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.

For 2 Factor Authentication, each time we receive sms, are we charged for the sms?

I remember I was getting hacked back in February earlier this year too, and my account is no longer primary with my PS4. Luckily, I was online at that time, and I keep getting signed off, I knew right away that something smell fishy. Sure enough my account was getting hacked, all of my PS devices have been deactivated. I contact PS Asia right away (via email), then it settles around 3 days I believe, and I got my account back, they do ask for PS4 serial no too, people need to write them down for sure. I was really upset when I get hacked considering how much trophies I got in the account. Oh yes, and one more thing, I can't use deactivate all button for like 6 months from February.

And yes, if you want to keep your account safe, do that 2 step verification immediately. I'm so glad they are finally here.

mine was hacked last week. i received an email from PSN that somebody changed my email address. tested to login PS App from my phone. Failed. I googled and found out that the helpdesk will need my console serial number. Took it down. and i called the Malaysian Hotline. They asked me lots of things. I think their call centre is in HK because the english was Honkish and the quality of the line sucks to the max. But I give mad props to the CSR who tried very hard ...and viola, crisis adverted.

So if your account is hacked, keep cool and follow these steps.

1. Call your banker and cancel all your cards
2. Take down your Sony PS4, PS3 or Vita serial ID
3. Call Sony PSN Hotline of your country ( Malaysia is 1-800-81-4963 from 9am to 6pm weekdays)
4. They will ask you your original email address, your online name, your full name and your console ID(I gave my PS4 number)
5. If you succeed, they will revert the login email back to your original email address and send you the link to reset the password.
6. Reset the password by clicking the link (DUH)
7. Reset your email password, just to be safe.

I dont blame Sony as I didnt activate the two tier security login. Am sure glad my PSN was a Malaysian PSN. and oh yeah, she reset my password and reverted to the original email, all done in 15 minutes. Malaysia Boleh.

This post has been edited by snipersnake: Nov 1 2016, 04:14 PM

No charged, FOC.

And one last thing, never keep your CC credentials on your PSN account (even after the infamous hack a few years back, they start encrypting data). Yes it's convenient and blah blah blah, but PSN is not a very secure platform until today.
Better to just buy PSN cards and manually top up, that way the potential loss is always only capped to your current wallet balance (which is max capped at $150 on US PSN).

How to enable the 2 tier authentication?
I am using japan PSN, can't find the option to enable it.

It's a standard you don't get charged for any 2 form factor PIN.

You need to access it via your Sony Entertainment Network account. It's the same email used to login to PSN.

This post has been edited by raymondtong94: Nov 1 2016, 09:46 PM

noted.

Got my US acc hacked a few days ago too as I did not managed to sign in to psn saying my sign in email is not valid. Checked on the email and received the sign in change email meaning someone did make a change to the acc the previous day. I was thinking of calling the us support from the office the next day when a friend is kind enough to lend his vpn acc for me to chat with the us support. Managed to recover the account within 5 mins. All they ask me is the original sign in acc n username. Make sure u have access to your e-mail registered as the sign in id as they will send a link for you to reset the password.


Oh btw, they did asked for a us contact number I just replied I don't have any. Maybe they want the contact for the 2 tier verification.

Anyway, good luck.

thank you ! do i need the serial number of my ps3/ps4 as mentioned by someone previously?

you better have them ready, just in case.

geez i forgot if i have any CC information on my account. I received the same email but cant seem to call them. Always no answer.

Sigh. Any other way around this? Sent them an email but no answer till now

Chill bro. Happen to me too. Wait till US time zone and live chat. Say u got email change notice but never initiate it. They will resend a verification to ur email again. Then relogin and chg pass. After login, straight activate 2FA login method