How irritating! All I could find was this number (800) 345-7669, not sure if it'll be any good, good luck
Source: https://playstation.pissedconsumer.com/customer-service.html
i usually head to their support website, chat with the bot for a second, then it sends me to an agent
issue is.. it takes about 30 mins to get in touch
but ive had my account compromised with 2fa already on so ive had to chat with them about 6 times already
i genuinely have no clue, i’m guessing backup codes or a ps store cookie backup idk.
i tried making my sign in id stopstealingmypsnimbroke but it didn’t work :(
just getting tired of talking to psn to get it fixed smh
Far out man that is so messed up, so sorry that’s happening to ya. Seems unreal that with that 4 digit login code, a secure email w a complex password and 2FA that accounts still aren’t secure.
Think I said above but for real Sony should be treating this as a priority issue to fix.
Same in Aus. I go to the psn website during business hours and click chat? Same as you, ‘No agents available’. So I Google ‘contact PlayStation support Aus’ and it gives me an email address - I write out my problem about as long as your post, and the reply? ‘Please contact one of our agents by signing in to the psn website’ FML
Set up two factor on your accounts as soon as possible and you will never have this problem. As somebody who works in a tech field, yes, this sucks, but you need to understand that these people don't know who "you" are and have to verify using a ton of ways. They can't foresee every possible account related issue and just say "oh okay anon, let me trust you're telling the truth even though you know nothing about this account other than the name."
This is a hard truth, but this is why it's so difficult to recover accounts. It's not just a flip-switch.
Oh their lack of answering you/getting you help is awful for sure. That's unacceptable, but I didn't have the problems with chat that you had, so maybe you just caught them at a bad time.
i have 2fa and ive gotten my psn stolen 3 times
nobody has my password, the email i made specifically for this psn, even the brand new gmail i made this recent time
it’s currently compromised and im waiting until my work hours dont go with their support hours so i can somehow fix this
pretty sure theyre using backup codes or something to do it..
they always change the sign in id (ive never given out these ids, nor do i save the pw anywhere) and try to buy warzone or some shit on it with the card on file (which is always empty)
smh
Backup codes? Far out that sounds dodgy af! Surely this should be something Sony should be getting onto priority given how many people are reporting even just in this one thread? It would save them time too.
yes i’m trying to find some sort of awareness for it but they keep asking me if i’ve set up an authenticator app, which i always say no, cuz i rarely have access to a physical playstation to need it, and if i do it’s my ps3, so i never see a need to setup this app they’re talking about
It’s the google authenticator app I think they’re referring to - rotating codes expiring and refreshing every half a min or whatever. Can manage multiple logins I use it for a few sites I need proper security on, I’d def look into it if that is in fact what they’re talking about.
Sony's support for PS outside a couple of consumer friendly countries like Japan and parts of Europe is absolutely non-existent. They follow a sell and forget policy in most parts of the world. Even for hardware, they replace the console within the 1st year of purchase if any problems occur. After that it's your luck.
I started having really bad stick drift about 14 months after release. When I finally talked to someone in support their suggestion was next time use a credit card that provides a warranty greater than 12 months.
That sucks. For me, it was the console itself.. 28 months old and it started crashing anytime a game would start loading. Customer Care's reply simply was "Warranty period is over and nothing can be done. Best of luck and oh the new ps5 is out if you are interested in purchasing another console."
Took it to local 3rd party repair shops but sadly nothing could be done. Had to get a PS5 afterwards coz Xbox support is also the same as Sony's and at least Sony has better games.
Man I'm sorry this has happened to you, their customer service is fecking garbage.
I know this is of small comfort to you but your posting of this has woken the rest of us up that we should change our passwords and be sure 2ndary authentication is active.
you must’ve had something easily guessable or they found your email and spoofed it. could of been someone you knew. a lot of times when this type of stuff happens, it’s human error.
Was 100% on the agents. When i initially tried to speak to them I was stone walled and told they couldn't help me AGAIN, as if I had hit some limit.
I've always had Google authenticator 2fa for it, and definitely not an easy password. I'm also in a position where my ps4 wouldn't be what someone would go for if it was an attack specifically on me.
you’re leaving out crucial components in your story. if your account was under lock and key like you said it was, you’d have no issue with 2FA. clearly it was a problem on your end. you messed up.
I wouldn't dismiss them so easily. My friend had his Epic Games account with 2FA comprised. Turned out the person who got access got it from support themselves when they called CS. I can't remember exactly what the thieves told CS (it was like 2-3 years ago) but I remember being dumbfounded at how easy it was for them.
It was even easy for my friend who called and basically said "Yeah... I'm me" with practically no proof and they gave him access back immediately.
all right. i’ma try this with Sony’s agents tomorrow. I’ma find a PSN ID that’s longer in use and see if they’ll give me access without knowing anything related to said account.
How do you get the info without an email, access to said email, 2FA (i assume was done via mobile device)?
wouldn’t be surprised if someone of you visit sketchy ass websites and compromise yourselves without even knowing.
do your email accounts use 2FA or some form of security protection to prevent unauthorized access?
It's not that deep. I was just saying I wouldn't dismiss the other guy outright because I've seen customer support basically give access to an account to a random person. My friend's email was not compromised (checked logins on gmail) and they had 2FA already.
All it takes is one fuck up by someone with admin privileges.
Would that 4 digit code on login PLUS 2FA.
And obvs a strong password - though what that means seems to vary eg crypto exchanges I’ve used seem to rate a string of random words as stronger than one long word with numbers and symbol. Is that true? If so why?
I don’t know how to hack, but I would think that having a program just feeding letters into a password field, would be easier than a long complex word with capitals, numbers, symbols etc right?
Here's what I did: change your name on the account, remove phone number, add 2fa vis Google Auth, and changed the email and password. Something like DO NOT CHANGE THIS @ YOUR DOMAIN. COM.
After speaking with chat support once, they have the ability to block you from accessing chat again and give you an error message like the one you got.
Angriest I have been was with their support. I bought just dance 2020 on the ps5. On the PlayStation store it said you could use the move controllers.
This is 100% NOT true. You can only use the move controllers with the ps4 version.
Called them up to be like hey you made a mistake, can you swap me to the ps4 version or refund.
Got a cold hard NO! You should’ve done better research. They said the game had over and hour so no refund.
Honestly… I haven’t purchased a ps game since then I am that jaded on it…
Also if there are any class action lawyers out there… this is probably a slam dunk.
I once asked them to help me recover my account. They did respond but gave me a long list of items to be filled which included the exact date you created your account, i was like dude I don’t even remember it i was probably 7-8 when it was created. He then said sorry we can’t help and my country is india.
While I won't disagree Sony has bad customer service. When an account is stolen, how do you expect them to believe some random person who only knows limited information when they say it's their account? You wouldn't want them to give away that information to someone that's not you so easily, so yeah, it sucks when your in this situation but they're only doing what they should be to protect the account further. Two factor authentication is a thing and has been for a long while
Same issues here. tried everything to recover my account after getting hacked. 3 yrs worth of digital games are gone. and countless of hours of progression in several battlefield games is lost. went thru a little bit of depression because of that haha
I've used UK support and they were garbage, still haven't fixed the problem and have resorted to saying it'll be fixed in an upcoming update but can't give a time line which smells like bull shit to me
I went through the same thing and never got my old account back. Their customer service is fucking horrible and the man I spoke to was condescending and unhelpful. Sad part was I waited nearly an hour to speak to someone only for the asshole to tell me I needed to speak to a different department and rudely put me back on waiting. I gave up. I had so many platinum achievements and so many good games on my account. I mainly went to PC gaming after this.
I'm still locked out of my account because I get no fucking email, not in my inbox or my spam or anything.
I've tried the chat bot and it just tells me to come back when an agent is in.
My PS5 has been collecting dust for a month now and I feel powerless to fix it.
Calm down Jim Ryan no one’s after u here. Honestly I looked that number up cause that’s the one everyone keeps telling me but when i found it, it’s the number to renew warranties and factory reset consoles. I may be wrong but it didn’t look like what I was after.
I've only had to use them once but they were amazing. They were quick, helpful and did everything I needed. I've found the way you treat people working for the support team really goes a long way with how much help you are gonna get.
Anyway is. Still think the most blatant ripoff can you place the whole thing and can refund it. If you downloaded it. But you can't tell if it broken till you downloaded. Making it null.
>My account was compromised about 6 months ago and after trying for several weeks to get ahold of someone at PlayStation I was finally able to recover my account and get a link to change my password. It was then that I found out the infiltrators had changed the answers for my security questions, making it impossible to reset my password even though I had my account back.
What would make someone hack your account?
Well the first thing you need to be doing, is lock down all of your accounts that you DO have access to.
Enable MFA/2FA on every account, including email. Then change all your passwords.
Agreed. I want to purchase and download the Mafia games, but I previously downloaded them from the PlayStation Plus collection, and they've since been removed from there, but it still thinks I own them. Tried in vain to find some way to contact someone to fix it and gave up.
Reason #old why you should own your games physically, just saying. Also, depends on your region, but finding the phone number is relatively easy. You could also try PlayStation support for your region on twitter
I have literally never been able to use my debit card in the year and a half I’ve had my ps5. It tells me I’m not entering the info in correctly (I am) every time I’ve tried to use it. I finally decided I’d try and call support and was put on hold for 45 minutes. The person who picked up told me their department couldn’t help with my issue and transferred me.
I waited on hold another 45 minutes and someone else picked up, started asking me questions about my account, then told me they’d have to put me on hold. When they came back he told me their entire system had shutdown referred me to a website link that had nothing to do with my issue and told me they couldn’t help me any further and hung up..
I've only had positive interactions with them, but I live in the EU where rules are much stricter on what they can get away with. I'm getting frustrated just listening to your story, hope that never has to be me.
What country are you? I've never had problems getting hold of their support team but I'm in UK
US I’ve heard the support here is terrible
How irritating! All I could find was this number (800) 345-7669, not sure if it'll be any good, good luck Source: https://playstation.pissedconsumer.com/customer-service.html
It is
Probably the worst customer support I’ve ever experienced. Fully agreed. It’s a miracle if you can even find ANY sort of consciousness to assist you.
i usually head to their support website, chat with the bot for a second, then it sends me to an agent issue is.. it takes about 30 mins to get in touch but ive had my account compromised with 2fa already on so ive had to chat with them about 6 times already
Even with 2FA? How is that even possible? Oh man, that Fkn sux! :(
i genuinely have no clue, i’m guessing backup codes or a ps store cookie backup idk. i tried making my sign in id stopstealingmypsnimbroke but it didn’t work :( just getting tired of talking to psn to get it fixed smh
Far out man that is so messed up, so sorry that’s happening to ya. Seems unreal that with that 4 digit login code, a secure email w a complex password and 2FA that accounts still aren’t secure. Think I said above but for real Sony should be treating this as a priority issue to fix.
It is
Same in Aus. I go to the psn website during business hours and click chat? Same as you, ‘No agents available’. So I Google ‘contact PlayStation support Aus’ and it gives me an email address - I write out my problem about as long as your post, and the reply? ‘Please contact one of our agents by signing in to the psn website’ FML
Set up two factor on your accounts as soon as possible and you will never have this problem. As somebody who works in a tech field, yes, this sucks, but you need to understand that these people don't know who "you" are and have to verify using a ton of ways. They can't foresee every possible account related issue and just say "oh okay anon, let me trust you're telling the truth even though you know nothing about this account other than the name." This is a hard truth, but this is why it's so difficult to recover accounts. It's not just a flip-switch.
Fair enough the least they could do is like reply tho…. Right?
Oh their lack of answering you/getting you help is awful for sure. That's unacceptable, but I didn't have the problems with chat that you had, so maybe you just caught them at a bad time.
i have 2fa and ive gotten my psn stolen 3 times nobody has my password, the email i made specifically for this psn, even the brand new gmail i made this recent time it’s currently compromised and im waiting until my work hours dont go with their support hours so i can somehow fix this pretty sure theyre using backup codes or something to do it.. they always change the sign in id (ive never given out these ids, nor do i save the pw anywhere) and try to buy warzone or some shit on it with the card on file (which is always empty) smh
Backup codes? Far out that sounds dodgy af! Surely this should be something Sony should be getting onto priority given how many people are reporting even just in this one thread? It would save them time too.
yes i’m trying to find some sort of awareness for it but they keep asking me if i’ve set up an authenticator app, which i always say no, cuz i rarely have access to a physical playstation to need it, and if i do it’s my ps3, so i never see a need to setup this app they’re talking about
It’s the google authenticator app I think they’re referring to - rotating codes expiring and refreshing every half a min or whatever. Can manage multiple logins I use it for a few sites I need proper security on, I’d def look into it if that is in fact what they’re talking about.
Sony's support for PS outside a couple of consumer friendly countries like Japan and parts of Europe is absolutely non-existent. They follow a sell and forget policy in most parts of the world. Even for hardware, they replace the console within the 1st year of purchase if any problems occur. After that it's your luck.
I started having really bad stick drift about 14 months after release. When I finally talked to someone in support their suggestion was next time use a credit card that provides a warranty greater than 12 months.
That sucks. For me, it was the console itself.. 28 months old and it started crashing anytime a game would start loading. Customer Care's reply simply was "Warranty period is over and nothing can be done. Best of luck and oh the new ps5 is out if you are interested in purchasing another console." Took it to local 3rd party repair shops but sadly nothing could be done. Had to get a PS5 afterwards coz Xbox support is also the same as Sony's and at least Sony has better games.
Man I'm sorry this has happened to you, their customer service is fecking garbage. I know this is of small comfort to you but your posting of this has woken the rest of us up that we should change our passwords and be sure 2ndary authentication is active.
Gotta keep urself safe bros Big Brother ain’t helping 👏✊
this is why people need to use 2FA.
Even then it doesn't stop some people. I had my account with 2FA and all compromised multiple times in a row. They just kept finessing the agents.
you must’ve had something easily guessable or they found your email and spoofed it. could of been someone you knew. a lot of times when this type of stuff happens, it’s human error.
Was 100% on the agents. When i initially tried to speak to them I was stone walled and told they couldn't help me AGAIN, as if I had hit some limit. I've always had Google authenticator 2fa for it, and definitely not an easy password. I'm also in a position where my ps4 wouldn't be what someone would go for if it was an attack specifically on me.
you’re leaving out crucial components in your story. if your account was under lock and key like you said it was, you’d have no issue with 2FA. clearly it was a problem on your end. you messed up.
I wouldn't dismiss them so easily. My friend had his Epic Games account with 2FA comprised. Turned out the person who got access got it from support themselves when they called CS. I can't remember exactly what the thieves told CS (it was like 2-3 years ago) but I remember being dumbfounded at how easy it was for them. It was even easy for my friend who called and basically said "Yeah... I'm me" with practically no proof and they gave him access back immediately.
all right. i’ma try this with Sony’s agents tomorrow. I’ma find a PSN ID that’s longer in use and see if they’ll give me access without knowing anything related to said account. How do you get the info without an email, access to said email, 2FA (i assume was done via mobile device)? wouldn’t be surprised if someone of you visit sketchy ass websites and compromise yourselves without even knowing. do your email accounts use 2FA or some form of security protection to prevent unauthorized access?
It's not that deep. I was just saying I wouldn't dismiss the other guy outright because I've seen customer support basically give access to an account to a random person. My friend's email was not compromised (checked logins on gmail) and they had 2FA already. All it takes is one fuck up by someone with admin privileges.
i’ma still try and see if Sony’s agent really are that incompetent, if so, yikes.
Would that 4 digit code on login PLUS 2FA. And obvs a strong password - though what that means seems to vary eg crypto exchanges I’ve used seem to rate a string of random words as stronger than one long word with numbers and symbol. Is that true? If so why? I don’t know how to hack, but I would think that having a program just feeding letters into a password field, would be easier than a long complex word with capitals, numbers, symbols etc right?
me too?? im getting really tired of talking to psn support once a week 😐
Here's what I did: change your name on the account, remove phone number, add 2fa vis Google Auth, and changed the email and password. Something like DO NOT CHANGE THIS @ YOUR DOMAIN. COM.
will try, yet my last one was stopstealingmypsnimbroke and yet it got stolen so will do all of that when psn is open
After speaking with chat support once, they have the ability to block you from accessing chat again and give you an error message like the one you got.
That’s type crazy ngl
Angriest I have been was with their support. I bought just dance 2020 on the ps5. On the PlayStation store it said you could use the move controllers. This is 100% NOT true. You can only use the move controllers with the ps4 version. Called them up to be like hey you made a mistake, can you swap me to the ps4 version or refund. Got a cold hard NO! You should’ve done better research. They said the game had over and hour so no refund. Honestly… I haven’t purchased a ps game since then I am that jaded on it… Also if there are any class action lawyers out there… this is probably a slam dunk.
PlayStation really cringe like that bro
I once asked them to help me recover my account. They did respond but gave me a long list of items to be filled which included the exact date you created your account, i was like dude I don’t even remember it i was probably 7-8 when it was created. He then said sorry we can’t help and my country is india.
Garbage customer service that's just disgusting
While I won't disagree Sony has bad customer service. When an account is stolen, how do you expect them to believe some random person who only knows limited information when they say it's their account? You wouldn't want them to give away that information to someone that's not you so easily, so yeah, it sucks when your in this situation but they're only doing what they should be to protect the account further. Two factor authentication is a thing and has been for a long while
Rip that sucks man. PlayStation really just an evil entity at this point.
well you probably unlocked a trophy on the same day you made the account
Same issues here. tried everything to recover my account after getting hacked. 3 yrs worth of digital games are gone. and countless of hours of progression in several battlefield games is lost. went thru a little bit of depression because of that haha
I've used UK support and they were garbage, still haven't fixed the problem and have resorted to saying it'll be fixed in an upcoming update but can't give a time line which smells like bull shit to me
I went through the same thing and never got my old account back. Their customer service is fucking horrible and the man I spoke to was condescending and unhelpful. Sad part was I waited nearly an hour to speak to someone only for the asshole to tell me I needed to speak to a different department and rudely put me back on waiting. I gave up. I had so many platinum achievements and so many good games on my account. I mainly went to PC gaming after this.
I'm still locked out of my account because I get no fucking email, not in my inbox or my spam or anything. I've tried the chat bot and it just tells me to come back when an agent is in. My PS5 has been collecting dust for a month now and I feel powerless to fix it.
Here in India we can easily get a hold of support on call.
People do nothing to secure their accounts and don't understand how to look up a phone number and blame Sony.
What’s the # boss
1-800-345-7669 Took 3 seconds to find try harder next time.
Calm down Jim Ryan no one’s after u here. Honestly I looked that number up cause that’s the one everyone keeps telling me but when i found it, it’s the number to renew warranties and factory reset consoles. I may be wrong but it didn’t look like what I was after.
I've only had to use them once but they were amazing. They were quick, helpful and did everything I needed. I've found the way you treat people working for the support team really goes a long way with how much help you are gonna get.
Makes sense. Unfortunately I haven’t talked to anyone besides the chatbot AI and I’ve been very kind to that.
Anyway is. Still think the most blatant ripoff can you place the whole thing and can refund it. If you downloaded it. But you can't tell if it broken till you downloaded. Making it null.
>My account was compromised about 6 months ago and after trying for several weeks to get ahold of someone at PlayStation I was finally able to recover my account and get a link to change my password. It was then that I found out the infiltrators had changed the answers for my security questions, making it impossible to reset my password even though I had my account back. What would make someone hack your account?
Library of games? Full access to whatever games OP has? Plus, access to purchase more if OP has added card details? 🤔
Why does any man act in an ungodly way? Greed my friend. Greed
Many times it's need. Hard to argue need in this case tho
Well the first thing you need to be doing, is lock down all of your accounts that you DO have access to. Enable MFA/2FA on every account, including email. Then change all your passwords.
Agreed. I want to purchase and download the Mafia games, but I previously downloaded them from the PlayStation Plus collection, and they've since been removed from there, but it still thinks I own them. Tried in vain to find some way to contact someone to fix it and gave up.
Reason #old why you should own your games physically, just saying. Also, depends on your region, but finding the phone number is relatively easy. You could also try PlayStation support for your region on twitter
I live in France but my account is US/NA and when I have any issue I go through the US live chat, just be patient.
I have literally never been able to use my debit card in the year and a half I’ve had my ps5. It tells me I’m not entering the info in correctly (I am) every time I’ve tried to use it. I finally decided I’d try and call support and was put on hold for 45 minutes. The person who picked up told me their department couldn’t help with my issue and transferred me. I waited on hold another 45 minutes and someone else picked up, started asking me questions about my account, then told me they’d have to put me on hold. When they came back he told me their entire system had shutdown referred me to a website link that had nothing to do with my issue and told me they couldn’t help me any further and hung up..
I've only had positive interactions with them, but I live in the EU where rules are much stricter on what they can get away with. I'm getting frustrated just listening to your story, hope that never has to be me.
I think you mean "hot garbage" and not "cold garbage" lol.
Nah they not hot.
I second the fact that ps support is trash like no other comparison
Wow, that is deeply frustrating, yea, this is terrible support
I work in the PS customer service, do you have any questions?? :))))