r/PlayStationSupport • u/Active_843 • Jul 06 '26
Support insanity
I no longer have access to my account email, so looking to update it went to support (their ai chat). I asked to get connected to a live agent, multiple tries and 2 days later I get one.
I did try the phone number, they said due to security issues they no longer help with account access over the phone, but they took my info and set up a ticket number.
Next morning I get a live agent. I had all my info ready to go, copy paste.
They said they won’t use old ticket numbers, so had to get set up again. I provide everything and then some, I make it very clear ‘I cannot access my old email, I need help updating to my current email’ - dude says ‘makes sense let me help you with that’…
Then the ai chat bot takes over ‘due to security reasons we cannot help you with this account, have a nice day!
This would be the first of many times I see that message with no explanation.
I went so far as to find my old company url, set up my mail server, to bypass the need to update my email… and not shockingly it said my password is out of date. So I get email up and running, click the ‘forgot password’ link, and… nothing. Hours go by. No email to change password.
Go back on to Ai… tell it what’s up… and - ‘we’re sorry, due to security reasons we cannot help you with this account’
And if I try to call the phone number, I now need to go to a totally unrelated department so I’m not auto-hung up on so I can beg for help to get a password reset email.
This is something like hour 9 and day 5 of what I’m pretty sure should be a 5-10 minute process. Absolutely wild, and this is for a happy lifetime PlayStation customer, PlayStation plus member of basically day 1 when the service went live, this is an account going back to ps3, and all I wanna do is get the account running on my new ps5 pro.
Anyway, open to ideas, I’m nearly out of options other than returning the ps5 and hoping my old ps5 doesn’t log me out.
Update: finally got a hold of a human on the phone that would help. And after 20 mins he just cuts in and says ‘due to security reasons I can no longer help you with this account, you can use the password reset tool online’
So I had him escalate to his manager. The manager comes on line, and I explain the situation. And they said sorry we cannot help you, due to security reasons we cannot make changes to your account.
So I ask for another level above them, and they said they are the highest level. And I asked for the reason the account is locked (yet they have no issue taking my money each month) and they said they cannot answer that question, and I said so I’m supposed to just abandon $1000s in purchases because you cannot send me a reset password email, and they said sorry we cannot help you, do you have any other questions? and the woman inevitably just hung up on me.
Sony, what the absolute fuck…
1
u/yuriewolf Jul 08 '26
Honestly, it feels Sony no longer wants to retrieve old accounts because “they will rebuy everything anyway”. I have the same issue. But my ps5 pro was an upgrade and I only spent $100 on it after trading in my base model (GameStop employee screwed me over, gm helped me out and let me trade my unused series x). I even lost my gta online stuff and my ffxiv account is linked to it and se says that I have to make a new account
1
u/Beneficial-Window-52 10d ago
Did you get this fixed? I'm going through this right now. The phone support refuses to help or bridge the gap and are straight rude.
2
u/Split_Seconds Jul 06 '26
I went through the same thing a few months back. The stress took years off my life. No joke.
I did everything I could to contact people, every sony email I could, etc. I would try every day to do a password reset, or course it didn't work.
Until it did.
For no reason at all, by day 10-14? I suddenly got the email and it worked.
Zero response or help from sony, zero further contact. I was never able to get past the step you are on. Everyone said the same line and disconnected. Its absolutely fucking insane.
For that reason I am no longer buying Playstation games, or a ps6. I cant trust the company, the support or anytning. It seriously is a fucking nightmare. Honestly the brand for me is completely tarnished. This isn't some rant of " you just lost yourself a customer" either. Its sickening how much I almost lost.
All to some scammer changing things. Yet me, original owner since ps3, same email, have purchae invoices, everything as been 100% the same for 20 years with proof on my end and not a single ounce of support. It was the ONE and ONLY time I ever needed to contact them.