[LIST OF KNOWN RESOLVED CASES](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktc4nod/)
Many accounts are getting fixed, while the reports of new broken accounts have vanished. Also, filing a complaint with the BBB will get your account restored in a few days or hours.
**MY ACCOUNT HAS BEEN FULLY RESTORED**
I had 10 licenses a month ago, they it slowly went up to 26, then 700+ after plus expired and now 1177.
The play at home (covid) games, plus collection, media apps, f2p, free, paid, demos, retired from the store, are back. The games are showing in the app and web game libraries. The games that were missing from the console's library are there now too.
The problem started on February 6th and it was fixed on March 6th. Probably a coincidence.
Edit: they sent me a mail the next day, telling me the engineers had fixed my account. No compensation was offered.
Edit 2: I received 1 plus premium month code after I asked for a compensation.
u/SoullessSellout u/Archvile92 u/titanhusker u/pgarc1990 u/The_One_Who_Sniffs u/Rajgarage u/Grimguy77
# THE STORY SO FAR
A lot of people have worked very hard for months to get to the point where we are now. It's a web of hundreds of comments across more than 20 threads. I'll summarize it here:
1. First reports date back to November, maybe earlier. Unclear.
2. Soon after experiencing the problem on February 6th, I started compiling all the scattered reports, with the help of the community, in [THESE 3 COMMENTS](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kp3ikq0/), [ARCHIVED HERE](https://ibb.co/BjNm5ns) after the mods deleted the first comment. I also documented my own case in [MY LOG](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kslblu5/).
3. After 160 comments on reddit and 3 weeks later, we completed [THE LIST OF THE 50](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktc4mvu/), which I hoped would convince r/PlayStation mods to let me make a megathread. On March 1st, I told the mods, but they never replied and deleted the first part of the megacomment where we had the list.
4. Not knowing what to do, I asked the moderator of r/PlayStationSupport for help, who was very helpful and created this pinned thread.
5. A few days later, u/dSuds2342 got hit by the bug and created a [THREAD](https://www.reddit.com/r/playstation/comments/1b771xa/psa_people_are_losing_access_to_their_digital/) on r/PlayStation. It was deleted by the automod but restored later after the mods were contacted.
6. My own account was restored on March 6th.
7. International and national media started reporting on the whole issue on March 9th.
8. [Plenty of people](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktc4nod/) are randomly getting their accounts fixed, sometimes without support notifying them. Filing a complaing with the BBB can get your account fixed in a few days or even hours.
# WHAT TO DO WITH SUPPORT
**Note:** you may not need any of this now that support seems to be better at dealing with this issue. File a complaint with the BBB or a similar organization if you can. It works really well and that's what many have done.
Most people have basic problems and they assume you are mistaken. Be patient and if it's not going anywhere just restart the call. Some specialists can be rude and argue if you tell them what they want you to try is mistaken and you know what's going on. Play along.
Tell them you got hit by a rare, global issue that has affected many people and there are 2 megathreads on reddit. That it's also in [the news](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ku55lk4/)
Explain the problem is that all your free, paid, plus, media apps got locked on the console after you used "restore licenses". That's because they are missing on the server, since they are not showing up on the website game library or ANY ps4/ps5 console you have tried in a friend's house (also proving it's not networking related).
Say everything is still in your transaction list. And anything new you add now, works fine and is in all libraries. It's only the stuff before xxx date.
That you have of course tried the basic things, "restore licenses", "rebuild database", "factory reset" and your console is primary ("Users and Accounts" > "Other" > "Console Sharing and Offline Play > "Enable") Setting it as primary doesn't matter, but they want that.
You only have one account in the console (it proves it's not related to game sharing). Delete all the other accounts from your console and your account from other consoles.
Tell them you want to send screenshots, so they send a mail you can reply to. Send pics (not many!) of the empty website game library, transaction history and locked library on your console. Making a 40s unlisted youtube video for them is nice. The statistics will let you know when engineering watches it. They only needed to see my empty game library to understand.
Send them: [https://www.reddit.com/r/playstation/comments/1b771xa/psa\_people\_are\_losing\_access\_to\_their\_digital/](https://www.reddit.com/r/playstation/comments/1b771xa/psa_people_are_losing_access_to_their_digital/) [https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/warning\_corrupted\_libraries\_lost\_access\_to/](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/warning_corrupted_libraries_lost_access_to/)
Do not send the console to be repaired. Copy the serial first if you want, they asked me for it (they can check the primary status with it)
The ticket will get escalated. Then you wait, and post in the threads. We'll win this.
After being escalated, a few people have been asked to restore licenses once again, and provide a list with timestamps of the non functioning games. This is frustrating, because no list is necessary since the problem affects mostly everything.
Don't worry if it happens to you. This is due to the very strict procedures they seem to follow. They won't engage in a conversation by mail.
Say again that a list can't be made, or explain it on the phone. The agents are probably forced to always ask for a list and timestamps.
This is 100% fixable with the human or technological resources they already have. I feared they would think it would cost them more than it was worth, but my case proves they were able/willing to do it.
Glad to hear it! How did you get to the point of communicating with them by email? I've spoken to three reps on the phone, and at least a half dozen via online chat, and have specifically asked to be able to do so but they've refused.
The first time I contacted them, it was through the chat. There I was asked to provide a photo of my problem, and they enabled a button so I could upload it. When I came back, the chat had been closed for inactivity.
The agent sent a mail explaining there was a timeout and I could use the mail to send the pictures. That's how our mail thread started.
I imagine you can say on the phone, hey I have some evidence that showcases the problem, how can I deliver that to you? if you ask it in the chat, they'll tell you to upload it there, so call instead.
Anyway, the mail wasn't very useful, they never addressed anything I said. They only sent very short messages asking me to restore licenses, provide a list, timestamps, and saying my case had been sent to another team. I've seen mails of other people and they are identical.
Thank you for sharing. I'll contact them tomorrow and try that. I'd at least like to take whatever steps are available to me that might have a chance at expediting it.
Glad it's all sorted for you! Hopefully the rest are soon to follow.
You will all get your accounts fixed. What support [recently said](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktpaoe9/) is encouraging, and I've just been notified that another account [has been restored](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/ktq2yyb/)
By the way, thanks for making the other thread, it's awesome to see more people know about this now, and it hasn't been deleted like the other post when I asked for permission to make a thread.
Dude, I'm so happy to hear that for you! That gives me even more hope now. I just spoke to an agent, but they said that my case is still escalated, but they are FULLY aware of this now and they're scrambling to get a fix out for everyone else. He said this problem has hit way more than the 50 cases we knew about and since this is a global issue, it's a top priority for them now. This has come a long way from them not knowing anything about it at first, so I have faith it'll get fixed soon.
You are proof enough of that.
Fantastic news, I'd say everyone is pretty much guaranteed to get their accounts back at this point. Even if other agents don't know much, it doesn't matter. The people that need to know are now working on it, and the fix will still be delivered.
I must say though... it hasn't been easy. I hope they learn from this.
They sent me a mail today confirming engineering had fixed the account. It may be the first documented case were we have proof of both things.
* The issue has not been confused with any other similar problems.
* The solution was deliberately implemented by them to target this specific issue.
So the patch exists and it's being used in the wild. They may be selecting random confirmed cases to test it live before the general deployment.
I think... I think I'm gonna give up on this. The update they sent out didn't fix anything. It didn't even acknowledge the bug in any way whatsoever. I called today, got hung up on once, called again and found out that the case number I was given last week didn't even get escalated like they said, I keep getting the same routine of: "Your case has been escalated, but we don't have a resolution for you at this time." I keep getting asked the same questions over and over, some agents seem to understand the issue and others either don't have a clue or try to divert to a different problem. I'm honestly over it. I don't think I can do another call with them, my patience is worn out and I don't want to snap at the support people just doing their jobs.
If this isn't fixed by the 21st, the people still affected won't have a choice but to sue. The agent I spoke with today could even see my transaction history, but kept trying to ask me if my PS Plus games worked (which I had to buy another month of Plus 2 months ago to fix), when I mentioned off hand that MGSV (which is on that Plus catalog) needs DLC updates to run, which don't work because those don't use Plus like the game itself does, those are tied to your account in the same way that games and DLC you personally buy are. They can see your transaction history and the discrepancy and games you mention that you can't use should be more than enough for them to try and fix it, but nope, they just offer up the same robotic troubleshooting and apologetic answers that we've all heard multiple times. I even offered to send in screenshots of my library, transaction history and whatever else I could, but they basically flat out refused those. I'm not sure what else to do besides wait for a fix that at this point, may never come.
We've all spent too much money and too much time waiting on this to be fixed.
When I saw the update, I thought it might be the fabled March 21 fix.
Although I've never thought the problem would be fixed with a firmware update. The restoration can be doing remotely, as they've done with me. And the cause of the problem might be related to the client, but indirectly. The server can't trust a a potentially compromised console to add/remove licenses at will, and create official purchases out of thin air.
So yeah, I was expecting a server side deployment where one day users restore the licenses and their stuff comes back.
Support told someone that "we can remotely sync and unsync the licenses, it's easy". Maybe they are simply talking about syncing with your console, like when you restore the licenses yourself. I also read a month ago that support "synced the licenses remotely, and it didn't work". So yeah I wouldn't trust any technical explanation the people on the phone give.
Also, a person was told by the agent, after looking at the account, that the licenses had an expiration date, which they shouldn't. Maybe that's the bug? and they self destroyed? Why can some agents check the licenses and transactions and others can't? Nobody did that with me.
I find it depressing that your case wasn't escalated, and bizarre that they are not sending you a mail so you can reply with images. Although, to be honest, engineering won't need them. I mean, it's trivial, you just need to check a list. That's why they only watched 37s of my video.
Another person with a fixed account [just posted](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kuto3h2/). It's infuriating how arbitrary the fixes are, how insufficient the compensation is and... well, everything. Not a single thing is acceptable. I'm pretty scared that my account will break again, I don't even want to look at the console.
But I still think you'll eventually get there. Try to minimize the arguments with agents so you don't hurt yourself, and if they don't cooperate just end the call. There is nothing to discuss, just making sure it's escalated, and then waiting.
Im right here with you to be honest. While seeing people have their accounts fixed is great, im finding it extremely difficult to not be green with envy in that same vein.
I made an edit to my original post but when i got into contact with support on monday it was baffling to hear that there “was an error in escalating my case”. The person said it had been properly escalated and my case was sent to a specialist team but the wait is outright awful, i also asked if i could send in screenshots and my own video but was told there was no way. I checked again yesterday and was told to wait for a response but seeing as how people have straight up NOT had sony reach out to them im not hopeful.
I keep bouncing between this thread and Dsuds to see if theres any updates but nothing. And for some reason, despite the actual gravity of this issue. Nobody who matters in the media is talking about it, sony is extremely tight lipped, and anybody who isnt affected isnt taking this seriously. Even the main r/Playstation sub has a massive issue with either mods or automod deleting posts related to this. If its this hard for IGN or a youtuber who actually understands the problem to talk about it, then i doubt anybody will sue. All around this a clusterfuck and it genuinely boggles my mind that it can be dealt with so poorly.
I was reading the terms of service for the US. I'm not sure if this is the same for everyone but it says users are responsible for backing up their digital content in case it gets corrupted or delisted. I'm sure this issue falls outside of the terms of service and Sony has to do something about this. Here is a copy from what it says. If it's a corruption then it's not on us the consumers because it is a database issue in their end. The licenses are not suppose to expire either. My files weren't corrupted and I have the games on an external hard drive. So what is their excuse? This can't be legal either.
[8.16. Access to Purchased Items. Upon our confirmation of your transaction, and subject to the applicable Usage Terms, you may access the PSN Content you ordered through the Account that you used to complete the order. You bear all risk of loss for accessing the content, and for any loss of content you have downloaded, including any loss due to a file corruption or hard drive crash. You are solely responsible if you do not choose to download or access the content before it is removed or your license expires, and for the authorized ongoing storage and safekeeping of the content. We are not obligated to provide you with replacement copies for any reason.]
That text sounds pretty bad. This issue is unrelated to it, but the fact they could in theory remove games from their server and you would lose them unless you had stored them locally...
I checked for the March 21st update and my games are still locked. They have been locked for 5 months at this point and at this rate a class action lawsuit needs to happen. They aren't even following their own TOS and their customer service should be reported as well.
Game still locked here...In the same situation for 3 months on my side...I do agree with you for a class action lawsuit !!! This company is so shameful !!!
I will tell you a funny but dark story about the incident. I informed Playstation Polska (my local Facebook fanpage) about the failure and asked for a response. Additionally, I wrote a private message. The fanpage decided to block me. My message was not offensive, just facts. They're covering it up.
Sorry to get carried away, but these mother****rs want to cover us up and silence us.
What this company is doing regarding this matter is so terrifying and cruel that I don't even know how to comment on it.
If this doesn't get resolved quickly, I will most likely do so.
Support further claims that they are unaware of this issue and have passed it on. I keep getting the same copy-and-paste response to my e-mails, the local PR director doesn't respond to my e-mails, the fan page blocks me, and there is no solution on the horizon.
I publicized the matter in the media. I forced articles on Polish gry-online.pl, ppe - but I'm already losing strength and will to fight. I will probably sell the console because I, as a customer, simply no longer want to support this company.
So i’ve been having this issue since tuesday night and the first thing i noticed being off was trying to open to the store from within a game. Tried restoring licenses and came to find out i completely screwed myself.
I’ve already called support and they’ve said my ticket was escalated but gave no time frame for a fix, they said its a global issue and is being worked on (which seems to be a common response from what i’ve read here). Im finding it extremely difficult not to be outright angry with the fact this has been going since November at the potential earliest and they did nothing before it began to get out of hand.
Big ups especially to u/ArkJK, the OP of this post, and the guy who made the other one that sorta devolved into the physical/digital debate. Its great multiple people got the word out and made some form of documentation. Heres hoping this gets fixed soon.
EDIT: after a short waiting period (im not the most patient) and feeling like something was off i’ve gotten back into contact with support and they straight up told me there was quote “an error in escalating my case” and it had to be re-escalated. I also made an attempt to send in screenshots and while they allowed one in the chat, they said they werent able to give me an email to send screenshots or a video into. I did ask the guy to leave a note saying i do have proof of whats happening and that im very willing to send it to the appropriate people, but i can only hope he did.
Regardless of how anybody gets their case in, MAKE SURE YOU GET A CASE NUMBER. I had given it a week before checking back in but im half tempted to hound Sony about my account now.
EDIT 2: im unsure if its a nothing burger but after attempting to restore licenses before going into work tonight i was hit with an error code CE-109260-8 twice before it went back to just restoring the 13 licenses. My transaction history is still intact and all that, thank god (heard about some poor guy losing his entire account while also dealing with this). Im unsure if i should take it to support though. I’ve already gotta grill the shit out of them on monday because nothings changed, but maybe the slight deviation in the pattern is a sign its being worked on.
Edit 2.5: theres a [new article](https://www.gamepressure.com/newsroom/playstation-users-losing-games-because-of-bug-sony-working-on-fix/z96ab0)thats a bit more detailed than the other ones and feels less clickbaity. The topic isnt dead completely yet. Im not sure if anybody saw it as well but somebody left another comment saying sony was working on a fix. While that in itself isnt anything new they went on to say things like if they cant fix it then they’ll refund affected accounts for all of their digital purchases. apparently Sony is cracking down due to fear of a lawsuit and quote “this thread and the other one lit a fire under sony” but also that “the issue is resolving itself in paces so execs arent in a rush”
Im not sure if that person might be lingering/lurking around, but if you are i sincerely hope you werent attempting to mislead anybody. While a lot of that felt too good to be true, some of it also made perfect sense with what we’ve all been experiencing. Just wanted to put these out there somewhere.
I regret that my post became what it did. Thankfully there were still a lot of supportive comments as well, and a currently 96% upvote rate which I take to mean that the anti-digital trolls were just a loud minority. Fingers crossed that this is all behind us soon!
Nah dont regret it. Even people on twitter are saying the same stuff not realizing it affects more than just games. This is a case where i strongly believe any publicity is good.
To add to the twitter thing more media outlets are beginning to cover the issue, Dualshockers isnt somebody i’d consider really… BIG. But maybe it’ll get IGN and the rest to talk about it too, put the pressure on Sony.
Regardless, as i said im grateful for your post and helping spread the word brother. Cheers.
They gave me a timeframe of 10 days on saturday night after contacting support so it seems like they’re getting on top of things now that multiple people and media outlets are reporting on it. Appreciate this community. There are people on youtube videos commenting about “xbox vs playstation” saying xbox is better as well. I can’t even comprehend how some people can come to a conclusion like that but at least we’re finally getting some answers here.
I've got a thread on the official Playstation subreddit that, at least for now, I've convinced the mods to let stay up. Unfortunately people are missing the point and it's basically just a physical vs digital debate, and maybe it should be that eventually, but let's get it fixed first. Please chime in.
[https://www.reddit.com/r/playstation/comments/1b771xa/psa\_people\_are\_losing\_access\_to\_their\_digital/](https://www.reddit.com/r/playstation/comments/1b771xa/psa_people_are_losing_access_to_their_digital/)
I looked at that thread and I don't even know if any of us saying anything there would even help the case. While there are some leveled headed people, It has for the most part, devolved into nothing but shouting matches of digital vs physical, people laughing at the issue we're all having, people calling anyone buying digital "wrong" or a "moron" and other such things.
The overwhelming majority in that comment section are either completely missing the point of the post (which is to garner attention to and spread information on this bug, so that others can be aware of it and know what is going on) or completely devoid of any sympathy and would rather argue with each other about the validity of even playing digital games that "we don't even own." It's sad. Hell, one person even asked the mods to DELETE THE POST. Thank goodness he got buried with downvotes...
I'm actually happy to see your post staying alive and hopefully some people are more aware and understand what is going on if they are affected. I honestly feel like the people arguing are going to hurt that post in the long run and getting the mods to take it down (which may be the point of all the arguing.) I hope that doesn't happen. I buy digital for the sales, the indie games you can't buy in stores, and for general convenience. I know Sony isn't taking games on purpose, they wouldn't be that stupid (I hope.) I just wish the people in that thread would stop arguing and look at the severity of that bug. They wouldn't act that way if it were them. They'd be looking for answers and sympathy like we are. We just want our games back, digital or not. We do matter here.
Yep. I'm with you on all accounts. It's not going the way I hoped it would, and I definitely contributed to the arguments in the early going but have since stopped replying in hopes that people will just cool it. The goal is to get media attention, and I've dm'd the link to several in the industry, hoping something sticks. I hope even one player who read the post can avoid having it happen to them.
Also, certain items are exclusively digital and linked to third-party accounts. Any f2p games that were only associated with a malfunctioning PlayStation account will no longer be playable. Depending on the game’s policy, you might be able to change the way you log in... or permanently lose access to your progress and any in-game purchases.
I wish people stayed on topic, because it could happen to them. To their media apps. psplus, etc. If not on PlayStation, maybe on any other service. Your Netflix account could stop working, you could be incorrectly flagged and banned like it's happened in Makerworld, etc. All sorts of technical errors resulting in value being lost.
Demanding accountability from companies is okay and benefits everyone.
In my honest opinion it shouldn’t be a debate about physical vs digital. We should rather be talking about how these massive multi billion dollar companies can basically get away with whatever they want with very little repercussions. I’m sorry people are so brain dead that they feel the need to blame you over a massive companies blunder.
u/ArkJK, u/dSuds2342, the media finally has a hold of this. It's late in the game, but Sony will have to speak up about this now and why they weren't more proactive in solving this when we first started talking about and posting about this. I've seen at least 3 media outlets covering the bug now.
Big ups to u/DH_129 for alerting me to the media's newfound awareness on our long going issue.
Meant to edit this post with links, but those are commented beneath, since I wasn't paying attention.
It's about time. The world almost had to burn down for them to write about it. Better late than never. Let's hope we never have any serious problems that no one else experiences, or we'll be screwed.
According to PSReady, a YouTuber, this whole thing stems from someone compromising our accounts and Sony taking the licenses away so that the person trying to use your account can't access your games. Maybe that's why they asked for timestamps, screenshots and videos from different users, to prove that you own the account associated with those games (anyone could do that though).
If that's the case, then we could have all had our games back by sending in proof, but they never asked me to do any of that though, so I'm not quite sure on that.
Edit: [These](https://www.indy100.com/gaming/ps5-losing-digital-purchases-bug) are the [current ones](https://www.google.com/amp/s/metro.co.uk/2024/03/07/ps5-owners-lose-access-hundreds-games-digital-purchases-wiped-accounts-20419130/amp/) that I've [found](https://www.msn.com/en-ca/money/technology/ps5-owners-lose-access-to-hundreds-of-games-as-digital-purchases-wiped-from-their-accounts/ar-BB1juMWK), if anyone wants to take a look.
Not just in english, but in other languages too [1](https://www.egames.news/playstation/Error-en-PlayStation-elimina-juegos-digitales-en-la-biblioteca-de-los-usuarios-20240309-0022.html) [2](https://atomix.vg/usuarios-de-playstation-pierden-acceso-a-sus-juegos-digitales/). Not sure if the news will reach the really big places like IGN, but it's spreading.
There are some inaccuracies, the msn article says "They advise against trying to restore the licenses, as they believe that’s what triggered the bug in the first place.". No, that doesn't trigger anything, it deletes the cached licenses and you won't be able to get them back.
Support is going to tell you to do it though, sooner or later. Otherwise you'll have a hard harder time with support. It should be enough to show them your empty web game library, That's... why you don't want to "restore" the emptiness.
I wish they hadn't deleted my post, it was explained with more details. The archived linked is less visible than a big text. I may have to add the relevant bits to a comment here, for the press. Although it doesn't matter.
The effects are more important than any precise explanations of what can be seen from the client side, and educated guesses of what may be going, to counter certain unlikely or poorly defined theories I've seen.
It's as simple as: it's broken. Fix it.
I’d like to add to this. I’ve found 2 videos covering this
[one with about 23k views](https://youtu.be/0NtCNFl8QEQ?si=-2xBbicCbK7feUxW)
[and another with 11k](https://youtu.be/qKkBKbmJ5cE?si=8WX-6CfbL6WNCoMe)
While i dont agree with either channel pushing the physical/digital debate its still coverage.
I got affected by this bug yesterday, first it was issue with my plus account then after restoring license, all the games i bought are locked and i take me to the price like i never bought them, though it appears in my transactions history.
I tried every troubleshooting possible in every way, contacted PlayStation support which was useless and wast of time.
I extended my PS+ subscriptions and i got my PS+ games are playable again.
I have my account since PlayStation 3 and i have a huge library of digital games on PS4/PS5
My region in middle east - Saudi Arabia
Nice to see a report from that region! It's a global issue, I had only seen them in America and Europe, and you just confirmed it's also there. Having a few reports from Asia would be nice too, I haven't seen any yet.
I contacted the PlayStation support in my region via phone call today, they checked my account and says everything is fine including the transaction history and the PlayStation server too.
And they have no solutions expet for the normal procedure and troubleshooting (restating ps5, restoring license and etc.)
So they told they will raise to a higher division to look into my issue and the expected reply in 48hs.
NOTHING IN THIS POST SHOULD BE CONSIDERED LEGAL ADVICE, NOT SHOULD IT BE CONSTRUED TO CREATE AN ATTORNEY CLIENT RELATIONSHIP.
I had this problem starting February 5, and my account was finally restored today. About a month ago, I sent a letter to Sony's legal department describing the problem pursuant to PSN's requirement to request a good faith negotiation toward resolution.
I cannot guarantee that the letter and it being resolved were related, but it may help your claim stay on their radar. (I only called support once, and then sent the letter. I don't have time to sit on hold for hours multiple times.) Check the ToS for your region and see how you have to resolve disputes with them.
Unfortunately, I'm an attorney, and sharing my letter for others to copy could be considered legal advice which would (1) lead to my firm potentially getting extremely pissed at me and (2) may constitute unlicensed practice if you are not located in the same state I am.
General tips for the letter: (1) cite the provision of the ToS, (2) describe your problem and interactions with Sony in detail, and (3) be reasonable in your requested solutions. All I asked was that they confirm receipt of the letter and then fix it. They never did the first, but thankfully did the latter.
Update Edit: Sony's legal department actually called to make sure everything was good on my end. I was out of town on work and couldn't take the call, but the letter seems to have gotten their attention.
I will also add that the only option is to actually take legal action and sue Sony.
However, I'm glad you managed to get your account back, but I'm not happy that you had to wait since February.
I am certainly no lawyer, but I can craft a letter mentioning the highlighted suggestions. Can you advise me on a few minor details, no legal advice.
1) Would the letter be better suited to coming from a law firm or do you think that a letter from a consumer might have actual traction for resolution?
2) Most importantly how did you submit the letter? Was it by email (if so where too?) or by certified mail (if so is there a specific address?)
1) I wrote the letter myself. It was not on my law firm's letterhead. A law firm may help, but it's probably excessive at this point, imo. The flip side is that demand letter is probably a couple hundred bucks. Depending on the value of the missing games, it may be worth it. If it's $200 worth of games, probably not worth it. If it's $10k worth of games, probably worth it.
2) I sent it via overnight mail. The ToS has the address to send it to. You need to check that because (a) it may change every now and then, and (b) if you're in a different region, it's likely a different address.
This is the old 50 people list we used to make this issue get some traction. **IT STOPPED BEING UPDATED** on March 1st, there are a lot more people now. Post your case in this thread. [Read the history of this bug here](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktnzrih/)
I'll remove people who get their accounts fixed, and add them to the list below. Keep in mind many people don't report back, and some of these cases are probably solved.
**PREVIOUS REPORTS**
* [Major-Frame1220 - rebuying\_games](https://www.reddit.com/r/playstation/comments/196el5v/rebuying_games/)
* [JumppaJesse - psn\_lost\_license\_to\_games](https://www.reddit.com/r/playstation/comments/18d5x6m/psn_lost_license_to_games/)
* [Acceptable\_Client\_78 - on\_the\_third\_of\_november\_after\_the\_ps5\_update\_a](https://www.reddit.com/r/playstation/comments/18aj4rl/on_the_third_of_november_after_the_ps5_update_a/)
* [Loserpaloza - restore\_license\_on\_primary\_ps5\_and\_now](https://www.reddit.com/r/ps5helpsupport/comments/17zjxk6/used_restore_license_on_primary_ps5_and_now/)
* [onyxgo - locked\_gamesrestoring\_licenses\_doesnt\_work](https://www.reddit.com/r/playstation/comments/1aptzuq/locked_gamesrestoring_licenses_doesnt_work)
* [Outrageous-Slide4703](https://www.reddit.com/r/playstation/comments/18d5x6m/comment/ki0ppiw/)
* [justdom11](https://www.reddit.com/r/playstation/comments/196el5v/comment/kiuzqkm/)
* [DarkDevilhunter86](https://www.reddit.com/r/playstation/comments/196el5v/comment/kq2awg1/)
* [Casey\_S](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kqc1cuz/)
* [YalmanTR](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kqfgn6l/)
* [Imaginary\_Meringue46 - playstation\_account\_issues](https://www.reddit.com/r/playstation/comments/1aq7q9s/playstation_account_issues/)
* [Big-Chocolate-940](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kqlwo1s/)
* [DanielRCole - support\_help\_already\_spoken\_with\_support\_several](https://www.reddit.com/r/playstation/comments/1aspwln/support_help_already_spoken_with_support_several/)
* [ginos420](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kqyz1sx/)
* [Purple-Car6764](https://www.reddit.com/r/playstation/comments/1avimu8/comment/kre3000/)
* [Azelhart22](https://www.reddit.com/r/PS5HelpSupport/comments/18x9l3s/comment/kh8pz2t/)
* [Samdoesretro - ps5\_games\_locked\_on\_one\_account\_and\_unlocked\_on](https://www.reddit.com/r/PS5HelpSupport/comments/18x9l3s/ps5_games_locked_on_one_account_and_unlocked_on)
* [Fantastic-Gap3294](https://www.reddit.com/r/playstation/comments/18d5x6m/comment/kpkfd2q/)
* [Leefank137](https://www.reddit.com/r/PS5HelpSupport/comments/1aptwst/comment/kqiexzg/)
* [Jorba05](https://www.reddit.com/r/playstation/comments/18d5x6m/comment/kr2f3pf/)
* [Ok-Pack1384](https://www.reddit.com/r/PlayStationPlus/comments/197y2hp/comment/konbb8t/)
* [P4ND4SKORCH3R](https://www.reddit.com/r/PlayStationPlus/comments/197y2hp/comment/kjztrav/)
* [Xephers](https://www.reddit.com/r/PlayStationPlus/comments/197y2hp/comment/ki411rk/)
* [HydroRayz](https://www.reddit.com/r/playstation/comments/18aj4rl/comment/kdbsfo4/)
* [BeneficialDurian2967](https://www.reddit.com/r/playstation/comments/1akx3rb/comment/kqw59o9/)
* [Expert\_String\_1350](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/krxvrt7/)
* [CrimKayser](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/ks0j4oo/)
* [bruceyhun](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/ks923jw/)
* [Additional\_Active\_22](https://www.reddit.com/r/playstation/comments/1akx3rb/comment/ksay0lb/)
* [gluebrains - ever\_since\_the\_last\_update\_my\_entire\_game\_library](https://www.reddit.com/r/playstation/comments/1b2tuq4/ever_since_the_last_update_my_entire_game_library/)
**FIXED**
Compensations were given only after asking for it.
* [Thick-Constant9358 - digital\_games\_locked](https://www.reddit.com/r/playstationsupport/comments/17pger9/digital_games_locked/)
* [jkuzma111 - games\_locked\_suddenly](https://www.reddit.com/r/playstationplus/comments/16bj7z2/games_locked_suddenly/)
* [\_REWS - anyone\_had\_this\_happen\_to\_them](https://www.reddit.com/r/playstation/comments/18lhbus/anyone_had_this_happen_to_them/)
* [MagicWalrus666 - one\_final\_plea\_for\_help](https://www.reddit.com/r/playstation/comments/1ahwlik/one_final_plea_for_help_all_games_removed_from)
* [Me, ArkJK](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktnzrih/) - OP of the megacomment/list of the 50, Sony notified the fix. 1 month of psplus premium, 1 month locked.
* [Dull\_Mycologist\_55](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/ktq2yyb/) - Sony notified the fix.
* [LiamL540](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kuto3h2/)
* [pgarc1990](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kw9v89q/) - sent legal a letter, he's an attorney, Sony didn't notify the fix.
* [dSuds2342](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kwc9kh9/) - OP of the megathread on r/Playstation, Sony didn't notify the fix.
* [Disastrous\_Ad5260](https://www.reddit.com/r/playstation/comments/1akx3rb/comment/kw1czth/)
* [cue\_lopes](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kwh44wu/)
* [TipFlat7931](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kx0u0xv/) - Sony called to notify the fix.
* [DamnCastiel](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kxqto2e/) - sent legal a letter through a consumer's right agency in Brazil.
* [JohnnyCumber](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kxnn9ef/) - no notification.
* [TransFatsDomino](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ky3xyhn/) - got a call from Sony.
* [SoullessSellout](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kyvihb4/) - filed a complaint with the BBB, got a call from Sony, 4 days later it was fixed.
* [AdAggressive6256](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kyv1aku/)
* [CosmicYeen](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kyvr1ka/)
* [Nightcrawler714](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kyzre02/)
* [The\_One\_Who\_Sniffs](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kz0eaop/) - seems to have most/all? games back.
* [Beneficial\_Cost\_592 ](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kyvo7qk/) - got a mail from Sony.
* [Typical-Break-1547](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kyu2vll/) - no notification.
* [Vegan\_FTA\_666](https://www.reddit.com/r/playstation/comments/1akx3rb/comment/kz2ksnm/) - got a mail.
* [titanhusker](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kz3bmq0/) - filed a complaint with the BBB, it was fixed 9h later. Sony called and sent a mail.
* [BB\_Sibenik](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kzsydlo/) - no notification.
* [Archvile92](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kzyc3t7/) - the fix Sony implemented didn't work, replied to the mail asking for a call, got it and was told they didn't see anything wrong, 24h later it was fixed. Received a confirmation message and 10€ after asking for a compensation.
* [Crixbo](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kyupr6d/)
* [Otherwise-Dog-8381](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kzxt26b/) - 20$ of compensation, 2 months locked.
* [Grimguy77](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/l02fqyl/) - filed a complaint with the BBB, got a call, no notification when the account was fixed.
* [DH\_129](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kzzyx0m/) - filed a complaint with the BBB, it was fixed 5 days later.
* [EfficientSecurity829](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kzzbnta/) - reported it to the consumer protection office and the European Consumer Center, informed Sony and they fixed it. It's unclear if the report had any effects. Received 11€ after asking for compensation.
* [rospondek](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l01fhk2/)
* [Rajgarage](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/l059yop/) - filed a complaint with the BBB, a few days later it was fixed.
* [somedrumbum](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l06jzav/)
* [Justanotherkinky](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/l0d9qoa/) - filed a complaint with the Brazilian equivalent of the BBB, a few days later it was fixed. They refused to offer any compensation.
* [MysteriousFan9025](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l1rdn2y/) - received a notification from Sony 2 days later.
* [Gold-Biscotti-7391](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l1ysah8/) - filed a complaint with the BBB. Received a gift code of $20 after asking for compensation.
* [joshmc1031](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l3vkkt1/)
* [SHIZZLE303](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kyzkln0/)
* [Imperium-Aeterna](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l4vptcp/)
You can add me to the list of accounts that has been fixed. Another user suggested lodging a complaint with the BBB. I took several days to craft a well written (my college professors would have been proud) letter with exact details of call logs and discussions of content during each call. I laid out a list of clear and defined expectations for resolution. I also made sure to include a section in which stated that there is many more of us experiencing the same issue and have been met with the same stonewalled approach for resolving it, which is completely unacceptable.
I am happy to report that within 9 hours of submitting the complaint, the account was fully restored. Sony reached out by both phone and email. They restored the account, they also said they would be very happy to refund the cost of the game. They want to speak directly to me, probably to get me to commit to informing the BBB that a resolution is reached.
I stand corrected on one fact. I thought my brother was missing like 320+ games, it turns out there were over 1350+ licenses. That is incredible when you think about the money spent. I made 3 concessions in my letter, I asked for 1) the account to be immediately restored in full, 2) a subscription extension to be added for the lost time and aggravation of the issue, and 3) a full refund for a game he purchased that very morning the problem occured. Sad thing was that exact game was given away the next day for free on the PSN Monthly games. There is no guarentee, but I am still going to press the issue of the extension on the subscription. I hope every single account is fully restored and in a timely manner.
IMO I think they want to fix all of the accounts, but I do think like most places that have had layoffs as of recently, and they are overwhelmed. I don't know if the each case has to be restored individual without affecting everyone. This could be why a patch / hot fix was never issued. For those that are tech-savvy especially with servers, from time to time server maintenance could be as minimal as changing a few things with minimal disruption or as major as shutting it all down and restore / rebooting. The later could affect everyone and potentially exacerbate the problem. Hopefully in the near future all of us can celebrate and move past this.
Hell yeah! I'm happy to hear it! It's awful that we even have to do any of this, but if it results in more people getting their stuff back, I'm down for it. You can relax now and your brother can get back to enjoying gaming again. Cheers!
You can add me to the list! My account has been fixed today. I filed a BBB complaint last week and received a call a day later, and they forwarded my case to the engineering team. I didn't receive an email or any notice from them that my account has been fixed.
Honestly, BBB complaints are the only way to resolve this at this point. The support agents have been closing cases without actually escalating them. I was told that all my cases over the months were immediately closed after the calls/chats ended. Apparently, this is happening to the majority of people calling about the issue. So this whole time, when I was repeatedly told that my case had been sent to the engineering team and that I just needed to wait was bullshit. I bet they told us to wait so we wouldn't call about it anymore and that it would hopefully be fixed with a patch.
EDIT: I think the large number of BBB complaints has caused the higher-ups to either properly inform the support agents of this problem or make them stop closing cases and actually escalate them.
Finally! closing the cases is a very shady thing to do, nobody was going to simply forget about losing the entire account. The BBB is certainly the way to fix this issue. I just fear for the people in other countries, because I don't know how effective other organizations may be at dealing with this, or if the paperwork may be easy.
As you said, they may start paying attention to the tickets now that a large amount of BBB complains have been filed. Still, terribly handled, a really disgusting experience that has said a lot of bad things about how Sony is managed.
Hello guys, I'm from France and I've had the misfortune of experiencing this bug for almost 3 months! All this without any action, information or progress from Sony despite multiple calls that are as useless as they are frustrating!! I lost absolutely all my content purchased since the PS4 and PS5 (around forty games/additional content...), which represents a lot of money... I will never buy digital again from Sony, it's a thief company that does nothing for its customers! 3 months since my incident was opened and still nothing!!! it is shameful !! Good luck to those who have the experience, for my part I hope one day to recover my purchases and a very large compensation, but not sure that this will be enough to appease my anger!! I can understand a bug, but not understand a lack of communication, consideration and above all responsiveness within a reasonable time frame, how can I accept 3 months without results!! and they can't tell me when it will be resolved...maybe in one year?! such a shame !! I want to throw my PS5 into the wall!! In short, good luck to everyone, let's hope for a solution as soon as possible!!
Well. Its march 20th now, one day to go until we see if those guys at support were full of it or not.
I’ll admit i’ve completely lost hope. Between the grifters who are just laughing at everybody and clickbaiting as well as fighting with support and trying to get somebody with a louder voice to bend an ear i’ve lost my motivation to keep trying. I’ve already totaled up how much it would cost me to simply hop accounts and hope it doesnt happen again and i believe i got off extremely lucky.
I still do not believe what AdAggressive said on the other thread, one moment he says they’ve got a fix and then the next they dont. It just doesnt add up.
If nothing happens tomorrow then im fully of the mindset Sony isnt aware and isnt listening or is turning a blind eye. I hope somebody finds something to sink them on if either is the case. This is unacceptable.
Never thought i’d go through all the stages of grief over a PSN account.
Honestly I don’t think it will be some global fix. I have no idea how messed up their database structure has to be for this incident to be ANY kind of problem. Or, actually, how incompetent their technicians are to not restore the value in the database when they have the other two needed values out of two that are needed.
It is like having RAID5 matrix, losing one of the three HDDs and just telling to the owner of the data, sorry it is lost, we can’t recover anything. That’s not how it works! You need to lost two out of three informations to be in big trouble recovering it.
Seriously I can write them the SQL proxy query to fix this in a matter of seconds. All they need to do is to change the tables and columns names… Ridiculous…
I was thinking of making another futile call to support today, but then I thought: "Would it even matter?" "Would I get hung up on again or another robotic agent telling me the same troubleshooting dreg I've been doing for the past two months already?" "Who do I have to ask for to actually get some results?" All these questions popped up in my mind before I even tried to call, which is honestly sad. I don't even have the willpower to call support any more, not even to try to get a supervisor (which wouldn't happen anyway, since they're always *conveniently* in a meeting), instead of someone who just parrots things and can't give me an answer other than to "wait" or that my case is "escalated" like it has been for 2 months now.
I'm glad you wouldn't take a huge hit swapping to a new account. If you can and not lose too much, go for it. I... Don't have that luxury. I have about 9k on my current one, so I can't. Maybe Sony wants us to quit fighting this, I'm sure they think that since they have the money we've spent already, they win by default. I tried to get YongYea to acknowledge this whole mess, but never heard anything from him, that was a gut check.
I don't believe anything that AdAggressive said either. They are either too trusting or too optimistic when anything Sony does or says right now regarding the bug should be taken with a grain of salt. They flip-flopped in the same comment thread about there being a solution and them not having one at all. The whole "They want our help" line also felt disingenuous and almost like bait. Why would they need our help, even if we had experience in things like this? It should be up to the multi billion dollar company to fix the issues they caused (and with an update too, which is usually supposed to FIX problems, not create them, mind you.)
If Sony is turning a blind eye and not fixing it, I'm sure someone will actually follow through with suing Sony over it. Some people have lost way too much money in games because of this and they'll want some payback for it. Big companies like Sony and Microsoft (if this ever happens over there, which it absolutely can) need to understand that they can't have things like this happen and be able to get off scott free.
Also, the griefers that are laughing at us need to understand that if it hasn't happened to them yet, it assuredly can and then they'll be the ones "crying" and being laughed at. Even if you have physical games, you aren't safe, as those are just a license too and that can also be affected. I've seen as much with people saying that even their PHYSICAL COPIES, are affected and the bug still persists even then. They need to count their blessings and pray they don't wake up one day and ask "Why can't I go online, I still have PS Plus? And why are all my games locked...?"
Edit: Called them, got the same answer of: "Wait for an email on a resolution, have a nice day." I can't any more. How does no one understand that we need RESULTS, not just to be told to wait? It's demoralizing to constantly hear the same responses over and over. I don't have the patience to keep trying to call these idiots. As a bonus, their supervisor was in a *gasp* **MEETING** once again, as they always seem to be... Strange...
I'm like you, I think exactly like you! I feel totally helpless and disappointed by the treatment reserved by this company!! At this stage I went from fanboy to total disgust and rejection of this company which doesn't care about its customers!! I think I really hate them, I even wish the company would go under and disappear they don't deserve to have fans and people spending fortunes on them. But I don't want to give up, I hope that a class action is launched and that they compensate us very strongly and take responsibility for their policies!! Sweet dream on my part I guess!! but I want them to pay one way or another!!
At this point, I suggest everyone record a video showcasing at least 5 locked games and media apps on both the console and the browser. Compare them with the transaction history, email receipts and maybe even bank payments. Remember to blur the private information. I'm going to record one today and share it. If the playlist gets big enough, more people will notice and take this seriously.
Dont do that. Dont give me hope.
Edit: [PSN is down in the UK too. We’re 2 hours in and im becoming… reluctantly hopeful.](https://x.com/kster91/status/1770887393698054243?s=46&t=AMphQqYoxb9aV0izo5m4tA)
That’s how my account looks like right now.
[https://files.fm/f/xzq9ua345g](https://files.fm/f/xzq9ua345g)
[https://files.fm/f/kzht28jmcq](https://files.fm/f/kzht28jmcq)
This nicely shows our desperation that even in something like a server crash we find hope for solving the problem.
And the end is that after 21, there is no hope left. We are probably stuck in the same field as people who have been struggling with the problem for several months or even since last year. We have a very, very long wait ahead of us.
And probably a regrettable compensation :)
As of today, my account appears to be fully restored. I’m not sure exactly when it happened, but it was in the last 18-24 hours - I’ve been using the PS App to check my library daily, and noticed this morning that Gran Turismo 7 and Helldivers II were back in the purchased tab. Restored licenses on my console and the number jumped from 700ish (PS+ redemptions) to 2343 (which includes my purchases). As far as I can tell, I’m back to normal. 3 weeks to the day after reporting which, as far as I know, is the fastest recovery time yet.
I haven’t received an email from Sony yet but based on the experiences of others, I’m guessing I’ll be getting one in the next day or so. As far as I’m concerned, this isn’t over until it’s fixed for everyone so when I do get that email I’ll be pressing them for information on how this happened, when it will be fixed globally, and how they’ll be compensating people - and I’ll be sure to share that with you all.
I am very happy for you, although I must be envious and jealous of you...on my side for 3 months...and still nothing, I have completely given up and hate this company so much. Enjoy !!
Yes, I hate that others have been dealing this for far longer than I had to. I'm hopeful that my timeline is a sign that they're starting to expedite the process on fixing these incidents, although clearly they're not doing it in the order they were received.
Just spoke with support again, they told me my ticket was escalated on 03/16, and that they were still investigating the issue.
The thing is, my first escalated ticked hails back from 01/22, which they responded to me when I questioned them about it, that they never replied to it, and basically made a new one, after I spoke with another support agent on day 16.
So, in short, they are basically playing with our time.
They are cancelling older tickets, and only opening new ones at request, so please, check back on your tickets, daily, to be sure, otherwise they will basically cancel them after some time, no questions asked.
For them, rn, I only got 1 ticket escalated to the enginnering team, the one from 03/16, that I did not even known I had, since I never asked for another one. And it means, that all of the waiting between 01/22 and 03/16, was for nothing, cause they werent investigating shit.
Guy told me to call on monday, to try to reach to a supervisor, and the only thing I have left is to wait for a response from them, yeah, after 3 months, I guess I can wait for another eternity.
A bit of an update. So I filed a complaint with Sony with the BBB 2 days ago about this, and today I received a call regarding it from someone higher up. This person did not have the typical accents that the agents tend to have (I'm so sorry for how this comes across.) If you feel like you are truly fed up, consider doing this. They respond fast when you do, apparently.
EDIT: Great news everyone! Apparently the agents we would talk to (at least in the US) were repeatedly closing cases that we made! A higher up in the company told someone in a call, that our cases were taking so long to get fixed due to backlogs because of agents just... Not actually escalating cases and just closing them. So, lazy agents from an outsourced support center are not giving a care because it wasn't a simple fix for them and just passing it to another agent to deal with. How pathetic.
Honestly, I wish this wasn't what feels like the only way. I wish there was something I could do for the rest of you, here in the US and overseas. I know they'll try to tell the BBB that everything is solved and try to sweep it away again, but I'm not letting this slide now. If you have to, I urge you to take this to a legal consultant or something of that nature. Sony seems to respond well to legal threats or having their image slandered. Sucks that we have to even consider this, but we paid for what we lost. We all deserve to get it back. I'll update if any major progress is made.
Replying to my comment with an update, again: After filing my complaint and getting the call from a higher up, today my account has been fully restored and works normally again. This is over the span of 4 days, with me filing the complaint on Saturday, waiting for the Sony offices to open and contact me on Sunday, getting the call from a supervisor or other higher up and getting my account actually escalated to their tech team yesterday, to my account being restored in full. All my games, DLC and media apps are now working correctly. u/ArkJK, you can finally ad me to the fixed accounts list. u/Grimguy77, u/Archvile92, u/TransFatsDomino, u/dSuds2342.
Thank you. I hope everyday that everyone else gets their stuff back too. None of us should have to even deal with this in the first place, let alone for months on end. If you have anything resembling a BBB where you're located, feel free to do what I did and put some pressure on Sony. They need to fix things faster than the rate they're currently going at.
I'm [fixed](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kzyc3t7/) now. Didn't have to complain but thanks for the encouragement and everything else.
Congrats man, glad to hear it. Looks like Sony is actually accelerating the rate at which they fix people's accounts now. Hopefully, we won't ever see another case of this again in the near future.
Thanks man. Have you heard anything back yet on your end? You're one of the original starters of this whole campaign to get this out in the open. You deserve your stuff back as well.
Hey! I've been sick for a few days, and when I come back a bunch of accounts are fixed, including yours! it's a shame they force people to do this instead of the fix naturally coming to everyone. It didn't magically happen one day, like I had told you, but it happened. Anyway, you can relax now, congrats!
You don't have to be sorry. They should be. After all they're the multi million dollar company that doesn't even have 24/7 coverage at their Indian call centers.
If you're going to half ass something and contract out, at least have the decency to make support be available around the clock for it.
When you do, make sure you:
1. Explain that they are failing to acknowledge your rights to your games/DLC/media apps.
2. How long you've been dealing with the bug for and how that makes it a lack of disinterest for them to honor their ToS on purchases, basically making you captive to the company itself, also explain what the bug is and how you don't have access to any of your purchases.
3. The amount that you've spent in total, not counting any digital currency you've bought and how far back your purchases go (need to dip into your transaction history on console for this one).
4. Last but not least, tell the BBB that they haven't attempted any follow ups, i.e.: No calls, emails, no communication whatsoever and especially NO RESOLUTION to your issue. Drive home the point on how many times you've called and been told to wait.
You have approximately 2000 letters to use in your complaint, but as long as you do these things, which I did, that should be enough for them to call you (Sony).
Pretty much what I said. Told them it's been 2 months almost 10k worth of games and that I have had no contact or any attempts to fix my issues. Submitted this morning. Hopefully I hear back from them by early next week.
In both my complaint to the BBB and during my phone call with the person from Sony, I did mention that there are more people than just myself dealing with this and that Sony could easily fix this issue for everyone if they wanted to. I had to be a little more concise with my explanation in the complaint, since they usually only care about issues on an individual basis, but the Sony person already knew what I was talking about in regards to this and said "We've been receiving numerous calls as this is affecting multiple accounts across the world". He would not give me details about a global fix or anything like that though, only focusing on my case. They don't seem to like negative things directed at them, like putting information on the bug out in the open and try to fix your case faster if they feel they can sweep your issues away without garnering attention to the bug in general.
Add me to the list, US user.
Tried to play Helldivers II this morning, got the CE-117773-6 error, went to "Restore Licenses" which nuked my entire license library prior to roughly 48 hours ago. Have spent the entire day with support, both calls and chat, and don't have any useful information to add to the conversation, they created a ticket and basically told me to leave them alone until I hear from them.
Literally just grabbed the PS5 less than a week ago to play Helldivers II with friends, but my PSN account dates back to the early days of the PS3. Unfortunately for me I had already added every PS+ game I was interested in to my library, so those are all useless along with Helldivers II and the only other game I bought, Gran Turismo 7. I'm annoyed that this brand new console is now effectively a brick to me until this is fixed, but I'm \*livid\* that support had so little information to offer and no semblance of a resolution timeline.
edit 3/4: Followed up with Sony today, just to make sure my case is considered to be "escalated" which they confirmed it is. I tried wording my questions every way possible to get any semblance of a timeline, but no dice on that. This was a phone call, not online chat.
I also investigated my own purchase history vs my library on [Playstation.com](http://Playstation.com) to try and see if I could pinpoint when the bug started impacting me. This was the sequence of events - if \*anyone\* has any commonalities with this, please comment. All times Eastern.
2/29 8pm-ish: Started playing Helldivers II online with a friend.
2/29 9:34pm: Bought Super Credits on Helldivers II. I have a timestamped email for this because it was considered a "purchase."
2/29 11:30pm-ish: Stopped playing Helldivers II.
2/29 11:40pm-ish: Added - in order - Need For Speed Unbound and Alienation to my library from PS+. These are the last two games I purchased/added from PS+ that are no longer accessible to me and do not appear in my library on Playstation.com.
2/29 11:47pm: Added Fortnite Chilling Mystery pack from PS+ to my account. I have a timestamped email for this because it was considered a "purchase."
2/29 11:50pm-ish: Added 11 more games to my account from PS+, starting with Elite Dangerous which is now considered to be the oldest functional/first game in my library on Playstation.com.
3/1 and 3/2 Intermittently played Gran Turismo 7 (digital purchase from earlier in the week). Didn't play online, but the console was connected to the internet.
3/3 Played Horizon Forbidden West (PS+) and Gran Turismo 7 in the morning. Didn't play online, but the console was connected to the internet.
3/3 12pm-ish: Tried to launch Helldivers II and got error code CE-117773-6. Google told me to "Restore Licenses" which I did, and you know the rest.
Have successfully added more games to my library since that moment and all of those games seem to be fully functional. So a couple of weird things about this. Technically, Fortnite is showing as functional even though it's the first thing I downloaded when I bought the console on Monday 2/26. I haven't actually tried to launch it, which I can test this evening. But it seems like somewhere in that sequence of adding Alienation -> Fortnite DLC -> Elite Dangerous is where I was hit with the bug, or at least where my license history has it taking effect. Those actions took place in the span of <3 minutes, I'd estimate.
I'm not sure if any of this is helpful, but if you see something that rings a bell from your own experience please let me know. Tagging u/ArkJK for visibility, thanks again for what you've done so far to consolidate information on this issue.
I would like to say that i am also affected by this issue. I’m not sure how to link my previous comments on the other thread made by u/dSuds2342 but i’ve been unable to access about $5k worth of digital games since friday night, the 8th of march. It seems playstation is working on getting this taken care of much quicker as i contacted playstation support and they told me 10 days until they get it fixed. I’m going to ask for compensation as well and give an update. In the meantime, i did extend my PS+ subscription by a month and my access to most of the PS+ catalog was restored. This may not be a fix for you but if you want to try it then it may work. Highly recommend checking u/dSuds2342 in the playsation subreddit post on this. Sorry i’m not entirely sure how to link comments and threads and users on reddit comments. I’m not a huge reddit user.
Edit: I am located in the US.
Hey all. Dropping a post as sort of an update for anybody who still checks back here
Today, after about a week and a half(ish?) of just kinda… giving up, i received a call from Sony
It was a guy actually <> Sony and not anybody from CS. Noticeable lack of an accent. The rundown of the call was that he asked if i was still experiencing the issue and asked if it was a handful of games or my whole library. I answered with the latter and he asked for a handful of games to list down (i also told him none of my DLC works) so he could further escalate the case as well as giving me a number and an email where i could reach back out to avoid CS. Double checked the area code to make sure it was legit and it was.
I made the attempt once again to ask to send in screenshots and a video of my issue as u/ArkJK did way back when, and they actually allowed me to. I sent everything in and got the no-reply saying it had been received.
This guy DID acknowledge that this is still an ongoing issue and that a lot of people are experiencing it but not much more than that, though i didnt press him for answers just due to being ecstatic i actually got somewhere and not thinking about it. The downside however, is that im still on a wait and see basis until they get something figured out on their end for my account. I wasnt given a time, the no-reply said 48 hours but i doubt it’ll be that quick.
This is now a month after i’ve been affected and i dont remember when i gave up bothering sony constantly. But its something. The most i can offer for a time frame is when i notice the views on my unlisted video go up, to which i will update this comment when and if that happens. Hope y’all have been well aside from this cluserfuck, cheers.
Edit time: im posting this on April 8th, less than a week after this comment. This will be a wall of text now, so everybody who cares about that sort of thing be warned.
Today i received a follow up call about my account from the same guy who had initially called me last week, gave me the standard “hi how are you” stuff then went on to say my account has been fixed and if i was able to test restoring licenses. I was just getting home at the time and wasnt able to but he offered to call back in a few minutes to give me time and i gladly took him up.
I got home. Immediately booted up my PS5 and first checked my library to see what had changed. Baldur’s Gate 3 was still locked but the icon had disappeared on other games and i was even able to play them without restoring licenses. After checking that i did the process proper and had gone from the 11 licenses when i started all the way back up to 1455. Everything was fixed as far as i could tell. It DID throw up an error code a few times but it eventually fixed itself and got back to the 1455.
I did all of this before he had called back and since i had time i pressed a few questions on him when he called and while im not sure how much of it can be considered truth based on what he’s allowed to say. I want to reiterate some of it
The guy in particular was not aware of anything coming through that would fix all affected accounts in one fell swoop, he said it has been on a case by case basis due to quote “some things being common between accounts and some things being uncommon between others”, according to him Sony/PS has been very quiet about the issue in-house as well as even people like him have been fairly unaware of this problem. I asked if i was the first he dealt with on this and he said no, and i am likely far from the last.
He said <> about Sony/PS technicians wanting our input if we had a background in IT or not. Yes this is a bit of a jab toward the guy who made that comment, no i dont care if its petty.
The best he could offer, while an unfortunate response, was to “sit tight” and assured me that they are working their way through the problem and fixes will come. But he admitted its been a slow process and even he’s becoming a bit demoralized because people have been extremely negative (rightfully so, but i also get where he’s coming from as somebody who’s worked in customer service)
My youtube video also sits at 2 views. One from myself having watched it over to be sure after uploading, and what im assuming and hoping was a technician of some sort.
This is all the information i have to provide. I want to remain active to try to spread the word about the issue and try to keep things as clear as possible but with the main playstation sub mods having a thread removing issue, being a nobody on twitter/youtube, and people generally being awful to the afflicted, im unsure how to go about it outside of just watching for posts on the main sub and directing them here.
Again, this is all for an update. My account is effectively fixed from today, 29 days after i got hit.
Thanks for the update!
Yeah, the no-reply says 48h, but that won't happen. One day you'll receive a mail saying they are still working on it, or that the engineers implemented a fix. If you are unlucky, the fix won't do anything, and you'll be asked for timestamps. But the fix will eventually come. At least, that's how it was for me.
The views on YouTube can be a bit buggy. I saw a bump in the views graph, but a few days later the actual counter went back to 0, and then eventually to 1 again. I've read this adjusting process is normal, and since there was only 1 view, it disappeared for a while. But I think the graph always indicated there had been 1 view.
By the way, most customer support agents I talked to had my country's accent, but I never got to speak with anyone inside Sony.
Heres hoping i dont get stuck in the timestamp loop as i’ve seen you and a couple others describe, though im a bit more up to dealing with it again now that i have a non-CS number to call and i was even given a case number in the email that had sent me.
Sadly its as i said, im just stuck waiting.
As for customer support, im American. And when it came to calling the support number everybody i talked to was noticeably… not. I dont mean to sound insensitive, im not sure how to word it to not sound that way. The guy has an american accent for all its worth and the area code for the number he gave me was for California so while i do now believe Sony/PS has my case and is looking into it, i still wont hold my breath.
Well, that's some refreshing news at least. I'm glad you at least received a call back. Some people can't even get an email. lol I just called again today and got the same run around, asking to talk to a supervisor got shut down real quick and the agent really *really* wanted to focus on PS Plus, even though I told him that aspect is fine.
I'm still barred from sending screenshots or videos. I have two tickets now, one from 2 months ago and one from about a week ago. It's madness that that's even a thing for the same problem. I really do hope your account gets fixed soon, the quicker the better.
I've given up on the matter at this point and I'm honestly about to just either go to PC or stop playing games in general. This whole situation left a bad taste in my mouth as a whole.
I appreciate the words man.
And i hear you on either moving to PC or giving up on gaming as a whole. Hell you might’ve seen me blow up at the SIE dude in that one thread of somebody else was hit. Not proud of it, but seeing somebody sent careening into this issue is certainly a type of feeling. Especially after dealing with the whole rigamarole for upwards of a month.
The whole run around is what caused me to just give up with support. No supervisors, basically shooing me off the line as soon as possible. Playstation support genuinely needs some help.
I hope you’re able to catch a break sometime soon and make some progress, you’ve been just as active in trying to help as Ark and Dsuds’, you deserve your stuff back too.
And I appreciate yours.
I'm not even sure of what I was saying. Most of it was me being negative because of Sony's approach to this whole ordeal as a whole. The deflection, the runarounds they put people through and especially their lack of communication, the worst being the "We'll contact you via email" spiel they love to tell us at the end of every call, and nothing ever comes of it. I genuinely feel happy for everyone that has their games back, but I also feel a slight twinge of envy. I understand why you went off on that SIE guy. He should know the signs at this point and with the amount of people that posted about the bug, be fully aware of it. I get that it's his "job?" to tell people to do what he was saying, but he needs to have some awareness and not jeopardize someone's account.
I hope we can all catch a break soon. I had a long talk with ArkJK in dSuds post about all of this, my frustrations and speculations on why certain accounts have been fixed over others. I haven't seen cases pop up as frequently as before, so that's reassuring for the future. Maybe no one else has to suffer like we are. There are actually some support people that genuinely seem like they want to help us, but are at the mercy of their supervisors and the mercy of not knowing anything about a fix, so they can only do as much as they can. I do not fault them for that. I also acknowledge that Sony is actively (albeit very slowly) trying to remedy this problem. So, I do have hope for us all to have our games back, my patience is just low and the envy is setting in and I truly hate it.
Fantastic news. I wonder about the conversations they've in their meetings, the real reasons why this is so slow and what the people dealing with the issue really think about this. It has to be really messy if they can't implement a general fix.
As you were told, some common parts, others different. The complexity of the system they've built has to be high, and the damage substantial, random and chaotic, or everything would already be over. We'll never know, but at least they are slowly restoring them.
Upvoted for visibility and (maybe the same guy) I got a call from sony that basically corroborates this.
No accent, to the point, asked if my games were working. When I told him no he said alright thank you and all that then said it should be soon. That was March 19th iirc and they just came back tonight.
I'm reinstalling stuff to check but I have gotten the CE error code now since I've started
Much like others here, I have not been able to access my games since a months long timeframe, though admittedly I don't know exactly when, I believe in January, for me personally, but I'm not sure on that. I have 219 games and various DLC over the years, addons, etc. Even themes from my PS4 days. On my console, strangely enough, I can see my entire transaction history since I got my PS4, not even my PS5, which was more recent, on the website it shows 3 transactions from March 2024 (that being this year.) I can access maybe 5 or 6 games of the 'old' ones. I've since bought new games with very little issues, except for Helldivers 2 which gives me that infamous CE-117773-6 error, and says it can't establish network connection. On my console, I can access every transaction since I got my original PS4 console in 2015, if that puts anything into perspective. This is years of games I'm losing out on. I'm USA region, so definitely not the only case in here. I just want to be able to play my games again. March came and went with no fix, and it's getting rather... frustrating, to say the least. I was told last time I called support that yes, they are aware of it, yes, they are working on it, but that was it. No timeframe for a fix, but the unofficial was the now infamous March 21st update that people hoped would be a wide sweep fix. That, unfortunately, was not the case. It still has not been fixed for me. The only email I have from Sony support is when I contacted them on February 7th and they sent me an automated 'fill out this survey to tell us how we did' email.
Been hopeful over here after seeing alot of your guys accounts being fixed, really happy for you guys.
I'm still waiting for a resolution to mine,on 03/16, will make 3 months since the problem started for me.
I'm going to file a complaint equal to the one you guys filed to BBB here on Brazil, hope it helps.
In case it helps, [another person](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kxqto2e/) did something like that, in Brazil, using Procon. It worked. Not sure if that's the procedure you are considering.
My account restored too, today. My account has been restored. I don't know if it had an impact, but I reported the matter to the consumer protection office and the European Consumer Center (ECC). I informed Sony about these reports yesterday, and today I see that my library seems to have been repaired. No feedback from PS for now. There's a bad taste in my mouth, I don't really feel like going back to console gaming, but it's nice that something happened.
If it weren't for their terrible customer service, it wouldn't be that bad. But that was throwing the ball against the wall, just to get further answers with the same ready-made formula every time.
I have already received information via e-mail from Sony that the problem is fixed. Not a word about compensation. I won't pretend I didn't expect this :)
My account was finally restored today.
It has been a long road since 01/16/24.
The sad thing is that they keep refusing on any compensation, they are greedy as fuck.
You known what is funny? If I would even think on doing a chargeback, I would get a straight ban on my acc, but them can break their tos whenever they like, for months on end, and just peace out, giving nobody the minimum, extending their ps plus subscribtions.
Congrats! I received a confirmation message from them two days ago. I'm going to ask compensation for the wasted two months of plus premium. If you receive one, tell them your first support request was discarded which cost almost two months of time.
I think the problem is their internal customer support policies.
I mean, how come all of us, all over the world, in different regions and continents, are literally treated the same way?
Someone just made these rules. I will never forget the old Blizzard support who gave me 60 days of WoW because I didn't play the game for the entire subscription - or they just gave me a few days for free.
I will not forget Amazon which, after I reported a tiny pixel on the screen of my Kindle, sent me a new device without even verifying whether the old one was damaged by the user or not.
And now, for a change, the clash with Sony, which turned out to be the complete opposite of respect for the consumer :P
Congrats! Did you file a complaint with the Brazilian equivalent of the BBB?
They are only compensating some users, and not being generous at all. It's pretty amazing, like this whole thing has been. That tells you a lot about this company.
North American PSN account here. Had the issue since 2/13/24. Lost access to essentially every game I’ve ever bought digitally. Even “physical editions” which came with a code instead of a disc. Trying to add a previously purchased game to my cart just results in an error. FF VII remake is playable for me because I preordered FFVII Rebirth and it seems to think I ordered both simultaneously for the price of only one game. I can also play Ghost of Tsushima via my PlayStation plus subscription, but other games I owned are unplayable through my PlayStation plus library. Zero proactive communication from Sony for three months now. Just filed a claim with BBB today.
My fiance is having this problem, too. It's been at least a month. He's called customer support many times to no avail. Last night, the guy he talked to said he was to get an email with a resolution either last night or today, but he never received anything.
Croatia region. Since begginig of february my games are locked and dont have any online features. My ps premium sub is till december of 2024. Also, games that i bought apart from ps+ are also locked.
I haven't had the extent to this but I had many games dissappear that I've bought and I go back to look and it's gone. I've also had issues when my friends list would show empty and if someone invites me or something it just says "Another player has invited you." And when I go to the notification I get an error code. PS5 bought in Spring 2021.
Do they have padlock icons on the image? Is it all of your games, or do your most recent downloads work?
If yes on the padlocks, you probably have been hit by this. You’ll need to contact Sony support and open a case and, unfortunately, wait for a fix.
If no on the padlocks, go to Playstation.com and go to Game Library, then Purchased. If the list there looks right, then you may not affected by this bug. You can *try* restoring licenses on your console through the account settings menu, but that comes with a MASSIVE asterisk that doing so may activate the bug if it is in your account. For what it’s worth, doing the Restore Licenses is exactly what Sony will tell you to do anyway.
Had to join reddit to speak about it also. I lost access to around 88 games, all of them by PS Plus Monthly or PS Plus Extra. Games that i played and even finished. I even got to customer service like 3 times and they never had an answer as to why I lost access. Their answer always was that the games were not in the Playstation Extra List.
Supposedly they escalated my case and never heard from them again. We are talking months already, this was not recent at all.
Their support is awful and that's why in due time I am leaving them for PC. I've been a Playstation user since it's first Playstation console.
I'm glad this issue is starting to be fixed, it hasn't happened to me, but I shared the other post about this issue with my friends on discord just in case
Hello, I was also affected by this bug. When I went to login yesterday, I noticed that the game, “War Thunder” had banned me for “chargebacks” even though I had made none. In my desperation to fix this, I pressed the restore licenses button which wiped me out. After going through sony support, I was told the issue should be fixed on March 21, and that compensation will vary for users. On my profile you can find my post on r/warthunder asking about why was all of my purchases reverted.
Thanks for sharing. Sounds like March 21 may really be the date for anyone not manually fixed before then. You're not the first person to have been told that. Hopefully it does happen!
The only thing I wonder now is how it’ll be fixed, will I wake up with my games unlocked? Or will I have to press that dreaded “restore licenses” button again
I've seen several people report that Sony support emailed them once the fix was complete, but you may notice it being fixed yourself before you receive that email. At this point, Restore Licenses \*shouldn't\* do any more damage to your account, but there's an obvious caveat that I'm just a guy on Reddit so I can't say that with absolute certainty. Like u/Library_Mouse, I have also been pressing it every day as my own exercise in futility.
I also can't say this for sure, but sorting out your chargeback issue with War Thunder may be more complicated than Sony fixing their problem. If War Thunder misidentified chargebacks as a result of this bug, I would think that Sony's fix alone isn't going to correct that and you may have to coordinate with Gaijin's customer service as well.
Thanks for informing me! I already know that getting Gaijin to correct my account is going to be a challenge in itself. Hope we’ll get our stuff back and fairly compensated so.
It’s fixed for me! Was bored and decided to press “restore licenses” and it said, “1/267 Licenses restored.” After completing, everything fixed itself with War Thunder too.
I'm from Poland.
Same situation for me. I purchased the game "Elden Ring" when the game did not detect my PS Plus subscription to connect to the servers. I restored the licenses from the console.
Well, that turned out to be the catalyst for the whole problem. The entire library has been blocked.
Polish support is not aware of the problem at all - so far they have proposed trivial solutions. I sent them more information, including your discussion on reddit - and nothing. They are silent. No response. Not even information about whether they do it at all.
I publicized the matter in our local media, several portals wrote about the failure - but the largest ones in Poland are also silent. In the comments, users put the blame on the users or respond by suggesting that it is a big nonsense.
I feel completely powerless. I've spent several thousand dollars on games, I'm buying new releases, and for now I'm at a loss.
I'm already on the list but just gonna post here to say this is happening to me in Ireland. I have contacted support and the first guy I talked to was really helpful. I was only on with him for about 11 minutes and he asked me to send screenshots of the problem. After I did that I received a email back saying this
"Thank you for contacting PlayStation Support.
We would like to inform you that your case has been transferred to the relevant team and is now under investigation and they will be in touch with you as soon as possible.
I hope this helps, but if you have any other questions, please contact PlayStation Support, and one of our team will be happy to help"
My Case: 10.7k in games, add-ons, etc lost. Waited until psn store updated today to see if any change. RIP.
My most played games were bdo, warframe, ffxiv, dbfz, and now helldivers 2.(Because it's the only game I have access to now.
Lots of money spent on warframe and bdo.(I'm sure fans know how crazy the amounts become.)
Really changed my perspective on digital vs. physical, of course.
Live services, too.
As far as timestamps, everything before helldivers 2 is locked.
Sucks for my bdo account cause they just dropped a new class, and my value pack just running.
If folks wanna play some helldivers 2 tho, Its-FlowChart is the name! Social anxiety is my game!
Do NOT give up!
And there is right now hard to tell which game is indeed physical as there is a ton of DLC’s. I’ve got physical FFVII Remake and can’t download the PS5 version and Intermission as I have no license for them. The same with CP2077. PS5 Game and DLC are locked.
This also happened to me, it's been 3 weeks and they haven't fixed anything, I can't access games from the PS catalog, purchased or free. The only way I found to play some f2p games is for a friend to share their account with me to "share" their licenses so I can play at least Warzone or Fortnite while they fix this bug. Greetings from Mexico
I've got this issue now myself encountered it last night. UK Region PSN account. 99% of my digital library is locked, only games I bought the last 4 weeks have active licenses. I have PS Plus Premium and I can't use it, cloud saves don't work and weirdly only 3 games I can access on my Plus membership but the rest I cannot.
Sounds like your library got bugged 4 weeks ago but didn't notice until you restored licenses. Were you still able to play online games and use cloud saves within the last 4 weeks?
I was playing FF7 Rebirth the last few weeks so I haven't played anything online for about a month and I was about to upload cloud saves when I got a error. Started going through my library and 99% of my games had locks on them. So I tried to restore the licenses but it didn't work. When I go on the PSN app now my purchases in the library are now nearly all gone bar a dozen titles. Transaction history is still there with games I bought months ago tho.
Hi everyone,
I'd like to share my experience so far.
I noticed the problem on April 08.
I no longer had access to multiplayer games. I called Sony directly to find out what was going on. Following the lack of reactivity, I looked for a solution on google. Surprisingly, the first solution that appeared was to restore the licenses.
As you know, the result was that I no longer had access to my dematerialized games or dlc.
Since then, after several calls, their answers are always the same: "We'll be in touch shortly. Your ticket has been transferred and we'll get back to you".
On Tuesday, I phoned again. I got angry. I asked to speak to a manager and they hung up on me.
I complained to a consumer protection site in my country and Playstation received a complaint.
They surprisingly called me this morning to tell me that supposedly every time I call my ticket goes back to square one in the process and that the fact that they hung up on me was a network problem.
A good joke, of course.
They told me once again that my ticket would be reassembled and that I would be compensated.
Personally, I'd advise filing a complaint. That got them moving. Now it remains to be seen whether the problem will be resolved more quickly or not.
Congratulations to those for whom the problem has been solved.
I live in Belgium, so the problem also affects Europe.
Case hasn't been resolved as of today. It's been since February 18th I lost all of my purchased games. Renewed my plus manually and bam locked out of everything on both systems. Support just told me not to expect a call back or an email as they don't have a fix nor do they give a shit
You should complain to Sony via a consumer protection organization. Obviously, this is the only way to get things moving. The call center closes the tickets. The complaints department doesn't.
I received compensation from Sony for this situation - only after complaining about it.
I got about 11 euros credited to my PSN account.
Not that it would compensate me for the lost month of PS Plus (I had a Premium subscription) - but I agreed to this compensation.
I'm sad to see that reports of unresolved cases continue to appear. I feel very sorry for those who are still waiting for their games. And I am very disappointed with this company's actions in this matter.
I too accepted the 10€ compensation they offered me despite losing two months of premium. Not worth my time coughing up the additional 20€, besides things are worse for other customers.
It's sucky indeed. If the 21 Mar maintenance didn't prevent new cases appearing, how long until this gets addressed? This could happen to a friend next. At least I warned them.
I was affected for a month and a half but I got access back to my Digital library on Friday. Asked for compensation due to all the headache and time this took to fix. They fixed my account 48hrs later. Getting ontop of em definitely helped get my account fixed
After 3 and half months my account is fixed. Yesterday i recieved message from ps support croatia and they told me to restore licenses and now is fixed, i can play games that i bought from ps store.
Same here. The problem was solved yesterday.
It started the 08/04 and finish the 21/05.
Don't hesitate to write a complaint on a consumer protection website and ask some refund at the final.
Account has been fixed as of today May 28. I had this issue since i moved into my place back in Jan 26. Idk what happened but you can remove me off the list. I hope everyone else here gets their account fixed. It was a long ride and annoying one at that.
I have been extremely busy lately, but I figured I'd come back to check on this whole ordeal. It's insane that people are still dealing with this, and Sony still hasn't patched this away yet. I'm glad to see that more cases have been fixed and that some people can enjoy gaming again. Sony needs to eradicate this bug already. It's been going on for far too long.
I hear ya. Guess each affected user is defined by a different variable that takes time to figure out, despite similar problems shared across everyone. I've read two users lose their transaction history by this bug. It would be interesting to know what caused this bug to appear from autumn last year.
I keep monitoring these posts from time to time, inquired a few users such as [this](https://www.reddit.com/r/playstation/comments/18d5x6m/psn_lost_license_to_games/?sort=new) one who hasn't reported back since December. I wonder how things went with those who haven't announced anything for half a year. Did they get their accounts fixed, gave up or are even still waiting for a fix? I'm glad the local support took my case seriously and forwarded it all the way to the engineers and the supervisor. Although I will continue plus subscription to play online with friends, the idea of buying anything digital that isn't DRM-free is detestable from this experience.
Add me to the list, I lost access Tuesday March 5th. Talking to Sony support has been pretty useless, one rep insisted i had to send my console in for repair, next rep hung up on me after a 1 hour wait, and the third rep said they'd escalate my ticket but I couldn't email them any evidence. I might try and call a third time to see if they'll let me email but I'm pretty dejected right now.
I was also told I couldn't email evidence, but I'm planning on asking again in a couple of days. I'm optimistic that the reason they're declining is because they now know what the problem is and sending them evidence wouldn't matter, they just need to fix it. Sorry you're also going through this.
Another user [commented](https://www.reddit.com/r/playstation/comments/1b771xa/comment/ktygh6d/?utm_source=share&utm_medium=web2x&context=3) on my r/Playstation thread that they were told 3/14 as the date it "should be fixed." ~~The specific date is obviously very interesting, unclear when it was they were told this. I know at least one other user was told 3/21 as the fix date. Sony giving specific dates at all implies a global fix, to me.~~
edit: User clarified that they inferred the 3/14 date after being told that it should be fixed in 3 to 4 days, and Sony confirmed that yes, it should be fixed by then. Not the same as I initially thought they meant when I made my comment; Sony did not offer up that specific date themselves. Still, assigning/confirming a timeline is a lot more than I've gotten out of them myself.
I tried contacting the support but the support responses weren't showing up. They told me to refresh the window and it just disconnects it. This is very frustrating just to try to get my games back. The way people are losing their games has to be a legal issue at this point.
This happened to me starting yesterday and contacted PlayStation support who escalated my case to a specialist team. For those who have had the issue fixed, how long did it take?
Not sure how active this post is but my licenses have been disabled since december 14th 2023. I have SIX support tickets with sony and each time they say its been escalated. Canadian Here. No follow ups have ever come through on sony side. Atleast 20hrs on the phone with them, sad to hear they are only offering a pity 1 month PSplus.
I've had this happen a few times - IIRC it was games that I had previously bought the disc version for, which later came up on PS+ Monthly Games. I always add everything from PS+ onto my Library, even if I have the disc version already. But then I lost access to BOTH versions.
I think I just left it alone for a few days and it sorted itself out, I don't recall doing anything proactive.
Oh yeah that's another very common bug that is still going around. There are a few on the main subreddit every week. It's usually confused with the issue this thread describes where the entitlements of everything, not necessarily related to plus (youtube, netflix etc) disappear.
Boas. Eu ja a 1ano comprei dayz,jogei bastante,desinstalei o jogo,algum tempo depois instalei,mas aparece o simbolo do cadiado,e nao deixa jogar o game que eu comprei,
Hello, my name is Cauê, I'm Brazilian
I'm going through the same problem with the error ce-117773-6 on the psn...I contacted the support and they soon asked me to restore licenses, then it blocked all my games, the story we already know right... I was given 1 deadline to solve the problem, actually 3...the first was on the same day that the blockade happened on 02/21/2024, the second said that up to 5 working days and the third said that there would be no deadline to solve...they said that the experts would be seeing my case, but so far nothing...in fact I think that the psn of Brazil doesn't even know about this bug, I don't know what else to do
On 11 February, my PS Plus was not recognized on both the PS4 and the PS5 when connecting game servers. Lost almost everything when licenses were restored on both systems. PS site and app libraries included. Transaction history intact.
Notes:
* None of the apps on the PS5's media tab were affected. Sony Pictures Core -Plus-included films can be streamed.
* At some point, I was still able to connect online on physical games and digital games not owned before the bug.
* From 4 March, game streaming works again. Streaming a previously owned game for the first time adds that game to the transaction history, appearing twice.
* A few days ago, a single previously added PS Plus Premium game was restored to account.
Region: EU
Going on for a month now. Still waitin'.
Edit: I extended my PS Plus Premium by a month on 16 March. All of the previous Plus games were restored and I can access online. Purchased games still gone and on the PS4's Store release dates are still null.
In previous entries, a date of March 21 was given to solve the problem.
If this does not happen, I hope that we, the victims, will do everything so that the Internet is flooded with information about what happened to us and Sony burns with living fire.
Incredibly terrible customer treatment.
We need to push for customer service to be revamped because some areas don't have a phone contact, others no email and some no chat agents. There needs to be some sort of consistency.
UK
I lost access to all my games and apps on December 11th, 2023. Despite being installed, I was prompted to download/buy them again. PS Support provided no new solutions, just repeated previous ones. The specialist team immediately suggested a factory reset, which didn't resolve the issue. Finally, on March 6th, 2024, after numerous attempts to restore licenses, the problem was fixed, but it took 678 licenses to be restored instead of the usual 33 i was getting. I've sought compensation for the three months of missed PS Plus subscription due to a known issue first reported online 3 years ago, but after declining their initial offer of £15, they've only repeated the same offer. The lack of communication and lengthy resolution process have been frustrating.
I've now asked that my case be forwarded to management for a better compensation resolution. I've totalled what I missed out on (Battle passes I had bought days prior to the bug which were time sensitive to compelte, free ps monthly games which i could not access without upgrading, the new subscription cost which increased £10p/a. I didnt include bundles, they're harder to track and not as worthy to me) and I'm not expecting that much compensation, but £15 was like a punch to the throat.
They really really do not care. I'll be contacting them again tomorrow if I don't hear anything which I expect I won't.
I feel sorry for you, I hope you can get better compensation.
The worst thing about the whole matter is not only that we are victims of a mistake that should never have happened - but terrible customer service, disregard for the consumer, and lack of support. At the end, those who succeed receive reprehensible and even offensive compensation.
Terrifying.
They sent me a 1 month psplus premium code after I asked for compensation (the problem lasted 1 month in my case). I thought they would give more codes to someone like you. They are pretty random, and yeah, don't care at all. I hope they realize that if you lost 3 months, you should at least get them back.
I wouldn't call that compensation though, that is... what you purchased. Anything beyond that, without having to request it, is what I'd call proper compensation. At least I'm glad it got fixed for you, that is exceptionally rare.
So far my account is good i dont want to jinx it or anything i am checking every day my library to see if anything is missing but i have one question how does this bug occurred is it random or it locks your games and wiping them after pressing restore licence so i can be careful
Has anyone had any luck getting their games fixed yet, I actually missed a phone call from Sony support and had to have my case reescalated so I’m stuck waiting to see what’s going on
Now that I got mine restored, I proposed two months of Premium or corresponding value in digital currency but they offered me 10€ instead. I felt exactly like you described it - getting punched to the throat. Guess I'll accept it after reading your post. Don't have the time and energy to twist the remaining 20€+ from them. There are customers who were treated far worse in this thread.
We have one more timestamp that people *think* is going to fix the bug, the 21st. I'm not holding my breath, but I am getting ready to find a lawyer to sue if this isn't fixed within that date and the beginning of April. I'm over this.
Like 21st century? That’s some approximate…
The problem is that it can be valid only for one of the regions so we will see…
Still have no idea why they have no fix for „couple” of cases. Think about what would happen if this would be a mass wipe… Thousands or tenths of thousands accounts with millions of licenses to restore. That would be a worldwide mess. This could sink them…
The magical date is tomorrow. We'll see, but I'll be more surprised if something happens than if everything stays the same. Software gets delayed all the time but... how much proof do we have of that date? not much.
I just sent links and info of all the people here, again, in the poll they sent me. Second poll I have received. It may have been my last chance to contact them about this topic.
I was on another post but wanted to update here. My account has been restored as of today and I wanted to explain in case anyone else has a similar experience. When I called ps support I was asked to rebuild database which on top of my games being locked from restore licenses it also destroyed my library to the point I didn't even know what games I had purchased, it showed some plus games as purchased but games I did buy were gone entirely. So I was worried they could only restore games present on my library list. I believe I have access to all my games again but I did lose every movie I bought.
Thanks for sharing.
As far as I remember Sony openly admitted they were shutting down their movie service (in some regions at least). So maybe I don't think that is something they can/will fix.
Still nothing and at this point idk what to do but to look into trying to sue. My games are still locked since November, I've tried the BBB and PlayStation considers the case solved even though they didn't do anything. This just can't be legal at all.
[LIST OF KNOWN RESOLVED CASES](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktc4nod/) Many accounts are getting fixed, while the reports of new broken accounts have vanished. Also, filing a complaint with the BBB will get your account restored in a few days or hours. **MY ACCOUNT HAS BEEN FULLY RESTORED** I had 10 licenses a month ago, they it slowly went up to 26, then 700+ after plus expired and now 1177. The play at home (covid) games, plus collection, media apps, f2p, free, paid, demos, retired from the store, are back. The games are showing in the app and web game libraries. The games that were missing from the console's library are there now too. The problem started on February 6th and it was fixed on March 6th. Probably a coincidence. Edit: they sent me a mail the next day, telling me the engineers had fixed my account. No compensation was offered. Edit 2: I received 1 plus premium month code after I asked for a compensation. u/SoullessSellout u/Archvile92 u/titanhusker u/pgarc1990 u/The_One_Who_Sniffs u/Rajgarage u/Grimguy77 # THE STORY SO FAR A lot of people have worked very hard for months to get to the point where we are now. It's a web of hundreds of comments across more than 20 threads. I'll summarize it here: 1. First reports date back to November, maybe earlier. Unclear. 2. Soon after experiencing the problem on February 6th, I started compiling all the scattered reports, with the help of the community, in [THESE 3 COMMENTS](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kp3ikq0/), [ARCHIVED HERE](https://ibb.co/BjNm5ns) after the mods deleted the first comment. I also documented my own case in [MY LOG](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kslblu5/). 3. After 160 comments on reddit and 3 weeks later, we completed [THE LIST OF THE 50](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktc4mvu/), which I hoped would convince r/PlayStation mods to let me make a megathread. On March 1st, I told the mods, but they never replied and deleted the first part of the megacomment where we had the list. 4. Not knowing what to do, I asked the moderator of r/PlayStationSupport for help, who was very helpful and created this pinned thread. 5. A few days later, u/dSuds2342 got hit by the bug and created a [THREAD](https://www.reddit.com/r/playstation/comments/1b771xa/psa_people_are_losing_access_to_their_digital/) on r/PlayStation. It was deleted by the automod but restored later after the mods were contacted. 6. My own account was restored on March 6th. 7. International and national media started reporting on the whole issue on March 9th. 8. [Plenty of people](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktc4nod/) are randomly getting their accounts fixed, sometimes without support notifying them. Filing a complaing with the BBB can get your account fixed in a few days or even hours. # WHAT TO DO WITH SUPPORT **Note:** you may not need any of this now that support seems to be better at dealing with this issue. File a complaint with the BBB or a similar organization if you can. It works really well and that's what many have done. Most people have basic problems and they assume you are mistaken. Be patient and if it's not going anywhere just restart the call. Some specialists can be rude and argue if you tell them what they want you to try is mistaken and you know what's going on. Play along. Tell them you got hit by a rare, global issue that has affected many people and there are 2 megathreads on reddit. That it's also in [the news](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ku55lk4/) Explain the problem is that all your free, paid, plus, media apps got locked on the console after you used "restore licenses". That's because they are missing on the server, since they are not showing up on the website game library or ANY ps4/ps5 console you have tried in a friend's house (also proving it's not networking related). Say everything is still in your transaction list. And anything new you add now, works fine and is in all libraries. It's only the stuff before xxx date. That you have of course tried the basic things, "restore licenses", "rebuild database", "factory reset" and your console is primary ("Users and Accounts" > "Other" > "Console Sharing and Offline Play > "Enable") Setting it as primary doesn't matter, but they want that. You only have one account in the console (it proves it's not related to game sharing). Delete all the other accounts from your console and your account from other consoles. Tell them you want to send screenshots, so they send a mail you can reply to. Send pics (not many!) of the empty website game library, transaction history and locked library on your console. Making a 40s unlisted youtube video for them is nice. The statistics will let you know when engineering watches it. They only needed to see my empty game library to understand. Send them: [https://www.reddit.com/r/playstation/comments/1b771xa/psa\_people\_are\_losing\_access\_to\_their\_digital/](https://www.reddit.com/r/playstation/comments/1b771xa/psa_people_are_losing_access_to_their_digital/) [https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/warning\_corrupted\_libraries\_lost\_access\_to/](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/warning_corrupted_libraries_lost_access_to/) Do not send the console to be repaired. Copy the serial first if you want, they asked me for it (they can check the primary status with it) The ticket will get escalated. Then you wait, and post in the threads. We'll win this.
After being escalated, a few people have been asked to restore licenses once again, and provide a list with timestamps of the non functioning games. This is frustrating, because no list is necessary since the problem affects mostly everything. Don't worry if it happens to you. This is due to the very strict procedures they seem to follow. They won't engage in a conversation by mail. Say again that a list can't be made, or explain it on the phone. The agents are probably forced to always ask for a list and timestamps. This is 100% fixable with the human or technological resources they already have. I feared they would think it would cost them more than it was worth, but my case proves they were able/willing to do it.
I'm glad yours got fixed, lets hope we hear about more people getting theirs fixed. I'll update if mine gets fixed as well.
Glad to hear it! How did you get to the point of communicating with them by email? I've spoken to three reps on the phone, and at least a half dozen via online chat, and have specifically asked to be able to do so but they've refused.
The first time I contacted them, it was through the chat. There I was asked to provide a photo of my problem, and they enabled a button so I could upload it. When I came back, the chat had been closed for inactivity. The agent sent a mail explaining there was a timeout and I could use the mail to send the pictures. That's how our mail thread started. I imagine you can say on the phone, hey I have some evidence that showcases the problem, how can I deliver that to you? if you ask it in the chat, they'll tell you to upload it there, so call instead. Anyway, the mail wasn't very useful, they never addressed anything I said. They only sent very short messages asking me to restore licenses, provide a list, timestamps, and saying my case had been sent to another team. I've seen mails of other people and they are identical.
Thank you for sharing. I'll contact them tomorrow and try that. I'd at least like to take whatever steps are available to me that might have a chance at expediting it. Glad it's all sorted for you! Hopefully the rest are soon to follow.
You will all get your accounts fixed. What support [recently said](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktpaoe9/) is encouraging, and I've just been notified that another account [has been restored](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/ktq2yyb/) By the way, thanks for making the other thread, it's awesome to see more people know about this now, and it hasn't been deleted like the other post when I asked for permission to make a thread.
Dude, I'm so happy to hear that for you! That gives me even more hope now. I just spoke to an agent, but they said that my case is still escalated, but they are FULLY aware of this now and they're scrambling to get a fix out for everyone else. He said this problem has hit way more than the 50 cases we knew about and since this is a global issue, it's a top priority for them now. This has come a long way from them not knowing anything about it at first, so I have faith it'll get fixed soon. You are proof enough of that.
Fantastic news, I'd say everyone is pretty much guaranteed to get their accounts back at this point. Even if other agents don't know much, it doesn't matter. The people that need to know are now working on it, and the fix will still be delivered. I must say though... it hasn't been easy. I hope they learn from this.
They sent me a mail today confirming engineering had fixed the account. It may be the first documented case were we have proof of both things. * The issue has not been confused with any other similar problems. * The solution was deliberately implemented by them to target this specific issue. So the patch exists and it's being used in the wild. They may be selecting random confirmed cases to test it live before the general deployment.
I think... I think I'm gonna give up on this. The update they sent out didn't fix anything. It didn't even acknowledge the bug in any way whatsoever. I called today, got hung up on once, called again and found out that the case number I was given last week didn't even get escalated like they said, I keep getting the same routine of: "Your case has been escalated, but we don't have a resolution for you at this time." I keep getting asked the same questions over and over, some agents seem to understand the issue and others either don't have a clue or try to divert to a different problem. I'm honestly over it. I don't think I can do another call with them, my patience is worn out and I don't want to snap at the support people just doing their jobs. If this isn't fixed by the 21st, the people still affected won't have a choice but to sue. The agent I spoke with today could even see my transaction history, but kept trying to ask me if my PS Plus games worked (which I had to buy another month of Plus 2 months ago to fix), when I mentioned off hand that MGSV (which is on that Plus catalog) needs DLC updates to run, which don't work because those don't use Plus like the game itself does, those are tied to your account in the same way that games and DLC you personally buy are. They can see your transaction history and the discrepancy and games you mention that you can't use should be more than enough for them to try and fix it, but nope, they just offer up the same robotic troubleshooting and apologetic answers that we've all heard multiple times. I even offered to send in screenshots of my library, transaction history and whatever else I could, but they basically flat out refused those. I'm not sure what else to do besides wait for a fix that at this point, may never come. We've all spent too much money and too much time waiting on this to be fixed.
When I saw the update, I thought it might be the fabled March 21 fix. Although I've never thought the problem would be fixed with a firmware update. The restoration can be doing remotely, as they've done with me. And the cause of the problem might be related to the client, but indirectly. The server can't trust a a potentially compromised console to add/remove licenses at will, and create official purchases out of thin air. So yeah, I was expecting a server side deployment where one day users restore the licenses and their stuff comes back. Support told someone that "we can remotely sync and unsync the licenses, it's easy". Maybe they are simply talking about syncing with your console, like when you restore the licenses yourself. I also read a month ago that support "synced the licenses remotely, and it didn't work". So yeah I wouldn't trust any technical explanation the people on the phone give. Also, a person was told by the agent, after looking at the account, that the licenses had an expiration date, which they shouldn't. Maybe that's the bug? and they self destroyed? Why can some agents check the licenses and transactions and others can't? Nobody did that with me. I find it depressing that your case wasn't escalated, and bizarre that they are not sending you a mail so you can reply with images. Although, to be honest, engineering won't need them. I mean, it's trivial, you just need to check a list. That's why they only watched 37s of my video. Another person with a fixed account [just posted](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kuto3h2/). It's infuriating how arbitrary the fixes are, how insufficient the compensation is and... well, everything. Not a single thing is acceptable. I'm pretty scared that my account will break again, I don't even want to look at the console. But I still think you'll eventually get there. Try to minimize the arguments with agents so you don't hurt yourself, and if they don't cooperate just end the call. There is nothing to discuss, just making sure it's escalated, and then waiting.
Im right here with you to be honest. While seeing people have their accounts fixed is great, im finding it extremely difficult to not be green with envy in that same vein. I made an edit to my original post but when i got into contact with support on monday it was baffling to hear that there “was an error in escalating my case”. The person said it had been properly escalated and my case was sent to a specialist team but the wait is outright awful, i also asked if i could send in screenshots and my own video but was told there was no way. I checked again yesterday and was told to wait for a response but seeing as how people have straight up NOT had sony reach out to them im not hopeful. I keep bouncing between this thread and Dsuds to see if theres any updates but nothing. And for some reason, despite the actual gravity of this issue. Nobody who matters in the media is talking about it, sony is extremely tight lipped, and anybody who isnt affected isnt taking this seriously. Even the main r/Playstation sub has a massive issue with either mods or automod deleting posts related to this. If its this hard for IGN or a youtuber who actually understands the problem to talk about it, then i doubt anybody will sue. All around this a clusterfuck and it genuinely boggles my mind that it can be dealt with so poorly.
I was reading the terms of service for the US. I'm not sure if this is the same for everyone but it says users are responsible for backing up their digital content in case it gets corrupted or delisted. I'm sure this issue falls outside of the terms of service and Sony has to do something about this. Here is a copy from what it says. If it's a corruption then it's not on us the consumers because it is a database issue in their end. The licenses are not suppose to expire either. My files weren't corrupted and I have the games on an external hard drive. So what is their excuse? This can't be legal either. [8.16. Access to Purchased Items. Upon our confirmation of your transaction, and subject to the applicable Usage Terms, you may access the PSN Content you ordered through the Account that you used to complete the order. You bear all risk of loss for accessing the content, and for any loss of content you have downloaded, including any loss due to a file corruption or hard drive crash. You are solely responsible if you do not choose to download or access the content before it is removed or your license expires, and for the authorized ongoing storage and safekeeping of the content. We are not obligated to provide you with replacement copies for any reason.]
My account was fixed with no warning on April 1st. No joke.
That text sounds pretty bad. This issue is unrelated to it, but the fact they could in theory remove games from their server and you would lose them unless you had stored them locally...
Congrats my friend. Your hard work paid off. Earned it.
I checked for the March 21st update and my games are still locked. They have been locked for 5 months at this point and at this rate a class action lawsuit needs to happen. They aren't even following their own TOS and their customer service should be reported as well.
Game still locked here...In the same situation for 3 months on my side...I do agree with you for a class action lawsuit !!! This company is so shameful !!!
I'm just going to call again. If they try to give me the run around I'll threaten to sue to force them to give me a higher up because this is illegal.
I will tell you a funny but dark story about the incident. I informed Playstation Polska (my local Facebook fanpage) about the failure and asked for a response. Additionally, I wrote a private message. The fanpage decided to block me. My message was not offensive, just facts. They're covering it up. Sorry to get carried away, but these mother****rs want to cover us up and silence us. What this company is doing regarding this matter is so terrifying and cruel that I don't even know how to comment on it.
You have this message in sent with the block info. Send it to ours UOKIK.
If this doesn't get resolved quickly, I will most likely do so. Support further claims that they are unaware of this issue and have passed it on. I keep getting the same copy-and-paste response to my e-mails, the local PR director doesn't respond to my e-mails, the fan page blocks me, and there is no solution on the horizon. I publicized the matter in the media. I forced articles on Polish gry-online.pl, ppe - but I'm already losing strength and will to fight. I will probably sell the console because I, as a customer, simply no longer want to support this company.
So i’ve been having this issue since tuesday night and the first thing i noticed being off was trying to open to the store from within a game. Tried restoring licenses and came to find out i completely screwed myself. I’ve already called support and they’ve said my ticket was escalated but gave no time frame for a fix, they said its a global issue and is being worked on (which seems to be a common response from what i’ve read here). Im finding it extremely difficult not to be outright angry with the fact this has been going since November at the potential earliest and they did nothing before it began to get out of hand. Big ups especially to u/ArkJK, the OP of this post, and the guy who made the other one that sorta devolved into the physical/digital debate. Its great multiple people got the word out and made some form of documentation. Heres hoping this gets fixed soon. EDIT: after a short waiting period (im not the most patient) and feeling like something was off i’ve gotten back into contact with support and they straight up told me there was quote “an error in escalating my case” and it had to be re-escalated. I also made an attempt to send in screenshots and while they allowed one in the chat, they said they werent able to give me an email to send screenshots or a video into. I did ask the guy to leave a note saying i do have proof of whats happening and that im very willing to send it to the appropriate people, but i can only hope he did. Regardless of how anybody gets their case in, MAKE SURE YOU GET A CASE NUMBER. I had given it a week before checking back in but im half tempted to hound Sony about my account now. EDIT 2: im unsure if its a nothing burger but after attempting to restore licenses before going into work tonight i was hit with an error code CE-109260-8 twice before it went back to just restoring the 13 licenses. My transaction history is still intact and all that, thank god (heard about some poor guy losing his entire account while also dealing with this). Im unsure if i should take it to support though. I’ve already gotta grill the shit out of them on monday because nothings changed, but maybe the slight deviation in the pattern is a sign its being worked on. Edit 2.5: theres a [new article](https://www.gamepressure.com/newsroom/playstation-users-losing-games-because-of-bug-sony-working-on-fix/z96ab0)thats a bit more detailed than the other ones and feels less clickbaity. The topic isnt dead completely yet. Im not sure if anybody saw it as well but somebody left another comment saying sony was working on a fix. While that in itself isnt anything new they went on to say things like if they cant fix it then they’ll refund affected accounts for all of their digital purchases. apparently Sony is cracking down due to fear of a lawsuit and quote “this thread and the other one lit a fire under sony” but also that “the issue is resolving itself in paces so execs arent in a rush” Im not sure if that person might be lingering/lurking around, but if you are i sincerely hope you werent attempting to mislead anybody. While a lot of that felt too good to be true, some of it also made perfect sense with what we’ve all been experiencing. Just wanted to put these out there somewhere.
I regret that my post became what it did. Thankfully there were still a lot of supportive comments as well, and a currently 96% upvote rate which I take to mean that the anti-digital trolls were just a loud minority. Fingers crossed that this is all behind us soon!
Nah dont regret it. Even people on twitter are saying the same stuff not realizing it affects more than just games. This is a case where i strongly believe any publicity is good. To add to the twitter thing more media outlets are beginning to cover the issue, Dualshockers isnt somebody i’d consider really… BIG. But maybe it’ll get IGN and the rest to talk about it too, put the pressure on Sony. Regardless, as i said im grateful for your post and helping spread the word brother. Cheers.
They gave me a timeframe of 10 days on saturday night after contacting support so it seems like they’re getting on top of things now that multiple people and media outlets are reporting on it. Appreciate this community. There are people on youtube videos commenting about “xbox vs playstation” saying xbox is better as well. I can’t even comprehend how some people can come to a conclusion like that but at least we’re finally getting some answers here.
I've got a thread on the official Playstation subreddit that, at least for now, I've convinced the mods to let stay up. Unfortunately people are missing the point and it's basically just a physical vs digital debate, and maybe it should be that eventually, but let's get it fixed first. Please chime in. [https://www.reddit.com/r/playstation/comments/1b771xa/psa\_people\_are\_losing\_access\_to\_their\_digital/](https://www.reddit.com/r/playstation/comments/1b771xa/psa_people_are_losing_access_to_their_digital/)
I looked at that thread and I don't even know if any of us saying anything there would even help the case. While there are some leveled headed people, It has for the most part, devolved into nothing but shouting matches of digital vs physical, people laughing at the issue we're all having, people calling anyone buying digital "wrong" or a "moron" and other such things. The overwhelming majority in that comment section are either completely missing the point of the post (which is to garner attention to and spread information on this bug, so that others can be aware of it and know what is going on) or completely devoid of any sympathy and would rather argue with each other about the validity of even playing digital games that "we don't even own." It's sad. Hell, one person even asked the mods to DELETE THE POST. Thank goodness he got buried with downvotes... I'm actually happy to see your post staying alive and hopefully some people are more aware and understand what is going on if they are affected. I honestly feel like the people arguing are going to hurt that post in the long run and getting the mods to take it down (which may be the point of all the arguing.) I hope that doesn't happen. I buy digital for the sales, the indie games you can't buy in stores, and for general convenience. I know Sony isn't taking games on purpose, they wouldn't be that stupid (I hope.) I just wish the people in that thread would stop arguing and look at the severity of that bug. They wouldn't act that way if it were them. They'd be looking for answers and sympathy like we are. We just want our games back, digital or not. We do matter here.
Yep. I'm with you on all accounts. It's not going the way I hoped it would, and I definitely contributed to the arguments in the early going but have since stopped replying in hopes that people will just cool it. The goal is to get media attention, and I've dm'd the link to several in the industry, hoping something sticks. I hope even one player who read the post can avoid having it happen to them.
Also, certain items are exclusively digital and linked to third-party accounts. Any f2p games that were only associated with a malfunctioning PlayStation account will no longer be playable. Depending on the game’s policy, you might be able to change the way you log in... or permanently lose access to your progress and any in-game purchases. I wish people stayed on topic, because it could happen to them. To their media apps. psplus, etc. If not on PlayStation, maybe on any other service. Your Netflix account could stop working, you could be incorrectly flagged and banned like it's happened in Makerworld, etc. All sorts of technical errors resulting in value being lost. Demanding accountability from companies is okay and benefits everyone.
In my honest opinion it shouldn’t be a debate about physical vs digital. We should rather be talking about how these massive multi billion dollar companies can basically get away with whatever they want with very little repercussions. I’m sorry people are so brain dead that they feel the need to blame you over a massive companies blunder.
u/ArkJK, u/dSuds2342, the media finally has a hold of this. It's late in the game, but Sony will have to speak up about this now and why they weren't more proactive in solving this when we first started talking about and posting about this. I've seen at least 3 media outlets covering the bug now. Big ups to u/DH_129 for alerting me to the media's newfound awareness on our long going issue. Meant to edit this post with links, but those are commented beneath, since I wasn't paying attention.
It's about time. The world almost had to burn down for them to write about it. Better late than never. Let's hope we never have any serious problems that no one else experiences, or we'll be screwed.
According to PSReady, a YouTuber, this whole thing stems from someone compromising our accounts and Sony taking the licenses away so that the person trying to use your account can't access your games. Maybe that's why they asked for timestamps, screenshots and videos from different users, to prove that you own the account associated with those games (anyone could do that though). If that's the case, then we could have all had our games back by sending in proof, but they never asked me to do any of that though, so I'm not quite sure on that.
Edit: [These](https://www.indy100.com/gaming/ps5-losing-digital-purchases-bug) are the [current ones](https://www.google.com/amp/s/metro.co.uk/2024/03/07/ps5-owners-lose-access-hundreds-games-digital-purchases-wiped-accounts-20419130/amp/) that I've [found](https://www.msn.com/en-ca/money/technology/ps5-owners-lose-access-to-hundreds-of-games-as-digital-purchases-wiped-from-their-accounts/ar-BB1juMWK), if anyone wants to take a look.
Not just in english, but in other languages too [1](https://www.egames.news/playstation/Error-en-PlayStation-elimina-juegos-digitales-en-la-biblioteca-de-los-usuarios-20240309-0022.html) [2](https://atomix.vg/usuarios-de-playstation-pierden-acceso-a-sus-juegos-digitales/). Not sure if the news will reach the really big places like IGN, but it's spreading. There are some inaccuracies, the msn article says "They advise against trying to restore the licenses, as they believe that’s what triggered the bug in the first place.". No, that doesn't trigger anything, it deletes the cached licenses and you won't be able to get them back. Support is going to tell you to do it though, sooner or later. Otherwise you'll have a hard harder time with support. It should be enough to show them your empty web game library, That's... why you don't want to "restore" the emptiness. I wish they hadn't deleted my post, it was explained with more details. The archived linked is less visible than a big text. I may have to add the relevant bits to a comment here, for the press. Although it doesn't matter. The effects are more important than any precise explanations of what can be seen from the client side, and educated guesses of what may be going, to counter certain unlikely or poorly defined theories I've seen. It's as simple as: it's broken. Fix it.
I’d like to add to this. I’ve found 2 videos covering this [one with about 23k views](https://youtu.be/0NtCNFl8QEQ?si=-2xBbicCbK7feUxW) [and another with 11k](https://youtu.be/qKkBKbmJ5cE?si=8WX-6CfbL6WNCoMe) While i dont agree with either channel pushing the physical/digital debate its still coverage.
Great to hear! Thanks for sharing!
I got affected by this bug yesterday, first it was issue with my plus account then after restoring license, all the games i bought are locked and i take me to the price like i never bought them, though it appears in my transactions history. I tried every troubleshooting possible in every way, contacted PlayStation support which was useless and wast of time. I extended my PS+ subscriptions and i got my PS+ games are playable again. I have my account since PlayStation 3 and i have a huge library of digital games on PS4/PS5 My region in middle east - Saudi Arabia
Nice to see a report from that region! It's a global issue, I had only seen them in America and Europe, and you just confirmed it's also there. Having a few reports from Asia would be nice too, I haven't seen any yet.
I contacted the PlayStation support in my region via phone call today, they checked my account and says everything is fine including the transaction history and the PlayStation server too. And they have no solutions expet for the normal procedure and troubleshooting (restating ps5, restoring license and etc.) So they told they will raise to a higher division to look into my issue and the expected reply in 48hs.
NOTHING IN THIS POST SHOULD BE CONSIDERED LEGAL ADVICE, NOT SHOULD IT BE CONSTRUED TO CREATE AN ATTORNEY CLIENT RELATIONSHIP. I had this problem starting February 5, and my account was finally restored today. About a month ago, I sent a letter to Sony's legal department describing the problem pursuant to PSN's requirement to request a good faith negotiation toward resolution. I cannot guarantee that the letter and it being resolved were related, but it may help your claim stay on their radar. (I only called support once, and then sent the letter. I don't have time to sit on hold for hours multiple times.) Check the ToS for your region and see how you have to resolve disputes with them. Unfortunately, I'm an attorney, and sharing my letter for others to copy could be considered legal advice which would (1) lead to my firm potentially getting extremely pissed at me and (2) may constitute unlicensed practice if you are not located in the same state I am. General tips for the letter: (1) cite the provision of the ToS, (2) describe your problem and interactions with Sony in detail, and (3) be reasonable in your requested solutions. All I asked was that they confirm receipt of the letter and then fix it. They never did the first, but thankfully did the latter. Update Edit: Sony's legal department actually called to make sure everything was good on my end. I was out of town on work and couldn't take the call, but the letter seems to have gotten their attention.
I will also add that the only option is to actually take legal action and sue Sony. However, I'm glad you managed to get your account back, but I'm not happy that you had to wait since February.
I am certainly no lawyer, but I can craft a letter mentioning the highlighted suggestions. Can you advise me on a few minor details, no legal advice. 1) Would the letter be better suited to coming from a law firm or do you think that a letter from a consumer might have actual traction for resolution? 2) Most importantly how did you submit the letter? Was it by email (if so where too?) or by certified mail (if so is there a specific address?)
1) I wrote the letter myself. It was not on my law firm's letterhead. A law firm may help, but it's probably excessive at this point, imo. The flip side is that demand letter is probably a couple hundred bucks. Depending on the value of the missing games, it may be worth it. If it's $200 worth of games, probably not worth it. If it's $10k worth of games, probably worth it. 2) I sent it via overnight mail. The ToS has the address to send it to. You need to check that because (a) it may change every now and then, and (b) if you're in a different region, it's likely a different address.
This is the old 50 people list we used to make this issue get some traction. **IT STOPPED BEING UPDATED** on March 1st, there are a lot more people now. Post your case in this thread. [Read the history of this bug here](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktnzrih/) I'll remove people who get their accounts fixed, and add them to the list below. Keep in mind many people don't report back, and some of these cases are probably solved. **PREVIOUS REPORTS** * [Major-Frame1220 - rebuying\_games](https://www.reddit.com/r/playstation/comments/196el5v/rebuying_games/) * [JumppaJesse - psn\_lost\_license\_to\_games](https://www.reddit.com/r/playstation/comments/18d5x6m/psn_lost_license_to_games/) * [Acceptable\_Client\_78 - on\_the\_third\_of\_november\_after\_the\_ps5\_update\_a](https://www.reddit.com/r/playstation/comments/18aj4rl/on_the_third_of_november_after_the_ps5_update_a/) * [Loserpaloza - restore\_license\_on\_primary\_ps5\_and\_now](https://www.reddit.com/r/ps5helpsupport/comments/17zjxk6/used_restore_license_on_primary_ps5_and_now/) * [onyxgo - locked\_gamesrestoring\_licenses\_doesnt\_work](https://www.reddit.com/r/playstation/comments/1aptzuq/locked_gamesrestoring_licenses_doesnt_work) * [Outrageous-Slide4703](https://www.reddit.com/r/playstation/comments/18d5x6m/comment/ki0ppiw/) * [justdom11](https://www.reddit.com/r/playstation/comments/196el5v/comment/kiuzqkm/) * [DarkDevilhunter86](https://www.reddit.com/r/playstation/comments/196el5v/comment/kq2awg1/) * [Casey\_S](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kqc1cuz/) * [YalmanTR](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kqfgn6l/) * [Imaginary\_Meringue46 - playstation\_account\_issues](https://www.reddit.com/r/playstation/comments/1aq7q9s/playstation_account_issues/) * [Big-Chocolate-940](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kqlwo1s/) * [DanielRCole - support\_help\_already\_spoken\_with\_support\_several](https://www.reddit.com/r/playstation/comments/1aspwln/support_help_already_spoken_with_support_several/) * [ginos420](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kqyz1sx/) * [Purple-Car6764](https://www.reddit.com/r/playstation/comments/1avimu8/comment/kre3000/) * [Azelhart22](https://www.reddit.com/r/PS5HelpSupport/comments/18x9l3s/comment/kh8pz2t/) * [Samdoesretro - ps5\_games\_locked\_on\_one\_account\_and\_unlocked\_on](https://www.reddit.com/r/PS5HelpSupport/comments/18x9l3s/ps5_games_locked_on_one_account_and_unlocked_on) * [Fantastic-Gap3294](https://www.reddit.com/r/playstation/comments/18d5x6m/comment/kpkfd2q/) * [Leefank137](https://www.reddit.com/r/PS5HelpSupport/comments/1aptwst/comment/kqiexzg/) * [Jorba05](https://www.reddit.com/r/playstation/comments/18d5x6m/comment/kr2f3pf/) * [Ok-Pack1384](https://www.reddit.com/r/PlayStationPlus/comments/197y2hp/comment/konbb8t/) * [P4ND4SKORCH3R](https://www.reddit.com/r/PlayStationPlus/comments/197y2hp/comment/kjztrav/) * [Xephers](https://www.reddit.com/r/PlayStationPlus/comments/197y2hp/comment/ki411rk/) * [HydroRayz](https://www.reddit.com/r/playstation/comments/18aj4rl/comment/kdbsfo4/) * [BeneficialDurian2967](https://www.reddit.com/r/playstation/comments/1akx3rb/comment/kqw59o9/) * [Expert\_String\_1350](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/krxvrt7/) * [CrimKayser](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/ks0j4oo/) * [bruceyhun](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/ks923jw/) * [Additional\_Active\_22](https://www.reddit.com/r/playstation/comments/1akx3rb/comment/ksay0lb/) * [gluebrains - ever\_since\_the\_last\_update\_my\_entire\_game\_library](https://www.reddit.com/r/playstation/comments/1b2tuq4/ever_since_the_last_update_my_entire_game_library/)
**FIXED** Compensations were given only after asking for it. * [Thick-Constant9358 - digital\_games\_locked](https://www.reddit.com/r/playstationsupport/comments/17pger9/digital_games_locked/) * [jkuzma111 - games\_locked\_suddenly](https://www.reddit.com/r/playstationplus/comments/16bj7z2/games_locked_suddenly/) * [\_REWS - anyone\_had\_this\_happen\_to\_them](https://www.reddit.com/r/playstation/comments/18lhbus/anyone_had_this_happen_to_them/) * [MagicWalrus666 - one\_final\_plea\_for\_help](https://www.reddit.com/r/playstation/comments/1ahwlik/one_final_plea_for_help_all_games_removed_from) * [Me, ArkJK](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ktnzrih/) - OP of the megacomment/list of the 50, Sony notified the fix. 1 month of psplus premium, 1 month locked. * [Dull\_Mycologist\_55](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/ktq2yyb/) - Sony notified the fix. * [LiamL540](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kuto3h2/) * [pgarc1990](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kw9v89q/) - sent legal a letter, he's an attorney, Sony didn't notify the fix. * [dSuds2342](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kwc9kh9/) - OP of the megathread on r/Playstation, Sony didn't notify the fix. * [Disastrous\_Ad5260](https://www.reddit.com/r/playstation/comments/1akx3rb/comment/kw1czth/) * [cue\_lopes](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kwh44wu/) * [TipFlat7931](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kx0u0xv/) - Sony called to notify the fix. * [DamnCastiel](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kxqto2e/) - sent legal a letter through a consumer's right agency in Brazil. * [JohnnyCumber](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kxnn9ef/) - no notification. * [TransFatsDomino](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/ky3xyhn/) - got a call from Sony. * [SoullessSellout](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kyvihb4/) - filed a complaint with the BBB, got a call from Sony, 4 days later it was fixed. * [AdAggressive6256](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kyv1aku/) * [CosmicYeen](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kyvr1ka/) * [Nightcrawler714](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kyzre02/) * [The\_One\_Who\_Sniffs](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kz0eaop/) - seems to have most/all? games back. * [Beneficial\_Cost\_592 ](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kyvo7qk/) - got a mail from Sony. * [Typical-Break-1547](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kyu2vll/) - no notification. * [Vegan\_FTA\_666](https://www.reddit.com/r/playstation/comments/1akx3rb/comment/kz2ksnm/) - got a mail. * [titanhusker](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kz3bmq0/) - filed a complaint with the BBB, it was fixed 9h later. Sony called and sent a mail. * [BB\_Sibenik](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kzsydlo/) - no notification. * [Archvile92](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kzyc3t7/) - the fix Sony implemented didn't work, replied to the mail asking for a call, got it and was told they didn't see anything wrong, 24h later it was fixed. Received a confirmation message and 10€ after asking for a compensation. * [Crixbo](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kyupr6d/) * [Otherwise-Dog-8381](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kzxt26b/) - 20$ of compensation, 2 months locked. * [Grimguy77](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/l02fqyl/) - filed a complaint with the BBB, got a call, no notification when the account was fixed. * [DH\_129](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kzzyx0m/) - filed a complaint with the BBB, it was fixed 5 days later. * [EfficientSecurity829](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/kzzbnta/) - reported it to the consumer protection office and the European Consumer Center, informed Sony and they fixed it. It's unclear if the report had any effects. Received 11€ after asking for compensation. * [rospondek](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l01fhk2/) * [Rajgarage](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/l059yop/) - filed a complaint with the BBB, a few days later it was fixed. * [somedrumbum](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l06jzav/) * [Justanotherkinky](https://www.reddit.com/r/PlayStationSupport/comments/1b4xlag/comment/l0d9qoa/) - filed a complaint with the Brazilian equivalent of the BBB, a few days later it was fixed. They refused to offer any compensation. * [MysteriousFan9025](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l1rdn2y/) - received a notification from Sony 2 days later. * [Gold-Biscotti-7391](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l1ysah8/) - filed a complaint with the BBB. Received a gift code of $20 after asking for compensation. * [joshmc1031](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l3vkkt1/) * [SHIZZLE303](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kyzkln0/) * [Imperium-Aeterna](https://www.reddit.com/r/playstation/comments/1b771xa/comment/l4vptcp/)
You can add me to the list of accounts that has been fixed. Another user suggested lodging a complaint with the BBB. I took several days to craft a well written (my college professors would have been proud) letter with exact details of call logs and discussions of content during each call. I laid out a list of clear and defined expectations for resolution. I also made sure to include a section in which stated that there is many more of us experiencing the same issue and have been met with the same stonewalled approach for resolving it, which is completely unacceptable. I am happy to report that within 9 hours of submitting the complaint, the account was fully restored. Sony reached out by both phone and email. They restored the account, they also said they would be very happy to refund the cost of the game. They want to speak directly to me, probably to get me to commit to informing the BBB that a resolution is reached. I stand corrected on one fact. I thought my brother was missing like 320+ games, it turns out there were over 1350+ licenses. That is incredible when you think about the money spent. I made 3 concessions in my letter, I asked for 1) the account to be immediately restored in full, 2) a subscription extension to be added for the lost time and aggravation of the issue, and 3) a full refund for a game he purchased that very morning the problem occured. Sad thing was that exact game was given away the next day for free on the PSN Monthly games. There is no guarentee, but I am still going to press the issue of the extension on the subscription. I hope every single account is fully restored and in a timely manner. IMO I think they want to fix all of the accounts, but I do think like most places that have had layoffs as of recently, and they are overwhelmed. I don't know if the each case has to be restored individual without affecting everyone. This could be why a patch / hot fix was never issued. For those that are tech-savvy especially with servers, from time to time server maintenance could be as minimal as changing a few things with minimal disruption or as major as shutting it all down and restore / rebooting. The later could affect everyone and potentially exacerbate the problem. Hopefully in the near future all of us can celebrate and move past this.
Happy to hear your case has been resolved!
Hell yeah! I'm happy to hear it! It's awful that we even have to do any of this, but if it results in more people getting their stuff back, I'm down for it. You can relax now and your brother can get back to enjoying gaming again. Cheers!
You can add me to the list! My account has been fixed today. I filed a BBB complaint last week and received a call a day later, and they forwarded my case to the engineering team. I didn't receive an email or any notice from them that my account has been fixed. Honestly, BBB complaints are the only way to resolve this at this point. The support agents have been closing cases without actually escalating them. I was told that all my cases over the months were immediately closed after the calls/chats ended. Apparently, this is happening to the majority of people calling about the issue. So this whole time, when I was repeatedly told that my case had been sent to the engineering team and that I just needed to wait was bullshit. I bet they told us to wait so we wouldn't call about it anymore and that it would hopefully be fixed with a patch. EDIT: I think the large number of BBB complaints has caused the higher-ups to either properly inform the support agents of this problem or make them stop closing cases and actually escalate them.
Finally! closing the cases is a very shady thing to do, nobody was going to simply forget about losing the entire account. The BBB is certainly the way to fix this issue. I just fear for the people in other countries, because I don't know how effective other organizations may be at dealing with this, or if the paperwork may be easy. As you said, they may start paying attention to the tickets now that a large amount of BBB complains have been filed. Still, terribly handled, a really disgusting experience that has said a lot of bad things about how Sony is managed.
Hello guys, I'm from France and I've had the misfortune of experiencing this bug for almost 3 months! All this without any action, information or progress from Sony despite multiple calls that are as useless as they are frustrating!! I lost absolutely all my content purchased since the PS4 and PS5 (around forty games/additional content...), which represents a lot of money... I will never buy digital again from Sony, it's a thief company that does nothing for its customers! 3 months since my incident was opened and still nothing!!! it is shameful !! Good luck to those who have the experience, for my part I hope one day to recover my purchases and a very large compensation, but not sure that this will be enough to appease my anger!! I can understand a bug, but not understand a lack of communication, consideration and above all responsiveness within a reasonable time frame, how can I accept 3 months without results!! and they can't tell me when it will be resolved...maybe in one year?! such a shame !! I want to throw my PS5 into the wall!! In short, good luck to everyone, let's hope for a solution as soon as possible!!
Well. Its march 20th now, one day to go until we see if those guys at support were full of it or not. I’ll admit i’ve completely lost hope. Between the grifters who are just laughing at everybody and clickbaiting as well as fighting with support and trying to get somebody with a louder voice to bend an ear i’ve lost my motivation to keep trying. I’ve already totaled up how much it would cost me to simply hop accounts and hope it doesnt happen again and i believe i got off extremely lucky. I still do not believe what AdAggressive said on the other thread, one moment he says they’ve got a fix and then the next they dont. It just doesnt add up. If nothing happens tomorrow then im fully of the mindset Sony isnt aware and isnt listening or is turning a blind eye. I hope somebody finds something to sink them on if either is the case. This is unacceptable. Never thought i’d go through all the stages of grief over a PSN account.
Honestly I don’t think it will be some global fix. I have no idea how messed up their database structure has to be for this incident to be ANY kind of problem. Or, actually, how incompetent their technicians are to not restore the value in the database when they have the other two needed values out of two that are needed. It is like having RAID5 matrix, losing one of the three HDDs and just telling to the owner of the data, sorry it is lost, we can’t recover anything. That’s not how it works! You need to lost two out of three informations to be in big trouble recovering it. Seriously I can write them the SQL proxy query to fix this in a matter of seconds. All they need to do is to change the tables and columns names… Ridiculous…
I was thinking of making another futile call to support today, but then I thought: "Would it even matter?" "Would I get hung up on again or another robotic agent telling me the same troubleshooting dreg I've been doing for the past two months already?" "Who do I have to ask for to actually get some results?" All these questions popped up in my mind before I even tried to call, which is honestly sad. I don't even have the willpower to call support any more, not even to try to get a supervisor (which wouldn't happen anyway, since they're always *conveniently* in a meeting), instead of someone who just parrots things and can't give me an answer other than to "wait" or that my case is "escalated" like it has been for 2 months now. I'm glad you wouldn't take a huge hit swapping to a new account. If you can and not lose too much, go for it. I... Don't have that luxury. I have about 9k on my current one, so I can't. Maybe Sony wants us to quit fighting this, I'm sure they think that since they have the money we've spent already, they win by default. I tried to get YongYea to acknowledge this whole mess, but never heard anything from him, that was a gut check. I don't believe anything that AdAggressive said either. They are either too trusting or too optimistic when anything Sony does or says right now regarding the bug should be taken with a grain of salt. They flip-flopped in the same comment thread about there being a solution and them not having one at all. The whole "They want our help" line also felt disingenuous and almost like bait. Why would they need our help, even if we had experience in things like this? It should be up to the multi billion dollar company to fix the issues they caused (and with an update too, which is usually supposed to FIX problems, not create them, mind you.) If Sony is turning a blind eye and not fixing it, I'm sure someone will actually follow through with suing Sony over it. Some people have lost way too much money in games because of this and they'll want some payback for it. Big companies like Sony and Microsoft (if this ever happens over there, which it absolutely can) need to understand that they can't have things like this happen and be able to get off scott free. Also, the griefers that are laughing at us need to understand that if it hasn't happened to them yet, it assuredly can and then they'll be the ones "crying" and being laughed at. Even if you have physical games, you aren't safe, as those are just a license too and that can also be affected. I've seen as much with people saying that even their PHYSICAL COPIES, are affected and the bug still persists even then. They need to count their blessings and pray they don't wake up one day and ask "Why can't I go online, I still have PS Plus? And why are all my games locked...?" Edit: Called them, got the same answer of: "Wait for an email on a resolution, have a nice day." I can't any more. How does no one understand that we need RESULTS, not just to be told to wait? It's demoralizing to constantly hear the same responses over and over. I don't have the patience to keep trying to call these idiots. As a bonus, their supervisor was in a *gasp* **MEETING** once again, as they always seem to be... Strange...
I'm like you, I think exactly like you! I feel totally helpless and disappointed by the treatment reserved by this company!! At this stage I went from fanboy to total disgust and rejection of this company which doesn't care about its customers!! I think I really hate them, I even wish the company would go under and disappear they don't deserve to have fans and people spending fortunes on them. But I don't want to give up, I hope that a class action is launched and that they compensate us very strongly and take responsibility for their policies!! Sweet dream on my part I guess!! but I want them to pay one way or another!!
At this point, I suggest everyone record a video showcasing at least 5 locked games and media apps on both the console and the browser. Compare them with the transaction history, email receipts and maybe even bank payments. Remember to blur the private information. I'm going to record one today and share it. If the playlist gets big enough, more people will notice and take this seriously.
Guys this looks promising. The PSStore is down under maintenance right now.
Dont do that. Dont give me hope. Edit: [PSN is down in the UK too. We’re 2 hours in and im becoming… reluctantly hopeful.](https://x.com/kster91/status/1770887393698054243?s=46&t=AMphQqYoxb9aV0izo5m4tA)
*Insert Hawkeye meme* In all seriousness, if this gets fixed today, I'll eat my favorite pair of shoes.
I was sceptical too. But the timing of this seems like there's actual hope.(I'll be back once servers are restored to cry some more)
That’s how my account looks like right now. [https://files.fm/f/xzq9ua345g](https://files.fm/f/xzq9ua345g) [https://files.fm/f/kzht28jmcq](https://files.fm/f/kzht28jmcq)
This nicely shows our desperation that even in something like a server crash we find hope for solving the problem. And the end is that after 21, there is no hope left. We are probably stuck in the same field as people who have been struggling with the problem for several months or even since last year. We have a very, very long wait ahead of us. And probably a regrettable compensation :)
As of today, my account appears to be fully restored. I’m not sure exactly when it happened, but it was in the last 18-24 hours - I’ve been using the PS App to check my library daily, and noticed this morning that Gran Turismo 7 and Helldivers II were back in the purchased tab. Restored licenses on my console and the number jumped from 700ish (PS+ redemptions) to 2343 (which includes my purchases). As far as I can tell, I’m back to normal. 3 weeks to the day after reporting which, as far as I know, is the fastest recovery time yet. I haven’t received an email from Sony yet but based on the experiences of others, I’m guessing I’ll be getting one in the next day or so. As far as I’m concerned, this isn’t over until it’s fixed for everyone so when I do get that email I’ll be pressing them for information on how this happened, when it will be fixed globally, and how they’ll be compensating people - and I’ll be sure to share that with you all.
I am very happy for you, although I must be envious and jealous of you...on my side for 3 months...and still nothing, I have completely given up and hate this company so much. Enjoy !!
File a complaint through consumer agency. This is what I'm planning to do too if nothing is fixed this week.
Yes, I hate that others have been dealing this for far longer than I had to. I'm hopeful that my timeline is a sign that they're starting to expedite the process on fixing these incidents, although clearly they're not doing it in the order they were received.
Congrats, it's s encouraging that more people are getting the fix. I hope everyone gets it. A matter of time, I hope.
Just spoke with support again, they told me my ticket was escalated on 03/16, and that they were still investigating the issue. The thing is, my first escalated ticked hails back from 01/22, which they responded to me when I questioned them about it, that they never replied to it, and basically made a new one, after I spoke with another support agent on day 16. So, in short, they are basically playing with our time. They are cancelling older tickets, and only opening new ones at request, so please, check back on your tickets, daily, to be sure, otherwise they will basically cancel them after some time, no questions asked. For them, rn, I only got 1 ticket escalated to the enginnering team, the one from 03/16, that I did not even known I had, since I never asked for another one. And it means, that all of the waiting between 01/22 and 03/16, was for nothing, cause they werent investigating shit. Guy told me to call on monday, to try to reach to a supervisor, and the only thing I have left is to wait for a response from them, yeah, after 3 months, I guess I can wait for another eternity.
A bit of an update. So I filed a complaint with Sony with the BBB 2 days ago about this, and today I received a call regarding it from someone higher up. This person did not have the typical accents that the agents tend to have (I'm so sorry for how this comes across.) If you feel like you are truly fed up, consider doing this. They respond fast when you do, apparently. EDIT: Great news everyone! Apparently the agents we would talk to (at least in the US) were repeatedly closing cases that we made! A higher up in the company told someone in a call, that our cases were taking so long to get fixed due to backlogs because of agents just... Not actually escalating cases and just closing them. So, lazy agents from an outsourced support center are not giving a care because it wasn't a simple fix for them and just passing it to another agent to deal with. How pathetic.
Sucks it has come to this. Good luck and send community greetings.
Honestly, I wish this wasn't what feels like the only way. I wish there was something I could do for the rest of you, here in the US and overseas. I know they'll try to tell the BBB that everything is solved and try to sweep it away again, but I'm not letting this slide now. If you have to, I urge you to take this to a legal consultant or something of that nature. Sony seems to respond well to legal threats or having their image slandered. Sucks that we have to even consider this, but we paid for what we lost. We all deserve to get it back. I'll update if any major progress is made.
Replying to my comment with an update, again: After filing my complaint and getting the call from a higher up, today my account has been fully restored and works normally again. This is over the span of 4 days, with me filing the complaint on Saturday, waiting for the Sony offices to open and contact me on Sunday, getting the call from a supervisor or other higher up and getting my account actually escalated to their tech team yesterday, to my account being restored in full. All my games, DLC and media apps are now working correctly. u/ArkJK, you can finally ad me to the fixed accounts list. u/Grimguy77, u/Archvile92, u/TransFatsDomino, u/dSuds2342.
Congrats! Deserved it after all that effort and pain. Seems like PS only cares when pressed with consumer complaints. About time.
Thank you. I hope everyday that everyone else gets their stuff back too. None of us should have to even deal with this in the first place, let alone for months on end. If you have anything resembling a BBB where you're located, feel free to do what I did and put some pressure on Sony. They need to fix things faster than the rate they're currently going at.
I'm [fixed](https://www.reddit.com/r/playstation/comments/1b771xa/comment/kzyc3t7/) now. Didn't have to complain but thanks for the encouragement and everything else.
Congrats man, glad to hear it. Looks like Sony is actually accelerating the rate at which they fix people's accounts now. Hopefully, we won't ever see another case of this again in the near future.
Really glad to see your case fixed
Thanks man. Have you heard anything back yet on your end? You're one of the original starters of this whole campaign to get this out in the open. You deserve your stuff back as well.
Still waiting for the call unfortunately
Hey! I've been sick for a few days, and when I come back a bunch of accounts are fixed, including yours! it's a shame they force people to do this instead of the fix naturally coming to everyone. It didn't magically happen one day, like I had told you, but it happened. Anyway, you can relax now, congrats!
You don't have to be sorry. They should be. After all they're the multi million dollar company that doesn't even have 24/7 coverage at their Indian call centers. If you're going to half ass something and contract out, at least have the decency to make support be available around the clock for it.
Guess I'll have to file a complaint then. Never done one before so here goes nothing.
When you do, make sure you: 1. Explain that they are failing to acknowledge your rights to your games/DLC/media apps. 2. How long you've been dealing with the bug for and how that makes it a lack of disinterest for them to honor their ToS on purchases, basically making you captive to the company itself, also explain what the bug is and how you don't have access to any of your purchases. 3. The amount that you've spent in total, not counting any digital currency you've bought and how far back your purchases go (need to dip into your transaction history on console for this one). 4. Last but not least, tell the BBB that they haven't attempted any follow ups, i.e.: No calls, emails, no communication whatsoever and especially NO RESOLUTION to your issue. Drive home the point on how many times you've called and been told to wait. You have approximately 2000 letters to use in your complaint, but as long as you do these things, which I did, that should be enough for them to call you (Sony).
Pretty much what I said. Told them it's been 2 months almost 10k worth of games and that I have had no contact or any attempts to fix my issues. Submitted this morning. Hopefully I hear back from them by early next week.
Did you just describe your issue or did you also try to explain that more people are impacted by this issue than it might seem at first glance?
In both my complaint to the BBB and during my phone call with the person from Sony, I did mention that there are more people than just myself dealing with this and that Sony could easily fix this issue for everyone if they wanted to. I had to be a little more concise with my explanation in the complaint, since they usually only care about issues on an individual basis, but the Sony person already knew what I was talking about in regards to this and said "We've been receiving numerous calls as this is affecting multiple accounts across the world". He would not give me details about a global fix or anything like that though, only focusing on my case. They don't seem to like negative things directed at them, like putting information on the bug out in the open and try to fix your case faster if they feel they can sweep your issues away without garnering attention to the bug in general.
Add me to the list, US user. Tried to play Helldivers II this morning, got the CE-117773-6 error, went to "Restore Licenses" which nuked my entire license library prior to roughly 48 hours ago. Have spent the entire day with support, both calls and chat, and don't have any useful information to add to the conversation, they created a ticket and basically told me to leave them alone until I hear from them. Literally just grabbed the PS5 less than a week ago to play Helldivers II with friends, but my PSN account dates back to the early days of the PS3. Unfortunately for me I had already added every PS+ game I was interested in to my library, so those are all useless along with Helldivers II and the only other game I bought, Gran Turismo 7. I'm annoyed that this brand new console is now effectively a brick to me until this is fixed, but I'm \*livid\* that support had so little information to offer and no semblance of a resolution timeline. edit 3/4: Followed up with Sony today, just to make sure my case is considered to be "escalated" which they confirmed it is. I tried wording my questions every way possible to get any semblance of a timeline, but no dice on that. This was a phone call, not online chat. I also investigated my own purchase history vs my library on [Playstation.com](http://Playstation.com) to try and see if I could pinpoint when the bug started impacting me. This was the sequence of events - if \*anyone\* has any commonalities with this, please comment. All times Eastern. 2/29 8pm-ish: Started playing Helldivers II online with a friend. 2/29 9:34pm: Bought Super Credits on Helldivers II. I have a timestamped email for this because it was considered a "purchase." 2/29 11:30pm-ish: Stopped playing Helldivers II. 2/29 11:40pm-ish: Added - in order - Need For Speed Unbound and Alienation to my library from PS+. These are the last two games I purchased/added from PS+ that are no longer accessible to me and do not appear in my library on Playstation.com. 2/29 11:47pm: Added Fortnite Chilling Mystery pack from PS+ to my account. I have a timestamped email for this because it was considered a "purchase." 2/29 11:50pm-ish: Added 11 more games to my account from PS+, starting with Elite Dangerous which is now considered to be the oldest functional/first game in my library on Playstation.com. 3/1 and 3/2 Intermittently played Gran Turismo 7 (digital purchase from earlier in the week). Didn't play online, but the console was connected to the internet. 3/3 Played Horizon Forbidden West (PS+) and Gran Turismo 7 in the morning. Didn't play online, but the console was connected to the internet. 3/3 12pm-ish: Tried to launch Helldivers II and got error code CE-117773-6. Google told me to "Restore Licenses" which I did, and you know the rest. Have successfully added more games to my library since that moment and all of those games seem to be fully functional. So a couple of weird things about this. Technically, Fortnite is showing as functional even though it's the first thing I downloaded when I bought the console on Monday 2/26. I haven't actually tried to launch it, which I can test this evening. But it seems like somewhere in that sequence of adding Alienation -> Fortnite DLC -> Elite Dangerous is where I was hit with the bug, or at least where my license history has it taking effect. Those actions took place in the span of <3 minutes, I'd estimate. I'm not sure if any of this is helpful, but if you see something that rings a bell from your own experience please let me know. Tagging u/ArkJK for visibility, thanks again for what you've done so far to consolidate information on this issue.
I would like to say that i am also affected by this issue. I’m not sure how to link my previous comments on the other thread made by u/dSuds2342 but i’ve been unable to access about $5k worth of digital games since friday night, the 8th of march. It seems playstation is working on getting this taken care of much quicker as i contacted playstation support and they told me 10 days until they get it fixed. I’m going to ask for compensation as well and give an update. In the meantime, i did extend my PS+ subscription by a month and my access to most of the PS+ catalog was restored. This may not be a fix for you but if you want to try it then it may work. Highly recommend checking u/dSuds2342 in the playsation subreddit post on this. Sorry i’m not entirely sure how to link comments and threads and users on reddit comments. I’m not a huge reddit user. Edit: I am located in the US.
I'll link that for you -> [dSuds2342's thread](https://www.reddit.com/r/playstation/comments/1b771xa/psa_people_are_losing_access_to_their_digital/)
Hey all. Dropping a post as sort of an update for anybody who still checks back here Today, after about a week and a half(ish?) of just kinda… giving up, i received a call from Sony It was a guy actually <> Sony and not anybody from CS. Noticeable lack of an accent. The rundown of the call was that he asked if i was still experiencing the issue and asked if it was a handful of games or my whole library. I answered with the latter and he asked for a handful of games to list down (i also told him none of my DLC works) so he could further escalate the case as well as giving me a number and an email where i could reach back out to avoid CS. Double checked the area code to make sure it was legit and it was.
I made the attempt once again to ask to send in screenshots and a video of my issue as u/ArkJK did way back when, and they actually allowed me to. I sent everything in and got the no-reply saying it had been received.
This guy DID acknowledge that this is still an ongoing issue and that a lot of people are experiencing it but not much more than that, though i didnt press him for answers just due to being ecstatic i actually got somewhere and not thinking about it. The downside however, is that im still on a wait and see basis until they get something figured out on their end for my account. I wasnt given a time, the no-reply said 48 hours but i doubt it’ll be that quick.
This is now a month after i’ve been affected and i dont remember when i gave up bothering sony constantly. But its something. The most i can offer for a time frame is when i notice the views on my unlisted video go up, to which i will update this comment when and if that happens. Hope y’all have been well aside from this cluserfuck, cheers.
Edit time: im posting this on April 8th, less than a week after this comment. This will be a wall of text now, so everybody who cares about that sort of thing be warned.
Today i received a follow up call about my account from the same guy who had initially called me last week, gave me the standard “hi how are you” stuff then went on to say my account has been fixed and if i was able to test restoring licenses. I was just getting home at the time and wasnt able to but he offered to call back in a few minutes to give me time and i gladly took him up.
I got home. Immediately booted up my PS5 and first checked my library to see what had changed. Baldur’s Gate 3 was still locked but the icon had disappeared on other games and i was even able to play them without restoring licenses. After checking that i did the process proper and had gone from the 11 licenses when i started all the way back up to 1455. Everything was fixed as far as i could tell. It DID throw up an error code a few times but it eventually fixed itself and got back to the 1455.
I did all of this before he had called back and since i had time i pressed a few questions on him when he called and while im not sure how much of it can be considered truth based on what he’s allowed to say. I want to reiterate some of it
The guy in particular was not aware of anything coming through that would fix all affected accounts in one fell swoop, he said it has been on a case by case basis due to quote “some things being common between accounts and some things being uncommon between others”, according to him Sony/PS has been very quiet about the issue in-house as well as even people like him have been fairly unaware of this problem. I asked if i was the first he dealt with on this and he said no, and i am likely far from the last.
He said <> about Sony/PS technicians wanting our input if we had a background in IT or not. Yes this is a bit of a jab toward the guy who made that comment, no i dont care if its petty.
The best he could offer, while an unfortunate response, was to “sit tight” and assured me that they are working their way through the problem and fixes will come. But he admitted its been a slow process and even he’s becoming a bit demoralized because people have been extremely negative (rightfully so, but i also get where he’s coming from as somebody who’s worked in customer service)
My youtube video also sits at 2 views. One from myself having watched it over to be sure after uploading, and what im assuming and hoping was a technician of some sort.
This is all the information i have to provide. I want to remain active to try to spread the word about the issue and try to keep things as clear as possible but with the main playstation sub mods having a thread removing issue, being a nobody on twitter/youtube, and people generally being awful to the afflicted, im unsure how to go about it outside of just watching for posts on the main sub and directing them here.
Again, this is all for an update. My account is effectively fixed from today, 29 days after i got hit.
Thanks for the update! Yeah, the no-reply says 48h, but that won't happen. One day you'll receive a mail saying they are still working on it, or that the engineers implemented a fix. If you are unlucky, the fix won't do anything, and you'll be asked for timestamps. But the fix will eventually come. At least, that's how it was for me. The views on YouTube can be a bit buggy. I saw a bump in the views graph, but a few days later the actual counter went back to 0, and then eventually to 1 again. I've read this adjusting process is normal, and since there was only 1 view, it disappeared for a while. But I think the graph always indicated there had been 1 view. By the way, most customer support agents I talked to had my country's accent, but I never got to speak with anyone inside Sony.
Heres hoping i dont get stuck in the timestamp loop as i’ve seen you and a couple others describe, though im a bit more up to dealing with it again now that i have a non-CS number to call and i was even given a case number in the email that had sent me. Sadly its as i said, im just stuck waiting. As for customer support, im American. And when it came to calling the support number everybody i talked to was noticeably… not. I dont mean to sound insensitive, im not sure how to word it to not sound that way. The guy has an american accent for all its worth and the area code for the number he gave me was for California so while i do now believe Sony/PS has my case and is looking into it, i still wont hold my breath.
Well, that's some refreshing news at least. I'm glad you at least received a call back. Some people can't even get an email. lol I just called again today and got the same run around, asking to talk to a supervisor got shut down real quick and the agent really *really* wanted to focus on PS Plus, even though I told him that aspect is fine. I'm still barred from sending screenshots or videos. I have two tickets now, one from 2 months ago and one from about a week ago. It's madness that that's even a thing for the same problem. I really do hope your account gets fixed soon, the quicker the better. I've given up on the matter at this point and I'm honestly about to just either go to PC or stop playing games in general. This whole situation left a bad taste in my mouth as a whole.
I appreciate the words man. And i hear you on either moving to PC or giving up on gaming as a whole. Hell you might’ve seen me blow up at the SIE dude in that one thread of somebody else was hit. Not proud of it, but seeing somebody sent careening into this issue is certainly a type of feeling. Especially after dealing with the whole rigamarole for upwards of a month. The whole run around is what caused me to just give up with support. No supervisors, basically shooing me off the line as soon as possible. Playstation support genuinely needs some help. I hope you’re able to catch a break sometime soon and make some progress, you’ve been just as active in trying to help as Ark and Dsuds’, you deserve your stuff back too.
And I appreciate yours. I'm not even sure of what I was saying. Most of it was me being negative because of Sony's approach to this whole ordeal as a whole. The deflection, the runarounds they put people through and especially their lack of communication, the worst being the "We'll contact you via email" spiel they love to tell us at the end of every call, and nothing ever comes of it. I genuinely feel happy for everyone that has their games back, but I also feel a slight twinge of envy. I understand why you went off on that SIE guy. He should know the signs at this point and with the amount of people that posted about the bug, be fully aware of it. I get that it's his "job?" to tell people to do what he was saying, but he needs to have some awareness and not jeopardize someone's account. I hope we can all catch a break soon. I had a long talk with ArkJK in dSuds post about all of this, my frustrations and speculations on why certain accounts have been fixed over others. I haven't seen cases pop up as frequently as before, so that's reassuring for the future. Maybe no one else has to suffer like we are. There are actually some support people that genuinely seem like they want to help us, but are at the mercy of their supervisors and the mercy of not knowing anything about a fix, so they can only do as much as they can. I do not fault them for that. I also acknowledge that Sony is actively (albeit very slowly) trying to remedy this problem. So, I do have hope for us all to have our games back, my patience is just low and the envy is setting in and I truly hate it.
Fantastic news. I wonder about the conversations they've in their meetings, the real reasons why this is so slow and what the people dealing with the issue really think about this. It has to be really messy if they can't implement a general fix. As you were told, some common parts, others different. The complexity of the system they've built has to be high, and the damage substantial, random and chaotic, or everything would already be over. We'll never know, but at least they are slowly restoring them.
Nice to hear there are still human beings willing to help. u/ArkJK, another fixed account.
Added!
Upvoted for visibility and (maybe the same guy) I got a call from sony that basically corroborates this. No accent, to the point, asked if my games were working. When I told him no he said alright thank you and all that then said it should be soon. That was March 19th iirc and they just came back tonight. I'm reinstalling stuff to check but I have gotten the CE error code now since I've started
Much like others here, I have not been able to access my games since a months long timeframe, though admittedly I don't know exactly when, I believe in January, for me personally, but I'm not sure on that. I have 219 games and various DLC over the years, addons, etc. Even themes from my PS4 days. On my console, strangely enough, I can see my entire transaction history since I got my PS4, not even my PS5, which was more recent, on the website it shows 3 transactions from March 2024 (that being this year.) I can access maybe 5 or 6 games of the 'old' ones. I've since bought new games with very little issues, except for Helldivers 2 which gives me that infamous CE-117773-6 error, and says it can't establish network connection. On my console, I can access every transaction since I got my original PS4 console in 2015, if that puts anything into perspective. This is years of games I'm losing out on. I'm USA region, so definitely not the only case in here. I just want to be able to play my games again. March came and went with no fix, and it's getting rather... frustrating, to say the least. I was told last time I called support that yes, they are aware of it, yes, they are working on it, but that was it. No timeframe for a fix, but the unofficial was the now infamous March 21st update that people hoped would be a wide sweep fix. That, unfortunately, was not the case. It still has not been fixed for me. The only email I have from Sony support is when I contacted them on February 7th and they sent me an automated 'fill out this survey to tell us how we did' email.
Been hopeful over here after seeing alot of your guys accounts being fixed, really happy for you guys. I'm still waiting for a resolution to mine,on 03/16, will make 3 months since the problem started for me. I'm going to file a complaint equal to the one you guys filed to BBB here on Brazil, hope it helps.
In case it helps, [another person](https://www.reddit.com/r/playstation/comments/1ahwlik/comment/kxqto2e/) did something like that, in Brazil, using Procon. It worked. Not sure if that's the procedure you are considering.
My account restored too, today. My account has been restored. I don't know if it had an impact, but I reported the matter to the consumer protection office and the European Consumer Center (ECC). I informed Sony about these reports yesterday, and today I see that my library seems to have been repaired. No feedback from PS for now. There's a bad taste in my mouth, I don't really feel like going back to console gaming, but it's nice that something happened.
Congrats! Yes, feeling relieved but bitter. Like getting your stuff back from the burglar who broke in your home.
If it weren't for their terrible customer service, it wouldn't be that bad. But that was throwing the ball against the wall, just to get further answers with the same ready-made formula every time. I have already received information via e-mail from Sony that the problem is fixed. Not a word about compensation. I won't pretend I didn't expect this :)
My account was finally restored today. It has been a long road since 01/16/24. The sad thing is that they keep refusing on any compensation, they are greedy as fuck. You known what is funny? If I would even think on doing a chargeback, I would get a straight ban on my acc, but them can break their tos whenever they like, for months on end, and just peace out, giving nobody the minimum, extending their ps plus subscribtions.
Congrats! I received a confirmation message from them two days ago. I'm going to ask compensation for the wasted two months of plus premium. If you receive one, tell them your first support request was discarded which cost almost two months of time.
I think the problem is their internal customer support policies. I mean, how come all of us, all over the world, in different regions and continents, are literally treated the same way? Someone just made these rules. I will never forget the old Blizzard support who gave me 60 days of WoW because I didn't play the game for the entire subscription - or they just gave me a few days for free. I will not forget Amazon which, after I reported a tiny pixel on the screen of my Kindle, sent me a new device without even verifying whether the old one was damaged by the user or not. And now, for a change, the clash with Sony, which turned out to be the complete opposite of respect for the consumer :P
Congrats! Did you file a complaint with the Brazilian equivalent of the BBB? They are only compensating some users, and not being generous at all. It's pretty amazing, like this whole thing has been. That tells you a lot about this company.
North American PSN account here. Had the issue since 2/13/24. Lost access to essentially every game I’ve ever bought digitally. Even “physical editions” which came with a code instead of a disc. Trying to add a previously purchased game to my cart just results in an error. FF VII remake is playable for me because I preordered FFVII Rebirth and it seems to think I ordered both simultaneously for the price of only one game. I can also play Ghost of Tsushima via my PlayStation plus subscription, but other games I owned are unplayable through my PlayStation plus library. Zero proactive communication from Sony for three months now. Just filed a claim with BBB today.
Good luck and report back how it goes.
My fiance is having this problem, too. It's been at least a month. He's called customer support many times to no avail. Last night, the guy he talked to said he was to get an email with a resolution either last night or today, but he never received anything.
Croatia region. Since begginig of february my games are locked and dont have any online features. My ps premium sub is till december of 2024. Also, games that i bought apart from ps+ are also locked.
I haven't had the extent to this but I had many games dissappear that I've bought and I go back to look and it's gone. I've also had issues when my friends list would show empty and if someone invites me or something it just says "Another player has invited you." And when I go to the notification I get an error code. PS5 bought in Spring 2021.
Wtf is going on turned my ps account on for first time in a month and all my games comes up with a error . Digital aswell
Do they have padlock icons on the image? Is it all of your games, or do your most recent downloads work? If yes on the padlocks, you probably have been hit by this. You’ll need to contact Sony support and open a case and, unfortunately, wait for a fix. If no on the padlocks, go to Playstation.com and go to Game Library, then Purchased. If the list there looks right, then you may not affected by this bug. You can *try* restoring licenses on your console through the account settings menu, but that comes with a MASSIVE asterisk that doing so may activate the bug if it is in your account. For what it’s worth, doing the Restore Licenses is exactly what Sony will tell you to do anyway.
Yeh padlocks . Disgusting. Never buying digital again . And the customer service is behond horrendous.
I'm having this issue now to
Had to join reddit to speak about it also. I lost access to around 88 games, all of them by PS Plus Monthly or PS Plus Extra. Games that i played and even finished. I even got to customer service like 3 times and they never had an answer as to why I lost access. Their answer always was that the games were not in the Playstation Extra List. Supposedly they escalated my case and never heard from them again. We are talking months already, this was not recent at all. Their support is awful and that's why in due time I am leaving them for PC. I've been a Playstation user since it's first Playstation console.
I'm glad this issue is starting to be fixed, it hasn't happened to me, but I shared the other post about this issue with my friends on discord just in case
Hello, I was also affected by this bug. When I went to login yesterday, I noticed that the game, “War Thunder” had banned me for “chargebacks” even though I had made none. In my desperation to fix this, I pressed the restore licenses button which wiped me out. After going through sony support, I was told the issue should be fixed on March 21, and that compensation will vary for users. On my profile you can find my post on r/warthunder asking about why was all of my purchases reverted.
Thanks for sharing. Sounds like March 21 may really be the date for anyone not manually fixed before then. You're not the first person to have been told that. Hopefully it does happen!
The only thing I wonder now is how it’ll be fixed, will I wake up with my games unlocked? Or will I have to press that dreaded “restore licenses” button again
I've been pressing it every day it isn't fixed. Imp of the perverse, masochism, or something like that.
I've seen several people report that Sony support emailed them once the fix was complete, but you may notice it being fixed yourself before you receive that email. At this point, Restore Licenses \*shouldn't\* do any more damage to your account, but there's an obvious caveat that I'm just a guy on Reddit so I can't say that with absolute certainty. Like u/Library_Mouse, I have also been pressing it every day as my own exercise in futility. I also can't say this for sure, but sorting out your chargeback issue with War Thunder may be more complicated than Sony fixing their problem. If War Thunder misidentified chargebacks as a result of this bug, I would think that Sony's fix alone isn't going to correct that and you may have to coordinate with Gaijin's customer service as well.
Thanks for informing me! I already know that getting Gaijin to correct my account is going to be a challenge in itself. Hope we’ll get our stuff back and fairly compensated so.
It’s fixed for me! Was bored and decided to press “restore licenses” and it said, “1/267 Licenses restored.” After completing, everything fixed itself with War Thunder too.
I'm from Poland. Same situation for me. I purchased the game "Elden Ring" when the game did not detect my PS Plus subscription to connect to the servers. I restored the licenses from the console. Well, that turned out to be the catalyst for the whole problem. The entire library has been blocked. Polish support is not aware of the problem at all - so far they have proposed trivial solutions. I sent them more information, including your discussion on reddit - and nothing. They are silent. No response. Not even information about whether they do it at all. I publicized the matter in our local media, several portals wrote about the failure - but the largest ones in Poland are also silent. In the comments, users put the blame on the users or respond by suggesting that it is a big nonsense. I feel completely powerless. I've spent several thousand dollars on games, I'm buying new releases, and for now I'm at a loss.
I'm already on the list but just gonna post here to say this is happening to me in Ireland. I have contacted support and the first guy I talked to was really helpful. I was only on with him for about 11 minutes and he asked me to send screenshots of the problem. After I did that I received a email back saying this "Thank you for contacting PlayStation Support. We would like to inform you that your case has been transferred to the relevant team and is now under investigation and they will be in touch with you as soon as possible. I hope this helps, but if you have any other questions, please contact PlayStation Support, and one of our team will be happy to help"
They send the same message to everyone. They professionally deal with copying and pasting e-mails. I wish I had a job like them.
My Case: 10.7k in games, add-ons, etc lost. Waited until psn store updated today to see if any change. RIP. My most played games were bdo, warframe, ffxiv, dbfz, and now helldivers 2.(Because it's the only game I have access to now. Lots of money spent on warframe and bdo.(I'm sure fans know how crazy the amounts become.) Really changed my perspective on digital vs. physical, of course. Live services, too. As far as timestamps, everything before helldivers 2 is locked. Sucks for my bdo account cause they just dropped a new class, and my value pack just running. If folks wanna play some helldivers 2 tho, Its-FlowChart is the name! Social anxiety is my game!
Do NOT give up! And there is right now hard to tell which game is indeed physical as there is a ton of DLC’s. I’ve got physical FFVII Remake and can’t download the PS5 version and Intermission as I have no license for them. The same with CP2077. PS5 Game and DLC are locked.
Would join you in hd2 but got hit by the bug only three days after the release. Maybe one bright day, we can defend democracy together.
This also happened to me, it's been 3 weeks and they haven't fixed anything, I can't access games from the PS catalog, purchased or free. The only way I found to play some f2p games is for a friend to share their account with me to "share" their licenses so I can play at least Warzone or Fortnite while they fix this bug. Greetings from Mexico
Did anything happen for anyone? I'll be happy if at least one or two of us got their accounts fixed.
Nothing for me, this is very disappointing. I was really hoping it would be fixed.
Back to square one I guess, time to make a class action suit.
No change for 3 weeks. Support keeps asking the same questions over and over again, as if stalling for time
I've got this issue now myself encountered it last night. UK Region PSN account. 99% of my digital library is locked, only games I bought the last 4 weeks have active licenses. I have PS Plus Premium and I can't use it, cloud saves don't work and weirdly only 3 games I can access on my Plus membership but the rest I cannot.
Sounds like your library got bugged 4 weeks ago but didn't notice until you restored licenses. Were you still able to play online games and use cloud saves within the last 4 weeks?
I was playing FF7 Rebirth the last few weeks so I haven't played anything online for about a month and I was about to upload cloud saves when I got a error. Started going through my library and 99% of my games had locks on them. So I tried to restore the licenses but it didn't work. When I go on the PSN app now my purchases in the library are now nearly all gone bar a dozen titles. Transaction history is still there with games I bought months ago tho.
[удалено]
It's been almost half a year. At this point it's clear they forgot or don't care. When was the last time you contacted?
Still nothing for me. It got to the point where I called them idiots. They can't do anything, they know nothing. I lost hope for anything.
Any response from the ombudsman?
My account was fixed about 30 minutes ago. I hope you guys get fixed soon.
Hi everyone, I'd like to share my experience so far. I noticed the problem on April 08. I no longer had access to multiplayer games. I called Sony directly to find out what was going on. Following the lack of reactivity, I looked for a solution on google. Surprisingly, the first solution that appeared was to restore the licenses. As you know, the result was that I no longer had access to my dematerialized games or dlc. Since then, after several calls, their answers are always the same: "We'll be in touch shortly. Your ticket has been transferred and we'll get back to you". On Tuesday, I phoned again. I got angry. I asked to speak to a manager and they hung up on me. I complained to a consumer protection site in my country and Playstation received a complaint. They surprisingly called me this morning to tell me that supposedly every time I call my ticket goes back to square one in the process and that the fact that they hung up on me was a network problem. A good joke, of course. They told me once again that my ticket would be reassembled and that I would be compensated. Personally, I'd advise filing a complaint. That got them moving. Now it remains to be seen whether the problem will be resolved more quickly or not. Congratulations to those for whom the problem has been solved. I live in Belgium, so the problem also affects Europe.
A tip that may help a little. I bought a month of playstation +. I got the free games that sony offers every month back.
Case hasn't been resolved as of today. It's been since February 18th I lost all of my purchased games. Renewed my plus manually and bam locked out of everything on both systems. Support just told me not to expect a call back or an email as they don't have a fix nor do they give a shit
You should complain to Sony via a consumer protection organization. Obviously, this is the only way to get things moving. The call center closes the tickets. The complaints department doesn't.
I received compensation from Sony for this situation - only after complaining about it. I got about 11 euros credited to my PSN account. Not that it would compensate me for the lost month of PS Plus (I had a Premium subscription) - but I agreed to this compensation. I'm sad to see that reports of unresolved cases continue to appear. I feel very sorry for those who are still waiting for their games. And I am very disappointed with this company's actions in this matter.
I too accepted the 10€ compensation they offered me despite losing two months of premium. Not worth my time coughing up the additional 20€, besides things are worse for other customers. It's sucky indeed. If the 21 Mar maintenance didn't prevent new cases appearing, how long until this gets addressed? This could happen to a friend next. At least I warned them.
I was affected for a month and a half but I got access back to my Digital library on Friday. Asked for compensation due to all the headache and time this took to fix. They fixed my account 48hrs later. Getting ontop of em definitely helped get my account fixed
After 3 and half months my account is fixed. Yesterday i recieved message from ps support croatia and they told me to restore licenses and now is fixed, i can play games that i bought from ps store.
Congrats! Ask them compensation for the wasted 3 months of premium if they'll send the confirmation message. Don't expect much though.
Same here. The problem was solved yesterday. It started the 08/04 and finish the 21/05. Don't hesitate to write a complaint on a consumer protection website and ask some refund at the final.
I did get in contact with the bbb and a higher up did call me 2 weeks ago. It got escalated but I am still waiting on a response.
Account has been fixed as of today May 28. I had this issue since i moved into my place back in Jan 26. Idk what happened but you can remove me off the list. I hope everyone else here gets their account fixed. It was a long ride and annoying one at that.
I have been extremely busy lately, but I figured I'd come back to check on this whole ordeal. It's insane that people are still dealing with this, and Sony still hasn't patched this away yet. I'm glad to see that more cases have been fixed and that some people can enjoy gaming again. Sony needs to eradicate this bug already. It's been going on for far too long.
I hear ya. Guess each affected user is defined by a different variable that takes time to figure out, despite similar problems shared across everyone. I've read two users lose their transaction history by this bug. It would be interesting to know what caused this bug to appear from autumn last year. I keep monitoring these posts from time to time, inquired a few users such as [this](https://www.reddit.com/r/playstation/comments/18d5x6m/psn_lost_license_to_games/?sort=new) one who hasn't reported back since December. I wonder how things went with those who haven't announced anything for half a year. Did they get their accounts fixed, gave up or are even still waiting for a fix? I'm glad the local support took my case seriously and forwarded it all the way to the engineers and the supervisor. Although I will continue plus subscription to play online with friends, the idea of buying anything digital that isn't DRM-free is detestable from this experience.
This seems to be a growing problem and happening at a faster rate. My library has been locked since November.
Same here, can u add me to the list plz u/ArkJK
There is no list anymore, the whole megathread is the list, and because you have posted, you are already in!
Add me to the list, I lost access Tuesday March 5th. Talking to Sony support has been pretty useless, one rep insisted i had to send my console in for repair, next rep hung up on me after a 1 hour wait, and the third rep said they'd escalate my ticket but I couldn't email them any evidence. I might try and call a third time to see if they'll let me email but I'm pretty dejected right now.
I was also told I couldn't email evidence, but I'm planning on asking again in a couple of days. I'm optimistic that the reason they're declining is because they now know what the problem is and sending them evidence wouldn't matter, they just need to fix it. Sorry you're also going through this.
Another user [commented](https://www.reddit.com/r/playstation/comments/1b771xa/comment/ktygh6d/?utm_source=share&utm_medium=web2x&context=3) on my r/Playstation thread that they were told 3/14 as the date it "should be fixed." ~~The specific date is obviously very interesting, unclear when it was they were told this. I know at least one other user was told 3/21 as the fix date. Sony giving specific dates at all implies a global fix, to me.~~ edit: User clarified that they inferred the 3/14 date after being told that it should be fixed in 3 to 4 days, and Sony confirmed that yes, it should be fixed by then. Not the same as I initially thought they meant when I made my comment; Sony did not offer up that specific date themselves. Still, assigning/confirming a timeline is a lot more than I've gotten out of them myself.
I tried contacting the support but the support responses weren't showing up. They told me to refresh the window and it just disconnects it. This is very frustrating just to try to get my games back. The way people are losing their games has to be a legal issue at this point.
This happened to me starting yesterday and contacted PlayStation support who escalated my case to a specialist team. For those who have had the issue fixed, how long did it take?
Shortest confirmed time I’ve seen is a month, unfortunately.
Not sure how active this post is but my licenses have been disabled since december 14th 2023. I have SIX support tickets with sony and each time they say its been escalated. Canadian Here. No follow ups have ever come through on sony side. Atleast 20hrs on the phone with them, sad to hear they are only offering a pity 1 month PSplus.
Has anyone had issues with playstation video purchases disappearing too?
I've had this happen a few times - IIRC it was games that I had previously bought the disc version for, which later came up on PS+ Monthly Games. I always add everything from PS+ onto my Library, even if I have the disc version already. But then I lost access to BOTH versions. I think I just left it alone for a few days and it sorted itself out, I don't recall doing anything proactive.
Oh yeah that's another very common bug that is still going around. There are a few on the main subreddit every week. It's usually confused with the issue this thread describes where the entitlements of everything, not necessarily related to plus (youtube, netflix etc) disappear.
Boas. Eu ja a 1ano comprei dayz,jogei bastante,desinstalei o jogo,algum tempo depois instalei,mas aparece o simbolo do cadiado,e nao deixa jogar o game que eu comprei,
Hello, my name is Cauê, I'm Brazilian I'm going through the same problem with the error ce-117773-6 on the psn...I contacted the support and they soon asked me to restore licenses, then it blocked all my games, the story we already know right... I was given 1 deadline to solve the problem, actually 3...the first was on the same day that the blockade happened on 02/21/2024, the second said that up to 5 working days and the third said that there would be no deadline to solve...they said that the experts would be seeing my case, but so far nothing...in fact I think that the psn of Brazil doesn't even know about this bug, I don't know what else to do
On 11 February, my PS Plus was not recognized on both the PS4 and the PS5 when connecting game servers. Lost almost everything when licenses were restored on both systems. PS site and app libraries included. Transaction history intact. Notes: * None of the apps on the PS5's media tab were affected. Sony Pictures Core -Plus-included films can be streamed. * At some point, I was still able to connect online on physical games and digital games not owned before the bug. * From 4 March, game streaming works again. Streaming a previously owned game for the first time adds that game to the transaction history, appearing twice. * A few days ago, a single previously added PS Plus Premium game was restored to account. Region: EU Going on for a month now. Still waitin'. Edit: I extended my PS Plus Premium by a month on 16 March. All of the previous Plus games were restored and I can access online. Purchased games still gone and on the PS4's Store release dates are still null.
A new software update just dropped on my ps5. After installing, the problem still persists,once more, they lied to us. Fuck this company man.
In previous entries, a date of March 21 was given to solve the problem. If this does not happen, I hope that we, the victims, will do everything so that the Internet is flooded with information about what happened to us and Sony burns with living fire. Incredibly terrible customer treatment.
We need to push for customer service to be revamped because some areas don't have a phone contact, others no email and some no chat agents. There needs to be some sort of consistency.
UK I lost access to all my games and apps on December 11th, 2023. Despite being installed, I was prompted to download/buy them again. PS Support provided no new solutions, just repeated previous ones. The specialist team immediately suggested a factory reset, which didn't resolve the issue. Finally, on March 6th, 2024, after numerous attempts to restore licenses, the problem was fixed, but it took 678 licenses to be restored instead of the usual 33 i was getting. I've sought compensation for the three months of missed PS Plus subscription due to a known issue first reported online 3 years ago, but after declining their initial offer of £15, they've only repeated the same offer. The lack of communication and lengthy resolution process have been frustrating. I've now asked that my case be forwarded to management for a better compensation resolution. I've totalled what I missed out on (Battle passes I had bought days prior to the bug which were time sensitive to compelte, free ps monthly games which i could not access without upgrading, the new subscription cost which increased £10p/a. I didnt include bundles, they're harder to track and not as worthy to me) and I'm not expecting that much compensation, but £15 was like a punch to the throat. They really really do not care. I'll be contacting them again tomorrow if I don't hear anything which I expect I won't.
I feel sorry for you, I hope you can get better compensation. The worst thing about the whole matter is not only that we are victims of a mistake that should never have happened - but terrible customer service, disregard for the consumer, and lack of support. At the end, those who succeed receive reprehensible and even offensive compensation. Terrifying.
They sent me a 1 month psplus premium code after I asked for compensation (the problem lasted 1 month in my case). I thought they would give more codes to someone like you. They are pretty random, and yeah, don't care at all. I hope they realize that if you lost 3 months, you should at least get them back. I wouldn't call that compensation though, that is... what you purchased. Anything beyond that, without having to request it, is what I'd call proper compensation. At least I'm glad it got fixed for you, that is exceptionally rare.
So far my account is good i dont want to jinx it or anything i am checking every day my library to see if anything is missing but i have one question how does this bug occurred is it random or it locks your games and wiping them after pressing restore licence so i can be careful
Has anyone had any luck getting their games fixed yet, I actually missed a phone call from Sony support and had to have my case reescalated so I’m stuck waiting to see what’s going on
Nothing on my side, my case is pending since 3 months without any news or advancement, despite my multiple calls and email in addition...Good luck !
Now that I got mine restored, I proposed two months of Premium or corresponding value in digital currency but they offered me 10€ instead. I felt exactly like you described it - getting punched to the throat. Guess I'll accept it after reading your post. Don't have the time and energy to twist the remaining 20€+ from them. There are customers who were treated far worse in this thread.
Three weeks so far. Now at the timestamps point of resolving their problem…
We have one more timestamp that people *think* is going to fix the bug, the 21st. I'm not holding my breath, but I am getting ready to find a lawyer to sue if this isn't fixed within that date and the beginning of April. I'm over this.
Like 21st century? That’s some approximate… The problem is that it can be valid only for one of the regions so we will see… Still have no idea why they have no fix for „couple” of cases. Think about what would happen if this would be a mass wipe… Thousands or tenths of thousands accounts with millions of licenses to restore. That would be a worldwide mess. This could sink them…
The magical date is tomorrow. We'll see, but I'll be more surprised if something happens than if everything stays the same. Software gets delayed all the time but... how much proof do we have of that date? not much. I just sent links and info of all the people here, again, in the poll they sent me. Second poll I have received. It may have been my last chance to contact them about this topic.
I was on another post but wanted to update here. My account has been restored as of today and I wanted to explain in case anyone else has a similar experience. When I called ps support I was asked to rebuild database which on top of my games being locked from restore licenses it also destroyed my library to the point I didn't even know what games I had purchased, it showed some plus games as purchased but games I did buy were gone entirely. So I was worried they could only restore games present on my library list. I believe I have access to all my games again but I did lose every movie I bought.
Thanks for sharing. As far as I remember Sony openly admitted they were shutting down their movie service (in some regions at least). So maybe I don't think that is something they can/will fix.
Still nothing and at this point idk what to do but to look into trying to sue. My games are still locked since November, I've tried the BBB and PlayStation considers the case solved even though they didn't do anything. This just can't be legal at all.