anyone have experience with steams customer support for hijacked accounts?

[Martimus]

I was wondering how long it takes for Valve to respond to tickets. I had my account hijacked on Saturday, and submitted a ticket within 2 hours of it happening, but Valve hasn't even responded to the ticket at all from four days ago. How long do they normally take? Should I open a new ticket?

 

[KaOTiK]

No clue, I suggest enabling Steam Guarding though once you get your account back.

I wouldn't open another ticket, they are slow at times and the weekends I don't think they even work

 

[Clinkster]

Try posting on their forums.

 

[Dankk]

From my experience, Steam support can take two or three business days to respond. All you can do is create a support ticket, fill in the correct information (make sure to select "hijacked account") and just wait it out.

Despite all the circlejerking that goes on around here, Steam support is really quite shitty, and is probably one of the worst things about Valve. They should be able to get your account back though, you just have to be patient.

Good luck and I'm sorry your account got hijacked. Be sure to enable Steam Guard next time.

 

[BrightCandle]

There is probably a 50% chance your hacked account is just plain gone, you'll never get it back. Steam support is some of the worst you'll find and their attitude will be its your fault for letting it get hacked.

Also sorry you got hacked, but alas I suspect that Steam support wont sort this out let alone do so quickly. Never has a company had such a massive gap between speed of taking money and doing so little to deserve it.

 

[KaOTiK]

While Steam is slow as hell with their CS support, he will get his account back. There is no 50% chance lol.

 

[Elcs]

Never had to deal with Steam Support or Valve. Any question I've had was readily answered by Google, Steam Forums or here (or application of glasses + common sense).

I can't imagine how I'd be if I lost my Steam account so you have my sympathy and all of my fingers crossed for a swift and satisfactory resolution.

There is probably a 50% chance your hacked account is just plain gone, you'll never get it back. Steam support is some of the worst you'll find and their attitude will be its your fault for letting it get hacked.

Also sorry you got hacked, but alas I suspect that Steam support wont sort this out let alone do so quickly. Never has a company had such a massive gap between speed of taking money and doing so little to deserve it.

Blizzard + Diablo 3 I'm afraid. Support was abysmal and if you got hacked (which I did), it's your fault. Yes it's my fault that I had a unique and complex password and a clean PC and lost control of my account.

 

[mnewsham]

I got my account back in 2 hours, provided a picture of modern warfare 2 (the game I used to activate my steam account) with the original CD key and submitted that as evidence, they agreed the account was mine and I got it back.

 

[Martimus]

I got my account back in 2 hours, provided a picture of modern warfare 2 (the game I used to activate my steam account) with the original CD key and submitted that as evidence, they agreed the account was mine and I got it back.

The game I used to activate Steam was Half Life 2. I bought a digital copy of it too, so I would just have to find the confirmation e-mail from over a decade ago if it requires the original game. I can provide newer e-mail receipts for them though.

 

[Gordon Freemen]

There is probably a 50% chance your hacked account is just plain gone, you'll never get it back. Steam support is some of the worst you'll find and their attitude will be its your fault for letting it get hacked.

Also sorry you got hacked, but alas I suspect that Steam support wont sort this out let alone do so quickly. Never has a company had such a massive gap between speed of taking money and doing so little to deserve it.

OP I would get onto the steam forums and see what other people have done in the past in your same predicament and Steam is a great service that places great value in the way it treats it's customers Gabe Newell has ethics unlike another service that has unethically tried and failed to steal business from Steam. I really hope you get all your games back and those shitheads get whats coming to them sooner than later FUCxxx stealing hackers! . All the best

@BrightCandle you say "so little to deserve it" Oh go cry to Orgins you baby what are you going to do Steam is an excellent service in FACT it is the best service and they have done infinitely better at creating a product/service than you ever could. All you have done is complain and wine about something that is better and beyond yourself go suck on EA Orgins TIT cry baby.

 

[cl-scott]

While a different company and set of circumstances, I would occasionally run into this sort of thing when I repaired Apple computers for a living. I would say the "tricks" I learned for that are basically pretty universal.

The more evidence you can provide to support your particular claim, the better. If you have 10-20 emails showing you purchased 10-20 different games, send those along. If you have a game you activated with Steam you can take a photo of, send that too. If you can find the email from when you signed up with Steam, send that. Anything that supports your assertion, no matter how tangentially, you should send along.

If you think about it from the perspective of a Valve Steam CSR, then if they're being snowed under with evidence from you, either you are an extremely dedicated account hijacker, or you are the legitimate "owner" of the account. Not to mention it helps them in the game of cover your ass. In the event that you really are a really dedicated hijacker, they can say, "Look at the amount of evidence that they sent me! It was perfectly reasonable for me to assume this is the real account owner." You help them, they help you, everyone is happy except the account hijacker, which is the way it should be.

 

[Craig234]

Not about that, but I noticed I can't adjust the volume playing videos on Steam, and opened a ticket asking how to adjust it.

They responded today, five days later, with a list of instructions on carefully un-installing and re-installing Steam and a link to an article on connectivity solving.

 

[Gordon Freemen]

Not about that, but I noticed I can't adjust the volume playing videos on Steam, and opened a ticket asking how to adjust it.

They responded today, five days later, with a list of instructions on carefully un-installing and re-installing Steam and a link to an article on connectivity solving.

That's not something to bother Valve customer service about. Man figure it out LOL use the forms on Steam or here ect somebody had the same issue and they can help you out so stop being lazy and stop looking for a hand out from Steam every time something doesn't go your way.

PS

We can't afford predatory capitalism.

is right !

 

[Martimus]

I still haven't gotten any response from Valve. It has been 5 days now. They could have at least answered one of my questions by now. Their Customer Service was always the reason I avoided their service for years, but I got lazy and now most of my games are on Steam. Now I am SOL until they fix it.

 

[DeadFred]

A BF3 friend of mine had his Steam account hacked last year and lost everything. He went back forth with Valve CS for over 3 months before saying "screw it" and giving up.

Hope things work out better for you.

 

[Martimus]

I will sue them for the full value of the products if it gets to that. I am hoping it does not, and I am being as courteous and polite as possible until that point.

 

[Craig234]

Think I'm gonna go make my password stronger, given several thousand in games.

Edit: maybe it's pretty safe with 'steam guard' in effect.

 

[Martimus]

I just received an e-mail stating that they are giving me back my account. I hope that I didnt get banned from any games while the person was using my account. Luckily he played mostly Counterstrike during the time, and I don't have any source games that I regularly play.

I won't be able to verify this until late tonight though.

 

[KaOTiK]

Glad to see you got your account back. Make sure to setup Steam Guard and you shouldn't have this problem anymore

 

[Martimus]

Thanks. I will set it up when I get home. I just hope that the hacker wasn't able to take my CC info, since Steam saves that on the server. I doubt it is set up to allow someone to read that info, but Valve never did answer that question when I asked them. (I wanted to know if I should cancel my CC or not. It would be a huge pain to cancel it since all of my recurring bills are paid automatically through that card, so I wanted them to tell me if it was safe or not.)

 

[diesbudt]

Thanks. I will set it up when I get home. I just hope that the hacker wasn't able to take my CC info, since Steam saves that on the server. I doubt it is set up to allow someone to read that info, but Valve never did answer that question when I asked them. (I wanted to know if I should cancel my CC or not. It would be a huge pain to cancel it since all of my recurring bills are paid automatically through that card, so I wanted them to tell me if it was safe or not.)

They would probably have to hack more than just your account to get that info, since they cannot fully read it on your profile. (only last 4 numbers).

So it is doubtful.

 

[JAG87]

But he could have bought a whole bunch of games, so better check your CC statement....

 

[diesbudt]

But he could have bought a whole bunch of games, so better check your CC statement....

True, but didn't actually steal his CC #, and he would have to buy it for the account the card was on, meaning it would be a gift and sent to another account, which is tracable. Along with emails, he should get everytime you buy something.

I know I do. 25 emails in 1 weeks time. Thats summer sale

 

[mnewsham]

If your password for steam was the same as you email address password or other common site (facebook, twitter, online bank) change those as well.

 

[Martimus]

The problem with that is that he changed the email address, so the emails would have gone to him, not me. That said, I did check my CC account for the first three days for strange charges and I was not able to see any. I'll check again when I get home.