Playstation Customer Service Issues

Archive 110

The following are issues that customers reported to GetHuman about Playstation customer service, archive #110. It includes a selection of 20 issue(s) reported November 9, 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'm curious about the discrepancies between the PS5 Ultimate Edition and the PS4 Ultimate Edition of "Assassin's Creed Valhalla" on the PS Store. While both versions mention including the game and a PS5 version, the PS5 Ultimate Edition specifically states it cannot be played on PS4. I am looking to purchase a PS5 and only intend to play it on that console, but I want to pre-order now for the pre-order bonuses. Can someone clarify which edition I should go for to ensure I get the right version for my future PS5?
Reported by GetHuman-maxmuec on Montag, 9. November 2020 08:51
I accidentally got multiple accounts banned after signing up for a 14-day PS Plus trial. I no longer need these accounts and want to remove my credit card details from each PSN account. I can't add it to my current account, and I forgot the information for the accounts with my credit card details. If anyone knows how to remove the credit card details so I can use it on other accounts, I would appreciate the help.
Reported by GetHuman-elkawkab on Montag, 9. November 2020 14:11
I suspect my account has been compromised as it's unusual for this to occur. I believe someone may be attempting to log in even after I changed my password. I've had this account for over 5 years, created when I was younger, and it's confirmed as mine. The baby in the background of my account is my 6-month-old who enjoys watching TV. Since the issue arose, he's been cranky. I'm unable to access the email associated with my account, x_Jiggy__1K, as it was created a long time ago and I've forgotten the password ([redacted]). Please assist me with resolving this matter.
Reported by GetHuman-zoeyrena on Montag, 9. November 2020 15:41
I was playing my game when my account got locked out, and it mentioned that my password was changed or needed to be reset. Unfortunately, I can't access my old email to reset it. I usually use my Gmail connected to the game. I've invested a lot of real money in it and own many skins. My game tag is Bosmade601. If possible, please send a password reset to my alternate email so I can regain access to my account. Thank you.
Reported by GetHuman5446544 on Montag, 9. November 2020 16:11
Since updating to software version 8.00, my Playstation 4 Pro has been experiencing connectivity issues with WiFi. Despite having a stable connection with good internet speed, online games are plagued by lag and latency problems, leading to frequent disconnections from servers. All other devices on the network are functioning normally. I have followed troubleshooting steps from Playstation and consulted my ISP without success. The console has been stationary for over 3 months and no changes have been made to the service, except for the software update. The Playstation is under 2 years old. It has been almost a month since the update, and I have been unable to enjoy online gaming. I am hoping for either a forthcoming patch to address the problem or a replacement console if this issue persists.
Reported by GetHuman-mcocroft on Montag, 9. November 2020 19:01
On November 3, [redacted], my account was wrongly charged for fraudulent purchases by Playstation. These transactions were not authorized by me or my 11-year-old grandson. After contacting the credit card company, the charges were successfully reversed. However, my grandson's account has now been suspended by Playstation. He does not have access to my credit card details and should not be penalized for this fraudulent activity. I urgently request the immediate reinstatement of my grandson's account. Thank you.
Reported by GetHuman-passerol on Montag, 9. November 2020 19:24
On July 20th, I bought a game for $66.14. However, on July 22nd, I was wrongly charged the same amount without making a purchase. I promptly contacted my bank and had the charge reversed. Recently, my Playstation account got suspended because of the chargeback. Playstation informed me that I have to settle the debt to lift the suspension. Since I did not incur this debt, I am not willing to pay for it. I kindly request for the debt to be rectified and for my account to be reinstated.
Reported by GetHuman-mpdracow on Montag, 9. November 2020 20:23
After having to clear my hard drive due to file corruption, upon logging back into my PSN account, I noticed that everything is gone. According to the system, it appears as if I never purchased any of my games, as they are now inaccessible. Additionally, my friends and trophies seem to have vanished, and both my username and profile name have been altered. The account now looks as it did when initially created. I have attempted to use all of my email addresses, and only one is linked to this account. I am confident that I didn't create a secondary account.
Reported by GetHuman-argrochr on Montag, 9. November 2020 20:38
Hello, I am Ingmar Kurg, and I have reached out to [redacted] two days ago regarding an issue with my PlayStation accounts. I have four accounts on PlayStation 4, with my primary account associated with the email [redacted] (username doming12) where I have Playstation Plus. My concern is regarding the game ARK: Survival Evolution, which I purchased on 11/27/[redacted] with Transaction ID [redacted]64 under my doming12 account. However, the game is now missing from my purchased games list. I attempted to buy it again on my other account (doming31) and was unintentionally charged a second time. I refrained from downloading the game and seek a refund for the duplicate purchase. Additionally, I request the game to be reinstated in my doming12 account. I have also reached out through the provided link and received a support ID number, [redacted]. Thank you, Ingmar Kurg
Reported by GetHuman-doming on Montag, 9. November 2020 20:59
While playing Dragon Ball Z Fighters, another player used inappropriate language towards me, causing my grandmother to turn off the power. Upon restarting, I discovered a message from the player, and in the heat of the moment, I responded with name-calling. Unfortunately, I was banned while the other player was not. I kindly request a review of the situation as I have been a loyal customer for a long time. Being unbanned would be greatly appreciated as I am now facing issues with my account and game downloads. Thank you for your attention to this matter. Sincerely, Tychicus Doyle.
Reported by GetHuman-tezistyt on Dienstag, 10. November 2020 19:09
Hello, I am reaching out about my stolen PSN account. Initially, I suspected a password problem and attempted to reset it. However, I never received a recovery email despite numerous attempts. During a live chat, the representatives terminated the chat prematurely as my account is apparently under a UK server while they operate in the US. I want to clarify that I have not altered my login information. My Sign-in ID remains [redacted] Due to this issue, I cannot access online gameplay, resulting in unused battle passes and restricting me to offline mode. While playing FIFA 18 offline, the username ceol_0 appears, which is unfamiliar to me. Kindly assist me promptly.
Reported by GetHuman5451010 on Dienstag, 10. November 2020 19:48
Hello, I own a Playstation 4 Slim with 500GB internal and external storage. Unfortunately, the console is now malfunctioning, and I suspected it was the power supply, but that seems to be functioning correctly. It appears to be another issue. This situation is concerning. I am wondering if it is possible, and if so, how can I transfer all my games, saved data, and progress to a PS5? Are all my items saved online? What steps should I take? German Translation: Hallo, Ich besitze eine Playstation 4 Slim mit 500GB internem und externem Speicher. Leider funktioniert die Konsole jetzt nicht mehr, und ich dachte, es läge am Netzteil, aber das scheint in Ordnung zu sein. Es scheint ein anderes Problem zu sein. Diese Situation ist besorgniserregend. Ich frage mich, ob es möglich ist und wenn ja, wie kann ich alle meine Spiele, gespeicherten Daten und Fortschritte auf eine PS5 übertragen? Sind alle meine Gegenstände online gespeichert? Welche Schritte sollte ich unternehmen?
Reported by GetHuman5453538 on Mittwoch, 11. November 2020 16:47
Hello, my name is Joshua Blackwell. I am deaf, but I am hard of hearing which is why I need your assistance. About 4 or 5 years ago, I ended my friendship with an old friend who I used to share my account with, trusting only one person. Recently, I retrieved my account about 3 or 4 months ago and no longer share it with anyone. Unfortunately, someone attempted to steal my account information to access my games and other content on my PS4. Consequently, my PS4 account has been locked due to multiple failed login attempts, most likely by my former friend who is no longer trustworthy. I kindly ask for your help in recovering my account. Thank you. I am a big fan of PlayStation and it is important for me to regain access to my account. Regards, Josh
Reported by GetHuman5456589 on Donnerstag, 12. November 2020 15:36
Hello, I have been attempting to purchase your PS5 Console since September as a Christmas gift for my son. Despite following all guidelines, ordering online has proven to be extremely challenging. Various retailers have been sold out or unable to fulfill orders. Today, Walmart, The Source, and Best Buy all had designated times for online orders, yet each time I tried, the console was already sold out when I was finally able to check out. The whole process has been incredibly frustrating, and I am reaching out for assistance in securing this console for my son. He is a remarkable 16-year-old who excels in academics and sports, rarely asking for anything, including the PS5. I want to make this Christmas special for him, and any help in obtaining the console would be greatly appreciated. Thank you for your time.
Reported by GetHuman-sugabev on Donnerstag, 12. November 2020 16:57
Regarding Playstation Account Hello. I recently discovered that two games were purchased using my payment details without my authorization. Suspecting a security breach, I attempted to reset my password but faced difficulties with my security question and birth date verification initially. However, after several attempts, I managed to change it successfully. Despite this, I was surprised to find out that my account had been banned. I am unsure of the reason for the ban, speculating it may be related to the unauthorized transactions by the hacker. I am eager to retrieve the games purchased with my account or seek a refund for them. I hope to receive assistance on how to address this issue promptly.
Reported by GetHuman5461227 on Freitag, 13. November 2020 22:29
I have a PlayStation Network account linked to [redacted] with the username NinjaKudu. Based in Thailand, I have used a US credit card for all payments despite living in different countries over the years. On November 7, I received an email notifying me of a sign-in ID change, which I did not authorize or notice on time. On November 13, I was prompted to sign in but ended up creating a new account with the same email due to an unauthorized update. Following advice from Thai customer support, I changed the new account's email to [redacted] with the username iifiewrfi. I urgently seek to restore my original account at [redacted], reverting the unsanctioned changes. I also request clarification on why the email alteration occurred to ensure my account's security. Your swift response is greatly appreciated. Sincerely, Dallas Hayward
Reported by GetHuman5464287 on Sonntag, 15. November 2020 08:57
As an American expat living abroad with a locally purchased Playstation 4, I encountered an issue with the system displaying only the local language in the Playstation Store and account management screens, despite setting English as the preferred language. While the local game interface respected my language preference, I struggled to get the Playstation Store and administrative screens to do the same. Despite attempts to seek assistance from Sony, I faced barriers as the support options provided were solely in the local language. I am seeking advice on how to resolve this language setting dilemma without resorting to using a VPN to trick Sony into recognizing me as being in an English-speaking country. Your suggestions are greatly appreciated.
Reported by GetHuman-pnwfilmg on Sonntag, 15. November 2020 16:57
Hello, I have been attempting to recover my PlayStation account. Even after requesting the email link through the "forgot password" option, I have not received it. I am using my PlayStation sign-in ID but still cannot access the email. The ID is associated with my Gmail account, and I created a new email using the same sign-in ID to check if the email address was disabled, but it appears active. Despite multiple attempts to request a new password link, I have not been successful. Contacting customer support was challenging, as there was limited staff available. The automated chatbot suggested using the "forgot password" link, which unfortunately did not remedy the issue. This account is not linked to a child's profile, so I do not require a "family manager" to assist. Resolving this matter is crucial as my wife intends to gift me a PlayStation 5 for Christmas, and without access to my account, the console would be unusable. Your assistance in sorting out this matter would be greatly appreciated. Thank you for your attention.
Reported by GetHuman-cahaller on Montag, 16. November 2020 14:56
Last week, I received an email stating my 3-month PlayStation Plus account membership had ended, but the same issue occurred last month with a similar email. My membership was renewed last month on the 19th as per my PlayStation account, supposed to end on January 19th, [redacted]. However, the recent email mentioned my subscription started in July and lasted 4 months, which is confusing because I only purchase 3-month memberships. I never paid for a single month, always renewing for a new 3 months once the previous one ends. This discrepancy is puzzling, and I'm seeking assistance regarding this matter. Thank you.
Reported by GetHuman-aidenfar on Dienstag, 17. November 2020 01:24
I am frustrated that contacting PlayStation without an account is impossible. This has deterred me from buying a system. My ex, whose account stored my card, caused me to incur $9.99 charges since September. Despite removing my card and receiving new ones, PlayStation still charged me via PayPal without permission. This feels like fraud. Six months ago, I was assured this wouldn't happen. I demand a refund for these unauthorized charges. If they can withdraw via PayPal, they can refund the same way. PlayStation's actions seem fraudulent and unacceptable.
Reported by GetHuman-saragor on Dienstag, 17. November 2020 04:06

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