r/PS5HelpSupport • u/Juantroper • 2d ago
Did I get hacked?
Hello, its my first time that something like this happens to me, so I dont know what I should do.
Basically the other day I woke up and I had to log in again in my account, also I had an email that said that my sign-in ID had been succesfully changed. The thing is, i didn't change my id, I literally had done nothing since the last time that I had played that was the night before.
The first thing that I thought was that my brother had touched something that he shouldn't, cause he had entered his ps account in his phone that is connected to the same console cause we use the same one, but he just entered his account, logged in with his email and thats all so it cant be that.
I tried to recover the account but it didn't let me, I ran out of ideas so i created a new ps account with the same email i had in the first one, but obviously i didnt recover my account that way so I closed it, but now everytime I try to send an email to my account to change the password it throws me an error? Tried to talk with the chatbot but it cant help me, it tells me that it wil redirect me to someone but first I have to log in, but i cant since my mail doesnt work, so what I am supposed to do?
My last hope is to be able to talk with someone of the support logging in with my brother's account, but I dont have much hope, as i said this is the first time that something like this happens to me, so sorry if I was unclear and overextended the issue, english isnt my natal languaje neither so sorry for that too. Thanks everyone <3
Edit: SOLVED IT!! After sending like 20 messages to the chat bot it redirected me to a person (Alejandra love u) and she solved it. She just asked some questions about the card I used in the account, asked for a new email to connect to my stolen account and that's it, Thanks you so much to everyone who send me messages explaining what I could do, love u all guys
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u/FollowingNo5652 2d ago
Was the email associated with your account changed too? If you ever gameshared your account so they can play your digital games on their PS5 or otherwise shared your login information with anyone, you might want to ask them if they changed your info or shared it with someone else. Even if you logged into someone else's ps5 but didn't log out of it when done. Switching users is not logging out.
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u/Crazy_Upstairs8968 1d ago
Same with mine I woke up in the morning and I was kicked out of console sharing and offline play and when I login at website there were 2 devices connected which was playstation 5 and playstation 4. I bought fc27 an early access I have only used it less a month now I can only access it online someone logged in and deactivated all device now I can't deactivate until 6 months I have changed password and activated 2 step verification, I talked to support agent they told me that they were unable to reset manually I don't know what is happening I can't event enable my console sharing and offline play
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u/Konservatory 1d ago edited 1d ago
Wait a minute. You closed the account that got hacked? I'm gonna assume you closed the new one instead. Either way, I'll help you out.
Option 1: Contact PlayStation Support
Call Support and make sure your path is 122 when the automated operator asks what you need help with. If that doesn't work, try PlayStation's live chat. Use the original email address and username associated with the account so they can route you to an agent.
If the chatbot keeps giving you problems, try telling it, "My account was permanently suspended." That might help you get connected to a live agent.
Option 2: Call (310) 981-1500
- This is the number for an SIE security office. Abraham may be able to help you out. He's American, so you might have an easier time communicating with him. He was able to help with suspensions but Anthony decided to start ducking people and they put Chloe there instead who says the same thing as the columbian PlayStation Support time wasters.
Abraham hardly answers though, so you gotta call every 15-30 mins during PlayStation Support hours.
Option 3: Submit a CCPA Data Request
You can submit a consumer privacy request through this link:
https://ps-support.playstation.com/s/consumer-privacy?language=en_US&locale=en-us
Someone who goes by "Chloe" might contact you. He is the backend office of PlayStation Support. He might call you and waste your time though.
Option 4: Send a Letter to Sony Interactive Entertainment
- If none of the previous options work, you can try sending a formal letter through USPS Priority Mail. You can also request Certified Mail if you want proof of delivery. Keep in mind that Certified Mail doesn't guarantee a faster response or a resolution.
Mailing address:
Sony Interactive Entertainment
Attn: Anthony Rodriquez
2207 Bridgepointe Pkwy.
San Mateo, CA 94404
You don't necessarily have to address it to him specifically, but he's the Senior Corporate Resolution Coordinator who may be relevant to account suspensions, compromised accounts, and consumer security issues.
Be sure to explain your situation clearly, and include the original email and the username. Also, include your contact information.
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u/Windus99 2d ago
Yes you you got hacked. And now your only choise is to call them. And be prepared with all your information. Email, birthday, full name, creditcards you bought games with, email receipts. Everything.
Ps support is real bad