Unauthorised transactions and compromised accounts

Find out what steps to take if you do not recognise a payment to PlayStation™Store.

If you do not recognise a payment to Sony Online Services or Sony Entertainment Network, please select from the options below to identify the cause of the issue.

Having trouble accessing your account?

I have an account for PlayStation™Network — why have I been charged?

If you do not recognise a purchase, first check your PlayStation Store transactions. If your transaction history does not reveal the source of the charges, please consider the common reasons for unrecognised payments listed below.

When you subscribe to a service, the Auto-Renew setting is switched on for that subscription. This function allows your linked payment method to be debited if your PlayStation wallet does not have sufficient funds for a subscription renewal.

You can cancel a subscription at any time. Please note, purchases of this type can only be refunded in line with the PlayStation Store cancellation policy.

Cancel a subscription
PlayStation Store cancellation policy

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 account attempts to make a purchase within the spending limit but the family manager's wallet does not have enough funds, the transaction will fail.

If a child is using an adult account, they will be able to use PlayStation Network without parental controls — this will breach our Terms of Service. If you find that a family member under the age of 18 is using an adult account, please contact us.

Check transaction history

Family on PSN

Password at checkout

If you see multiple identical charges, it might be the case that you have purchased a subscription or piece of content more than once.

Subscriptions stack and will activate as the previous service entitlement ends. For example, a purchase of two one-month subscriptions will fund the service for two months. This also applies to the purchase of non-renewable content such as in-game currencies.

Please check your account transaction history* to see if you have purchased the same piece of content multiple times. This type of purchase can only be refunded in line with the PlayStation Store Cancellation Policy.

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

Check transaction history

Set password at checkout

If these reasons above don't apply to the unexplained transaction, your account might be compromised. Please follow the compromised account instructions to secure your account.

I do not have an account — why am I being notified of a payment?

  • I have noticed a payment to PlayStation Network on my bank statement.

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.

  • I have received an email related to an account for PlayStation Network.

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. 

Has my account been compromised?

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.

My PlayStation console has been stolen — how can I secure my account?

If your PlayStation system has been stolen, it is very important that you take the following steps as soon as possible:

  1. Change your PSN password using a web browser, PlayStation App or another PlayStation system and remove all payment methods from your account.

  2. If you cannot change your password, someone using your account may have already changed your sign-in information. Contact us to let us know and we'll do what we can to help.

Need help? 

Contact our support specialists