Support NeoGAF

[Hakiroto]

Hi, everyone,

I just tried to change my PlayStation online ID, logged in via the website, and it said I need to contact Customer Support to change my online ID. I just did that and, after waiting 30 minutes to talk to somebody, was told that my account has some kind of account protection on it to prevent unauthorised access. I answered some security questions but apparently this still didn't help. The guy said he can't see why there's the lock and can't change my ID himself, despite the website telling me they'd be able to. I have a long, complex password, two-factor authentication, a mobile number attached to the account, and haven't changed address or any PS-related things for quite some time.

I tried to find out what I could possibly do to remove this lock, seeing as I have access to everything else already, and he said there's nothing I can do other than check my network for viruses and change my password.

Any ideas? It's obviously not a big deal but it's pretty frustrating not being able to change my online ID due to an issue on their end that they're basically saying they don't know anything about.

 

[Soodanim]

Get them to escalate it if they think there's a non-standard flag on your account. Something might have gone wrong somewhere.

 

[Hakiroto]

Get them to escalate it if they think there's a non-standard flag on your account. Something might have gone wrong somewhere.

Hey. Thanks for the reply. I tried a bunch of things with the guy I spoke to and he just kept trying to end the chat. I'll open another and try again, I guess, asking for escalation when it gets to them saying there's nothing they can do.

 

[p_xavier]

My JP account was lost for something similar and never got access back. Fuck that shit.

 

[Hakiroto]

Get them to escalate it if they think there's a non-standard flag on your account. Something might have gone wrong somewhere.

Okay, I just spoke to somebody else and got basically the same story, despite also asking for my case to be escalated this time. Here are some of the highlights:

I have reviewed this and, unfortunately, the change online ID feature isn’t currently available on your account and we’re unable to change this ourselves. This doesn’t mean that the feature won’t become available in the future however.

I can understand the frustration, however, it would be due the automated security system and cannot be changed manually. I’m really sorry, I can only recommend trying again in the future as once the feature is available you will then be able to go ahead and change it.

I can certainly pass your case to our specialist team to see if any further details can be provided. However, I cannot guarantee the outcome that would be provided. I’ll now be passing your query on to our specialists, so they can investigate further. As soon as they have an update they’ll be in touch by email.

Please be assured I am escalating your case. Your reference number for today’s query is XXXXXXXXX, you can quote this if you need to get back in touch. I am sorry that I couldn’t resolve this for you now, a member of the team will be contacting you as soon as possible.

Let's see if I hear back.

 

[Soodanim]

Okay, I just spoke to somebody else and got basically the same story, despite also asking for my case to be escalated this time. Here are some of the highlights:

I have reviewed this and, unfortunately, the change online ID feature isn’t currently available on your account and we’re unable to change this ourselves. This doesn’t mean that the feature won’t become available in the future however.

I can understand the frustration, however, it would be due the automated security system and cannot be changed manually. I’m really sorry, I can only recommend trying again in the future as once the feature is available you will then be able to go ahead and change it.

I can certainly pass your case to our specialist team to see if any further details can be provided. However, I cannot guarantee the outcome that would be provided. I’ll now be passing your query on to our specialists, so they can investigate further. As soon as they have an update they’ll be in touch by email.

Please be assured I am escalating your case. Your reference number for today’s query is XXXXXXXXX, you can quote this if you need to get back in touch. I am sorry that I couldn’t resolve this for you now, a member of the team will be contacting you as soon as possible.

Let's see if I hear back.

Hopefully you'll get an actual explanation at the very least. Right now it seems to be "Dunno, and I dunno why I dunno but good luck"

 

[nush]

was told that my account has some kind of account protection on it

That's the reason they gave me when I updated my account to my new credit card as the previous one had expired and Sony refused to accept it. They never fixed it and I had to buy points cards from a 3rd party seller for a couple of years which actually saved me money.

Good work there Sony.

The next new card I had actually worked with no problems.

 

[Soodanim]

That's the reason they gave me when I updated my account to my new credit card as the previous one had expired and Sony refused to accept it. They never fixed it and I had to buy points cards from a 3rd party seller for a couple of years which actually saved me money.

Good work there Sony.

The next new card I had actually worked with no problems.

It baffles me that companies this massive and mature can have systems so shaky. It's absolute bollocks that something essentially unknown stops you changing your card if you have all of the authorisation and no one can/will do anything about it.

 

[Mistake]

That's the reason they gave me when I updated my account to my new credit card as the previous one had expired and Sony refused to accept it. They never fixed it and I had to buy points cards from a 3rd party seller for a couple of years which actually saved me money.

Good work there Sony.

The next new card I had actually worked with no problems.

I never use credit or debit cards if I can add point cards instead. It avoids a lot of this crap, and is also another layer of security. As for psn related problems, I believe the op’s root cause is actually the 2A. After I added it to my account, I had a hell of a time logging in and had to jump through a few hoops on the website instead of going through my system.

 

[EverydayBeast]

Changing names for whatever reason is a big moment I cheered Sony on allowing it after years of not allowing name change.

 

[Enjay]

You're fucked. PlayStation only cares to help well known influencers or people who managed to get a reddit post some traction.

 

[Hakiroto]

Well, my complaint was escalated and that team just emailed me with the following:

Thanks for contacting Playstation Support about your Online ID. Apologies for the delayed response.

After investigating your account, we can confirm the Online ID change feature is unavailable for your account and unfortunately we cannot assist with changing your Online ID.

If you have any other questions, please contact PlayStation Support, and one of our team will be happy to help.

Thanks,

The PlayStation Support Team

What a mess.