PSN just took money for Spider-man and won’t let me download the game

alphacat · Sep 7, 2018

I purchased the digital deluxe edition and the funds were taken from my wallet. It took me right back to the game page where it showed the game with a price tag on it. I checked my wallet's transaction history and it shows that it was purchased successfully.

I can't find a way to download this game? It's not showing up in my library and I have 400 GB of free space. I even tried adding it to my basket in the store but it says that I am not eligible to download or purchase this game.

Any ideas guys? I hope this is a PSN glitch; it never happened to me before.

CNSBarry · Sep 7, 2018

You're probably going to need to contact support.

Normal · Sep 7, 2018

Contact customer support.

Elven_Star · Sep 7, 2018

Try starting the download via PSN website.

Rejam · Sep 7, 2018

Speak to customer support.

Rommaz · Sep 7, 2018

Have you tried going to the standard editions game page now?
EDIT: Maybe it'll let you "purchase" the standard edition for free now that you have the deluxe bundle.

TelluricTokoro · Sep 7, 2018

Download it from the website or mobile website.

PSN is sometimes weird about unlocking games for download the day they release

xxracerxx · Sep 7, 2018

CurseoftheGods said:
Any ideas guys?

Call Sony.

Border · Sep 7, 2018

The brand new disc I got is not installing properly — around 35% progress it just starts spinning up, crapping out, then trying to spin up again...over and over. Is there a way to download the digital version and just use the disc for authentication? Anything I can do to fix the disc?

Syysch · Sep 7, 2018

Can try the "test internet connection" thing in the network settings too, that usually solves any library related issues i have - it seems to be the easiest way to force a sync with the psn - though I've never run into the game simply not showing up there.

SuperPac · Sep 7, 2018

Go to your library and check the "purchased" area (which is not going into the PSN store and checking transaction history). If it's not there, yeah, call support.

Border said:
The brand new disc I got is not installing properly — around 35% progress it just starts spinning up over and over. Is there a way to download the digital version and just use the disc for authentication?

No.

XSX · Sep 7, 2018

Cross your fingers / pray. Then call Sony.

Good luck.

Deleted member 11413 · Sep 7, 2018

Border said:
The brand new disc I got is not installing properly — around 35% progress it just starts spinning up over and over. Is there a way to download the digital version and just use the disc for authentication?

No, but if the disc is faulty then that's a pretty good case for a refund or exchange, especially if you just bought it. What retailer did you buy it from?

Kainé · Sep 7, 2018

Elven_Star said:
Try starting the download via PSN website.

This or go to the console's library.

Megasoum · Sep 7, 2018

Also if you check your library, make sure to check under M for "Marvel's Spider-man" and not under S (where it should be...)

Hydeus · Sep 7, 2018

Good luck.

ghostcrew · Sep 7, 2018

Megasoum said:
Also if you check your library, make sure to check under M for "Marvel's Spider-man" and not under S (where it should be...)

This is a good shout that I hadn't even thought of!

rawd · Sep 7, 2018

Give it like 10-15 mins then try. I've had wonky shit happen like that before.

NinjaGarden · Sep 7, 2018

Megasoum said:
Also if you check your library, make sure to check under M for "Marvel's Spider-man" and not under S (where it should be...)

This could be it.

I also recommend checking your download queue on the website. You may need to start it from there.

Alek · Sep 7, 2018

Try the 'restore licenses' option under account settings? My understanding is that it checks everything that's supposed to be 'owned' by your account, so it could trigger an update or something.

Becks' · Sep 7, 2018

Contact support. At least it's not Steam Support.

Deleted member 12352 · Sep 7, 2018

Outside chance using "restore licenses" might work. Download button disappeared from a couple of games in my library one time and restoring those fixed it right away.

edit: ^^^ beaten by seconds!

Deleted member 16876 · Sep 7, 2018

Go into the download list, sometimes it won't show up as "purchased" on the store but will show up in the download list.

Sony needs to fix this glitch.

Akelisrain · Sep 7, 2018

Seriously, have you tried turning it off and on?

Border · Sep 7, 2018

Lord of Ostia said:
No, but if the disc is faulty then that's a pretty good case for a refund or exchange, especially if you just bought it. What retailer did you buy it from?

I just rented it from RedBox. It's been probably a year since I've gotten a physical game so I'm not even sure if the drive is the problem or the disc.

Crayon · Sep 7, 2018

Target just took my money and handed the game right over the counter.

jstevenson · Sep 7, 2018

CurseoftheGods said:
I purchased the digital deluxe edition and the funds were taken from my wallet. It took me right back to the game page where it showed the game with a price tag on it. I checked my wallet's transaction history and it shows that it was purchased successfully.

I can't find a way to download this game? It's not showing up in my library and I have 400 GB of free space. I even tried adding it to my basket in the store but it says that I am not eligible to download or purchase this game.

Any ideas guys? I hope this is a PSN glitch; it never happened to me before.

Look under M instead of S.

(also everything else everyone here suggests)

Dazraell · Sep 7, 2018

I've had a similar problem with The Walking Dead: The Final Season. Try to put the game on download queue via the website. It worked for me.

Malovis · Sep 7, 2018

Make a thread on Neogaf.

Deleted member 11413 · Sep 7, 2018

Border said:
I just rented it from RedBox. It's been probably a year since I've gotten a physical game so I'm not even sure if the drive is the problem or the disc.

Oh, well you are probably SOL then, but at least you are only out a few bucks. Just return it and rent from another Red Box

Deleted member 135 · Sep 7, 2018

I've seen this before, it's high network load. The frontend doesn't update as fast as the backend. You own the game, don't worry, try your Library or the web/mobile store first.

If that doesn't work then contact support.

gogosox82 · Sep 7, 2018

You need to contact support.

Malovis said:
Make a thread on Neogaf.

lol

talkTOmyHAND · Sep 7, 2018

Call the support....and prepare for a war.

kennyamr · Sep 7, 2018

Restart your PS4.

Ant_17 · Sep 7, 2018

Elven_Star said:
Try starting the download via PSN website.

This.
Also restart the console.
Had that happen to me with a game.

alphacat · Sep 7, 2018

Yeah, I tried everything — I can't download the game.

I have been searching Google for the UK support line for 15 minutes and cannot find it. Can anyone help?

Ludens · Sep 7, 2018

Always go physical. A digital future is a big mistake for gaming as whole.

AxeVince · Sep 7, 2018

Try to restore licences. Reboot the console, go check on the PC marketplace in download list if it's there.

Trekkie · Sep 7, 2018

the moment when we regret posting this meme

Solidsnakejej · Sep 7, 2018

CurseoftheGods said:
Yeah, I tried everything — I can't download the game.

I have been searching Google for the UK support line for 15 minutes and cannot find it. Can anyone help?

US browser store has a contact us at the bottom of the page check there on the UK side.

DukeBlue · Sep 7, 2018

Honestly, as I tell anyone that has the pleasure of dealing with Sony's anti-consumer customer support, good luck

XDevil666 · Sep 7, 2018

Border said:
The brand new disc I got is not installing properly — around 35% progress it just starts spinning up, crapping out, then trying to spin up again...over and over. Is there a way to download the digital version and just use the disc for authentication? Anything I can do to fix the disc?

Nope if a reboot doesn't work

Forgiven Empathy · Sep 7, 2018

CurseoftheGods said:
Yeah, I tried everything — I can't download the game.

I have been searching Google for the UK support line for 15 minutes and cannot find it. Can anyone help?

0203 538 2665
Mon-Sat 10:30 - 19:00

So you just missed them today, but in the morning you'll be able to get a hold of them.

Nintendo · Sep 7, 2018

DukeBlue said:
Honestly, as I tell anyone that has the pleasure of dealing with Sony's anti-consumer customer support, good luck

I've never had a problem with their customer support. They've always been super helpful.

JusDoIt · Sep 7, 2018

Ludens said:
Always go physical. A digital future is a big mistake for gaming as whole.

I've gone entirely digital on 3 consoles this generation, and 4 consoles for much of last generation. It's been fine.

PC gaming is practically all digital. It's fine.

The fight for game preservation is largely on the digital front.

Nothing is permanent. Not even all the boxes you got stored away in your house.

NewDust · Sep 7, 2018

CurseoftheGods said:
Yeah, I tried everything — I can't download the game.

I have been searching Google for the UK support line for 15 minutes and cannot find it. Can anyone help?

If you go to the 'purchased' tab in your library and sort by 'most recent purchase', what the first entry? If you "purchase" a demo from the webstore, does it show that as most recent?

Pandora012 · Sep 7, 2018

DukeBlue said:
Honestly, as I tell anyone that has the pleasure of dealing with Sony's anti-consumer customer support, good luck

I'm one of the lucky ones, they've always been helpful.

Mechaplum · Sep 7, 2018

DukeBlue said:
Honestly, as I tell anyone that has the pleasure of dealing with Sony's anti-consumer customer support, good luck

They've been pretty helpful the last time I called them. It wasn't about a refund though but they fixed my issue quickly.

NinjaGarden · Sep 7, 2018

Does anything show up on your Download List? It's on the PSN Store website. Click on your PSN ID and select it from there (not the queue).

Alej · Sep 7, 2018

UK Support is closed for today.

Options if you want to play "fast" :

- you purchase it a second time and then solve later the first issue while playing in the meantime
- you don't do anything and you wait for the Resetera crowd to find a solution for you
- jstevenson gladly offers you a copy after you prove your innocence !
- we offer you a copy via crowdfunding right now (not gonna happen)
- you go to sleep now so you don't wait for tomorrow

PSN just took money for Spider-man and won’t let me download the game

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