Get help with Sony PlayStation 5 console

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    How do I set up my new PlayStation 5 (PS5) console? 

    You can use the PS5 set-up guide for step-by-step instructions on how to set up your new console. 

    Do I need to have a PlayStation 5 account to use my console? 

    You'll need to create a PlayStation 5 account to use your PS5. It's free to create an account, you can also set up your child’s account and you don't need to provide any payment details (unless you wish to purchase games online via the PlayStation store). The set up of a PlayStation Network services account is required for security, online safety and lets you connect with other gamers and purchase games through the PlayStation Store.  

    How do I get games for my PS5?

    To get games for your PS5, you have two options: you can buy physical discs or download them digitally.  

    If you have the PS5 Slim with a disc-drive you can enjoy the flexibility of both formats, with games purchased online from the PlayStation Store using your active PlayStation account and physical games available from retailers.  

    If you have the PS5 Slim digital-only edition you can purchase digital games online from the PlayStation Store using your active PlayStation account. 

    What parental controls does PS5 offer to its users?

    PS5 have parental control options and safety features in place, you can find safety tips and tools for gamers of all ages in the PlayStation Safety centre.

    Who do I contact for technical support? 

    For technical support for your PS5 console, you can explore PlayStation Support for set-up, troubleshooting and manuals.  

    If you're experiencing outages or connection issues with your Telstra home internet, you can sign in to My Telstra or contact us for technical support and more troubleshooting tips.     

    My PS5 isn't working (it freezes or won't turn on), who should I contact for support and warranty enquiries?

    Console isn't working WITHIN 30 days of your purchase: 

    If it's within 30 days of your purchase, you will need to return your console to us at Telstra for a faults assessment – find out how to return your console (free of charge), the assessment process and warranty claim.

    Console isn't working AFTER 30 days of your purchase:  

    If it's after 30 days of your purchase, you will need to contact Sony PlayStation Repairs and Support and report your faulty device and warranty claim.  

    If you are a consumer under the Australian Consumer Law, our goods come with guarantees that cannot be excluded under that law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Learn more about your consumer rights, warranties and faulty products.

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