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First check your account’s transaction history to confirm the game purchase completed. If it did, troubleshoot the download in the PS5 Downloads/Uploads queue; if it did not, resolve the payment or account issue before trying to download again. A game that is missing or shows a padlock may instead have an account, subscription, sharing, or license problem.
Identify which problem you have
A failed payment, a download that will not start, a download stalled partway through, and a game that is missing or locked are different problems. Trying the same download repeatedly will not resolve an incomplete transaction or a license issue. Start with the account that was used to buy the game, then follow the branch that matches what you see.
| What you see | Where to start |
|---|---|
| No completed purchase in transaction history | Check the account and payment method used for the purchase. |
| Purchase is confirmed, but the item will not begin downloading | In Downloads/Uploads, try Pause and Resume; if needed, cancel and delete the download, then retry from Game Library. |
| Download began but is stuck | Check PlayStation service status, then test the console’s internet connection. |
| Game is missing or has a padlock | Check the purchasing account, subscription eligibility, sharing settings, and licenses. |
The first distinction is whether the transaction completed. Check transaction history for the PlayStation account used to buy the game; queue activity alone cannot confirm that a payment succeeded. If the purchase is there, move on to the download queue or check licenses if the game is missing or locked. If it is not there, verify the account and payment before making another download attempt.
Once the purchase is confirmed, look at what the queue is doing. An item that never begins calls for the Pause/Resume and Cancel and Delete retry steps. An item that started and then stopped calls first for a service-status check and an internet test on the PS5 itself. A padlock or missing title is a separate access issue, even if you expected to see it in the queue.
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The menu names below are Sony’s documented PS5 paths. Labels can change with system software, and payment methods vary by region.
Confirm whether the purchase went through
Open the transaction history for the PlayStation account that made the purchase and look for the game transaction. Sony recommends checking this before treating the issue as a download failure. A download cannot be used to establish whether payment succeeded: the transaction and the download are separate stages.
- If the transaction is present: proceed to the download queue or, if the game is missing or locked, the account and license checks below.
- If it is absent: verify that you are checking the account used to buy the game. If there is still no completed purchase, address the payment or account issue rather than repeatedly requesting the download.
For a purchase that did not complete, review the payment method’s details, including its expiration date and billing address. If the problem continues, Sony suggests trying another payment method. Available methods differ by region, so a payment option offered in one country may not be available in another. For questions about the purchase or payment itself, use PlayStation Store’s purchase guidance or contact PlayStation Support.
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Keep the purchase check separate from download troubleshooting: a successful payment does not by itself explain why a queue item is stuck, and retrying a queue item does not resolve a payment that never completed. Establishing which stage failed helps you avoid repeating the wrong step.
If the download will not start
Open Downloads/Uploads from the PS5 Control Center and select the game. Sony’s first recommended action is to pause the item and resume it. This is the least disruptive queue-level retry.
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- In Downloads/Uploads, select the game and choose Pause, then choose Resume.
- If the item still will not start, select it and choose Cancel and Delete.
- Open Game Library, find the purchased game, and start the download again.
Cancel and Delete is a retry of the download item, followed by a fresh attempt from Game Library. Confirm the transaction before doing this; if the purchase is not confirmed, work on the account or payment issue instead.
Before another attempt, check whether PlayStation services are experiencing an issue, install the latest PS5 system software, and make sure the console has enough free storage. The game’s product details show its minimum free-space requirement. To see available console storage, go to Settings > Storage. If the available space is below the displayed requirement, free up space before retrying; do not assume that repeatedly restarting the queue will create the room the installation needs. Compare the console’s available storage with the specific game’s listed minimum rather than relying on a general estimate. Storage expansion is only relevant if the console reports insufficient capacity; compatibility should be checked separately before choosing any expansion hardware.
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First check PlayStation service status. If Sony reports an alert affecting the service, wait for restoration and then retry the download. A local change to the console is unlikely to resolve an outage affecting PlayStation services.
If there is no relevant service alert, test the console’s connection using Settings > Network > Connection Status > Test Internet Connection. This checks the connection from the PS5 itself rather than relying on whether another device can get online. If the test indicates a connection issue, address that result before repeating the download.
If the download remains stuck after the service check and console connection test, Sony lists Safe Mode’s Clear Cache and Rebuild Database as a further troubleshooting step. This is a recommended step, not a guarantee that every stalled download will be fixed. Follow the on-screen Safe Mode options carefully; do not choose a different option simply because its name sounds related. The sequence matters: check for a service alert first, test the PS5 connection if no alert explains the stall, and then consider the listed Safe Mode step if the download still does not progress.
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If the game is missing or shows a padlock
A missing or locked title may not be a broken download. Check that the console is signed in to the account that purchased the game and that the transaction is present. Then consider how access to the game was obtained. A purchase on one account, a PlayStation Plus title, and a title shared by another account do not use the same access checks.
Game bought by your account
Confirm the purchasing account is active on the console and verify the transaction history. If the purchase is confirmed but the title still appears locked, restore licenses using Settings > Users and Accounts > Other > Restore Licenses. Sony says restoring licenses will not affect your data.
Game obtained through PlayStation Plus
Check that the PlayStation Plus subscription is active and that the game remains available to you. Subscription access depends on both eligibility and the title’s availability; a prior download by itself does not establish that access is still active. If either condition is not met, investigate subscription or availability status rather than repeating download retries.
Game shared by another account
If another account owns the game, the owner must have enabled Console Sharing and Offline Play for the console. Check the owner’s sharing setup rather than treating the shared title as a purchase on your own account. A shared game can therefore require an owner-account setting even when the console can see the title.
Work through error CE-112987-8
If the PS5 displays CE-112987-8, Sony’s error-specific guidance recommends a sequence that addresses system software, the affected content, and account licenses:
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- Update the PS5 system software.
- Delete the content identified in the error guidance, then retry.
- Sign out of PlayStation Network and sign back in.
- Restart the console.
- Restore licenses at Settings > Users and Accounts > Other > Restore Licenses.
Use the error’s content details when deciding what to delete; do not remove unrelated content. If the error persists after these steps, record the exact message and contact PlayStation Support. If the title also appears missing or locked, the account and license checks above may help identify whether access is part of the problem.
When to contact PlayStation Support
Contact PlayStation Support if the purchase or download still fails after the steps that match your symptom, or if an error remains unresolved. A precise report can help support distinguish a transaction problem from a console, network, or license problem. Before contacting them, note:
- The displayed error code or exact message.
- The steps that reproduce the problem, including whether the purchase appears in transaction history and whether the download ever started.
- The date and time of an attempt.
- A screenshot or video of the error, if possible.
These details are especially useful when the problem is intermittent: a timestamp and a record of what happened make it clearer which stage failed and what support should investigate. If you have already tried a relevant step, note that too, including whether it changed the queue or error message.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Frequently Asked Questions
How can I tell whether my PS5 game purchase went through?
Check transaction history for the PlayStation account used to make the purchase. If the transaction is not present, verify the account and payment method, including the payment method’s expiration date and billing address. Do not use the download queue as proof that payment completed.
What should I try first if a PS5 game download will not start?
In Downloads/Uploads, select the item and choose Pause, then Resume. If it still will not start, choose Cancel and Delete, find the purchased game in Game Library, and try the download again. Check service status, system software, and available storage as well.
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What is the difference between a download that will not start and one that is stuck?
For an item that will not begin, Sony lists Pause and Resume, followed by Cancel and Delete and a fresh attempt from Game Library. If the download started and then stalled, check PlayStation service status first and test the PS5 internet connection at Settings > Network > Connection Status > Test Internet Connection.
Will restoring licenses delete my PS5 saves or other data?
Sony says restoring licenses will not affect your data. On PS5, the documented path is Settings > Users and Accounts > Other > Restore Licenses.
Why is a PS5 game missing or locked even though I downloaded it before?
Confirm that the console is signed in to the account that bought the game and check transaction history. For a PlayStation Plus game, check that the subscription is active and the title remains available. For a game owned by another account, that owner must have enabled Console Sharing and Offline Play for the console. A prior download alone does not establish current access.
What should I do if CE-112987-8 appears?
Follow Sony’s error-specific steps: update system software, delete the content identified in the error guidance and retry, sign out and back in, restart the console, and restore licenses. Do not delete unrelated content. If the code remains, record the message and contact PlayStation Support.
The Bottom Line
Check transaction history first, then follow the step that matches the symptom: retry a download that will not start, check service status and the PS5 connection for a stalled download, or verify account, subscription, sharing, and license access for a missing or locked game. If the issue persists, give PlayStation Support the error, steps, timestamp, and a screenshot or video if possible.
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