Guys, what should I do? my psn email account was hacked and changed. My account was a US-based psn account. I tried to find the email for customer support but could not find one !!! THE Sony PSN service is sooooo unhelpful ! where can I find them ?

Try PlayStation UK twitter

This post has been edited by kinozanata: Oct 31 2016, 07:30 AM

Same case as my friend first attempt he twitter chat with sony doesnt meet his requirement, 2nd time have to use USA vpn and live chat with agent aint easy to settle luckily still got it back , now our PSN email can simply change .


Email notified him , the email got changed earlier .



This post has been edited by deyamato: Oct 31 2016, 11:14 AM

so this is a mass hacking problem??? the live chat i tried many times but keep getting error ! this means i have to use VPN to get around with the live chat ??

My account was being suspended 2 days ago due to security compromise issue. Apparently, there's someone in France trying to hack my account. I called their hotline couple of minutes ago and was requested to provide my PS4 model/serialised number as a part of their verification purpose. Since I'm in the office, I'll have to do it after work when I get back home.

I even wrote an email to their support and since there's no response from them (it's weekend ), I called them up and the officer handling my call was pretty helpful. All you need to prepare/have in hand is: Online ID, Name, Address, Email Address, PS4 model/serialised number...maybe your previous Order Number (if you purchased/downloaded something from PSN Store). It helps too with these additional information.

Since I couldn't proceed further (I didn't have my PS4 model/serialised number to proceed) the chap gave me the "Case No.20161031XXXXXXXX" and told me that I can call again to the very same hotline and to tell them my issue again.

Oh, mine is a MY-based PSN account.

This post has been edited by Joey Christensen: Oct 31 2016, 11:22 AM

Wasn't psn down at the moment?

It happened to me on 26 or 27 October 2016 which was last couple of days ago.

I couldn't sign into psn, gosh now I don't know if kena hacked or psn still down.

The customer support officer said someone from France tried to get into my account and I told him I'm from Malaysia. Hence, they suspended my PSN account due to security reason(s).

This post has been edited by Joey Christensen: Oct 31 2016, 11:43 AM

Good news # 1
-You didn't kena hack, don't worry. This is just part of Sony's internal glitch that caused players getting locked out of their own account and in some cases, PSN login email changed. Culprit is the new Two Steps Security System.

Good news # 2
- Since you are a R1 Account holder, simply go to Us Playstation website and go to Live Chat support. Your problem will be solved in 5 minutes after you provide Information for verification purposes.

Good news # 3
- I also kena before , exactly the same problem couple of months ago. Solved it with what I said above. So you can be sure my recommendation works.

Out of curiousity, those who are having this issue right now, have you guys set up the 2 step verification prior to this?

yes i did.... my account was being hacked by dont know who and created sub-account..
after they launched this 2-step verification then i immediately created it and viola..
sub account can't purchase anything.

No, I didn't set up the 2-step verification thingy.

I suspect my Nvidia Experience login problem which I had. By the way, I used the same email for that and it somewhat, somehow made something to my PSN account to go haywire too. Hmmm...

Just to share my experience:

My US account was hacked a few weeks ago and the hacker bought some digital games and dlc using my funds.

I logged into my account via web and changed the password. Later, I was able to get in touch with the US support team via livechat and complained to them about my case. They later said they will investigate and reverse the charges if any suspicious activity was found.

Good news, they did reverse the charges and my funds restored. Bad news, my account got suspended. And still is suspended. The problem; if there is a reversal of charges, your account will be locked out. And recently, the US livechat team seems to have been reconfigured to recognize US only IP contacts. So without VPN, I am not able to contact them. No email address, and they are non-responsive on Twitter.

So now I have to try call them to resolve this.

If you are going to ask to restore funds, be prepared for the hassle.

arrghh !!! no live chat meaning i gotta call to US ?? why sony never learn ? i thought they were hacked few yrs ago? does it happen to xbox live frequently ?

did you activate the two tier security login?

and its your account that was hacked, not sony's network. the issue is similar with email hacking.

There's been a hike in PSN hacking the last few weeks. Seriously to those who hasn't got hacked and has no 2-step authentication, DON'T WAIT.

Sony isn't like Google where it is easy to resolve a hacked account. The incompetence of Sony's support team will render your account SUSPENDED indefinitely, even if you plead till your throat bleeds. More over you we are technically from a different region and under their T&C, they can actually not bother to help you as you are outside of their region responsibility.

Call, or as someone here suggested, use VPN, this may work? I've not tried using VPN to livechat them so I can't confirm this..

This is a must do, I learned the hard way. Activate the two-tier security login and when also the password at checkout when confirming purchases, in wallet settings.

This. If any of you guys have not activated it, do it now. Also, in Wallet Settings under Wallet, enable the "Require Password at Checkout" setting. Sony America could easily tell us to bugger off so we're really at their mercy to help us.

This post has been edited by Odinn: Nov 1 2016, 11:38 AM

The Live chat is there, but they operate based on office hours. Their office hours.