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Account and Security
Get answers to questions about setting up, managing or recovering your account.
Account security best practices
Never share your account details with anyone else — you will be responsible for anything they do under your account. Prevent fraud by protecting your account with these helpful tips.
How to change your online ID
Learn how to change your online ID on PlayStation Network, and what to do if you experience issues with an online ID change.
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Need to reset your PlayStation™Network password?
If you forget your PlayStation Network (PSN) password, you can reset it from the web or on your PlayStation console.
Still need help? You may need the following to help recover your account.
Your online ID and sign-in ID (email address on your account).
Serial number of the console used to create or log into your account.
Details of a recent transaction (including Order Number, content purchased, price and date of the transaction)
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Account suspensions on PSN
If your account was suspended, you may have broken the PlayStation Network Terms of Service. Here are more details on why we suspend players, when suspensions end, and when you can appeal.
Suspended due to a chargeback?
If you or the payment owner reversed a payment to PlayStation Network, your account will be suspended until the charges are resolved. Learn more about suspensions for chargebacks and your options below.
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Activate PlayStation as primary
Activating your console as primary provides an easy access to content you've purchased from the PlayStation Store, automatic downloads and more. Learn how to enable this below:
Deactivating a Primary PlayStation
Upgrade or change your hardware? Deactivate your previous primary systems either on your system or via the web.
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PS Store and Refunds
Have questions about your purchase or content available on the PS Store? Reach out to us below to get answers.
Request a refund for PlayStation Store purchases
If you have bought something on PlayStation Store but have changed your mind about the purchase, you may be able to request a refund.
Pre-order and automatically download games
Some games that have not yet been released are available to be pre-ordered. Get all the information for how pre-orders work, launch times and cancellations on the PlayStation Network.
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Problems using voucher codes on PlayStation™Store
Follow these steps to resolve common issues with redeeming PlayStation Store vouchers.
PlayStation Store voucher code is damaged
If your voucher code is printed on a receipt, please contact the retailer to recover the code.
For all other types of damaged voucher, please contact us, describing the date of purchase and the retailer. You may be asked to provide proof of purchase and pictures of both sides of the voucher.
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Open: Mon - Fri 09.00-17.00 (CET)
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Problems adding credit or debit card information to PlayStation™Store
Having issues with adding credit and debit card information? Try using an alternative payment method or a PlayStation Store Cash card, or try our troubleshooting steps.
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System and hardware
Need technical help with your PlayStation hardware? Let us know which product you're experiencing issues with and we'll be here to assist.
Getting started with your new PlayStation®5 console
Find out how to set up your PS5™ for the first time, update the system software and connect to PlayStation™Network (PSN).
Fix & Replace
Visit the Fix & Replace tool to troubleshoot your PlayStation 5 and get your issue fixed.
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Fix & Replace
Visit the Fix & Replace tool to troubleshoot your PlayStation 4 and get your issue fixed.
PlayStation VR: Quick start guide
Learn how to get started with PlayStation VR on PlayStation®5 and PlayStation®4 consoles.
Fix & Replace
Visit the Fix & Replace tool to troubleshoot your PlayStation VR and get your issue fixed.
DualSense™ wireless controller for PS5™ console support
Find out how to pair and charge a DualSense wireless controller with a PS5 console, change controller settings, and what troubleshooting steps to take for controller issues.
Fix & Replace
Visit the Fix & Replace tool to troubleshoot your DualSense controller and get your issue fixed.
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Open: Mon - Fri 09.00-17.00 (CET)
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Legacy Hardware
Don't see your hardware listed in the options above? We may still be able to assist! Check our Fix & Replace page for more details on hardware troubleshooting for legacy hardware.
Accessories
Find more information and get help with Officially Licensed PlayStation Accessories at our accessories hub below.
PlayStation®Plus details
Learn more about the features and benefits of PlayStation Plus, such as online multiplayer, cloud storage and monthly games.
How to manage your PlayStation Plus subscription
Find out how to check your PlayStation Plus payment date, change your payment method or cancel subscription services.
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Open: Mon – Sun 10:30 am – 7 pm GMT
Manage other PlayStation Store subscriptions and services
If you have an active subscription to a service purchased on PlayStation Store you can follow the steps below to manage it.
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Featured game titles
It isn't PlayStation without great games to play. Here is some information on some of the latest titles to keep you informed of what to expect.
PS4 to PS5 digital game upgrades
Certain PS4™ games can be upgraded to the digital PS5™ version of the game on a PS5 console. Find out how to upgrade your eligible games.
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Open: Mon – Sun 10:30 am – 7 pm GMT
How to find and download games purchased from Playstation™Store
Learn how to download your PlayStation Store purchases to your PS5™ or PS4™ console and how to download games remotely.
How to clear storage space on PlayStation
Learn how to make space on your console storage, store games on extended storage and move game saved data using Playstation®Plus cloud storage.
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Learn how to restore licences on PS4 and PS5
Restoring licences may help if you're unable to access your digital purchases like games, add-ons, in-game consumables, and virtual currency.
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PSN Status
If you're having trouble connecting to PSN, you can always check to confirm that there are no ongoing issues. If that doesn't resolve your issue, you can visit Fix & Connect to get connection solutions for your PS4 and PS5.
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Open: Mon – Sun 10:30 am – 7 pm GMT
Connect your PS4 or PS5 to the Internet and PlayStation Network
Learn how to set up a wired or wireless connection on your PS4 or PS5 system to access the Internet and PSN.
Having connection issues?
Visit Fix & Connect to get connection solutions for your PS4 and PS5, or check the PSN status below.
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Open: Mon – Sun 10:30 am – 7 pm GMT