2SV issues on PSN

Help with two-step verification issues on PlayStation™Network

Find out how you can use two-step verification (2SV) backup codes to recover your account, and what steps to take if you lose your 2SV phone.

How to recover your account with 2SV backup codes

If you kept a record of your backup codes when setting up 2SV, recovering your account is simple:

  • On the 2-step verification login screen, press the triangle button, and then select Cannot Access Mobile Phone > Sign In Using Backup Code.

  • Enter one of your 10 Backup Codes — each code can be used once.

Lost access to 2SV mobile phone and can't sign in?

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).

Did you not receive a verification code text?

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

Have you received an unexpected 2SV message?

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).

If you see: 'This email address is already associated with another Sony group service'

You can't sign in to other Sony group services with 2SV. This means that if you have linked your PSN sign-in ID (email address) to another Sony group service, you can't switch on 2SV for signing in to PlayStation Network. This is so we can make sure you can access all of your Sony accounts. If you want to activate 2SV you need to unlink your accounts. Contact us to request this.

If you receive an 'incorrect password' message

The services displayed below do not support 2SV and will show a wrong password message if you sign in to them when 2SV is switched on. To use them, disable 2SV to sign in, and reactivate it once you're finished.

  • Google TV 
  • MediaGo

Need help? 

Contact our support specialists