Developer Rockstar Games has said it is hurriedly assessing why some players cannot transfer their GTA 5 account from last-gen to new-gen systems.

When the PS4 and Xbox One editions of GTA V were revealed at E3, Rockstar said that those with versions for the Xbox 360 or PlayStation 3 could transfer their account over to either of the new-gen consoles.

But there appears to be a problem in transferring some accounts, specifically with players who do not seem to have logged in since 2013 (GTAV released in September 2013). Rockstar says it is investigating the problem as a matter of urgency.

Published on the Rockstar Support Site, the company wrote:

Question: I haven’t played GTA Online since 2013. When I try to transfer to PS4 or Xbox One, it says “No previous Grand theft Auto Online data is associated with your Social Club account.” I then tried to go back and play GTA Online on PS3 or Xbox 360 to verify, but it says the Rockstar services are unavailable. Help!

Answer: We are urgently looking into an issue preventing character transfer and GTA Online login on accounts that haven’t played GTA Online since 2013. If you would like to receive an automatic email notification as soon as there is more information, please log into the Support Site and click Subscribe at the top of this page. Apologies for any inconvenience caused, and thanks for your patience.

GTA 5 for PS4 and Xbox One released across North America and the UK on Tuesday, November 18. A PC release is scheduled for January 27.