Updated 8. prosince 2016

Cannot add card information to master account

This article explains the reasons that you cannot add your card details and provides the general steps to try before contacting us.

Follow these steps:

  1. If your card is not a MasterCard, Visa, American Express or Maestro credit or debit card we cannot accept it for payment. Please try another payment method.
  2. If your Sony Entertainment Network account billing address does not match your card billing address you cannot add your card details and we cannot accept payment from your card. We are unable to change the country of residence on your account.
  3. If any information is not accurate your billing information cannot be added to your account. Check that you have inputted the correct information as it appears on your card.
  4. Your payment provider may limit the maximum amount of funds you can add to your wallet in one transaction. Contact the payment provider to find out if this is the case.
  5. If the address on your account does not match your card billing address, the payment may be stopped by the address verification system (AVS).
  6. If the two addresses do match, but you are still having difficulty please check if it can be resolved using one of these methods:
  • Ask your bank if your card is compatible with AVS. If it is incompatible, request a compatible card.
  • Use a card that has a street address. For example, do not use a PO Box or BFPO address.
  • Do not use pre-pay ‘credit cards’ as they often do not require an address to be attached and will be incompatible with AVS.
  • If your address includes a flat or apartment number or your name or address includes any special characters like asterisks (*), hyphens (-), apostrophes (') and slashes ( / ) do not include them.
  • If your name or address contains characters such as ‘ß’, ‘ä’ or ‘ç’ please replace them with the nearest letter from the standard 26 letter Latin alphabet (for example, for ‘ß’ use ‘ss’, for ‘ä’ use ‘a’ or for ‘ç’ use ‘c’).
  1. If the PlayStation system you are using is not activated you may need to activate it on your account before you can add your payment details. Use another device to add your billing information and then activate your PlayStation system.
  2. If you have added your card details and need to update them again within a short space of time, you may find that the new details will not be accepted and you receive an error message confirming this. Wait at least 24 hours after your last attempt before attempting to update your account again and in the meantime use a Sony Entertainment Network Card or PlayStation Network card to top up your wallet.
  3. If PlayStation Network is offline check PlayStation Forums to find out when PlayStation Network will be available and make your purchase after this time.
  4. If you have asked your credit or debit card issuer to request a chargeback on a purchase from Sony Entertainment Network you may find that this puts your account in debt (i.e. you have purchased content but payment has not been received for it). In this instance your account or your PlayStation system may be banned from use on PlayStation Network. Contact us for information on how to regain access to your account in the event of a chargeback ban.
  5. If the problem you have experienced is not solved or explained above, contact us for further assistance.