Need help recovering PlayStation account — support hasn’t solved it yet

[76_nutz]

Hi everyone,


I’ve been stuck trying to recover my PlayStation account and I’m hoping someone here has been through the same situation and can point me in the right direction.

• The account is mine, and I can provide details like console serial number, purchase history, and email info.
• I’ve already gone through official support, but the process hasn’t worked out so far — I keep getting stuck.
• I’m just looking for practical steps or advice from anyone who has successfully gotten their account back when normal support didn’t fix it.

Any guidance would be huge. Even if it’s just tips on what exact info Sony accepts as proof or whether I should push for escalation to higher-level support, I’d appreciate it.


Thanks in advance to anyone who’s willing to share their experience!

AND THIS IS WHAT THEY KEEP SAYING! WHAT DOES IT MEAN? --> "I'm really sorry but Unfortunately, due to security reasons wee are unable to assist you with this account. We cannot make any changes to this account."

 

[Anankha]

Usually they’ll ask for the serial number of the first console registered to the account & any receipt numbers for purchases amongst other things.
If they’re now refusing to help then the hacker may have added 2 factor authentication to the account.

 

[Heytheree]

Hello there!



I recently went through the same situation because my account was hacked. When you call support, make sure the first thing you say is that your account was hacked. Inform them that your email, password, and two-step verification were changed.



Tell them to prove that you own the account, you can provide details such as the last online ID you used, the serial number of the console the account was created on, or the most recent console you used. Ask them which option they prefer. Additionally, mention that you can provide the latest transactions on the account.



They will ask for the first and last four digits of the payment method that was active on the account. Clarify everything they request and provide a secure contact email. The account recovery team will contact you within 1 to 3 days. If the agent is not try to help you, or say theres nothing they can modify or change on the account on their ends try your best to get them to escalate it to the account recovery team (they're the ones that can help you the best in this case) and remember stay calm.



The entire process of recovering your account should take no more than seven days if you provide all the strong evidence proving that you are the owner.