Need help support Can't confirm my steam deck reservation

[Diabolik]

Hello,

After 1 year of waiting, I finally received a confirmation email saying that my steam deck is available and that I have to confirm the reservation. The problem is when I place the order, it gives me an error message with this:

"An error has occurred while initiating or updating your transaction. Please wait a minute, then try again or contact support for more information.

I created this steam account a few years ago when I was living in Ireland except that Im moving away. When I tried to checkout it said Ireland as the delivery country. So I deleted my credit card and put it back in with my new address but that doesn't validate the order. There is obviously a bug ...

If there is a member or someone from support who can help me ? I have 3 days before I lose my reservation. :(

Thank you for your help.

[NuLife]

Contact support

[pvarfal]

You need to contact tech support directly (there should be a link somewhere in your order history pages). I doubt anyone from Valve tech support reads any of these forums--it's all just 'users like you' here! Good Luck! I hope you get it sorted out.

[Diabolik]

I did it and the support obviously didn't understand what's happen. Their message:

_____________________
Hello,

You must make your purchase from the region you are currently in using a payment method associated with a local address. Steam Support is not able to change the country associated with your Steam shop.

Steam shop prices and currencies depend on your location. The different payment methods available in your area will be displayed when you check out.

You can only change your shop country when you are in another region.

For more information, please see the "Steam Store Country" article.

Best regards,
_______________________________

I'm longer in Ireland but in France and I am validating my order with a French credit card. However, it doesn't work and I always get this error message. I have tried via paypal or credit card but it doesn't change anything.

I bought a game this evening to see if I could change my country shop associated with the same french credit card and I succeeded, it is no longer marked in my account detail Ireland but France. However, this doesn't fix the steam deck bug. I've never seen anything like it honestly.

After 1 year of waiting, I'm jaded to an unimaginable level now.

[Mahjik]

Unfortunately, no one here can help you. It's just normal users here. However, as long as your new destination is a place that Valve can ship to, they should be able to fix it. Also, they will give you a grace period if your purchase time expires.

[Diabolik]

I was hoping that some of the support people would also help on the forum but you are right. I will keep my fingers crossed and hope that the support person who answers me will understand my situation.

Thank you

[Bee🐝]

If you placed your original order using the Irish address, you might have an issue.

You were placed in the UK line originally - because of the plug situation, all Irish orders are in the UK line and not the EU one.

Last time someone asked, they were told they couldn’t place the order for anywhere outside the original region. A quirk of the system is that the card has to match the region. That would explain why games are fine but the Deck order - still set to Ireland - is not.

However, this was when stock was still extremely limited, things might’ve changed now. Remind Support about the UK/Ireland/EU issue, we’ve noticed the average person in Support logically assumes - like we did - that Ireland is in the EU line. They might be able to sort this out, I believe they helped someone with a similar issue before.

[Diabolik]

I don't remember having entered an address when I booked the steam deck a year ago, I think the store country was automatically set to Ireland because I created this account when I was in Ireland and I never thought to update it since I was only buying virtual games that didn't require shipping.

To confirm my reservation this evening, I filled in my French address as well as my French credit card but it's not working. I have no possibility to send it to Ireland since I have no contacts there now.

[Bee🐝]

Escrito originalmente por Diabolik:

I don't remember having entered an address when I booked the steam deck a year ago, I think the store country was automatically set to Ireland because I created this account when I was in Ireland and I never thought to update it since I was only buying virtual games that didn't require shipping.

To confirm my reservation this evening, I filled in my French address as well as my French credit card but it's not working. I have no possibility to send it to Ireland since I have no contacts there now.

Yeah, that sucks. Hopefully, the location thing isn’t the issue and it’s just a system mixup somewhere.

Trust me, others have brought the “moving from Ireland to the EU” issue up with Support before - answers were extremely vague.

Good news though, I read earlier on Reddit that someone was able to move their Deck order from the US to a European country. Supported sorted it all out, so there’s totally hope. I feel like this was far more of an issue when stock was limited.

[Diabolik]

The problem is that I got a totally erroneous response from support after my first email to which I replied and since then I have had no response.

I don't know if I should close the thread and open a new one?

[Bee🐝]

Escrito originalmente por Diabolik:

The problem is that I got a totally erroneous response from support after my first email to which I replied and since then I have had no response.

I don't know if I should close the thread and open a new one?

Just reply to the currently open one. It's always best to keep the ticket you have or you'll go to the back of the line. That could add extra days.

Just keep at them, and explain the issue again, they sometimes miss stuff in the rush.

[Diabolik]

Escrito originalmente por Bee:

Escrito originalmente por Diabolik:

The problem is that I got a totally erroneous response from support after my first email to which I replied and since then I have had no response.

I don't know if I should close the thread and open a new one?

Just reply to the currently open one. It's always best to keep the ticket you have or you'll go to the back of the line. That could add extra days.

Just keep at them, and explain the issue again, they sometimes miss stuff in the rush.

No answer since last night 23h. In my opinion it's ruined. Thanks Valve for this absolutely stupid ordering process.