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How to Fix Apps on a PlayStation 4

Authored by:
Support.com Tech Pro Team
This Guided Path® was written and reviewed by Support.com’s Tech Pro team. With decades of experience, our Tech Pros are passionate about making technology work for you. We love feedback! Let us know what you think about this Guided Path® by rating it at the end.

Problems with apps downloaded from PlayStation Store can be caused by a few things. Check the following troubleshooting steps to fix it.

What you need before you start:

  • Make sure that there's no physical damage to the PlayStation 4 or the game installation disc.
  • You have a good internet connection.

? What type of issue are you experiencing?

  1. Padlock shown on title
  2. Download button missing

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Problems with apps downloaded from PlayStation Store can be caused by a few things. Check the following troubleshooting steps to fix it.

What you need before you start:

  • Make sure that there's no physical damage to the PlayStation 4 or the game installation disc.
  • You have a good internet connection.

We can determine the source of the problem based on what the padlock looks like.

  • Wrong Account Padlock.
    Wrong account icon in lower right.

  • Parental Control Padlock.
    Parental Control lock screen.

  • Wrong Account and Parental Control Padlock.
    Parental control and Wrong account locks.

Only the original software purchaser can download a game from the PlayStation Store. Here's how to view your PlayStation Store purchases.

  1. Open Settings.
    Settings.

  2. Choose PlayStation Network/Account Management.
    Settings menu with PlayStation Network / Account Management selected. Screenshot.

  3. Choose Wallet > Transaction History.
  4. Choose the account that you want to view transactions from.
  5. Choose transaction date range and select Next.
  6. Select a transaction to view the details.
  7. Make sure you are using the same account that purchased the game from the PlayStation Store.
  1. Open Settings.
    Settings.

  2. Choose PlayStation Network/Account Management.
    Settings menu with PlayStation Network / Account Management selected. Screenshot.

  3. Choose Activate as Your Primary PlayStation 4 > Activate.
    PlayStation Network settings with Activate as your Primary PS4 selected. Screenshot.

  4. This should remove the padlock on the application.
  1. Ask permission from your parent or guardian to allow you to play the application.
  2. Check the application in the PS4 Library to see the parental control level that stops access to it.
    PS4 Library. Screenshot.

  3. The parental controls need to be set one level above the level shown on the game in the Library to allow access.
  4. For example, to unlock the application set to level 8, the parental controls will need to be set to 9.
    Example game with level 8. Screenshot.

  5. Setting the parental control level appropriately should remove the padlock on the application.

Only the original software purchaser can download a game from the PlayStation Store. Here's how to view your PlayStation Store purchases.

  1. Open Settings.
    Settings.

  2. Choose PlayStation Network/Account Management.
    Settings menu with PlayStation Network / Account Management selected. Screenshot.

  3. Choose Wallet > Transaction History.
  4. Choose the account that you want to view transactions from.
  5. Choose transaction date range and select Next.
  6. Select a transaction to view the details.
  7. Make sure you are using the same account that purchased the game from the PlayStation Store.
  1. Ask permission from your parent or guardian to allow you to play the application.
  2. Check the application in the PS4 Library to see the parental control level that stops access to it.
    PS4 Library. Screenshot.

  3. The parental controls need to be set one level above the level shown on the game in the Library to allow access.
  4. For example, to unlock the application set to level 8, the parental controls will need to be set to 9.
    Example game with level 8. Screenshot.

  5. Setting the parental control level appropriately should remove the padlock on the application.

Only the original software purchaser can download a game from the PlayStation Store. Here's how to view your PlayStation Store purchases.

  1. Open Settings.
    Settings.

  2. Choose PlayStation Network/Account Management.
    Settings menu with PlayStation Network / Account Management selected. Screenshot.

  3. Choose Wallet > Transaction History.
  4. Choose the account that you want to view transactions from.
  5. Choose transaction date range and select Next.
  6. Select a transaction to view the details.
  7. Make sure you are using the same account that purchased the game from the PlayStation Store.