Updated 14 January 2019

Help with 2-Step Verification issues

Find out how you can use 2SV backup codes to recover your PlayStation Network account and what steps to take if you lose your 2SV phone.

If you kept a record of your backup codes when setting up 2SV, recovering your account is simple:

  • On the PS4 log in screen, press Triangle > [Cannot Access Mobile Phone] > [Sign In Using Backup Code].
  • Enter one of your 10 Backup Codes - each code can be used once.
 
 

I have lost access to my 2-Step Verification phone

If you cannot receive a 2SV verification text and do not have 2SV backup codes, check to see if you are still signed in on web browser, PS4 and PS App. If you are still signed in, you can change your registered mobile number and regain access:

Web browser

  • Go to account management on a connected device and select the [Security] tab.
  • Select [Edit] next to 2-Step Verification Status > [Deactivate]. Then [Activate] 2SV, entering your new number.

PS4

  • Go to [Settings] > [Account Management] > [Account Information] > [Security] > [2-Step Verification] > [Status] > [Inactive].
  • Then select [2-Step Verification] > [Status] > [Active] and add your new number.

PS App

  • Tap the PS icon > [Settings] > [Account Information] > [Menu icon] > [Security] > [2-Step Verification].
  • Select [Edit] next to 2-Step Verification Status > [Deactivate]. Then [Activate] 2SV, entering your new number.

Once you have reactivated 2SV with the correct number, make a note of your 2SV backup codes:

  • [Security] > [2-Step Verification] > [Backup Codes].

I can't sign in on any devices

You will need assistance recovering your PSN account. Contact us* with your PSN Online ID (username), Sign-in ID (email address) and date of birth.

*You can find the appropriate contact number by clicking here and typing ‘recover 2SV’ into the search bar — the ‘call us’ option will appear at the bottom of the page.

I have not received a Verification Code

You need a verification code to sign in on PS4 and account management when 2SV is active. If you are signing in on any other device you need to use a device setup password.

For PS4/web browser:

  • Sign in with your account password and select [Resend Code]. 
  • Please wait a few minutes for the code to be sent.  

I did not set up 2SV but received a 2SV message

If your PlayStation system asks you for a verification code but you have not switched on 2SV, take these two steps as soon as possible:

  • Try to change your PSN password immediately.
  • If you can't change your password, contact us* with your PSN Online ID (username), Sign-in ID (email address) and date of birth.

*You can find the appropriate contact number by clicking here and typing ‘compromised account’ into the search bar — the ‘call us’ option will appear at the bottom of the page.

 
 

'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 in to 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.

I am receiving an 'incorrect password' message

The services displayed in the table below do not support 2SV and will show a wrong password message if you sign in to them when 2SV is switched on. To use them, disable 2SV to sign in and reactivate it once you’re finished.

Google TV
MediaGo