How to troubleshoot add-on issues

Find out how to troubleshoot issues with add-on content such as downloadable content (DLC), in-game currency, bonus content, and more.

Add-on types you can purchase on PlayStation Store

Add-on type How to access
DLC (downloadable content) Download content and launch main game
In-game consumables Launch main game
Bundles (season passes) Depends on content

  • DLC is downloadable content that can be purchased separately from the main game.

  • After purchasing, you need to download the DLC to play it in the main game.

  • Examples of DLC packs include Marvel's Spider-Man: The Heist, or Dark Souls III: The Ringed City.

  • Some game editions may include the DLC. Check your game edition before purchasing additional content (for example Marvel’s Spider-Man: Game of the Year Edition).

Find and download DLC

In-game currency

  • In-game currency is the virtual currency used to purchase in-game content.

  • When you next launch the game, in-game currency gets added immediately without any separate downloads needed after purchase.

  • Examples of in-game currency include EA FC Coins, GTA Shark Cards or Fortnite V-bucks.

In-game items

  • You can receive bonus content such as skins, emotes or XP boosts by purchasing separate packs or a unique version of the game.

  • You can find in-game items in your in-game inventory or mailbox immediately after purchase.

  • The unique suits included in Marvel’s Spider-Man 2 Digital Deluxe edition are an example of purchasable in-game items.

  • You can purchase bundles that contain multiple types of add-ons, such as season passes.
  • If DLC is included in the content, you need to download it. Otherwise, your content may not need downloading.
  • To avoid buying duplicated content, review your game edition and the bundle content before purchasing.

Can't find DLC on your PS5 console?

If you can't find your downloadable content, try the troubleshooting steps below.

  1. If you're playing a game on a disc, make sure that:

  1. Make sure your purchase was successful by checking your transaction history.
Check transaction history
  1. Go to Game Library > Your collection. Select the main game and scroll to the Add-Ons section. Select the add-on you’ve purchased and check whether it’s downloaded.
Troubleshoot game downloads
  1. Check where the content is supposed to appear in the game.
    In some cases, additional content unlocks in certain parts of the game, following a checkpoint or in a certain location.
  2. Restart your PS5® console and try again.
    Open up the control center by pressing the PS button on your controller and select Power > Restart PS5.
  3. Try restoring licenses on your PS5 console.
Restore licenses
  1. Delete and then reinstall the game.
Delete games on PS5 consoles

If you’re still having issues, please contact us.

  1. If you're playing a game on disc, please make sure the disc is licensed for use in the same country/region as your account.
  2. Make sure your purchase was successful by checking your transaction history.
Check transaction history
  1. Go to Library > Purchased and select the main game. Then choose PlayStation Store > Your Add-Ons and check if the add-on you’ve purchased is downloaded.
Troubleshoot game downloads
  1. Check where the content is supposed to appear in the game.
    In some cases, additional content unlocks in certain parts of the game, following a checkpoint or in a certain location.
  2. Restart your PlayStation®4 console and try again.
    Open up the function screen by pressing the up-directional button on your controller and select Power > Power Options > Restart PS4.
  3. Try restoring licenses on your PS4® console.
Restore licenses
  1. Delete and then reinstall the game and add-on.
Delete games on PS4 consoles

If you’re still having issues, please contact us using the link at the bottom of this page.

Can't find in-game consumables on your PS5 console?

Purchased virtual currency or points appear when you next launch your game. If you can't find your currency or points when playing the game, try the following.

  1. If you're playing a game on a disc, please make sure the disc is licensed for use in the same country/region as your account.
  2. Make sure your purchase was successful by checking your transaction history.
Check transaction history

  1. Make sure you're signed into the same account that you used to purchase the in-game currency on your PS5 console.

  2. Try restoring licenses on your PS5 console.

Restore licenses
  1. If you're playing a game on a disc, make sure the disc is licensed for use in the same country/region as your account. If the countries/regions are different, the in-game currency may not be compatible.
  2. Make sure your purchase was successful by checking your transaction history.
Check transaction history
  1. Make sure you're signed into the same account that you used to purchase the in-game currency on your PS4 console.
  2. Try restoring licenses on your PS4 console.
Restore licenses

If you’re still having issues, please contact us using the link at the bottom of the page.

Can’t install add-ons on your PS5 console?

If you've downloaded an add-on but you see the message "Waiting to install", please try the following troubleshooting steps.

  1. Select Settings > Storage to check your available console storage. Visit PlayStation™Store to find the minimum storage required for your download.
Manage PS5 console storage
  1. Go to Settings > Network > Connection Status and test your connection. If you're having network issues, visit the guide below.
PlayStation Repairs
  1. If you're playing a game on disc, make sure the disc is licensed for use in the same country/region as your account. If the countries/regions are different, the add-on content may not be compatible.
  2. Try restoring licenses on your PS5 console.
Restore licenses
  1. Try deleting and then reinstalling the game and add-on.
Delete games on PS5 consoles
  1. Select Settings > Storage to check your available console storage. Visit PlayStation Store to find the minimum storage required for your download.
Manage PS4 console storage
  1. Go to Settings > Network and test your connection. If you're having network issues, visit the guide below.
PlayStation Repairs
  1. If you're playing a game on disc, make sure the disc is licensed for use in the same country/region as your account. If the countries/regions are different, the add-on content may not be compatible.
  2. Try restoring licenses on your PS4 console.
Restore licenses
  1. Try deleting and then reinstalling the game and add-on.
Delete games on PS4 consoles

If you’re still having issues, please contact us.

Check your game disc and account country/region

Game discs must be licensed for use in the same country/region as your account for you to use PlayStation Store content (such as add-ons or in-game currency).

  1. Check the small print on the back of the game box to find the country/region the game is licensed for.
  2. Visit Account Management and select Your Information.
  3. Edit your Residential Address.
    Your account country/region is displayed under Country/Region.

Please note, your account country/region can’t be changed.

  • The country/region license is printed on the front or back of the game box. 

  • Before purchasing a disc, check the country/region it’s licensed for. 

  • You can ask the retailer for the game's country/region license information.

Need more help?

You can check with the game publisher for known issues on third-party games.

EA Help: Official Support

Activision Support 

Epic Games Player Support

If you're still having issues, please contact PlayStation Support using the link at the bottom of this page. Please provide the following information:

  • Details of your purchase.

  • A screenshot or video showing that the downloadable content isn't showing in-game.

Need help? 

Contact our support specialists

Contact PlayStation Support