Phished (compromised) accounts and unauthorised charges

Phished (compromised) accounts and unauthorised charges

Find out what steps to take if you think someone may have accessed your account or you do not recognise a payment to PlayStation™Store.

I have an account: I don't recognise a payment

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

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.

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™Network 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.

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 can't 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. 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 Network password using the guide below. 
  1. Contact us.

I don't recognise an email about a change to my account 

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. If you were able to change the password on your email account, reset your account for PlayStation Network password using the guide below. 
  1. Contact us as soon as you can if you can't reset your account password. 

I don't have an account: I don't recognise 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 unauthorised 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 recognise, change your email password immediately and contact us*. 

*If you can't 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.

Need help? 

Contact our support specialists