God of War

Apr 27

Apr 27

Q&A #1 for PlayStation Network and Qriocity Services

Patrick Seybold's Avatar Posted by Sr. Director, Corporate Communications & Social Media

First off, we want to again thank you for your patience. We know that the PlayStation Network and Qriocity outage has been frustrating for you. We know you are upset, and so we are taking steps to make our services safer and more secure than ever before. We sincerely regret any inconvenience or concern this outage has caused, and rest assured that we’re going to get the services back online as quickly as we can.

We received a number of questions and comments yesterday and early today relating to the criminal intrusion into our network. We’d like to address some of the most common questions today.

We are also going to continue to post updates to this blog with any additional information and insight that we can over the next few days.

We are reading your comments. We are listening to your suggestions. Please keep them coming.

Thank you.

Q: Are you working with law enforcement on this matter?
A: Yes, we are currently working with law enforcement on this matter as well as a recognized technology security firm to conduct a complete investigation. This malicious attack against our system and against our customers is a criminal act and we are proceeding aggressively to find those responsible.

Q: Was my personal data encrypted?
A: All of the data was protected, and access was restricted both physically and through the perimeter and security of the network. The entire credit card table was encrypted and we have no evidence that credit card data was taken. The personal data table, which is a separate data set, was not encrypted, but was, of course, behind a very sophisticated security system that was breached in a malicious attack.

Q: Was my credit card data taken?
A: While all credit card information stored in our systems is encrypted and there is no evidence at this time that credit card data was taken, we cannot rule out the possibility. If you have provided your credit card data through PlayStation Network or Qriocity, out of an abundance of caution we are advising you that your credit card number (excluding security code) and expiration date may have been obtained. Keep in mind, however that your credit card security code (sometimes called a CVC or CSC number) has not been obtained because we never requested it from anyone who has joined the PlayStation Network or Qriocity, and is therefore not stored anywhere in our system. UPDATE: While we do ask for CSC codes, we do not store them in our database.

Q: What steps should I take at this point to help protect my personal data?
A: For your security, we encourage you to be especially aware of email, telephone, and postal mail scams that ask for personal or sensitive information. Sony will not contact you in any way, including by email, asking for your credit card number, social security number or other personally identifiable information. If you are asked for this information, you can be confident Sony is not the entity asking. When the PlayStation Network and Qriocity services are fully restored, we strongly recommend that you log on and change your password. Additionally, if you use your PlayStation Network or Qriocity user name or password for other unrelated services or accounts, we strongly recommend that you change them, as well. To protect against possible identity theft or other financial loss, we encourage you to remain vigilant, to review your account statements and to monitor your credit reports.

Q: What if I don’t know which credit card I’ve got attached to my PlayStation Network account?
A: If you’ve added funds to your PlayStation Network wallet in the past, you should have received a confirmation email from “DoNotReply@ac.playstation.net” at the email address associated with your account. This email would have been sent to you immediately after you added the funds, and will contain the first 4 digits and last 4 digits of your credit card number. You can also check your previous credit card statements to determine which card was attached to your PlayStation Network or Qriocity accounts.

Q: When or how can I change my PlayStation Network password?
A: We are working on a new system software update that will require all users to change their password once PlayStation Network is restored. We will provide more details about the new update shortly.

Q: Have all PlayStation Network and Qriocity users been notified of the situation?
A: In addition to alerting the media and posting information about it on this blog, we have also been sending emails directly to all 77 million registered accounts. It takes a bit of time to send that many emails, and recognize that not every email will still be active, but this process has been underway since yesterday. At this time, the majority of emails have been sent and we anticipate that all registered accounts will have received notifications by April 28th. Consumers may also visit www.us.playstation.com/support and www.qriocity.com for notices regarding this issue. In addition, we have taken steps to disseminate information regarding this issue to media outlets so that consumers are informed.

Q: What steps is Sony taking to protect my personal data in the future?
A: We’ve taken several immediate steps to add protections for your personal data. First, we temporarily turned off PlayStation Network and Qriocity services and, second, we are enhancing security and strengthening our network infrastructure. Moving forward, we are initiating several measures that will significantly enhance all aspects of PlayStation Network’s security and your personal data, including moving our network infrastructure and data center to a new, more secure location, which is already underway. We will provide additional information on these measures shortly.

Q: Has Sony identified the party or parties responsible for the PlayStation Network hack and subsequent theft of personal information?
A: We are currently conducting a thorough investigation of the situation and are working closely with a recognized technology security firm and law enforcement in order to find those responsible for this criminal act no matter where in the world they might be located.

Q: When will the PlayStation Network and Qriocity be back online?
A: Our employees have been working day and night to restore operations as quickly as possible, and we expect to have some services up and running within a week from yesterday. However, we want to be very clear that we will only restore operations when we are confident that the network is secure.

Add Your Own

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Sharingan_itachi said:

April 28th, 11:08 am


loneherozero said:

April 28th, 11:20 am

i just got an email from sony stateing that my info has been stolen by the hackers who did this, did anyone else get the same email? or did everyone get it? and if just certen people got it dose this mean that we wre the ones who Infos were stolen?

Autoxfool said:

April 28th, 11:21 am

I just want to say that the trophies for the DLC portion of Borderlands are 90% grind, and a big PIA. Especially for the ClapTrap Revolution one since you have to wait for respawns, and the loot that you need is totally random and an extremely, obnoxiously low % so…..lets see, been at it at least 3 hours, need a total of ~50 items combined for 3 different trophies, and I don’t have 1 yet, tho should be really close to 1 (i hope since you dont have a counter to see how many you still need, pfffffffft!) AT least 1000+ enemies of the type I need to kill to get the loot too.


well, back to the grind. The things you go through sometimes to get 100% :)

Lopez9577 said:

April 28th, 12:09 pm

I have Platinumed thewhole Sly Collection, Socom 4, Black Ops and working on Portal 2…. I need online o.O

Butters360 said:

April 28th, 12:33 pm

I myself am working on Platinum trophies. As soon as PSN comes back online, I’ll be plus 3 :)

ssmarcos3 said:

April 28th, 12:40 pm

sony your making it hard for me to defend you against xbots

VixDiesel said:

April 28th, 12:40 pm


loneherozero said:

April 28th, 12:44 pm

ok no one anwser my question……………… they say 77 million PSN users were hacked, how many people have acounts on the PSN? 77 million? or more?

Autoxfool said:

April 28th, 12:47 pm

Well I’m still trying to get 100% on Borderlands (have the GOTY) and need like 6 more for 100%, but got the plat yesterday, which was my 2nd ever (dirt 2 being the other). I have the Sly collection but started playing Mini Ninjas first so going through that too.(requires 2 playthru though) I’m level 10 in trophy count so I have a bit of them, just not plats :( Changing that soon though.

Lopez9577 said:

April 28th, 12:51 pm

Im just hoping they have the Party System Patch for Socom with all this time off :)

BxB-aLLeR16 said:

April 28th, 12:53 pm

Thanks for letting us know this. But PSN will be back sometime next week or after right?

B-Real206 said:

April 28th, 1:01 pm

lopez read 209

ssmarcos3 said:

April 28th, 1:08 pm

lmfao 261

tinycpw91 said:

April 28th, 1:14 pm

this has given me a chance to play the first mercenaries again, god what an amazing game, not even remotely comparable to the second one.

Movie_Profile said:

April 28th, 1:20 pm

@257 I dunno ifthis totally answers your question or not, but did they say 77 million+ ppl, or 77 million+ accounts? I I’m thinking it’s the later. For some people, like myself, we have multiple accounts. I happen to have 2, this one being my secondary account not really used for gaming (as my screen name would suggest).

loneherozero said:

April 28th, 1:20 pm

well sony, i have supported you before but now i must take action, your failure to keep my info safe may have cost me more, though i do not have a credit card on my psn acount, i do however have one on my Xbox Live acount, which happens to share the name, email, and other things as my PSN acount, with the excetption of my password, which has been changed on my xbox acount. your faluire to notifie me of this hack as soon as i happed may have cost my family alot, i have no choice but to seek legal action. i am currently considering to join in on the Lawsuit, or even file my own, however this action of lawsuit shall only happen if i choose to,
what i am saying sony is i am considering the course of lawsuit, my choice is still undecided, but i am leaning towrds not bring this to legal court due to Microsofts Xbox Live Secrity, being strong, however looking at what could happen to me due to this hack and due to your failure to protect my info, a lawsuit may be the course, and though it pains me to do that, it might come down to that

tinycpw91 said:

April 28th, 1:24 pm

wow 265, really? good luck with that

Webster1999 said:

April 28th, 1:26 pm

You know something.. every day I turn on my ps3 to hope the outage is off, but i think i get pissed off when i say the little message but you know what the only thing i have to say is that Sony is making a truly great matter on this thing.. the only thing we GAMERS have to do is to wait patiently and hope that Sony catches that nobody of hacker who probably is thinking that he did a great thing we all have to say he to him is that he is DAMN WRONG!!!!! I am going to wait and probably try to beat my ZOMBIES kino der toten record on solo!! hehe… HEY people dont get mad with Sony!!

loneherozero said:

April 28th, 1:30 pm

dear sony again:
after carfully going over the possible actions that could happen, i am going to wait to see what happens, if worst comes to worse due to someone able to acess my Xbox acount due to the information they got from my PSN acount somehow, then a lawsuit is in order, HOWEVER: if my email, facebook, FF wiki, and my lessier online groups which have no real damageing info/ harm to my family on the bases of money. then i shall look the other way. this is the option i am takeing for now. but it might change. please note that i still support you in the fullest and might want to take the hacker who did this to court insted if you ever find his or her identiy, as another course,
im am sorry if i am being a pain in your side, but i only wish to express how i feel about this and what i as a american, plan to do about it

Xanthene said:

April 28th, 1:36 pm

loneherozero, butt hurt or did you like it?

tinycpw91 said:

April 28th, 1:39 pm

267, you bringing a lawsuit against them is probably the last thing they’re worried about right now, but again, good luck with that.

reson8er said:

April 28th, 1:52 pm

I feel badly for all the people who want to play online but can’t.

loneherozero said:

April 28th, 1:59 pm

after thinkg greatly about it, i relized that i was being kinda of a winy [DELETED], but i dont know what i should do, im mad that sony knew my info was hacked, but didnt tell me till a week latter, but i dont ant to be that guy

STDProne said:

April 28th, 1:59 pm

lol i have been able to be patient for awhile now but I’m starting to go through withdrawal. I hope it comes back soon

Spidey817 said:

April 28th, 2:10 pm


Lopez9577 said:

April 28th, 2:14 pm

@271 careful a lot of people are getting butt hurt for people wanting to play online and they demand you play single player or work on trophies which arent real….. but are o.O

Lopez9577 said:

April 28th, 2:15 pm

@B-real I see I have a lot of followers lol that they have tons of time just to search through hundreds of comments. i thank them and they have my graditude :)

B-Real206 said:

April 28th, 2:29 pm

so…empty hollow threats?

Lopez9577 said:

April 28th, 2:33 pm

At least the NFL Draft is on this weekend to make up for sony’s failure

STDProne said:

April 28th, 2:42 pm

I’m not a trophy collector. I made a Center in nba2k11 myplayer so that will keep me busy for awhile

loneherozero said:

April 28th, 2:42 pm

can allready downloaded dlc be deleted from ones acount? cause if my dissidia dlc is gone when the psn comes back on i will be pissed

STDProne said:

April 28th, 2:43 pm

the dlc is on your ps3 loneherozero

Lopez9577 said:

April 28th, 2:45 pm

Yea its kept on your Harddrive. Now the real question is what about our online rankes on Cod and games that keep your rank online? thats the question because I am NOT doing 9 prestiges again >:\

STDProne said:

April 28th, 2:50 pm

i think people online ranks are safe. They just turned off server and added security. Since our passwords are still on then everything else is there. I doubt they reset anything

loneherozero said:

April 28th, 2:52 pm

i dont hava A PS3, only a PSP, so in other words im screwd @ STDProne

STDProne said:

April 28th, 2:55 pm

i think it’s the same for psp but idk I’ve never downloaded a dlc to my psp but you can redownload it

STDProne said:

April 28th, 3:11 pm

I can’t see how you can hate from outside the Playstation Network you can’t even get in…hehehe lego

Lopez9577 said:

April 28th, 3:12 pm

im gonna go buy the harry potter books and read them lol im bored

Sharingan_itachi said:

April 28th, 3:26 pm

LOL I can still COMMENT :)

SGAShepp said:

April 28th, 3:33 pm

I notice a lot of people are acquiring offline trophies, good idea. It would be a real dissabpointment if trophies were affected by this attack.

Verios44 said:

April 28th, 3:56 pm

esoecially me!! got all offline trophies for killzone3, almost all for mass effect 2, and a good portion of final fantacy XIII

lyfestory said:

April 28th, 4:01 pm

as ive stated before, just work these problems out and get them back and running when everything is secure and working… im not ditching my PS3 over this… it happens… and could happen to any system in the world, XBLA included….

fuzzyclutter said:

April 28th, 4:05 pm

Look on the bright side . This would be a great opportunity to recapture that awe inspiring moment when you first recieved your ps3 and connected it online . if you want to get really elaborate you could even put it back in the box (if you still have it ) and relive the moment …LOL .

STDProne said:

April 28th, 4:06 pm

lol good idea fuzzy, i might try that

Vandaliser said:

April 28th, 4:09 pm

let me give sony a head start on those who could be responsible for this attack.


i can’t believe sony allowed such users to steal games from PSN servers. How can i trust you again with my information?

nothing short of sony porsecuting these hackers to the full extent of the lawn combined with complete security revamp of PSN will do

Jimmy_Cosmos said:

April 28th, 4:09 pm

How’s that fancy new secure network coming along Sony? lol dang this is some trainwreck!


April 28th, 4:24 pm

@Fuzzy I don´t have the box… time to get another PS3 just for the box :D 2 epic unboxings for the price of 1!

s1mpl3______j4ck said:

April 28th, 4:26 pm

well… with no games i; cleaned my room, fixed all the connection issues with the computer and internet, cleaned the kitchen, mopped all the floors, washed my car, cleaned my desk…
did my homework ohh my godd!!!!! this is awful!
pleaseee fix it soon Sony!!!

Ratchet426 said:

April 28th, 4:29 pm

I wonder if Jimmy_Cosmos is an actual person or just a Microsoft spam-bot pointed at the PS blog? Its / his posts are such tweet-formatted tripe, taking moronic and predicable pot shots at Sony like clockwork that I’m leaning towards spam-bot.

Let’s see if it can parse this message and generate a suitably human-like response.

phatso64 said:

April 28th, 4:40 pm

W@W! a whole page without that jerk datastorm . am really sick of people downing Sony , who in all reality are the only ones being hurt by this attack. can you imagine the amount of money this is costing them ?? anyhoo , thanks for keeping us informed and good luck getting it all back online .

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