Updated April 21 2017

Help with 2-Step Verification issues

Check the steps under the exact 2SV issue you are experiencing for help.

 
 

I didn’t receive a Verification Code

You need a verification code to sign in on PS4, Bravia and account management on web browser. If you are signing in on any other device you need a device setup password.

  1. Sign in with your account password and select [Resend Code].
  2. Select [Did Not Receive Text Message] > [Sign-in Using Backup Code].
  3. Enter the Backup Code.

I can't receive a Verification Code, but I know my Backup Codes

You need a verification code to sign in on PS4, Bravia and account management on web browser. If you are signing in on any other device you need a device setup password.

  1. Sign in with your account password and select [Did Not Receive Text Message] > [Sign-in Using Backup Code].
  2. Enter the Backup Code.

I can't receive a Verification Code and I’ve forgotten my Backup Codes, but I am signed-in on my PlayStation 4 or web browser/PlayStation App

  1. Go to the 2-Step Verification menu in the Security section of Account Management on web browser or, on your PS4, go to [Settings] > [PlayStation Network/Account Management] > [Account Information] > [Security] > [Two-Step Verification].
  2. Go to the [Backup Codes] section, write them down and keep them in a safe place.
  3. Enter a Backup Code to sign-in.

I can't receive a Verification Code, forgot my Backup Codes, and I cannot sign-in to my PlayStation 4 or account management through web browser

You cannot sign in to your account. Contact us for help.

I have received a text message about 2SV but I haven’t changed this setting. What should I do?

If you receive a Verification Code that you haven’t asked for, change your password immediately and contact us.

I am trying to sign-in but I keep seeing an incorrect password message.

The following services do not support 2SV and will show a wrong password message if you sign in to them when 2SV is switched on:

  • Google TV
  • MediaGo
  • PSN Downloader
  • PlayStation Now on PS3 or PS Vita

To use them, disable 2SV to sign-in and reactivate it once you’re finished.

If you are signing in on any other device, ensure you are entering the right device setup password or the verification code that was last sent.

I haven't activated 2SV - why I am being asked to enter a Verification Code or Device Setup Password?

If your PlayStation system or Sony device asks you for either type of code, but you have not switched on 2SV, take these two steps as soon as possible:

  • try to change your password immediately, and
  • contact us right away - even if you could change your password.

I haven't added my mobile number to my account - why I am being asked to enter a Verification Code or Device Setup Password?

If your PlayStation system or Sony device asks you for either type of code, but you have not added your mobile number to your account, take these two steps as soon as possible:

  • try to change your password immediately, and
  • contact us right away - even if you could change your password.

Error message - This email address is already associated with another Sony group service

Unfortunately, you can't sign-in to other Sony group services with 2SV. This means that if you have linked your PSN Sign-in ID (Email Address) to another Sony group service, you cannot switch on 2SV for signing into PSN. This is so we can make sure you can access all of your Sony accounts.

If you want to activate 2SV you need to unlink your accounts. Contact us to request this.