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.
Don't recognise a payment or an email about your account?
Please select from the options below for more information.
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 wallet within an assigned spending limit. The spending limit for a child account is set to 0 by default when the account is created by the family manager.
If a child is using an adult account, they will be able to use PlayStation™Network without parental controls — this is a breach of our Terms of Service. If you find that a family member under the age of 20 is using an adult account, please contact us.
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 can't find an explanation for charges to your credit or debit card, and you believe your account might have been compromised, please follow these steps:
- Change the password on your email account. If you have problems doing this, please contact your email provider as soon as possible.
- Reset your account for PlayStation Network password using the PlayStation Online Assistant at the bottom of this page.
- Contact us.
I don't recognise an email about a change to my account
If the email doesn't state that the change was initiated by PlayStation, someone else might be trying to access your account. We recommend that you complete the following steps to secure your account:
- Change the password on your email account. If you have problems doing this, please contact your email provider as soon as possible.
- If you were able to change the password on your email account, reset your account for PlayStation Network password using the PlayStation Online Assistant at the bottom of this page.
- Contact us as soon as you can if you can't reset your account password.
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 can't access your email account, please contact your email provider.
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