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If a PS5 game shows a padlock, a purchased title or add-on is missing, or a download will not start, refresh its entitlement first. On the console, open Settings > Users and Accounts > Other > Restore Licenses, select the licenses, and then retry the download. You can also highlight the game in the home screen or Game Library, press the Options button, and choose Restore License. License restoration is only one part of the fix: the purchasing account, subscription status, Console Sharing setting, PlayStation service status, storage, network, software version and disc region can each determine whether the content becomes available.
What restoring a license does on PS5
A license is the account entitlement that tells your PS5 you may use a digital game, expansion or other add-on. Restoring licenses makes the console check those entitlements again against your PlayStation account. PlayStation identifies it as a useful step when a game has a padlock icon, a purchased game or add-on cannot be found, or a game crashes.
Restoration does not repair every download problem. A padlock can mean that the console is signed in to the wrong account, a PlayStation Plus entitlement has expired, another user has not enabled Console Sharing and Offline Play, or the purchase cannot be confirmed. A failed transfer can instead be caused by an outage, an incomplete download, insufficient storage, a network fault, outdated system software or incompatible disc-linked content. Treat restoration as an entitlement refresh, then troubleshoot the layer that is actually failing.
“Please note, restoring licenses won’t affect your data.” — PlayStation Support
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Check ownership before restoring
These checks prevent you from repeatedly restoring a license that the account does not own.
Direct purchase from PlayStation Store
Sign in to the account that bought the game or add-on. Open that account’s Transaction History and confirm that the purchase completed successfully. A charge that is pending, reversed or absent from the history does not provide a usable entitlement, even if the item appeared in the store or a download was briefly queued.
PlayStation Plus access
If you obtained the title through PlayStation Plus rather than buying it outright, verify that the subscription is active and that the game is still included in the service. A license refresh cannot restore access to a title that has left the catalog or to a subscription that has ended.
Another user’s purchase
When a different account on the same PS5 owns the game, that owner must enable Console Sharing and Offline Play on this console. Without that setting, other profiles may see a lock or be unable to download the owner’s games and add-ons. Sign in as the purchasing account, enable the setting under Settings > Users and Accounts > Other > Console Sharing and Offline Play, and then return to the profile that needs to play.
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Disc-based ownership
A disc license is tied to the physical disc as well as the account and console. Keep the game disc inserted when launching or installing a disc version. For add-ons, the disc’s country or region must match the region of the account that purchased the add-on; a mismatch can make otherwise valid DLC incompatible.
Restore licenses from PS5 Settings
- Sign in to the account that purchased the game, or to the account providing the PlayStation Plus entitlement.
- From the PS5 home screen, open Settings.
- Select Users and Accounts.
- Choose Other.
- Select Restore Licenses.
- Select the game, add-on or other licenses you want to refresh, then confirm. If several items are affected, select each relevant license.
- Return to the game’s tile or Game Library and start the download again. If the item was already installed but locked, launch it to test the refreshed entitlement.
The console performs the check using the account currently signed in. Restoring from a profile that did not buy the content will not transfer ownership to that profile.
Use the per-game shortcut
For a single title, highlight it on the home screen or in Game Library, press the controller’s Options button, and choose Restore License. This opens the same license-refresh function without navigating through Settings. Use the full Settings route when several games or add-ons are affected and you want to select multiple licenses.
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Check the download queue before deleting anything. Open Downloads/Uploads and inspect the affected item.
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Pause and resume
Pause the download, wait briefly for the queue to update, and resume it. This can restart a stalled transfer without removing the partial data. If the item proceeds, let it finish before launching the game or its add-on.
Cancel the failed item and download it again
- In Downloads/Uploads, select the failed or permanently waiting item.
- Choose Cancel and Delete.
- Open Game Library, find the game, and start the download again. For DLC, open the game’s add-on listing and select the purchased item.
Canceling the download removes the incomplete transfer, not the purchase entitlement. You may need to repeat the license restoration if the item still appears locked after the fresh download is queued.
Check service status, software and capacity
Before assuming the console is at fault, check the PlayStation status page for an outage. A store or account-service interruption can prevent the license from being confirmed even when your home network works. Install the latest PS5 system software, then retry the download. Also verify that the console has enough free storage for the game, its update and the add-on; a queue can remain waiting when the required space is unavailable.
If possible, use a wired network connection for the retry. A wired connection removes wireless interference as a variable, although it cannot correct an account, service or region problem.
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Make missing DLC appear
DLC can be purchased successfully while remaining hidden from the game’s installation screen. Use the game’s own add-on list to distinguish an entitlement problem from a transfer problem.
- Open Game Library.
- Select Your collection.
- Choose the main game.
- Open its Add-Ons section and locate the purchased item.
- If the add-on is listed but not installed, start its download. If it is listed as locked or unavailable, sign in to the purchasing account, check Transaction History, and restore licenses.
- Restart the PS5 and inspect the Add-Ons section again. Confirm free storage and network availability before retrying.
If the add-on still will not install, delete and reinstall the game and the add-on. Reinstallation is appropriate when the entitlement is valid but the local installation is corrupted; it does not change the account’s purchase record. Disc owners must also verify that the disc and account regions match, because an add-on bought for one regional release may not work with a disc from another region.
Choose the next step by the failure layer
| What you see | Most likely layer to check | Best next action |
|---|---|---|
| Padlock beside a purchased digital game | Account entitlement or Console Sharing | Confirm the purchasing account and transaction, check Console Sharing if another user owns it, then restore licenses. |
| Purchase is in Transaction History but the item is absent from the library | License synchronization or store service | Check PlayStation status, restore the license, sign out and back in if necessary, and look again in Game Library. |
| Download says waiting, pauses repeatedly or fails partway | Network, storage, service or corrupted queue | Check free space and status, pause/resume, then use Cancel and Delete and start a new download. |
| DLC is visible but will not install | Installation state, storage or disc region | Restart, verify storage and region compatibility, then reinstall the game and add-on if the download remains damaged. |
| Another profile cannot play the owner’s game | Console Sharing and Offline Play | Enable the setting on the PS5 from the purchasing account, then retry from the other profile. |
| Game starts and immediately crashes after a valid purchase | License cache or local installation | Restore licenses first; if the crash continues, update the system and reinstall the game. |
Fix CE-109258-5: license could not be confirmed
PlayStation describes CE-109258-5 as a server-connection failure in which the license cannot be confirmed. Work through the connection and entitlement checks in this order:
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- Check the PlayStation service status page for an outage.
- Restart the PS5.
- Turn off the router and modem and leave them off for at least five minutes.
- Restart the network equipment, wait for the connection to return, and then start the PS5.
- Restore licenses from Settings > Users and Accounts > Other > Restore Licenses.
- Try the game or download again later if the service was interrupted.
If the code appears only during an outage, repeated reinstalls will not help until the account service is reachable again.
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Fix CE-112987-8
For CE-112987-8, install the latest PS5 system software, delete the failed download and retry it, sign out of the account and sign back in, restart the console, and restore licenses. These actions address both an incomplete transfer and a stale account session.
If the code occurs while paying for the item rather than while installing it, review the registered payment method and billing details. Resolve the purchase first and confirm a successful transaction; a download cannot be authorized for a transaction that did not complete.
Use Safe Mode only after the basic checks
Safe Mode’s database rebuild is a later escalation for a title that still will not start or download after ownership, service, network, storage, software and license checks. Start the PS5 in Safe Mode, choose Clear Cache and Rebuild Database, and then select Rebuild Database. This reorganizes the console’s content index and can correct a damaged local database; it is not a substitute for a missing purchase or an inactive subscription.
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After the rebuild completes, restore the license once more if the title remains locked, then retry the download. If the item still fails, delete and redownload the game. For DLC, reinstall the main game and the add-on together so that the add-on is paired with a clean installation.
When restoration is not the right fix
- No successful purchase: Resolve the payment or account issue in Transaction History before troubleshooting the download.
- Expired or unavailable PlayStation Plus title: Restore the subscription or use a title that remains in the service; a license refresh cannot extend catalog availability.
- Different disc and account regions: Obtain an add-on that matches the disc’s regional release or use the matching account region.
- Service outage: Wait for the PlayStation service to recover instead of repeatedly deleting local data.
- Insufficient storage: Free the required space before restarting the queue.
- Persistent corruption: Rebuild the database and then reinstall the game and add-on.
The practical sequence is to establish who owns the content, refresh that account’s license, restart the download cleanly, and escalate only when the failure remains after the relevant account, service, network, storage, software and installation checks. That order separates an entitlement problem from a download problem and avoids unnecessary loss of local game data.
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