PlayStation Support

PS Store & Refunds

What do you need help with?

Select a category from below: 

Back
Payments
Back

Payments

Payment options

You can use a variety of payment methods to make PlayStation Store purchases and top up your wallet.

The following payment methods can be saved to your account:

  • Credit/debit card - 3 max
  • PayPal (if available) - 1 max
  • Alternative payment methods (if available) - 1 max

Find out which payment options are available in your country.

If you add a payment method while shopping on PlayStation Store, the payment information will be saved to your account.

  1. Sign in to Account Management
  2. Select Payment Management > Add Payment Method.
  3. Enter your card information.
  1. Sign in to PlayStation™Store by select Sign In from the top right of the screen.
  2. Select your Online ID > Payment Management > Add Funds and select a payment type.
  3. Select the amount and click Add Funds.
  1. Sign in to PlayStation Store by selecting Sign In from the top of the screen.
  2. Select your online ID > Payment Management > Add Payment Method.
  3. Enter your payment information.
  • If you add an eligible payment method while shopping on PlayStation Store, the payment information will be saved to your account. 
  • You can add a maximum of 3 credit/debit cards to your account.

Payment issues

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.
Support video: PS5 console payment method troubleshooting
Support video: PS4 console credit card troubleshooting

Unauthorized transactions

If you do not recognize a purchase, first check your PlayStation Store transactions. If your transaction history doesn't explain the charges, please consider the common reasons for unrecognized 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™Network 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 Network password.
Back
Purchases & PS Store
Back

Purchases & PS Store

PlayStation™Store information

You can browse PlayStation Store content and make purchases online, on PlayStation™App, or on your PlayStation consoles.

  1. Go to PlayStation Store
  2. Browse or use the search icon to find content. 
  3. Read the store description carefully to check that you have the right edition, and for any requirements such as platform or PlayStation®Plus subscription. 
  4. To make a purchase, select the content > Add to Cart (or Pre-order) and follow the on-screen instructions.

Child accounts can only make purchases if spending limits have been set by the family manager. Child accounts can only purchase content with suitable age ratings.

Activating 'Require Password at Checkout' adds an extra layer of security to prevent others from making PlayStation Store purchases from your account. 

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.

Please note:

  • The setting applies to all devices used to access PlayStation Store.
  • If you have children, do not let them use your account and log out from your PlayStation® console after each use. Create separate accounts for each child to manage whether they can purchase from PlayStation Store and how much they can spend through Family Management settings.
Support video: View transaction history on PS4 console

Security and parental controls

  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 system, 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 initialize 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 to PlayStation™Network 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 to PlayStation™Network 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’.
Support video: Parental Controls overview on PlayStation 5 console
Support video: Default Parental Controls on PlayStation 4 console
Back
Refunds
Back

Refunds

Cancel and manage purchases

  1. Sign in to Account Management.
  2. Select Subscription from the menu on the left of the screen. 
  3. Select Cancel Subscription next to the subscription you would like to cancel.

If you would like to keep your subscription, you can select Reactivate Subscription before the payment date of the current subscription to keep it active.

  • I paid for content more than 14 days before the main product release date.

You can cancel any time up to the release date if you have not started to download the main part of the pre-order content (including pre-loading before release).

  • I paid 14 days (or less) before the main product release date.

You can cancel up to 14 days after placing the pre-order if you have not started to download the main part of the pre-order content (including pre-loading before release).

Please note, if you have not started to download the main product and your pre-order included extra content that is made available before the main product release, you will no longer be able to access this extra content if you cancel your pre-order.

Requesting a PS Store refund

Full games, downloadable content, in-game consumables and season passes fall under this category.

After purchasing this type of content through PlayStation Store, you have 14 days from purchase to request a refund. If you have started to download or stream the purchased content you will not be eligible for a refund unless the content is faulty.

A subscription includes any purchase of a service with recurring fees from PlayStation Store, such as PlayStation®Plus.

A pre-order refers to any purchase of digital content made from PlayStation Store before the content release date. There are two types of pre-order refund requests, depending on the date the content was pre-ordered.

  • Pre-order purchases made more than 14 days before the release date

For this type of pre-order purchase, you can request a refund at any time up until the release date of the content.

  • Pre-order purchases made fewer than 14 days before the release date 

For this type of pre-order purchase, you can request a refund up to 14 days* after the date of purchase.

Please note, if you have not started to download the main product and your pre-order included extra content that is made available before the main product release, you will no longer be able to access this extra content if you cancel your pre-order.

*This is not possible for the following payment methods: Bancontact (MisterCash), Paysafecard, and money vouchers. When refunding a purchase made with one of these payment types, the refund will be sent to your wallet.

Back
Vouchers & pre-orders
Back

Vouchers & pre-orders

Pre-orders

  • I paid for content more than 14 days before the main product release date.

You can cancel any time up to the release date if you have not started to download the main part of the pre-order content (including pre-loading before release).

  • I paid 14 days (or less) before the main product release date.

You can cancel up to 14 days after placing the pre-order if you have not started to download the main part of the pre-order content (including pre-loading before release).

Please note, if you have not started to download the main product and your pre-order included extra content that is made available before the main product release, you will no longer be able to access this extra content if you cancel your pre-order.

Support video: Downloading pre-ordered PS4 console games

Vouchers

  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.
  4. 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 Network Status page before entering the code. If there are no network problems but you're still having issues, please sign out of PSN and then sign back in to refresh your account.
Support video: Redeeming voucher codes on PS5 consoles
Support video: Redeeming voucher codes on PS4 consoles