PS Plus Issue: Lost Essential License if you also downloaded the Extra version.

[kanzenchaos]

8 minutes ago, Squarevii87 said:

Never purchase/download a game from extra or premium if you have it from ps plus essential

It will override the licence and if the game leaves the service you must buy it again

Learned it the hard way.

[Lance_87]

On 9/12/2022 at 4:04 AM, kanzenchaos said:

Ok so here's how their response went.

They went in talking about how I re-purchased the game through my PS Plus Extra sub, so it replaced the Essential license and then left the Extra catalogue, and then said it was all my responsibility and I'll need to buy the game again.

Then quoted paragraph 8.16 of their ToS

 

It makes no sense right? It just says that only the purchaser account can use the product and that they are not responsible for file corruption and expired licenses. Except PS+ Essential games are not supposed to expire. How do you guys think I should proceed with this?

@darkjian92

 

Clearly the ToS was not written with Now/Plus Extra and Premium in mind. They don't even say anything about certain free redeemed content retroactively turning into PS+ content years later (happened to me with some PSP DLC on my JP account, and a PS3 app on my US account, only learnt about it thanks to the latest PSDLE update from a couple of months ago, since they "disappeared" for years from the list) or that they have the right to retroactively replace games on accounts due to copyright changes (i.e. i purchased the digital version of GTA4 and both DLC years before the 10th anniversary, yet i got the songs removed/replaced in radio stations, this never happened with the old GTAs or with other games especially on PC, AFAIK)

Edited December 10, 2022 by Lance_87

[kanzenchaos]

Waste of time.

They just reiterated that it was my fault for redeeming the Extra version when I already had the essential one.

They never made it clear but still they blame the customer? lol

 

I've searched for other replies in the same website about this issue, there were like 4 or 5 of them and every one had the same answer, and it seems people just accept it and give a 9 or 10/10 rating to the support team. That's why they get away with it and don't try to do anything to fix this kind of issue.

 

I've sent yet another reply, but I'm pretty sure they can't even do anything at this point.

[darkjian92]

That really sucks, and I'm especially sorry to hear it given the difference in my experience. It does look like I got the exception, not the rule, with how Sony support are dealing with this. 

[kanzenchaos]

1 hour ago, darkjian92 said:

That really sucks, and I'm especially sorry to hear it given the difference in my experience. It does look like I got the exception, not the rule, with how Sony support are dealing with this. 

Yep, really frustrating.

 

Not that it's such a huge sum of money to just go out and buy the game, considering the PS5 version is so much better and all, it might've been my choice even if I still had access to the PS4 PS+ version.

[LadyGallethX3]

This sorta scam, fraudulent business model is terrible. Making people lose their previous ownership of a product. Have you tried blowing it up over social media? I dont think people realize this enough. 

[kanzenchaos]

7 hours ago, LadyGallethX3 said:

This sorta scam, fraudulent business model is terrible. Making people lose their previous ownership of a product. Have you tried blowing it up over social media? I dont think people realize this enough. 

Maybe if we could contact someone from one of the bigger gaming websites this could be fixed. Same way they reported the paid Horizon Forbidden West upgrade.

[RotatingCube]

On 12/10/2022 at 7:59 AM, Squarevii87 said:

Never purchase/download a game from extra or premium if you have it from ps plus essential

It will override the licence and if the game leaves the service you must buy it again

 

So how can you tell if the version is the ps plus essential one? Or are you pretty much screwed if you download the game no matter what?

[kanzenchaos]

5 minutes ago, RotatingCube said:

 

So how can you tell if the version is the ps plus essential one? Or are you pretty much screwed if you download the game no matter what?

You can just download it from your library and it will be fine. Never do it by looking for the game on the PS Store.

[Lordguwa]

Just now, kanzenchaos said:

You can just download it from your library and it will be fine. Never do it by looking for the game on the PS Store.

 

definitely agree. i'm probably going to run into that issue with 1st tier Plus when i have premium already on a few games.

[deathskitten]

On 07/12/2022 at 0:32 PM, deathskitten said:

[snip]

The customer service rep got me to restore my licenses, which didn't do anything so they've now sent my case on to one of their specialists to look into. I should hopefully hear back from them in a couple of days.

 

I'll let you know what happens next!

 

Sony finally came back to me on this:

 

"Hi XXX, 

Thank you for contacting PlayStation Support and for your patience while we investigated the situation around Greedfall.

I am happy to confirm that a new license has been applied to your account, so you will be able to download this from the Library if you haven't already.

I hope this helps, but if you have any other questions, please contact PlayStation Support, and one of our team will be happy to help.       

Thanks,       
The PlayStation Support Team"

 

I've checked it and it looks like I now have access to both the PS4 & PS5 version of the game. It's weird that Sony is being so inconsistent with their response to this issue...

[LadyGallethX3]

5 hours ago, deathskitten said:

I've checked it and it looks like I now have access to both the PS4 & PS5 version of the game. It's weird that Sony is being so inconsistent with their response to this issue...

To be fair, its not really "Sony" imho but the stupid lazy inconsistent employees they hired for CS.

[kanzenchaos]

11 hours ago, deathskitten said:

 

Sony finally came back to me on this:

 

"Hi XXX, 

Thank you for contacting PlayStation Support and for your patience while we investigated the situation around Greedfall.

I am happy to confirm that a new license has been applied to your account, so you will be able to download this from the Library if you haven't already.

I hope this helps, but if you have any other questions, please contact PlayStation Support, and one of our team will be happy to help.       

Thanks,       
The PlayStation Support Team"

 

I've checked it and it looks like I now have access to both the PS4 & PS5 version of the game. It's weird that Sony is being so inconsistent with their response to this issue...

Great news =D

 

Only if all support employees were that dedicated to their job.

[kanzenchaos]

On 12/12/2022 at 0:05 PM, darkjian92 said:

That really sucks, and I'm especially sorry to hear it given the difference in my experience. It does look like I got the exception, not the rule, with how Sony support are dealing with this. 

Dude now I think their bad support workers have gone too far lol

 

Just now I discovered that they refunded my black friday renewal of my PS+ Deluxe sub same day as I started the call to get Greedfall back on my account.

And then it was renewed at full price on the 14th december.

Idk what to say about this support anymore lol, they are so incompetent there is no way the most hardcore sony fanboy can ever try to defend.

[anbukakashi1994]

was planning to play greed fall this season then this .... F

[Lance_87]

4 hours ago, kanzenchaos said:

Dude now I think their bad support workers have gone too far lol

 

Just now I discovered that they refunded my black friday renewal of my PS+ Deluxe sub same day as I started the call to get Greedfall back on my account.

And then it was renewed at full price on the 14th december.

Idk what to say about this support anymore lol, they are so incompetent there is no way the most hardcore sony fanboy can ever try to defend.

 

This is what i feared the most, you ask for help and they don't understand your request, making disasters... are they really THAT dense?

Edited December 22, 2022 by Lance_87

[kanzenchaos]

5 hours ago, Lance_87 said:

 

This is what i feared the most, you ask for help and they don't understand your request, making disasters... are they really THAT dense?

Yep. I wrote it in the most clear way possible. Never once could I figure out they would do something like this.

That's why I've seen it like 3 weeks later lol

 

EDIT: Just now they responded that my only option is to get a full refund on the full price sub lol

And they, once again, reiterated the only way I can get the game back is by repurchasing it.

Man I'm so done with this support. I hope never to contact them again, it's a big load of BS.

Edited December 22, 2022 by kanzenchaos

[Suporex]

hi I try to follow this thread but am bit confused.

I got Greedfall through PS plus back in a day. I think 2021.

I now have PLaystation Extra and when I go to my library, I can see Greedfall I can click it and it opens page with PS5 and PS4 version, both have lock next to PS+ logo and whatever version I choose then it just sends me to store to purchase it.

Can I fix this myself or have to contact Sony?

What can I do? how do I contact support as I never had to before? is it from console or web page?

 

Thanks

Edited February 16, 2023 by Suporex

[Lance_87]

1 hour ago, Suporex said:

hi I try to follow this thread but am bit confused.

I got Greedfall through PS plus back in a day. I think 2021.

I now have PLaystation Extra and when I go to my library, I can see Greedfall I can click it and it opens page with PS5 and PS4 version, both have lock next to PS+ logo and whatever version I choose then it just sends me to store to purchase it.

Can I fix this myself or have to contact Sony?

What can I do? how do I contact support as I never had to before? is it from console or web page?

 

Thanks

 

Contact Sony. Dunno what options are there in Ireland. Either chat (from website) or phone.

[Suporex]

10 minutes ago, Lance_87 said:

 

Contact Sony. Dunno what options are there in Ireland. Either chat (from website) or phone.

Thanks, I managed through website but not optimistic about this. Guy was asking about console serial number and some wierd stuff that had nothing to do with store.
I provided picture of the lock and he said he will escalate and they will contact me through email within 2 days.

we will see what's up

[Lance_87]

14 hours ago, Suporex said:

Thanks, I managed through website but not optimistic about this. Guy was asking about console serial number and some wierd stuff that had nothing to do with store.
I provided picture of the lock and he said he will escalate and they will contact me through email within 2 days.

we will see what's up

 

That "console serial number" is just BS, and unnecessary info. The real necessary info is the transaction history number. Check your transaction history and/or the email receipt for that game.

[Suporex]

they are coming back to me that the fixed this but I did like 20 license restore and it is still not possible for me to download. Just to purchase. the lock on PS+ logo stays...

[Suporex]

Seems I am not getting Greedfall back, this is the final answer I got:

"Unfortunately this game is no longer available as a part of the PlayStation Plus Catalogue. 

Games that are a part of the PlayStation Plus Catalogue are added to your library for as long as they are available in the catalogue, however you do not receive a permanent licence for game. For this you would need to purchase the game on the PlayStation Store."

[Squarevii87]

 

7 minutes ago, Suporex said:

Seems I am not getting Greedfall back, this is the final answer I got:

"Unfortunately this game is no longer available as a part of the PlayStation Plus Catalogue. 

Games that are a part of the PlayStation Plus Catalogue are added to your library for as long as they are available in the catalogue, however you do not receive a permanent licence for game. For this you would need to purchase the game on the PlayStation Store."

No need to worry,game was mediocre at least

be careful never purchase a game from extra or premium if you have it already from ps plus essential

it will override the licence 

Edited February 23, 2023 by Squarevii87

[Lance_87]

17 minutes ago, Suporex said:

Seems I am not getting Greedfall back, this is the final answer I got:

"Unfortunately this game is no longer available as a part of the PlayStation Plus Catalogue. 

Games that are a part of the PlayStation Plus Catalogue are added to your library for as long as they are available in the catalogue, however you do not receive a permanent licence for game. For this you would need to purchase the game on the PlayStation Store."

 

Are they idiots or what? Technically the Essential license is "permanent" as long as you redeem it before the removal. They didn't even understand your problem... did you show them the transaction number of the first time you redeemed it? I mean the now-named Essential version.

Edited February 23, 2023 by Lance_87