Help! My PlayStation Network (PSN) Account may have been hacked!
If you suspect your PlayStation Network account has been hacked, but still have access to your account, do the following:
Change Your Password and End All Current Sessions
Go to https://account.sonyentertainmentnetwork.com/liquid/cam/account/profile/edit-password!input.action and change your password. You will be required to sign in with your credentials first. Choose a complex password, with lower case letters, upper case letters and digits. If possible, add special characters like hash or exclamation point. Make sure it is at least 8 characters long. It is best not to pick dictionary words.
Verify Your Profile Settings Have Not Changed
Go to https://account.sonyentertainmentnetwork.com/liquid/cam/account/profile/account-details.action?displayNavigation=false and go over your profile details. Make sure nothing has changed. If information has been changed, it is a further indication that your profile has been accessed by a hacker. Click on “Edit” and restore the information to its original value.
Give special attention to your E-mail address. Hackers may attempt to change this address, as it may allow them to retrieve your password even after it has been reset.
Go to https://account.sonyentertainmentnetwork.com/liquid/cam/account/transactions/history-list.action?displayNavigation=false and go over the transactions made through the account. Make sure that a hacker has not used your account to purchase games, DLCs and other items on the store. If you do find suspicious transactions, contact PlayStation support immediately. The details of how to contact Sony are available here https://www.playstation.com/en-gb/get-help/contact-us/.
Remove Payment Details and Go Over Wallet Settings
Go to https://account.sonyentertainmentnetwork.com/liquid/cam/account/mywallet/view-wallet.action?displayNavigation=false and review your wallet settings. Make sure “Require Password at Checkout” is turned on. Click “Edit” to change this value is currently “No”.
Furthermore, If you have payment details stored on Playstation Network’s servers, consider removing them (even just temporarily).
Go Over Activated Devices
Go to https://account.sonyentertainmentnetwork.com/liquid/cam/devices/device-media-list.action?displayNavigation=false and review all activated devices. Look for any unfamiliar devices, as hackers may add access privileges to their own devices in order to retain control over the account. For some media and devices, it is possible to deactivated specific or all devices. If you see such an option available for an unfamiliar device, use it. If not, contact Sony here https://www.playstation.com/en-gb/get-help/contact-us/.
Add Security Question and PIN
To harden your account from further takeover attempts, you may want to consider setting up a security question and PIN code. This can be done via this link https://account.sonyentertainmentnetwork.com/liquid/cam/account/profile/view-security.action?displayNavigation=false. Click on “Change” under both “Question/Answer” and “Create PIN” under “PIN”. If these values are already set up, consider changing them.
Activate Two-Step Verification
To harden your account even further from any takeover attempts, activate two-step verification. Whenever you will sign in, PSN will require a unique code to be provided, sent via text message to your phone. This way, even if a hacker gets your credentials, he will not be able to provide this passcode as he has no access to your phone. Thus, this feature provides you with an important and effective extra layer of security.
To activate two step verification, go to https://account.sonyentertainmentnetwork.com/liquid/cam/account/profile/view-security.action?displayNavigation=false and click on the link where it says “For 2-Step Verification, please visit this page”. Once you arrive to the Two-Step verification activation page, click on “Edit” near the mobile phone to set one up. You will be required to provide your password again for security purposes. Click on “Activate”, then “Continue”. Provide your phone number and then the PIN code that will be sent to it via a text message in order to complete the activation.
Check Your Other Accounts
If you are re-using your password in other websites, such as Gmail or iCloud – change the passwords on these services immediately. Make sure you are still able to log into these services. Attackers often take advantage of users’ tendency to re-use password (an ill-advised but common practice) to gain access to additional accounts of the victim!
Run an Anti-Virus on your Computer
Many times attackers gain their victims’ passwords using Trojan horses that were installed on the victims’ computers. If your machine is infected, changing the password will not help, as the malware will capture the new password and send it to the hacker. While there is no guarantee that an anti-virus software will be able to identify a malware (if one even exists), it is best to cover as many bases as possible.
If you do not tend to log into your PSN account through a desktop or laptop, the chances of the password being compromised by malware dramatically diminishes.
If you are unable to access your account, unable to reset your password, and you believe this is the result of a hacker, do the following:
Check Your Other Accounts
Make sure that you still have access to the E-mail account associated with your PSN account. If you are using the same password, change it as soon as possible. Do so to any other online account that shares the same password as your PSN account.
If you are unable to access your E-mail address as well you may try to recover it. Check out our guides for Gmail , Yahoo and many other online services.
Contact PSN Customer Service
Contact PSN Customer Service. The details on how to reach out to them can be found through this link https://www.playstation.com/en-gb/get-help/contact-us/. Report the issue, and they should be able to help out in unlocking your account.
Get Log Dog
As your various accounts may now be at a higher risk of getting compromised, download and install LogDog from Google Play or the iTunes store. Log Dog is a mobile Intrusion Detection System which monitors your online accounts and alerts you immediately when something is suspicious, allowing you to act in order to keep intruders out.