To contact PlayStation, open the Contact us page on playstation.com, choose the topic your problem falls under, and use the option it marks RECOMMENDED: usually the PlayStation Assistant chat, sometimes a phone line or PlayStation Repairs.
On this page
PlayStation Support offers chat, phone and repair channels, and its phone numbers and hours differ by country and by topic.
The fastest way to contact PlayStation support
PlayStation routes every request through one topic picker, and the channel it shows depends on the topic you pick.
- Open the PlayStation Contact us page at playstation.com/support/contact-us for your country.
- Under What do you need help with?, select a topic: Account & Security, PS Store & Refunds, Hardware & Repairs, Subscriptions, Games or Connectivity.
- Select the subtopic that matches your problem, for example Password reset & Recover my account or Payment Issues.
- Read the box under Need to contact us? and use the option labelled RECOMMENDED.
- For chat, click the bot button in the bottom right corner of the page to start a conversation with PlayStation Assistant.
The US page is playstation.com/en-us/support/contact-us; the country table below links the UK, Australian, German, French, Italian and Brazilian pages.
Which PlayStation contact method should you use?
| Your problem | Contact page path | Channel offered (US) |
|---|---|---|
| Forgotten password or locked account | Account & Security > Password reset & Recover my account | PlayStation Assistant chat |
| No access to your 2-step verification codes | Account & Security > 2-step verification | PlayStation Assistant chat |
| Close your account or undo an online ID change | Account & Security > Change online ID & other account questions | PlayStation Assistant chat |
| Email from PlayStation about an account you do not own | Account & Security > Unauthorized email address usage | Phone: 800 345-SONY (7669) |
| Charges on your card you do not recognize | PS Store & Refunds > Unauthorized Payments | Phone: 800 345-SONY (7669) |
| A payment will not go through | PS Store & Refunds > Payment Issues | PlayStation Assistant chat or phone |
| Refund for a game or pre-order | PS Store & Refunds > Digital Purchases, or Games > Pre-order | Transaction History first, then PlayStation Assistant |
| Refund for PlayStation Plus | Subscriptions > PlayStation®Plus | PlayStation Assistant chat |
| Damaged PlayStation Store voucher code | PS Store & Refunds > Vouchers | PlayStation Assistant chat, or the retailer if the code is printed on a receipt |
| Account suspended | Account & Security > Suspensions | View account status to see moderation history and whether you may appeal |
| Broken PS5, controller, VR system or accessory | Hardware & Repairs | PlayStation Repairs |
| Cannot connect to PlayStation Network | Connectivity > PlayStation Status | Status page, then PlayStation Repairs |
PlayStation contact info by country
Phone lines appear only under some topics on each country's Contact us page. The numbers and hours below are the ones those pages list.
| Country | Phone | Hours | Contact page |
|---|---|---|---|
| United States | 800 345-SONY (7669) | Mon-Fri 9:00AM – 6:00PM PT | playstation.com/en-us/support/contact-us |
| United Kingdom | 0203 538 2665 | Mon – Fri | playstation.com/en-gb/support/contact-us |
| Australia | 1-300 365-911 | Mon – Fri 9 AM – 5 PM AEDT | playstation.com/en-au/support/contact-us |
| Germany | 06102 771 3001 | Mo. – Fr. 10:00 – 18:00 | playstation.com/de-de/support/contact-us |
| France | 01 70 70 07 78 | du lundi au vendredi, de 10 h à 18 h | playstation.com/fr-fr/support/contact-us |
| Italy | 02 36 00 90 81 | Lun – ven 10:00 – 18:00 | playstation.com/it-it/support/contact-us |
| Brazil | 011-3351-7090 (São Paulo and metro area); 0800 724 8310 (elsewhere) | Mon-Fri 9:00 – 19:00 Brasília time | playstation.com/pt-br/support/contact-us |
US PlayStation Support is closed on 12/25 and 01/01 and has limited opening hours on 12/24 and 12/31.
What to have ready before you contact PlayStation
| Problem | Details PlayStation asks for |
|---|---|
| Any account request | Your online ID and sign-in ID (the email address on your account) |
| Account recovery or 2-step verification | Serial number of the console used to create or log into your account, plus details of a recent transaction: order number, content purchased, price and date |
| Account closure | Online ID and sign-in ID |
| Refund request | Online ID, sign-in ID and the name of the purchase you want refunded |
| Damaged voucher code | Date of purchase and the retailer; you may be asked for proof of purchase and pictures of both sides of the voucher |
| Game not working | A detailed description of the issue, the troubleshooting steps you tried, and a screenshot or video if possible |
How to chat with PlayStation Assistant
PlayStation Assistant is the bot chat that the US Contact us page recommends for most account, store, subscription and game topics. The UK page also lists Live chat under 3rd party services and applications, open 08:00–19:00, and the Australian page lists Live chat under PlayStation Stars, open Mon–Fri 09:00–17:00.
- Open the Contact us page for your country on playstation.com.
- Select your topic and subtopic so the page shows the channels for that problem.
- Check that PlayStation Assistant appears under Need to contact us?.
- Click the bot button in the bottom right corner of the page.
- Describe the problem and include your online ID and sign-in ID.
How to contact PlayStation support by phone
- Open the Contact us page and select the topic that matches your problem.
- In the US, choose Account & Security > Unauthorized email address usage, or PS Store & Refunds > Unauthorized Payments or Payment Issues; these subtopics show Call us.
- Note the hours shown under Call us: Mon-Fri 9:00AM – 6:00PM PT in the US.
- Call 800 345-SONY (7669) from the US, or the number for your country from the table above.
- Have your online ID, sign-in ID and any transaction details ready before the call connects.
How to get a PS5 or controller repaired through PlayStation
PlayStation Repairs is an online self-service tool for troubleshooting hardware and connectivity issues on a PlayStation console, system or controller.
- Open the Contact us page and select Hardware & Repairs.
- Choose PS5 and other consoles, Controllers, VR Systems or Accessories.
- Select PlayStation Repairs under Need to contact us?.
- Work through the troubleshooting it gives for your device, then follow its prompts to get the issue fixed.
How to request a PlayStation Store refund before contacting support
Games and DLC qualify for a refund within 14 days of purchase if you have not downloaded or streamed them. A subscription refund covers only the first payment, not a recurring fee, within 14 days of signing up, and it may be reduced if you have started using the subscription. Wallet top-ups cannot be refunded.
- Sign in to Account Management and open your Transaction History.
- Select an eligible transaction, select Request Refund and follow the on-screen instructions.
- If the refund option is missing or fails, open the Contact us page and select PS Store & Refunds > Digital Purchases, or Subscriptions > PlayStation®Plus for a subscription.
- Start a chat with PlayStation Assistant and give your online ID, sign-in ID and the name of the purchase.
How to reset your PlayStation password without contacting support
- On the web, sign in to Account Management, select Trouble Signing in? > Recover Your Account and follow the on-screen instructions.
- On a PS5, go to Settings > Users and Accounts > Account > Sign In and follow the on-screen instructions.
- On a PS4, go to Settings > Account Management > Sign In and follow the on-screen instructions.
- If recovery still fails, contact support through PlayStation Assistant with the console serial number and a recent transaction ready.
How to check your PlayStation issue is resolved
- For a refund, open Transaction History; a subscription refund may show as two transactions, a refund of the full amount to your wallet and a charge for the period you used.
- Allow 30 to 60 days for the refund to arrive on the payment method used for the purchase; if it cannot go there, it is credited to your wallet, so check your wallet balance.
- For a password reset, sign in to your account with the new password.
- For a suspension, select View account status to see your account status and moderation history.
Fix PlayStation support when you cannot get through
The contact page says PlayStation Support cannot respond
PlayStation Support shows this notice when it is experiencing technical challenges.
- Check status.playstation.com for ongoing issues.
- Look for help on the PlayStation Support website in the meantime.
- Try the contact page again later.
There is no phone number on the contact page
Phone lines appear only under specific subtopics.
- Go back and pick the subtopic closest to your problem.
- In the US, use Unauthorized email address usage, Unauthorized Payments or Payment Issues, which list Call us.
- Otherwise use PlayStation Assistant.
Live chat or the phone line is closed
Each country runs set hours, and US support closes on 12/25 and 01/01.
- Check the hours for your country in the table above.
- Use PlayStation Assistant, which the Contact us page lists without opening hours.
- Call back during the listed hours for phone-only topics.
You cannot receive a 2-step verification code
You have no access to your phone and no 2SV backup codes.
- Open Account & Security > 2-step verification on the contact page.
- Have your online ID, sign-in ID, console serial number and recent transaction details ready.
- Start a chat with PlayStation Assistant.
Support cannot discuss a charge on your card
PlayStation Support can only discuss charges with the account holder.
- If you have no PlayStation account, contact your card provider using the number on the back of the card.
- Report the matter to law enforcement.
- If you do have an account, call 800 345-SONY (7669) in the US.
PlayStation support FAQ
How do I contact PlayStation customer support directly?
Open the Contact us page on playstation.com, select your topic and subtopic, and use the RECOMMENDED option. That is the PlayStation Assistant chat for most problems, a phone line for fraud and payment topics, and PlayStation Repairs for hardware.
What is the PlayStation support phone number?
In the US, PlayStation Support is 800 345-SONY (7669), open Monday to Friday, 9:00AM to 6:00PM PT. The number appears on the Contact us page under topics such as unauthorized payments and payment issues.
How do I contact PlayStation support in the UK?
Call 0203 538 2665 on weekdays, or use the PlayStation Assistant chat. The UK Contact us page also lists live chat, open 08:00 to 19:00, under the 3rd party services and applications topic.
How do I contact PlayStation support in Australia?
Call 1-300 365-911, Monday to Friday from 9 AM to 5 PM AEDT, or use the PlayStation Assistant chat. The Australian Contact us page also lists live chat on weekdays from 09:00 to 17:00 under PlayStation Stars.
Can I contact PlayStation by email?
The PlayStation Contact us page lists no email address. Its written channel is the PlayStation Assistant chat, opened from the bot button in the bottom right corner of the page, with live chat also listed under some topics in the UK and Australia.
How do I contact PlayStation support in Germany, France or Italy?
Germany is 06102 771 3001, France is 01 70 70 07 78 and Italy is 02 36 00 90 81. All three lines run Monday to Friday from 10:00 to 18:00, and each country's Contact us page also offers PlayStation Assistant.
How do I contact PlayStation support in Brazil?
Call 011-3351-7090 from São Paulo and its metropolitan area, or 0800 724 8310 from elsewhere in Brazil. The line is open Monday to Friday from 9:00 to 19:00 Brasília time.
How do I talk to a real person at PlayStation?
Use a phone line from your country's Contact us page during its listed hours. In the US, call 800 345-SONY (7669) Monday to Friday, 9:00AM to 6:00PM PT, after picking a topic that shows Call us, such as Payment Issues.
How do I contact Sony about a broken PS5?
Open the Contact us page, select Hardware & Repairs, choose PS5 and other consoles, and select PlayStation Repairs. It is an online self-service tool that troubleshoots hardware and connectivity issues and helps get the problem fixed.
What do I need before contacting PlayStation support?
Have your online ID and sign-in ID ready. For account recovery, add the serial number of the console used with the account and details of a recent transaction, including the order number, content, price and date.
