How do i contact steam support? Account stolen

[Emiiya]

My brothers account was just stolen both email and password were changed. All friends are reporting his account but he still needs to contact steam support and none of us have any idea how to make contact with steam support. can anyone point me in the right direction?

support on their website has no method of contact as far as we can tell and we have been looking hard.

[mimizukari]

help.steampowered.com while NOT LOGGED IN

[Emiiya]

Have tried doesn't work.
Clicked "Help I can't sign in" then clicked "My steam account was stolen and I need help recovering it"
and there is literally no option to contact ANYONE on there. There is only a change password option and advice on scanning the computer for viruses.

The ONLY method I have discovered so far of being able to contact support is to report fraudulent charges to the credit card on the account. which we are about to do since stolen accounts don't seem to be important enough to speak with a representative about.

[Emiiya]

Correction, since we don't have access to that account we will have to use a different account to report fraudulent charges since you have to be logged in to submit this report.

[Hodman]

Read this carefully:

https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560

[Emiiya]

This did help. was able to submit a ticket. Thank you

[76561199136212083]

hello my account was hacked, my email adress was changet, den my accound was locked

[Washell]

This hasn't changed:

引用自 Hodman：

Read this carefully:

https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560

[76561199202789983]

I know, this thread is a year old, and I am not really expecting help here. Just wanna state. The above does not work if: the highjacker has deleted the E-Mail steam sends, where it notifies you that the E-Mail has changed. Which is the first step in the "How To Recover Your Account" guide. Still trying to get hold of steam support somehow. If I manage, I'll update this thread.

[Muppet among Puppets]

引用自 angusp：

I know, this thread is a year old, and I am not really expecting help here. Just wanna state. The above does not work if: the highjacker has deleted the E-Mail steam sends, where it notifies you that the E-Mail has changed. Which is the first step in the "How To Recover Your Account" guide. Still trying to get hold of steam support somehow. If I manage, I'll update this thread.

You can skip step 1.
But if someone can delete emails on your account, you have a serious problem. All associated accounts and email need to be secured.
If the email password was not the same as steam password (dont re-use any password twice)
your devices are probably infected too.

[Satoru]

引用自 angusp：

I know, this thread is a year old, and I am not really expecting help here. Just wanna state. The above does not work if: the highjacker has deleted the E-Mail steam sends, where it notifies you that the E-Mail has changed. Which is the first step in the "How To Recover Your Account" guide. Still trying to get hold of steam support somehow. If I manage, I'll update this thread.

https://steamcommunity.com/discussions/forum/1/2254559285376575749/

Again read the guide and follow it

[76561199202789983]

引用自 Satoru：

https://steamcommunity.com/discussions/forum/1/2254559285376575749/

Again read the guide and follow it

Dont be a smartass. Yes, that guide helps, since it contains the link to start the process. But it ain't clear as water at all for the above mentioned reason. So, to mirror you: read my post. So here the actual process for those, whose mail got deleted - and yes, thanks to Arashi, who wrote the guide mentioned and thanks to Muppet among Puppets pointing this out while I was figuring it out in the background, and no thanks to you for getting on my freaking nerves. I am a great reader, so eff off:

If you have trouble following the guide "How To Recover Your Account" (or search on steamcommunity - if the link gets removed ...) because the hijacker deleted the E-Mail change confirmation E-Mail on your original E-Mail account since that was hacked as well, you can try the following process:

- Start at step 2: right click, copy and visually verify the following link (BEING LOGGED OUT!!), and follow it (click the link or paste it into your browser), which sends you directly to a page where it asks you to enter your Account Name to continue on your way to reset your password. If the link gets remove here, search for that guide and follow the link in step 2.
- Sidenote: not sure how else to get to that link, truth to be told, the help page sends one to another page ("I forgot my Steam Account name or password") where one can NOT enter the account name, but only the associated E-Mail (which the attacker changed)
- Enter your ACCOUNT NAME, which the attacker cannot change, do the captcha and press "Search" (again, thx Arashi, that link is in his guide and got me rollin)
- In my case I got redirected to a page, where I could perform a "Proof of Purchase", i.e. I was asked about a purchase I made at a specific date with a specific credit card. I had to enter the full details (credit card plus billing address) - hopefully you are paranoid enough yet to make sure the webpage is indeed "steam powered".
- My verification failed (good for you, so I had to go thru more hoops), since they asked me for a years old purchase information and my address changed and my credit card had been replaced with a new one, making the CC verification fail
- So I got to a page, where I had to give them my E-Mail information, a CC I had used to purchase games on that account and also a textbox where I could enter additional information. I guess it helps to add as much (helpful) info as you can - so I entered that old CC info, the new one, the actual E-Mail that was associated, a picture of my bank statement when I made the purchase I was asked for info on the page before (other fields blackened in an imaging program ofc.) and so on.
- enter the captcha and send that information. You may be asked, to verify your E-Mail, do so.
- On the next page, make a screen-shot or at least save your reference code. You can save a link to that page, since that reference code is part of that link.
- Wait.

Now, this will, obviously, take some time, since that process cannot be automated. It does not really matter, whether that process is successful for me, since that really depends on whether they can verify my (your) data. So I'll post this now, since I may forget in a few days. Hope it helps.

Props to me, but mainly to Arashi, who wrote the "How To Recover Your Account" guide, which I did not follow, but provided me with the link to actually start the process successfully. Most people, I guess, could have figured out the rest. So if Steam support reads this and wants to ease the process: just fix that ONE step.

Edit: learned how to spell "hijacker".

[76561199202789983]

引用自 Muppet among Puppets：

引用自 angusp：

I know, this thread is a year old, and I am not really expecting help here. Just wanna state. The above does not work if: the highjacker has deleted the E-Mail steam sends, where it notifies you that the E-Mail has changed. Which is the first step in the "How To Recover Your Account" guide. Still trying to get hold of steam support somehow. If I manage, I'll update this thread.

You can skip step 1.
But if someone can delete emails on your account, you have a serious problem. All associated accounts and email need to be secured.
If the email password was not the same as steam password (dont re-use any password twice)
your devices are probably infected too.

Thanks a bunch mate. Edit: and yes, I know. Trojan basically means wiping my HD -.- Gotta figure out the culprit tho, so I am running diagnostics in the BG. May fail and get my new passwords as well. I am working in IT and trying to figure this out is even more interesting to me than actually saving my data :P Thx again, for actually helping instead of just saying "read again" :)

[Muppet among Puppets]

Steam should make one specific section for:
Account hijacked, all details changed.

After i read your way, i hope the contact email for your case is not the current (hijacker) email on the account somehow, and that the ticket is not made "in that account". I am not sure, so remember what happened in your way.


Until that section exists:
The guide makes sure that all self helps fail. So support communicates not through anything related to the now hijacked account. That is what people often dont realize. The guide makes you fail the steps 2-6, so you contact support at 7.
With another email, without any access to the account.

[76561199202789983]

Well, the E-Mail is the previously compromised E-Mail account, which should be somewhat safe now, since one has to reacquire it. The hijacker E-Mail was different (I saw part of it when trying to log in with my user name) an one has to actually enter the E-Mail the account was created with - which I have never changed, so that was easy. If following Steams guide, the hijacker should not have access any longer, since the password will be changed (since the E-Mail provider would require that as well, ofc). Yet, obviously and especially if the user data was acquired via trojan that E-Mail could get compromised again. So really a HD wipe would be in order before one could assume proper security again. Steam required a lot of personal details it can verify to figure whether the reset request is valid. So I do not see a big problem there. The hijacker him/herself would not - usually - get all that data (full CC information, dates of purchase, etc.). Yet the account could easily get compromised again if one has a trojan - and Steam could add that info. Mark Russinovich, Microsoft specialist reverse engineering trojans (and much more), argues that one can never be sure if one got rid of the thing,, since it can hide from the operating system and reinstalling the operating system is the only way to be actually safe.

In my case I am not so sure the reason is a trojan, although I cannot rule it out. I work with all kind of network tools, source code, etc. - not taking and having the time to verify each of them perfectly (I do know how to reverse engineer software, yet that is a process :P) Yet I had this game on my HD I played years ago, reinstate my account there an figured it is linkable to steam two days ago. Never use the same password - hardest rule to follow. I currently parse all my network data for my new password. If they pack it before sending it, tough luck, but otherwise I'll figure who that *** was. At least what application has been sending it.

There should be no self help if the E-Mail is compromised. Manual verification of the account owner by Steam. And the section should be findable easily o.o

Using two factor authentication obviously also helps. I just hate giving out all my data to everyone. Guess I have to learn the hard way there is good sides to it.

[Muppet among Puppets]

Whatever happened, if someone could delete an email in your email account,
i would recommend the worst case procedure.

There is no time to look around. Get a safe system and save email and all associated accounts. All settings, all details.

Enable 2fa for email then too.