Article ID : 00155053 / Last Modified : 17/04/2024Print

Creating a My Sony Account: Tips and Troubleshooting

    This comprehensive My Sony guide provides helpful tips on how to create an account, troubleshoot login issues, register a Sony product, update your personal details, access the Sony Community, and more.


    Table of contents: 


    Creating a My Sony account 

    1. First, go to Sony Europe's product registration website. After selecting your country from the list, you'll be redirected to the My Sony login page (illustrated below).
    2. Click on the Create account tab. You can sign in via your email address or social media accounts (e.g. Google, Facebook).


       

    Register via email 

    1. Fill in your details.
    2. Choose and confirm a password.
    3. Set up your email preferences.
    4. Confirm that you have read the Terms and Conditions.
    5. Verify your email address. You can also select [Do this later] to complete this step at a later time. You'll be prompted to log out of all devices to protect your security.
      • Note: You won't be able to access your account until you verify your email address.
    6. You'll receive an email with an activation link. To complete the registration, open the email and click [Activate account].
      • Keep in mind the activation link will expire in 72 hours. If it does, you'll need to request another activation link.
    7. Once you complete step 8, return to the Verify Your Email Address screen and select [Already Verified]. You'll be redirected to the My Sony login page.
       

    Register via social media 

    If you're using a social media account to create a My Sony account, you may need to verify your identity first (e.g. a code sent to your mobile phone). The page will automatically refresh and you'll be prompted to complete your registration.

    Follow the steps below to create your account:

    1. Provide your date of birth.
    2. Choose your email communication preferences.
    3. Personalise your settings.
    4. Confirm that you have read the Terms and Conditions.
    5. Select [Create account].


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    Benefits of having a My Sony account 

    Once you create and log in to your account, you'll arrive at the My Sony homepage. From here you can:

    • See your Sony products and register a new product
    • Update your account details and communication preferences
    • Connect with the Sony Community
    • And more

    You can also access these tabs by clicking on your name at the top of the homepage and selecting the relevant topic(s) from the drop-down menu:


     

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    Access the online Sony store (e.g. register for promotional campaigns, etc.) 
     

    To view the online store, click the  icon and select [Store] from the drop-down menu.

      You'll have access to a variety of store benefits with your My Sony account, including:

      • An extensive catalogue of Sony products
      • Special campaign offers, deals, and discounts 
      • Extra warranty on selected products when registering that particular product (not available in all countries)


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      I'm having issues logging in to my account 

      If you're having trouble signing in to your account, there may be an issue with your login details, personal details such as your date of birth, or the regional website you're using to log in.

      Refer to the troubleshooting steps below (click or tap a topic to jump to the relevant section):


      My email address or password is invalid 

        Image states: 'Sorry, this is an invalid email address or password. This user account will be locked after multiple failed attempts.'

        Check if you’ve entered your registered email address correctly:

        • Please ensure the email address you entered is the one linked to your My Sony account and isn't mistyped.
        • Check your Spam folder.
        • If you previously created a My Sony account and did not verify it via email within the specified timeframe (72 hours), you won't be able to use that account. Remember that this applies to all Sony services.
          • Follow the steps below to recover your account:
            1. Log in to this unverified account.
            2. Resend the activation/verification link.
            3. Activate your account via email.

        You can link your My Sony account to your other Sony accounts (e.g. PlayStation Network) and use the same email address to log in.


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        I get an error message 

          If you receive any of the following messages:

          • The page you requested could not be found.
          • Not all the fields have been entered correctly.
          • An authentication error has occured.
          • Sorry! We are experiencing temporary technical problems.
             

          It could be due to one of the following reasons:

          • The email address you're using to log in isn't registered to an existing account.
            • In this case, you can try creating a new account using that same email address.
          • Your date of birth (DOB) wasn't registered properly during the previous account creation attempt.
          • You exceeded the maximum CAPTCHA attempts available to verify that you're not a robot (e.g. Select all images with ...).
            • You can re-type or paste the My Sony URL into the web browser and try again.
          • Your password may need to be reset.
          • The system is experiencing a technical issue. 
            • Please allow time for the system to refresh and try again later.


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          My account is linked to a different country/region 

          Your My Sony account and email address are linked to a specific country. If you attempt to log in from a region other than the one your account is linked to (e.g. You have a Belgian My Sony account but are using the UK site), you'll be given the option to stay on the current page or go to the country website where your email address is registered.

           

          Note: It's not possible to register the same email address for more than one region.

          You can either:

          • Go to the country website where your account is linked to and log in there (e.g. Belgium My Sony).
          • If you really want to access a different regional page (e.g. to purchase a product online, submit a cashback claim, etc.), you can:
            • Create an account for that region using a different email address.
            • Delete your original account and create a new account on the country website of your choice. You can then use the same email address as before.

          After signing in to your account, you’ll be able to register your Sony product(s).


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          How to reset your password using the 'Forgot your password?' function 

          Before you start:

          • Please check that you have an existing account if requesting a password reset as our system won't display an error message if you enter a non-registered email.
          • For customers with a Hotmail or an MSN email address, it’s not possible to reset your password. You’ll need to create a new account.

          You can reset your password by performing the following steps:

          1. Go to the My Sony Sign in page and select [Forgot your password?].  


             
          2. Enter the email address you used to register.
          3. You'll receive an email with a link to reset your password. Click on the link.
            • If you didn't receive an email, please check your Spam folder. Otherwise, try to resend the link or wait 24 hours and try again.
          4. Select a method to verify your identity (e.g. phone number, date of birth, etc.).
            • Our system immediately prompts you to contact support if you get one of the above options wrong. Keep in mind that you can still try the remaining options.
          5. Enter your new password and select [OK].


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          PlayStation Network (PSN) users: I can't log in to my account using my sign-in ID (email address) 

          For login issues associated with an invalid or inaccessible email address, please refer to this support article:

          PlayStation Network (PSN) users: I can’t log in to my account using my sign-in ID (email address)
           

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          My Sony account is locked 

          If your My Sony account is locked, you’ll see the following message:

          The maximum number of failed login attempts has been reached. Your account will be locked for 120 minutes to protect your security.

          Follow these steps to unlock your account:

          1. Wait 120 minutes.
          2. Re-enter your password.
            • Make sure the Caps Lock or Num Lock on your keyboard are not interfering with how you enter your password.

          You can also just reset your password by using the 'Forgot your password?' feature. 


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          How to register a product in My Sony 

          1. Go to Sony Europe's product registration website.
          2. Select your country from the list.
          3. You'll be prompted to sign in or create an account.

          Once logged in to your My Sony account, you can then begin your product registration.

          Refer to this article for more details: How to register a product in My Sony. It offers a helpful guide and troubleshooting tips for:

          • How to register a product
          • How to use the express registration function
          • What to do if you can't find the product you want to register


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          Making changes to your My Sony account 

          1. Log in to your My Sony account.
          2. Go to My Account Details in the left-side menu.
          3. Proceed with updating the fields concerned.
          4. Continue scrolling down to update personal details such as your:
            • Basic account information (name, date of birth, home address, etc.)
            • Sign-in ID (email address) 
            • Password
            • Security settings (e.g. 2-Step Verification)


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          Update your email address/password 

          1. Go to My Account Details.
          2. Scroll down to Change Email or Change Password.
          3. Select the blue [Update] button.

          Update your sign-in ID (email address)

          Update your password


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          Update your communication preferences 

          1. Go to Communication Preferences.
          2. Select [Subscribe] or [Un-subscribe].

          After updating your preferences, you'll receive a confirmation email.


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          Enable 2-Step Verification 

          To add an extra layer of security, you can choose to receive a verification code via text message or an authenticator app while logging in to your My Sony account. You can change this setting anytime by following these steps:

          1. Go to My Account Details.
          2. Scroll down to Change other security settings.
          3. Select the [Update] button.
            • On the next screen, you'll see options for updating your sign-in ID (email address), password, security question, mobile number, and 2-Step Verification settings. You can also sign out of all your linked devices.
          4. To enable 2-Step Verification, click the [Edit] button on the bottom right side. For security purposes, you'll be prompted to enter your login details on the next page (i.e. sign-in ID and password).


             
          5. When asked how you want to receive the verification code, select the [>] icon for Text Message or Authenticator App.


             
          6. Follow the on-screen instructions:

          Text message verification

          Authenticator app verification


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          How to sign in using a backup code for text message or authenticator app verification 

          If you can't receive the 2-Step Verification code by text or your authenticator app isn't working, you can still sign in using a backup code.

          After entering the verification code and selecting [Verify], you will receive 10 backup codes.

          Keep in mind the following:

          • You can use each backup code only once
          • You can use these codes for both text message and authenticator app verification.
          • We recommend you write the codes down or take a screenshot of them. You can also choose to save the backup codes for future use.

            Note: The codes listed below are only an example.


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          Accessing the Sony Community 

          You can find more information related to your product(s) in the Community hub.

          1. From the My Sony homepage, go to the Community tab. You can also visit the Sony Community page directly:
          2. Select [Sign in] to log in via your My Sony account, or [Register] to create a new one.
          3. You'll be prompted to complete your My Sony account registration on the next page.

          As part of the community, you'll have access to:

          • The product forum and general chat
          • Tutorials and FAQs
          • Competitions
          • Photo and wallpaper galleries
          • And much more


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          How to link My Sony with other Sony service accounts 

          If you have an existing account with a different Sony service, you can log in to My Sony with your other account details. You'll then receive a prompted message asking you to upgrade your account. You might have to provide some additional information before completing the upgrade. Vice versa, once you've created a My Sony account, you can use your sign-in details to log in to other Sony Services.

          Notes:  

          • To link accounts, the email address registered for each account must be the same.
          • Services may not be available in all countries/regions. 

          Services available from Sony Europe

          Services available from other Sony group companies


          Please refer to this page for more details: Linked accounts for Sony services.


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          How to delete your My Sony account 

          We would be sorry to see you go, but you can remove your account by following these steps:

          1. Log in to your Sony account.
          2. Go to My Account Details in the left-side menu.
          3. Scroll to the bottom of the page and select the red [Remove account] button.

             
             

          This will close your account for My Sony and our online Community.

          Note:  Your linked account(s) for other Sony group services won't automatically close as they are managed by different Sony group companies. If you also wish to close these accounts, you'll need to contact the relevant Sony group company separately.


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          Sony Privacy Policy 

          For more on how we collect and use your personal information, how we protect it, and how you can contact us, please visit the Sony Privacy Center.

          This page offers:

          • A detailed explanation of the privacy policy
          • An overview of the cookie policy and how to set your third-party preferences
          • Answers to your Frequently Asked Questions
          • A glossary of common privacy terminology

          To submit an Individual Rights Request, go to the Contact Us section of the Privacy Policy page and click the first link to access the online web form. You'll need to submit your request via this portal to ensure we can verify your identity and the validity of your request.


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