2019-12-09
  • Moved Android TTS issue from Trending to Known issues
  • Minimum device requirements increased from Android 5.0 to 6.0

2019-12-10
  • Added information about the changed gate restrictions
  • Added information about OIS display on the A350
  • Added information about Facebook crash issue on Android to trending
  • Added information about increased crash rate on iOS

2019-12-14
  • Removed Facebook sign in crash on Android from trending.
  • Added graphics settings tips for the increase crash rate tips under trending.

2019-12-29
  • Added spawn issue to trending items
55 Likes
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