Find out what steps to take if you think someone may have accessed your account or you do not recognize a payment to PlayStation™Store.
Try our PlayStation Online Assistant to find out how to recover your account.
Please select from the options below for more information.
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 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 is using an adult account, they will be able to use PlayStation™Network without parental controls — this will also 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 so we can change their account to a child account.
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 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:
If the email doesn't state that the change was started by PlayStation, someone else might be trying to access your account. We recommend that you complete the following steps to secure your account:
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 unauthorized 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 recognize, change your email password immediately and contact us*.
*If you cannot access your email account, please contact your email provider.
Try our PlayStation Online Assistant to find out how to recover your account.
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