Key Takeaways
- Check PSN First: PSN sign-in can fail on your PS5 during an outage, when your account details or two-step verification block access, or when the console can’t reach Sony’s servers. Check status.playstation.com, write down the error code, then try Account Management in a browser.
- Restore PS5 Sign-In: Restart your PS5 and router, update system software, and verify your sign-in email. Check for updated terms (some owners report accepting them clears WS-117178-5), then try a two-step verification backup code, Recover Your Account, a wired connection, or manual DNS.
- Handle Persistent Errors: If PSN sign-in still fails on your PS5, rebuild the database in Safe Mode, avoiding Reset PS5, then check My Support for a suspension or contact PlayStation Support. During outages, play supported digital games with Console Sharing and Offline Play already enabled.
If PSN sign-in failed on your PS5, check status.playstation.com first. Then try signing in to Account Management in a web browser. If PlayStation Network is up and the browser lets you in, start with your console or connection. If the browser rejects your sign-in too, check your account details, password, or two-step verification.
Sometimes the trouble is on PlayStation’s side. Downdetector logged more than 6,000 reports at the peak of the July 24, 2026 outage. So before you reset a password you’re sure is right, check the error code on your PS5. It can help you skip several fixes and go straight to the one you need.
What Sign-In Failed Usually Means
The sign-in message can look the same during a PSN outage, an account problem, or a failed connection. Start with what else stopped working and the code shown on your PS5.
PlayStation Network Is Down
An outage can hit sign-in, the PlayStation Store, and multiplayer at the same time. During the July 24 outage, players saw WS-116486-6, a server connection error.
If you already enabled Console Sharing and Offline Play on your main PS5, you can still play digital games that support offline play. Disc games that can run offline are another option while you wait.
Your Login Details Do Not Match
WS-116329-2 points to a mismatch in your sign-in ID or password. NP-102955-2 points to incorrect account information, so check that you’re using the right email and that you’ve verified it.
Did you change your password on another device? Use the new password on your PS5. If your email or password changed without your permission, contact PlayStation Support.
Two-Step Verification Is Blocking You
You can enter the right password and still get stuck waiting for a verification code. That can happen if you’ve changed phones or used all your backup codes. WS-117224-7 and WS-117176-3 point to a possible issue with two-step verification.
Google TV has its own wrinkle. PlayStation says you can get a wrong-password message there while two-step verification is on. Turn it off, sign in on Google TV, then turn it back on.
The Console Cannot Reach Sony’s Servers
Your PS5 can be connected to Wi-Fi and still fail to reach PSN. A dropped connection, a DNS problem, or an IPv6-only router can interrupt sign-in.
NW-102636-8, NW-102307-3, and CE-108862-5 all point to connection trouble. If your PS5 also drops off Wi-Fi outside of sign-in, see our guide to PS5 Wi-Fi problems.
The Account or Console Is Suspended
WS-116330-4 and WS-116367-4 indicate restricted or suspended access. An account suspension blocks your account from signing in, a communication suspension limits social features on PS5, and a console suspension blocks PSN access for every account on that console.
PlayStation usually emails the reason and duration to your sign-in ID address. If you bought the PS5 second-hand and the console itself is suspended, contact the seller.
| PS5 error code | What the code points to | Which fix to try |
|---|---|---|
| WS-116329-2 | Sign-in ID or password mismatch | Verify your sign-in ID email or reset your password |
| NP-102955-2 | Incorrect account information | Sign in through Account Management |
| CE-110032-7 | Online ID details do not match | Check your account in a browser |
| CE-112841-7 or NP-102937-2 | You’re signed out | Test sign-in in a browser |
| NP-103028-4 or NP-104433-5 | Sign-in failed or your sign-in status needs checking | Test sign-in in a browser |
| WS-117224-7 or WS-117176-3 | Possible two-step verification problem | Use a backup code |
| WS-116330-4 or WS-116367-4 | Access is restricted or suspended | Check My Support or your email |
| NW-102636-8 | PlayStation connection timed out | Restart your PS5 and router |
| NW-102307-3 or CE-108862-5 | Communication or server connection error | Try a wired connection |
| WS-116486-6 | Server connection error reported during the July outage | Check PlayStation Service Status |
| WS-117178-5 | Some owners report seeing it when updated terms were pending | Check Account Management for a prompt |
How to Fix PSN Sign-In Failed on PS5
The status page, error code, and browser test can save you a trip through the PS5 menus. Run those checks first, then use the fix that matches what you find.
Check PlayStation Service Status
Open status.playstation.com on your phone and choose your region. Check Account management and Gaming and social. If PlayStation lists an incident affecting sign-in, wait for service to return and try again.
Downdetector can show whether other players are reporting the same trouble. If the PlayStation Store is failing too, both symptoms may come from the same outage.
Look Up the Exact Error Code
Write down the full code under the sign-in message and search for it in PlayStation’s error code index. Use the whole code, since similar-looking codes can point to different problems.
Match the description to the table above. A two-step verification error sends you to your backup codes, while a connection timeout gives you a reason to check your network.
Sign In to Account Management in a Browser
Open Account Management at playstation.com/acct/management and try the same account you use on your PS5. If you get in and PSN is up, check your console and its connection.
If sign-in fails in the browser too, follow any verification or recovery prompt you see. If you get a restriction code or a suspension email, check your account status before trying again.
Restart Your PS5 and Router
On your controller, use PS button > Power > Restart PS5 to restart the console. For a full power cycle, shut the PS5 down completely, switch off your router, then turn both back on.
Wait for the router to reconnect before signing in again. That gives your PS5 a fresh connection and a new sign-in attempt.
Update the PS5 System Software
Go to Settings > System > System Software > System Software Update and Settings > Update System Software. If the download stalls, open PS button > Downloads/Uploads, select the update, then choose View Error Info > Try Again.
If the console still can’t download it, get the update file from PlayStation and use a FAT32 or exFAT USB drive. Save it as PS5 > UPDATE > PS5UPDATE.PUP, start the console in Safe Mode, then choose Update System Software > Update from USB Storage Device > OK.
Verify Your Sign-In ID Email
Search your inbox for “PlayStation verify” and open the verification link in the email. Once you’ve verified the address, try signing in on your PS5 again.
Check spam or junk if you can’t find the message. If you use several email addresses, make sure the one you verified matches the sign-in ID you enter on the console.
Accept Updated Terms in Your Account
Some PS5 owners report getting WS-117178-5 after PlayStation updated its terms. If you see that code, open Account Management in a browser, accept any terms prompt, and restart your PS5.
Some owners also report being asked to set a passcode during that process. Follow the prompt if you see one, then try signing in again on the console.
Use a Backup Code for Two-Step Verification
Go to Settings > Users and Accounts > Account > Sign In and enter your email and password. When the verification screen appears, enter a backup code. You get 10 codes, and each works once.
If a text code is late, select Resend Code, check that airplane mode is off, and restart your phone if needed. Once you’re signed in, you can turn two-step verification off and back on to get fresh codes or set it up on a new phone. You can also switch to a passkey.
Reset Your Password or Passkey
In a browser, go to Account Management > Trouble Signing in? > Recover Your Account. On PS5, go to Settings > Users and Accounts > Account > Sign In and follow the prompts. If you lost your passkey device, you can register a new passkey after signing in on another device with the same verification method.
If the reset email is missing, search your mailboxes and spam folders for “PlayStation” and check the service status page. An outage can delay the email. For a child account, the family manager has to reset the password.
Switch to a Wired Connection or Re-Add Your Wi-Fi
Plug in an Ethernet cable and go to Settings > Network > Settings > Set Up Internet Connection > Set Up Wired LAN > Connect. If you’re staying on Wi-Fi, highlight your network under Set Up Internet Connection, choose Options > Forget, and add it again.
PS5 supports IPv6, but your router needs to offer IPv4 if it’s currently set to IPv6 only. If you have a PS5 Pro, try signing in with Multi Linking Operation on and then off.
If your PS5 will not join Wi-Fi at all, follow our PS5 not connecting to WiFi fixes.
Change the DNS on Your PS5
Under Set Up Internet Connection, highlight your connection and choose Options > Advanced Settings > DNS Settings > Manual. Enter 8.8.8.8 as the primary address and 8.8.4.4 as the secondary, then run Connection Status > Test Internet Connection.
Those addresses are a community troubleshooting suggestion. If they make no difference, go back to Options > Advanced Settings > DNS Settings > Automatic.
Rebuild the Database in Safe Mode
Power off your PS5, then hold the power button until you hear the second beep. Connect your controller by USB and choose Clear Cache and Rebuild Database > Rebuild Database.
Rebuilding refreshes the console’s database and keeps your installed games and saved data. Leave Reset PS5 alone, since that option erases console data.
When Your Account Itself Is the Problem
If you can’t sign in through a browser or the PS5, an account restriction or lost recovery information may explain it. Check whether PlayStation has restricted your access, then use the Online Assistant if you need help getting back in.
Check for a Suspension
Check My Support or look for an email from PlayStation Safety, including in your spam folder. Paying an outstanding balance lifts a suspension for account debt, and you can appeal a permanent suspension.
Subscriptions that come due during a suspension lapse. If you bought a second-hand PS5 with a console suspension, PlayStation says the suspension can’t be lifted, so take it up with the seller.
Contact PlayStation Support
Go straight to the Online Assistant if you forgot your sign-in ID or verification information. Do the same if you lost access to your email or someone changed your account details without your permission.
Have the error code and your sign-in ID handy if you know it. Keep your console serial number and purchase date nearby in case support asks for them.
Playing While PSN Is Down
What you can play during an outage depends on the game and which PS5 you use. Check Console Sharing and Offline Play first, then look for games that can run offline.
Set Your PS5 as the Primary Console
Go to Settings > Users and Accounts > Other > Console Sharing and Offline Play. With this enabled on your main PS5, you can play supported digital games offline.
Set it up while you’re signed in and PSN is available. If you’re already signed out during an outage, wait until you can sign back in to enable it.
Here is how to game share on PS5 with friends and family using the same setting.
Physical Games and Offline Modes
A disc game can run offline if the game itself supports it. Some discs still need a day-one patch, so a game you’ve already installed and updated may be easier to start during an outage.
An online-only game still needs its servers. If you just want to play while you wait, pick a game with an offline mode.
If a disc will not load either, see our PS5 not reading discs fixes.
Keeping PSN Sign-In Problems Away
You can make the next sign-in problem easier to fix by preparing while you still have account access. Start with your sign-in method, then check where PlayStation sends verification and recovery messages.
Switch to a Passkey and Save Your Backup Codes
PlayStation recommends using a passkey to sign in. If you replace your phone, another device with the same verification method can help you register a new passkey.
If you use two-step verification, keep your 10 backup codes somewhere you can reach without your phone. Each code works once, and you can get a new set by turning two-step verification off and back on.
Keep Your Email and Phone Up to Date
Make sure you can open the inbox linked to your PlayStation sign-in ID. That’s where recovery messages and suspension notices go.
If you change phones, set up two-step verification on the new one while you still have account access. If you’ve already lost access to the old phone, use a backup code to sign in first.
FAQs
Your PS5 can reject sign-in with the right password if your email is unverified, two-step verification is holding you up, or the console can’t reach PSN. Some owners also report getting stuck on updated terms. Check PlayStation Service Status, then try Account Management in a browser.
Check PlayStation Service Status for your region, then try your account in a browser. If PSN is up and you can sign in through Account Management, start with your PS5 or its connection. If both sign-ins fail, check your account.
Yes, you can enter an unused backup code on the verification screen. If you’ve lost access to your phone and have no backup codes left, contact PlayStation Support.
Yes, you can play digital games that support offline play on your main PS5 if Console Sharing and Offline Play was already enabled. Games that require an online connection still need access to their servers.
WS-116330-4 or WS-116367-4 at sign-in can indicate a suspension or restriction. Check My Support or look for a PlayStation Safety email with the reason and duration.
No, rebuilding the PS5 database keeps your games and saves. In Safe Mode, choose Clear Cache and Rebuild Database > Rebuild Database. Reset PS5 erases console data.
