Support FAQ

#1

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!

If you’re unable to solve your issue here you may post in #support for community support or contact Infinite Flight Support Staff directly by email at support@infinite-flight.com or with a simple forum message to @support.


What do I do if I experience app crashes or lag?
  • Keep as much unused internal device memory (RAM) available. 1GB is the minimum recommended you should have available before launching Infinite Flight
  • Android: Change device display resolution
    • Settings > Display > Display size to Large, Larger or Largest.
      • Some devices will offer to change Display Resolution instead, set that to the smallest possible.
    • Ensure Text to Speech (TTS) 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
    • Lower the Rendering Resolution setting
    • Lower the Rendering Quality setting
    • Disable Anti Aliasing

For in-flight performance issues, please refer to these helpful tips:
"Global" update status, performance issues and workarounds

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.


Note for iOS users: iTunes may indicate that they are going to charge you again, however if all of the above applies to your account purchases then you will proceed through their purchase process. You will be prompted with another iTunes message confirming that you already own the item, and may download it again without charge.


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 5.0 (Lollipop) operating system or later
  • Device must support OpenGL ES 3.0 (Check here.)

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@infinite-flight.com or sending a message directly to @support.

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: The GooglePlayStore 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.


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

If you’ve purchased an Infinite Flight Pro subscription and the app says you do not have an active subscription, please contact the Infinite Flight Support Staff at support@infinite-flight.com with the following:

  • 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@infinite-flight 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.

Android: You will need a valid Facebook or Google account to sign up for a subscription. Subscriptions can be used on any supported device as long as it is not being signed in by more than one user. Google PlayStore 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 friendly support staff at support@infinite-flight.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

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!


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@infinite-flight.com or with a private message on the forum to @support.

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

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