How to contact Steam Support directly?

[Violet Orchid]

Morning all,

Does anyone know how to contact Steam directly?

I bought Vermintide 2 yesterday, played the Prelude level and then quit the game. 4 ish hours later I decided I actually didn't want the game and went to request a refund.

Unknown to me Vermintide 2 has a bug where it carries on 'running' in the background even when you exit the game and I hadn't noticed that my Steam Client had it as 'running' when you look at the list of games.

Unfortunately Steam has refused a refund request claiming I've played 4 hours, even though I pointed out this. I could have also mentioned that they should look at my Achievements as I'm pretty sure that someone playing for 4 hours would not have just gotten the Prelude Achievement.

After submitting the refund request I did a search and found on the Vermintide 2 Steam Discussion page that it is a known bug that the game stays 'running' when you exit it.

Any clue as to how to get in contact with them proper?

Thanks for any help.

[Snapjak]

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

Find the purchase, I have a question...
Explain in a friendly manor, hope for a refund.

[Violet Orchid]

I'll try that if they refuse a refund again. This time around I explained clearly what occurred.

[Satoru]

There is no “bug” in Vermintide that leaves it running

[Crazy Tiger]

Originally posted by Satoru:

There is no “bug” in Vermintide that leaves it running

A year ago there were multiple threads about it, though I'd expect it to be fixed by now.

https://steamcommunity.com/app/552500/discussions/0/1694914735994799554/
https://steamcommunity.com/app/552500/discussions/0/1697167168519024769/
https://steamcommunity.com/app/552500/discussions/0/1692662484242280665/
https://steamcommunity.com/app/552500/discussions/0/2650805212045205479/

[MancSoulja]

Originally posted by Crazy Tiger:

Originally posted by Satoru:

There is no “bug” in Vermintide that leaves it running

A year ago there were multiple threads about it, though I'd expect it to be fixed by now.

https://steamcommunity.com/app/552500/discussions/0/1694914735994799554/
https://steamcommunity.com/app/552500/discussions/0/1697167168519024769/
https://steamcommunity.com/app/552500/discussions/0/1692662484242280665/
https://steamcommunity.com/app/552500/discussions/0/2650805212045205479/

The issue is more likely to be with the individual user’s configuration, rather than the game.

[zZzooey.exe]

Majority of the time if you are out of the 2 hours/14 days support will not refund you, of course, there are some exceptions but very, very rare. You cant really proove was it bug or you indeed played, or forgot to close it, or something else, but good luck anyway! You never know.

[Violet Orchid]

Originally posted by ん:

Majority of the time if you are out of the 2 hours/14 days support will not refund you, of course, there are some exceptions but very, very rare. You cant really proove was it bug or you indeed played, or forgot to close it, or something else, but good luck anyway! You never know.

Well I only played the Prelude then quit the game. Did not realise the game was running in the background via the bug (see above links). Also I expect games to stop running when I quit them, I don't expect to have to go into Task Manager to turn them off. Considering the bug has been reported by others Steam should give me a refund. Plus, I only have one Achievement, I highly doubt I'd only have one if I had actually been playing for 4 hours.

[Cathulhu]

That bug existed over a year ago. It was fixed.

[Violet Orchid]

Originally posted by Cathulhu:

That bug existed over a year ago. It was fixed.

Then why did it happen to me?

[Cathulhu]

Can have many reasons, not all of them due to the game itself. Hard to say actually.

[AmsterdamHeavy]

Originally posted by Crazy Tiger:

Originally posted by Satoru:

There is no “bug” in Vermintide that leaves it running

A year ago there were multiple threads about it, though I'd expect it to be fixed by now.

https://steamcommunity.com/app/552500/discussions/0/1694914735994799554/
https://steamcommunity.com/app/552500/discussions/0/1697167168519024769/
https://steamcommunity.com/app/552500/discussions/0/1692662484242280665/
https://steamcommunity.com/app/552500/discussions/0/2650805212045205479/

The only thing you can do is reply, explain and link to these threads and cross your fingers.

I have gotten a refund beyond the limits; it isnt impossible.

[Violet Orchid]

Originally posted by AmsterdamHeavy:

Originally posted by Crazy Tiger:

A year ago there were multiple threads about it, though I'd expect it to be fixed by now.

https://steamcommunity.com/app/552500/discussions/0/1694914735994799554/
https://steamcommunity.com/app/552500/discussions/0/1697167168519024769/
https://steamcommunity.com/app/552500/discussions/0/1692662484242280665/
https://steamcommunity.com/app/552500/discussions/0/2650805212045205479/

The only thing you can do is reply, explain and link to these threads and cross your fingers.

I have gotten a refund beyond the limits; it isnt impossible.

Good to know.

Another thing is, if they were to load up my copy of the game, they’d see I have no progress in any of the characters. If it was true I had played for four hours then there’d be progress and not just evidence I had played the prelude.

[AmsterdamHeavy]

Originally posted by Charybdia:

Originally posted by AmsterdamHeavy:

The only thing you can do is reply, explain and link to these threads and cross your fingers.

I have gotten a refund beyond the limits; it isnt impossible.

Good to know.

Another thing is, if they were to load up my copy of the game, they’d see I have no progress in any of the characters. If it was true I had played for four hours then there’d be progress and not just evidence I had played the prelude.

That part is irrelevant; youre over the time limit.

The refund I got over the limit was for No Man's Sky. It was denied.

I replied, pointed out her age of my account, the value of it, and that I had never refunded a game before.

They processed the refund at like 17 days and 4 hours. Your mileage may vary; I am not speaking for support in any way.

Just explain the issue, link the data you have from the game forum, and ask again nicely, and cross your fingers.

[Hennix]

No Man's Sky was a special refund case

[zZzooey.exe]

Originally posted by Hennix:

No Man's Sky was a special refund case

Yep. After its release fiasco Steam gave out refunds to anyone that bought it irregardless of the rules, no questions asked. I remember because my friends who bought it were jumping at the refund train lightspeed.