If a PlayStation Store game or add-on is missing, first confirm the purchase or claim in Transaction History on the account that made it. Then check the library and hidden games, verify any PlayStation Plus eligibility, restore licenses, and retry the download. These steps help distinguish an unrecorded transaction from a library, subscription, license, or download problem.
1. Confirm the transaction and the account
Sign in to the PlayStation account that was supposed to buy or claim the content, then check Transaction History. Sony says the online history defaults to the past two years. If you use another account, a family member’s account, or a different date range, the transaction may not appear where you expect.
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- Web: Account Management > Transaction History.
- PS5: Settings > Users and Accounts > Account > Payment and Subscriptions > Transaction History.
- PS4: Settings > Account Management > Account Information > Wallet > Transaction History.
- PlayStation App: Open the Store menu and select Transaction History.
A family manager can view family members’ transaction history from the console. For details, see PlayStation’s Transaction History instructions.
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The account has a transaction record, so continue with the library and entitlement checks below. A record alone does not guarantee that a subscription benefit is still eligible or that a download has completed.
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If the transaction is missing
Recheck the account and date range before troubleshooting the console. If the record remains absent, use PlayStation Support’s purchase or voucher help route as appropriate. Sony’s guidance does not establish a universal delay after which every successful transaction must appear, so there is no reliable waiting-time promise to apply here.
2. Find the game or add-on in your library
Purchased games are listed in the account’s game library. Check whether the title is hidden, and make sure you are viewing the library for the account that owns it.
- PS5: Games home > Game Library > Your Collection.
- PS4: Library > Purchased.
- Web or PlayStation App: Open the Purchased library.
Use Sony’s instructions for finding and downloading games if you need help navigating the library.
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- Find your voice, share your passion - Chat online through the built-in microphone. Connect a headset directly via the 3.5mm jack. Record and broadcast your epic gaming moments with the create button
- A gaming icon in your hands - Enjoy a comfortable, evolved design with an iconic layout and enhanced sticks. Hear higher-fidelity** sound effects through the built-in speaker in supported games
- Multi-device connectivity - Connect using a USB Type-C cable or Bluetooth technology and easily play on more devices including Windows PC and Mac computers.
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If the game is listed but not installed
Select the game and choose Download. For an add-on, open the base game’s library page and look for its Add-Ons section. On PS4, Sony’s path is Library > Purchased > game > PlayStation Store > Your Add-Ons.
If it is not listed
Check hidden games and confirm you are signed in to the purchasing account. If the game belongs to another account, access on a shared console depends on that account’s sharing setup; see the next section.
3. Check whether it was a purchase, a Plus benefit, or someone else’s game
Not every game claim creates a permanent purchase entitlement. Determine how the title was obtained before trying to restore access.
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- DualSense Controller PS5 and PC compatible. Not compatible with PS4.
- PS Remote Play requires Remote Play App connected to Wi-Fi, PS4 or PS5 console with the latest system software and compatible game. A PS4 or PS5 console with a wired connection via a LAN cable is recommended. Version 4.0 of the Remote Play App on iOS and iPadOS or version 4.1 on macOS is required for games to be playable with the controller over Bluetooth.
PlayStation Plus monthly game or other subscription benefit
Check that the PlayStation Plus subscription is active. If the title came from the Game Catalog, also confirm that it remains in the current catalog and that the account has the required membership plan. Catalog availability can change; check the current PlayStation Plus game catalog rather than relying on an old promotion or list. Eligible catalog games can be accessed from the PlayStation Plus area on PS5 or PS4, and Plus games can also appear in the Game Library. For locked-game guidance, see PlayStation’s help for locked games.
Game owned by another account
If another account on the console owns the game, check that account’s sharing setting. On PS5, the owner can enable Console Sharing and Offline Play. On PS4, the owner can activate the console as their primary PS4. Without the relevant setup, another account may not be able to access the owner’s game.
4. Restore licenses for missing or locked content
A padlock icon or a game that cannot be accessed may indicate a license issue. Restoring licenses is Sony’s recommended remedy for some missing or locked content, and Sony says the process does not affect saved data. Use the path for your console:
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- PS5: Settings > Users and Accounts > Other > Restore Licenses.
- PS4: Settings > Account Management > Restore Licenses.
After restoration, return to the library and try opening or downloading the content again. See Sony’s license restoration instructions.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.5. If the content came from a voucher
A 12-digit PlayStation Store voucher is redeemed on a console or in the PlayStation App. Once redeemed, its credit or content is applied to the account used. If the content is missing:
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- Sign out, then sign back in to the account that redeemed the voucher.
- Check Transaction History or transaction details to verify the redemption.
- Confirm the voucher region matches the account region.
Codes are single-use. Some voucher content does not require a download and therefore may not have a Download button. See Sony’s voucher redemption help.
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- Chat online through the built-in microphone or connect a headset directly via the 3.5mm jack
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6. Troubleshoot a download that will not start
If the transaction and entitlement are confirmed but the download fails, check the PlayStation service status before changing console settings. For a stuck download, Sony recommends this order:
- Pause the download and resume it.
- If it still fails, cancel and delete the queued download.
- Start the download again from the game library.
Also check that the console has enough available storage and is running current system software. Sony lists rebuilding the database in Safe Mode as a later troubleshooting step for persistent download problems; it is not the first step for a purchase that is simply absent from the account. See Sony’s download troubleshooting guidance.
7. Contact PlayStation Support if the problem persists
If the checks above do not resolve the issue, contact PlayStation Support and provide information that can help identify the transaction or reproduce the failure:
- The transaction details and the account used, without sharing your password.
- Any error code or message.
- The exact steps that trigger the problem.
- A screenshot or video showing the issue.
- For a failed download, the date and time of an attempt.
Do not post passwords, payment-card numbers, or voucher codes in public forums. Sony’s download troubleshooting page specifies the timestamp and issue evidence to include when escalating a download failure.
Quick Recap
Quick menu reference
| Check | PS5 | PS4 |
|---|---|---|
| Find purchased game | Games home > Game Library > Your Collection | Library > Purchased |
| Restore licenses | Settings > Users and Accounts > Other > Restore Licenses | Settings > Account Management > Restore Licenses |
| Allow access to another account’s game | Owner enables Console Sharing and Offline Play | Owner activates the console as their primary PS4 |
| Transaction History | Settings > Users and Accounts > Account > Payment and Subscriptions > Transaction History | Settings > Account Management > Account Information > Wallet > Transaction History |
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