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When something isn’t working, you can ask for help without leaving Stratos. A support ticket goes to your airline, to Stratos app support at Skyvex Software, or to the developer of a plugin, and replies come back into Stratos. For ideas and feature requests, there’s the Stratos roadmap.
At a glance
  • Click Support in the sidebar, then New Ticket.
  • Your airline helps with your account, PIREPs, flights, ranks and bookings. Stratos app support helps with the app itself.
  • Every ticket, to your airline or to Stratos app support, sends a copy of Stratos’s database from this computer. Only Skyvex Software sees it, so we can see what happened.
  • For a plugin, use Get help or Contact the developer on the plugin. Its log goes with your message.

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Who to ask

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Open a ticket

  1. Click Support in the sidebar. The Support Centre lists your tickets.
  2. Click New Ticket.
  3. Under Open a new ticket, pick Your airline or Stratos app support, then click Continue.
  4. Write a Message: what you were doing, what happened and what you expected. A Subject is optional; without one, your first line becomes the subject.
  5. Click Send, or press Ctrl+Enter (Cmd+Enter on a Mac).
The Support Centre: the pilot's tickets with their status, and New TicketThe Support Centre: the pilot's tickets with their status, and New Ticket
Attach screenshots or files with the paperclip, by pasting, or by dragging them in (up to 10 files, 10 MB each). The ticket opens as soon as it’s sent. Sending to above the form shows who’ll get it, and Change goes back to step 3. The choice in step 3 appears when your airline answers tickets in Stratos or has its own help desk. What happens next depends on your airline:
  • If it answers tickets in Stratos, pick Your airline or Stratos app support, then write your message.
  • If it has its own help desk, picking Your airline shows Open the help desk, which opens it in your browser. Stratos app support goes on to the message as usual.
  • If it does neither, the ticket goes straight to Stratos app support, with a reminder to contact your airline directly for anything about your account, PIREPs, flights, ranks or bookings.

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What’s sent with it

  • To Stratos app support: a copy of Stratos’s database from this computer goes with every ticket, so we can see your recent flights and what Stratos recorded. For Get help on one of our plugins, that plugin’s log goes too.
  • To your airline: your message and any files you attach. A copy of Stratos’s database goes too, but only Skyvex Software can see it, never your airline. It’s there in case your airline brings us in.
  • To a plugin’s developer: your message and the plugin’s log. See Contact a plugin’s developer.
If we need your log files as well, open Settings → About and updates and click Logs to find them.

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Replies and solving a ticket

Replies appear in the ticket as they arrive, and a dot on Support in the sidebar tells you there’s a reply waiting. Each ticket shows its status:
  • Reply: type in Type your reply… at the bottom and send it.
  • Attach: add screenshots or files to a reply with the paperclip, by pasting, or by dragging them in (up to 10 files, 10 MB each). Files the person helping you sends show in the conversation.
  • React: hover over a message and click Add reaction to add an emoji.
  • Mark as Solved: when you’ve sorted it out yourself, click Mark as Solved at the top and confirm. If it comes back, reply and the ticket reopens.
When the person helping you marks the ticket resolved, it asks Did that sort it out? Click Yes, thanks to close it, or reply to reopen it. A resolved ticket closes by itself after 30 days without a reply. Once a ticket is closed, you can tell us whether it was Helpful or Not helpful (and Change your answer later). To raise something new, click Start a new ticket.

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Contact a plugin’s developer

Plugins made by other developers are supported by those developers, not by Skyvex Software or your airline.
  1. Find the plugin in Settings → Plugins, or its card in the Plugins catalogue.
  2. Click Contact the developer.
  3. Write your message and click Send.
The ticket goes straight to the developer. They see your name, your airline, your simulator and your Stratos version, never your email or pilot ID, and never Stratos’s database. The plugin’s log from the last 7 days goes with it, so the developer can see what went wrong. Click See what’s sent to read it first. When the log can be left out, Remove takes it off (and Attach puts it back). For Skyvex Software’s own plugins the link says Get help instead, and the ticket comes to Stratos app support.

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Share an idea or report a bug on the roadmap

The Stratos roadmap is where ideas and bug reports are collected and voted on, and where you can see what’s planned, in progress and shipped.
  1. Open the roadmap in your browser.
  2. Sign in with a Skyvex Software account. Create one free if you don’t have one. It’s separate from your airline sign-in.
  3. Click Share an idea, pick an idea or a bug, and describe it.
You can vote for other pilots’ ideas and follow them to hear when they move. You can also send ideas from Stratos as a ticket to Stratos app support.

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For VA owners

Whether your pilots see Your airline in New Ticket depends on your airline’s support settings in Console (Settings → Support). The Support inbox comes with Pro and Pro+, and a Your help desk link works on any plan. Tickets your pilots send to you land in your support inbox. See Support inbox.