Which route is yours?
Choose how far the seller got. Each route starts on PlayStation's or Microsoft's own pages, never through the person who contacted you.
I gave the “recovery agent” my password and a two-step code.
- Change your email password first
- New platform passwords, two-step on
- Sign out everywhere 24h
Microsoft's Sign out everywhere can take up to 24 hours and does not cover an Xbox console, so sign out on the console itself too. On PSN, use Sign Out on All Devices in Account Management.
Your route, step by step
Choose how far the seller got. Each route lists the platforms' own steps and where it waits.
What no seller can do
An unban or recovery seller has no power the account holder lacks. On PlayStation, moderators review reports and decide on action, and appeals go through PlayStation's own form. Xbox Support says its customer support can't assist with suspensions or enforcement actions. Microsoft says its support agents are not allowed to send password reset links or access and change account details. In PlayVault's view, a seller can take only your money and whatever sign-in details you hand over.
| Question | Official route | Paid seller |
|---|---|---|
| Who starts it | You, on PlayStation's or Microsoft's own site | Usually the seller, by message |
| Inside access | Microsoft says its agents aren't allowed to send reset links or change account details | Claims a contact at Sony or Microsoft |
| What you hand over | Ownership details, typed only on the platform's pages | A fee, then your password and codes |
| Payment | Microsoft says it never asks for support payment in gift cards or crypto | Gift card codes or crypto, upfront |
| Time limit | PSN appeals: permanent suspensions from the last 6 months | “Any time, any case” |
| Outcome | Neither PlayStation's appeal page nor Xbox's case review page names a review time | A guaranteed date |
If you already paid or shared your details
Lock the seller out first, then deal with the money. The phishing guide has the same lockdown order in more detail.
- Change your email password. PlayStation lists this first when an account change wasn't yours. If you can't change your sign-in method afterwards, contact PlayStation Support.
- Change your platform passwords and turn on two-step verification. Microsoft advises changing every password the seller saw, and anywhere else you reused it.
- Sign the seller out. On PSN: Account Management → Security → Sign Out on All Devices On Microsoft, it can take up to 24 hours and skips the Xbox console, so sign out on the console as well: account.microsoft.com → Advanced security options → Sign out everywhere → Sign out
- Pay nothing more and call your bank or card issuer. A “release fee” or “second payment” is the same scam continuing. Microsoft suggests contacting your card or bank company to alert them to possible fraud.
- Report the seller's messages. On PS5: Game Base → Messages → highlight the message → Options → Report In the PlayStation App: Chats → press and hold the message → Report Message
- Report lost money to local police. Microsoft's advice for scam losses is to report them to local law enforcement; keep the receipts and chat screenshots.
- Check whether you can appeal, and do it yourself. The appeal rules are below. A seller cannot file anything you couldn't.
Who decides on an appeal
What PlayStation's pages say: its appeal form covers a permanent Code of Conduct suspension from the last 6 months that you have not appealed before. PlayStation lists account-debt suspensions separately: it says they are lifted once you have paid off the balance.
On Xbox, the route is Xbox Support's case review. Xbox device bans aren't eligible for it, and Xbox customer support can't assist with enforcement actions, so there is no private channel to buy into. The Xbox case review guide and the PSN suspension guide cover both in full.
Red flags in an unban offer
Microsoft says it doesn't send unsolicited messages asking for personal or financial information, and that it will never ask you to pay for support in gift cards or crypto. PlayStation tells players never to share account details with anyone else, and never to scan a QR code sent by another person, even one that claims to help you get into your account.
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When the usual route won't work
- Your permanent PSN suspension is older than 6 months. PlayStation isn't accepting appeals for it, and no seller can change that.
- You already appealed once. PlayStation's form is for suspensions you have not previously appealed.
- Your console is suspended. PlayStation's terms say the console can't reach its services at all, not even from a newly created account, so a “fresh account” trick doesn't work.
- Your Xbox ban is a device ban. Xbox Support says device bans aren't eligible for a case review.
- The seller turned off your 2-step phone. On PSN, use one of your 10 backup codes; each works once: Account Management → Trouble Receiving Code? → Sign In Using a Backup Code
- Two-step is on for Microsoft and no method is left. Microsoft says “we cannot help you, sorry.” Check every old phone, email and saved code first.
- Microsoft's recovery form was declined. You can send it up to 2 times a day. Before you try again, Microsoft points you to its guidance on improving your chances.
Questions about unban and recovery services
Can anyone unban a PSN account for money?
Not a seller, in our view. PlayStation says its moderators review reports and decide on action, and the appeal route it lists is its own Appeal a permanent suspension form: one appeal, by you, for a permanent Code of Conduct suspension from the last 6 months.
Does Xbox have staff who can lift a ban privately?
Xbox Support says its customer support can't assist with suspensions or enforcement actions and doesn't have access to enforcement details. Its case review is the listed route, and device bans aren't eligible. Microsoft also says its support agents aren't allowed to send password reset links or change account details.
A recovery agent says they work with Sony. How can I check?
Check PlayStation's own pages, not the agent's word. PlayStation says its moderators review reports and decide on action, its appeals go through its own Appeal a permanent suspension form, and it tells players never to share account details with anyone else. In our view, someone who asks for your sign-in is not part of that route.
I gave a seller my password. Is my account lost?
Not necessarily. Change your email password first, then your platform passwords, and turn on two-step. If you're locked out, use PlayStation's Recover Your Account, or Microsoft's Sign-in Helper before the recovery form. With Microsoft two-step on and no method left, Microsoft says it cannot help.
Can I get my money back from an unban seller?
Contact your bank or the gift card company quickly and keep the receipt. Microsoft also advises reporting lost money to local law enforcement. PlayVault can't promise any outcome.
Will a new account get around a PSN console suspension?
No. PlayStation's terms say a suspended console can't access its services at all, not even from a newly created account.
Can a seller shorten a temporary suspension?
Not in our view. PlayStation's appeal page says it is not accepting appeals for temporary suspensions. Check the details in your notice email or in My Support and wait it out.
Should I scan a QR code a recovery agent sends me?
No. PlayStation says never to scan a QR code sent by another person, even if they claim it will help you access your account.
Sources
- PlayStation: How to appeal a permanent suspension on PlayStation Checked October 2026
- PlayStation: Suspensions on PlayStation Checked October 2026
- PlayStation: How to recover your account for PlayStation Checked October 2026
- PlayStation: Help with 2-step verification issues on PlayStation Checked October 2026
- PlayStation: How to use security best practices on PlayStation Checked October 2026
- PlayStation: How to make a report on PlayStation Checked October 2026
- PlayStation: PlayStation Terms of Service Checked October 2026
- PlayStation: Phished (compromised) accounts and unauthorized charges Checked October 2026
- PlayStation: How to sign in and out of PlayStation Checked October 2026
- Microsoft Support: Help with the Microsoft account recovery form Checked October 2026
- Microsoft Support: How to sign out of your Microsoft account everywhere Checked October 2026
- Microsoft Support: Protect yourself from phishing Checked October 2026
- Microsoft Support: Protect yourself from tech support scams Checked October 2026
- Xbox Support: How to submit a case review Checked October 2026
Verified October 2026 against the PlayStation, Microsoft and Xbox support pages above. Xbox Support's pages load by script, so we read them in a browser; this page repeats only what its case review page says.