Support
Help & FAQ
Something not working in Platyn? Start here — and if your question isn't answered below, email us.
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Email is the fastest way to reach us. We usually reply within one business day.
[email protected]Do I need a PlayStation Network account?
Yes — Platyn shows the trophies on your own PSN account, so it needs you to sign in. You can also tap "Explore with sample data" on the first screen to look around the whole app with an invented library, without signing in at all.
Is it safe to sign in? Where does my password go?
The sign-in screen is Sony's own login page, loaded inside the app. Your email, password and verification code are typed into Sony's page and go straight to Sony. Platyn never reads or stores them, and we never see them. See the privacy policy for the full detail.
My sign-in keeps failing or the code never arrives.
Sony rate-limits two-step verification codes after several attempts in a row. If codes stop arriving, wait a few minutes before trying again rather than requesting more. If sign-in still fails after that, email us with the approximate time it happened.
I earned a trophy but it isn't showing up.
Pull down to refresh on the Home or Library screen. Sony's trophy service caches results for a minute or two, so a brand-new trophy can take a short while to appear even after a refresh.
Why can't I see the names of some trophies?
Those are hidden trophies, which Sony redacts until you earn them. Platyn shows them as "Hidden trophy" and gives you a reveal toggle on the game's detail screen if you would rather see them anyway.
What does Platyn Pro unlock?
Pro is a one-time purchase that unlocks the Apple Watch app, the medium and Lock Screen widgets, and future Pro features. The trophy tracking itself — your full library, trophy lists, progress and the small widget — is free. Pro supports Family Sharing.
I bought Pro but a new device doesn't have it.
Open Settings in Platyn and tap Restore Purchases while signed in to the same Apple Account you bought it with. Purchases are tied to your Apple Account, not to your PSN account.
The Apple Watch app or a widget is empty.
Both read a snapshot that the iPhone app writes after a successful refresh. Open Platyn on your iPhone and refresh once with the Watch nearby; the Watch and the widgets pick it up shortly afterwards. Widgets are also updated on the system's own schedule, so a small delay is normal.
How do I sign out or delete my data?
Settings → Sign out erases the stored PSN tokens, the cached library, the Watch snapshot and the widget data. Deleting the app removes everything as well. Platyn holds nothing on any server, so there is nothing left for us to delete.
How do I get a refund?
Refunds for in-app purchases are handled by Apple, not by us. Go to reportaproblem.apple.com and sign in with the Apple Account you used.
Which devices does Platyn support?
iPhone on iOS 17 or later, with an optional Apple Watch app on watchOS 10 or later.
Is Platyn made by Sony?
No. Platyn is an independent companion app made by Lunium AB. It is not affiliated with, endorsed by, or sponsored by Sony Interactive Entertainment. "PlayStation" is a trademark of Sony Interactive Entertainment Inc.