Contact Support

What do you need help with?

Select a topic to find the best way to contact us.

What do you need help with?

Select a topic to find the best way to contact us.

Account & Security

2-step verification

Help with 2SV issues

If you cannot receive a 2SV verification code or have no access to your phone, and you do not have 2SV backup codes, you will need to contact us using the details below and with these details ready: 

your online ID, sign-in ID (email address on your account), serial number of the console used to create or log into your account, and any recent transaction details.

Need to contact us?

RECOMMENDED
Online Assistant Open: 24/7
Reset your password & restore access to your account.
Recover account
Account & Security

Password reset & Recover my account

Need to reset your PlayStation™Network password?

If you forget your PlayStation Network (PSN) password, you can reset it from the web or on your PlayStation console.

Compromised account?

If you believe that someone else might have access to your account, please reset the passwords associated with your sign-in ID (email address) and account. If you can't change your password or access your account, contact us to help you secure your account.

Still need help? You may need the following to help recover your account.

  • Your online ID and sign-in ID (email address on your account).

  • Serial number of the console used to create or log into your account.

  • Details of a recent transaction (including Order Number, content purchased, price and date of the transaction)

Need to contact us?

RECOMMENDED
Online Assistant Open: 24/7
Reset your password & restore access to your account.
Recover account
Account & Security

Change online ID & other account questions

Need help changing your online ID? 

If you're experiencing issues after a change to your online ID on PlayStation Network or want to revert to your previous online ID please contact us.

How to close an account

Please contact PlayStation Support with your online ID and sign-in ID (email address) to request account closure. 

Need help downloading your data? 

If you are having issues or need help downloading your information, please contact us using the details below.

Need to contact us?

RECOMMENDED
Online Assistant Open: 24/7
Reset your password & restore access to your account.
Recover account
Account & Security

Suspensions

Account suspensions on PSN

When you create an account for PlayStation™Network (PSN), you agree to obey the PlayStation Network Terms of Service, which includes the Community Code of ConductIf you breach these terms we may temporarily or permanently suspend your account. For the most serious breaches, we may suspend your PlayStation console from accessing PlayStation Network.

You can access your account once your temporary suspension ends. You can see how long is left by checking the email notification from PlayStation Safety. You may be eligible to appeal a permanent suspension.

Suspension due to account debt (chargeback)

If you or the payment owner reversed a payment to PlayStation Network, your account will be suspended until the charges are resolved. To resolve the issue please contact us using the details below. 

Need to contact us?

RECOMMENDED
Chargeback Appeal Form Submit a request to restore your account if suspended for chargebacks. Request form
RECOMMENDED
Suspension Appeal Form Submit your request to appeal your suspension Submit
Account & Security

Unauthorized email address usage

Received an email regarding an account you don't recognize?

If you have received an e-mail from PlayStation about an account you don't own or recognize, please change your e-mail password immediately and contact us with the options below. 

Need to contact us?

RECOMMENDED
Call us Open: Mon-Fri 9:00AM - 6:00PM PT
800 345-SONY (7669)
Account & Security

Device Deactivation

Deactivating a PlayStation console

Deactivate your previous PlayStation console to activate your account on a new PlayStation device. 

You can easily deactivate your PlayStation console if you have access to it, or deactivate it online once every 6 months. 

Contact us using the details below if you're having issues.

Need to contact us?

RECOMMENDED
Online Assistant Open: 24/7
Reset your password & restore access to your account.
Recover account
PS Store & Refunds

PlayStation Store refunds

Request a refund for PlayStation Store purchases

If you have bought something on PlayStation Store but have changed your mind about the purchase, you can contact us using the contact channel below to request a refund, or review our Cancellation Policy to learn more.

Need to contact us?

RECOMMENDED
Refund Assistant Open: 24/7
Request a refund for content purchased on your account.
Help with refund
PS Store & Refunds

Unauthorized Payments

Don't recognize payments to PlayStation on your bank statement?

If you don't recognize payments made on your credit card or bank statement, it could be possible that someone has used your payment details to make a purchase on PlayStation Store.

If you don't have an account for PlayStation Network, and you think you've been the victim of fraud or your payment details have been compromised, contact your card provider (the number on the back of the card) and report the matter to law enforcement and we will cooperate with any enquiry. PlayStation Support can only discuss these charges with the account holder.

If you do have an account for PlayStation Network, we may be able to assist. Please reach out to us in the contact option(s) below. 

Need to contact us?

RECOMMENDED
Call us Open: Mon-Fri 9:00AM - 6:00PM PT
800 345-SONY (7669)
PS Store & Refunds

Payment Issues

Having issues with payments? 

If you are having issues making a payment, please contact us.

Need to contact us?

RECOMMENDED
Refund Assistant Open: 24/7
Request a refund for content purchased on your account.
Help with refund
RECOMMENDED
Call us Open: Mon-Fri 9:00AM - 6:00PM PT
800 345-SONY (7669)
PS Store & Refunds

Vouchers

PlayStation Store voucher code is damaged

If your voucher code is printed on a receipt, please contact the retailer to recover the code.

For all other types of damaged vouchers, please contact us, describing the date of purchase and the retailer. You may be asked to provide proof of purchase and pictures of both sides of the voucher.

Need to contact us?

RECOMMENDED
Refund Assistant Open: 24/7
Request a refund for content purchased on your account.
Help with refund
Hardware & Repairs

PlayStation®5

Need to contact us?

RECOMMENDED
PlayStation Repairs Troubleshoot your device and get your issue fixed. PlayStation Repairs
Hardware & Repairs

PlayStation®4

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RECOMMENDED
PlayStation Repairs Troubleshoot your device and get your issue fixed. PlayStation Repairs
Hardware & Repairs

PlayStation®VR

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PlayStation Repairs Troubleshoot your device and get your issue fixed. PlayStation Repairs
Hardware & Repairs

DualSense™ wireless controller

Need to contact us?

RECOMMENDED
PlayStation Repairs Troubleshoot your device and get your issue fixed. PlayStation Repairs
Hardware & Repairs

Legacy Hardware & Accessories

Need to contact us?

RECOMMENDED
PlayStation Repairs Troubleshoot your device and get your issue fixed. PlayStation Repairs
Subscriptions

PlayStation®Plus

Request a refund for a PlayStation®Plus subscription

Active subscriptions can be canceled up until the next payment date by selecting the Cancel Subscription setting. To request a refund please contact us following the details at the bottom of this page. Visit our cancellation policy page to get more information.

 Where to find the subscription renewal date:
  1. Sign in to Account Management
  2. Select Subscription from the menu on the left of the screen. 
  3. Select a subscription to view the renewal date and Cancel Subscription or Reactivate Subscription.

Need to contact us?

RECOMMENDED
Live chat 8 AM - 7 PM PT
PT. We are currently closed for chat enquiries. Chat closed
Subscriptions

3rd party services and applications

Third-party apps and subscriptions/services

If you are using a third-party subscription, service, or a non-PlayStation developed application on your PlayStation device and have a question, please contact directly the app developer or subscription provider.

Need to contact us?

RECOMMENDED
Live chat 8 AM - 7 PM PT
PT. We are currently closed for chat enquiries. Chat closed
Games

Pre-order

How to cancel a pre-order

If you have paid for pre-ordered content on PlayStation Store but have changed your mind about the purchase, contact us following the details below to request a refund or visit our cancellation policy page to get more information.

When the downloads will start?

To make sure your console automatically downloads your pre-order as soon as possible, check the Auto-download settings on your console and make sure there is enough storage space for the game data.

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RECOMMENDED
Live chat 24/7
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Games

Installing, downloading and updating games

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Live chat 24/7
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Games

Troubleshooting digital and disc content

Troubleshooting digital and disc content 

Resolve game issues by following troubleshooting steps in our videos. If you're still having issues, please contact us. 

When you contact us, we may ask you to provide: a detailed description of your game issue, troubleshooting steps you attempted and a screenshot or a video of the issue if possible.

Support video: Tips for locked games on PS5
Support video: Troubleshoot a downloaded PS4 game

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RECOMMENDED
Live chat 24/7
PT. We are currently closed for chat enquiries. Chat closed
Connectivity

PlayStation™Network

PSN Status

If you’re having trouble connecting to PSN, you can always check to confirm there are no on-going issues. If that doesn’t resolve your issue, you can visit PlayStation Repairs to get connection solutions for your PS4 and PS5.

Need to contact us?

RECOMMENDED
PlayStation Repairs Troubleshoot your device and get your issue fixed. PlayStation Repairs
RECOMMENDED
Call us Open: Mon-Fri 9:00AM - 6:00PM PT
800 345-SONY (7669)
Connectivity

Internet connection

Need to contact us?

RECOMMENDED
Call us Open: Mon-Fri 9:00AM - 6:00PM PT
800 345-SONY (7669)
RECOMMENDED
PlayStation Repairs Troubleshoot your device and get your issue fixed. PlayStation Repairs