Update: Sony appears to have fixed the licensing issue plaguing the PS Plus Extra version of Final Fantasy VII Remake Intergrade. If you were denied the chance to redeem and download the PS5 version in the last 24 hours, try again with an active membership and you should be successful this time.
Original story: More than 24 hours after the first batch of PS Plus Extra and PS Plus Premium games hit the newly revamped service, those who already owned a copy of Final Fantasy VII Remake are still unable to upgrade to the PS5 version titled Final Fantasy VII Remake Intergrade.
A licensing error built into the PS Store — which has cropped up time and time again — is stopping users from claiming the upgraded edition despite having an active membership to either of the two PS Plus tiers. The issue affects everyone on the Push Square editorial team as well as many other readers and general PS5 owners. However, Sony is remaining tight-lipped on the situation.
The only evidence of the company acknowledging the problem can be found on the Ask PlayStation UK Twitter account, which is ironically being shut down from 1st August 2022. The profile is being inundated with requests for help around the issue, as evidenced by its responses. The account is asking everyone to Direct Message (DM) them privately, so we reached out to find out the solution the profile is suggesting.
Our DM directed us to visit the official PlayStation website since the profile cannot "handle account/personal details on Twitter for security reasons". We follow the link, fill out our details, and are connected to a support colleague speaking German. Thankfully, we tried again and connected to an English-speaking representative.
In short, Sony support staff is asking those facing the aforementioned issue to take screenshots of error messages and purchased items in order to see if the problem can be fixed. That is instead of simply dealing with the problem that has plagued the PS Store for years now.
Of course, none of this is the fault of the support staff. They're doing what they've been told to with instructions issued from Sony. Therefore, it's frustrating that PS5 customers encounter this flaw time and time again, and nothing seems to be being done about it. Sony support staff are bearing the grunt of customer frustrations when this problem could already have been fixed.
Comments 45
People need to keep hounding Sony support on this issue so they know it's an important issue to prioritize and fix ASAP. Don't think just because others have already reported it that you shouldn't bother.
Having this issue as well. I really had no intentions of playing this so no huge deal I guess but definitely a bummer for those looking forward to snagging the PS5 version. And kind of a principle thing really.
I bought the expansion in the sale today so it's tied to my payed copy without future issues but yeah Sony need to get on top of these things.
Also having this issue. Very disappointing and I hope it can be resolved.
Yes, hugely disappointing.
This is actually one of the few games on PS Plus Extra that I want to play and don't already own. But I can't......
Trash customer service to go with what has so far been a trash roll out of the new PS Plus. Not the least bit shocking from the Sony of the last 5 years.
So sad about this. I bought FFVIIR on PS4, played in the morning of release day. It's not fair we are suffering for our loyalty. If the PS5 version and the DLC are available through Extra, we should get it.
I'm Still living with the issue of plus games not going into my collection having tried them out on ps now. Even though I clicked add to library. Support are no help whatsoever. I also can't download integrate
I am mad I can't get the episode Intermission... Not very hopeful about them ever fixing it though
So isn't the DLC episode only like 20 bucks? Sounds like you should have just bought that instead of subscribing to ps plus.
@LittleGhost It's not like that's the only thing you get with PS Plus - and getting is separately when you're supposed to get it with the subscription doesn't sound great either.
(I downloaded it without issues myself)
I thought I was the only one having problems upgrading. I didn't know this was a worldwide issue. Yeah Sony needs to step up and get this right, or they're gonna suffer some mean consequences.
It's getting ridiculous how this keeps happening, Sony need to do something with the PS Store to stop this from happening
Eh, give them about 2 months. That's about how long it took for the last major issue with Extra DLC to be quietly addressed.
Then again, since you news sites are actually bothering to write about this one, maybe it'll only take a month.
The article state to take a screenshot of the error.
Is there an error people are getting? For me, there is just no option to download it.
Its been out for a long time should have bought it already
On the PC PlayStation store I cannot redeem the game but booted up PS5 Store and it downloads fine.
Mine still states, under "learn more" instead of download, that you already own a previous version so are unable to download. My previous version is the free psplus from couple months back for ps4. I never downloaded it. I just added it to my library. That blocks me from the superior ps5 integrade version.
If someone knows, can you post the email, website address or helpline phone number to help get this fixed.
@evan23 If you don't own it, you don't have any problems. You can download the Intergrade version with the Yuffie DLC. Everyone can play the base game, whether they previously bought or redeemed FFVII Remake on PS4 or PS5. It's just that we can't buy or redeem more than one version of the same game that's the problem. The solution is simple - they need to also add the Intermission DLC to Plus, so that everyone can play all content regardless of whether you've previously played the base game.
@RSX901 I mean "I don't own it" in the sense that I claimed the PS4 version on PSPlus the same as many others but I don't own the PS5 intergrade version.
@Voltan From most of the comments it doesn't sound like the value is ever really there from PS plus.
I was just able to download Intergrade. Everyone try again.
@LiamCroft it's fixed now! I was able to add Intergrade to my library just now, even though I have the previous PS+ version, and start the download for Intermission DLC
@LittleGhost Not sure about most comments but I definitely disagree. I've been subscribed for over 10 years and never regretted it. The new PS Plus Extra is even better - I have mixed feelings about Premium though.
Update: Turns out it may have been Sony fixing it. But still glad we got it sorted in the end.
If it helps I had the same problem as described on the article, but have solved it.
I bought the ps4 version of FFVII remake on day 1 digitally.
I then downloaded the ps5 upgrade in 2021.
When the FFVII Intergrade version was showing as "Learn More" I installed the PS5 FFVII (the 2021 upgrade version).
After doing so I then went to Restore Licenses in options.
Once I did this when I went back to the FFVII Intergrade version it now allowed me to download (also showing a PS+ icon next to it to confirm its from the PS+ Extra subscription).
It also appears to have recognised my currently installed main PS5 FFVII game and has only downloaded the additional INTERmission DLC.
Yes. It is fixed here as well!
Seems like they figured it out.
I hope everyone enjoys the game now that it’s hopefully fixed for all! It’s a great experience
@Milktastrophe
Hear, hear
It's all well and good that they fixed it, but they really need to fix their store on the PS5 so this doesn't keep happening with games. There's no reason why they can't actually do some serious work on their end and make the PSN store on the PS5 work the way it should, but it seems like Sony is content with things not working right and then they fix certain things each time something like this goes wrong.
Final Fantasy 7 Remake has been glitchy with PSN since at least Intergrade. The game plays just fine, but since there's a PS4 version, a PS5 version, and a demo, it has no idea what is what if you compare trophies with somebody via your Games page. It thinks I've never played the game whenever I compare it with some people even though I've played both the PS4 and the PS5 version, and also sometimes when it does actually show it it may or may not be the PS5 version. It's also ridiculous that you have to go on the website to do something like claim the upgrade for Deliver Us the Moon when it first released. Neither is a huge deal in the grand scheme of things, but these are still things that shouldn't be happening and should be fixed rather than Sony just sitting there and doing nothing. Shouldn't have to jump through hoops to do something that should take a minute to do on the PS5.
@Arloth Maybe I didn't explain it well enough. My bad if so. There's nothing wrong with being able to go to the website to upgrade games and such. My problem is you shouldn't be forced to do so just because the store on the PS5 doesn't always work the way it should. In the case with Deliver Us the Moon, the only option was to upgrade your PS Plus when there should have been an Upgrade button there too.
Great work @LiamCroft — I'm crediting you with the fix for all your reporting on this!
@get2sammyb I'll take it!
@Arloth It basically goes along with other problems that go unfixed really, whether major or just annoyances. I'm not sure why, as in cases like this one it would make their lives easier as they wouldn't have to fix something every time.
It's a shame they leave all of these issues unfixed, again big or just annoying. It's nothing that will make me give up being primarily a PlayStation gamer or anything. It's more or less just disappointing that they don't seem to care about fixing most things.
Honestly, while I manage, the PSN Store on the PS5 is probably the biggest mess of anything I would list. The things I've already mentioned, plus when it says how many friends have played a game, the count is way off. I had less than 10 people that had played Stray already as of yesterday, but it said at least 14 had already (I don't remember the exact numbers). Also, I have 44 friends, but I've seen it list a number in the upper 40's at times for some games. The bigger deal is the file sizes listed for games are way off, sometimes saying a game is twice as big as it really is. Stray is roughly 7 GB, but it's listed at around 14, and Life is Strange: True Colors is listed as 20 something when it is 12 GB on PS5.
@KilloWertz that size you're seeing is the sum of the PS4 and PS5 versions. If you go to download them it'll list the individual sizes separately. It should just split it out on the game's homepage too.
@Milktastrophe You are right, but like you said, they should separate them. As much as people complained about the store on the PS4, it was a lot less of a mess functionally. It was a cluster visually, but I'd take that over what we have now on the PS5.
It's clear the UI itself wasn't ready. It would have been nice if they somehow just transported the PS4's UI into the look of the PS5's, but alas, we're left with problems like what I mentioned and what the article is about with little reason to have much confidence that things will get permanently fixed anytime soon.
I guess everybody can lay down the pitchforks now. People sure love to raise hell instead of just being a little patient. It would have gotten sorted regardless. PushSquare always needs to pour fuel on the fire and whip the people into a frenzy. This website strangely does not let any chance to trash Sony pass by them despite being a supposedly Playstation-centric website.
But I still cannot download it (PS5 Intergrade PS Plus version). It says "something went wrong". I downloaded the previous version of it, which was counting out the time until it became unavailable. There's a lock icon under the game, but I can play it. And have no idea how long will it allow me to play.
Finally fixed for me, too.
@OneWingedAngel "It would have gotten sorted regardless."
Not really. Many issues are never sorted. That's why complaining about real issues is important.
@Arloth Same goes for Ghost of Tsushima. Still unable to upgrade to DC.
@Arloth Yes, after claiming the Legends from PS+ many months ago, this denied me upgrade of my PS4 copy to PS5 DC version. Yes, I still can buy it for full price but why would I do that? Sony should really find a permanent solution to avoid this crap.
@Arloth I own PS4 disc, it isn't solved
Very good. Already downloaded the Intermission DLC, gonna play today.
Nice! It’s working finally!
Remake aka cashgrab
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