Hacked Account - Support please

[DwaejiTokki]

Dear Valve support,

Please help us. My wife's account was hacked. Suddenly the steam client does not accept her password. She wanted to reset it but the page shows a totally strange email. Even the country TLD is strange. She does not have email which TLD ends with r*. Maybe .ru?
So she can't reset it via email. She wanted to proof the ownership via the purchase but there must be some kind of bug in the paypal checker. She has the email with the purchase, the purchase is visible in the paypal page but the steam failed to check.
There is no email where she can send any evidence and she cannot raise ticket because she can't log in. Now the steam locked her account to try to recovery because of the so many tries.
How can she get back her account?
No please do not link the standard help page because none of them are working for her.
She can access her email and all proof is there but it seems someone changed the email to a different one. We also can proof all paypal purchases.

Thank you.

[Cathulhu]

This is a forum, not Steam Support.

This is literally the only way, also it works if you actually follow all instructions, not just those above a form/button but those below them as well.
https://help.steampowered.com/wizard/HelpWithLogin

[Strange.but.true]

Is this really the only way? The identical thing has happened to me on my other account, including the change to an email address with a .r*. I have been supported before to reset the account, but it has happened again. Now when I try to send another support request to Steam it won't send as it says 'there is already an open request associated with this email account'. Any advice on alerting Steam Support a different way?

[DwaejiTokki]

Funny. Not a steam support....wait because IT DOES NOT EXISTS? You can't contact them, can't send email, webform or ticket. There is a self service page what you linked but it does not work in all cases.
Problem: email was changed for the account and the password was reset. Instead of the old it it is some kind of @m***.r* Well, may I guess? mail.ru?
If you forgot the password then the new pass will be sent to the email.. which is now the hacker's email.
When you loose the email mailbox then you must validate with the password which was changed by the hacker.
The last option is validate by paypal. Now here is the bug. I purchased the games for both steam accounts from my paypal this is why the system cannot check automatically the purchase. On the same day from the same paypal I have bought 2 pieces from the same game. We played together. Now I think the automatic process check the day and the game but maybe it checks only one instance which is on my account and not the second instance which went to my wife's account.

And it is funny that there is not a support person who can check and fix this bug in the steam system and give my wife's account back.
Only scammer and fake companies does not have contact support email. This is very strange from a company like steam.

[nullable]

It's true a lot of user issues are self solvable, and Steam tries to direct people to using built in solutions. But you can contact them and create support tickets.

Account Recovery
https://help.steampowered.com/en/wizard/HelpWithLoginInfo?issueid=406
https://support.steampowered.com/kb_article.php?ref=2347-qdfn-4366


Log out of all Steam accounts on the PC you are using before you do this.

Recover the account.

Go here... https://help.steampowered.com/en/wizard/HelpWithLoginInfo?issueid=406

Type in asdfghjkl as the account name and fail at recovery a couple times. Do a few captchas and submit a ticket.

And read... https://support.steampowered.com/kb_article.php?ref=5421-QTFB-3090

They usually ask for the 1st email, phone number, wallet card#, gift card# game key added and credit card info (usually 3 of all those) to ensure it was you who created the account.

[Strange.but.true]

Thank you for this. However, I have already done all of those steps, and it says that there is already an open ticket for that email account. There is no way of raising a new ticket until the previous one is completed, and I have no control over their response to the previous ticket.

[аdvicebanana]

https://help.steampowered.com/en/wizard/HelpWithAccountStolen

[rawWwRrr]

Correct. Wait for your answer. They answer all tickets.

[nullable]

Originally posted by Strange.but.true:

Thank you for this. However, I have already done all of those steps, and it says that there is already an open ticket for that email account. There is no way of raising a new ticket until the previous one is completed, and I have no control over their response to the previous ticket.

So did you guys open a ticket and you're just impatient and maybe imagine more tickets will help? (They won't.)

Or did your wife also lose her email address, IE are more than just her Steam account compromised?

[DwaejiTokki]

Originally posted by Brockenstein:

.... and fail at recovery a couple times. Do a few captchas and submit a ticket.

And read... https://support.steampowered.com/kb_article.php?ref=5421-QTFB-3090

They usually ask for the 1st email, phone number, wallet card#, gift card# game key added and credit card info (usually 3 of all those) to ensure it was you who created the account.

Thank you, this worked. After a few attempt a new ticket interface appeared and I was able to send a form. I hope they will be able to solve it.

[Strange.but.true]

My worry is that all the responses to my previous resetting of the account (earlier this week), including the security codes they sent, have disappeared from my email inbox. I'm guessing my email has been hacked and any 'steampowered.com' emails have been deleted. I've reset the password to my email, but the first time I tried to raise a ticket today I have received the message that there is already an open ticket on that account. I first raised a ticket four days ago, and that was dealt with successfully. I don't think I'm being impatient, but as it stands there is no way to find out the status of my account.

[DwaejiTokki]

@Brockenstein thanks once more. My wife got back her account. The support solved it via the ticket. :)

[Strange.but.true]

Make sure your wife changes her password on her email account too. I got back access to my account the first time, but then had it hacked again three days later! Frustrating!