If you do not recognise a payment to Sony Online Services or Sony Entertainment Network, please select from the options below to identify the cause of the issue.
If you do not recognise a purchase, first check your PlayStation Store transactions. If your transaction history does not reveal the source of the charges, please consider the common reasons for unrecognised payments listed below.
Has my PlayStation Store subscription automatically renewed?
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.
Could a child family member have used my payment details?
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 account attempts to make a purchase within the spending limit but the family manager’s wallet does not have enough funds, the transaction will fail.
If a child is using an adult account, they will be able to use PlayStation Network without parental controls — this will breach the SEN Terms of Service. If you find that family member under the age of 18 is using an adult account, please contact us.
Has my card been charged twice?
If you see multiple identical charges, it might be the case that you have purchased a subscription or piece of content more than once.
Subscriptions stack and will activate as the previous service entitlement ends. For example, a purchase of two one-month subscriptions will fund the service for two months. This also applies to the purchase of non-renewable content such as in-game currencies (e.g. Fifa points).
Please check your account transaction history* to see if you have purchased the same piece of content multiple times. This type of purchase can only be refunded in line with the PlayStation Store Cancellation Policy.
*If you have multiple accounts linked to the same payment method, please check the transaction history for each account.
If these reasons above don't apply to the unexplained transaction, your account might be compromised. Please follow the compromised account instructions 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 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 cannot access your email account, please contact your email provider.
*You can find the appropriate contact number by clicking here and typing ‘unauthorised transaction’ into the search bar — the ‘call us’ option will appear at the bottom of the page.
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 your PlayStation system has been stolen it is very important that you take the following steps as soon as possible:
*You can find the appropriate contact number by clicking here and typing ‘unauthorised transaction’ into the search bar — the ‘call us’ option will appear at the bottom of the page.