My son's account (+15 yo) can't log apex on PS5

Hi people,

first some facts

a) my son's profile and mine have Costa Rica as country of residency,

b) according to EA page https://help.ea.com/en/help/account/online-access-for-child-accounts/ , for any non-specified country the minors have to be older of 13 years to be able play Apex leggends.

c) my son have Nintendo Switch and the PS5 as main console.

d) on both platforms my son have a child account and I am the parental/main account

e) on nintendo switch we have nintendo online (family edition) but on PS5 neither have PS+.

So here is the main issue, my son logs on his account on the PS5 but as soon hit apex launch this screen appears.

"Can't Use PlayStation Network feature in this game or app due to age restrictions"

"This account does not meet age requirements to play online. See ea.com/unable-to-connect for additional information"

Of course we have checked and rise some parental controls to let my son play apex. The age limit is set to +17 years old, for PS5 and PS4 games. Also try with the "temporally disable parental controls".

Also have reviewed playstation web site and PSApp... nothing new.

So according to the screeshot is a problem on the PSN, but PSN network is fine.. Since the ea page says that any non-specific country the age limit will be +13; my son age should work. But doesn't... If I use my PS5 account I'm able to play apex without issues also (of course I'm 49 yo).

I feel that is an apex bug since the PSN data is fine (+13 and ea page says any non listed country the age limit is +13); but the game blames to PSN.

Can we get fix this ?

Thanks in advance

PD: Yeah, when my son use his account on nintendo switch; he plays apex without issue but of course want to use his PS5.

EA_Kent
5 years ago
Hi @rbadillarx,

It sounds like the restriction is happening on the PSN side, which I'm afraid we can't really see. I think it would be best to reach out to PlayStation Support so they can take a look at the PSN account.

You can find more information on how to contact them at the PlayStation Support website.

/Kent

11 Replies

EA_Kent
Community Manager
5 years ago
Hi @rbadillarx,

It sounds like the restriction is happening on the PSN side, which I'm afraid we can't really see. I think it would be best to reach out to PlayStation Support so they can take a look at the PSN account.

You can find more information on how to contact them at the PlayStation Support website.

/Kent
Emanplays543
4 years ago
We have the exact same issue, we contacted Play station they couldn't fix it. Do you have any updated fixes?
Emanplays543
4 years ago
My son is having the exact same issue. All restrictions have been lifted. PLAY STATION can't fix the issue and he wants to be able to access his account. This is years worth of progress and tons of money for him. Do you have any other advice?
Account name: Eastman_22
Play station 5
Email: [edit: email address removed]
"Unable to use online features due to age restrictions"
EA_Kent
Community Manager
4 years ago
Hi @Emanplays543,

If your son is under 18 he's most likely on a teen account, which does have some restrictions. For more info check out the Parental Controls article on the EA Help website.
Emanplays543
4 years ago
Thank you for the response. There's just a couple issues with the answer provided.
Firstly, he has been using this account for the last 2 years on the PS4. We then upgraded to the PS5 and for the first few days, it was fine on the PS5. Suddenly, he now gets this message and his 3-4 years of hours and money put into this account aren't accessible.
Secondly, We've contacted Technical support for PSN and they couldn't help. His account is now getting the same message on the PS4 and PS5. So, he can't play with this account at all and everyone from PSN has been through the restrictions settings and there aren't any on his account.
For this system and extras we spent 1250.00 CAD for our children to have this system for Christmas. Within days of purchasing it, they can't even play??? There must be a better solution. Also, the fact that we can't get a technical support number for EA APEX, is strange. We called the online numbers and they will only help with Star wars issues, so, we can't even talk to a real person. This really doesn't seem fair and it is quite a let down for such an expensive purchase.
Please help.....
EA_Kent
Community Manager
4 years ago
@Emanplays543

I think it would be best to speak with the EA Help team so they can look into this more in-depth. I'm afraid we can't really investigate account issues here on Answers HQ.

For more info on how you can set up a case with them check out the EA Help website. You can also speak with the team over Twitter or Facebook instead, if you'd prefer.
suprfiddlestix
2 years ago
@Emanplays543
Did you ever figure this out? Having exact same issue on PS4. It says game is restricted, but every setting I've found says to Not Restrict.
I'm starting to think it's an EA account thing...
naborsdrill
2 years ago
I am having the same issue unfortunately. Has anyone figured this out yet?
jaf_oxf
9 months ago
Found the fix for this - you need to remove the restriction on your son using the web browser in his PlayStation account. Apex uses the browser to connect to EA account
stuartsmith04
Seasoned Newcomer
8 months ago
Hey there! I'm trying to fix this issue for my son. Can you let me know if you mean using the browser as in using the browser on his playstation or do you mean I need to log in to my parent account in the playstation website on any browser?