PlayStation Help PlayStation Help & Support


Having trouble resetting your password?

Try our new PlayStation Online Assistant to find out how to recover your account:

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How to use a PlayStation 3 to reset a forgotten master account password

Follow these steps

  1. Select your local user account and go to [PlayStation Network] > [Sign-in]. If you have enabled the auto sign-in option or if you are already signed in you will need to sign out by going to [PlayStation Network] > [Account Management] and then pressing (triangle button). If you don't see [Account Management] then you are already signed out.
  2. On the ‘Sign In’ screen select 'Forgot Your Password?' and press (X button).
  3. Enter your Sign-in ID (Email Address) and your date of birth and select ‘Confirm’. You will be emailed a secure link which will expire after 24 hours. If the link expires follow steps 1 to 3 for it to be re-sent.
  4. Follow the secure link on a PC or mobile device and fill in the requested information.
  5. You will be forwarded to a page where you will be asked to choose a new password and confirm it.
  6. You can now sign-in to your account using your new password. 

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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?

Live chat

Opening Hours: Mon-Sat 10:30 - 19:00

Call us on 01 691 7379

We're here to help you. Opening Hours: Mon-Sat 10:30 - 19:00

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.