Phished (compromised) accounts and unauthorized charges

Find out what steps to take if you think someone may have accessed your account, or you do not recognize a payment to PlayStation™Store.

I have an account: I don’t recognize a payment

If you don't recognize a purchase, first check your PlayStation Store transactions. If your transaction history doesn’t explain the charges, please consider the common reasons for unrecognized payments listed below.

Check your transactions

Please check your subscription settings to see if this is the cause of the transaction. Please note, there are limitations on when you can get a refund for subscription payments. Please see our PlayStation Store Cancellation Policy for more details.

Subscription settings
How to request a refund

Child accounts don't have their own PlayStation wallet but can spend funds from the family manager's wallet within an assigned spending limit. The spending limit for a child account is set to 0 by default when the account is created by the family manager. 

Family on PSN
PS5 console parental controls

If a child is using an adult account, they're able to use PlayStation™Network without parental controls — this is a breach of our Terms of Service. If you find that a child family member is using an adult account, please contact us.

Contact us
PlayStation Safety for Parents

Please check your account transaction history* to see if you purchased the same piece of content multiple times. There are limitations on when you can get a refund for certain payments. Please see the PlayStation Store Cancellation Policy for more information.

*If you have multiple accounts linked to the same payment method, please check the transaction history for each account.

Check your transactions
How to request a refund

I don’t recognize an email about a change to my account 

If the email doesn't state that the change was initiated by PlayStation, someone else might be trying to access your account. We recommend that you complete the following steps to secure your account:

  1. Change the password on your email account.
    If you have problems doing this, please contact your email provider as soon as possible. 
  2. If you were able to change the password on your email account, recover your account using the guide below.  
Recover account
  1. Contact PlayStation Support if you can’t change your sign-in method.
Contact us

I don't have an account: I don’t recognize a payment or email

It's possible that someone used your payment details to make a purchase on PlayStation Store. If you believe this to be the case, contact your card provider (the number is on the back of the card) immediately to report unauthorized use.

It's possible that someone used your email address to create an account. If you receive a PSN email that you don’t recognize, change your email password immediately and contact us*. 

*If you can't access your email account, please contact your email provider. 

Contact us

My PlayStation console has been stolen

If your PlayStation console has been stolen, please take the following steps:

  1. Change your PSN sign-in method and remove all payment methods from your account.
Recover account
Remove all payment methods
  1. If you can't change your sign-in method or access your account, contact us to help you secure your account.
Contact us

Need help? 

Contact our support specialists

Contact PlayStation Support