PS5 error WS-116367-4 — what it means and how to fix it

Sony's message: Access to PlayStation Network has been suspended.

This is an account restriction rather than a technical fault, so no amount of restarting will clear it.

Common reasons

• An unpaid or reversed charge — a failed payment or a chargeback on the account.
• A breach of the terms of service — reported conduct, offensive content, or cheating.
• Suspicious activity — sign-ins from unexpected places, which often means the account was compromised.

What to do

1. Check the email registered to the account. Sony sends the reason and usually the duration. This is the single most useful step and it is often skipped.

2. Check for an outstanding balance on the account and settle it if there is one. Payment-related suspensions usually clear once resolved.

3. Contact PlayStation Support directly. Only Sony can lift a suspension — no retailer can, including us.

4. Secure the account if you did not cause it. Change the password and turn on two-step verification. If someone else used your account, that use is still attributed to you.

What we can and cannot do

To be clear: account suspensions are between you and Sony, and we have no access to them. What we can help with is anything related to a purchase made with us — a code, a receipt, or proof of a transaction if Sony asks for it.

Preventing it

Turn on two-step verification, keep the payment details current, and never share account credentials. Most compromised accounts come from sharing login details in exchange for cheap currency or skins — see our guide to online safety.

If nothing works

If the error persists after all of the above, the console may need inspection. We repair consoles at all our branches except Alexandria, usually within one to three days, and everything is tested before it goes back to you. If it is still under warranty, bring it in rather than opening it — an unauthorised repair attempt voids the cover.

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