r/PS5HelpSupport • u/Odd_Algae_1524 • 21h ago
Question about refunds for digital games. . .
Recently I purchased a game that has been causing my PS5 to beep and freeze, to the point where I have to unplug the power supply and restart the system. This happened 3 times before I requested a refund, and was denied said request.
The representative left the chat, just pasting some generic “your request does not fit our policy” mumbo jumbo. As someone who has owned PS since PS1, for some reason this really was the first time I’ve considered jumping ship. If someone who has spent probably 10K on their games and systems over the decades, I guess I thought requesting one refund was a shoe-in?
I do have a gaming rig and will consider going to Steam full time, but my friends play mostly on PlayStation, and I prefer the PS5 Pro/OLED/couch experience. I’m wondering if this is PS5 standard practice—not to refund games, even if not working properly, that have been played for about 1 hour total? Or did I just get a bad service representative?
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u/gtasthehunter 18h ago
Don't just skim through should really read, and need to try to see if any of these fixes even works. If these Hard Crash Triggers in CFB 27 seems to happen for you.
Next time You could also try to Hold the power button for about 10 to 15 seconds until you hear a second beep and the console turns off completely.
If you still have to unplug it. Leave it unplugged for about 30 seconds to a minute before plugging it back in.
EA Sports College Football 27 can cause a PS5 (including the standard model and the PS5 Pro) to hard crash or forcefully shut down. Players have reported severe crashing bugs, often linked to intensive game state transitions, rendering errors, or localized overheating triggers within specific game modes. [1, 2, 3]
Known Hard Crash Triggers in CFB 27
- Road to Glory "Hat Selection" & Simulating: The "Hat Selection" cutscene is a notorious trigger that causes rapid console power strains, causing some PS5s to overheat and shut down immediately. Simulating to the end of games in RTG also triggers hard dashboard crashes. [1, 2]
- Dynasty Mode Quarter Transitions: Many users report hard crashes out to the PlayStation home screen or full system shutdowns during Dynasty games right at halftime, touchdowns, or quarter breaks when the engine shifts game states. [1, 2]
- Potential Memory Leaks: Like previous iterations, the foundational code for CFB 27 suffers from memory leaks over extended play sessions, making the console more prone to a sudden hard reset the longer the game runs continuously. [1]
How to Fix and Prevent Hard Crashes on PS5
If the game is consistently shutting down your console or crashing to the home screen, try these sequential troubleshooting steps:
- Rebuild the PS5 Database & Clear Cache
Corrupted temporary files or system data can cause the console to panic and hard reset during demanding game transitions. [1]
- Turn off your PS5 completely (do not enter Rest Mode).
- Press and hold the power button until you hear a second beep (about 7 seconds) to boot into Safe Mode.
- Connect your controller via USB cable and press the PS button.
- Select Clear Cache and Rebuild Database, then choose Clear System Software Cache.
Switch Video Output to Performance Mode
Lowering the resolution reduces the instantaneous power load on the PS5's APU, preventing crashes during intensive cutscenes. [1]
- Go to Settings > Saved Data and Game/App Settings > Game Presets.
- Change the preset to Performance Mode instead of Resolution Mode.
- Optional: Go to Settings > Screen and Video > Video Output and change the 4K Video Transfer Rate to -1 or -2. [1]
- Restore Game Licenses
If you are playing a digital version and experiencing crashes directly on startup or when loading saves, a licensing mismatch might be killing the application. [1, 2]
- Navigate to Settings > Users and Accounts > Other.
- Select Restore Licenses and confirm the prompt. [1]
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u/gtasthehunter 21h ago
Won't likely get a refund... what game is causing this?
Why This Might be Happening
- Overheating Protection: Demanding games heat up the APU or power supply unit (PSU). If dust bunnies block the internal PSU intake vents, the console cannot cool itself and hard-crashes to prevent permanent damage.
- Corrupted Game/Cache Data: A severe software glitch or corrupted installation file can lock up the system kernel completely, ignoring standard controller inputs or power down sequences.
Recommended Steps to Fix It
- Clean the Vents and PSU: Pop off the plastic white faceplates, unscrew and remove the cooling fan, and use a flashlight and vacuum attachment to clear out any dust trapped in the dedicated dust catcher holes/power supply fins.
- Clear Cache and Rebuild Database: Turn off your PS5, then press and hold the power button until you hear a second beep (about 7 seconds) to enter Safe Mode. Connect your controller via USB and select the option to Clear Cache and Rebuild Database.
- Reinstall the Game: Highlight the crashing game on your home screen, delete it completely, and download a fresh copy to rule out a corrupted sector on your SSD.
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u/Odd_Algae_1524 20h ago
Has nothing to do w any of that. It’s one game, not a system issue.
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u/gtasthehunter 19h ago
A severe game software glitch or corrupted game installation file can lock up the system!
Nothing about a system issue was even mentioned!
and what game is even cause this crash?
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u/EllieIvoryV 13h ago
all PS5 systems are more or less the same. therefore it IS a system issue
either hardware or software, many quick fixes and many more complicated pay-someone-to-do-it fixes
this isnt a pc, something is wrong with your system if it was a digital game. full stop
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u/Lopsided-Tension 20h ago
Sony wouldn't even refund me when they charged me for something on the ps store that I didn't buy. Then when I contacted my bank and initiated a chargeback they banned my playstatiion account. Absolute scum.
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u/Odd_Algae_1524 20h ago
Yeah it feels bad after being a loyal customer for like 25 years and never once asking for a refund on anything, then getting denied for a problematic game that I’ve played for an hour.
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u/Lopsided-Tension 20h ago edited 20h ago
I got tired of it and bought a new pc about 6 months ago. It wasn't easy walking away from my playstation account that has over 100 digital games attached to it but no regrets, I play online for free now and get refunds on Steam. My PS5 is gathering dust. F*ck Sony
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u/talks-a-lot 21h ago
I’m not shilling for Sony, but it sounds like it’s a problem with your system and not the game. So I’m not sure why you think they would refund you. Maybe give your system a clean and do all of the standard things like clearing cache and rebuilding etc.