PS5 and Steam Cross Play

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Hello, I have the complete edition of The Witcher 3 on PS5 and I have a version of the Witchr 3 on PC where I own every DLC but the base game soundtrack, blood and wine soundtrack, and hearts of stone soundtrack.

I started a file on my PC with steam and account set up for cross play. I was able to pull the save on my PS5 but I can't pull the PS5 save to my PC.

What is causing this? Surely it can't be because I didn't buy $30 worth of music....

Also, where the heck is the "Contact Us" for customer support? I spent about 15 minutes looking and couldn't find it.

Thank you.
 
Here's some information regarding crossplay from the official support website:

Other than that, support can be reached with this form for example:
 
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