If a purchased PS5 game shows a lock, sign in to the account that owns it and restore its license: open Settings > Users and Accounts > Other > Restore Licenses, select the relevant license, and follow the prompts. You can also highlight the game, press Options, and choose Restore License. Restoring licenses does not delete saved data.
Restore a game license on PS5
- Sign in to the PlayStation account that purchased the game or holds its entitlement.
- Open Settings > Users and Accounts > Other > Restore Licenses.
- Select the relevant game or licenses and follow the on-screen prompts.
- Alternatively, highlight the game on the home screen or in Game Library, press Options, and select Restore License.
- Try starting the game again.
PlayStation says restoring licenses will not affect your data. See its guide to restoring licenses on PlayStation consoles.
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If the game is still locked
A lock icon does not by itself establish that a purchase is missing. Check the cause in this order:
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Confirm the account and entitlement
Make sure the signed-in account is the one that bought the game, then review that account’s transaction history for a successful purchase. If the game was accessed through PlayStation Plus, confirm the subscription is active and the game remains available through the relevant PlayStation Plus offering. PlayStation’s game-download troubleshooting guide covers these checks.
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- Model Number CFI-2000
- Includes DualSense Wireless Controller, 1TB SSD, 2 Horizontal Stand Feet, HDMI Cable, AC power cord, USB cable, printed materials, ASTRO’s PLAYROOM (Pre-installed game)
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Check whether another account owns it
If a different account on the console purchased and downloaded the game, that account must enable Console Sharing and Offline Play on this PS5 for other users to access shared purchases.
- Sign in to the owning account.
- Go to Settings > Users and Accounts > Other > Console Sharing and Offline Play.
- Choose Enable.
PlayStation says the feature is available on one PS5 at a time and is automatically allowed on the first PS5 used to sign in. To move it to a replacement console, disable it on the previous console first. If you cannot access the old console, PlayStation permits remote deactivation of all devices once every six months. With sharing enabled, other users of that PS5 can play the enabling account’s purchased and downloaded games and media offline and access some PlayStation Plus benefits. Details are in PlayStation’s Console Sharing and Offline Play guide.
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- CPU: x86-64-AMD Ryzen Zen 8 Cores / 16 Threads at 3.5GHz.GPU: AMD Radeon RDNA 2-based graphics engine.
- 16GB GDDR6/256-bit Memory; 825GB SSD Storage Capacity
- Ethernet (10BASE-T, 100BASE-TX, 1000BASE-T), IEEE 802.11 a/b/g/n/ac/ax, Bluetooth 5.1
- HDR technology, 8K output, 4K TV gaming, Up to 120 fps with 120Hz output, Tempest 3D AudioTech
- What's Included: Sony PlayStation 5 Disc Version; Wireless controller; USB cable, HDMI cable, AC power cord. Nogtox PVT HDMI_cable
Check PSN status and system software
Look for a PlayStation service alert and install any available PS5 system software update. If a service issue is active, wait until service returns and try again.
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If the account and service checks look correct, restore the license using the steps above. For persistent locked-game or download trouble, PlayStation recommends using Safe Mode to clear the cache and rebuild the database. Follow the official troubleshooting guide for the current Safe Mode instructions.
Rank #3
- 🚀 CPU: 3.5GHz, 8-core AMD Zen 2
- 🚀 Storage: Custom 825GB SSD
- 🚀 RAM: 16GB GDDR6
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Contact PlayStation Support
If the game remains inaccessible, provide Support with the error code or message, a clear description of the issue, steps that reproduce it, and the time you attempted to access the game.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Fix license error CE-109258-5
PlayStation describes CE-109258-5 as a server connection failure that prevents confirmation of the content license. The problem may be temporary. Its CE-109258-5 guidance recommends these steps:
Quick Recap
- Check PlayStation service status.
- Restart the PS5.
- Turn off the router and modem for at least five minutes, then restart them.
- Try restoring the license again.
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