Updated 30 October 2018

Unauthorised transactions and compromised accounts

Find out what steps to take if you do not recognise a payment to PlayStation Store.


If you do not recognise a payment to Sony Online Services or Sony Entertainment Network, please select from the options below to identify the cause of the issue.



do have an account — 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, consider these common reasons for unrecognised payments:

  • Has my wallet been automatically funded?

    When you subscribe to a service, the wallet function ‘Automatically Add Funds’ is switched on. This function allows your linked payment method to be debited if your PSN wallet does not have sufficient funds for a payment.

    You can switch ‘Automatically Add Funds’ off or cancel a subscription at any time.

    Purchases of this type can only be refunded in line with PlayStation Store Cancellation Policy.

  • Could a child family member have made a purchase?

    First check to see if your child has created an adult account, as this type of account could be linked to your payment method. If they are using a child account, you can check the transaction history of the account online by selecting the ‘Account’ dropdown.

    Child family members on PS4 systems don't have their own wallet but can spend funds from the family manager's wallet. The standard limit is set at £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.

  • 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.

If these reasons don't explain the transaction, your account might be compromised. Please follow the compromised account instructions to secure your account.



do not have an account — why am I being notified of a payment to you?

  • I have noticed a payment to PlayStation Network on my bank statement.

It could be possible that someone has used your payment details to make a purchase on PSN. If you believe this to be the case, contact your card provider (the number is on the back of the card) immediately to report unauthorised use.

  • I have received an email related to a Sony account.

It is possible that someone has used your email address to create an account. If you receive a PSN email that you don’t recognise, change your email password immediately and contact us.

If you cannot access your email account, please contact your email provider.



Has my account been compromised?

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* with your PSN Online ID (username), Sign-in ID (email address), date of birth and details of a recent transaction (order number, date, name of content/service purchased and total cost).

*You can find the appropriate contact number by clicking here and typing ‘unauthorised transaction’ into the search bar — the ‘call us’ option will appear at the bottom of the page.

My PlayStation system has been stolen — how can I secure my account?

If your PlayStation system has been stolen it is very important that you take the following steps as soon as possible:

  1. Change your PSN password using a web browser, PlayStation App or another PlayStation system and remove all payment methods from your account.
  2. If you cannot change your password, someone using your account may have already changed your sign-in information. Contact us to let us know and we’ll do what we can to help*. 

*You can find the appropriate contact number by clicking here and typing ‘unauthorised transaction’ into the search bar — the ‘call us’ option will appear at the bottom of the page.