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Troubleshooting a downloaded game on PS5™ and PS4™ consoles
Learn how to troubleshoot some common game and download issues for games on PlayStation.
Find PlayStation™Store purchases
- On PS5 go to Gameshome and select game library for a full list of purchased games.
- On PS4 select Library > Purchased for a full list of purchased games.
If you’re having trouble locating the content, check your transaction list to make sure that your purchase has been completed.
Clear space on PlayStation console storage
You may need to free up space for the game to ensure it can be installed and updated properly.
You can re-download content later, but we advise you to back up your game saves before deleting a game, so you don’t lose your progress.
Access PlayStation Store season pass content
Once you have purchased a season pass from PlayStation Store (or redeemed a season pass voucher), it is active. The content is linked to your account, but you will need to manually download the content (DLC, virtual currency, or in-game items) from PlayStation Store once it is released.
Padlock next to purchased content
You can tell what the problem is by how the padlock looks.
If the account that purchased the content has not enabled console sharing, you’ll see a small padlock in the bottom right corner of the game hub.
- Ask the purchaser to download the content through their account. If the game was purchased as part of PlayStation Plus monthly games, make sure the subscription is active.
- Ask the purchaser to make sure PS5 Console Sharing and Offline Play is activated. You can only have this setting enabled on one PS5 console.
- Ask the purchaser to restore licenses on their account by going to Settings > Users and Accounts > Other > Restore Licenses > Restore.
If the account that purchased the content has not activated the PS4 as their primary PS4, you’ll see a small padlock in the bottom right corner of the application.
- Ask the purchaser to download the content through their account. If the game was purchased as part of PlayStation Plus monthly games, make sure the subscription is active.
- Ask the purchaser to make sure the PS4 is activated as their primary PS4. You can only have one primary PS4.
- Ask the purchaser to go to Settings > PlayStation Network/Account Management > Restore Licenses > Restore.
Parental controls
If parental controls are enabled, no local user can download or start any content that is above the set age rating. You’ll see a padlock instead of the application image.
Ask your parent or guardian for help. They can find instructions for allowing access below.
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