Contact Support

What do you need help with?

Select a topic to find the best way to contact us.

What do you need help with?

Select a topic to find the best way to contact us.

Account & Security

Two-step verification

Help with 2SV issues

If you cannot receive a 2SV verification code or have no access to your phone, and you do not have 2SV backup codes, you will need to contact us using the details below and with these details ready: 

your online ID, sign-in ID (email address on your account), serial number of the console used to create or log into your account and any recent transaction details.

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Account & Security

Password reset & Recover my account

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.

Compromised account?

If you believe that someone else might have access to your account, please reset the passwords associated with your sign-in ID (email address) and account. If you can't change your password or access your account, contact us to help you secure your account.

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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Reset your password and restore access to your account.
Recover account
Account & Security

Suspensions

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.

Suspension due to account debt (chargeback)

If you or the payment owner reversed a payment to PlayStation Network, your account will be suspended until the charges are resolved. To resolve the issue, please contact us using the details below. 

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Account & Security

Device Deactivation

Deactivating a PlayStation console

Deactivate your previous PlayStation console to activate your account on a new PlayStation device. 

You can easily deactivate your PlayStation console if you have access to it, or deactivate it online once every six months. 

Contact us using the details below if you're having issues.

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Account & Security

Change online ID & other account questions

Need help changing your online ID? 

If you're experiencing issues after a change to your online ID on PlayStation Network or want to revert to your previous online ID, please contact us.

How to close an account

Please contact PlayStation Support with your online ID and sign-in ID (email address) to request account closure. 

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Account & Security

Unauthorised email address usage

Received an email regarding an account you don't recognise?

If you have received an email from PlayStation about an account you don't own or recognise, please change your email password immediately and contact us with the options below. 

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PS Store & Refunds

PlayStation Store refunds

Request a refund for PlayStation Store purchases

If you have bought something on PlayStation Store but have changed your mind about the purchase, you can contact us using the contact channel below to request a refund, or review our Cancellation Policy to learn more.

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PS Store & Refunds

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 and let us know 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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PS Store & Refunds

Payment Issues

Having issues with payments? 

If you are having issues making a payment, please contact us.

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PS Store & Refunds

Unauthorised Payments

Don't recognise payments to PlayStation on your bank statement?

If you don't recognise payments made on your credit card or bank statement, it could be possible that someone has used your payment details to make a purchase on PlayStation Store.

If you don't have an account for PlayStation Network, and you think you've been the victim of fraud or your payment details have been compromised, contact your card provider (the number on the back of the card) and report the matter to law enforcement and we will cooperate with any enquiry. PlayStation Support can only discuss these charges with the account holder.

If you do have an account for PlayStation Network, we may be able to assist. Please reach out to us using the contact option(s) below. 

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Hardware & Repairs

PlayStation®5

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Hardware & Repairs

PlayStation®4

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Hardware & Repairs

PlayStation®VR

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Hardware & Repairs

DualSense™ wireless controller

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Hardware & Repairs

Legacy Hardware & Accessories

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Subscriptions

PlayStation®Plus

Request a refund for a PlayStation®Plus subscription

Active subscriptions can be canceled up until the next payment date by selecting the Cancel Subscription setting. To request a refund please contact us following the details at the bottom of this page. Visit our cancellation policy page to get more information.

 Where to find the subscription renewal date:
  1. Sign in to Account Management
  2. Select Subscription from the menu on the left of the screen. 
  3. Select a subscription to view the renewal date and Cancel Subscription or Reactivate Subscription.

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Subscriptions

Third-party services and applications

Third-party apps and subscriptions/services

If you are using a third-party subscription, service or a non-PlayStation developed application on your PlayStation device, and you have a question, please contact the app developer or subscription provider directly.

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Games

Pre-order

How to cancel a pre-order

If you have paid for pre-ordered content on PlayStation Store but have changed your mind about the purchase, contact us following the details below to request a refund or visit our cancellation policy page to get more information.

When will my download start?

To make sure your console automatically downloads your pre-order as soon as possible, check the Auto-download settings on your console and make sure there is enough storage space for the game data.

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Games

Installing, downloading and updating games

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Games

Troubleshooting digital and disc content

Troubleshooting digital and disc content 

Resolve game issues by following troubleshooting steps in our videos. If you're still having issues, please contact us. 

When you contact us, we may ask you to provide: a detailed description of your game issue, the troubleshooting steps you attempted and a screenshot or a video of the issue if possible.

Support video: Tips for locked games on PS5
Support video: Troubleshoot a downloaded PS4 game

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Connectivity

PlayStation™Network

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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Connectivity

Internet connection

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