Help with 2-step verification issues on PlayStation Network

Find out how you can use 2-step verification (2SV) backup codes to recover your account, and what steps to take if you lose your 2SV phone.

How to recover your account with 2SV backup codes online

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.
What are 2SV backup codes?
Set up a passkey

  1. Go to Settings > Users and Accounts > Account > Sign In. 
    Enter your sign-in ID (email address), input your password and select Sign In.

  2. On the 2SV verification screen, enter one of your 10 backup codes (each code can be used once).

Set up a passkey

  1. Go to Settings > Account Management > Sign In.
    Enter your sign-in ID (email address), input your password and select Sign In.

  2. On the 2SV verification screen, press the triangle button to select Trouble Receiving Code?

  3. Choose a reason you can’t sign in and select Sign In Using Backup Code.

  4. Enter one of your 10 backup codes (each code can be used once) and select Verify.
Set up a passkey

  • If you’ve used most of your backup codes, you can receive new ones by turning off 2SV and reactivating it.

  • If you’ve lost access to your previous phone and you've used a backup code, disable 2SV and reactivate it with your new phone.

Disable 2SV

Lost access to your 2SV phone and can’t sign in?

If you don’t have 2SV backup codes, contact PlayStation Support and provide your account details to recover your account.

Didn’t receive a verification code?

  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.

If you still have issues, contact PlayStation Support and provide your account details to recover your account.

Received an unexpected 2SV message?

If your PlayStation console asks you for a verification code but you have not turned on 2SV, take these steps as soon as possible:

  1. Try to change your sign-in method immediately.
Recover account

  1. If you can't change your sign-in method, contact PlayStation Support and provide your account details to recover your account.

Compromised accounts guide

Received an 'incorrect password' message on Google TV?

  • You can't sign in on Google TV while 2SV is turned on. 
  • If you see a wrong password message, disable 2SV to sign in and reactivate it once you’re finished.
Disable 2SV

Need help? 

Contact our support specialists

Contact PlayStation Support