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.