Help with 2-step verification issues on PlayStation™Network

 

Help with 2-step verification issues on PlayStation™Network

 

Find out how you can use 2SV backup codes to recover your account, and what steps to take if you lose your 2SV phone.

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.

If you have lost access to your 2-Step verification phone

If you cannot receive a 2SV verification code, and you do not have 2SV backup codes, check to see if you are still signed in on a web browser, PS5, or PS4. If you are still signed in, you can change your registered mobile number and regain access:

Web browser: turn off 2SV

  1. Go to Account Management on a connected device and select the Security tab.

  2. Select Edit next to 2-Step Verification Status > Deactivate. Then Activate 2SV with your new device.

  1. Go to Settings > Users and Accounts > Security > 2-Step Verification > Status - Inactive
  2. Select 2-Step Verification > Status, and Activate 2SV with your new device.
  1. Go to Settings > Account Management > Account Information > Security > 2-Step Verification > Status > Inactive
  2. Then select 2-Step Verification > Status, and Activate 2SV with your new device.

Once you have reactivated 2SV with the correct number, make a note of your 2SV backup codes:

  1. Go to Account Management on a connected device and select the Security tab.
  2. Select 2-Step Verification > Backup Codes.

If you can't sign in on any devices

You will need assistance recovering your account. Contact us with your online ID (username) and sign-in ID (email address).

If you didn't 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.

If you didn't set up 2SV but you received a 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 change your password immediately. 
  2. If you can't change 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'

Unfortunately, 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 cannot 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