Which charge is yours?
Choose what you see in your account. Each route starts in your own Transaction History, and each ends somewhere different.
There’s a game in my Transaction History that I never bought.
- Find it in Transaction History
- Leave it undownloaded
- Request Refund in Transaction History 14d
- Contact PlayStation Support
PlayStation’s policy lets a game or add-on be cancelled within 14 days of purchase if it hasn’t started downloading or streaming. If someone else bought it, contact PlayStation Support about the charge as well.
Your route, step by step
Choose what you see. Each route lists PlayStation's own steps and where it waits on Support.
Six steps from surprise charge to locked checkout
Work through them in order; the first two tell you which of the later ones matter. You need to be signed in to your own account. If the password or sign-in ID was changed and you can't get in, recover the account first.
- Open Transaction History. It is the place PlayStation points to for finding the cause of unfamiliar charges. By default it shows the past two years. On PS5:Settings → Users and Accounts → Account → Payment and Subscriptions → Transaction HistoryOn PS4 it sits under Wallet:Settings → Account Management → Account Information → Wallet → Transaction History
- Match it against PlayStation's checklist. Note the item, the date and the account. PlayStation asks you to rule out a recurring subscription fee, a child family member using your payment details, a card charged twice, and other accounts linked to the same payment method. For a game you don't recall, check Transaction History for a pre-order payment.
- If it wasn't anyone you know, secure the account. If a message changed your account email, change the password on that email account first, then your PSN password. PlayStation says changing your password also signs out consoles you can't reach. Then sign everything else out from Account Management on the web:Account Management → Security (left sidebar) → Sign Out on All Devices
- Contact PlayStation Support. PlayStation's page on unrecognized payments asks you to check your transactions and the common reasons first, and ends with a link to contact Support. Its security page asks you to contact Support as soon as possible if you've noticed suspicious activity on your account. Have the dates and transaction details from step 1 ready.
- Ask for a refund where an item is eligible. For a game or add-on that hasn't been downloaded or streamed, a request can be made within 14 days of purchase.Transaction History → select the transaction → Request Refund
- Lock the checkout. Turn on the checkout password, so the next purchase asks for your password. On PS5:Settings → Users and Accounts → Account → Payment and Subscriptions → Purchase Settings → Require Password at CheckoutOn PS4:Settings → Account Management → Account Information → Wallet → Purchase Settings → Require Password for Purchases → YesIf you sign in with a passkey, PlayStation says the checkout password isn't available, so remove cards you don't need saved; spending limits apply only to child accounts. To remove a card on PS5, choose the payment method, press the options button and select Remove.
Refunds and the waits
Whether money comes back depends on what was bought, not on how upset the charge makes you. The store policy sets the standard route; a charge you didn't make goes to PlayStation Support as well.
Does the standard refund route fit this purchase?
What was bought?
Choose what was bought to see which route fits.
It checks the conditions PlayStation's refund page lists. Nothing you choose leaves this page, and PlayStation Support makes the decision.
| What was bought | What PlayStation's policy says | Your first step |
|---|---|---|
| Game or add-on, not downloaded | Cancellable within 14 days of purchase | Request Refund, then report if it wasn't you |
| Game or add-on, already downloaded | Standard cancellation no longer applies | Report it to PlayStation Support |
| Wallet top-up | Can't be cancelled; non-refundable | Report it to PlayStation Support |
| Pre-order | Depends on when payment was taken | Check the payment date in Transaction History |
| A child's purchase | Monthly spending limit is 0 by default | Set the limit back to 0, then contact Support |
Pre-orders have their own rule. If payment was taken more than 14 days before release, you can cancel any time before the release date; if it was taken 14 days or less before, you have up to 14 days after payment. The policy counts a pre-load of the main part as a download, and downloads happen automatically if Automatic Downloads are on.
Your bank and chargebacks
Sony doesn't publish advice on blocking or replacing a card; that is between you and your bank. Be careful with a chargeback for the purchase itself. PlayStation says a chargeback can indicate suspected fraud or account takeover, so it suspends the account or console to protect it while it investigates. If the purchase was yours and there was no lawful reason for the chargeback, the suspension lasts until the debt is repaid. Our guide on PSN suspension after a chargeback covers that route.
Messages about your refund
A message offering to sort out your refund is a reason to slow down: request eligible refunds only from your own Transaction History, and follow PlayStation's advice never to share your account details with anyone else. The patterns these messages follow are in our guide to phishing aimed at PlayStation and Xbox owners.
When the usual route won't work
- The purchase is older than 14 days. The standard refund request no longer applies; contact PlayStation Support about the charge.
- It was a wallet top-up. PlayStation's policy says funds added to the wallet are non-refundable, so only Support's review of the unauthorized charge remains.
- You sign in with a passkey. PlayStation says the checkout password isn't compatible with passkeys, so remove cards you don't need saved. Spending limits apply only to child accounts.
- A child bought it. The checkout password doesn't apply to child accounts; their monthly spending limit is the control, and it starts at 0.
- Someone added funds with your card. The checkout password doesn't apply when you fund your wallet either, so remove cards you don't need saved.
- The refund was approved but hasn't arrived. PlayStation says a refund may take 30 to 60 days to arrive.
Questions about unauthorized PlayStation Store charges
Where do I see what was bought on my PlayStation account?
In Transaction History: on the web through account management, on PS5 under Payment and Subscriptions, on PS4 under Account Information → Wallet, or in the PlayStation App. It shows the past two years by default.
Can I just request a refund from Transaction History?
For eligible items, yes: select the transaction and choose Request Refund. The standard conditions are that the content hasn't been downloaded or streamed and the request is made within 14 days of purchase. A charge you didn't make at all should also be reported to PlayStation Support.
Someone added funds to my wallet with my card. Is that refundable?
PlayStation's store policy says a wallet top-up can't be cancelled and the funds are non-refundable, so there is no routine refund. Contact PlayStation Support about it; the outcome is theirs to decide and isn't guaranteed.
Should I file a chargeback with my bank instead?
Contact PlayStation Support about the purchase first. PlayStation says a chargeback leads it to suspend the account or console while it investigates. What your bank does about the card itself is between you and the bank.
Where does the money go if a refund is approved?
Where possible, to the payment method used for the purchase; otherwise PlayStation credits the amount to your wallet. It may take 30 to 60 days to arrive.
Why can't I turn on Require Password at Checkout?
PlayStation says the checkout password isn't compatible with an account that has passkeys set up. Remove the cards you don't need saved; spending limits are a control for child accounts only, not for your own adult account.
Does removing a card from one console remove it everywhere?
Yes. PlayStation says that when you delete payment details on one device, they are deleted from all devices linked to the account.
How do I stop this from happening again?
Turn on Require Password at Checkout if you don't use a passkey, and remove cards you don't need saved. If you manage a child account, keep its spending limit at 0 unless you set an amount on purpose. The checkout password doesn't cover child accounts or adding wallet funds. For family settings, see family accounts and spending limits; for a renewal, see PlayStation Plus billing problems.
Sources
- PlayStation: Phished (compromised) accounts and unauthorized charges Checked October 2026
- PlayStation: Check your PlayStation Store transaction history Checked October 2026
- PlayStation: PlayStation Store cancellation policy Checked October 2026
- PlayStation: Request a PlayStation Store refund Checked October 2026
- PlayStation: Require a password at checkout Checked October 2026
- PlayStation: Account security best practices Checked October 2026
- PlayStation: Parental controls and spending limits on PS5 Checked October 2026
- PlayStation: Account suspension and account debt Checked October 2026
- PlayStation: Sign in and out of PlayStation Checked October 2026
- PlayStation: Add, remove or change a payment method Checked October 2026
- PlayStation: Deactivate a PlayStation console Checked October 2026
Verified October 2026 against the PlayStation support and policy pages above (US English). Store policies and menu names can differ by region.