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I lost my password, and the reset link only asks for security question and not DOB...

Created 14/07/2019
9 Replies

So I have created a new account in order to ask the question. As earlier I tried to contact customer support but the ring was not going... while there was no other way to contact support like chat etc.

So I wanted to log in to my PSN account but unfortunately I forgot the password, so I went to the reset password link... and when I recieved the verification link, I went through the process. But unlike before, when it used to ask for Date of Birth... this time it was only asking for the security question and unfortunately I don't remember it. And there is no way I'm able to get back to my account.

In their support section it says if we know either of the information i.e DOB or Security Question then we can reset our password. But it is only giving me option of Security Question and not DOB.

Please help!


  • mont348


    mont348 14 July, 2019 @ 17:28
    Phoning customer support for assistance is the only option you have, phone lines are closed on Sundays and will reopen in the morning. 
  • Oran_Gina


    Oran_Gina 14 July, 2019 @ 17:32
    Unfortunately it sound like your only option in that case will be to wait until customer support is open for phone calls  again tomorrow, then ring them. 
  • SpiderWomansEyes 17 July, 2019 @ 17:12
    Good luck with that, but dont hold out much hope. Im locked out, similarly the initial security question online was faulty and offered nothing to select from the drop down. So I ended up locked out. And now because I was silly enough NOT to keep my old playstation devices to give CS the serial number, or kept OLD emails detailing the last PS purchase....I am locked out for good!! I cant even clean the accounts off the PS4 to sell it!! Absolutly disgusted at Sony. I spent well over £1000 on the set up. Ive lost my account balance and online games. Its a TERRIBLE security setup. Let people add their driving licence which will NEVER be sold on like an old console, or be deleted like an old email!!!
  • Oran_Gina


    Oran_Gina 17 July, 2019 @ 17:42


    Just initialize the console if you want your account details removing from it.

    It will delete all user data and restore it to an 'out of the box' state, albeit with new system software.

    It won't get your content back, but at least it will be a usable console. 

  • SpiderWomansEyes 17 July, 2019 @ 17:59


    I have tried that, it stated it would reset the console but not be able to delete the account. So its running through the 4 hour process now and I expect the account to still be there when it resets.

  • Oran_Gina


    Oran_Gina 17 July, 2019 @ 19:54

    You'd be better off doing it from safe mode, option 6 to be honest.

    Deletes all user data and restores the PS4 to its original state. If possible, back up your data before using this option. You can either save your data to a USB storage device or Online Storage. System software (firmware) is not deleted.


    This is a final step when attempting to fix a PS4 system.

  • SpiderWomansEyes 17 July, 2019 @ 20:35


    Thanks for the advice. Ill give that a go, although I will pass with backups as I will never buy anymore Sony products again after they didnt help me get my account back. If their security drop down menu worked, this wouldnt have happened. Like the original poster said, there was no options on date of birth like there should have been. So someones bad coding has cost me my account and Sony a customer.

  • Pewdiepie_ARGHHH 18 July, 2019 @ 04:43

    UPDATE: I recovered my password. Actually, I made another thread as well in order to ask a different question related to account recovery... so you can check out the link for chat support if you're from Asia -

    @SpiderWomansEyes, that's sad to hear. But have you tried sending them your Driving License/ Passport snapshot, so that way they could verify your identity and Date of Birth. Also, I too didn't had the console so I didn't send them any serial number, though I did had the details of last two transactions. But I think if you can provide them most of the details they ask then they might give you the password recovery link. And if so you have already provided all the remaining details and yet they haven't sent you the link then that's really screwed up on Sony's part.

    Tbh considering how big Sony is, their online infrastructure and their services are really really really poor. Way behind the standards.


  • SpiderWomansEyes 18 July, 2019 @ 10:10


    Glad you got a resolution! Alas, my account I cant get back.


    I offered drivers licence, but they said thats no good!! Yeah, photographic ID is no good, not even when I have VR and it uses facial recognition!!! Yeah, yet of I happen to have keep a 12 year old console, or a year old email...That will do!


    The irony is.. one customer service rep said he believes that I am who I say I am, but can do NOTHING as I cant pass security. BUT if I do the password reset it will ask for DOB and i can do it that way....Well, we both know THAT isnt working.


    In conlusion, unless I keep old consoles over a decade old, or keep a reciept in the form of email thats also old, basically you will lose your account if you forget your password! Well done Sony! If only your reset links worked!!!!!!!!!