Account and Security
Get answers to questions about setting up, managing, or recovering your account.
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.
Set up two-step verification for PlayStation™Network login
Learn how to set up and deactivate two-step verification (2SV), where to find 2SV backup codes and how to recover an account after losing a 2SV mobile number.
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.
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)
Need to contact us?
Online Assistant
Reset your password & restore access to 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.
Need to contact us?
Online Form
Submit a request to restore your account.
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.
Need to contact us?
Live chat
Open: 8 AM - 7 PM PT
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.
How to create an account
Find out how to set up an account for PlayStation™Network.
How to close an account
Find out how to request an account closure and what happens when your account gets closed.
Need to contact us?
Chatbot
Change online ID
Live chat
Open: 8 AM - 7 PM PT
Open: 8:00 - 19:00 PT
Received an email regarding an account you don't recognize?
If you have received an e-mail from PlayStation about an account you don't own or recognize, please change your e-mail password immediately and contact us with the options below.
Need to contact us?
Call us
Open: Mon-Fri
9:00AM - 6:00PM PT
800 345-SONY (7669)
PS Store and Refunds
Have questions about your purchase or content available on the PS Store? Reach out to us below to get answers.
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.
Need to contact us?
Refund Assistant
Request a refund for content purchased on your account.
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.
Need to contact us?
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.
Need to contact us?
Live chat
Open: 8 AM - 7 PM PT
Call us
Open: Mon-Fri
9:00AM - 6:00PM PT
800 345-SONY (7669)
Open: 8:00 - 19:00 PT
Don't recognize payments to PlayStation on your bank statement?
If you don't recognize payments made on your credit card or bank statement, it could be possible that someone has used your payment details to make a purchase on PlayStation Store.
If you don't have an account for PlayStation Network, and you think you've been the victim of fraud or your payment details have been compromised, contact your card provider (the number on the back of the card) and report the matter to law enforcement and we will cooperate with any enquiry. PlayStation Support can only discuss these charges with the account holder.
If you do have an account for PlayStation Network, we may be able to assist. Please reach out to us in the contact option(s) below.
Need to contact us?
Call us
Open: Mon-Fri
9:00AM - 6:00PM PT
800 345-SONY (7669)
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
Open: 8:00 - 19:00 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)
Open: 8:00 - 19:00 PT
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.
Need to contact us?
Chatbot
Hardware help
Call us
Open: Mon-Fri
9:00AM - 6:00PM PT
800 345-SONY (7669)
Open: 8:00 - 19:00 PT
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)
Open: 8:00 - 19:00 PT
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.
Need to contact us?
Chatbot
Hardware help
Open: 8:00 - 19:00 PT
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.
Need to contact us?
Chatbot
Subscription support
Live chat
Open: 8 AM - 7 PM PT
Open: 8:00 - 19:00 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
Open: 8:00 - 19:00 PT
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.
Need to contact us?
Chatbot
Subscription support
Live chat
Open: 8 AM - 7 PM PT
Open: 8:00 - 19:00 PT
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.
Need to contact us?
Live chat
Open: 8 AM - 7 PM PT
Open: 8:00 - 19:00 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
Open: 8:00 - 19:00 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
Open: 8:00 - 19:00 PT
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)
Open: 8:00 - 19:00 PT
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.