If a PlayStation Store purchase is stuck, missing, or locked, first identify whether the problem is the download queue, the purchasing account or license, Sony’s service, the network, or available storage. Work through those checks in that order before buying the game again or taking disruptive steps. These instructions cover PS5 and PS4; menu labels can vary by system software and region.
Retry the download from the console queue
A stalled queue item is different from a game that is not owned by the signed-in account. Retry the queue first; canceling a failed item clears that entry, but cannot fix an account entitlement or PlayStation service problem.
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On PS5
- Open Downloads/Uploads from the Control Center.
- Select the stalled download and choose Pause, then Resume.
- If it still will not progress, choose Cancel and Delete.
- Open Game Library, find the purchase, and start the download again.
On PS4
- Open Notifications > Downloads.
- Pause and resume the download.
- If it remains stuck, cancel and delete the queue item, then retry the title from your Library.
Sony’s download troubleshooting guide describes these retry steps.
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If the purchase is missing or shows a lock, check the account
Before reinstalling or repurchasing a title, confirm that the transaction completed and that the console is using the account that bought it. A successful transaction and a progressing download are separate questions: a queue retry does not establish ownership.
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- Redeem for anything on PlayStationStore: games, add-ons, PlayStationPlus and more.
- Everything you want to play. Choose from the largest library of PlayStation content.
- Use gift card funds to contribute towards PlayStationPlus memberships.
- Check transaction history on the purchasing account.
- Confirm that the console is signed in to that account.
- Check Library filters and hidden-game settings if the title is not listed.
- If access comes through PlayStation Plus, verify that the subscription is active and that the title is still available through the applicable offering.
- If another account owns the game, check PS5 Console Sharing and Offline Play or PS4 primary-console activation, as appropriate.
Sony’s download and game troubleshooting guide covers Library and account checks, while its game-start guidance addresses access and launch problems.
Restore licenses for a valid purchase that remains locked
If transaction history confirms the purchase but the game or add-on is missing or locked, restore licenses. Sony says this process will not affect your data. It can help with a padlock (except a lock caused by an expired PlayStation Plus subscription), a missing game or add-on, or a game that crashes.
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PS5
Go to Settings > Users and Accounts > Other > Restore Licenses.
PS4
Go to Settings > Account Management > Restore Licenses.
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See Sony’s license-restoration instructions for details.
Check PlayStation service, your connection, and system software
These are separate possible causes. If PlayStation services have an alert, wait for service to recover before repeatedly retrying. If service status is normal, test the console’s internet connection in its network settings and use Sony’s connection guidance if the test fails. Install current system software, particularly if the displayed error directs you to update.
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- Everything you want to play. Choose from the largest library of PlayStation content.
- Use gift card funds to contribute towards PlayStationPlus memberships.
For PS5 error CE-112987-8, Sony’s specified sequence is to update system software, delete the affected download and try again, sign out and back in, restart the console, and restore licenses. If it continues, Sony advises trying again later. Follow the CE-112987-8 guidance for the code-specific steps.
Check free space before changing storage
Find the game’s minimum free-space requirement in its Store product details, then compare it with available capacity under Settings > Storage. For PS5 error CE-107872-5, Sony says installation may require approximately twice the free space required. This is Sony’s guidance for that error, not a universal measurement for every game or system.
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- Everything you want to play. Choose from the largest library of PlayStation content.
- Use gift card funds to contribute towards PlayStationPlus memberships.
If space is short, delete or move content, or consider extended storage where supported. Check compatibility for your console and intended use before choosing a drive; storage cannot resolve a license, account, network, or server-side issue. Sony’s CE-107872-5 guidance explains the storage error.
Use the exact error code to choose the next step
Write down the full error code and message rather than searching only for “download stuck.” Sony’s code guidance spans download, installation, license, network, and storage failures; steps differ by code. Start with the official PlayStation error-code directory and follow the page for the code shown on your console.
If the listed steps do not resolve it, contact PlayStation Support with the exact code and message, what you were doing when it appeared, the steps that reproduce it, and a screenshot or video if possible. Sony’s download guide also asks for the time of the download attempt.
Keep more disruptive measures for later. Sony advises reserving Safe Mode database rebuilding for further troubleshooting; reinstalling system software is more disruptive still. Back up data and follow Sony’s instructions if Support guidance reaches that step. Sony’s game-start troubleshooting page covers later console troubleshooting.
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