As with every community, PlayStation Network (PSN) has rules to ensure that every player has a safe and enjoyable experience. A violation of the Community Code of Conduct under the Terms of Service can result in a suspension – or in extreme cases, a permanent ban – of a PSN account.

In short, suspensions are temporary, while bans are final. All decisions on bans and suspensions are the result of a thorough investigation by Sony moderation staff and cannot be disputed. It’s important to identify the reason behind this decision before you proceed.

Identify the cause for a suspension or ban

If your PlayStation system or PSN account has been suspended or banned, an error code will show when you try to sign-in to PSN. A breach of the Sony Entertainment Network (SEN) Community Code of Conduct can result in an account suspension or ban. If this is the case, you will receive an email informing you of the specific cause of the decision. The notification email will be sent to the email address that is your Sign-In ID within 24 hours, and contains information on:

  • whether you have been temporarily suspended (and for how long) or permanently banned;
  • the reason for the suspension or ban of your account; and
  • the date that the suspension or ban became active.

You can also check this list of error codes to identify the error code that appears when you try to login to PlayStation Network.

What to do if your PSN account is suspended

If your account is suspended, you won’t be able to sign in to PSN on any PlayStation system or device to access your games or other content.

An account suspension is temporary, and may be caused by a violation of the Community Code of Conduct or by an unpaid debt on your account.

You can pay off a debt on your PSN account using Wallet Top-Up Voucher Codes, just as you would buy a top-up for a prepaid mobile phone. Visit a major retailer to buy PSN Wallet Top-Up Cards of sufficient value to cover the amount owed, and then contact customer support to lift the suspension.

There is a debt on my account, but I didn’t buy anything

If you've requested a chargeback from your bank because a child family member has created a PSN account using your payment details and has purchased a product such as a game or a subscription service, this has caused a failed transaction and incurred a debt on your account – which resulted in a suspension.

If you suspect that your account might be compromised, we recommend changing the password of your PSN account. If you think a child may have made purchases on your account, check out our article on PSN purchases and refunds.

Setting PlayStation parental controls

It’s easy to set limits on the play time, spending, and game access of players under 18 with Family Management account settings. This gives child accounts a default spending allowance of £0. Find out how to set up Family Management so the whole family can have a safe and responsible experience on PlayStation.

What to do if your PlayStation system is suspended

If your console has been suspended, no one will be able to sign in to PSN on that system. This means that the console cannot be used for online gaming or to access PlayStation Store. However, you will be able to access your account, content and subscription services from another console, provided your account has not also been banned.

What to do if your PSN account is banned

A ban means that you will not be able to use your account at any point in the future. You will no longer have access to the content, subscriptions, or trophies associated with the account. The value of products on the account, such as subscriptions or Wallet funds (used or otherwise), will not be refunded. This is in line with the SEN Terms of Service.

A ban is the result of a thorough investigation by Sony moderation staff in response to the most severe behaviours, and the decision cannot be disputed. Customer Support will not enter into discussion on the decision, beyond informing you of the general reason for the ban as stated in the notification email.

What to do if your PlayStation system is banned

If you’ve bought a second-hand console and you can’t sign in or connect to PSN, your PlayStation system may be banned. Unfortunately, the ban cannot be removed nor reversed and you will have to contact the retailer for help.

To avoid buying banned consoles, we recommend only purchasing new PlayStation products from trusted retailers.

For more information on your account and security, we recommend reading our support articles on how to protect your account with 2-Step Verification and what to do if your account has been compromised. You can also visit the main PlayStation support website to find out more.