Got a refund

[Sentry]

After getting two auto denials, I used the contact Steam Support option instead and got a human. I had 5 hours, so your mileage may vary.

“Thank you for contacting Steam,

Due to the minimal playtime on the game since purchase, I have gone ahead and refunded this purchase back to your Steam wallet.

Let us know if you ever have any questions or issues and we will do all we can to help.”

[123]

Yeah, I have quite a few hours.

But still asking for a refund.

They are currently analyzing the situation and contacting the company.

Steam is pretty strick with early access, especialy with high notoriety games.

You better release the game in any state or you wont see a cent.

I would prefer the money back, the game will never be finished

[Gorro]

interesting. i only have 6.6 hours and they said no refund even though everything that is going on happened. but 5 hours is ok?

[Sentry]

Originally posted by Gorro:

interesting. i only have 6.6 hours and they said no refund even though everything that is going on happened. but 5 hours is ok?

I ran it through AI and sent it to them. It’s slightly personalized, but maybe can help you. Make sure to send it to support instead of using the request a refund option. Here it is:

I am requesting supervisor review of my refund denial for Ashes of Creation. I have submitted two refund requests that were auto-rejected due to playtime, but this situation is exceptional and does not fit standard refund policy parameters.

I have been a Steam customer since the beta period over 20 years ago and own over 1,000 games on the platform. This is not a pattern of refund abuse - this is a legitimate exceptional circumstance.

Intrepid Studios issued WARN Act notices on February 1, 2026 stating inability to make payroll. The founder resigned, mass layoffs occurred February 2, 2026, and the game may shut down permanently at any time. The product I purchased - a functioning early access game with ongoing development - no longer exists and may become completely unplayable.

Multiple users are reporting that Steam HAS granted refunds for Ashes of Creation despite playtime over 2 hours, which demonstrates Steam recognizes this as an exceptional circumstance. However, my requests continue to be auto-rejected. I am requesting consistent application of the exception policy that is already being granted to other purchasers.

I am requesting human review of this refund request before I proceed with complaints to the FTC, my state Attorney General’s consumer protection division, and consultation with class action attorneys, as this issue affects thousands of Ashes of Creation purchasers who are being denied refunds inconsistently.

[NKWulf]

How do you contact Steam support to get a human rather than using the refund option?

[Sentry]

Originally posted by NKWulf:

How do you contact Steam support to get a human rather than using the refund option?

Steam Support, Purchases, I have a question about this purchase.

[NKWulf]

ok cool thanks

[david]

yes got a refund :(

[76561199221425666]

Originally posted by Sentry:

Originally posted by NKWulf:

How do you contact Steam support to get a human rather than using the refund option?

Steam Support, Purchases, I have a question about this purchase.

Does it only work if you purchased it through steam? I bought the Alpha before it went to Steam and have less than 2h playtime. What would be the best way to request a refund?

[Shiro]

It is highly unlikely you will get a refund if you bought it from the ashes website and was migrated over to steam, steam would literally just be giving you their own money in that case, not to say they wont do that but I wouldn't expect them to.