Frequently asked questions

If your PlayStation account uses a passkey, PSN wants to confirm it on a second screen before it lets you in. The catch is that leaving the app to go and do that closes the sign-in down behind you — which is why you come back to an error. The trick is to never leave the sign-in screen.

The straightforward way — use a second device

Have another phone, tablet, laptop or PC handy. Anything with a screen and a browser will do.

1. Start signing in as usual. When the PlayStation page asks for your passkey, choose Sign In Using Other Methods.
2. You now have two ways to carry on, and both end up in the same place:
   • Scan the QR code with your other device, or
   • tap Send Sign In Email and open that email on the other device.
3. The other device opens a PlayStation sign-in page. It asks for a code — that code is on your first phone, printed just underneath the QR code. Type it in.
4. Tap OK, then OK again.
5. That is it. Leave the app alone while you do all this and it will sign you in on its own.

Only have the one phone? Use split screen

Split screen puts the app and your browser or email side by side, so the sign-in screen stays open the whole time and never gets closed behind you. Put PS Trophies in one half and your email or browser in the other, then follow exactly the same steps as above — the code under the QR code goes into the page in the other half of the screen.

If you have not used split screen before, Google explains how to turn it on here: Use two apps at the same time.

Versions of PS Trophies before 10 can no longer sign in to PlayStation Network. On one of those versions, signing in opens a page asking you to update instead, and a session you already had stops working the next time it needs renewing. The update is free.

Open the Play Store app on your phone, search for PS Trophies and tap Update. Every phone that could run the old version can run the current one, so this leaves no device behind.

Nothing is lost. Your trophies are stored on PlayStation Network rather than in the app, so all of them come back when you sign in again — same account, nothing to buy and nothing to move across. The new version downloads your profile again the first time you open it, which takes a few minutes on Wi-Fi.

If the Play Store offers no update, close it completely and open it again: a new version can take a few minutes to show up. If it still is not offered, email playstation@indiesoftware.com.ar and say which phone and which Android version you have.

They are there — just switched off. Hidden trophies are the ones a game keeps secret until you unlock them, and their names and descriptions tend to give away endings and plot twists. So PS Trophies leaves them out by default rather than spoiling a game you are halfway through. Turning them on takes two taps.

Open the trophy list for any game, then:

1. Tap the filter icon at the top right. The User Trophies Settings panel slides up.
2. Scroll down to SETTINGS and switch on Show Hidden Trophies.
3. Tap Apply at the top of the panel.

The list comes straight back with the hidden trophies in it. You only need to do this once: the setting sticks and applies to every game, so if you ever want the surprise back, switch it off the same way.

A small dot appears on the filter icon whenever any of these settings is not at its default — handy for spotting at a glance that a list is being filtered.

Almost always this is Android quietly blocking them, and it takes about thirty seconds to fix.

1. Open Settings in the app and look at the Notifications row. If its icon is a red crossed-out bell and it says “Notifications are not enabled”, Android is not letting us through.
2. Tap that row. It takes you straight to Android's own notification settings for PS Trophies — switch notifications on there.
3. Come back to the app. The red icon on the Notifications row should be gone.
4. Now go to Settings → Notifications, scroll down to SYSTEM, and tap Refresh Notifications Token. This last step matters: while notifications were switched off, your device quietly lost its delivery address, and this is what hands it a fresh one.

Still quiet after that? Check that you actually asked for the kind of notification you are waiting for. The Settings → Notifications screen is not one big on/off switch — each type has its own entry, with its own settings inside:

• Latest Trophies — trophies you and your friends earn
• Friends — friend requests and who just came online
• Messages — your PSN messages
• Communities — posts in the communities you belong to
• Communications — news and announcements from us

So if your messages arrive but trophies never do, it is the Latest Trophies entry you want, not the system settings.

On an iPhone or iPad this is almost always the permission, and there is one thing worth knowing before you start: the app is only allowed to ask you once. If you tapped Don't Allow that time, it cannot ask again — notifications can only be switched back on in iOS Settings.

1. Open Settings on your device, go to Notifications, find PS Trophies in the list and switch Allow Notifications on.
2. Come back to the app and open Settings → Notifications. If anything there still says notifications are switched off, tap it — it takes you back to the screen above.

Still quiet after that? Check that you actually asked for the kind of notification you are waiting for. The Settings → Notifications screen is not one big on/off switch — each type has its own entry, with its own settings inside:

• Latest Trophies — trophies you and your friends earn
• Friends — friend requests and who just came online
• Messages — your PSN messages
• Communities — posts in the communities you belong to
• Communications — news and announcements from us

So if your messages arrive but trophies never do, it is the Latest Trophies entry you want, not the system settings.

Version 10 is not a new coat of paint on the old app — it is a new app. Every screen was rebuilt from scratch on Android's current design system, and the version that had been growing one layer at a time for about a decade was retired with it.

The look is what you notice first, but it is not why it was done. The old foundation had run out of room: widgets that refresh themselves and hold more than one account, direct messages, communities, the Platinum collage maker, proper light and dark themes, and the app being quicker on less data — none of those could be added to what was there before. They all arrived at once because they all needed the same rebuild first.

If you had been using the old app for years, the first day is genuinely disorienting. That is a real cost and we are not going to pretend otherwise. Everything that was there is still there; most of it is somewhere else, and the tabs along the bottom are the fastest way to find where.

A lot of how it looks is yours to set

• Light, dark or follow the system — plus a true-black mode for OLED screens.
• Six ready-made color palettes, or one generated from any color you pick.
• The wavy bars and cookie-shaped avatars switch off, for plain bars and the classic glossy look.

They all live in Settings → Theme & Colors, and between them the app can be made a great deal calmer than it is out of the box.

There is no way back to the old design, and there will not be one — that app is no longer maintained. But if something specific now takes more taps than it used to, or you cannot find a thing that used to be right there, tell us which one. That is a complaint we can act on, and several have already been fixed that way. Settings → Feedback, or the email address at the bottom of this page.

Yes, and it is all on one screen: Settings → Theme & Colors. Everything there previews live, so nothing has to be saved to be seen.

Light or dark

The first row is Light, Dark or System. Further down, Pure black swaps dark mode's greys for true black, which saves power on an OLED screen.

The ready-made palettes

Switch on Dynamic Colors and a row of swatches appears. Six are built in — Black (White in light mode), Sunset, Forest, Desert, Ocean and Lavender. On Android 12 and newer there is a seventh at the front, Default, which takes its colors from your wallpaper and follows it when you change it.

A palette built from one color of your own

Custom Palette is the row below it, and it is a PREMIUM feature. Switch it on, then tap Edit palette:

• Seed color — pick one color. Every other color in the app is generated from it, so the result stays coherent instead of asking you to choose forty of them.
• Style — nine ways of reading that one color. Tonal is calm, Vibrant is as colorful as your color allows, Neutral is barely tinted, Content keeps your exact color on screen, Expressive deliberately uses the opposite of it, and Monochrome ignores it and gives you greys.
• Contrast — how far apart text and backgrounds are pushed. Higher is easier to read.
• Advanced — pure black, plus pinning the two accent colors to exact colors of your own. A pinned one gets an × that hands it back to the generator.

Light and dark previews sit at the top of that screen and redraw as you go. Save applies it.

Dynamic Colors and Custom Palette are alternatives: turning one on turns the other off, because the app wears one palette at a time.

Two settings that apply to whichever palette you are wearing

Contrast and Pure black have their own rows outside both, so they work without PREMIUM. Contrast only has something to act on where there is a color to re-expand — the six built-ins, and your own palette. The wallpaper one is Android's, so it follows Android's own contrast setting instead, and the row says so when that is the case.

And the widgets

On Android 12 and newer the same screen has a Widgets section with Use device colors for widgets. On, your widgets match the home screen's Material You colors; off, they wear the app's palette and repaint themselves when you change it.

Everything above except Custom Palette is free for everyone.

Yes — it is one switch. Settings → Theme & Colors → Expressive Shapes, off. It takes effect immediately, everywhere, with no restart.

With it off:

• Progress bars and completion rings are drawn straight instead of wavy.
• Avatars go back to plain circles with the glossy finish and soft shadow the app used to have, instead of the nine-sided “cookie” outline.
• Buttons, sliders and the rest of the controls take their plainer form, and movement across the app becomes a little less springy.

It changes shape and movement only. Your colors, palette, contrast and light/dark setting are separate and are left alone — those are on the same screen.

One related thing, so it is not mistaken for the switch misbehaving: if your phone is in battery saver, or you have turned on Android's Remove animations accessibility setting, the wavy bars go flat on their own whatever this switch says. That is the app honouring the system, not the setting failing to stick.

Your purchase is safe — it is just attached to a different app than the one you are looking at.

There have been three PS Trophies apps on Google Play over the years: the one you can find by searching today, plus the older free and PRO ones. Google Play treats each of those as its own app, so if you bought the PRO app, or upgraded to PRO from inside the free app, that unlock lives there. Install the app you can find today and it will not know about it, and it will keep showing ads.

The two older apps are no longer listed on the store, so searching for them finds nothing. But nothing was taken away from you: if you own an app, it stays in your Play library forever and you can always reinstall it from there.

How to get your app back

1. Open the Play Store app on your phone.
2. Tap your profile picture, top right.
3. Tap Manage apps & device.
4. Open the Manage tab.
5. Find PS Trophies in the list and install it. If it is not there, change the list filter from Installed to Not installed — that is where apps you own but do not currently have on this phone are hiding.

Google explains the same steps here: Find and reinstall apps you have already bought.

One thing to check first: make sure the Play Store is signed in with the same Google account you paid with. Purchases follow the account, not the phone, so an app bought on another account will not show up in this list.

From inside the app, open Settings and, under Account, tap Delete my data. Two prompts follow: the first spells out exactly what goes, the second is the point of no return. Nothing is deleted until you confirm that second one, so closing either prompt leaves everything untouched.

Already uninstalled the app, or cannot sign in? Email playstation@indiesoftware.com.ar with the subject “Data deletion request” and your PSN online ID. Requests are handled within 30 days.

One thing worth knowing before you do it: this removes your PS Trophies data only. Your PlayStation Network account and your trophies belong to Sony — we only read them, and deleting here changes nothing on PSN.

The full detail — everything that is removed, the few shared things that are kept with your name taken off them, and what is not ours to delete — is on the Delete your data page.

PREMIUM takes the ads out and unlocks the extras. There are three ways to pay for it, and every one of them unlocks exactly the same thing — the difference is only how long it lasts and how often you pay.

• 3 months — a subscription that renews every three months.
• 12 months — a subscription that renews once a year, and works out cheaper per month than the 3-month one.
• Lifetime — a single payment. Nothing renews, and there is nothing to cancel.

Google Play sets the prices in your own currency, so the subscription screen in the app is the place to see what each one actually costs you. The two subscriptions show what they work out to per month, side by side, so you can compare them without doing the arithmetic.

About the free trial

A free trial is offered on the subscriptions when you are eligible for one, and the subscribe button says so when it is. Google Play decides that, not us: a trial can be used once per Google account, so if you have had one before you will simply see the normal price. Nothing is charged during a trial, and cancelling before it ends costs you nothing.

What “lifetime” means

The app's lifetime, not yours — PREMIUM stays unlocked for as long as PS Trophies is published. We would rather say that plainly here than let you find it out later. It is tied to your Google account, so reinstalling or moving to a new phone brings it back on its own, with no code to keep and no button to press.

Lifetime is only offered if you are not currently subscribed. Google Play cannot turn a subscription into a one-off purchase, so buying both would leave you paying for two things at once, and only you can cancel a subscription. If you are subscribed and would rather pay once, cancel first, then buy Lifetime once Play reports the subscription as gone.

Already bought the old PRO app, or the PRO upgrade inside the old free app? Then you already own everything PREMIUM unlocks and there is nothing here for you to buy — see I bought PRO and the app still shows ads if you are not seeing it.

The iOS app shows no ads at all, whether you pay or not — so PREMIUM here is about the extra features and nothing else. There are three ways to pay for it, and every one of them unlocks exactly the same thing: the difference is only how long it lasts and how often you pay.

• 3 months — a subscription that renews every three months.
• 12 months — a subscription that renews once a year, and works out cheaper per month than the 3-month one.
• Lifetime — a single payment. Nothing renews, and there is nothing to cancel.

The App Store sets the prices in your own currency, so the subscription screen in the app is the place to see what each one actually costs you. The two subscriptions show what they work out to per month, side by side, so you can compare them without doing the arithmetic.

About the free trial

A free trial is offered on the subscriptions when you are eligible for one, and the subscribe button says so when it is. The App Store decides that, not us: a trial can be used once per Apple Account, so if you have had one before you will simply see the normal price. Nothing is charged during a trial, and cancelling before it ends costs you nothing.

What “lifetime” means

The app's lifetime, not yours — PREMIUM stays unlocked for as long as PS Trophies is published. We would rather say that plainly here than let you find it out later. It is tied to your Apple Account, so reinstalling or moving to a new device brings it back on its own, with no code to keep and no button to press.

Lifetime is only offered if you are not currently subscribed. The App Store cannot turn a subscription into a one-off purchase, so buying both would leave you paying for two things at once, and only you can cancel a subscription. If you are subscribed and would rather pay once, cancel first, then buy Lifetime once the App Store reports the subscription as gone.

Yes, at any time, and you do not have to cancel first. PREMIUM is one subscription with two lengths to choose from, so moving between them is a change of plan rather than a new purchase — your PREMIUM features carry straight across without a gap.

How to change your plan

1. In PS Trophies, open Settings and tap your subscription, then Manage subscription. (You can also go straight to the Play Store app: profile picture → Payments & subscriptions → Subscriptions.)
2. Pick PS Trophies from the list.
3. Tap Change plan and choose the length you want.

Google Play handles the money, not us. Moving to the longer plan takes effect once Play has worked out what you have already paid for and credited it; moving to the shorter one takes effect at your next renewal, so you keep what you have paid for until then. Google explains it here: Manage your subscriptions on Google Play.

If you only see one plan on the subscription screen, your app is an older version — update it from the Play Store and both will appear, each showing what it works out to per month in your own currency.

Yes, at any time, and you do not have to cancel first. PREMIUM is one subscription with two lengths to choose from, so moving between them is a change of plan rather than a new purchase — your PREMIUM features carry straight across without a gap.

How to change your plan

1. Open Settings on your device, tap your name at the top, then Subscriptions. (You can also get there from the App Store: your profile picture → Subscriptions.)
2. Pick PS Trophies from the list.
3. Choose the length you want.

The App Store handles the money, not us. Moving to the longer plan takes effect straight away, and Apple credits you for the time you had already paid for; moving to the shorter one takes effect at your next renewal, so you keep what you have paid for until then. Apple explains it here: Manage subscriptions on your Apple device.

If you only see one plan on the subscription screen, your app is an older version — update it from the App Store and both will appear, each showing what it works out to per month in your own currency.