topic Playmemories in General chat

Playmemories

brbovin — Mon, 10 May 2021 17:43:13 GMT

I have an issue whereby I cannot download apps for my ILCE-7RM2 camera. I can download free apps but not chargeable apps. I've tried from a computer and the camera and I've tried a different type of card but still no luck.

Sony website for support is useless and it took a lot of perseverance to actually speak to someone and open an issue case. I was shuttled between Sony and Playstation support initially. That was over a month ago and still Sony have not resolved the problem and nobody can tell me when it will be. Can anybody help?

Re: Playmemories

Joe_Dohn — Tue, 11 May 2021 14:03:20 GMT

As far as I know, the online portal for apps is hosted by Sony Entertainment (i.e. PlayStation).

So talking to the PS team is the right move to make, what's the confirmed issue as they told you so far?

- JD

Re: Playmemories

brbovin — Tue, 18 May 2021 09:13:28 GMT

Hi Joe.

Sony have not told me anything except that it is being dealt with by the technology team.

I am completely upset with Sony that there does not seem to be any timeline to resolve the issue and there is no accountability.

Re: Playmemories

Joe_Dohn — Tue, 18 May 2021 16:11:35 GMT

Have you tried chasing again after the last time you made contact?

Re: Playmemories

brbovin — Tue, 01 Jun 2021 17:43:17 GMT

Hi Joe,

I've tried again but still no solution. I think that the support offered by Playstation is not competent enough to support camera apps. I keep getting replies to my emails from a different "Player Support Exert" every time and feel as if I'm being shunted from pillar to post

I find it extremely frustrating that I am unable to escalate the issue to someone of higher authority. I am now thinking of writing to the press or a consumer watchdog.

Re: Playmemories

HannahEd01 — Wed, 02 Jun 2021 14:15:01 GMT

Hi brbovin , you can escalate your case through the entertainment support.. Let us know how it goes.

Re: Playmemories

brbovin — Thu, 17 Jun 2021 13:00:07 GMT

Hi Hannah,

I'm still having the same issue.

These are the steps I take:

Camera:

Press the “Menu”

Navigate to “Application List”

Select "PlayMemories Camera Apps”

Navigate to, and select “All” tab

Select a chargeable app e.g. “Multiple Exposure”

Click on the “Proceed to Purchase” button

The “Authentication Screen” appears with the Sony URL and an "Authentication Code"

PC:

Type the Sony URL into my Browser (Safari/Google)

2-Step verification received and input

“Authentication Code” input

“Device Found” message appears

Camera:

Camera screen reacts to authentication

"Notice of Terms and Conditions" screen appears

“OK” button clicked

“Confirm Purchase” screen appears

Click “Confirm Purchase”

Enter password

Click “Purchase” button

Message received “Password Incorrect"

Non-chargeable apps are fine and download without a problem.

This issue has been going on since April and I'm thinking of writing to the press to see if this will shame Sony into doing some

Re: Playmemories

Pentium_Gladio — Tue, 22 Jun 2021 15:51:53 GMT

Hi,

I'd try a third different browser just in case it is cased by these two browsers. I'd also recommend making sure that your bank details are updated on your account.

Regards,

Gladio