Why your PlayStation Portal won't connect to your PS5

⚡ Fast fix

• Turn on your console. Remote Play only works if your PS5 is powered on or in Rest Mode.
• Check your PS5 settings. Enable Remote Play and make sure your account username is selected.
• Verify you're signed in. Log in to your PlayStation Network account on the PS5 and the PlayStation Portal.
• Restart your devices. A quick restart clears temporary glitches that prevent Remote Play from working.

---

The PlayStation Portal® comes in handy when you want to play your favorite games on a small screen. Instead of setting up the TV, you can use your handheld PS Portal® and play from the comfort of your bed or a sofa. But what if your PlayStation Portal won't connect to PS5®?

Asurion Experts understand your frustration. In our experience, PlayStation Portal issues are typically caused by incorrect settings or an unstable internet connection. Use these tips to fix the issue and get back to your gaming session.

Check your PS5 Remote Play settings

If PlayStation Portal is not working with the PS5, check your console settings. The PS5 uses a few distinct settings to support Remote Play. If they're not properly configured, it can prevent the PS Portal from connecting.

Take these steps:

1. Open Settings on the PS5 console. Select System > Remote Play > Enable Remote Play. Make sure your username is checked.
2. Return to Settings. Select System > Power Saving > Features Available in Rest Mode.
3. Select Stay connected to the internet and Enable Turning on PS5 from Network.
4. Return to Settings. Select Network > Connection Status to verify that your console is connected to the internet.

Verify your PlayStation Network account and device setup

If there are multiple PlayStation Network accounts connected to your PS5, make sure you're using the same one on both devices. A mismatch will automatically block gaming connections.

To check the current account in use on either device, take these steps:

1. Open Settings.
2. Select Users and Accounts.
3. Verify that your username is displayed. If it's not, select Other > Sign Out, then select Sign In to log in with your information.

Troubleshoot your Wi-Fi and network connection

If your PlayStation Portal isn't connecting to the PS5 despite using the right settings and matching accounts, you may have an unstable internet signal.

Poor network quality can stem from:

• Weak Wi-Fi: A minimum speed of 25 Mbps is recommended for casual gaming. Anything greater will improve streaming quality.
• Router compatibility: PlayStation recommends using a 5GHz connection with the PlayStation Portal.
• Network congestion: Streaming, downloads, and cloud backups can consume bandwidth and interrupt Remote Play.
• Internet outages: Storms, cable damage, and equipment failures can prevent Remote Play from working.
• NAT restrictions: Strict NAT settings can interfere with connectivity and multiplayer functionality.

Update your PlayStation Portal and PS5 software

PlayStation releases regular updates for its gaming systems.

What to do if your PlayStation Portal still won't connect

If you experience problems such as persistent connection errors, repeated disconnects, or devices that find each other but can't connect, try using a wired cable between your PS5 and the router.

---

FAQ

Why won't my PlayStation Portal find my PS5?

Usually it's because Remote Play isn't enabled, the devices are signed into different PlayStation Network accounts, or the PS5 isn't connected to the internet.

Does my PS5 need to be in Rest Mode for PlayStation Portal to work?

Your PS5 must either be turned on or configured to stay connected to the internet while in Rest Mode.

Can slow Wi-Fi prevent PlayStation Portal from connecting?

Yes. A weak or unstable Wi-Fi connection can stop the Portal from connecting or cause frequent disconnects during gameplay.