r/PlayStationSupport

Few days ago, an accidental purchase of €119.99 worth of Robux was made on our PS5 using an account used by our 12-year-old son.

What concerns us most is not only the purchase itself, but how it happened:

• The account had password protection enabled to confirm purchases.
• Even so, after a button was pressed by mistake, the payment was executed immediately.
• No password was requested.
• No additional confirmation was requested.
• No payment method reconfirmation appeared.
• The purchase simply went through automatically.

As soon as it happened, our son immediately told us and we contacted PlayStation Support the very same day requesting cancellation/refund.

The Robux are still completely untouched and unused. We did not manually “redeem” anything — they simply appeared automatically in the account immediately after the accidental purchase.

However, PlayStation has repeatedly denied the refund, first claiming the content had been “consumed” and later saying it had been “redeemed”, even though the balance remains completely untouched and unused.

Support also told us that the system “always asks for password and payment confirmation” before completing a purchase, which clearly did not happen in this case.

We also contacted Roblox, and they told us that since the purchase was made through PlayStation Store, the issue must be handled directly by PlayStation.

Honestly, it is very difficult for us to understand how:

• an accidental €120 purchase made by a minor,
• without requesting the password despite that protection being enabled,
• reported immediately after it happened,
• and with the content still completely unused,

can end up with absolutely no solution offered.

Has anyone experienced something similar? Were you able to escalate the case somehow?

Hello, I've been trying to recently recover my PlayStation account as I have purchased a PS5 this account is super old and I was a kid when I made this account. I have zero recollection of the email only the username and maybe the password (and the old old security questions they would make you put in) there is no more call support they removed it in 2024 and now your forced to type online with a chatbot and then eventually speak with a useless live agent.

They keep asking for one of the cards on file from 14 years ago or the serial number of a PlayStation I purchased in 2009, not sure if a normal human would have access to any of that in general.

Am I genuinely screwed? I really want back into this account but it just seems like im SOL, any tips, anything?!?!? Please!

Every time I turn on PS5 and try to download a game, sony throttles download to some ridiculous speeds. Why?

I've set DNS to 0110 which helps, but dl speed is always rubbish until I turn Internet connection off and back on again (in PS5 settings). I've 900mbps broadband and unless I do this, 1gb update takes an hour. After turning internet connection off/on, it's downloaded in seconds. Why do I have to do it every time?

Edit: Figured I'd give yall some more details. Wired connection, but had the same issue via WiFi both on 2.4 and 5ghz, as well as 5g hotspot. Had this issue with my previous ancient broadband package (different router and isp) as well, though not that noticeable as I was on 60mbps. My current router does not support per-device bandwidth throttling or priority assignment. PS5 is the only device that suffers from this issue.

What happens exactly, is: I turn on my PS5. Verify 900mbps via Internet speed test (on PS5). Proceed to download game - 25gb shows 13+ hours. I then go to Internet settings on PS5 and toggle internet connection off/on. The same game now resumes download showing estimated time 6 minutes.

So I'm in a tough situation. I was signed out of my PSN account on PS4 and I cannot access my old email, it was my dad's work email. Serial number is on original sold PS3 and I gave the PS4 serial number but it wasn't accepted. I tried to give a voucher code and order number but the email was from amazon not playstation. Should I just give up and make a new account? Also I recently bought a PS subscription on it so how come online still works on my ps4?

Yesterday was the second time I managed to recover my account. Even though I had a password, two-step verification (2SV), and a security question, the hacker managed to gain access again and change my email ID.

Now I’d like to know how I can better secure my account to prevent that person from ever getting in again. Also, I have a question: when I enable the passkey, the password and two-step verification are disabled; and, similarly, when I enable the password, the passkey feature is disabled.

I’d like to know which option is the most secure and what settings you recommend to fully protect my account.

Doesn't work with other ports or cables, safe mode displays. No issues with other devices.

I have already sent the console to repairs twice. They never say what they've done and I'm kind of losing my mind at this point. Do I just have a lemon of a device? Is there something I'm doing that's causing this?

Please excuse the kids' books and mess in the reflection.

So I came to Reddit as I decided this was the only place this could possibly be answered and it might not even be because of PlayStation (I have a scuf pro controller).

I was playing a game perfectly fine nothing wrong. Then I decide I’m going to play another game because I got bored. I navigate the home page perfectly fine everything works, I click on the game and everything works. Then I get to the actual game menu and literally nothing will work: I can’t move, I can’t click anything, I can’t play the game. I get frustrated but then realise that I can come back to the home menu perfectly fine everything works, like all buttons and sticks that weren’t working before are literally perfectly fine. This happened with every game.

I turn my controller off and back on again because that never fails, and it didn’t… mostly. I can get into the game, I can navigate the menu I can play the game for the most part. This problem now is to do with R1 and R2 triggers, R1 is not working, R2 is fine. I enter the inventory of the game I’m playing, R2 doesn’t work anymore, L2 is fine so I can scroll one way in the inventory but not the other. Weird I say and I exit the inventory, R2 is fine again and acts as if nothing happens, R1 on the other hand is still not working.

I don’t know if it’s just a matter of turning it in and off again or if there’s a wider problem that is going on. As I mentioned before I have a pro controller with back paddles, these didn’t work whenever the assigned button didn’t work either. Please help me, is this a weird thing with my controller or not? I don’t want to buy another as they are quite expensive.

I am losing my mind with PlayStation Support right now and need to know if anyone has actually bypassed this brick wall.

I’m locked out of my account solely because I changed my phone number and lost access to my old 2FA. I literally know my active login email, the correct password, the original billing address, and I have the serial number of my current PS5.

You would think knowing the actual password and having the current physical hardware would be enough to prove I am me. Instead, the support chat keeps closing my case because I don't have a transaction ID or the serial number of the original PS4 I used to create the account back in 2017.

Who permanently archives receipt emails from nearly a decade ago or keeps old consoles around just in case? It’s ridiculous that they are holding my digital library hostage because I don't have a 9-year-old receipt, especially when I can verify the actual current login info.

Every time I try to explain this, I just get hit with "information does not match" and a scripted chatbot dead end. Case number is #52472691 if any actual humans from Sony look at this sub.

Has anyone actually managed to get a human agent to escalate a case and turn off a dead 2FA number without an ancient transaction ID? How do you get past their broken scripts?

Hi, I've ran into a problem regarding my account. A couple of months ago I signed into my playstation account on my computer to check on it. I noticed on my previously played games section, someone has been playing games 1 or 2 times every couple of months for a few years (around 3 to 4 years). These were games I don't play or haven't downloaded before. I then contacted Playstation support and told them what was going on.

I ended up changing my email address connected to my playstation account and passwords to my old and new email and psn, I also enabled 2SV (the text option). I have been checking my account about every week or 2 on my pc since then and everything seemed fine, I got sms codes for my 2SV every time i signed in. I checked a day ago and I don't know if its the same person or not, but they've managed to get into my account and play a game. I didn't get an sms for my 2SV. There was only one time early in the year I got an email about a password change that I didn't request, but that didn't work because my current password at the time still worked. Some of the games have been on Playstation 5 but my ps5 is in it's box still, just waiting to fix my account.

The hacker hasn't changed anything like my password or details, except one time early in the year, which didn't work. Can someone help with whats going on and what to do?

I haven't played any games in around 5 years

Hi, I was wondering if anyone could tell me whether the games claimed from the PlayStation Plus Collection back from 2020-2022 were permanent. Ive been going through some older games in my library as of recently and noticed that I’ve been locked out of The Last Guardian and can no longer download it from my library. It now says I have to purchase it.
I contacted support via call and was told that some ps plus games expire after 2 years and that there is nothing that they can do. Is that true? I thought that claiming these 19 games from the collection at the time meant they were permanently available as long as I was subscribed to ps plus. I even checked an old blog post from 2020 and it also says that they are permanently available as long as you are subscribed after claiming them. I even have the transaction number and emailed receipt from when I claimed it.

I tried searching this, but couldn't find anything related. If Account A is activated as Primary on Console B, B has access to those titles on every local account but if A activates another Console as Primary, B will lose access to those titles when playing on any other local account. I get that, but what is the gap? Currently it's at least two days, and the other system still can play those games that they don't own on other accounts. I want to know when do they get padlocked?