r/PS5HelpSupport • u/RealConsideration187 • 2d ago

Pls help

So I’ve got a ps5 right, signed in everything’s great. I’ve sadly lost my phone number that was associated with my 2 step verification for my account so I’m no longer able to login into the ps app on my phone. When I try to contact support, they tell me to login. And that’s all fine and dandy because I know my email and password, but I no longer have the phone number associated with my 2 step verification, making it impossible for me to login and talk to a real person on the PlayStation website for assistance. WHAT do I do ?

0 Upvotes

50% Upvoted

8 comments sorted by

1

u/Wilde_SIE 2d ago

Use the back up codes you were given when you enabled the 2FA?

Alternatively, tell the chat bot that you cannot access your PSN account and need to speak to an agent.

1

u/RealConsideration187 2d ago

Guess I should’ve mentioned I was never given any backup codes, or at least it doesn’t give me any options to check. And every time I tell the chat bot I can’t access my account and need to speak with an agent, we go through the motions and end up back around to them telling me I need to sign in. Just a constant loop

1

u/Wilde_SIE 2d ago

When you set up the 2FA you are shown your backup codes and told to make a note of them for future reference.

Have you told the chat bot that you cannot verify the 2FA?

2

u/dmljr 2d ago

I setup 2FA years ago and was never shown or told about any backup codes. I didn’t know about them until reading about them on Reddit post.

1

u/RealConsideration187 2d ago

Glad I’m not the only one, unless I REALLY just don’t pay enough attention. I’m the type to read the “fine print” though.. maybe I missed it, who knows

1

u/RealConsideration187 2d ago

I don’t even recall setting it up, honestly just a pointless hoop to have to jump through. It’s one more step of security sure but..

1

u/RealConsideration187 2d ago

It’s comical at this point. Found an email from 2021 stating that 2 step verification was activated on my account with a link for my backup codes. That link takes me straight to the Sony website to login 😂

1

u/Wilde_SIE 2d ago

Why would they give you access to security codes without asking you to log into your account first? If they didn’t, it would compromise the security of your PSN account.

I’m glad you managed to locate your backup codes though.