Friend cannot log into account, no response from Steam Support

[Antwonmon]

On Jan 3rd, my friend recently attempted to reset their password as they forgot their old one. After getting the email with their temp password, they created a new one and logged in. They started playing a game and was immediately logged out though they were able to keep playing.

Next time they went to log in they were unable to. They have created a trouble ticket with Steam Support to assist with this issue but it has been a week since then and they have not received any response yet.

We've tried to look for a number to call or live chat function to get a quicker response but haven't found anything yet. They have sent a tweet to the Steam Support twitter account, and they also tried to open another ticket in case their first one got lost somewhere but you're only allowed one open ticket on an account.

We're lost on what to do now and would appreciate any help/advice.

[nullable]

Sounds like you need to create a support ticket. And based on what you describe it sounds like the account might be hijacked. Either way it sounds like you tried everything but doing the thing you're supposed to do to contact Steam Support.

[Zaskar]

Your friend(not you) will have to work with the Support(through tickets, there's not phone number or email) to recover his/her account.

Also, s/he doesn't need an account to contact the Support, just fail the recovery a couple of times.

[Antwonmon]

Publicado originalmente por politediligence:

There is no live chat or phone support, and as far as I know there is no Steam support twitter account either. Your friend can add a reply to their existing ticket asking for an update.

They cannot log in, and so cannot add to the existing ticket.

Publicado originalmente por Brockenstein:

Sounds like you need to create a support ticket. And based on what you describe it sounds like the account might be hijacked. Either way it sounds like you tried everything but doing the thing you're supposed to do to contact Steam Support.

They have already created a support ticket as stated in my post.

Publicado originalmente por Zaskar:

Your friend(not you) will have to work with the Support(through tickets, there's not phone number or email) to recover his/her account.

Also, s/he doesn't need an account to contact the Support, just fail the recovery a couple of times.

They have already created a support ticket without being logged in, but thank you.

[FFL2and3rocks]

There is no "answer my ticket faster" button if that's what you're looking for.

[Antwonmon]

Publicado originalmente por FFL2and3rocks:

There is no "answer my ticket faster" button if that's what you're looking for.

We are well aware. From what others have said they typically get a response within a few hours, 24 hours max, but this has been over a week now. We are hoping for advice from others that have been in this situation or similar ones.

Or if someone from Steam sees this and assists that would be even better of course but I'm not holding my breath.