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Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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WHEN I TRY TO GO ONLINE WITH MY PLAYSTATION 3 I GET A

Customer Question

WHEN I TRY TO GO ONLINE WITH MY PLAYSTATION 3 I GET A MESSAGE TELLING ME MY E-MAIL ADDRESS & PASSWORDS ARE WRONG
JA: When did you last reset your username and password?
Customer: I HAVE NEVER RESET MY USERNAME OR PASSWORD ***** I NEED MY PASSWORD ***** DO THIS
JA: Have you installed any updates recently?
Customer: YES, ON SEPT.10
JA: Anything else you want the Computer Expert to know before I connect you?
Customer: NO
Submitted: 1 month ago.
Category: Computer
Expert:  Bryan replied 1 month ago.

Hi, my name is ***** ***** I'll be assisting you today.

Could you let me know what's your Microsoft/Playstation email address?

Customer: replied 1 month ago.
I HAVE NEVER PUT AN E-MAIL ADDRESS IN MY PLAYSTATION
Expert:  Bryan replied 1 month ago.

OK, could you let me know what's your email address?

Customer: replied 1 month ago.
MY MICROSOFT E-MAIL IS ***@******.***
Expert:  Bryan replied 1 month ago.

OK, are you being prompted to type in a new password ***** the PlayStation now?

Customer: replied 1 month ago.
NO
Expert:  Bryan replied 1 month ago.

At the "incorrect email/password" prompt on the PlayStation, what happens or shows up when you press OK?

Customer: replied 1 month ago.
NOTHING. I AM TOLD TO TRY AGAIN
Expert:  Bryan replied 1 month ago.

OK, at that follow up screen, are you sure you do NOT see a sign in/password *****?

Expert:  Bryan replied 1 month ago.

i.e. a box where you can type in a new password? Do you see it now?

Customer: replied 1 month ago.
THE PASSWORD ***** SIGN IN FIELD ARE THERE
Expert:  Bryan replied 1 month ago.

OK, please try resetting the password ***** your account following the steps in the article below:

https://www.playstation.com/en-au/get-help/help-library/my-account/login-details-and-verification/how-to-use-a-playstation-3-to-reset-a-forgotten-master-account-p/

Keep me posted.