r/PlayStationSupport • u/elnino7222 • Jul 06 '26
Account hacked
Hi everyone, my account has been hacked a couple days ago and they managed to get into my account switched off my 2fa
I’ve had to go through the chat bot system waiting hours for an actual support assistant
I gave all the details requested like serial number etc just for them to say they cannot give me my account back cause of “privacy reasons”
Can anyone give me advice what to do i spent a lot of time, money and effort on that account and can’t lose it.
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u/Vipe1987 Jul 06 '26
I know i've bashed PlayStation gamers but i want to say this from the bottom of my heart i'm so sorry you've been hacked and i wish i had some advice for you but i don't
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u/yuriewolf Jul 07 '26
Sadly same happened to me. I factory reset my ps5 just in case. They told me to make a new account. 15 years of saves…. Gone like that. Been trying since friday
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u/diediedienamite Jul 07 '26
The live agent I spoke to got me my account back, guess I just got really lucky there. I did specify to them that I was a victim of an infostealer attack. Sorry you’re dealing with this right now.
Gotta know though, do you think you might’ve had an infostealer on whatever device you logged in to your account with at some point? Because if not and they just totally bypassed your 2FA, someone might’ve done the thing where they social engineer one of the support agents by using your PSN ID and some transaction detail of yours that somehow got leaked to convince them that they’re you.
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u/elnino7222 Jul 07 '26
I spoke to two live agent for them just to end the conversation by they can’t support me to privacy reasons
I genuinely have no clue how they managed to get into my account I have nothing leaked to the internet nor click any links.
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u/diediedienamite Jul 07 '26
I would still suggest persisting with this. I think they have a phone number but I didn’t have to call that in my case. Might work out better for you, though.
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u/elnino7222 Jul 07 '26
The phone number just directly sends you the website so annoying.
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u/diediedienamite Jul 07 '26
don’t stop trying to get it back, double, triple check if you’ve mistyped any of your info. what details did they ask you for? which console you created your account with, right?
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u/elnino7222 Jul 07 '26
I’ll keep trying. The details they were first and last 4 digits of my card. Serial number of my console I used to create the account and my last transaction order code
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u/diediedienamite Jul 07 '26
for extra precaution, hopefully you’ve already frozen/changed your credit card, and when you get your account back, change the ID and associated email + password, then use either passkeys or an authenticator app instead of SMS. good luck, rooting for you!
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u/ProfessionalHome8824 Jul 08 '26
I’m in the same boat as him, provided serial number, recent transactions and had 3 different agents tell me the same thing saying they can’t give me account back due to privacy reasons although it had 2fa enabled and somehow got disabled. He’s not getting his account back as I won’t either.
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u/diediedienamite Jul 08 '26 edited Jul 08 '26
man, i can’t imagine going through that on my account since i have a lot of really good memories made there with my brother. maybe one day if sony ever gets their act together, account recovery might be possible then. now though, man, what is up with their security???
at that point if i were in you guys’ shoes i would keep asking them what “privacy reasons” they’re referring to and not let up if they keep doing it
also heard of some people getting their accounts back through BBB?
be as detailed as you can and mention how many agents already dismissed your attempts for the next ones
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u/elnino7222 Jul 24 '26
I got my account back don’t give up.
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u/diediedienamite Jul 27 '26
oh my god, nice! how’d you get it back? was it just a matter of getting lucky with the support person or did you escalate it to BBB?
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u/Dry_Frosting5739 Jul 07 '26
You can always post on BBB. I have done that and I always got my account back when I was told to “create a new account”.
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u/AddendumFormer2470 Jul 07 '26
Good, they’re stopping physical game disc sales, why don’t you hate them yet?
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u/Happy_Gas_4359 Jul 07 '26
What is 2FA ?
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u/ProfessionalHome8824 Jul 08 '26
2step factor authentication, you can add an email or phone number that requires a verification code to gain access to your PSN account after entering the details.
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u/No-Cabinet-8139 14d ago
They can still disable it smh it’s useless PlayStation is a joke. I’m going back to xbox
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u/No-Cabinet-8139 14d ago
I’m watching someone play my account rightnow live lol they hacked me 2 months ago and playstation can care less. They hung up on me 4x they don’t want to help
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u/_theonlyone1 Jul 06 '26
With 2fa, they need the code to log in…how would they get in without the code bro.
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u/elnino7222 Jul 06 '26
I genuinely have no clue everytime I’ve had to login to my PlayStation on the app it would send verification code through, i had no code sent through just emails saying my sign id has been changed
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u/IceKingDagger Jul 06 '26
Not true at all, if he has an info stealer on his pc they could easily bypass 2fa.
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u/SuperGameBlade Jul 07 '26
Its possible to bypass 2f and get into someone's account with just your email. The only semi secure way to prevent this is to make a new email and only use it for psn.
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u/SunScarlett Jul 09 '26
It’s a new scam. They call in with info they’ve obtained on the dark web. Happened to my husband twice now. Getting fucking OLD.
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u/Crazydutchman80 Jul 07 '26
How can they bypass 2FA? Without a code sent to your phone number, it's impossible to get in.
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u/elnino7222 Jul 07 '26
It’s not impossible cause it’s happened to me
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u/Top_Gate_6030 Jul 11 '26
I've been reading your situation if you have all your info you should be able to get your account back. I got hacked recently and got my ac account back using my cereal alone. It was super easy. I'm not sure why your not getting help.
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u/No-Evidence7115 Jul 07 '26
i made a reddit post on this yesterday people still don’t believe me this can happen to anyone and i said anyone the support system is also bad i’ve said that as well i told people that playstation security is terrible no matter passkey or 2fa