How to check if an issue is with your device or account

To help you troubleshoot your problem further, it can be helpful to try to recreate your issue. You can follow the steps below to first troubleshoot an issue on your own.

Before you start

1. Try restarting the game and restarting the device.
2. Check the server status for any issues.

If you have a second device

1. Login to your account on the second device.
   • If you’re able to login, there’s a problem with your original device. You’ll need to troubleshoot it.
   • If you can’t log in, there’s a problem with the account. Take note of the date and time you were able to find the issue.

If you don’t have a second device

1. Create an account to test with. If you already have a second account, you can use that instead.
2. Login with the new test or second account.
   • If you can login, there’s a problem with your main account. Take note of the date and time you were able to find the issue.
   • If you can’t login, there’s a problem with your original device. You’ll need to troubleshoot it.

Use these articles to create a second account for testing.

Computer

• Mac OS
• Windows

Platform

• Create a new PSN Online ID (PSN ID) for Playstation 4 or PlayStation 5.
  • If needed, you can share PlayStation Plus with the new account (PS4).
• Create a new Gamertag for Xbox One and Series X|S.
  • If needed, you can share Xbox Live Gold Membership with the new account.
• Create a new account for Nintendo Switch.

Mobile

• iOS devices
• Android devices

• Nintendo Switch - repairing your Switch console.
• PS4 and PS5 digital game troubleshooting.
• PS5 - problems reading game discs.
• PS4 - problems reading game discs.
• Xbox Series X|S and Xbox One general game troubleshooting.
• Xbox Series X|S and Xbox One disc troubleshooting.
• Xbox One - game disc installation stops at or close to 0%.
• Xbox 360 - disc drive solution.