Purchases & Refunds

If you receive the error message "Credit/debit card information is not valid" while adding a card to your account, please do the following:

• Verify that your card details are correct.
• Name and address should match the details on your bank statement.
• Avoid using special characters.
• Credit cards registered in other regions may not be accepted.
• Wait 24 hours to re-attempt.
• Contact your bank or use an alternative payment method available in your country.

If you do not recognise a purchase, first check your transactions. If your transaction history doesn't explain the charges, please consider the common reasons for unrecognised payments listed below.

Have you been charged a recurring subscription fee?

Please check your subscription settings to see if this is the cause of the transaction. Please note, there are limitations on when you can get a refund for subscription payments. Please see our PlayStation Store Cancellation Policy for more details.

Could a family member have used your payment details?

Child accounts don't have their own PlayStation wallet but can spend funds from the family manager's wallet within an assigned spending limit. The spending limit for a child account is set to 0 by default when the account is created by the family manager. 

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

Has your card been charged twice?

Please check your account transaction history to see if you have purchased the same piece of content multiple times. There are limitations on when you can get a refund for certain payments. Please see the PlayStation Store Cancellation Policy for more information.

If the email doesn't state that the change was initiated by PlayStation, someone else might be trying to access your account. We recommend that you complete the following steps to secure your account: 

1. Change the password on your email account. If you have problems doing this, please contact your email provider as soon as possible.  
2. Reset your account for PlayStation password.

1. Sign in to Account Management > Payment Method. 
2. Toggle the ‘Require Password at Checkout’ button. 

The password screen appears whenever you make a purchase. You must enter the password you use to sign in. 

1. Sign in to Account Management > Family Management.
2. Select the child account you want to set a spending limit for and select Edit to adjust the Monthly Spending Limit.

1. Sign in as the family manager and go to Settings > Family and Parental Controls > PS5 Console Restrictions.  
2. Enter the existing console restriction passcode. If you haven't set one before, the default is 0000.  
3. Select Change Your Console Restriction Passcode. Enter a new four-digit passcode using the corresponding buttons on the controller. Make sure it's something memorable that only you know.  
4. Enter the passcode a second time to confirm. 

Important 

If you forget your passcode, you need to reset your PS5® console.

1. On your PS4® console, go to Settings > Parental Controls/Family Management > PS4 System Restrictions. 
2. Enter the existing system restriction passcode. If you haven't set one before, the default is 0000. 
3. Select Change System Restriction Passcode. Enter a new four-digit passcode using the corresponding buttons on the controller. Make sure it's something memorable that only you know. Enter the passcode a second time to confirm.

Important

If you forget your system restriction passcode, you must initialise the PS4 console.

Encourage everyone who has an account on your PlayStation console to set a login passcode. Otherwise, child family members may be able to avoid parental controls.

1. Go to Settings > Users and Accounts.
2. Select Login Settings > Set a PS5 Login Passcode.
3. Set a four-digit passcode. Make sure it's something memorable that only you know.

• This setting is available after you've signed in once. 
• The login passcode is not the same as the console restriction passcode.

Encourage everyone who has an account on your PlayStation console to set a login passcode. Otherwise, child family members may be able to avoid parental controls.

1. Go to Settings > Login Settings > Login Passcode Management. 
2. Set a four-digit passcode. Make sure it's something memorable that only you know. 
   

• This setting is available after you've signed in once. 
• The login passcode is not the same as the console restriction passcode.

Prevent your child from creating a new unrestricted account instead of using the one you created for them by disabling new user creation and the option to log in as a guest.

1. Log in as the family manager and go to Settings > Family and Parental Controls > PS5 Console Restrictions. 
2. Select User Creation and Guest Login > ‘Not Allowed’.
   

Prevent your child from creating a new unrestricted account instead of using the one you created for them by disabling new user creation and the option to log in as a guest.

1. Log in as the family manager and go to Settings > Parental Controls/Family Management > PS4 System Restrictions.
2. Select New User Creation and Guest Login > ‘Not Allowed’.

1. Go to PlayStation Store and click on your Avatar at the top of the screen.
2. Select Redeem Codes from the drop-down menu.
3. Carefully enter the code and select Redeem.
   The credit or content is now applied to your account.

When redeeming a voucher, please check the following:

• Check that you entered the voucher code correctly. 
• If you're using a gift card, carefully scratch using a coin and make sure to reveal all digits. 
• Every PlayStation voucher code contains twelve digits. Ten-digit discount codes can only be redeemed when making a purchase. 
• Ensure that the code is still valid. Some codes have an expiry date listed on the voucher. 
• Check the PlayStation Status page before entering the code. If there are no network problems but you're still having issues, please sign out and then sign back in to refresh your account.

1. Go to your order history.

1. Select View Order Details.

Find out how to cancel your hardware order.

As soon as your order has been dispatched, we will send you a shipment confirmation email with a tracking link and number. 

1. Go to order lookup.

1. Enter your order information.
2. Select your order and select Track Package.

Tracking information can take up to 48 hours to show up, even after you have received the shipment confirmation email. Shipments receive updates at various points between pick-up and delivery. It is not unusual for a shipment to go more than 24 hours without an update while in transit.

If your package status is “Delivered” but you can’t find your order, please follow these steps:

• Look for a note from your carrier to see if there were any delivery instructions.
• Check with other people in your household or your neighbours to see if they received the package.
• If you live within an apartment or multi-resident complex, please check with your front desk attendant, mailroom or security and ask if the package has arrived under your name.
• Please wait 48 business hours after the tracking update.

Visit the shipping restrictions guide below.

1. Search for an eligible product.
2. Add it to your cart and complete the purchase.
   After placing your order, you will receive an email confirmation containing an order reference number.

• Please make sure your payment method will not expire before your item is expected to ship.

You can. When you check out, we pre-authorise your card for the total estimated amount of all items in your cart. You aren’t charged for any of the items until they are ready to ship.

• Items in your cart that are available now will be grouped into one order and you will be charged when those items are ready to ship (they may ship together or individually, depending on the order).
• Pre-order reservations will be split into individual orders, regardless of the release date, and you will be charged when each item is ready to ship.

1. Go to order lookup and enter your information.

1. Select Initiate Return.
2. Follow the on-screen instructions to print the return label.

Please note, the replacement option will not be available if the product is out of stock.

• If you were signed in when placing the order, you can also set up a return through Order History.

1. Go to order lookup and enter your information.

1. Select Initiate Return.
2. Select the item(s) you would like to return. 
3. Select Refund, add a return reason and Submit Return Request. 
4. Follow the return instructions on the confirmation page.

• The instructions include a pre-paid postage label to attach to your return so you can send the item to our returns fulfilment centre for free. You must use this pre-paid postage label.
• Return the item within 90 days of telling us that you wish to return the item.
• You must include everything that came in the original packaging for the item you’re returning. That includes returning all labels, cords, chargers, accessories, manuals and other documentation that came with the item.