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Hi, my name is ***** ***** I'll be assisting you today.
Could you let me know what's your Microsoft/Playstation email address?
OK, could you let me know what's your email address?
OK, are you being prompted to type in a new password ***** the PlayStation now?
At the "incorrect email/password" prompt on the PlayStation, what happens or shows up when you press OK?
OK, at that follow up screen, are you sure you do NOT see a sign in/password *****?
i.e. a box where you can type in a new password? Do you see it now?
OK, please try resetting the password ***** your account following the steps in the article below:
Keep me posted.