Good morning Ailis! Thank you for posting in the Final Fantasy XIV Technical Support Forums.

Just to clarify a bit more on the situation, have you attempted to delete the character saved data on the PlayStation 4 to see if this may resolve the issue? (Settings > Storage > Saved Data)

Additionally, have you attempted to clear your Browsing History and Cookies, from 'Internet Browser' on the device?

Thank you for visiting the Final Fantasy XIV Technical Support Forums!