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A locked PS5 game usually means the console cannot verify the license for the account trying to launch it. Start with the account that purchased the game, confirm the transaction, and then have that account enable Console Sharing and Offline Play on the PS5 being used. If the game comes from PlayStation Plus, check the subscription and the title’s availability instead. Restore licenses only after those entitlement checks, then check PlayStation Network status, system software, and Safe Mode database tools.
This order separates an ownership problem from a sharing-setting problem, a PlayStation Plus eligibility problem, and a temporary service or local database fault. It also avoids unnecessary resets that can put your saved data at risk.
What the padlock means on a PS5 game
The padlock icon does not by itself prove that a purchase disappeared. It means the PS5 cannot currently confirm that the account launching the game has a usable license. The cause may be the wrong user account, a sharing setting that is disabled on this console, an expired PlayStation Plus entitlement, a network or PlayStation service problem, or a local license database that needs refreshing.
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A game can be installed and visible in the home screen or Game Library even when the signed-in user does not own it. Installation and ownership are separate: the files may remain on the drive while the license check fails. Therefore, begin with the account that paid for the game, not necessarily the account currently signed in.
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PlayStation’s current name for the sharing feature is Console Sharing and Offline Play. It is not a general “primary PS5” switch. When the owner enables it on a particular PS5, other users of that console can play the owner’s purchased and downloaded games, including while the console is offline. One account can have the feature enabled on only one PS5 at a time. PlayStation’s Console Sharing and Offline Play guide explains the account-level rule.
Match the lock to the entitlement that should unlock it
| What should provide access? | First thing to verify | Likely next action |
|---|---|---|
| The currently signed-in user bought the game | The purchase appears in that account’s transaction history | Sign in to that owner account, then restore the license if the transaction is present |
| Another user on this PS5 bought the game | The purchasing account is associated with this console and sharing is enabled here | Have the owner enable Console Sharing and Offline Play on this PS5 |
| The game was claimed through PlayStation Plus | The subscription is active and the title is still included in the service | Renew or restore the qualifying subscription, or purchase the game if the service entitlement ended |
| The game worked before but is now locked for several users | PlayStation Network service status and PS5 system software | Wait out a service incident or install the latest system software, then retry |
| The entitlement is correct but the lock remains | Whether the local license data is stale | Use Restore Licenses, followed if necessary by Safe Mode cache/database maintenance |
Use the row that describes how you obtained the game. Do not treat a PlayStation Plus catalog entitlement as if it were a permanent purchase, and do not enable sharing on a different PS5 from the one on which the second user is trying to play.
Step-by-step fix for a locked shared game
1. Sign in to the account that purchased the game
On the PS5, switch to the PlayStation Network account used to buy the title. Open that account’s transaction history and confirm that the game purchase completed. A pre-order, canceled transaction, failed payment, or purchase made on a different account will not create a playable license for the user you expected.
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When the transaction is present, leave the owner account available for the next checks. If another user needs to play, the owner—not the guest user—must change the sharing setting.
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2. Check whether PlayStation Plus is the source of access
Some games are available because an account has an active PlayStation Plus subscription rather than because that account bought a permanent license. Sign in to the account that claimed the game and verify that its subscription is active. Also verify that the specific title remains available through the service; games can leave a catalog or monthly-game entitlement can end.
A PlayStation Plus lock is therefore not necessarily a game-sharing failure. If the subscription expired, renew it and retry. If the title is no longer available under that entitlement, restoring licenses cannot turn it into a permanent purchase. PlayStation’s locked-game troubleshooting guidance lists subscription status and title availability among the first checks.
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3. Enable Console Sharing and Offline Play on the PS5 being used
Have the purchasing account perform this step on the physical PS5 where the other user sees the padlock:
- Sign in to the account that owns the game.
- Open Settings.
- Select Users and Accounts.
- Choose Other.
- Open Console Sharing and Offline Play.
- Select Enable.
Once enabled, other users of that PS5 can launch the owner’s purchased and downloaded games. The setting also allows those users to play that shared content while the console is offline. It does not transfer ownership to their accounts, and it does not make every game on the owner’s account available on every PS5.
If the menu says sharing is already enabled elsewhere, continue to the next section rather than repeatedly selecting the option. A single account cannot have Console Sharing and Offline Play active on two PS5 consoles at the same time.
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4. Move sharing from an old PS5 when necessary
When the owner has replaced a console, the previous PS5 may still hold the account’s sharing activation. On that old console, sign in as the owner and disable Console Sharing and Offline Play; then repeat the enable path on the new PS5.
If the old console is lost, sold, or inaccessible, PlayStation Account Management offers remote deactivation of all devices. This is a broad action, not a way to select one forgotten PS5, and PlayStation limits it to once every six months. Use it only when you accept that limit. After remote deactivation, sign in on the PS5 you intend to share and enable Console Sharing and Offline Play there. The limitation and transfer rules are documented in the official sharing instructions.
5. Restore the game’s licenses
Restoring licenses makes the PS5 recheck the entitlements associated with the signed-in account. PlayStation says this process does not affect your data, so it is an appropriate next step after confirming the purchase or subscription.
Use the system-wide route:
- Go to Settings.
- Select Users and Accounts.
- Choose Other.
- Select Restore Licenses.
- Choose the relevant license or licenses and wait for the process to finish.
You can also restore one title from the home screen or Game Library: highlight the game, press the Options button, and choose Restore License. Restart the game after the check completes. If multiple titles from the same owner are locked, the system-wide option is more practical; if one title is affected, the per-game command narrows the check. See PlayStation’s restore-license instructions for the supported menu paths.
6. Check PlayStation Network and PS5 software
A license request can fail even when the account and sharing configuration are correct. Check the current PlayStation Network service-status page before changing more settings. If PlayStation reports an outage or maintenance affecting account, gaming, or store services, wait until service is restored and try the game again.
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On the PS5, install the latest available system software. Software updates can include fixes for sign-in, entitlement, and content-launch problems. After updating, restart the console and test the game from the user who originally saw the padlock. The official downloaded-game troubleshooting flow places service and software checks before more disruptive recovery steps.
7. Use Safe Mode cache and database maintenance
If the account owns the game, sharing is enabled on the correct PS5, licenses have been restored, and service and software checks are clear, use the official Safe Mode troubleshooting option. Start the PS5 in Safe Mode, follow the on-screen instructions to connect the controller if requested, and select Clear Cache and Rebuild Database. PlayStation’s locked-game guidance also describes the database rebuild step.
Choose this maintenance option before considering a reset or reinstall. Cache clearing removes temporary system data, while rebuilding the database reorganizes the console’s content index. The operation can take time when the drive contains many games. Do not turn off the console while it is working. If the game remains locked after the maintenance finishes, return to the entitlement and account checks rather than repeatedly rebuilding the database.
8. Contact PlayStation Support with evidence
Escalate when the owner’s transaction is confirmed, the correct PS5 has sharing enabled, the subscription or purchase is valid, licenses have been restored, and no service or software issue explains the lock. Include the exact error code or message, the account that owns the content, the user that cannot launch it, and the PS5 model or system-software version if requested.
Also provide the date and time of a failed launch, the steps that reproduce the lock, and a screenshot or short video when available. These details help support distinguish a missing entitlement from a sign-in or console-data problem. Do not send passwords or payment-card numbers in screenshots.
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What to do for error CE-109245-1
For CE-109245-1, PlayStation describes the problem as: “The license information of the content can’t be confirmed.” Follow this code-specific order:
- Restart the PS5.
- Sign in to PlayStation Network with the account that owns the content.
- Enable Console Sharing and Offline Play on the PS5 being used.
If the code persists, continue with Restore Licenses, the service-status and system-software checks, and the Safe Mode cache/database option described above. The official code page is PlayStation’s CE-109245-1 support article.
Common situations and the correct branch
| Situation | Interpretation | Branch to take |
|---|---|---|
| The owner can play, but a second user sees a padlock | The purchase is valid; sharing is not active on this PS5 or is active on another one | Use the owner account to enable sharing here, or move the activation from the old PS5 |
| Both the owner and the second user see locks | The issue may be license data, PSN availability, or the owner’s account entitlement | Confirm the transaction or subscription, check service status, then restore licenses |
| The game was downloaded as a monthly or catalog PlayStation Plus title | Access depends on an active subscription and continued service availability | Verify both conditions before treating it as a sharing fault |
| The console was sold before sharing was disabled | The account may still be activated on the previous PS5 | Disable it there, or use remote all-device deactivation while observing the six-month limit |
| The lock appeared during a PSN incident | The console may be unable to complete a temporary license check | Wait for service recovery, then retry before changing local data |
Mistakes that prolong a locked-game problem
- Checking the wrong account: The user currently holding the controller may not be the purchaser. Verify the owner’s transaction history first.
- Calling every lock a sharing failure: PlayStation Plus eligibility and service outages use the same visible padlock but require different remedies.
- Enabling sharing on the wrong PS5: The switch applies to the console where it is enabled. Changing it on a spare or old console does not unlock the machine in front of you.
- Using remote deactivation casually: All-device deactivation is limited to once every six months, so reserve it for consoles you cannot access.
- Resetting before restoring licenses: A reset or reinstall is far more disruptive than an entitlement check, license restoration, or database maintenance.
- Assuming installed files equal ownership: Re-downloading the game does not create a license. Resolve the account or entitlement issue first.
How to prevent the lock from returning
Keep the purchasing account’s sign-in details available on the PS5 where sharing is intended, and record which console currently has Console Sharing and Offline Play enabled. Before selling or giving away a PS5, disable sharing on it so the owner can activate a replacement without consuming the remote-deactivation option.
For PlayStation Plus games, monitor the subscription status and remember that service catalogs change. If a title is essential, a direct purchase is a separate entitlement from a temporary Plus benefit. Install PS5 system-software updates promptly, especially after a launch or sign-in issue, and check PlayStation Network status before changing console settings during a widespread outage.
When the fix is complete
Test the game from the user who originally saw the padlock, then test the owner account once. If both launch successfully, leave Console Sharing and Offline Play enabled on that PS5 and avoid changing the activation on another console unless you intend to move access. If only the owner can play, the purchase is valid but sharing remains misconfigured; if neither account can play after all official steps, support needs to investigate the entitlement or account record.
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