PlayStation Account Locked or Suspended? Every Cause and Fix (2026)
November 1, 2026
A PlayStation account that won't let you in is almost always one of four things: a short block after too many attempts (error WC-40378-2, which Sony says clears if you wait an hour), a 2-step verification problem, a forgotten password or sign-in ID, or a suspension. Sony gives a different fix for each. Temporary blocks and 2SV problems with backup codes you can fix yourself in minutes. A missing phone with no backup codes, a lost email address, or a suspension needs PlayStation Support's Online Assistant.
This guide helps you work out which lock you have, then walks through Sony's own steps for each one, on the web, PS5 and PS4. It ends with the settings that stop it happening again.
Key facts
- Error WC-40378-2 means you've tried an action too many times in a short period. Sony says to wait an hour before trying again.
- Sony gives every 2SV user 10 backup codes, and each one works once.
- With no backup codes and no access to your phone, Sony says you must contact PlayStation Support through its Online Assistant.
- A forgotten sign-in ID, changed account details, or a lost email address also need the Online Assistant.
- Suspensions can be temporary or permanent, and can cover your account, your communication features, or your console.
- Sony usually emails the reason and length of a suspension to your sign-in ID. You can also check your status on the My Support page.
Lock 1: "You have attempted this action too many times"
This is the most common lock, and the least serious. Sony's error page for WC-40378-2 says it means you've attempted an action too many times in a short period, and to wait an hour before trying again. It usually appears after several wrong passwords, repeated code requests, or hammering a payment screen.
What to do:
- Stop trying. More attempts while you wait only add to the problem, so put the controller down for a full hour.
- If you see it in PlayStation Store, Sony says to exit the Store, sign out of your account, then sign back in.
- Check you're using the right sign-in ID. Your sign-in ID is the email address on the account, not your Online ID (gamertag). Many lockouts start with someone typing their Online ID into the email field.
- Reset the password if you've genuinely forgotten it, rather than guessing. Guessing is what triggers this block.
If you still can't get in after an hour and a password reset, it's probably not a rate limit. Read on.
Lock 2: 2-step verification is blocking you
2-step verification (2SV) is the best thing you can turn on for a PlayStation account. It's also the most common reason people lock themselves out, usually after a new phone, a new number, or deleting an authenticator app. Sony also supports passkeys, a newer sign-in method that uses your device's fingerprint, face or PIN instead of a code.
The code didn't arrive
Sony's checklist for missing codes:
- Select Resend Code on the sign-in screen. It can take a few minutes to arrive.
- Restart your phone and try again.
- Make sure airplane mode is off.
- Check you have mobile signal. If you're still having trouble, contact your mobile network.
If that fails, move on to backup codes.
Using a backup code (the fastest fix)
When you set up 2SV, Sony gave you 10 backup codes, each usable once. If you saved them, you can recover the account yourself:
On the web: sign in to Account Management, select Trouble Receiving Code?, then Sign In Using a Backup Code. Enter one code, select Verify, then Continue.
On a PS5: go to Settings > Users and Accounts > Account > Sign In. Enter your sign-in ID and password, then type a backup code on the 2SV screen.
On a PS4: go to Settings > Account Management > Sign In. Enter your sign-in ID and password. On the 2SV screen, press the triangle button for Trouble Receiving Code?, choose a reason, select Sign In Using Backup Code, then enter a code.
After you use a backup code
This is the part people miss. Once you're in, Sony says that if you've lost your old phone and used a backup code, you should disable 2SV and turn it back on with your new phone. Doing that also gives you a fresh set of backup codes, so it's worth doing even if you only used one or two.
No backup codes and no phone
If you don't have backup codes, or don't have the phone or number, Sony is clear that you need to contact PlayStation Support using the Online Assistant to restore access. The same applies if you're getting 2SV messages you didn't ask for and can't change your sign-in method. That last one is a warning sign that someone else has your password, so treat it as urgent.
Before you contact support, have these ready:
- The sign-in ID (email address) and Online ID of the account.
- Your date of birth as entered on the account.
- Any payment details used on the account, such as the last digits of a card or the PayPal email.
- A recent transaction you remember, such as a game you bought and roughly when.
- The serial number of your PS5 or PS4, if the account has been used on it.
Support may ask for details like these to confirm the account is yours, and having them ready saves a round trip.
A quirk worth knowing: Google TV
Sony notes that you can't sign in on Google TV while 2SV is turned on. If you see an "incorrect password" message there, Sony's advice is to disable 2SV, sign in, then turn 2SV back on. That's not a lock, so don't reset your password over it.
Lock 3: You've lost the email address or forgotten the sign-in ID
Your sign-in ID is the account's email address, and much of recovery goes through it. Sony's account recovery sends a secure link to that email. If you can still open the inbox, select Trouble Signing In? and then Recover Your Account, enter the sign-in ID, and follow the link. The email can take a few minutes, so check spam and search all folders for "PlayStation".
Sony lists four situations where you'll need the Online Assistant instead:
- You've forgotten your sign-in ID (email address).
- You've forgotten your account verification information.
- Details on the account were changed without your permission.
- You no longer have access to the email address linked to the account.
Number 3 means the account was probably compromised. Our guide to a hacked PSN or Xbox account covers what to secure once you're back in.
You know the password, but it still won't sign in
Sony's checklist for this case is worth running before you assume the worst:
- Have you verified your sign-in ID? Search your inbox for "PlayStation verify" and click the link. An unverified email can block sign-in.
- Is the system software up to date? Update the PS5 or PS4, then try again.
- Restart the console and the router. If you're on Wi-Fi, try a wired connection.
- Try signing in to Account Management on the web. If that fails too, the account itself may be suspended.
Lock 4: Your account or console has been suspended
A suspension isn't a security lock. Sony has taken action because it believes the account broke the PlayStation Terms of Service or Code of Conduct. Sony describes three kinds:
| Suspension type | What stops working |
|---|---|
| Account suspension | You can't sign in or use any PlayStation features, including online play and PlayStation Store, even content you paid for |
| Communication suspension | Social features such as party chat, messaging and online play. On PS4 it works like a full account suspension |
| Console suspension | The console can't access any account, play online, or use content bought on PlayStation Store |
Any of these can be temporary (a set period) or permanent (for serious or repeated violations). Sony says the type and length depend on how severe the violation was and the player's history.
How to tell you're suspended
- You see an error code when you sign in.
- With a communication suspension, you see an error when you use social features, such as party chat or changing your Online ID.
- Sony usually emails you why you were suspended and for how long, at your sign-in ID. Check junk and spam.
- The My Support page on playstation.com shows your account status.
If you've had no email and don't understand the suspension, Sony asks you to contact them.
Can you appeal?
Sony offers appeals only in certain cases:
- Suspended for an account debt. This is lifted once the balance is paid. It usually follows a chargeback, which we cover below.
- Permanently suspended. Sony has an appeal process for permanent suspensions.
Temporary suspensions generally just run their course. You can see how long is left in the email from PlayStation Safety, or on My Support.
What happens to subscriptions during a suspension
People often worry about being charged for PlayStation Plus while they can't play. Sony says it will never take a subscription payment from an account while an account suspension is in place. If a payment falls due during the suspension, Sony won't attempt it and the subscription lapses. You can't add or remove payment methods or cancel subscriptions yourself while you can't sign in, so contact Sony if you need to change anything.
Bought a second-hand console that's suspended?
Sony says a console suspension on a second-hand PlayStation can't be lifted. Contact the seller. That's a good reason to ask any private seller to show the console signing in to PlayStation Network before you pay.
Suspended for a debt after a chargeback
If you see error WS-37368-7 or WS-116367-4 when signing in, Sony says your account was suspended because your bank reversed a charge on one or more purchases. Because a chargeback can signal fraud or a takeover, Sony suspends the account or console during its investigation, and where the reversal had no lawful basis, access returns only once the money owed is paid.
The fix is to pay the balance through Sony's restore-access web form. Our chargeback guide for Steam, PlayStation and Xbox explains what to do, especially if the chargeback was filed because of a charge you didn't make.
Real situations, and which fix applies
The rules above are easier to use once you see them in action. Here are the lockouts we hear about most, with the route through each.
"I traded in my old phone and now I can't sign in"
This is the classic 2SV lockout. The codes were going to an authenticator app or SIM on a phone that's now gone.
- If the phone number moved with you to the new phone, text-message codes still arrive. Sign in normally, then update 2SV.
- If you used an authenticator app, it doesn't move by itself. Use a backup code, then turn 2SV off and on again and scan the new QR code with the app on your new phone.
- If you have neither, it's an Online Assistant case. Gather the details listed above before you start the chat.
Next time, update your 2SV method before you wipe the old phone. It takes a minute while you still have both devices.
"My PS5 says my password is wrong, but it works on the website"
If the web sign-in works, the account isn't locked or suspended. It's the console. Update the system software, restart the console and router, and sign in again. If you've turned on 2SV recently, the console asks for a code too, so keep your phone or backup codes nearby. If it's a Google TV, remember Sony's note that Google TV can't sign in with 2SV on.
"I set this account up years ago with an email I can't open"
If you can't open the inbox, Sony's email recovery link can't reach you, so this goes to the Online Assistant. Have payment details, your date of birth, your Online ID and a console serial number ready. Once you're back in, change the sign-in ID to an email you control today. That single change prevents the next lockout.
"My child's account is locked"
Child accounts are managed by the family manager, and many settings can only be changed from the manager's account. Recover the child's account the same way: backup codes, password reset or the Online Assistant. Sign in to the family manager account first, though, because Family Management is also where you set the child's spending limit and parental controls once access is back. Our guide to the PlayStation family spending limit covers those settings.
"I got 2SV codes I didn't ask for"
That means someone has your password and is trying to sign in. Your 2SV is doing its job. Don't share the code with anyone, whoever they claim to be. Sign in yourself, change the password, and sign out of all devices. If you can't change the sign-in method or the codes keep coming, Sony lists this as a case for the Online Assistant.
Mistakes that make a lockout worse
Most of these come from panic. Every one of them adds time:
- Guessing passwords repeatedly. This is what triggers WC-40378-2 in the first place. Reset instead.
- Creating a new account "for now". Games, wallet funds and PlayStation Plus stay on the account that bought them. Sony says it isn't possible to transfer funds or content between accounts.
- Buying "account recovery" services. Nobody outside Sony can unlock a PlayStation account. These sellers either take your money and vanish, or ask for your login and keep the account.
- Sending codes or passwords to anyone. Sony support never needs your password or a 2SV code sent to you.
- Filing a chargeback to "get the money back" on a locked account. That creates a debt suspension on top of the lock.
- Opening chats on several channels at once. Pick the Online Assistant, give complete details, and follow that one case through.
What to do right after you get back in
Whatever the lock was, spend five minutes on this before you start playing:
- Change your password to one you don't use anywhere else.
- Set up a passkey or 2SV again, with an authenticator app if you can. Text messages fail when you change numbers.
- Save the new backup codes offline: printed, or written down somewhere you'll find in a year.
- Sign out of all devices from Account Management, which kicks out anyone else who's signed in.
- Check your transaction history for purchases you don't recognise. Our guide to checking your PSN wallet balance shows where to find it.
- Review saved payment methods and remove any you don't use. Our guide to removing a card from PlayStation or Xbox has the steps.
- Turn on "Require Password at Checkout" so nobody can spend your wallet from a signed-in console.
Prevention: the settings that save you later
- Keep the sign-in email working. If you're closing an old email account, change the PlayStation sign-in ID first.
- Use 2SV, and keep the backup codes. The codes cost nothing and turn a week-long support case into a two-minute fix.
- Don't share your login. Use PS5 Console Sharing and Offline Play to share games on your console. See our game sharing guide.
- Never type your password into a link from a message. Sony won't ask for your password or codes by DM, text or Discord.
- Know your Online ID and sign-in ID. Write both down. They're different things.
- Consider a passkey. Sony now supports passkeys, which sign you in with your phone or computer's fingerprint, face or PIN. There's no code to lose in transit, and nothing for a phishing page to steal.
If you top up your PlayStation wallet with gift cards, keep the codes or receipts. Proof of purchase helps if a voucher or wallet question comes up later, and it's useful evidence if you ever need support to confirm the account is yours. That includes PSN cards you earn on XPReward.
Frequently asked questions
How long is a PlayStation account locked for after failed logins?
If you see error WC-40378-2, Sony says you tried too many times in a short period and should wait an hour before trying again. Avoid retrying during that hour.
How do I get into my PlayStation account without my 2-step verification phone?
Use one of your 10 backup codes through Trouble Receiving Code? on the sign-in screen. Then turn 2SV off and on again with your new phone. Without backup codes, you'll need PlayStation Support's Online Assistant.
Where do I find my PlayStation 2SV backup codes?
Sony shows them when you set up 2SV. If you've used most of them, turning 2SV off and back on gives you a new set. You need to be signed in to do this.
How do I know if my PlayStation account is suspended?
You'll see an error code when signing in, and Sony usually emails the reason and length to your sign-in ID. The My Support page on playstation.com also shows your account status.
Will PlayStation Plus charge me while I'm suspended?
No. Sony says it never takes subscription payments while an account suspension is in place. If a renewal falls during the suspension, the subscription lapses.
Can a suspended second-hand PS5 be unbanned?
No. Sony says a suspension on a second-hand console can't be lifted, and you should contact the seller.
Sources
PlayStation account lock and suspension rules checked on 2 November 2026 against: