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How to use a web browser or PlayStation App to reset a forgotten master account password

If you know your password, please see How to change an account password instead and if you have a sub account please see How to change a sub account password.

  1. Go to the Sony Entertainment Network account sign-in page or select sign-in on the App home page and click on ‘Trouble signing in’? > ‘I forgot my password’.
  2. Enter the requested information.
  3. You will be emailed a secure link which expires 24 hours after it is sent. If the link expires please follow steps 1 and 2 for it to be re-sent.
  4. When you follow the secure link and fill in the requested information, you will be forwarded to a page where you will be asked to choose a new password and confirm it.
  5. 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-Fri 14:00 - 22:00 NZDT

Call us on 09 801 1235

We're here to help you. Opening Hours: Mon-Fri 8am - 8pm / Sat 10am - 6pm (Closed Sunday)

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.