Phished (compromised) accounts and unauthorized charges

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.

Having trouble logging-in to your account?

Try our PlayStation Online Assistant to find out how to recover your account.

I have an account: I don’t recognize a payment

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.

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.

Cancel a subscription

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: 

  1. Attempt to reset the passwords associated with your sign-in ID (email address) and account.
  2. Contact us.

I don’t recognize an email about a change to my account 

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: 

  1. Change the password on your email account. If you have problems doing this, please contact your email provider as soon as possible. 
  2. If you were able to change the password on your email account, reset your account for PlayStation Network password. 
  3. Contact us as soon as you can if you can't reset your account password. 

I don't have an account: I don’t recognize a payment or email

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. 

My PlayStation console has been stolen

If your PlayStation console has been stolen, please take the following steps:

  1. Change your PSN password and remove all payment methods from your account.

  1. If you can't change your password or access your account, contact us to help you secure your account.

Having trouble logging-in to your account?

Try our PlayStation Online Assistant to find out how to recover your account.