Updated 25 July 2018

Help with 2-Step Verification issues

Find out ways to solve 2-step verification (2SV) issues and how you can use 2SV backup codes to recover your PlayStation Network account.

 
 
 
 

I know my Backup Codes

If you kept a record of your backup codes when setting up 2SV, recovering your account is simple. To use a backup code, attempt to sign in normally and enter one of your backup codes instead of the verification text message code. Please note, each backup code can only be used once.

If you would like to update your 2SV mobile number after entering a backup code, first deactivate 2SV, then reactivate 2SV entering your desired mobile number.

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 the device setup password. For PS4:

  1. Sign in with your account password and select [Resend Code]. 
  2. Please wait a few minutes for the code to be sent. If the issue persists, follow the steps below.


I am still signed in to PSN on PS4, web browser or PS App

  1. Go to  [Settings] > [Account Management] > [Account Information] > [Security] > [Two-Step Verification] > [Backup Codes].
  2. Take a note of the backup codes and attempt to sign in on your desired device.
  3. When prompted to enter the text verification code, enter the backup code.

To update your 2SV mobile number first deactivate 2SV, then reactivate 2SV entering your desired mobile number in the process.

  1. Go to [Account] > [Security] and click the 2SV link at the bottom of the page. 
  2. You will be taken to a new page, click [Backup Codes]. 
  3. Take a note of the backup codes and attempt to sign in on your desired device.
  4. When prompted to enter the text verification code, enter the backup code.

To update your 2SV mobile number first deactivate 2SV, then reactivate 2SV entering your desired mobile number in the process.

  1. Tap the  PS icon > [Settings] > [Account Information] >  [Menu icon] > [Security] > [Backup Codes].
  2. You will be taken to a new page, click [Backup Codes] > [Print]. 
  3. Take a note of the backup codes and attempt to sign in on your desired device.
  4. When prompted to enter the text verification code, enter the backup code.

If you would like to update your 2SV mobile number after entering a backup code, first deactivate 2SV, then reactivate 2SV entering your desired mobile number.

 
 

I can't receive a Verification Code and cannot sign in on any devices

Unfortunately, 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 ‘compromised account’ into the search bar — the ‘call us’ option will appear at the bottom of the page.

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