PlayStation Support

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Game support
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Game support

Common game questions

To upgrade an eligible PS4 game on disc to the digital PS5 version, you will need a PS5 console with a disc drive. PS4 game discs can’t be used with the PlayStation®5 Digital Edition.

  1. Sign in on your PS5 console (or create an account).
  2. Insert the eligible PS4 game disc.
  3. Go to the game hub for the PS4 game.
  4. Select the upgrade offer on the game hub and review the upgrade offer.
  5. Select Download (or purchase with the discounted price) to download/purchase content.
  6. After the download is complete, you can play the PS5 digital game by inserting the PS4 game disc. You will need to keep the disc inserted each time to play the game.

To upgrade an eligible digital PS4 game you already own to the digital PS5 version:

  1. Sign in to your existing account on your PS5 console.
  2. Find the PS5 game in PlayStation™Store, or by Search, and go to the game hub for the PS5 game.
  3. Select the upgrade offer on the game hub and review the upgrade offer.
  4. Select Download (or purchase with the discount price) to download/purchase content.
  5. After the download is complete, you can play the PS5 game.

Note: PS4 games redeemed as a PlayStation®Plus benefit are not eligible for a PS5 upgrade unless otherwise indicated.

  1. From the Games Home Screen, go to the Game Library. 
  2. Select the game and press X.
  3. Select the [...] button on the screen to view options.
  4. Select the version of the game you want to download or play.

The PlayStation®5 console is backward compatible with the overwhelming majority of PlayStation®4 games. That means an amazing collection of thousands of PS4™ games can be played on your PS5™ console.

  • PS5 consoles do not support PlayStation®3 discs. If you got your PS4 digital game through the PS3 game to PS4 digital game upgrade program (and therefore need the PS3 disc to play it), you will not be able to play that PS4 digital game on your PS5 console.
  • The SHARE menu cannot be displayed during PS4 gameplay on PS5 consoles. You can take screenshots and images by pressing the create button on your DualSense wireless controller to show the create menu. For some PS4 games, even if you start video recording with a resolution of 3840 x 2160, it may still be recorded at a resolution of 1920 x 1080.
  • The HD Camera is not compatible with PS VR on PS5. You’ll need to use the PS Camera (for PS4), and the PS Camera adaptor (no purchase required), to use PS VR on PS5.
  • HDR is automatically switched on for PS5 consoles. To turn off HDR, go to Settings Screen and Video > Video Output > HDR and select Off.
  • The tournaments feature on PS4 is not supported on PS5 consoles. To participate in a tournament for PS4 games, please continue to use your PS4 console.
  • In-Game Live from PlayStation is not supported on PS5 consoles. 
  • PS5 consoles do not support the PS4 Second Screen app or game companion apps.

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

Depending on the game, you can earn trophies by accomplishing objectives such as clearing levels, finding collectibles, or completing certain tasks.

Support video: PS5 Tips for locked games

Managing games and content

Support video: How to Download and Delete Games on PS5
Support video: Downloading PS4 Games

When you purchase a game, you can choose to start the download remotely via a web browser or PlayStation App. To start a remote download, you need to set up automatic downloads for your console.

Find out how to resolve common issues with add-ons, DLC and in-game currency.

When you start a game or app, it automatically updates to the newest version available.

Highlight a game thumbnail in your games home and press the options button to display the options menu.

  1. Select Check for Update.
  2. If an update is available, follow the instructions to install the update.

You can also use this menu to manage saved data, game data and add-ons.

  1. Go to Library and highlight the game you want to update. Press the OPTIONS button and select Check for Update.
  2. If an update is available, follow the instructions to install the update.

Game and saved data, as well as other data, is stored on the built-in storage on your PS5™ console. If you don't have room on your console storage, you can either delete data that's already there or move data to one of the following storage spaces:

  • USB Extended storage
  • M.2 SSD storage
  • Cloud storage
  • USB drive

Your PS5 console monitors how much storage space is used by your games, media content, and saved data. To check how much free storage space you have, go to the home screen and select Settings > Storage.

To manage your PlayStation®4 console storage, go to Settings > Application Saved Data Management.

If you would like to access an application's PlayStation®Plus online storage save data from the content launcher or Library, highlight the application, press the OPTIONS button, and select Upload/Download.

Games you hide will be hidden from your Library on all consoles. This setting doesn’t affect your profile. You can hide or unhide your games in the following ways.

  1. From your Game Library, open the Your Collection tab and then highlight the game you want to hide.
  2. Press the options button, and then select Hide.
  1. Go to your Library Purchased and highlight a game.
  2. Press the OPTIONS button and select Do Not Show Content Item in [Purchased].

Support for specific games

How do I access my bonus content? 

The physical editions of the game include a voucher with a code, which you can redeem on PlayStation™Store to gain access to your bonus content. If you purchased a digital version of Horizon Forbidden West, the bonus content is included when you can download the game. Please check your retailer receipt (physical or digital) for the code.

What platforms can I play Horizon Forbidden West on? 

Horizon Forbidden West will be released on PS4 consoles and PS5 consoles.

What languages is Horizon Forbidden West available in? 

Spoken (voice-overs from local talent): English, French, Italian, German, Spanish, Polish, Portuguese, Russian, Arabic, Japanese, Latin American Spanish, Brazilian Portuguese.

Subtitles: English, French, Italian, German, Spanish, Polish, Portuguese, Russian, Arabic, Japanese, Latin American Spanish, Brazilian Portuguese, Dutch, Danish, Norwegian, Finnish, Swedish, Hungarian, Czech, Turkish, Greek, Simplified Chinese, Traditional Chinese, Thai, and Korean.

How to access pre-order bonuses for God of War Ragnarök 

All pre-order bonus/DLC content is unlocked as you progress through the story. You'll need to reach the first shop within the game in order to receive in-game items.

Can I play my PlayStation 4 version on PlayStation 5 consoles?

Yes, you can play the PS4 version of Gran Turismo 7 on a PlayStation 5 console.

What are the minimum requirements for Days Gone on PC?

  • 64-bit processor and Windows 10 operating system or equivalent.
  • Intel Core i5-2500K@3.3 GHz, AMD FX-6300@3.5 GHz CPU, or equivalent.
  • 8 GB of RAM
  • Nvidia GeForce GTX 780 (3 GB), AMD Radeon R9 290 (4 GB) graphics card, or equivalent.

What hardware do I need to play Horizon Call of the Mountain? 

You need a PlayStation®5 console, PlayStation VR2 as well as PlayStation®VR2 Sense Controllers to play Horizon Call of the Mountain.

Does Helldivers 2 have an online or multiplayer experience?

Helldivers 2 requires online play. You can play with up to 4 online players with PlayStation®Plus.

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Create and join a party
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Create and join a party

Party & voice chat

Have real-time conversations with players by voice chatting in a party. 

  1. Press the PS button to open the control center, and then select Game Base.
  2. Go to the Parties tab and select Start Party. Select either Open Party or Closed Party.
  3. Follow the on-screen instructions. When you finish your selection, the party starts. You can manage it from the voice chat card in the control center.
  1. Press the PS button to open the control center, and then select Game Base.
  2. Go to the Parties tab.
    Parties you can join are listed under Joinable.
  3. Select the party you want to join.
    The players already in the party are displayed.
  4. Select Join.
    You join the party. You can manage the party from the voice chat card in the control center.

This setting affects only game chat audio. You can also find this setting in Voice Chat Settings in Game Base.

  1. Press the PS button to go to the control center, and then select Sound. 
  2. Select Disable Game Chat Audio.

To use Discord on your PS5™ console, you need to link your account for Discord to your account for PlayStation™Network. Link your Discord account to PlayStation Network.

  1. Open the Discord app on your mobile device or computer, log in to your account for Discord, and then start or join a voice channel.
  2. Select the option to join on PlayStation, and then select your PS5 console* from the list that appears.
  3. When your PS5 console has successfully connected to the voice channel, a notification appears on your PS5 console screen.
  4. Select View Discord Voice Chat from the notification on your PS5 console screen to open the Discord voice chat card.

Have real-time conversations with players by voice chatting in a party. 

  1. From the home screen, press the up button on your controller to access the function screen. Select Party > Start Party
  2. Select either Open Party or Closed Party. Follow the on-screen instructions. When you finish your selection, the party starts.
  1. From the home screen, press the up button on your controller to access the function screen. 
  2. Select Party
  3. From the list, select the party you want to join.
Support video: Invite a friend to a party or voice chat

Party troubleshooting

If you lose connection, or the microphone icon flashes, during party voice chat, please try the following:

  1. Review your Internet connection. If possible, use a wired connection. 
  2. Turn your console and your internet device (modern and router) off. Wait 5 minutes and then turn them back on. If you use a router, please try opening the ports. 
  3. Speak to your Internet service provider about how to open the following ports on your router: 
  • TCP: 80, 443, 3478, 3479, 3480
  • UDP: 3478, 3479

Change output device

  1. Go to Settings Sound Audio Output and select Output Device and select an audio output device to use.
  2. You can also adjust what audio you hear through headphones by selecting Output to Headphones.

Change output device

  1. Go to Settings > Devices > Audio Devices > Output Devices.
  2. If you are using headphones, select Output to Headphones to select what sound comes through headphones.
  • The setting Headset Connected to Controller is displayed only when a headset is connected to your DUALSHOCK 4 wireless controller.
  • Due to the PS4 console specifications, voice chat and game audio cannot output to both the headset and TV.
  • Make sure the wireless surround headset microphone is not muted. When muted, the wireless surround headset status light is purple. The position of the light/button differs depending on the product.
  • Visit the guide below to adjust the volume balance for your PlayStation wireless headset.
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Remote Play
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Remote Play

Using Remote Play on your device

Support video: Remote play using a PS5 console
Support video: Remote Play using a PS4 console

You’ll need the following to use PS Remote Play:

  • Android™ smartphone or tablet, iPhone, or iPad
    For details about system requirements, go to Google Play™ or the App Store.
  • PS5™ console or PS4™ console
    Always update your console to the latest version of the system software.
  • An account for PlayStation™Network
    Use the same account that you use for your console. If you don’t have an account, you’ll need to create one first.
  • High-speed internet connection
    As a standard, we recommend a high-speed connection with upload and download speeds of at least 5 Mbps. For best performance, we recommend a high-speed connection with upload and download speeds of at least 15 Mbps.
  • You can connect a DualSense™ wireless controller or DUALSHOCK®4 wireless controller to supported mobile devices for use with PS Remote Play. Please visit the guides below for more information.
  • To use voice chat, you'll need a microphone, such as the built-in microphone on your mobile device.

You'll take the following steps each time you connect to your PS5 console or PS4 console from your mobile device.

  1. Turn on your console or put it into rest mode. 
  2. Launch PS Remote Play on your mobile device, and then select Sign In to PSN. Sign in with the same account that you use for your console. 
  3. Select PS5 or PS4. The app searches for the console that you’ve signed in to using your account, and then connects to the console automatically. After it connects, the screen of your console displays on your mobile device and you can start using PS Remote Play. If multiple consoles are found, select the console that you'd like to use. 

From the second time onwards, you'll be able to select the console that you connected to previously.

Using the PS Remote Play app, you can control your PlayStation®5 console or PlayStation®4 console from a PC or Mac connected to a high-speed network. Check your PC or Mac meets the requirements and then follow the steps below to set up Remote Play.

You'll need a Windows or Mac computer, and a PS5™ console or PS4™ console to control. Here are the requirement details:

Windows

  • OS: Windows 10 (32-bit or 64-bit) or Windows 11
  • Processor: 7th Generation Intel® Core™ processors or later 
  • Storage space: 100 MB or more 
  • RAM: 2 GB or more 
  • Display resolution: 1024 × 768 or higher 
  • Sound card: Required 
  • USB port: Required

Mac

  • OS: macOS Big Sur, macOS Monterey
    macOS Ventura
  • Storage space: 40 MB or more 
  • RAM: 2 GB or more 
  • USB port: Required

PS5™ console or PS4™ console

  • The latest system software
    Always update your console to the latest version of the system software.
  • An account for PlayStation™Network
    Use the same account that you use for your console. If you don’t have an account, you’ll need to create one first.
  • A high-speed internet connection
    As a standard, we recommend a high-speed connection with upload and download speeds of at least 5 Mbps. For best performance, we recommend a high-speed connection with upload and download speeds of at least 15 Mbps.
  • A DualSense™ wireless controller for your PS5 console or DUALSHOCK®4 wireless controller for your PS4 console. You can connect via USB or pair your controller to a supported device using Bluetooth. Please visit the guides below for more information.
  • USB cable
    Please note, when using a wired connection, your controller's built-in speaker and mic are not supported. 
  • A mic
    To use voice chat, you’ll need a microphone, such as the built-in microphone on your Windows PC or Mac.

You'll only need to do this the first time you use Remote Play: 

  1. From the home screen, select Settings System Remote Play, and then turn on Enable Remote Play
  2. To start Remote Play while your PS5 console is in rest mode, select Settings System Power Saving Features Available in Rest Mode. Then select the checkboxes for Stay Connected to the Internet and Enable Turning on PS5 from Network.

You’ll only need to do this the first time you use Remote Play: 

  1. From the function screen, go to Settings Remote Play Connection Settings, and then turn on Enable Remote Play
  2. From the function screen, go to Settings Account Management > Activate as Your Primary PS4, and then select Activate. You can enable this setting on only one PS4 console for each account. 
  3. To start Remote Play while your PS4 console is in rest mode, select Settings Power Save Settings Set Features Available in Rest Mode. Then turn on Stay Connected to the Internet and Enable Turning on PS4 from Network.

You'll take the following steps each time you connect to your PS5 console or PS4 console from your PC or Mac.

  1. Turn on your console or put it into rest mode. 
  2. Connect your controller to your PC or Mac. 
  3. Launch PS Remote Play app on your PC or Mac, and then select Sign In to PSN.
    Sign in with the same account that you use for your console. 
  4. When you select Settings, you can configure video quality settings for Remote Play such as resolution and frame rate. 
  5. Select PS5 or PS4.
    The app searches for the PS5 console or PS4 console that you’ve signed in to using your account, and then connects to the console automatically. After the app connects, the screen of your console displays on your PC or Mac and you can start using Remote Play. If multiple consoles are found, select the console that you'd like to use. 

From the second time onwards, you'll be able to select the console that you connected to previously. 

If your console cannot connect to your computer automatically, you will be asked to manually register the console on your PC or Mac.

Learn how to connect your PlayStation®Vita to a PlayStation®4 console for PS Remote Play and Second Screen play.

Remote Play troubleshooting

Make sure:

  • Your console is on or in rest mode.
  • Remote Play is enabled.
  • The system software is up to date.

The minimum required connection speed for Remote Play is 5Mbps for both upload and download. Follow the steps below to check that your connection meets these requirements.

Remote Play cannot be used when:

  • Broadcasting (or streaming) from your PlayStation®5 console or PlayStation®4 console.
  • Launching a game that does not support Remote Play.
  • Launching Media App and Disc Player.

Uninstall the PS Remote Play application using the directions below, then reinstall the application.

Windows

  • From the Control Panel, click Programs and Features, and then uninstall PS Remote Play.

Mac

  • Drag PS Remote Play from the Applications folder to the Trash. Then choose Finder > Empty Trash.

Android/iOS

  • Tap and hold the Remote Play app then select uninstall.
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Share & broadcast
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Share & broadcast

Taking screenshots & video clips

  1. Press the create button on your controller to open the create menu.
  2. Select one of the following options to capture or share your gameplay.

A ) Recently created
Select the thumbnail to open the Recently created card. You can view up to 15 of your most recent screenshots and video clips.

B ) Capture methods
Save Recent Gameplay, Take Screenshot, Start New Recording.

C ) Broadcast
Jump right into a broadcast from the create menu.

D ) Share Screen
Stream your gameplay to members of your party. 

E) Capture Options
Change the format and resolution of your screenshots or video clips. You can include your mic's audio as well as your voice chat audio. If you have a compatible display, you can also enable 4K recording.

You can save a screenshot of your gameplay in one of the following ways. 

  • Press and hold the SHARE button on your controller.
  • Press the SHARE button, and then press the triangle button.
  • Press the SHARE button, and then select Save Screenshot.
  1. From the home screen, select Settings Captures and Broadcasts.
  2. Select Captures, and then select one of the settings.

Go to Settings > Sharing and Broadcasts and select one of the following settings.

  1.  Press the PS button to go to the control center, and then select the Recently created card.
  2.  Choose a video clip or screenshot, and then select Share.
  3.  Select a share destination or recipient.
    You can write a message to the recipient or add additional captures by selecting Screenshots and Video Clips.
  4.  Select Send.
    A notification lets you know when your capture is shared.
  1. Select Capture Gallery from the content area and select a screenshot.
  2. Press and hold the SHARE button and select an upload destination.
  3. Select Activities to upload the screenshot to PlayStation™Network and share it as an activity.
  4. Add comments, choose other options, and then select Share.
  1. Go to your games home and select Media Gallery to view all your captures. 
  2. Open a capture and select Edit.
  1. Select Capture Gallery from the content area and select a screenshot or video clip.
  2. Press the OPTIONS button and select Edit in SHAREfactory.
  3. You can also select Trim to quickly shorten your video clip before sharing.

Troubleshoot broadcast and sharing

Twitch stream is stuck "preparing" when broadcasting from PS4™consoles

Twitch now requires 2FA (Two Factor Authorisation). You will need to activate 2FA on your Twitch account to Broadcast from your PS4 console. For full instructions, please visit the Twitch Two-Factor Authentication (2FA) guide. Once 2FA is activated and set up, you can log in to Twitch from your PS4 console and start streaming.

To get the best experience from Share Play, both the host and the visitor must each have a high-speed Internet connection. Refer to this information if you experience Share Play connection or stability issues.

  • Generally, a minimum upstream and downstream connection speed of 2 Mbps is recommended.
  • You can view an estimate of your connection speed in Settings > Network > Test Internet Connection.
  • A wired Internet connection is recommended for the PS4 console.
  • If you're using a Wi-Fi (wireless) connection, place the PS4 console closer to the access point or router and make sure there are no obstructions between them.
  • Do not use Share Play while other devices on your network are using a large amount of bandwidth.