Phished (compromised) accounts and unauthorised charges

Find out what steps to take if you think someone may have accessed your account, or if you don’t recognise a payment to PlayStation™Store.

I have an account: I don’t recognise a payment

If you don't recognise a purchase, first check your PlayStation Store transactions. If your transaction history doesn’t explain the charges, please consider the common reasons for unrecognised payments listed below.

Check your transactions

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.

Subscription settings
How to request a refund
PlayStation Store cancellation policy

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. 

Family on PSN
PS5 console parental controls
PS4 console parental controls

If you find that a child family member is using an adult account, please contact PlayStation Support using the link at the bottom of this page.

PlayStation Safety for parents

Please check your account transaction history* to see if you've purchased the same 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 you have multiple accounts linked to the same payment method, please check the transaction history for each account.

Check your transactions
How to request a refund
PlayStation Store cancellation policy

I don’t recognise an email about a change to my account 

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. If you’ve managed to change the password on your email account, please visit the guide below.
Recover account

If you can’t change your sign-in method, contact PlayStation Support using the link at the bottom of this page.

I don't have an account: I don’t recognise a payment or email

If you believe someone may have used your email address to make an account, or used your payment details to make a purchase on PlayStation Store, contact PlayStation Support as soon as possible using the link at the bottom of this page.

Please also change your email password immediately. 

If you can't change your email password, please contact your email provider. 

My PlayStation console has been stolen

  1. Make sure to sign out of PSN® on all devices.
Sign out all devices
  1. Once you have signed out of PSN on all devices, make sure to also deactivate your consoles.
Deactivate devices
  1. To protect your account from unwanted purchases, consider removing all payment methods from your account.
Remove payment methods

If you can't change your sign-in method or access your account, contact PlayStation Support using the link at the bottom of this page as soon as possible.

Need help? 

Contact our support specialists

Contact PlayStation Support