Phished (compromised) accounts and unauthorised charges

Phished (compromised) accounts and unauthorised charges

Find out what steps to take if you think someone may have accessed your account or you do not recognise a payment to PlayStation™Store.

Can't access your account? 

Visit the guide below for information about resetting your password and how to get in touch if you can't access your account.

I have an account: I don't recognise a payment

If you do not recognise a purchase, first check your PlayStation Store transactions. If your transaction history doesn't explain the charges, please consider the common reasons for unrecognised payments listed below.

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.

Child accounts don't have their own PlayStation wallet but can spend funds from the family manager's PlayStation wallet within an assigned spending limit. The spending limit for a child account is automatically set to 0. 

If a child is using an adult account, they will be able to use PlayStation™Network without parental controls — this will also breach our Terms of Service. If you find that a family member under the age of 21 is using an adult account, please contact us so we can change their account to a child account.

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 you have multiple accounts linked to the same payment method, please check the transaction history for each account.

If you cannot find an explanation for charges to your credit or debit card, and you believe your account might have been compromised, please follow these steps: 

  1. Attempt to reset the passwords associated with your sign-in ID (email address) and account.
  2. Contact us.

I don't recognise an email about a change to my account 

If the email doesn't state that the change was started 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. If you were able to change the password on your email account, reset your account for PlayStation Network password. 
  3. Contact us as soon as you can if you can't reset your account password. 

I don't have an account: I don't recognise a payment or email

It could be possible that someone has used your payment details to make a purchase on PlayStation Store. If you believe this to be the case, contact your card provider (the number is on the back of the card) immediately to report unauthorised use.

It is possible that someone has used your email address to create an account. If you receive a PSN email that you don't recognise, change your email password immediately and contact us*. 

*If you cannot access your email account, please contact your email provider. 

My PlayStation console has been stolen

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

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

  1. If you can't change your password or access your account, contact us to help you secure your account.

Need help? 

Contact our support specialists