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Unauthorised transactions and compromised accounts

I have an account on PSN — why might I have been charged?

If you do not recognise a purchase, first check your PlayStation Store transactions. If your transaction history does not reveal the source of the charges, please consider the common reasons for unrecognised payments listed below.

  • Has my PlayStation Store subscription automatically renewed?

    When you subscribe to a service, the Auto-Renew setting is switched on for that subscription. This function allows your linked payment method to be debited if your PlayStation Wallet does not have sufficient funds for a subscription renewal.

    You can cancel a subscription at any time. Please note, purchases of this type can only be refunded in line with PlayStation Store Cancellation Policy.

  • Could a child family member have used my payment details?

    Child accounts don't have their own PlayStation Wallet but can spend funds from the family manager's PlayStation Wallet within an assigned spending limit. The spending limit for a child account is automatically set to 0. If a child account attempts to make a purchase within the spending limit but the family manager’s wallet does not have enough funds, the transaction will fail.

    If a child is using an adult account, they will be able to use PlayStation Network without parental controls — this will breach the SEN Terms of Service. If you find that family member under the age of 18 is using an adult account, please contact us.

  •  Has my card been charged twice?

    If you see multiple identical charges, it might be the case that you have purchased a subscription or piece of content more than once.

    Subscriptions stack and will activate as the previous service entitlement ends. For example, a purchase of two one-month subscriptions will fund the service for two months. This also applies to the purchase of non-renewable content such as in-game currencies (e.g. Fifa points).

    Please check your account transaction history* to see if you have purchased the same piece of content multiple times. This type of purchase can only be refunded in line with the PlayStation Store Cancellation Policy.

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

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Worried someone has gained access to your account?

If you cannot find an explanation for charges to your credit or debit card, and you believe your account might have been compromised, please follow these steps:

  • Attempt to reset the passwords associated with your Sign-in ID (email address) and account.
  • Contact us using the details below.

Before you contact us

To help us assist you please be prepared with your Online ID, Sign-in ID (the email address associated with your account) and the following information:

  • Details of the payment method in use 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).

Need to contact us?

Call us on 0203 538 2665

We're here to help you. Opening Hours: Mon-Sat 11:30 - 18:00

Depending on your query, we will need to ask for either your PSN account details or console serial number. Please have these handy when you call.