Article ID : 00128618 / Last Modified : 12/07/2020Print

Unable to access or view my images from the PlayMemories Online service.

    It has come to our attention that the PlayMemories™ Online app or the Album app on the TV may not allow you to log in or may not display all of the thumbnails because the terms of service has to be accepted.

    If using a TV with the PlayMemories Online app and the app displays a message that refers you to the PlayMemories website follow these steps:

    1. Using a computer, go to
    2. Log in to your PlayMemories account.
    3. Select Agree to the Terms of Services message.

    If using an Android™ TV and thumbnails or icons are missing when using the Album app:
    NOTE: Make sure that the TV has the latest system software update  before following these steps.

    1. Press the HOME button.
    2. Select Apps.
    3. Select Album.
    4. Once the Album app opens, press the Action Menu button.
    5. Select Settings.
    6. Select Disconnect from PlayMemories.
    7. Log back in using the PlayMemories Online account and accept the Terms of Service.