How to fix PlayStation sign in failed errors

This guide helps you troubleshoot and resolve sign-in errors on your PlayStation console or app, so you can get back to your games and services.

You'll learn how to diagnose connection, account, and system issues using safe, structured methods.

Note: Steps can vary by console generation, system software, and region. This guide focuses on safe, general methods.

Quick Answer

Restart your PlayStation console and your home router/modem.
Check the PlayStation Network status page (via a web browser) for outages.
Verify your login credentials are correct on the PlayStation website.
If you have 2-Step Verification (2SV), ensure you have the correct backup code or app code.
Test your internet connection in your console's Network settings.
Rebuild your console's database via Safe Mode (PS5/PS4).

If this doesn't work, follow the detailed diagnostics and steps below.

What you need

Before you start

Your PlayStation console (PS5 or PS4) and controller.
Your PlayStation Network (PSN) sign-in ID (email address).
Access to the email account associated with your PSN ID.
A working internet connection (can test on another device).
Your Wi-Fi password (if using wireless).
If using 2SV, access to your authenticator app or backup codes.
A smartphone or computer to check PSN status.

Good to know

Error codes (like WS-37397-9, NP-34958-9) can help pinpoint the issue.
You can often manage your account from a web browser if the console is stuck.
Signing in on the PlayStation App can be an alternative test.
Network issues are a common cause of login failures.
Account security measures (2SV, suspicious activity locks) can block sign-in.
Corrupted system data can sometimes affect the sign-in process.

Diagnose the issue in 2 minutes

Run through these quick checks to understand where the problem lies.

Is PSN down? Use a phone or PC to check the official PlayStation Network status page. What you should see: All services marked as "Online."
Is it your network? Run an internet connection test on your console (Settings > Network). What you should see: "Internet Connection: Succeeded" and "PlayStation Network: Succeeded."
Are your credentials wrong? Try signing in to your account on the PlayStation website. What you should see: Successful access to your account management page.
Is 2-Step Verification blocking you? If enabled, you need a code from your app or a backup code. What you should see: A prompt for the 2SV code after entering your password.
Is your account locked? Multiple failed attempts can trigger a temporary lock. What you should see: An email from Sony about account security if a lock occurred.
Is it a system software glitch? Does the console feel slow or have other odd behaviors? What you should see: A smooth, responsive interface.

Step-by-step guide

Step 1 — Check for PSN service outages

Before touching your console, verify the PlayStation Network is operating normally. Widespread outages are a common cause.

On a smartphone or computer, search for "PlayStation Network status".
Visit the official Sony Interactive Entertainment status page.
Look for any services marked with "Down," "Limited," or "Maintenance."

What you should see: All core services, like Account Management, Gaming and Social, show as "Online." If there's an outage, wait and try again later.

Step 2 — Restart your hardware

A simple restart clears temporary caches and resets network connections.

Fully power down your PlayStation console (do not use Rest Mode).
Unplug the power cable from the back of the console for 60 seconds.
Restart your home router and modem by unplugging them for 30 seconds.
Plug everything back in and power it on.

What you should see: A fresh boot-up sequence. Try signing in again.

Step 3 — Verify your account credentials

Ensure your sign-in ID and password are correct by testing them on a different platform.

On a web browser, go to the PlayStation website and click "Sign In."
Enter your sign-in ID (email) and password carefully.
Complete any 2-Step Verification prompt.

What you should see: Successful login to your account dashboard. If you can't sign in here, your account details are the issue.

App/Web: Use the "Trouble signing in?" link on the website to reset your password if needed.

Step 4 — Test your console's internet connection

A failing network test points to local setup problems.

On your console, go to Settings > Network.
Select "Test Internet Connection" and wait for it to complete.

What you should see: Both "Internet Connection" and "PlayStation Network" report as Succeeded. If PSN fails, proceed to network troubleshooting.

PS5: Go to Settings > Network > Connection Status > Test Internet Connection.

PS4: Go to Settings > Network > Test Internet Connection.

Step 5 — Review 2-Step Verification and account security

Security features can inadvertently block your access.

If you have 2SV enabled, ensure you're using the current code from your authenticator app.
If you lost access to your 2SV method, use a backup code.
Check your email for any messages from Sony about suspicious activity or a locked account.

What you should see: After entering the correct 2SV code, you gain access. An account lock email will have instructions to secure and unlock your account.

Step 6 — Update system software

An outdated system can have compatibility issues with PSN.

If you can access Settings, go to System > System Software Update and follow prompts.
If you cannot sign in, you can update via Safe Mode using a USB drive (see official guides).

What you should see: The console installs the latest update and restarts. Attempt sign-in again.

Step 7 — Rebuild database (Safe Mode)

This cleans up the system software without deleting your data, fixing corrupt files that may hinder sign-in.

Power off your console completely.
Boot into Safe Mode: Hold the power button until you hear a second beep (about 7 seconds).
Connect your controller with a USB cable and press the PS button.
Select option 5: "Rebuild Database."

What you should see: The process can take from a few minutes to over an hour. Your games and saves are safe. After completion, try signing in.

Common sign-in error categories

Error Type	Typical Causes	First Action
WS-3xxxx series	PSN server problems, network connectivity.	Check PSN status, restart network.
NP-3xxxx series	Account issues (suspension, verification).	Check account email, verify credentials.
CE-xxxxx series	System software or hardware faults.	Update system software, rebuild database.
No error code, just "Failed"	Incorrect password, 2SV, or temporary glitch.	Test login on web, restart console.

Safe defaults for account & network

Setting Area	Recommended Baseline
Network DNS	Use automatic (ISP) or reliable public DNS like 1.1.1.1 or 8.8.8.8.
MTU	Leave on automatic (usually 1500). Only change if directed.
2-Step Verification	Enable it for security. Always save backup codes in a safe place.
System Updates	Enable automatic downloads and installs.
Rest Mode Network	Enable "Stay Connected to the Internet" in Rest Mode settings.

Mind map summary

Sign-In Failed
|
├── Is PSN Down? (Check Status Page)
│   ├── Yes → Wait for Sony to fix.
│   └── No → Proceed.
|
├── Network Problem? (Test Console Connection)
│   ├── Fails → Restart Router/Modem → Change DNS → Check NAT/Firewall.
│   └── Succeeds → Proceed.
|
├── Account Problem? (Test Login on Web)
│   ├── Fails → Reset Password → Check Email for Locks → Disable 2SV if stuck.
│   └── Succeeds → Issue is console-side.
|
└── Console Problem?
    ├── Restart Console → Update Software → Rebuild Database (Safe Mode).
    └── If all fails, consider Initialize (back up first).

Recommended path for most: Restart everything → Check credentials → Rebuild Database.

Troubleshooting checklist

Console

Full power cycle (unplug)
Check for system updates
Rebuild database (Safe Mode)
Try a different user profile

Account/PSN

Verify PSN status online
Confirm password via website
Check for 2-Step Verification need
Review email for security alerts
Try signing in on PlayStation App

Network/Router

Restart router/modem
Run console connection test
Try wired Ethernet connection
Change DNS to 8.8.8.8 / 8.8.4.4
Check router firewall/port settings

When to escalate

Contact your ISP: If your console's internet test consistently fails while other devices work, and router resets don't help. Mention you cannot connect a gaming console.
Use Safe Mode "Initialize" (factory reset): Only if all other steps fail and the issue is clearly console-specific. Warning: Back up your saves to cloud or USB first if possible.
Contact PlayStation Support: If you suspect account suspension, cannot recover your account (lost password/2SV/email), or receive a persistent error code not resolved by standard troubleshooting.

What to collect before contacting support

Exact error code and message.
Date, time, and timezone when the error occurred.
Results of the console's Internet Connection Test.
Your console model (e.g., PS5 - CFI-1215A).
Your PSN Online ID.
Any recent changes (new router, moved house, password change).

FAQ

What does error code WS-37397-9 mean?

It typically indicates a problem connecting to PlayStation Network servers. It's often temporary. Check PSN status, restart your network and console.

Can I sign in to PSN without the internet?

No. Signing in requires an active internet connection to verify your credentials with Sony's servers. Offline play is only for previously activated primary consoles.

Why does my sign-in keep failing even with the right password?

Your account may be temporarily locked due to too many failed attempts, or 2-Step Verification is enabled and you're not entering the code. Wait an hour and try again, or check for 2SV prompts.

Does rebuilding database delete my games?

No. Rebuilding the database reorganizes data and can fix corruption. Your games, saves, and account information remain intact. It's a safe maintenance step.

How do I know if my PSN account is suspended?

You will receive an email to the address associated with your account explaining the reason and duration. Error codes like NP-34958-9 may also appear.

Should I disable 2-Step Verification to fix sign-in?

No. 2SV is a critical security feature. Instead, ensure you have backup codes saved and your authenticator app is time-synced. Only disable it if you're permanently locked out and must contact support.

Why can I sign in on the app but not my PS5?

This points to a local issue with your PS5's network settings, system software, or data. Focus on console-side fixes: network test, restart, rebuild database.

What's the difference between "Sign In" and "Activate as Primary"?

Signing in verifies your account. "Activate as Primary" links that console to your account, enabling offline play and automatic downloads. You can be signed in without a primary activation.

Sources and references

Official PlayStation Support documentation for account management
Official PlayStation Network status service information
General networking diagnostics principles (DNS, NAT, router configurations)
PlayStation System Software update and Safe Mode feature guides
General online security best practices for account protection (2SV, passwords)
PlayStation Community forums for common error code discussions

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How to fix PlayStation sign in failed errors

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