If you are having difficulty locating a PlayStation®5, please check with online retailers, directly for availability.

We do not have any shipment dates or inventory information for retail outlets.

If you are having difficulty locating a PlayStation®5, please check with online retailers, directly for availability.
We do not have any shipment dates or inventory information for retail outlets.

Contact us

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If you are having a problem and need to contact us, find the best option for you.

What do you need help with?

Select a topic to find the best way to contact us.

Account & Security
PS Store & Refunds
System & Hardware
Subscriptions
Games
Connectivity

Account and Security

Get answers to questions about setting up, managing, or recovering your account.

Account security best practices

Never share your account details with anyone else — you will be responsible for anything they do under your account. Prevent fraud by protecting your account with these helpful tips.

How to change your online ID

Learn how to change your online ID on PlayStation Network and what to do if you experience issues with an online ID change.

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Change online ID

Live chat 

Open: 8 AM - 7 PM PT

Need to reset your PlayStation™Network password?

If you forget your PlayStation Network (PSN) password, you can reset it from the web or on your PlayStation console.

Still need help? You may need the following to help recover your account.

  • Your online ID and sign-in ID (email address on your account).

  • Serial number of the console used to create or log into your account.

  • Details of a recent transaction (including Order Number, content purchased, price and date of the transaction)

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Recover your account

Account suspensions on PSN

If your account was suspended, you may have broken the PlayStation Network Terms of Service. Here are more details on why we suspend players, when suspensions end, and when you can appeal.

Suspended due to a chargeback?

If you or the payment owner reversed a payment to PlayStation Network, your account will be suspended until the charges are resolved. Learn more about suspensions for chargebacks and your options below.

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Activate PlayStation as primary

Activating your console as primary provides an easy access to content you’ve purchased from the PlayStation Store, automatic downloads, and more. Learn how to enable this below:

Deactivating a Primary PlayStation

Upgrade or change your hardware? Deactivate your previous primary systems either on your system or via the web.

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Live chat 

Open: 8 AM - 7 PM PT

PS Store and Refunds

Have questions about your purchase or content available on the PS Store? Reach out to us below to get answers.

Request a refund for PlayStation Store purchases

If you have bought something on PlayStation Store but have changed your mind about the purchase, you may be able to request a refund.

 

Pre-order and automatically download games

Some games that have not yet been released are available to be pre-ordered. Get all the information for how pre-orders work, launch times, and cancelations on the PlayStation Network.

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Request a refund

Problems using voucher codes on PlayStation™Store

Follow these steps to resolve common issues with redeeming PlayStation Store vouchers. 

PlayStation Store voucher code is damaged

If your voucher code is printed on a receipt, please contact the retailer to recover the code.

For all other types of damaged voucher, please contact us, describing the date of purchase and the retailer. You may be asked to provide proof of purchase and pictures of both sides of the voucher.

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Live chat 

Open: 8 AM - 7 PM PT

Problems adding credit or debit card information to PlayStation™Store

Having issues with adding credit and debit card information? Try using an alternative payment method or a PlayStation Store Cash card or try our troubleshooting steps.

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Live chat 

Open: 8 AM - 7 PM PT

System and hardware

Need technical help with your PlayStation hardware? Let us know which product you’re experiencing issues with and we’ll be here to assist.

Getting started with your new PlayStation®5 console

Find out how to set up your PS5™ for the first time, update the system software and connect to PlayStation™Network (PSN).

Fix & Replace 

Visit the Fix & Replace tool to troubleshoot your PlayStation 5 and get your issue fixed.

Need to contact us?

Technical issues and need help troubleshooting? Give us a call.

Call us 

Open: Mon-Fri

9:00AM - 6:00PM PT

 

800 345-SONY (7669)

Non-hardware related questions about the PS5 experience? Chat or tweet us!

Live chat 

Open: 8 AM - 7 PM PT

Fix & Replace 

Visit the Fix & Replace tool to troubleshoot your PlayStation 4 and get your issue fixed.

Need to contact us?

Chatbot

Help Updating System Software

Call us 

Open: Mon-Fri

9:00AM - 6:00PM PT

 

800 345-SONY (7669)
PlayStation VR: Quick start guide

Learn how to get started with PlayStation VR on PlayStation®5 and PlayStation®4 consoles.

Fix & Replace 

Visit the Fix & Replace tool to troubleshoot your PlayStation VR and get your issue fixed.

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Chatbot

Hardware help

Call us 

Open: Mon-Fri

9:00AM - 6:00PM PT

 

800 345-SONY (7669)
DualSense™ wireless controller for PS5™ console support

Find out how to pair and charge a DualSense wireless controller with a PS5 console, change controller settings and what troubleshooting steps to take for controller issues.

Fix & Replace 

Visit the Fix & Replace tool to troubleshoot your DualSense controller and get your issue fixed.

Need to contact us?

Call us 

Open: Mon-Fri

9:00AM - 6:00PM PT

 

800 345-SONY (7669)
Legacy Hardware

Don’t see your hardware listed in the options above? We may still be able to assist! Check our Fix & Replace page for more details on hardware troubleshooting for legacy hardware.

Accessories

Find more information and get help with Officially Licensed PlayStation Accessories for at our accessories hub below.

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Hardware help

Subscriptions

Have questions about your PS Store subscription? Contact us here for assistance with PlayStation Plus, PlayStation Now, and others.

PlayStation®Plus details

Learn more about the features and benefits of PlayStation Plus such as online multiplayer, cloud storage, and monthly games.

How to manage your PlayStation Plus subscription

Find out how to check your PlayStation Plus payment date, change your payment method, or cancel subscription services.

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Subscription support

Live chat 

Open: 8 AM - 7 PM PT

PlayStation™Now details

Learn how to stream over 700 PS Now games on PlayStation®5, PlayStation®4, and PC.

How to manage your PlayStation Now subscription

Find out how to check your PlayStation Now payment date, change your payment method or cancel subscription services.

Need to contact us?

Chatbot

Subscription support

Live chat 

Open: Mon-Sat 10:30 - 19:00

Manage other PlayStation Store subscriptions and services

If you have an active subscription to a service purchased on PlayStation Store you can follow the steps below to manage it.

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Chatbot

Subscription support

Live chat 

Open: 8 AM - 7 PM PT

Games

Curious what’s in upcoming game titles? Need information on how to install, download or update games? We’re here to help.

Featured game titles

It isn’t PlayStation without great games to play. Here is some information on some of the latest titles to keep you informed on what to expect.

PS4 to PS5 digital game upgrades

Certain PS4™ games can be upgraded to the digital PS5™ version of the game on a PS5 console. Find out how to upgrade your eligible games.

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Live chat 

Open: 8 AM - 7 PM PT

How to find and download games purchased from Playstation™Store

Learn how to download your PlayStation Store purchases to your PS5™ or PS4™ console and how to download games remotely.

How to clear storage space on PlayStation

Learn how to make space on your console storage, store games on extended storage and move game saved data using Playstation®Plus cloud storage.

Need to contact us?

Live chat 

Open: 8 AM - 7 PM PT

Learn how to restore licenses on PS4 and PS5

Restoring licenses may help if you’re unable to access your digital purchases like games, add-ons, in-game consumables, and virtual currency.

Need to contact us?

Live chat 

Open: 8 AM - 7 PM PT

Connectivity

Having trouble connecting to PlayStation Network? Your internet connection seems slow or sluggish? Find help here.

PSN Status

If you’re having trouble connecting to PSN, you can always check to confirm there are no on-going issues. If that doesn’t resolve your issue, you can visit Fix & Connect to get connection solutions for your PS4 and PS5.

Need to contact us?

Call us 

Open: Mon-Fri

9:00AM - 6:00PM PT

 

800 345-SONY (7669)
Connect your PS4 or PS5 to the Internet and PlayStation Network

Learn how to set up a wired or wireless connection on your PS4 or PS5 system to access the Internet and PSN.

Having connection issues?

Visit Fix & Connect to get connection solutions for your PS4 and PS5, or check the PSN status below.

Need to contact us?

Call us 

Open: Mon-Fri

9:00AM - 6:00PM PT

 

800 345-SONY (7669)