Email Password Reset Notice

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Some of you have mentioned that you have not received your password reset emails. With the huge number of people coming back online at the same time and resetting their passwords, it is creating significant email traffic to ISPs. The consequence is that some of the ISPs are throttling the emails.

We are currently trying to resolve this, but in the meantime please be patient and refrain from submitting multiple requests. You will receive you reset email and be able to get back to enjoying your online gaming.

We’re currently experiencing an extremely heavy load of password resets, so we recently had to turn off services for approximately 30 minutes to clear the queue.

If you’ve requested your password reset, please give it a bit of time to reach your email.

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5 Author Replies

  • Thanks for the update.
    I can see that Sony has learnt from their mistakes, and I have noticing that you are updating us better and more consistently than before, and I for one say thank you.

  • psn offline again? [DELETED]

  • Thank you, but why is the PSN statu is “OFF” here ?

  • i whas loged in but ive logedout and can’t login again whay ????

  • Still announcing the reward program details or whatever it is today?

  • please guys details details !! you said there would be a post “in a few hours” about the welcome back programme , guys c’mon please tell us

  • gh000000000stman

    Nick, lot of comments on your previous post and on twitter from people worried they will not be able to access their accounts within the window of time given by email support (usually a 3 hour window by most accounts), whether because they haven’t had their email yet, or because they can’t get on to the system. Would probably ease a lot of angst if you could clarify what they should do, or what will happen if for any reason this is the case, and if ISPs are throttling emails, it will likely happen to many people. People don’t generally mind waiting, but they don’t like worrying.


    • Great question.  The behavior is as follows:

      -Password reset emails are good for 24 hours.

      -We do not control the length of time the email delivery will take, this is dependent on the ISP.  For some it may be instant or take a few hours, for others it could be more than a day.  (we see some emails with an age of 20+ hours already).

      -If the consumer gets an email from us after 24 hours from the time they did the initial reset, the link will be invalid.  They will then need to go through the password reset flow once again to get a new link.  Hopefully the issues will be resolved by then.

  • pllllleeeeaaaasssseee welcome back programme details !!!

  • who really care about the welcome back program? how about they get psn up and running… PROPERLY! im logged in but i cant play anything.

  • Just wondering if the new security features can impact on the running of any games. I tried to log in to GT Mode on GT5 and when it went to check the server for announcements or whatever it does, the game hung and I had to quit out to the XMB.
    I don’t know if this has anything to do with the revisions but maybe you could shed some light onto whether this was related or I was just unlucky.

    Thanks, SP

    • The security measures should have no effect on your game. I would expect it to be due to the huge number of people across the globe trying to access PSN at the same time.

  • I have an account under the name oshnoritsu, I want to change that password, but it is suspended. Can you offer any help please?

  • right i need some help here

    i updated to 3.61

    signed in

    changes password

    played blackops online

    played fifa 11 demo got kicked offline

    now cant sigh back in ??? why ????

  • PSN was back up working fine and after signing out and back in it’s down again with that same “undergoing maintenance” comment.

    Due to heavy traffic or more problems?

    Good luck on getting it all resolved carefully and efficiently.

  • @13 (Onikage878): You’ll need to wait for the suspension to be lifted, if its a permenant ban though you’ll be best calling customer services for advice on what you can do.

  • Online, offline, online again, it’s a madnesssss
    And when will ps store be back up please Nicky?

    • PSN will be back up very soon. We’re just ensuring we have enough capacity to deal with the huge numbers of you all accessing it at the same time. As you can imagine, this is unlike anything PSN has experienced before.

  • @16: The store is in the second phase of the restoration and all that’s been said is “soon” and before the end of May. Whether that’s the case we’ll need to wait and see I suppose.

  • Hi all,

    Well, I am back online and the password change went A-OK. Even received the confirmation email quite quick. I have signed up for Lovefilm, even that was working fine. Will try online gaming tomorrow.

    Well done to you guys for resolving the issue, we greatly apprecuate your hard work and keeping us updated throughout the fiasco. Hopefully everything will return to normal pretty soon, ups and downs always happen and people normally tend to remember the downs, one little thing shouldn’t put us off. Playstation had given us loads over the years, so one small problem doesn’t really matter.

    Well done again.

    Thank you

    Kind Regards


  • to be honest over the last 2-3 weeks that the psn has been down i havent missed it. for 3 reason’s. 1/ it was something sooner or later was going to happen because SONY NEVER LISTENS TO CUSTOMERS!!!
    2/ the stress of online gaming when you try to play a game and all you get are hackers!/cheaters/glitchers! was getting me down. 3/ everytime sony was contacted in london all the tech support would say and i quote!! (when you buy a ps3 and take it home if you hack it or cheat on it or modify in anyway its not our problem what

  • user’s do with the console!!! and then not long after being told about the hackers and cheats in games. —>down went sony. BECAUSE YOU DONT @@@@@@ LISTEN!!!! so many times of calling london and only to get look m8 p’ss o” we dont care what they do. contact EA let them deal with it. or Dice its there game!! but the hackers go through your servers why wont you stop them. not our problem says the tech in london.. mmmm no point in calling if you dont care anymore.. hence ive unpacked my ps3 again installed ur update 3.61 waiting so i can update my last 2 email address’s via email then its going back in its box and back in the cupboard till next update comes out. no point playing on a server that dosn’t give a sh’t.. :(

  • Nick cheers again for gettins us back online.
    what is this i heard about FREE games for us ?
    how will we get them ?
    what titles ?
    will MAG be one of them.please let us know 1 title

    cheers from Bony Cold Scotland !!!!!

    • Apologies guys, but it looks like there has been a slight delay in finalising the welcome back programme and it should be tomorrow when we can share the details with you.

  • NikeJustDoItNike

    Just be glad its online, I am! We all knew there would be problems when it come back up, give sony TIME

  • no prob nick cheers anyway
    was hoping for MAG
    lol worth a try anyway !!
    wen will psn be back online in UK m8 ?
    was online then back offline



  • My PS3 keeps crashing since i updated-presumably this is a traffic problem-are we to expect a number of outages as you iron out all the bugs-and also i noticed that my card details are still on my account as ive had no problems can i still use those details on the store?

  • I can finally login again. Why does my cookies keep going when the maintenance problem?

  • I can’t log in at the moment. But early this evening I could.

  • have done my update and password had confirmed by email but still can n ot play WHY

  • Hey Nick
    Whats up with all my trophies gone missing?
    They did not synchronize when i logged on today.
    So i only have the trophies that i’ve collected while PSN was down..
    But for some reason i do have the BFBC2 trophies, but they “synchronized(suddenly appeared)” long before PSN got back up..
    I’ve had my PS3 on service, and ofcourse, i didn’t get the same PS3 back but a new[empty] one.. So my trophy list is gone.. ..
    ..except bfbc2 and the ones ive collected offline during psnshutdown, as said..
    Does anyone else have the same problem? e.g. if u formatted your PS3 while psn was down..

  • i think the 30 mins are up…
    whats going on Nick?

  • psn is off again =(

  • flavourexplosion

    omg Sony make up your mind its was offline for like 3 weeks now back on for a day then back on for 30 minutes but an hour already passed D: i just hope that no more problems happen after this last update :P

  • i need to know whats going on….im so confused nick..please fill in with ur answer

  • yeah i had psn for aa little bit but then it shut off thats kinda stupid

  • hope its back by 12

  • WOW I stoped playing blackops went to the main menu now i cant play!

  • It’s always in the situation you NEED info, you don’t get info from Sony. Strange eh? This is not simply balancing network load as the Americas and Europe are confirmed offline. That is…well..almost the entire PS base. So, for once, stop lying and tell us the thruth that you are attacked again (or still, whatever applies) and that you are dealing with malignant software agents throughtout the network and you cannot deal with them? So, where are the replies now? Nick? Anyone?….thought so.

  • flavourexplosion

    [DELETED] it says psn is “on” but when i sign in it says “off”

  • Calm down guys. The whole world wants PlayStation Network. Expect server traffic.

  • have been disconnected now cant log back in, interesting.

  • flavourexplosion

    thnk u psn bak online YUISHHSHSHS

  • PL4Y-5T4T-10NN

    Have some voucher codes, while PSN is down :D

  • @Jazzy: The whole world is nearly Europe and The Americas, looking at the install base of PS3. Both are offline as is Australia. This is not some traffic balancing by switching some territories off. Because then you wouldn’t switch everyone off, would you? Also the light is green on top of the site. It shoud be red. Again.

  • Yeah it’s online, for now…

  • have just logged back in, be persistent guys, youll get there.

  • Its Back!! WOOT!!

    Thanks Sony :D

  • Thank you, Sony.

  • I could only just get back in, so I’ll take this time to say QUIT taking it down.

    We only just got it back, I can assure you that you wont help your server load by disconnecting only to have masses rejoining…

  • its back on again in Australia . wooooooohooooooo

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