PlayStation may record phone calls you make to their customer support line, and the policy separately notes that voice and text communications through PlayStation features may be collected and reviewed.
This analysis describes what Sony PlayStation's agreement states, permits, or reserves. It does not constitute a legal determination about enforceability. Regulatory applicability and practical outcomes may vary by jurisdiction, enforcement context, and individual circumstances. Read our methodology
Recording of voice communications may interact with state wiretapping and electronic communications consent laws, particularly in two-party consent states such as California, where all parties to a call must consent to recording.
Interpretive note: The policy does not specify the full scope of which voice and text communications beyond support calls may be recorded or reviewed, creating ambiguity about how broadly this practice extends to in-game communications.
Your calls to PlayStation Support may be recorded, and your in-game voice and text communications may be collected and reviewed for safety and moderation purposes, which users may not be aware of at the time of communication.
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"Technical and Customer Support Processes, where we may ask you to provide contact info and information related to the issue you are contacting us about. We may also record calls you make to PlayStation Support.— Excerpt from Sony PlayStation's PlayStation Privacy Policy
REGULATORY LANDSCAPE: This provision may engage state wiretapping and electronic communications statutes, most notably California Penal Code Section 632, which requires all-party consent to record confidential communications; similar statutes apply in Florida, Illinois, Pennsylvania, and other two-party consent states. The Electronic Communications Privacy Act at the federal level may also be relevant. The FTC Act applies to the adequacy and transparency of consent disclosures. GOVERNANCE EXPOSURE: Medium. While recording customer support calls with appropriate notice is a standard industry practice, the extension to in-game voice communications for safety and moderation purposes, if applicable, creates additional compliance surface area depending on whether consent is clearly obtained at the point of communication. JURISDICTION FLAGS: Two-party consent states (California, Illinois, Florida, Pennsylvania, Washington, and others) create heightened exposure if users in those states are not affirmatively notified that their calls or voice communications are being recorded prior to the recording beginning. CONTRACT AND VENDOR IMPLICATIONS: If call recordings are processed by third-party customer service or analytics vendors, data processing agreements should address retention, access controls, and cross-border transfer restrictions for audio recordings containing personal information. COMPLIANCE CONSIDERATIONS: Compliance teams should confirm that pre-call consent disclosures (e.g. 'this call may be recorded') are provided before recording begins in all applicable states, and should map whether in-game voice communication review practices are disclosed with sufficient specificity to satisfy state-level consent requirements.
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Recording of voice communications may interact with state wiretapping and electronic communications consent laws, particularly in two-party consent states such as California, where all parties to a call must consent to recording.
Your calls to PlayStation Support may be recorded, and your in-game voice and text communications may be collected and reviewed for safety and moderation purposes, which users may not be aware of at the time of communication.
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