Recover a forgotten Play Station password


The user can enable easy account password recovery by adding a mobile phone number and setting up a security question for the user’s account. These two features can only be configured if the user currently knows the user login information for future password recovery. If the user has already lost the login information, see How to reset the user’s PSN account password for help.

Why set a security question and a mobile phone number?

Set a security question on PlayStation®4

1. Go to Settings> Account management> Account information> Security.

2. Enter the login information> Security question and answer.

3. Add a security question from the drop-down list or create your own users.

4. Click Continue> Enter user security response in the text field.

5. Click Confirm to save user changes.

Set a security question on the web

1. Log in to the user’s PlayStation Network in the web browser.

2. In the Account section, select Security.

3. Click Edit next to Security Question and Answer.

4. Add a security question from the drop-down list or create your own users.

5. Enter the user response in the Security response field.

6. Click Save to save user changes.

See Choose a security question and answer on the web.

Set a mobile phone number to retrieve the user account password

Keep the user’s mobile phone number in the user’s PlayStation ™ Network account as an additional way to verify the identity of the users in case the user needs to recover the user’s account later.

How to add a mobile phone number to the PS4 ™ user’s account

1. From the PS4 ™ main menu, go to Settings> Account management> Account information> Security.

2. Enter the login information if prompted> select Mobile phones> Add the user’s mobile phone.

3. Select the Mobile phone number and enter the user’s mobile phone number> press R2 when finished.

4. Select Add to save the user’s mobile phone number in the user account.

How to add a mobile phone number to the user’s web account

1. Log in to the user’s PlayStation Network in the web browser.

2. In the Account section, select> click Security.

3. Click on the Edit on mobile phones page> click Add a mobile phone.

4. Enter the mobile phone number of the users and click Continue.

5. We will send a verification code to the user’s phone> enter the code on the website and click Verify. This code is case sensitive.

6. The mobile phone number entered by the user is now linked to the user’s account.

How to add a mobile phone to my PSN account on the Web?

Protects against unwanted logins with two-step verification

Two-step verification offers an additional layer of account security by sending a text message with a verification code to the user’s mobile phone each time a new login is detected in the users’ PlayStation® system. This temporary code and the password of the user account will be required to log in for the first time.


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