Account & Security

1. Go to the Account Management sign-in page and select Trouble Signing in? > Reset your password and enter your sign-in ID (email address).
2. You are sent an email containing a secure link. The verification email can take a few minutes to arrive. If you don't receive it within 24 hours, please click here for more help.
3. Follow the secure link, fill in the requested information and create a new password using a combination of uppercase and lowercase letters, numbers and special characters.

You're signed out from all devices when you change your sign-in ID (email address). When you change your email address you receive an email to your old email address showing your new sign-in ID (email address).

1. Sign in to Account Management on a web browser.
2. Select Security from the sidebar.
3. Click Edit next to Sign-In ID (Email Address). You may need to re-enter your password for security reasons.
4. Enter your new email address and click Save.
5. You receive an email to your new email address asking you to verify your new sign-in ID. Click the Verify Now button in this email. You also receive an email to your old email address detailing the change.

If we suspend your account or PlayStation console, you will see an error code when attempting to sign in to PSN.

We usually email you explaining why you’ve been suspended and how long it will last. We send that to the email address associated with your account (your sign-in ID). Be sure to check your junk or spam folder for the email.

When you create an account for PlayStation™Network (PSN), you agree to obey the PlayStation Network Terms of Service, which includes the Community Code of Conduct.

If you breach these terms we may temporarily or permanently suspend your account. For the most serious breaches, we may suspend your PlayStation console from accessing PlayStation Network.

1. Sign in to Account Management on a connected device and select Security.
2. Next to 2-step Verification Status, select Edit > Activate > Continue.
   
3. Select how you’d like to receive the verification code: Authenticator App or Text Message:

Authenticator app
Make sure you have an authenticator app (such as Authy, Google Authenticator, or Microsoft Authenticator) downloaded and set up on your mobile device. Open the authenticator app and scan the QR code. If the QR code fails, copy and paste the alphanumeric code.
You receive a verification code in the authenticator app.

Text message
Enter a mobile number or select an existing one.
You receive a verification code via SMS.

1. Enter the verification code.
2. Record your Backup Codes.

When you sign in to PlayStation™Network (PSN) on a PlayStation®5 console or PlayStation®4 console with 2SV active, you are asked to:

1. Enter your account password and sign-in ID (email address).
2. Enter the verification code from your authenticator app or the SMS that was sent to your registered mobile phone number*.

* The verification code is valid for 10 minutes after your sign-in attempt. If your code has expired, select Resend Code from the sign-in screen to receive a new code.

1. Sign in to Account Management on a connected device and select Security.
2. Next to 2-step Verification Status, select Edit > Deactivate.

If you kept a record of your backup codes when setting up 2SV, recovering your account on a PlayStation®5 console or PlayStation®4 console is simple:

1. Press the △ button on the 2SV login screen, then select Cannot Access Mobile Phone > Sign In Using Backup Code.
2. Enter one of your 10 Backup Codes — each code can be used once.

If you cannot receive a 2SV verification code, and you do not have 2SV backup codes, you will need assistance recovering your account. Contact us with your online ID (username) and sign-in ID (email address).

1. Sign in with your account password and select Resend Code.
2. Please wait a few minutes for the code to be sent.

If your PlayStation console asks you for a verification code but you have not turned on 2SV, take these steps as soon as possible:

1. Try to reset your password immediately. 
2. If you can't reset your password, contact us with your online ID (username) and sign-in ID (email address).

To change an activation, you need to manually deactivate the previous console. If you can't access the console, it's still possible to remotely deactivate all devices attached to your account using Account Management on a web browser.

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.

Find out how to secure your account after your console has been stolen.

When you create an account for PlayStation™Network (PSN), you agree to obey the PlayStation Network Terms of Service, which includes the Community Code of Conduct.

If you breach these terms we may temporarily or permanently suspend your account. For the most serious breaches, we may suspend your PlayStation console from accessing PlayStation Network.

If we suspend your account or PlayStation console, you will see an error code when attempting to sign in to PSN.

We usually email you explaining why you’ve been suspended and how long it will last. We send that to the email address associated with your account (your sign-in ID). Be sure to check your junk or spam folder for the email.

A chargeback, or payment reversal, occurs when a financial institution cancels an existing payment at your request. 

As a chargeback can indicate you suspect fraud or account take-over, we will suspend your account or console to protect it while we investigate. If there is no lawful reason for the chargeback (e.g. no legal right to a refund), your account will remain suspended until the debt is repaid.

Read these Rules – they will help you have a better time playing online.

Talk to the adult who usually looks after you (we will call them your Responsible Adult) about using PSN and what you want to do.

Learn how to stay safe on PlayStation Network, adjust your privacy settings and read our code of conduct rules.

To set up your family on PlayStation™Network (PSN), you need to create an adult account and then add child members or adult members.

1. Sign in to Account Management > Family Management > Add Family Member.
2. Select Add a Child.
3. Enter the child's date of birth, then click Next.
   The User Agreement appears. Accept and then follow the on-screen instructions to set up parental controls.

Age ratings provide information about the contents of a game, so you know which ones are suitable for your child. Make sure to check the age rating before you let your child play. See how to check the age ratings for the following:

Digital games and streaming games

• When you select the content on PlayStation™Store, the details screen contains the age rating.

Game discs

• The game packaging is labelled with the age rating.

Always use parental controls to manage your child’s experience on PlayStation. Do this before you allow them to play for the first time.

Your child can enjoy the PlayStation console without going online, but many products offer online features and some will not work without them. Advise your child how to stay safe online and talk to them about their experiences.

Report content or conversations that breach the Community Code of Conduct. If the Code of Conduct has not been broken but you don’t want to interact with a player, you can block them.

Reporting with the intention to harass another player is a breach of the Code of Conduct and may result in a temporary or permanent suspension of your account.

Moderators review reports and decide whether the content reported breaches the Code of Conduct. If it does, we remove the content and take appropriate action against the player who shared it.

You receive notifications when a report is submitted, reviewed, and when an action is decided.

False reporting is a breach of the Code of Conduct and may result in a temporary or permanent suspension of your account.

Learn how to report content or conversations that breach the Community Code of Conduct. If the Code of Conduct has not been broken, but you don't want to interact with a player, you can block them.

Learn how to report content that breaches the Community Code of Conduct. If the Code of Conduct has not been broken, but you don't want to interact with a player, you can block them.

Blocked players and you (the blocker) can't do the following:

• View each other's profile, activity, or personal information.
• Add each other to parties or watch each other’s screen during Share Screen. 
• If a blocked player is added to your group by another player, you won't see each other's messages.
• If you're in the same party chat, you won't hear each other's voice or watch each other's screen during Share Screen.

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.

If your PlayStation console has been stolen, please take the following steps:

• Change your PSN password and remove all payment methods from your account.

Learn about the dos and don'ts of using your account, as well as suspensions that can be applied to your account for not adhering to these guidelines.

Moderators review reports and decide whether the content reported breaches the Code of Conduct. If it does, we remove the content and take appropriate action against the player who shared it.

You receive notifications when a report is submitted, reviewed, and when an action is decided.

False reporting is a breach of the Code of Conduct and may result in a temporary or permanent suspension of your account.

Learn how to report content or conversations that breach the Community Code of Conduct. If the Code of Conduct has not been broken, but you don't want to interact with a player, you can block them.

Learn how to report content that breaches the Community Code of Conduct. If the Code of Conduct has not been broken, but you don't want to interact with a player, you can block them.

Blocked players and you (the blocker) can't do the following:

• View each other's profile, activity, or personal information.
• Add each other to parties or watch each other’s screen during Share Screen. 
• If a blocked player is added to your group by another player, you won't see each other's messages.
• If you're in the same party chat, you won't hear each other's voice or watch each other's screen during Share Screen.

1. Press the PS button to go to the control centre and then select Game Base.
2. From the Friends tab, select a friend from the list.
   You can also select players from the Parties tab by selecting the party and then the player from the members list.
3. On the player's profile select ...(More) > Block.

1. Press the PS button to go to the control centre and then select Game Base.
2. From the Friends tab, select a friend from the list.
   You can also select players from the Parties tab by selecting the party and then the player from the members list.
3. On the player's profile select ...(More) > Block.