Account & Security 

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.

For more help with resetting your password, please contact us using our Online Assistant.

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.

For more help with resetting your child’s password, please contact us using our Online Assistant.

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.

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 us using our Online Assistant 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.

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.

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.

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.

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.

Read these Rules – they will help you have a better time playing online.

Talk to the adult who usually looks after you (we will call them your Responsible Adult) about using PSN and what you want to do.

Learn how to stay safe on PlayStation Network, adjust your privacy settings and read our code of conduct rules.

To set up your family on PlayStation™Network (PSN), you need to create an adult account and then add child members or adult members.

1. Sign in to Account Management > Family Management > Add Family Member.
2. Select Add a Child.
3. Enter the child's date of birth, then click Next.
   The User Agreement appears. Accept and then follow the on-screen instructions to set up parental controls.

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. See how to check the age ratings for the following:

Digital games and streaming games

• When you select the content on PlayStation™Store, the details screen contains the age rating.

Game discs

• The game packaging is labeled with the age rating.

Always use parental controls to manage your child’s experience on PlayStation. Do this before you allow them to play for the first time.

Your child can enjoy the PlayStation console without going online, but many products offer online features and some will not work without them. Advise your child how to stay safe online and talk to them about their experiences.

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.

Reporting with the intention to harass another player is a breach of the Code of Conduct and may result in a temporary or permanent suspension of your account.

Moderators review reports and decide whether the content reported breaches the 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 an action is decided.

False reporting is a breach of the 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.

Learn how you and family members over the age of 12 can safely use PlayStation®VR2.

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.

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.