Playstation Customer Service Issues

Archive 108

The following are issues that customers reported to GetHuman about Playstation customer service, archive #108. It includes a selection of 20 issue(s) reported September 23, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am trying to fix my PS4 stuck in safe mode loop. I downloaded a system update from the PlayStation website onto a FAT32 formatted flash drive. After attempting to install it, the system keeps prompting for a system update of 7.55 or later. I don't want to lose my game progress by initializing the console. I have tried different flash drives and even installing via WiFi but it still hasn't resolved the issue. Many others on Reddit are facing the same problem.
Reported by GetHuman-gohelpra on Mittwoch, 23. September 2020 17:22
Dear Community Members, I am reaching out to share my recent experience with being banned from PlayStation online services for seven days due to a flagged picture. The image in question depicts the Kriegsmarine flag, a blue flag with a black cross, which I selected as my profile picture. I want to clarify that my choice of flag is solely based on my interest in naval history and is not intended to convey any racist ideologies. I believe this situation is a misunderstanding, as historical symbols like the Templar knights' red cross are used in various contexts without promoting violence. As a passionate player of World of Warships on PS4, where I have achieved all trophies and favor the German and U.S. tech trees, I chose the Kriegsmarine flag as a nod to my gameplay preferences. I am not supporting racism, as I come from a mixed racial background. This ban disproportionally affects my gaming experience, and I seek assistance to address this issue promptly. I appreciate any help in resolving this matter as it is crucial to me. Thank you for your understanding.
Reported by GetHuman5294048 on Mittwoch, 23. September 2020 19:27
My account, associated with the email [redacted] and the username CptnxAnarchy, appears to have been compromised. I am facing issues playing purchased games offline on my PS4 and was prompted to set my console as the primary one. However, it seems another PS4 is currently set as the primary device, even though I own just one. I tried deactivating devices on the Sony website, but it stated I had already done so in the past six months, which isn't accurate. Upon reviewing my transaction history, I discovered an unauthorized purchase with my gift card funds in July (ID: [redacted]19). Although I can access my account, I urgently need help changing the active PS4 and reclaiming my money.
Reported by GetHuman-sethmcav on Donnerstag, 24. September 2020 15:45
I encountered an issue at GameStop. As a loyal customer of Sony PlayStation, I made my way to GameStop for the second time to pre-order a PS5. Unfortunately, there were only three pre-orders available, and I was fourth in line. The three individuals in front openly admitted to planning to resell their units on Ebay. I had hoped that devoted Sony fans would have priority. My contact email is outdated as it was created back during the PS3 era, so I may miss any emails from Sony. With a higher than average trophy count, I hope direct pre-order invitations are based on loyalty, in which case I believe I qualify. I apologize for venting, but I am truly disappointed about not securing a PS5 pre-order yet. Despite this setback, my loyalty remains with Sony. Thank you for your attention.
Reported by GetHuman5300411 on Freitag, 25. September 2020 16:29
While I was at work today from 8:30am to around 2:10pm, I checked my bank account for a deposit and saw 24 unauthorized charges: 23 for $60.00 each and one for $9.99. I also discovered emails about a child account and purchases I did not approve. The only recent purchases were Street Fighter with my Plus pass and War Zone COD points. I don't usually buy many games online, especially not that many in a day, especially for a child I don't have. I've already informed the bank and they have suspended my card. I'm unable to sign in to my PlayStation account via phone or console. Please resolve this issue, refund the charges to my Debit card, and ensure my account is secure. If needed, you can reach me at [redacted].
Reported by GetHuman-acbaker on Freitag, 25. September 2020 19:42
Last Wednesday, the 23rd, while at work, I received an email notifying me of a change in my sign-in ID. Upon checking at home, I discovered I could no longer access my account. My PSN, chikistack156, has been in use for approximately 14 years. This Wednesday, the individual I suspect of hacking my account changed it to noxspaml2 and also altered my email address. I have my debit card linked to the account, past transactions, and the original account creation email. Despite engaging in chats, I've been unsuccessful in resolving the matter as no one has made an effort to investigate. Many of my games are digital, and now access to them has been lost. I recently bought the $[redacted] NBA2K to ensure compatibility with the PS5, only to have my account compromised. Please look into this issue. Original account email: [redacted], later changed to [redacted]
Reported by GetHuman5314187 on Dienstag, 29. September 2020 21:03
My friend's child recently had brain surgery and is in recovery. Before the operation, his mom promised him he could have anything he wanted if he was brave, and he chose the new PS5. She has been by his side and is now looking to pre-order the console for him but is struggling to find any available orders. She is heartbroken at not being able to fulfill his wish. Can anyone help locate a place where she can pre-order the PS5 for her son? So far, local radio stations and console suppliers haven't been able to assist. Any help would be greatly appreciated.
Reported by GetHuman5317802 on Mittwoch, 30. September 2020 18:17
I have encountered an issue with my PlayStation account being set as the primary account on another user's PS4 console without my consent. This has caused disruptions like being kicked off games. I attempted to reset it, but I am only allowed to do so once every six months, which I did not initiate in the first place. Despite previous unhelpful interactions with customer service, I recently received an email notifying me that the call centers had reopened. Unfortunately, upon calling on 9/30/[redacted], I discovered they were still closed. I am frustrated with the situation, leading me to cancel my PlayStation Plus subscription and refrain from purchasing games. I am seeking a resolution to regain control of my account and compensation for the inconvenience, such as store credit or extended PlayStation Plus membership. I desire prompt action and a satisfactory resolution to this unacceptable predicament.
Reported by GetHuman5291748 on Mittwoch, 30. September 2020 18:45
During a game, I messaged my opponent innocently, only for them to respond with inappropriate language and slurs, which I promptly reported. Subsequently, their friends harassed me, and when one asked about unbanning his friend for money, I jokingly replied with a fee, leading to my ban. I regret this and didn't realize the consequences. I feel my punishment was severe, as I've invested a lot of time and money into my PlayStation account. I wish to have my account reinstated as I value it greatly. Any assistance would be appreciated as I've been without access for a month now.
Reported by GetHuman5322081 on Donnerstag, 1. Oktober 2020 18:03
Hello, my name is Hope. Recently, a friend on PlayStation informed me that my ex-boyfriend has been distributing my nude photos to his clan members. I confronted him about it, which led to him reporting me to PlayStation. As a result, my account got suspended for a month. Despite bans typically not being lifted until their expiration date, I am reaching out because I am currently a victim in a police case against him. I feel unfairly targeted by this ban, especially given the circumstances. My PlayStation email is [redacted], and my online ID is QueenBeeGaming.
Reported by GetHuman-hopehoga on Dienstag, 6. Oktober 2020 22:29
Dear Sir, I would like to address some issues I am experiencing with my PS4. 1) I have purchased several online games that are downloading automatically during the PS4's sleep mode. How can I prevent this from happening? 2) Why are some downloaded games unable to be moved to an external hard drive on the PS4? 3) How many external drives can I connect to the PS4 simultaneously? 4) Can I use two different external hard drives at different times with my PS4? 5) I connected a mouse and keyboard via Bluetooth to play Battlefield 4, but the game is not accepting it and is requesting the DualShock controller. How can I resolve this issue? 6) How long can I keep a purchased game paused in the notification before I download it? Is it for years, months, or indefinitely? I appreciate your assistance in addressing these concerns. Thank you.
Reported by GetHuman-raedtaye on Donnerstag, 8. Oktober 2020 05:35
After receiving an email about a password change attempt, we declined it, but the change still happened, and our account was stolen. It is upsetting as there are three credit cards linked to the account, and one has already been charged. We are now canceling all the cards. We need to regain access to our account as it has cost us a significant amount of money. Unfortunately, it's frustrating that we cannot speak to anyone about this problem directly. We request a prompt call back to address this urgent matter. It is disappointing that customer service seems unavailable, especially for loyal customers like us. It seems the person who took over the account has made significant changes.
Reported by GetHuman5346384 on Donnerstag, 8. Oktober 2020 14:38
My mom was the family manager and set up two-factor verification. She got a new number and lost the backup codes. Now, I can't sign in without the family manager accepting terms and services. We can't access that account, so now I've lost my PlayStation Plus. I need help removing the family on the account "The_Snakez915" linked to "[redacted]" and contacting "[redacted]" (my guardian's email) for confirmation. Then, please allow me to join their family so I can regain access to my PlayStation Plus and play online again.
Reported by GetHuman-sunnydim on Donnerstag, 8. Oktober 2020 23:42
I recently repurchased Final Fantasy XIV after factory resetting my PS4, which was linked to my Square Enix account. I need assistance in unlinking it because, even though I have changed my email address and regained access to my characters online, when I log in on my PlayStation and try to access the game, it indicates that the Square Enix account is already connected to a PlayStation Network account. The issue persists despite my efforts to link my recovered account, which is associated with both my PSN and Square Enix email. My email address for Square Enix is [redacted] Your help in resolving this matter would be greatly appreciated.
Reported by GetHuman-vulxidha on Freitag, 9. Oktober 2020 03:27
Hi, I purchased a PS4 from STUDIO about 11 months ago. Recently, both controllers have been getting harder to use. Studio advised me to contact SONY directly. I've been in touch with SONY for over a week now. They asked for pictures of the controllers for collection arrangements. I've sent pictures in various sizes multiple times but without success. I'm feeling frustrated as it seems like I'm only interacting with an automated response via email. Please help me resolve this issue, or I may have to escalate it to the complaints ombudsman. Thank you, Diana S.
Reported by GetHuman5349875 on Freitag, 9. Oktober 2020 14:01
I received a text message from Sony indicating that my 2-step verification was disabled. Shortly after, I got an email informing me that the account login had been altered. None of these actions were authorized by me, and this is the second occurrence. I tried to reach out to their support chat, but the "agent" informed me promptly that they couldn't make any adjustments to the account due to security concerns and promptly ended the chat session. I have not violated any policies and wish to regain access to my account. Thank you.
Reported by GetHuman5350203 on Freitag, 9. Oktober 2020 15:25
Hello, I don't typically use this email address and rarely log into it. I only use it for PlayStation communications. Today, on 09/10/[redacted], I discovered two unauthorized charges on my account, one from 08/10/[redacted] and another from today. One transaction seems to be for a membership, and the other is unclear. My bank statements show the charges as from "Playstationnet" and "playstationn" each for €59.99. Since I no longer use my PlayStation, I am requesting a refund for both charges. For swift resolution, please contact me at [redacted]. The order number for one of the transactions is [redacted]. I have checked my associated email and have not received any communication regarding the second €59.99 charge. Thank you.
Reported by GetHuman5352817 on Samstag, 10. Oktober 2020 12:13
I'm frustrated and confused about why my PlayStation 4 account got banned. The username X_xDarkLord2x_X was suddenly blocked, and I don't understand the reason behind it. I'm considering switching to Xbox if this issue isn't resolved. I feel unfairly treated and disappointed with Sony's decision.
Reported by GetHuman5357881 on Montag, 12. Oktober 2020 12:17
On Thursday, October 8th, I received an email from PlayStation notifying me that my PSN ID (email) had been changed without my authorization. Despite my efforts to recover the account through live chat support, I was blocked from accessing chat support, and now my account is in the hands of the thief who is currently using [redacted] games that I had purchased. The person who stole my account changed the username to Punchline-med5, linked a different phone number for two-step verification, and altered my personal information. I have proof of purchase receipts and my original PS4 serial number. My account, created in [redacted], had the username Spec_Killer79 and was associated with [redacted] I am located in Argentina, and due to the lockdown, phone support is unavailable. I am deeply disappointed by Sony's lack of concern for its users. I am distraught and urgently seek assistance in reclaiming my account as I do not have the means to repurchase all my content or the time to regain my achievements. I am sincerely hoping for a resolution and support. Thank you for your attention, Best regards, Julian Camilo G.
Reported by GetHuman5360065 on Montag, 12. Oktober 2020 21:26
My PSN account was hacked about two days ago. Initially, I thought it was just a sign-in error, but when I tried to reset my password via email, I didn't receive any communication from PlayStation, not even in the junk mail folder. When I attempted to create a new account with my original email, it allowed me to proceed, which seemed strange as it should have indicated that the email was already in use. Furthermore, when my friend checked his friend list, he noticed I was no longer there, likely because the hacker had changed both the email and username associated with the account. I was able to verify it was my account based on the friends list and games played. I reached out to PlayStation with the support ID number, but the call was disconnected as soon as I entered the pound sign. I urgently require assistance with this matter.
Reported by GetHuman5362896 on Dienstag, 13. Oktober 2020 16:52

Help me with my Playstation issue

Need to call Playstation?

If you need to call Playstation customer service, now that you have the answers that you needed, click the button below. You can either call them on your phone or use our free AI-powered phone to dial for you, get a rep for you, and more.
Call Playstation
Was this page helpful?
Thank you and please share!
Thank you and please share!
Needs work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!