FAQs

  • What is a Protection Plan?

    Your PlayStation® devices are often long-term investments, and can be expensive and inconvenient to repair. Our extended Protection Plans are an affordable and easy way to protect them in case of mechanical breakdowns (after the manufacturer’s warranty has expired). Optional accidental damage coverage is also available for added protection.

  • What's so special about your Protection Plans?

    This is the only Protection Plan offered by PlayStation®, for PlayStation®. Our Protection Plans are set up to be easy for our customers from start to finish – with simple online buying and quick repairs to get you back to gaming faster. All repairs are Sony Certified. Our plans also have a flexible monthly payment plan or a single payment plan.

  • Aren't my devices already covered under my manufacturer’s warranty?

    Your products are covered under the original PlayStation® warranty for a period of 12 months. However, you can protect your PlayStation® device for up to three years if you purchase the PlayStation® Protection Plan. With optional Accidental Damage Protection, you’ll also have coverage from day one for any accidental drops or spills (handheld devices have accidental coverage for a cracked screen).

    Since this plan is offered by PlayStation®, we can assist you whether you’re in warranty or out of warranty! 

  • What are my payment options?

    We accept payments on a monthly basis or paid in full. Payments may be made by credit card (VISA, MasterCard, American Express and Discover) or debit card. After your first purchase, we'll securely save your payment information for future devices you want to protect. 

  • What is My Account?

    My Account is our online account management portal for our customers who choose a monthly payment plan. In My Account, you can:

    • View your protection plan details
    • Change your personal information – your password, postal address and phone number
    • Upload your Proof of Purchase or sales receipt for your PlayStation device
    • Save device model and serial number
    • Learn how to file a claim

    You’re automatically registered for My Account when you buy a monthly payment protection plan.

    To access My Account on return visits, simply use the “My Account” link in the top right-hand corner of our homepage to log in.

  • Is there an age limit on the PlayStation® systems I can cover?

    Yes – your devices must be less than 1 year old in order to qualify for a single payment plan. Your devices must be less than 30 days old in order to get a monthly payment plan with mechanical breakdown coverage or accidental damage protection. Both plans have an optional Accidental Damage coverage.

  • How long can my PlayStation® systems be covered for?

    Your devices can be covered for up to 36 months from their purchase date. For a monthly payment plan, once they hit that date, the low monthly payment and coverage will be automatically discontinued.

  • Is there a limit to how many devices I can buy a Protection Plan for?

    No, there is no limit.  Buy a Protection Plan for all of your PlayStation® devices that are eligible!

  • Where can I view my Protection Plan?

    If you purchased a monthly pay plan, you can always view your plan online by logging in to My Account. You can get to My Account by clicking on the link at the top right-hand corner of the PlayStation® Protection Plan website. If you have any issues logging in to view your plan or any questions about a single payment plan, contact us at 1-866-716-7669.

  • Am I allowed to transfer my Protection Plan to another person?

    No. Because your plan is tied to when you purchased your PlayStation® system, you can't transfer it to someone else.

  • Can I cancel my Protection Plan? How do I cancel it?

    Yes – you can cancel your coverage at any time by calling 1-866-716-7669. Lines are open Monday – Friday from 8am to 8pm PST, and Saturdays from 7am to 6pm PST.

    Refunds are only available for plans which have been paid in full. If you cancel your coverage within the first 30 days, and no claims have been paid, we'll refund your entire plan cost. For monthly plans, your coverage will last through the end of your most recent monthly billing cycle after you cancel. After the end of that billing cycle, all subsequent billing and coverage will end. One-time pay customers who cancel after the first 30 days will receive a prorated refund (less any costs for claims).

    See the plan terms and conditions for more information on cancellations and refunds. 

  • What does my Protection Plan cover?

    All of our Protection Plans (extended warranties) cover mechanical or electrical failures that occur during normal use. They also protect you in the event of mechanical breakdown after your manufacturer’s warranty ends. Additionally, Accidental Damage Protection Plans are available which include protection from accidental drops or spills (handheld devices have accidental damage coverage for cracked screen).

    If you received accessories with your device in the original device packaging and these accessories are damaged at the same time, we'll replace them as well. There's no limit to how many times you can claim on your plan.

  • Once I've purchased my plan, when does my coverage begin?

    There's a 14-day waiting period before coverage begins for Accidental Damage Plans. Plans without Accidental Damage Coverage take effect immediately.

  • What isn't covered?

    We don’t cover:

    • Cosmetic damage that doesn't affect the functionality of your device (cracked screens on PlayStation VITA do, which is why they're covered)
    • Pre-existing damage 
    • Intentional damage
    • Mechanical or electrical breakdowns that occur during the manufacturer’s warranty 
    • Theft, mysterious disappearance, loss

    For a full list of exclusions and conditions, see the plan terms and conditions.

  • Are cosmetic damages covered?

    No – cosmetic damages aren't covered.

  • How do I file a claim?

    Take these steps to move through the claims process:

    1. Call us toll-free at 1-866-716-7669 to speak with a service representative 
    2. Provide the rep with the details of your claim – they’ll let you know if any further info or documentation is needed. If your claim is approved, they'll arrange for applicable repair or replacement
    3. In the event of a covered failure, we'll send you a pre-paid shipping container so you can mail it to us to be fixed. If your device needs replacing due to an accidental damage claim, the contract will have been fulfilled
  • Do I have to pay a deductible?

    No, we do not require a deductible for any of the plans.

  • Do I have to provide proof of purchase?

    Proof of purchase will be required. You should keep a copy of your contract and the sales receipt for your covered item just in case they're required for you to obtain service. If you purchased a monthly payment plan you can save your proof of purchase after logging into My Account.

  • What happens after my claim is approved?

    Once your claim is approved you will receive a pre-paid shipping container to send your device to our Sony Certified repair center.