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Lost access to Playstation Plus free games permanently!! (Update: resolved)

m@cross

Member
I will try to keep this brief, but detailed;

About 2 weeks ago my plus subscription lapsed for a short amount of time; after renewing it that same week, my access to all the free games I have on my account is now gone and only this months games are available. This is years worth of plus content on PS3, VITA, and PS4, gone.

The specifics;

Earlier this month I got the normal "your subscription to plus is about to expire" warning emails. In the past I have gotten these even with a year + left on my account, but the system didn't register it until the current year ended and then it auto continued. Unsure if I had purchased another year and it would do the same, I decided I would wait until that day and see what happened. If plus turned off I would buy a new year, simple way to avoid buying more time when not needed, rather do it during a sale.

That day happens and sometime that morning while I was at work I noticed I no longer could see the free plus games for that month as "free". I then logged into my Playstation credit card account and turned in points for a 1 year plus code. I attempted to try to use it on the website, but it told me I had to do it from a Playstation device.

I get home form work that night, log into my PS4 and input the code; bam the yellow + appears next to my name, looks all good.

Now I work 60+ hours a week and go to school full time while also being a husband and father; I don't play playstation every day and sometimes not more than once a week. I happened to be having finals these last two weeks, so even less time.

So Saturday I am playing War Thunder on PS4 and notice I can't see the micro transaction store for the game. My friends say it works fine for them. I log into the PS Store, search for the game, find it, buy a 99cent gold eagle to test it. Switch back into the game, no new gold eagles. Strange enough, maybe I need to log out and back in I think so I decide to try that later when we are done playing.

Night ends, friends are tired, so I decide to try out the new Resogun expansion. I had purchased the season pass several days before and had not tried it yet. Go to launch Resogun and it has a lock icon next to start. "Cannot start the application. The application has expired." I then check my other games, all my free plus games other than the current month have this icon.

I get online and contact chat support. Nice guy, tries help me out but no luck. He has me delete a game and try to download it again. All the game sin the store are showing up with their retail prices, would have to buy them to download them. Check my download list on the website; all my free games are there, but when I click download to PS4 it flickers and does nothing. I click another regular game, it starts downloading.

I look at my library on PS4 and non of my free games are there despite several still being installed on the PS4. He apologizes and advises me to call phone support when they open the next day and ask to have my problem escalated.

Sunday; call phone support, explain the situation, nice lady, apologizes and asks me to hold on while she talks to the next level support. Gets back on with me and tells me something like - Sorry but they can't do anything, developers have agreements that sometimes preclude you from getting the game again once the period has expired.

I respond; ok but I have lost EVERY plus game I have ever owned on my VITA, PS3, and PS4 except this months games, that is 3 years of content, that is 80% if my VITA library! I then continue to point out that not only is that absurd, but it contradicts everything they have posted on the topic.

Playstation Plus FAQ (official Sony forums)
Q: What happens to the games and Add-Ons I downloaded free through a PS Plus membership, and I decide to not renew my membership?
A: If you do not renew your PS Plus membership, you will not be able to access previous free games downloaded with Plus. If you have purchased Add-Ons for a game you received free in Plus, and it requires said free game to play it, you will not be able to access these Add-Ons if you choose not to renew your membership. However, if you decide to re-activate your membership, you will once again be able to play all games downloaded from the Instant Game Collection along with all purchased DLC for these games. Alternatively, you may also purchase the specific game to access any purchased Add-Ons for the game as well.

Playstation official Blog
Q: My subscription expired, but I renewed it late. Will I get my content back?
A: Yes you will.

She apologizes again and asks me to hold again to tell them that I insist on talking to someone. Finally I get yet another nice person who apologizes and listens to me. She isn't sure what they can do, but promises to talk to corporate and call me back the next day (today). She theorizes that maybe something got messed up on their end and they didn't know it yet (maybe with the recent changes to plus?)

In the mean time, I happened to also notice that War Thunder was not listed in my library despite being there and playable on the launch screen. I verify I can still download it and subsequently delete the game and re-install it. Log into it and voila, the eagles i bought appear (I had checked twice before this to verify it wasn't needing to log out).

I will update this once I hear back from them today, but I felt people should be warned that either things have changed with the Plus policy or a glitch might be occurring they should avoid. I know at least 1 or 2 others have posted similar issues in the support forums as well and have not had luck with this being resolved.

UPDATE
July 1 - Called support yesterday after not hearing back form them; was assured that person would still get back to me and noted I called on the case#. Have yet to get a phone call back.

UPDATE 2
July 6 - Called support again, still no call back from them. Level 1 support informed me that my level 2 support person needed to talk to level 3, and they don't work today. Advised to try calling tomorrow....

UPDATE 3
16th No update yet, try calling again in a week.

UPDATE
24th - Phone support again, my case is currently "closed", which is to say they can't help me on the phone and I need to wait for a resolution form above. Support says they have no record of me calling on the 16th and case was closed on the 8th. Spent another hour troubleshooting with the guy, eventually he let me talk to his supervisor. Supervisor tells me if it was more than 24 hours I lose content permanently. Argued the facts and told him I was told otherwise and sources on their website say that is not true. On hold again.

Update
Two people reached out to me here, and my problem has been fixed. I was asked to not mention who, so I won't go further than that. The solution ended up being adding more plus time. Once I added an extra month of plus, all my plus content came back. So if you have this same problem, extending your subscription should fix it, and customer service is aware of it and looking at how to prevent it from occurring again. Thank you everyone for your support and help, without good people here, I may never have solved this problem.
 
i had a similar issue due to a refund and in my own personal experience sony is either unwilling or unable to provide any real support for these type of issues.

best of luck.
 

Megatron

Member
To me it sounds like you activated your Plus on the wrong account. Are you sure you are using the same account you have been using? Can they verify that? Are all your trophies still there?
 

bebop242

Member
To me it sounds like you activated your Plus on the wrong account. Are you sure you are using the same account you have been using? Can they verify that? Are all your trophies still there?

Yea that's what I was thinking until he said he looked at his PSN and saw the yellow plus symbol.
 

Spy

Member
I remember buying Warhawk and all of it's DLC on PS3. I was charged $40, verified by looking at my bank statement but it never allowed me to download the games. It only asked if I wanted to purchases the games, again.

I was so busy with life at the time that I completely forgot to contact Sony about this. Hopefully your issue gets resolved.
 

m@cross

Member
Here is my PSN account with one of the no longer accessible games, not the expiration.




To me it sounds like you activated your Plus on the wrong account. Are you sure you are using the same account you have been using? Can they verify that? Are all your trophies still there?

Correct account, my name has the plus next to it and I can access all current plus content as well as online games.
 

daveo42

Banned
Edit: Just saw OPs update above my own. Not sure what else it could be then unless it is something on Sony's end. Hopefully they will get back to you and get this resolved quickly. Good luck.
 

Morrigan Stark

Arrogant Smirk
yup-easy fix OP
Read the thread...

My PS+ subscription lapsed before, and when I re-signed, I got everything back without any problems...
Do you have a PS4? I wonder if it's an issue with PS4s only, I'm sure people would have noticed it happening on the PS3 in all those years. Or maybe it's a glitch related to those new changes to PS+.

Hope you get your games back, OP. Keep us posted.
 

m@cross

Member
Read the thread...


Do you have a PS4? I wonder if it's an issue with PS4s only, I'm sure people would have noticed it happening on the PS3 in all those years. Or maybe it's a glitch related to those new changes to PS+.

Hope you get your games back, OP. Keep us posted.

My theory is it is due to the new PS plus changes; would be why this just now occurred. Could be the start of a lot of people reporting it.

I have a 4, 3 and VITA, all three systems have locked me out of all plus content but this months.
 

Twinduct

Member
Renewed late last month and it all the PS games still work. Didn't touch anything during the night down time though.
EU store btw

Hope you get it sorted OP. Shit's weird
 

hesido

Member
That sucks. Sony's gotta fix that. The support representative's explanations are more worrying, "some publishers preclude the game from being played again after expiration * lapse - renewal."

If this is the case, WHICH GAMES DAMMIT..

Tho in your case, since you can't play any games, it seems more like a Sony screwup of the license renewal system.

If you can't fix it and more people with this problem pops up, we should better make this heard.

Btw, I auto-renewed my sub, my Vita was not connected at the time so all content expired. I happened to go to a netless place and couldn't play any plus games for that week. Now I'm re-activating each game one by one by launching them in a connected environment. Since Vita's wireless connection is as stable as toddler balancing on a beach ball, it is taking time to activate some games. Actually, currently I couldn't activate street fighter x tekken for a good 5 minutes, no success yet!
 

Hedrush

Member
This happened to me with super stardust HD on PS3. All my other games where fine tho. I kept trying it every other month or so but it never would come out of "trial mode". I didn't bother phoning sony and I just bought it again as it was only a couple of pounds. Obviously your issue is on a much larger scale tho. Hopefully Sony will get it sorted for you.
 

komplanen

Member
Sounds scary! I hope you get it sorted out. As you pointed out all their FAQ's and such clearly state that this should not happen. I bet it's just a database bug or something fixable and not really a policy change.
 
YOSP has said numerous times that it's not a policy change, and you should contact support to get your games back.


Google and shit dude. The entire Reddit psplus page is littered with these posts, so it's a database problem I believe.
 

Killthee

helped a brotha out on multiple separate occasions!
Anyone knows how to check when my Plus sub expires?
Go here and look for a plus game. You'll see your expiration date right next to it.

On a console you can either go to your account settings -> Transaction Management -> Services List or select a PS+ game -> Triangle (or Option on PS4) -> Info -> Expiration date.
 
You know, I know its fashionable to give Microsoft a lot of criticism but they have all this sorted out at least.

Sucks for the OP, I hope you get compensation of some kind.
 

JJD

Member
Go here and look for a plus game. You'll see your expiration date right next to it.

On a console you can either go to your account settings -> Transaction Management -> Services List or select a PS+ game -> Triangle (or Option on PS4) -> Info -> Expiration date.

Thanks friend!
 

hohoXD123

Member
You know, I know its fashionable to give Microsoft a lot of criticism but they have all this sorted out at least.

Sucks for the OP, I hope you get compensation of some kind.

Unless if we find out that it's not just a glitch which can happen to any system for any company, there's no need to even bring MS into this.
 

ethomaz

Banned
Sad for the OP.

Worked fine to me... I have yet all my games since first month even after stay with Plus expired for over 1 month in late 2013.
 
That sucks. Sony's gotta fix that. The support representative's explanations are more worrying, "some publishers preclude the game from being played again after expiration * lapse - renewal."

If this is the case, WHICH GAMES DAMMIT..
I think this is more referring to situations where publishers remove games from digital stores. It's happened to a handful of games. Usually it's a rights/royalties issue.

It's worrying that there's no testimonial of anyone getting similar issues resolved.

I'd recommend regular, but polite, twitter complaints. Keep calling support, but if they're telling you they can't do anything, make it a public issue. Don't let yourself be fobbed off to support when they've said they can't help.
 

McLovin

Member
You know, I know its fashionable to give Microsoft a lot of criticism but they have all this sorted out at least.

Sucks for the OP, I hope you get compensation of some kind.
They sure do have it sorted out. If that if it happens to you with, their free games, you most likely wouldn't give a shit.
 
Something like this happened to me

my problem was that for some reason my Account wasn't set to "Primary account" make sure that is set, after everything was back
just to be sure, you should deactivate it then re-activate it
 

Fliesen

Member
my experiences with the Playstation support weren't too great either.

  • I bought my 365 subscription to PS+ digitally via an Amazon link on the official Austrian(!) playstation website. When trying to activate the code it told me i couldn't - i later found out i had bought a German(!) code, Austrian codes are only available in retail, not digitally.

    While Sony were being total dicks about it (even though it's totally in their power to freeze the code i had while upgrading me to Austrian PS+ (why even regionlock that?!) ) Amazon people were great. It did take like 3 weeks, but in the end Amazon managed to get a physical Austrian Subscription key, which they then emailed me.

    Oh, and Sony sneakily removed the misleading Amazon link from their webpage. Thanks...

  • Also, their support articles suck and are full of errors (the one telling you where to find your PS4's serial code is complete poop)

  • Also, i sent in a PS4 because it runs super loud, i got it back after 2 weeks, it still runs super loud. :/
Hope you'll get your games back, OP, just so you can boost the Pixeljunk shooter MP trophy with me!
 

Rojo

Member
Not sure if its related, but i know i had PS plus at one point before i signed up for a year and in my collection i had Lara Croft and the Guardian of Light and Just Cause 2 downloaded and played and now that i bothered to look i can't find them in my history, and when i visit their page i have no record of downloading it.
 

m@cross

Member
Well I have to give it to Sony so far; apparently now they have elevated this to level 4 tech support and need to do serious investigation as to how this occurred. It at least looks like it is not "working as intended", so maybe there is hope. Supposed to call them back on the 16th if I don't get called back.
 
Almost sounds like the Impel Down of tech support. Here's hoping they make an beneficial error and give you permanent licences to games.
 

.la1n

Member
Playstation support is the absolute worst in my experience. I have always had the issues resolved but only after a lot of effort on my part. I would recommend posting in the support forum as that what has helped me in the past when online chat / phone support was useless. After you post be sure to tweet them with the problem and forum post as well. This is what finally got me help with my latest problem, after about three weeks had past from the time I initially contacted support.
 

Sez

Member
My PS+ sub expired on Jun 6th, I renewed a week later and got all my games again.

BUT all my download list was changed, now it shows like I bought every PS+ game in Jun 13th 2014, but my games are there.
 
I will try to keep this brief, but detailed;

About 2 weeks ago my plus subscription lapsed for a short amount of time; after renewing it that same week, my access to all the free games I have on my account is now gone and only this months games are available. This is years worth of plus content on PS3, VITA, and PS4, gone.

The specifics;

Earlier this month I got the normal "your subscription to plus is about to expire" warning emails. In the past I have gotten these even with a year + left on my account, but the system didn't register it until the current year ended and then it auto continued. Unsure if I had purchased another year and it would do the same, I decided I would wait until that day and see what happened. If plus turned off I would buy a new year, simple way to avoid buying more time when not needed, rather do it during a sale.

That day happens and sometime that morning while I was at work I noticed I no longer could see the free plus games for that month as "free". I then logged into my Playstation credit card account and turned in points for a 1 year plus code. I attempted to try to use it on the website, but it told me I had to do it from a Playstation device.

I get home form work that night, log into my PS4 and input the code; bam the yellow + appears next to my name, looks all good.

Now I work 60+ hours a week and go to school full time while also being a husband and father; I don't play playstation every day and sometimes not more than once a week. I happened to be having finals these last two weeks, so even less time.

So Saturday I am playing War Thunder on PS4 and notice I can't see the micro transaction store for the game. My friends say it works fine for them. I log into the PS Store, search for the game, find it, buy a 99cent gold eagle to test it. Switch back into the game, no new gold eagles. Strange enough, maybe I need to log out and back in I think so I decide to try that later when we are done playing.

Night ends, friends are tired, so I decide to try out the new Resogun expansion. I had purchased the season pass several days before and had not tried it yet. Go to launch Resogun and it has a lock icon next to start. "Cannot start the application. The application has expired." I then check my other games, all my free plus games other than the current month have this icon.

I get online and contact chat support. Nice guy, tries help me out but no luck. He has me delete a game and try to download it again. All the game sin the store are showing up with their retail prices, would have to buy them to download them. Check my download list on the website; all my free games are there, but when I click download to PS4 it flickers and does nothing. I click another regular game, it starts downloading.

I look at my library on PS4 and non of my free games are there despite several still being installed on the PS4. He apologizes and advises me to call phone support when they open the next day and ask to have my problem escalated.

Sunday; call phone support, explain the situation, nice lady, apologizes and asks me to hold on while she talks to the next level support. Gets back on with me and tells me something like - Sorry but they can't do anything, developers have agreements that sometimes preclude you from getting the game again once the period has expired.

I respond; ok but I have lost EVERY plus game I have ever owned on my VITA, PS3, and PS4 except this months games, that is 3 years of content, that is 80% if my VITA library! I then continue to point out that not only is that absurd, but it contradicts everything they have posted on the topic.

Playstation Plus FAQ (official Sony forums)


Playstation official Blog


She apologizes again and asks me to hold again to tell them that I insist on talking to someone. Finally I get yet another nice person who apologizes and listens to me. She isn't sure what they can do, but promises to talk to corporate and call me back the next day (today). She theorizes that maybe something got messed up on their end and they didn't know it yet (maybe with the recent changes to plus?)

In the mean time, I happened to also notice that War Thunder was not listed in my library despite being there and playable on the launch screen. I verify I can still download it and subsequently delete the game and re-install it. Log into it and voila, the eagles i bought appear (I had checked twice before this to verify it wasn't needing to log out).

I will update this once I hear back from them today, but I felt people should be warned that either things have changed with the Plus policy or a glitch might be occurring they should avoid. I know at least 1 or 2 others have posted similar issues in the support forums as well and have not had luck with this being resolved.

UPDATE
July 1 - Called support yesterday after not hearing back form them; was assured that person would still get back to me and noted I called on the case#. Have yet to get a phone call back.

UPDATE 2
July 6 - Called support again, still no call back from them. Level 1 support informed me that my level 2 support person needed to talk to level 3, and they don't work today. Advised to try calling tomorrow....

What's level 1/2/3 support?
 
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