If a PlayStation Plus game is stuck downloading, won’t install, shows a padlock, or won’t start, first identify whether the problem is the download itself or your right to access the game. Check account, subscription, title availability, and PlayStation Network status before repeatedly retrying; then use the fix that matches the symptom.
Identify where the error happens
Record the exact error code and note whether it appears during download, installation, or launch. Sony’s error-code index separates download, license-confirmation, and subscription-verification problems; they are not interchangeable, so use the instructions for the code shown.
| What you see | What to check first | Relevant next step |
|---|---|---|
| “Game download stuck” or a download/install error | PSN status, system software, and the specific error code | Retry the download; update system software or use the code-specific steps, which may include rebuilding the database in Safe Mode. |
| Padlock icon or “game won’t start” | Owning or claiming account, active subscription, title availability, and sharing settings | Restore licenses after confirming entitlement. |
| “License information cannot be confirmed” | PSN service status and connection to license servers | Follow the error-specific steps, including a restart and license restoration where directed. |
| “Can’t confirm your subscription to PlayStation Plus” | Console internet connection, PSN sign-in, and subscription status | Reconnect and verify the subscription; if it is active and sign-in works, retry later. |
Fix a padlocked or inaccessible Plus game
Verify the account and entitlement
- Sign in to the account that purchased or claimed the game. Check transaction history if you are unsure whether that account obtained it.
- Confirm that the PlayStation Plus subscription is active and that the game is still available to you through the service. Access can depend on the title and subscription access.
- If the game belongs to another account, confirm its sharing setup: on PS5, the owner must have Console Sharing and Offline Play configured as needed; on PS4, check primary-console activation.
Sony’s game-start troubleshooting guide recommends checking ownership, subscription, availability, and sharing for locked games. Restoring a license will not grant access if the account lacks the entitlement or the title is no longer available through the subscription.
Restore licenses
Restoring licenses is a safe diagnostic step: Sony says it does not affect data. On PS5, go to Settings > Users and Accounts > Other > Restore Licenses. On PS4, go to Settings > Account Management > Restore Licenses. On PS5, you can also select the game on the home screen or in the game library, press the Options button, and choose the license-restoration option. See Sony’s license restoration instructions.
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Check for a PSN service or license-verification problem
Check the PlayStation Network service status before making repeated attempts. If there is an alert, wait for the service to recover and try again. For PS5 error CE-109258-5, Sony says the server connection may have failed before license information could be confirmed. Its CE-109258-5 guidance includes checking status, restarting the console, power-cycling the router and modem, and restoring licenses. After turning the router and modem off, wait at least five minutes before restarting them; retry later if the error persists.
Retry a failed download or installation
Use the instructions for your exact code first. Sony’s PlayStation Store download troubleshooting guide and code-specific support pages list actions such as updating console system software, restoring licenses, and deleting the failed download or content before downloading it again. Some errors call for rebuilding the database in Safe Mode; do that only when the relevant Sony instructions recommend it.
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If possible, try a wired connection when re-downloading, as Sony suggests for game-start and download troubleshooting. A wired connection can help diagnose a connection problem, but it cannot supply a missing license, renew an expired subscription, or fix a server-side verification failure.
Handle a subscription-verification error
If the message says PlayStation Plus could not be confirmed, make sure the console is online and signed in to PSN, then check the subscription page for the account in use. Sony’s CE-106487-6 guidance covers download/install troubleshooting, while its CE-107255-0 guidance addresses subscription verification. If sign-in works and the subscription remains active, Sony advises that the problem may be temporary; try again later.
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Contact PlayStation Support with useful details
If the code-specific steps do not resolve the issue, contact PlayStation Support. Include the exact error code, what you were doing when it appeared, and a short sequence of steps that reproduces it. Attach a screenshot or video if available; Sony’s troubleshooting guidance asks for these details to help diagnose the problem.
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