Troubleshoot game downloads

Troubleshooting game downloads from PlayStation Store

Find out how to fix issues when downloading games from PlayStation™Store on PS5™ consoles and PS4™ consoles.

PlayStation Store game download doesn't start or fails

If you have issues when downloading your purchases, please select your console for troubleshooting steps.

  1. Check the PSN status page. If you see any alerts, wait until the service is up and running and then try again.

PlayStation™Network Service Status
  1. Make sure you are signed in to the correct account. To download the game, you'll need to use the same account that was used to buy the game. 
  1. Check that your console has the latest system software installed. Go to Settings > System > System Software > System Software Update and Settings.
Update PS5 system software
  1. Check that you have enough storage space for your game. To find the required space for the game, go to your Game Library, select the game > … (more) > View Product. The minimum free space will be displayed on the right of the screen. To see the available storage on your PS5 console, go to Settings > Storage.
Manage PS5 console storage space
Find and download games

  1. Turn on your console in Safe Mode and select option 5 Rebuild Database to create a new database of all content.

Safe Mode on PS5 consoles
  1. Restore your licences. Visit the guide below to restore licences on your console.
Restore licences on PS5 consoles
  1. Open ports on your router and check the firewall settings. For help with port opening and router settings, please contact your ISP (Internet service provider). 

Required ports for PlayStation™ Network 

TCP: 80, 443, 3478, 3479, 3480, 5223 

UDP: 3478, 3479 

If you’re still having issues, please contact PlayStation Support.

  1. Check the PSN status page. If you see any alerts, wait until the service is up and running and then try again.

PlayStation™Network Service Status
  1. Make sure you are signed in to the correct account. To download the game, you'll need to use the same account that was used to buy the game. 
  1. Check that your console has the latest system software installed. Go to Settings > System Software Update.
Update PS4 system software

  1. Check that you have enough storage space for your game. To find the required free space for the game, go to PlayStation Store on your console, select the game and scroll down to the Details section. The minimum free space will be displayed on the right of the screen. To see the available storage on your PS4 console, go to Settings > Storage.

Manage PS4 console storage space
Find and download games

  1. Turn on your console in Safe Mode and select option 5 Rebuild Database to create a new database of all content.

Safe Mode on PS4 consoles
  1. Restore your licences. Visit the guide below to restore licences on your console.
Restore licences on PS5 consoles
  1. Open ports on your router and check the firewall settings. For help with port opening and router settings, please contact your ISP (Internet service provider). 

Required ports for PlayStation™ Network 

TCP: 80, 443, 3478, 3479, 3480, 5223 

UDP: 3478, 3479 

If you're still having issues, please contact PlayStation Support.

Can't find a game purchased from PlayStation Store

  1. Check the transaction history for your account to make sure the purchase was successful.
Check transaction history
  1. Turn on Console Sharing and Offline Play on your PS5 console, or activate your PS4 console as your primary PS4.
PS5 Console Sharing and Offline Play
Activate primary PS4 console
  1. Restore licences for your account.
Restore licences

If you are having trouble finding DLC or add-on content, please visit the guides below.

Add-on and DLC support
Season Pass support

Need to contact us?

If you're still having issues, please contact PlayStation Support using the link at the bottom of this page. Please provide the following information:

  • Any error codes or messages.
  • A detailed description of what happens and steps to replicate the issue.
  • A timestamp (date and time) of an attempt to access the content. 
  • A screenshot or video of the issue if possible.

Need help? 

Contact our support specialists

Contact PlayStation Support