How to troubleshoot game downloads from PlayStation Store
Find out how to troubleshoot download issues with content purchased from PlayStation™Store on PlayStation®5 consoles and PlayStation®4 consoles.
If you see a padlock icon next to a game, it could mean there's a problem with the game’s license.
To verify that you have the license for the content, please follow the steps below.
- Make sure you are signed in to the correct account that was used to buy the game. Check your transaction history to make sure the purchase was successful.
- If the game is included as part of your PlayStation®Plus subscription, make sure the subscription is active.
If you're looking for a PlayStation Plus game, check that it's still available by visiting the PlayStation Plus guide.
- If the game is owned by someone else who shares the console, make sure they have enabled Console Sharing and Offline Play.
If you’ve verified the content license, follow the steps below.
- Check the PSN status page. If you see any alerts, wait until the service is up and running and then try again.
- Check that your console has the latest system software installed. Go to Settings > System > System Software > System Software Update and Settings.
- Activate Console Sharing and Offline Play on your PS5 console.
- Restore license for your account.
- Turn on your console in Safe Mode and select Clear Cache and Rebuild Database to create a new database of all content.
PS4 console: can’t download locked game
Check license ownership
- Make sure you are signed in to the correct account that was used to buy the game. If you recently purchased the game or redeemed content by vouchers, check your transaction history.
- If the game is part of a PlayStation®Plus benefit, make sure the subscription is active.
If the game was provided in the PlayStation Plus game catalogue, check if it's still there.
- If the game was being shared by another user on your PS4™ console, check if the user activated the console as your primary PS4 console.
Check for license issues
- Check the PSN status page. If you see any alerts, wait until the service is up and running and then try again.
- Check that your console has the latest system software installed. Go to Settings > System Software Update.
- Download the game through your account and activate the console as your primary PS4 console.
- Restore license for your account.
- Turn on your console in Safe Mode and select option Rebuild Database to create a new database of all content.
Game download won’t start on your PS5 console?
- Go to Downloads/Uploads in the control centre and select the download. Select Pause and Resume to restart.
- If you’re still having issues, select Cancel and Delete to delete the game from the download list. Find the game in your Game Library and try again.
- Check the PSN status page. If you see any alerts, wait until the service is up and running and then try again.
- Check that your console has the latest system software installed. Go to Settings > System > System Software > System Software Update and Settings.
- Check 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 appears on the right of the screen. To see the available storage on your PS5 console, go to Settings > Storage.
- Turn on your console in Safe Mode and select Clear Cache and Rebuild Database to create a new database of all content.
PS4 console: game download won’t start
- Go to the function screen and select Notification, then select Downloads. Select the download and select Pause and Resume to restart.
- Select Cancel and Delete to delete the game from the download list. Find the game in your Library and try again.
- Check the PSN status page. If you see any alerts, wait until the service is up and running and then try again.
- Check that your console has the latest system software installed. Go to Settings > System Software Update.
- Check 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 appears on the right of the screen. To see the available storage on your PS4 console, go to Settings > Storage.
- Turn on your console in Safe Mode and select Rebuild Database to create a new database of all content.
- Test your internet connection by going to Settings > Network > Connection Status and selecting Test Internet Connection. If you are having internet issues, check the guide below for troubleshooting steps.
- Turn on your console in Safe Mode and select Clear Cache and Rebuild Database to create a new database of all content.
PS4 console: game download is stuck
- Check the PSN status page. If you see any alerts, wait until the service is up and running and then try again.
- Test your internet connection by going to Settings > Network and selecting Test Internet Connection. If you are having internet issues, check the guide below for troubleshooting steps.
- Turn on your console in Safe Mode and select Rebuild Database to create a new database of all content.
- Games hidden in the game library will be hidden in the libraries of all consoles. Please check to see if any games are hidden.
- Turn on Console Sharing and Offline Play on your PS5 console, or activate your PS4 console as your primary PS4 console.
- Restore licenses for your account.
Still having issues?
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