Hi Bungie/Community, I have been playing Destiny from the beginning with my son. Today I went to purchase Forsaken on the Playstation and things completely unraveled. The TLDR version is that Sony will not allow me to purchase the Forsaken expansion in my son's account due to "age restrictions". These are *not* the parental control age restrictions imposed on his PlayStation account but rather unpublished restrictions in the store that are (a) invisible and (b) cannot be overridden by the parent trying to make the purchase. The ridiculous part is that we already have the Curse of Osiris/Warmind expansion pass on both the parent and child account. The ESRB Teen Rating was not an issue with that one. How can I keep playing with my son? The full transcript of the chat with the PlayStation Store support follows. The TLDR version is that the first agent was completely clueless and the second agent terminated the chat when I backed him into a corner. Mario:Hello, My name is Mario how may I assist you today? Me:Hello. I am trying to purchase the Destiny 2 Forsaken expansion for my son's sub-account but it does not show up in the PS Store for him. I have already added the funds to the wallet. Mario:Hi I will be more than glad to assist you today. Mario:Do allow me to tell you that the game will not be showed up in the sub-account because the game has age restrictions, I'm not talking about the parental control settings in your console. I'm talking about the game age restrictions. Mario:But you can buy it in your adult account and shared with the rest of the accounts in your console, by setting the adult account as primary in your account. Me:We play Destiny together. Don't we need two copies to play at the same time? Mario:Can you please tell me if you play the game together in 2 different consoles? Me:Correct. We have two consoles. Mario:I got it, in that case, do allow me to tell you that the game can be shared in two consoles. Mario:Do allow me to tell you how you can do it. Mario:You got your console and he got his console, so you bought the game in your master account, set the account on his console and set his console as primary in your account and then just access to your account in your console without set it as primary and you both will be able to play the game with just one license. Me:Ok. I will need the wallet funds refunded since we do not have to buy two copies. Mario:So you already had one digital copy pre-ordered in your account? Me:I purchased the Destiny 2: Forsaken Digital Deluxe Edition. Mario:Oh I see! Let me see what can I find for you about this. Please allow me a moment. Mario:Are you still with me? Me:Yes Mario:Thank you very much for waiting. Mario:I was trying to process the refund for those funding and the system does not allow me to finish the process. Mario:I was trying to drag those funds to the refund tool and there is a message that came up. Mario:The message said that the funds from the wallet can not be refunded back to the source. Mario:I'm really sorry for all the inconvenience but the funds set at the PSN wallet can not be send it back to the source. Me:Why not? Mario:There are no option in the tool. Me:I don't know what tool you are talking about. Me:Correction: I funded the wallet from {REDACTED} and a {REDACTED}. I can receive refunds on both. Mario:I'm really sorry, believe me that we totally understand your position; but unfortunately, we are unable to process a refund for those funds. I am very sorry for any inconveniences this may cause. Me:I am not clear on the reason why you cannot process a refund. Mario:I totally understand your concern and we would love to provide you with another outcome, unfortunately according to the terms of service and user agreement, all sales made on the PlayStation are final. Due to this reason we are unable to process a refund for that, but you can still use those funds to purchase any other content on the PSN store. Me:You just told me I do not need to purchase a second copy, so I haven't made a purchase. I also just spoke with my financial institutions. Both confirmed that there should be no problem with refunds. Mario:We understand, unfortunately we have different processes than those companies, however if you have any question regarding the PSN wallet usage, you can refer to the following link: https://www.playstation.com/en-us/network/legal/terms-of-service/ Me:Thanks for the link to the terms of service. We have been playing Destiny since the original came out in 2014, including all of the DLC. In all cases, two copies of the base game and the DLC were required to play. You have explained that has now changed. How would I have known this before I went to purchase the new expansion? Mario:We totally understand you and believe me that I would help you if I could however based on the PlayStation terms of service all transaction are final and for that the funds from the wallet are not refundable content. Me:You made that clear. Is PlayStation or Sony interested in providing some form of customer service in an extraordinary situation like this? Mario:Believe me that I have double check all available options on our system, sadly at this point I'm afraid that there is no other solution we can share with you. Again we are sorry for this inconvenience. Me:That is not acceptable. Maybe you need to go outside your computer system and talk to someone who might be able to help us. Mario:I'm sorry, can you please be more specific about that? Me:Do you have a manager or supervisor that could step in and provide some help? Mario:Do allow me just a second then. Daniel is your new agent for the chat session. Daniel:Hello, My name is Daniel how may I assist you today? Daniel:Hello, I am the supervisor in charge. I'll be more than happy to work with you and review the situation you are experiencing. Would you be so kind to allow me a moment while I review the conversation you just had with one of my agents? Just make sure to reply back every 2 minutes to confirm our session is still active. Me:Thanks. I will wait for your reply. Me:. Daniel:Thank you for waiting. By checking your case details I can see that you're trying to purchase a DLC from your child account but for some reason you're unable to see this content in the store, while signed into the child account, am I right? Me:That is correct. I have turned off all the age restrictions in the account. Daniel:I see now. We are very sorry to know that you are facing this situation today and we understand the inconveniences you are going through. Let me further review this for you. Daniel:This seems to be happening when trying from the console, correct? Me:Both the console and a desktop PC web browser. For reference, we have two physical copies (discs) of the original Destiny 2 game and two purchased expanses passes for Curse of Osiris and Warmind; one for each account. Me:That should satisfy the requirements to buy the Forsaken expansion on both accounts. Daniel:I understand, do you receive any sort of error when trying to make the purchase? Or, is the content not showing for you at all? Me:Not showing at all. Me:I did purchase it successfully in the master account but it doesn't show up in the sub account Daniel:Yes, I'm able to see that. I'm checking to see what can be done here. One moment, please. Me:Much appreciated. Daniel:Thank you for holding. Daniel:I was reviewing the information at hand, and this seems to be related to the age rating added to the add-on. Remember that game publishers need to add age restrictions to their content to comply with the Entertainment Software Ratings Board. If that's the case, then the child account would not be able to make the purchase as content won't show up. Me:What is the age restriction? Daniel:As far as we understand, the DLC has a Teen rating. It seems your child accounts do not meet the required age to see the content for that audience. Me:But he is {REDACTED}, that should be old enough for Teen games, no? Daniel:Indeed, however, this depends on what birth date information was entered when creating the account. Me:How do I check the birth date information? Daniel:That information is needed when creating the account only. Once this is done, such information is not accessible anymore, and cannot be edited/fully changed. Me:OK, then how do we check it to find out why the store is incorrectly interpreting the birth date? Daniel:I'm afraid that information is not accessible once the account is created, even with that being the case, there is a record of the account creation. The store would take that information as reference to show the appropriate content. This is done to prevent you from purchasing something that wouldn't be playable from the child account for the same reason, the age restriction. Me:Sorry but this doesn't make sense, we have purchased all of the previous Destiny content back on both accounts and they had Teen ratings too. Daniel:I do understand, but as discussed, aside of the age parental controls added to the PSN account, game publishers add age restrictions to the games which is something we cannot directly control. The refund for the wallet funds will not be possible, you can use those funds to make purchases either from the adult or child accounts you own. Daniel:Are you still with me? Me:This is a nightmare. Can you go back and confirm what the original agent said? He said we only need one purchased copy to play on two different consoles simultaneously. Is that correct? Daniel:This was for the base game only. I'm sorry for any misunderstanding. The DLC in question would be available only for the account that purchased the licenses of this content. Me:Ok, so give me a solution so I can continue playing this game with my son.