If you can open the email address linked to your PlayStation Network account, start with PlayStation’s official account recovery page: choose Trouble Signing In? > Recover Your Account and follow the secure link sent by email. If the problem is a lost passkey device or 2-step verification (2SV), use another registered passkey device or a saved 2SV backup code. If you cannot access the email, have no backup code, or see account changes you did not make, contact PlayStation Support through its Online Assistant. For an account you think was taken over, secure your email account too.
First, identify what is stopping you from signing in
Choose the branch that matches your situation. A forgotten password, an unavailable recovery email, and a missing 2SV phone do not have the same fix.
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- You forgot your password, but can open your sign-in email: use the account recovery flow below.
- You use a passkey and lost access to one device: try another device that has the same verification method registered.
- You cannot get a 2SV code: use a saved backup code if you have one.
- You cannot open the linked email, forgot the sign-in ID, or have no usable 2SV method: contact PlayStation Support.
- Your sign-in ID, online ID, password, or account details changed without your permission: treat it as suspicious activity and contact support rather than repeatedly trying password resets.
The steps below reflect PlayStation’s US English support guidance. If your account is registered in another country or region, use the PlayStation Support site for that region; available contact routes and interface details may differ.
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1Scan for outdated or missing drivers - takes under a minute2Clear out junk files and repair common Windows errors3Fix the driver behind crashes, sound loss and screen glitchesIf you can access the email linked to your account
- Open PlayStation Account Management and select Trouble Signing In? > Recover Your Account.
- Enter the email address you use as your PSN sign-in ID.
- Open the secure verification link PlayStation emails you and follow the instructions to reset your password. See PlayStation’s password-reset guidance.
If the message does not arrive, check spam and junk folders, then search all mail folders for “PlayStation.” Confirm that you entered the address used as the account’s sign-in ID. Email delivery can be delayed by network issues, so allow some time; PlayStation does not guarantee an exact delivery time or a particular recovery outcome.
#1 Best Overall
- Feel physically responsive feedback to your in-game actions through haptic feedback
- Experience varying levels of force and tension at your fingertips with adaptive triggers
- Chat online through the built-in microphone and connect a headset directly through the 3.5mm jack
- Switch voice capture on and off using the dedicated mute button
- Play on more devices using the USB Type-C cable or Bluetooth to connect easily to Windows PC and Mac computers, Android and iOS mobile phones as well as your PlayStation 5
For a child account, the family manager must reset the password.
If you use a passkey and lost your phone
If another device with the same verification method is available, use it to sign in, then register a new passkey. If you have no other usable device, follow the Online Assistant route on PlayStation’s passkey troubleshooting page. A replacement phone is not a required recovery step.
Rank #2
- Bring gaming worlds to life - Feel your in-game actions and environment simulated through haptic feedback*. Experience varying force and tension at your fingertips with adaptive triggers*
- Find your voice, share your passion - Chat online through the built-in microphone. Connect a headset directly via the 3.5mm jack. Record and broadcast your epic gaming moments with the create button
- A gaming icon in your hands - Enjoy a comfortable, evolved design with an iconic layout and enhanced sticks. Hear higher-fidelity** sound effects through the built-in speaker in supported games
- Multi-device connectivity - Connect using a USB Type-C cable or Bluetooth technology and easily play on more devices including Windows PC and Mac computers.
- Elevate PC gaming with advanced features like haptic feedback and adaptive triggers in a range of blockbuster PC titles.
If you can’t get your 2-step verification code
Try basic delivery checks
If you still have your phone and number, ask PlayStation to resend the code. Restart the phone, make sure airplane mode is off, and check that you have mobile signal.
Use a backup code if your phone or number is unavailable
At the 2SV prompt, enter one of the backup codes you saved when setting up 2SV. PlayStation provides ten codes, and each can be used once. If you have no saved code and cannot use the registered phone or number, contact PlayStation’s Online Assistant; you cannot look up backup codes online while locked out. See PlayStation’s 2SV troubleshooting steps.
Rank #3
- Haptic feedback - Feel physically responsive feedback to your in-game actions with dual actuators which replace traditional rumble motors. In your hands, these dynamic vibrations can simulate the feeling of everything from environments to the recoil of different weapons. .Operating temperature : 41 °F to 95 °F (5 °C to 35 °C)
- Adaptive triggers - Experience varying levels of force and tension as you interact with your in-game gear and environments. From pulling back an increasingly tight bowstring to hitting the brakes on a speeding car, feel physically connected to your on-screen actions.
- Built-in microphone and headset jack - Chat with friends online using the built-in microphone or by connecting a headset to the 3.5mm jack. Easily switch voice capture on and off at a moment’s notice with the dedicated mute button. Internet and account for PlayStation Network required.
- DualSense Controller PS5 and PC compatible. Not compatible with PS4.
- PS Remote Play requires Remote Play App connected to Wi-Fi, PS4 or PS5 console with the latest system software and compatible game. A PS4 or PS5 console with a wired connection via a LAN cable is recommended. Version 4.0 of the Remote Play App on iOS and iPadOS or version 4.1 on macOS is required for games to be playable with the controller over Bluetooth.
If you receive unexpected 2SV messages and cannot change your sign-in method, contact support rather than treating the messages as a routine delivery problem.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If you lost access to your email or forgot your sign-in ID
Do not keep requesting password-reset links you cannot open. PlayStation directs users who cannot access the email address needed for a reset or 2SV message, or who have forgotten their sign-in email, to its Online Assistant. The same support route applies when account details appear to have been changed without permission. Start with PlayStation’s sign-in troubleshooting page and follow the support options for your account region.
Quick Recap
Best Value
- Heighten Your Senses. Discover Deeper, highly immersive gaming experiences.
- Feel your in-game actions and environment simulated through haptic feedback
- Chat online through the built-in microphone or connect a headset directly via the 3.5mm jack
- Play on more devices Connect using a USB Type-C cable or Bluetooth wireless technology so you can easily play on more devices including Windows PC and Mac computers, Android and iOS mobile phones.
- Elevate PC gaming with advanced features like haptic feedback and adaptive triggers in a range titles
Rank #4
- Ultra Customizable Controls
- Mappable Back Buttons
- DualSense Wireless Controller Features Built In
- Replaceable Stick Modules and Caps
If you think someone took over your PSN account
- Secure the email account first. Change its password. If you cannot, contact your email provider.
- Contact PlayStation promptly if you cannot access the PSN account or change its sign-in method. Use the Online Assistant through PlayStation’s compromised-account guidance.
- Check for unfamiliar purchases. Review your transactions and follow PlayStation Store’s official support and cancellation instructions. A refund is not guaranteed; eligibility depends on the applicable cancellation policy.
After you regain access
- Set a unique password that you do not use for another account. A password manager can help you create and store distinct passwords, but it is optional and is not a PSN recovery service.
- Keep your password and account details private. Avoid websites that ask for your credentials in exchange for free virtual currency.
- If you enable or reset 2SV, choose SMS or an authenticator app and store the new backup codes somewhere safe. PlayStation’s setup guidance explains the available options at its 2SV page.
- Consider setting a console login passcode where appropriate. More account-protection guidance is available from PlayStation’s security tips.
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