PlayStation Support

Account & Security 

What do you need help with?

Select a category from below:

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Account Recovery
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Account Recovery

Recover your account with email

You can regain access to your account using an email verification link.

  1. Go to the Account Management sign-in page, select Trouble Signing in? > Recover Your Account and enter your sign-in ID (email address).
  2. Check your email address for an email containing a secure link. The verification email can take a few minutes to arrive.
  1. Follow the secure link in the email, fill in the requested information, and create a new password using a combination of uppercase and lowercase letters, numbers, and special characters.

For more information on recovering your account, visit the guide below.

If you've forgotten your email address, or can't access it to open a 2SV email or password reset email, visit the guide below for further support.

Recover your account with passkeys

If you’ve lost your phone but have the same verification method registered on another device, you can sign in to Account Management using that device and then register a new passkey.

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Login and password
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Login and password

Passkeys

  1. Sign in to Account Management.
  2. Go to Security and enable Sign in with Passkey.
  3. Select Create a Passkey.
  4. Choose how you want to create a passkey, and then follow the on-screen instructions to complete the setup.
  1. Sign in to Account Management.
  2. Go to Security and disable Sign in with Passkey.
  3. Create a password to sign in to PSN.

If you have issues signing in with your passkey or with your device, please select Can't Sign In with Passkey from the sign-in screen and sign in via email or QR code.

Please note: 

  • If you’re having issues using passkey with Remote Play on Mac, please revert to password sign in.
  • If your web browser isn’t updated, passkeys might not be supported. If you experience this type of issue, please revert to password sign in.
  • Using passkeys between some Android and Windows devices might cause issues. If you experience this type of issue, please select Can't Sign In with Passkey.

Change password

  1. Go to the Account Management sign-in page and select Trouble Signing in? > Reset your password and enter your sign-in ID (email address).
  2. You are sent an email containing a secure link. The verification email can take a few minutes to arrive.
  3. Follow the secure link in the email, fill in the requested information, and create a new password using a combination of uppercase and lowercase letters, numbers, and special characters.

You can also switch to passkey authentication for a quick and secure sign-in experience.

  1. Sign in to Account Management
  2. Select Trouble Signing in? > Recover Your Account and enter your sign-in ID (email address).
    You are sent an email containing a secure link. The verification email can take a few minutes to arrive.
  3. Follow the secure link in the email, fill in the requested information and create a new password using a combination of uppercase and lowercase letters, numbers and special characters.

You can also switch to passkey authentication for a quick and secure sign-in experience.

Only a family manager can reset the password for a child account.

  1. As the family manager, sign in to Account Management
  2. Go to Family Management.
  3. Select the child account and Reset Password.
Support video: Reset your password on a PS5 console
Support video: Reset your password on a PS4 console

Log-in issues

If you’re having any of the following problems, visit the guide below for further support:

  • I’ve forgotten my sign-in ID (email address).
  • I’ve forgotten my account verification information.
  • Details linked to my account were changed without my permission.
  • I don’t have access to the email address linked to my account anymore.
  1. Go to the Account Management sign-in page and select Trouble Signing in? > Reset your password and enter your sign-in ID (email address).
  2. You are sent an email containing a secure link. The verification email can take a few minutes to arrive.
  3. Follow the secure link in the email, fill in the requested information and create a new password using a combination of uppercase and lowercase letters, numbers and special characters.

You can also switch to passkey authentication for a quick and secure sign-in experience.

You're signed out from all devices when you change your sign-in ID (email address). When you change your email address you receive an email to your old email address showing your new sign-in ID (email address).

  1. Sign in to Account Management on a web browser.
  2. Select Security from the sidebar.
  3. Click Edit next to Sign-In ID (Email Address). You may need to re-enter your password for security reasons.
  4. Enter your new email address and click Save.
  5. You receive an email to your new email address asking you to verify your new sign-in ID. Click the Verify Now button in this email. You also receive an email to your old email address detailing the change.

If we suspend your account or PlayStation console, you will see an error code when attempting to sign in to PSN.

We usually email you explaining why you’ve been suspended and how long it will last. We send that to the email address associated with your account (your sign-in ID). Be sure to check your junk or spam folder for the email.

You can also check your account status by visiting My Support.

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 Conduct.

If 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.

2-Step Verification (2SV)

When you set up 2SV, you can receive verification codes either via SMS, or by using an authenticator app. You can also switch to passkey authentication for a quick and secure sign-in experience. 

  1. Sign in to Account Management and select Security.
  2. Next to 2-step Verification Status, select Edit.
  3. Select a verification method: Authenticator App or Text Message.
  4. Enter your mobile number or scan the QR code with the authenticator app. If the QR code fails, copy and paste the alphanumeric code on your app.
  5. Enter the verification code you receive via SMS or app and select Activate.
  6. Record your Backup Codes.
  1. Enter your account password and sign-in ID (email address).
  2. Enter the verification code from your authenticator app or the SMS that was sent to your registered mobile phone number*.

* The verification code is valid for 10 minutes after your sign-in attempt. If your code has expired, select Resend Code from the sign-in screen to receive a new code.

  1. Sign in to Account Management on a connected device and select Security.
  2. Next to 2-step Verification Status, select Edit > Deactivate.

If you’ve kept a record of your backup codes when setting up 2SV, you can easily recover your account. 

  1. Try to sign in to Account Management.
  2. Click on Trouble Receiving Code? > Sign In Using a Backup Code.
  3. Enter one of your 10 backup codes (each code can be used once) and select Verify.
  4. Click on Continue to sign in to your account.

If you have any of the following scenarios, you’ll need to contact PlayStation Support to restore your account access:

  • I don’t have backup codes.
  • I don’t have access to my phone or mobile number.
  • You’ve received unexpected 2-step verification messages and you’re not able to change your sign-in method.
  1. Select Resend Code from the sign-in screen.
    It could take a few minutes for the code to arrive.

  2. Restart your phone and try again. 

  3. Check whether you’ve enabled airplane mode on your phone.

  4. Check the mobile network signal status of your phone.
    If you’re having trouble, contact your mobile service provider for details.
Support video: 2-Step Verification on PS4 consoles
Support video: 2-Step Verification on PS5 consoles
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Account management
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Account management

Create, change and close account

  1. Go to Account Management and select Create New Account.
  2. Enter your details and preferences and select Next on each screen.
  3. Verify your email address. Check your email for a verification message. Follow the instructions in the message to verify your email address.

You're signed out from all devices when you change your sign-in ID (email address). When you change your email address you receive an email to your old email address showing your new sign-in ID (email address).

  1. Sign in to Account Management on a web browser.
  2. Select Security from the sidebar.
  3. Click Edit next to Sign-In ID (Email Address). You may need to re-enter your password for security reasons.
  4. Enter your new email address and click Save.
  5. You receive an email to your new email address asking you to verify your new sign-in ID. Click the Verify Now button in this email. You also receive an email to your old email address detailing the change.

Learn how to request an account closure and what happens after your account is closed.

  1. Sign in to Account Management and select Profile from the sidebar.
  2. Select Edit next to your current online ID. 
  3. Enter a new online ID and follow the on-screen instructions to complete the change.
  4. After you complete the change process, you’re signed out of all devices.

Resolve issues after changing your online ID on PlayStation Network.
  1. Purchase, download, and start an eligible PlayStation game playable on PC.
  2. Go to the main menu for the game and select Sign In.
  3. Sign in using your sign-in ID (email address), or create an account.
    Account linking may be completed when you sign in (this experience may vary between titles).
Support video: Change your online ID

Activation, console sharing and deactivation

When you enable console sharing and offline play, anyone who uses your PS5 console can:

  • Play your games and media even when the console is offline.
  • Play games and media you've purchased and downloaded.
  • Enjoy some benefits of your PlayStation Plus membership, such as online multiplayer.

PS5™ Console Sharing and Offline Play is automatically enabled on the PS5 console you use to sign in to PlayStation™Network for the first time. To disable or enable Console Sharing on a new PS5 console, follow these steps:

  1. Go to Settings > Users and Accounts > Other > Console Sharing and Offline Play
  2. Select Enable or Disable.

Activating a primary PS4™ console links the console to your account and enables these features: 

  • Anyone who uses your primary PS4 console can use applications you purchase from PlayStation™Store.
  • Anyone who uses your primary PS4 console can enjoy some of the benefits of your PlayStation®Plus subscription. Your PS4 console can automatically download content you pre-ordered, or content you've purchased on PlayStation App.
  • You can connect to your PS4 console via the Internet using Remote Play on another device. 
  • Anyone who uses your primary PS4 console can use the themes that you purchase from PlayStation Store.

Each player can have one PS4 console activated as the primary PS4 console for their account.

  1. Go to Settings > Account Management > Activate as Your Primary PlayStation 4.
  2. Select Activate.

To change an activation, you need to manually deactivate the previous console. If you can't access the console, it's still possible to remotely deactivate all devices attached to your account using Account Management on a web browser.

Find out how to link or unlink your social media accounts and streaming services from your account for PlayStation™Network.
 
How to link accounts and services online
  1. Sign in to Account Management.
  2. Select Linked Services.
  3. Choose the service and select Link.
  4. Follow the on-screen instructions to link the service.
    Linked then appears below the service name.
Support video: Primary PS4 activation

Compromised account

If you have any of the following scenarios, visit the guides below for further help:

  • I have an account, but don’t recognize a payment.
  • I have an account, but a change was made without my permission.
  • I don’t have an account, and I don’t recognize a PlayStation email or 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.

Have you been charged a recurring subscription fee?

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.

Could a family member have used your payment 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.

Has your card been charged twice?

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 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. Change your account for PlayStation Network sign-in method using the guide below.

If your PlayStation console has been stolen, please change your PSN sign-in method and remove all payment methods from your account.

Suspensions

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 Conduct.

If 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.

If we suspend your account or PlayStation console, you will see an error code when attempting to sign in to PSN.

We usually email you explaining why you’ve been suspended and how long it will last. We send that to the email address associated with your account (your sign-in ID). Be sure to check your junk or spam folder for the email.

You can also check your account status by visiting My Support.

A chargeback, or payment reversal, occurs when a financial institution cancels an existing payment at your request. 

As a chargeback can indicate you suspect fraud or account take-over, we will suspend your account or console to protect it while we investigate. If there is no lawful reason for the chargeback (e.g. no legal right to a refund), your account will remain suspended until the debt is repaid.

You can also check your account status by visiting My Support.

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Family
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Family

Manage your family

The members that make up a family are:

  • Family manager
  • Child members
  • Parent or guardian
  • Adult members

To set up your family, you first need an account. 

The PlayStation Family app lets you manage your family from your mobile device, and offers additional options to monitor your children’s playtime.

  1. Open the PlayStation Family app and select Sign in or Create an Account.
  2. Select Set Up Your Family to create an account for a child and add them to your family.
  • To add another child, select Settings  > Family Management > Add Family Member > Add a Child.
  1. Sign in to Account Management with the family manager's account, then select Family Management > Add Family Member.
  2. If you're adding a member for the first time, select Set Up Now > Add an Adult.
    To add another adult, select Add Family Member > Add an Adult.
  3. Enter the adult account's sign-in ID (email address).
    A request to join your family member is sent to the email address entered.
  4. The adult then needs to open the email, select View Family Request Now and follow the on-screen instructions to Join Family.

When a child is eligible to upgrade to an adult account, they see a notification when signing in. They can then choose to follow the on-screen instructions to upgrade to an adult member or select Do This Later.

  • Upgrading the account isn’t required.
  • You can’t revert to a child account once upgraded.

To upgrade after selecting Do This Later, follow the steps below:

  1. Sign in to Account Management and select Upgrade Your Account.
  2. Follow the on-screen instructions to complete the upgrade.
  3. Sign out and then sign back in.
Support video: PlayStation 5 Parental Controls overview
Support video: Default Parental Controls on PlayStation 4

Set parental controls

  1. Open the PlayStation Family app and select Sign in or Create an Account.
  2. Select the child from the top of the home screen.
  3. Select the Settings icon next to the child’s name.
  4. Select Parental Controls and select a setting to change.
  1. Open the PlayStation Family app and select Sign in or Create an Account.
  2. Select the child from the top of the home screen.
  3. Select the Settings icon next to the child’s name.
  4. Select Parental Controls > Games and Apps.
    Here you can manage the age levels for games and apps, Game Requests and Allowed Games.
  1. Open the PlayStation Family app and select Sign in or Create an Account.
  2. Select the child from the top of the home screen.
  3. Select the Settings icon next to the child’s name.
  4. Select Parental Controls > Online Communication.
    Here you can Restrict Communication and User-Generated Content, and manage communication requests and games with communication allowed.
  1. Open the PS Family app and select Sign in or Create an Account.
  2. Select the child from the top of the home screen.
  3. Select the Settings icon next to the child’s name.
  4. Select Privacy Settings.
  1. Open the PS Family app and select Sign in or Create an Account.
  2. Select the child from the top of the home screen.
  3. Scroll down to the Playtime widget.
    Here you can manage how long and when your child can play each day. 

Learn how to prevent children from changing parental controls on PlayStation®5 consoles and PlayStation®4 consoles. 

A PlayStation game for PC is an acclaimed title from PlayStation Studios, available to enjoy on PC via Steam® or Epic Games® Store. 

Only certain PlayStation features can be used when playing a PlayStation game for PC.

PlayStation Family app

The PlayStation Family app lets you manage your family from your mobile device, and offers additional options to monitor your children’s play time.

  1. Select the child from the top of the home screen.
  2. Scroll down to the Now Playing widget.
    Here you see what game your child is playing and the age rating for the game.
  • Select Games and Apps to manage which games your child can access.
  • Make sure to close any games before your child logs in to get accurate information.
  1. Select the child from the top of the home screen.
  2. Scroll down to the Activity widget.
    The widget shows an activity summary for the last 7 days as well as the most played games and apps. 
  1. Select the Settings icon at the bottom of the homepage.
  2. Select a setting to edit.
Support video: Family management on PS5 consoles
Support video: Family management on PS4 consoles

Safety for parents

Once your child has an account, they can:

  • Make friends online
  • Play games with other people
  • Chat (by text and voice)
  • Send content such as screenshots and video clips using messages 
  • Join online communities dedicated to specific games or subjects
  • Update their What’s New feed with posts

Make sure you understand the Code of Conduct and explain it to your children. It shows how they should behave and how others should behave towards them.

We created the PlayStation Rules for children to read. They summarize key points of the Code of Conduct for them.

Make sure your children know how to:

Age ratings provide information about the contents of a game, so you know which ones are suitable for your child. Make sure to check the age rating before you let your child play.

Make sure you understand the Code of Conduct and explain it to your children. It shows how they should behave and how others should behave towards them.

For younger players

Control your privacy by customising your privacy settings, like choosing who can send you a friend request or see what games you’re playing. 

If you’re a child member of a family, your family manager may manage which privacy settings you can change. Parents and guardians can also see your activity on PlayStation if they use the PlayStation Family app.

You should not expose information such as your address, phone number or other personal details. Sharing these details increases your risk of identity theft, stalking and harassment. Make sure everything you post is okay for anyone to see.

We ask our players to follow the Code of Conduct so that all members of the PlayStation community feel comfortable and included. Complying with the Code of Conduct allows all players to have an enjoyable gaming experience.

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Security and privacy
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Security and privacy

Privacy and security settings

  1. Go to Account Management on a connected device.
  2. Select Privacy settings
  3. Choose a feature you would like to change the privacy settings for, and select Edit
  4. From the drop-down menu, choose who can see your activities and personal information, as well as who can send you messages and friend requests, and select Confirm.

If you're the family manager, parent or guardian, you can set privacy settings for your child. You can also select which settings your child can change. You receive a notification when your child changes a setting.

Never share your account details with anyone else. To avoid sharing your account details by accident when signing in to another console, make sure to sign out afterward.

Some third-party services require access to your account data. Once you approve this, the service becomes an authorized app. 

You can view and unlink your authorized apps in the following guide.

Support video: Secure your account on a PS4 console

Compromised accounts

If you have any of the following scenarios, visit the guides below for further help:

  • I have an account, but don’t recognize a payment.
  • I have an account, but a change was made without my permission.
  • I don’t have an account, but I don’t recognize an PlayStation payment or email.

Have you been charged a recurring subscription fee?

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.

Could a family member have used your payment 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.

Has your card been charged twice?

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

  • Change your PSN sign-in method and remove all payment methods from your account.

Reporting and blocking

Learn about the do's and don'ts of using your account, and suspensions that can be applied to your account for not following these guidelines.

Moderators review reports and decide whether the reported content breaches our Code of Conduct. If it does, we remove the content and take appropriate action against the player who shared it.

  • You receive notifications when a report is submitted, reviewed, and when we take action.
  • False reporting breaches our Code of Conduct and may result in a temporary or permanent suspension of your account.

Learn how to report content or conversations that breach the Community Code of Conduct. If the Code of Conduct has not been broken, but you don't want to interact with a player, you can block them.

Learn how to report content that breaches the Community Code of Conduct. If the Code of Conduct has not been broken, but you don't want to interact with a player, you can block them.

Blocked players and you (the blocker) can't do the following:

  • View each other's profile, activity, or personal information.
  • Add each other to parties or watch each other’s screen during Share Screen.
  • If a blocked player is added to your group by another player, you won't see each other's messages.
  • If you're in the same party chat, you won't hear each other's voice or watch each other's screen during Share Screen.
  1. Press the PS button on your controller to open up the control center and then select Game Base.
  2. From the Friends tab, select a player from the list or search for a player.
    You can also select players from the Parties tab by selecting the party and then the player from the members list.
  3. On the player's profile select ... (More) > Block.
  1. Select Friends from the function screen.
  2. Search for the player's online ID or select the player from your All Friends list.
  3. Select ... (More) > Block.