First check whether PlayStation Store completed the purchase. If the transaction appears in the purchase account’s transaction history, troubleshoot the download queue; if it does not, resolve the payment or account issue before repeatedly retrying the download. A game that is missing or shows a padlock may instead be an account, subscription, sharing, or license problem.
Identify which problem you have
A purchase and a download are separate stages. A payment can fail before the game is added to the account, or a completed purchase can be waiting in the PS5 download queue. There is also a third possibility: the game is owned or available through a subscription or another account, but the console cannot confirm the license.
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Start with the transaction history for the account that was used to buy the game. Then, if the purchase is recorded, open Downloads/Uploads in the PS5 Control Center and look at the item’s status. Those two checks determine which steps are relevant:
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- No completed transaction: investigate the account and payment method.
- Purchase recorded, download has not begun: follow the “won’t start” steps below.
- Download began but stopped progressing: check service availability and the console’s connection.
- Game is missing or locked: check ownership, subscription access, sharing, or licenses.
Do not assume a stalled download means the payment failed—or that a successful payment means the game has finished downloading. Treat each stage separately. A transaction-history check answers whether the purchase was recorded; Downloads/Uploads answers what is happening to the content on this console. If both checks point to different symptoms, follow the branch for each rather than repeating the same step.
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If the purchase did not complete
If the transaction history does not show a completed purchase, first make sure you are checking the account that placed the order. A purchase made on a different PlayStation account will not necessarily appear as an owned game on the account currently signed in to the console.
Check the payment details
Review the payment method’s details, including its expiration date and billing address. If those details are correct and the purchase still cannot be completed, Sony advises trying another payment method. Available payment methods vary by region, so an option shown in one country may not be available in another.
A payment problem needs to be resolved before download troubleshooting can help. Repeatedly restarting a download cannot complete a transaction that never succeeded. Once the purchase appears in the correct account’s history, return to the console and troubleshoot its queue entry.
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If you are unsure whether an order completed, use the transaction history as the checkpoint rather than relying only on a Store screen or an icon on the console. If it is absent, keep the issue in the purchase/payment branch. If it is present, stop treating the problem as an uncompleted purchase and investigate the download or license symptom instead. The PlayStation Store purchase, payment, and refund processes are separate paths; the next action depends on whether the issue is a failed transaction or a completed purchase that is not downloading.
If the download will not start
Use this branch when the game is in Downloads/Uploads but has not begun downloading. Sony’s first suggested actions are to pause and resume the item, then cancel and delete it and try again if that does not work.
- In the PS5 Control Center, open Downloads/Uploads, select the game, and choose Pause. Select it again and choose Resume.
- If it still will not start, select the item and choose Cancel and Delete.
- Open Game Library, find the game, and start the download again.
- Check PlayStation service status. If Sony reports a service alert, wait for service to return before trying again.
- Check for the latest PS5 system software and install it if an update is available.
- Check free console storage under Settings > Storage. Compare the available space with the minimum free-space requirement shown on the game’s product details.
Cancel and Delete removes the queued download item so you can make a fresh attempt; it is not the same as proving that the transaction failed. Confirm the purchase in transaction history before treating a missing queue item as a payment problem.
Storage is worth checking even when the game is already visible in the queue. Use the product details for that specific game to find its minimum free-space requirement, then compare it with the available storage shown in Settings. If the console does not have enough free space, the listed space requirement gives you a concrete point to address; do not assume that a stalled queue entry means a particular accessory or expansion is needed.
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After retrying from Game Library, return to Downloads/Uploads and check the queue again. If the item now starts, monitor the download there. If it remains idle, confirm service status and software version before moving on; these checks address different possible obstacles and do not establish that the original payment failed.
If the download started but is stuck
Use this branch when the item began downloading but progress stopped. Check for a PlayStation service alert first. If one is reported, the sensible next step is to wait for service restoration and retry rather than repeatedly changing local settings.
Test the PS5 connection
If there is no relevant service alert, run the console’s built-in connection test:
- Go to Settings > Network > Connection Status.
- Select Test Internet Connection.
- After the test finishes, return to Downloads/Uploads and check whether the download progresses.
This test checks the PS5’s internet connection; it does not establish that every part of PlayStation Store or the game’s download service is working. That is why service status and the on-console test answer different questions. Check service status first for a broader PlayStation service alert, then use the console test to check the PS5’s connection itself.
Try Safe Mode cache and database troubleshooting
If the download remains stuck after the service-status check and connection test, Sony lists Safe Mode > Clear Cache and Rebuild Database as a further troubleshooting step. Follow the PS5 Safe Mode prompts to reach those options. Sony presents this as a step to try, not a guaranteed fix; if the queue is still stalled afterward, record the details and contact PlayStation Support.
Keep track of what changed after each check. For example, note whether the item was idle from the start or made progress and stopped, whether an alert was present, and whether the connection test was run. This gives you a clearer description of the symptom if you need support, and helps avoid conflating a queue problem with a purchase or license problem.
If the game is missing or shows a padlock
A missing game or padlock is often an access or license symptom rather than a download failure. Work through the relevant ownership path before deleting and reinstalling content.
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Confirm the account that owns the game
Check that the console is signed in to the PlayStation account that bought the game, then verify the transaction in that account’s history. If the transaction belongs to another account, the currently signed-in account may not have its own purchase entitlement.
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1Repair Windows errors before they cause bigger problems2Scan for outdated or missing drivers - takes under a minute3Clear out junk files and repair common Windows errorsIf you cannot find a purchase, account identity is the first distinction to settle: check the account that placed the order before concluding that the Store did not record it. If the transaction is found on that account, the issue is no longer simply “where is the purchase?” and you can continue with download or license troubleshooting as appropriate.
Check subscription access
If you accessed the game through PlayStation Plus rather than buying it outright, confirm that the subscription is active and that the game remains available through the subscription. A subscription title’s availability is not the same as permanent ownership of a purchased game.
That distinction matters when a title disappears or becomes locked: a Plus game depends on the applicable subscription being active and the game remaining available. A title bought outright should instead be checked against the purchasing account’s transaction history. Treat the two access types separately rather than trying to resolve a subscription availability issue by repeatedly restarting a download.
Check console sharing
If another account owns the game and you are relying on that account to share it, make sure the owner has enabled Console Sharing and Offline Play on this console. Sharing access depends on the owner account’s console setting; signing in to a different account by itself does not establish that the game is licensed for that account.
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Restore licenses
For a padlock or other license-related symptom, use the PS5 license restoration option: Settings > Users and Accounts > Other > Restore Licenses. Sony says, “restoring licenses won’t affect your data.” This is a license troubleshooting step; it does not substitute for checking that the account owns the game or still has access to a subscription title.
Use license restoration when the symptom points to access or entitlement, not as a replacement for checking the purchase, subscription, or sharing setup. Restoring licenses is separate from deleting the queued download and retrying it. If the game remains locked after the account and access checks, note that outcome for PlayStation Support.
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If you see error CE-112987-8
Sony’s guidance for error CE-112987-8 includes several steps. Work through them in order, checking after each whether the download or content issue is resolved:
- Update the PS5 system software.
- Delete the listed content and try again.
- Sign out of PlayStation Network and sign back in.
- Restart the console.
- Restore licenses using Settings > Users and Accounts > Other > Restore Licenses.
If the error appears during the purchase itself rather than while accessing or downloading content, check the payment method’s expiration date and billing address. Sony also suggests trying another payment method if the problem continues; the available methods depend on region.
Keep the error code with your notes and be precise about when it appeared: during checkout, while the item was downloading, or when trying to open the game. That context helps distinguish a payment issue from a content or access problem. If the error persists after the listed steps, include it when contacting support rather than describing the issue only as a generic Store failure.
When to contact PlayStation Support
Contact PlayStation Support if the relevant steps do not resolve the issue, or if the transaction, entitlement, or error remains unclear. Prepare details that let support distinguish a payment problem from a console or download problem:
- The exact error code or message displayed.
- The steps that reproduce the issue, including whether the purchase appears in transaction history and what the queue shows.
- The date and time of an attempt.
- A screenshot or video of the message or stalled status, if possible.
These details are especially useful when the problem changes between attempts or affects only one stage of the process. Follow the branch matching the observed symptom rather than describing every possible issue as “the download is stuck.” Include whether you checked PlayStation service status, tested the console connection, checked storage, or restored licenses when relevant. This records what you have already tried without implying that any one step is guaranteed to solve it.
How to avoid troubleshooting the wrong stage
Use the symptom—not the game’s absence from the home screen—to choose the next action. A missing icon alone does not tell you whether payment completed, whether a download is queued, or whether the account can use the game.
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- Transaction present, queue idle: pause and resume; if necessary, cancel and delete the queue item and retry from Game Library.
- Progress stopped: check PlayStation service status, test the PS5 internet connection, then consider the Safe Mode step.
- Padlock or missing entitlement: verify the buying account, subscription availability, or sharing setup; restore licenses when appropriate.
Menu labels can change with PS5 system software. If a label differs slightly on your console, look for the equivalent item within the named Settings area rather than assuming the troubleshooting option is unavailable. Payment options can also vary by region, so another method may not appear in every location.
The most efficient order is to confirm the transaction, identify the queue state, and then follow the matching branch. A payment failure, a download that never starts, a download that stalls after starting, and a padlocked game are different symptoms. Resolving that distinction first keeps you from using a download fix for an account problem—or treating a valid purchase as a failed payment.
Frequently Asked Questions
What should I do if a PS5 game download won’t start?
Open Downloads/Uploads in the PS5 Control Center, select the item, and choose Pause, then Resume. If it still will not start, choose Cancel and Delete, find the game in Game Library, and try again. Also check PlayStation service status, update system software, and compare free storage in Settings > Storage with the game’s minimum requirement on its product details.
What should I do if a PS5 download is stuck after it started?
Check PlayStation service status first. If there is no relevant alert, test the console connection at Settings > Network > Connection Status > Test Internet Connection. If it remains stuck, Sony lists Safe Mode > Clear Cache and Rebuild Database as a further troubleshooting step, not a guaranteed fix.
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Confirm that the console is signed in to the account that bought it, then check that account’s transaction history. If the game came through PlayStation Plus, confirm the subscription is active and the game remains available. If another account owns it, check that the owner enabled Console Sharing and Offline Play on this console.
How do I fix a padlock on a PS5 game?
Check the account that owns the game, subscription access if applicable, and Console Sharing and Offline Play if another account is sharing it. For a license-related symptom, restore licenses at Settings > Users and Accounts > Other > Restore Licenses. Sony says restoring licenses does not affect your data.
What information should I give PlayStation Support?
Provide the exact error code or message, the steps that reproduce the issue, whether the transaction appears in history and what Downloads/Uploads shows, and the date and time of an attempt. Include a screenshot or video if possible.
The Bottom Line
Check transaction history first, then identify whether the download has not started, stopped partway through, or is blocked by an account or license issue. Follow that symptom’s steps, and contact PlayStation Support with the error, reproduction details, attempt time, and a screenshot or video if the issue persists.
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