Issues with 2SV

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Luke

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I can't login to my PS account as 2SV is turned on, I haven't been using the PS5 for a while so the phone number for 2SV is an old one I haven't got access too. I've not been able to find my backup codes.

I've spoken to an agent twice today on PSN support, both times unsuccessful as I've not had enough information to make it through security checks.

They asked for my original consoles serial number, the one I first use this account on. Unfortunately my PS3 is long gone however I tried my PS4 serial number (not sure it worked but they never let on what piece of information is wrong).

So next they asked for a transaction ID, from an email from PS. As mentioned above I've been inactive for a while so I cancelled my PS subscription a while ago but can't be sure exactly when! So I've not been able to find a transaction ID.

What can I do? Or am I cooked? Both times speaking to a PSN agent they've ended the chat because I've not been able to clear security.

Sorry for my life story, but surely there must be away around this? I was advised to make a new account but I'll lose my games as I only buy them digitally.

Please help, I want to get sorted in time for BF6!

Cheers
 
Usually if 2fa is enabled then it’s impossible to remove it - Microsoft will refuse to help with 2fa issues.
Did you receive the code via text/sms or via an authentication app?
Check your PC for any notes saved on OneDrive, OneNote or other cloud services to see if you saved the backup codes there.
Mention any bank/credit cards used on the account as well as the most recent game you purchased.
 
Thank you for your response!

I had the same issue with Amazon last year as I have 2SV with them, they were able to remove it so I could gain access. I had to send them a photo of my passport.

I find it ridiculous that if one company can do it why can't the rest, especially seeing as PS and Microsoft are literally technology companies.
 
Many Companies do help & imo they should.
You could tell support that you suspect you have been hacked.
 
Thank you, what would they be able to recover my account? Even if it hadn't been hacked.

Also I'm guessing they would be able to see my previous conversations with support so maybe they'd put two and two together?
 
Quite possibly it is too late to say that.
Is there any chance that you’re still signed in somewhere - say a browser or the PS app?
 
Nowhere whatsoever! Thank you for engaging with me, it's helped a lot as I've just been fobbed off by everyone I've tried to ask for help so it's much appreciated.

I'm trying to find an email I can make a formal complaint to, I was on the phone last night waited an hour to get through to someone at PS and it cut off half way through my conversation.

Can you point me in the right direction
 
I‘ll try my best to find a solution.
Do you still know the email address used?
If yes:
  1. Go to the Account Management sign-in page, select Trouble Signing in? > Recover Your Account and enter your sign-in ID (email address).
  2. Check your email address for an email containing a secure link. The verification email can take a few minutes to arrive.
  3. Follow the secure link in the email, fill in the requested information, and create a new password using a combination of uppercase and lowercase letters, numbers, and special characters.
If 2fa is stopping this or it doesn’t work then their email is: accountsupport@playstation.com

I wonder if support closed & that’s why they hung up. I would’ve expected they’d ask you to call back the next day if that was the case.
 
Just edited my reply to add something.
Good luck.
 
The call was choppy at best, and I've just tried a password reset 2SV is still stopping me. Someone's told me that if the old number hasn't been given to someone else I could ask my network to send me a sim card with that number?

I'll let you know if it works so it can help people in future.

I am going to complain via the email, I've got hundreds of pounds worth of games on that account. There is a way that other companies get around problems with 2SV. It's not acceptable.
 
Ive tried to email and it bounces back saying :because the address couldn't be found or is unable to receive email."
 
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