What might cause this?
Possible reasons depend on the exact model. These are checks, not a confirmed diagnosis.
Possible causes
- The game may belong to another account.
- Offline sharing or licence verification may be missing.
What can you try?
Try these safe, user-level checks in order; do not open the device. Menu labels may differ by version.
- 01
Step 1
Sign in with the account that owns the game.
- 02
Step 2
Try Restore Licenses in PS5 settings.
- 03
Step 3
Check Console Sharing and Offline Play using the owning account.
How can you confirm the fix?
The padlock disappears and the game starts.
When should you contact service?
If the issue persists after these safe checks, contact PlayStation official support with your exact model and what you tested.
⚠ Stop using a device if it overheats, shows liquid damage, smells burnt or has a swollen battery.
Will a repair cost money?
Settings, cables and user checks may require no repair. Hardware costs depend on the exact model, warranty and service diagnosis; no fixed price is promised.
Quick answers
Could these checks affect warranty?
Use only external checks recommended for end users by the manufacturer. Opening batteries, electronics or sealed parts can create safety and warranty risks.
What if the steps do not help?
Write down your model, software version and test results. Share those details with official support rather than repeating potentially unsafe actions.
How was this sourced?
Model scope: These steps only restore legitimate access; they cannot grant ownership.
This is an original summary of the manufacturer support document; use the official page for current, model-specific instructions.
Open official manufacturer document ↗Source reviewed: official manufacturer guidance; a second official document is linked where available.
Read second official source ↗