How To Recover a Hacked PlayStation Network Account

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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
| Source: Hacked/W.S.Worrall

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

PlayStation Account - Password Step 2
| 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
| 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
| 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
| Source: Hacked/W.S.Worrall

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

PSN Password Change on PC
| Hacked/W.S.Worrall

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

PC - Change PSN Password
| 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
| Source: Hacked/W.S.Worrall

Click ‘Reset your password.’

SEN - Account Recovery step 2
| Source: Hacked/W.S.Worrall

Enter your email address to receive a password reset link.

SEN - Password Recovery Final
| 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
| Source: Sony

 

By Live Chat or Chatbot:

Go to the PlayStation Support website.

PlayStation Contact
| Source: PlayStation

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

Sony Support - Contact Us
| Source: Hacked/W.S.Worrall

Click on ‘Account & Security’.

PSN - Contact Us
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Click on ‘Recover my account.’

PSN Support - Contact Us
| 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
Your countries opening hours may vary. | 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
PlayStation has support available via Twitter in most countries. | 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
| Source: Hacked/W.S.Worrall

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

PSN Account Kickout Step 2
| Source: Hacked/W.S.Worrall

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

| Source: Hacked/W.S.Worrall

Click ‘OK’ to confirm the logout.

SEN - Mass Sign Out
| 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, you can order immediate help from us here.

Playstation image by Joeri Mostmans from Shutterstock.com

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Author:
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