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How To Recover a Hacked PlayStation Network Account

playstation image

Over 94 million people have PlayStation Network accounts, and with that vast number of people comes the risk of being attacked by a hacker. Since games, movies, and music can all be tied to an account, losing it could be a big deal.

So what should you do if someone stole your PSN account? Here are the best steps you can take to get it back.

1. Act Immediately

PlayStation Email
If you get a notification email for a purchase you don’t remember making, then you should take action straight away. | Source: W.S.Worrall

The second that you think someone has accessed your PSN account, you should take action. There is a black market for PSN accounts online, and if you don’t stop them, someone could make money selling access to games through your account.

2. Change Your PlayStation Network Account Password

The first and simplest step you should take should be to change your password. Your password is now known to the hacker. Any accounts that use the same password are potentially compromised. There are two methods to do this, depending on if you’re on a console or your PC/phone.

On Console:

Go to your settings menu and click on ‘Account Management.’

PlayStation Account Management
Image 1 of console password tutorial. | Source: Hacked/W.S.Worrall

Click on ‘Account Information,’ then ‘Security.’

PlayStation Account - Password Step 2
Image 2 of console password tutorial. | Source: Hacked/W.S.Worrall

To reach the ‘Security’ menu, enter your current login ID and password. Then click on ‘Password.’

PlayStation Account - New Password
Image 3 of console password tutorial. | Source: Hacked/W.S.Worrall

The final step is to enter your current password and your new password twice to finalize the change.

PlayStation Accounts - Password Change Final
Image 4 of console password tutorial. | Source: Hacked/W.S.Worrall

On PC:

Log into your PSN account and click your profile picture. Select ‘Account Settings’ from the dropdown menu. You may be asked to log in again to confirm your identity.

PC - Change PSN password
Image 1 of desktop password tutorial. | Source: Hacked/W.S.Worrall

Click ‘Security’ in the panel on the left side of the screen.

PSN Password Change on PC
Image 2 of desktop password tutorial | Hacked/W.S.Worrall

Click ‘Edit’ next to the password entry, and you can enter a new password. 

PC - Change PSN Password
Image 3 of desktop password tutorial. | Source: Hacked/W.S.Worrall

In either case, it is recommended to use a service such as Dash Lane to generate and store more secure passwords.

3. PlayStation Network Account Recovery

If you cannot log into your account to change the password, you’ll have to go with PSN account recovery. For the best results, use your PC/phone/laptop.

Go to the Sony Entertainment Network login page and click ‘Trouble Signing In?’.

SEN - Account Recovery
Image 1 of recovery tutorial. | Source: Hacked/W.S.Worrall

Click ‘Reset your password.’

SEN - Account Recovery step 2
Image 2 of recovery tutorial. | Source: Hacked/W.S.Worrall

Enter your email address to receive a password reset link.

SEN - Password Recovery Final
Image 3 of recovery tutorial. | Source: Hacked/W.S.Worrall

4. Contact Sony

If the hacker has changed your mail address and you can’t recover the account, then you will have to try and contact Sony directly.

By Phone:

US or Canada: 1-800-345-7669

UK: 0203 538 2665

Austalia: 1300 365 911

South Africa: 010 500 2467

New Zealand: 09 801 1235

Sony - Calling Phone Number
Image 1 of contact tutorial. | Source: Sony

 

By Live Chat or Chatbot:

Go to the PlayStation Support website.

PlayStation Contact
Image 2 of contact tutorial. | Source: PlayStation

Scroll to the bottom of the page and click ‘Contact us.’

Sony Support - Contact Us
Image 3 of contact tutorial. | Source: Hacked/W.S.Worrall

Click on ‘Account & Security’.

PSN - Contact Us
Image 4 of contact tutorial. | Source: Hacked/W.S.Worrall

Click on ‘Recover my account.’

PSN Support - Contact Us
Image 5 of contact tutorial. | Source: Hacked/W.S.Worrall

If it’s during business hours, you should click on ‘Live chat now.’ If that option isn’t available, you can click ‘Open Chatbot’ to go through the automated procedure to recover your account.

PlayStation Support - Contact
Image 6 of contact tutorial. | Source: Hacked/W.S.Worrall

Please Note: During the COVID-19 pandemic, PlayStation Support has fewer staff members available to answer phones and participate in live chats. Response times may be longer, and in some cases, certain services may not be available. 

By Twitter:

The Americas: @AskPlayStation

The UK: @AskPS_UK

Australia & New Zealand: @AskPS_ANZ

Ask PlayStation
Image 7 of contact tutorial. | Source: Hacked/W.S.Worrall

5. Kick Out Intruders

You should use Sony’s security feature to kick out any intruders who’ve logged into your account once you’ve recovered access. 

Log into your PSN Account and click ‘Account Settings.’

PSN - Password Change
Image 1 of booting tutorial. | Source: Hacked/W.S.Worrall

Click ‘Security’ in the panel on the left of the screen.

PSN Account Kickout Step 2
Image 2 of booting tutorial. | Source: Hacked/W.S.Worrall

Click ‘Sign Out on All Devices’ at the bottom of the ‘Security’ page.

Image 3 of booting tutorial. | Source: Hacked/W.S.Worrall

Click ‘OK’ to confirm the logout.

SEN - Mass Sign Out
Image 4 of booting tutorial. | Source: Hacked/W.S.Worrall

Once you’ve followed these steps, you should visit our article on securing your PSN account to ensure you don’t get hacked again.

 

If you think that you’ve been hacked or if you need further assistance, you can order immediate help from us here. We have a 100% success rate with recovering Playstation Network Accounts.

Playstation image by Joeri Mostmans from Shutterstock.com

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William Worrall
William Worrall
A gaming and technology writer who has been building computers and tinkering with software since he was a teenager. Previously involved with various prestigious websites, including TechRaptor.net and CCN.COM
Comments
  • I’m so upset my sons PlayStation has been hacked its 7:30pm and PlayStation office’s are closed till tomorrow we can’t do anything right now my bank details and my partners are both on there so the thief has over 15 hours to do what he wants with our details

    • Hello Joe, sorry to hear that. Yes, we know it can be frustrating. We can help you out immediately if you purchase our immediate help package. We have a 100% success rate with hacked PlayStation accounts. Just let us know how we can be of assistance. – Jonas @ Hacked

  • My ps4 both of them are hacked they erased my game 9xs on me and every time I repurchase it I have to get a new acct cuz they keep me off mine then I bought 4 different games from ppaustore only for them to give me the standered edition not ult edition I even spent 250 on an unopened hard copy of the game with reedem codes got to use it 3 days they took account and I saw 3 names uploading my bought games I stop them they erase mine I’m freaking out 10 months I’ve been dealing with them and have recipes for all games I bought through rockstar and I own 2 copies of RDR2 ult ed And I’m still being hacked I call Sony they don’t answer they hacked my iPhone my tv and my cable xfinity router had 26 unauthorized people tommowe I’m filling out an fbi report it’s costs me 15000 dollars so far in phones ps4 ps 4 games gold everything I need a computer expert at my house any one know any good ones that I can hire maybe givevdiscounts to vetersns I just played 4 hours twice to have them stop me at the point I was at last night I’m so msd it’s making me sick physallyvand mentally

    • Hello Frank, I’m so sorry to hear that. There are steps you can take to ensure your accounts are safe, e.g. by enabling two-factor authentication. Please reach out to us if you need our help. – Jonas

  • My account got hacked and I can’t seem to call support every time I do it says it’s to busy. I haven’t been able to get into my account for 3 weeks.

    • Hello Greg, I’m quite confident that we can help you recover your Playstation account. I’ve sent you an email.

  • My account was hacked and over 1000 dollars has been spent and my account is locked on the PS4 and I do not remember my security question I just learned of the purchases now after a very large purchase was made and I want all the money on the account back on my card because its been hacked since a month after i got it. Is there anyway this is possible?

    • Hello Oskar, that should be possible if those purchases were made with a VISA. You should call your bank and file a fraud claim. They will send you the money back.

  • my account has been hacked and all I can do is call sony, its currently 10 pm and I checked the ps app and to my surprise I’m signed in, i want to view info on my account and change it but I cant get the password, any ideas?

  • my account got hacked and it had atleast 100euro im so upset i called sony they said that they cant my account back guys anybody of sonys members help

  • My playstation was hacked and I’ve been on hold with sony for one hour and still no agent. Whoever hacked my account change my user login in(email address )and password so I have no access at all. What do I do ?

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