My Original Account Has Been Stolen

[UnhappyCustomer]

My steam account has been stolen by someone in Russia (can tell by the email address now associated with the account). This account was created solely to recover the original.

The password has been changed along with the email address.

Nor can I open a support "ticket" from the original account without logging in with password/email.

When I try to verify with PayPal I get "failed to verify paypal account" message, yet on PayPal I can see the transactions.

Steam support is an endless circle on menus telling you to either enter the password or email address. There doesn't seem to be any way to contact a PERSON to resolve this.

From looking around I'm not the only person with this problem.

What can I do? Is there a secret access to Steam Support or something?

How do I open a ticket from this account??????? They make it a scavenger hunt.

[mimizukari]

you do not open from an account. logout and go to help.steampowered.com

[UnhappyCustomer]

Oh that was fun, in order to reply to the thread I started I need to have SteamGuard. Another hoop successfully jumped thru.

Anyway, when I go to help.steampowered.com it tells me to log in.

Why did I have to log out?

How EXACTLY do I open a ticket? Step-by-step please.

[UnhappyCustomer]

Made a nice screen shot with arrows and words, but no can post

[mimizukari]

you must visit while logged out, and there will be an account-related option.

[lewp]

Step 1. Self Lock your Steam Account.
Read: https://support.steampowered.com/kb_article.php?ref=6416-FHVM-3982

Step 2. Scan your computer for Viruses.
A free Anti-Malware tool: https://www.malwarebytes.com/

Step 3. Recover your account.
Read: https://support.steampowered.com/kb_article.php?ref=2347-qdfn-4366

If you have trouble, you can but it's not really recommended.. Input an e-Mail of yours that is not linked to a steam account, it will fail to find an account. Do it a second time and a link will appear to contact steam support. Be sure to provide ALL proofs of ownership you can so Steam Support can have an easier time assisting you.

Step 4. Secure your e-Mail.
From a known safe & secure machine. Change your password and check all of your security information on your e-Mail account to ensure it's your information.

Step 5. Secure your account.
When your account is granted back to you by Steam Support, read the following.
Account Security Recommendations: https://support.steampowered.com/kb_article.php?ref=1266-OAFV-8478
Phising Information & What to lookout for: https://steamcommunity.com/actions/ReportSuspiciousLogin

Additional:
Deauthorize all other devices: https://store.steampowered.com/twofactor/manage
Revoke API keys: https://steamcommunity.com/dev/apikey

[rawWwRrr]

Originally posted by UnhappyCustomer:

Oh that was fun, in order to reply to the thread I started I need to have SteamGuard. Another hoop successfully jumped thru.

Anyway, when I go to help.steampowered.com it tells me to log in.

Why did I have to log out?

How EXACTLY do I open a ticket? Step-by-step please.

When logged out, and you go to help.steampowered.com, do you not see the option that says "Help, I can't sign in"?

[UnhappyCustomer]

Thank you for your assistance.

1. Locking my account, the link above says:

How do I lock my account if it is stolen?
Locking your account is simple. When certain Steam account changes are made, a notification will be sent to the email address that is associated with your account. These include the following:

Password changes
Email changes
Steam Guard code requests
In these various notification emails you will find a link to lock your account. Once clicked, you will be taken to a page to complete the process. Even if your email address is changed on your Steam account, you will still receive an email with a lock link confirming the action.


Unfortunately locking my account (the original one that is now linked to a different email address in Russia and has a password I didn't reset) does not seem to be an option. I received an e-mail on 2/27/20 with a code to reset my password that says, and I quote:

"If you are not trying to change your Steam login credentials, please ignore this email. It is possible that another user entered their login information incorrectly. "

Well, I wasn't trying to reset my password, so I ignored it.

I never received an email saying my password was actually changed.

I do not "find a link to lock your account" on that or any other Steam email.

2. My computer has been scanned.

3. I followed the instructions at "Recovering a Stolen or Hijacked Steam Account" and that is where I get the "failed to verify paypal account" message in my original post.

4. Already did the email password change.

[UnhappyCustomer]

Originally posted by rawWwRrr:

Originally posted by UnhappyCustomer:

Oh that was fun, in order to reply to the thread I started I need to have SteamGuard. Another hoop successfully jumped thru.

Anyway, when I go to help.steampowered.com it tells me to log in.

Why did I have to log out?

How EXACTLY do I open a ticket? Step-by-step please.

When logged out, and you go to help.steampowered.com, do you not see the option that says "Help, I can't sign in"?

Yes, I've been thru that several times, it leads in a circle and I don't have the password or the email address. When I try to verify with PayPal I get "failed to verify paypal account" message.

That link leads me in an endless circle of frustration.

[UnhappyCustomer]

How do I file a help ticket from THIS account about the old account? How do I get a live person from Steam support, if that is even possible?

[lewp]

Originally posted by UnhappyCustomer:

How do I file a help ticket from THIS account about the old account? How do I get a live person from Steam support, if that is even possible?

All the support people are live people. You can explain everything in detail in the text box provided when you reach the form.