Purchases & Refunds

If you receive the error message "Credit/debit card information is not valid" while adding a card to your account, please do the following:

• Verify that your card details are correct.
• Name and address should match the details on your bank statement.
• Avoid using special characters.
• Credit cards registered in other regions may not be accepted.
• Wait 24 hours to re-attempt.
• Contact your bank or use an alternative payment method available in your country.

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

Have you been charged a recurring subscription fee?

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.

Could a family member have used your payment 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 services without parental controls — this is a breach of our Terms of Service. If you find that a family member under the age of 18 is using an adult account, please contact us.

Has your card been charged twice?

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 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: 

1. Change the password on your email account. If you have problems doing this, please contact your email provider as soon as possible.  
2. Reset your account for PlayStation password.

1. Sign in to Account Management > Payment Method. 
2. Toggle the ‘Require Password at Checkout’ button. 

The password screen appears whenever you make a purchase. You must enter the password you use to sign in. 

1. Sign in to Account Management > Family Management.
2. Select the child account you want to set a spending limit for and select Edit to adjust the Monthly Spending Limit.

1. Sign in as the family manager and go to Settings > Family and Parental Controls > PS5 Console Restrictions.  
2. Enter the existing console restriction passcode. If you haven't set one before, the default is 0000.  
3. Select Change Your Console Restriction Passcode. Enter a new four-digit passcode using the corresponding buttons on the controller. Make sure it's something memorable that only you know.  
4. Enter the passcode a second time to confirm. 

Important 

If you forget your passcode, you need to reset your PS5® console.

1. On your PS4® console, go to Settings > Parental Controls/Family Management > PS4 System Restrictions. 
2. Enter the existing system restriction passcode. If you haven't set one before, the default is 0000. 
3. Select Change System Restriction Passcode. Enter a new four-digit passcode using the corresponding buttons on the controller. Make sure it's something memorable that only you know. Enter the passcode a second time to confirm.

Important

If you forget your system restriction passcode, you must initialize the PS4 console.

Encourage everyone who has an account on your PlayStation console to set a login passcode. Otherwise, child family members may be able to avoid parental controls.

1. Go to Settings > Users and Accounts.
2. Select Login Settings > Set a PS5 Login Passcode.
3. Set a four-digit passcode. Make sure it's something memorable that only you know.

• This setting is available after you've signed in once. 
• The login passcode is not the same as the console restriction passcode.

Encourage everyone who has an account on your PlayStation console to set a login passcode. Otherwise, child family members may be able to avoid parental controls.

1. Go to Settings > Login Settings > Login Passcode Management. 
2. Set a four-digit passcode. Make sure it's something memorable that only you know. 
   

• This setting is available after you've signed in once. 
• The login passcode is not the same as the console restriction passcode.

Prevent your child from creating a new unrestricted account instead of using the one you created for them by disabling new user creation and the option to log in as a guest.

1. Log in as the family manager and go to Settings > Family and Parental Controls > PS5 Console Restrictions. 
2. Select User Creation and Guest Login > ‘Not Allowed’.
   

Prevent your child from creating a new unrestricted account instead of using the one you created for them by disabling new user creation and the option to log in as a guest.

1. Log in as the family manager and go to Settings > Parental Controls/Family Management > PS4 System Restrictions.
2. Select New User Creation and Guest Login > ‘Not Allowed’.

1. Sign in to Account Management.
2. Select Subscription from the menu on the left of the screen. 
3. Select Cancel Subscription next to the subscription you would like to cancel.

If you would like to keep your subscription, you can select Reactivate Subscription before the payment date of the current subscription to keep it active.

• I paid for content more than 14 days before the main product release date.

You can cancel any time up to the release date if you have not started to download the main part of the pre-order content.

• I paid 14 days (or less) before the main product release date.

You can cancel up to 14 days after placing the pre-order if you have not started to download the main part of the pre-order content.

Please note, if you have not started to download the main product and your pre-order included extra content that is made available before the main product release, you will no longer be able to access this extra content if you cancel your pre-order.

1. Go to PlayStation Store and click on your Avatar at the top of the screen.
2. Select Redeem Codes from the drop-down menu.
3. Carefully enter the code and select Redeem.
   The credit or content is now applied to your account.

When redeeming a voucher, please check the following:

• Check that you entered the voucher code correctly. 
• If you're using a gift card, carefully scratch using a coin and make sure to reveal all digits. 
• Every PlayStation voucher code contains twelve digits. Ten-digit discount codes can only be redeemed when making a purchase. 
• Ensure that the code is still valid. Some codes have an expiry date listed on the voucher. 
• Check the PlayStation Status page before entering the code. If there are no network problems but you're still having issues, please sign out and then sign back in to refresh your account.