My son's account was hacked and stolen, but there seems now way to contact steam

[kabonkersRevenge]

My son can no longer use his steam account, someone hacked his email then redirected all the email from stream to trash then proceeded to alter the account and change out the contact email. All this happened quick. So none of the "Auto" help features work. I paid for tons of games on the account. But now a hacker has them? But there is now way that I can find to contact Steam directly? Is there a phone number, email? the help system just runs me in circle after circle after circle? It is very frustrating, please help if you know how to get this company to respond and take the safety of children seriously. Now the hacker is trying to contact my son through steam on another account, and it is frightening.

[Wolf Knight]

Account Recovery

https://help.steampowered.com/en/wizard/HelpWithAccountStolen
https://support.steampowered.com/kb_article.php?ref=2347-qdfn-4366

Here is a guide that another Steam user was kind enough to make. It will help you navigate your way thru the recovery process if you are having any problems.
https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560

You should have received an email about the changes to your password/email. In that email is a link that allows you to lock the account, this will help reduce the damage that the hijacker can do.

While waiting for support to return the account, figure out how you gave away the account log in (if you havent already done so). All 3rd party sites are USE AT OWN RISK.

[kabonkersRevenge]

Well they got into my son's email account then they auto deleted emails from steam, so it was quite deliberate. I will go through these and see if they help. thanks

[kabonkersRevenge]

Other businesses make it quite simple, you just contact them. this is not simple at all.

[FMP]

Publicado originalmente por kabonkersRevenge:

Other businesses make it quite simple, you just contact them. this is not simple at all.

Valves all about automation so they can put in the lowest amount of effort and customer communication possible.

[kabonkersRevenge]

I have tried these, but cannot make it to the end of the piece where you get to contact steam. It seems they do not want to be contacted. Plus it is a child's account that is stolen, and I should be able to contact them.

[Washell]

Publicado originalmente por kabonkersRevenge:

Other businesses make it quite simple, you just contact them. this is not simple at all.

It used to be simple, and that led to a 3 month wait on support issues. Now it takes a guide, but you'll recover the account in hours, at most a couple of days.

But if you want the phone experience:
https://www.youtube.com/watch?v=XxiB5uc-WW8

Publicado originalmente por kabonkersRevenge:

I have tried these

While logged into Kabonkers? Because that will screw up the process. Use incognito mode.

[SpunkyJones]

Publicado originalmente por kabonkersRevenge:

I have tried these, but cannot make it to the end of the piece where you get to contact steam. It seems they do not want to be contacted. Plus it is a child's account that is stolen, and I should be able to contact them.

The guide is used daily by users and they get back there account with no problem if they follow it. Calling would slow down customer support greatly

[Teksura]

Publicado originalmente por kabonkersRevenge:

Other businesses make it quite simple, you just contact them. this is not simple at all.

It's pretty much industry standard. Click the option for forgotten password, follow all prompts.

Whenever someone says they are having trouble with account recovery here, the issue always boils down to "is refusing to follow the prompts" or "Just plain quit partway through". Just follow the directions in front of you and it is easy.

For example, when it asks you for the email address you have associated with the account, you have 2 options:

Option 1: Provide the information, and continue following prompts if that doesn't work to continue the process as it offers alternatives after trying the first method.

Option 2: Say "bUT I KnOW THIs Won't woRk So i'm NoT goiNg tO DO IT bECAuSE i knoW it wAs cHAnged" and give up, thus preventing yourself from resolving the issue.



Just... Follow the directions in front of you. Provide what you are asked to provide. Even if you think you shouldn't have to do so or it wouldn't help, do it anyway. It's asking for a reason and if it doesn't work you'll be given more options.



Why don't you take us step by step through exactly what you're doing so we know what point to tell you "stop aborting the process here and click the button that applies to what you need instead".

[kabonkersRevenge]

That line doesn't work. The account was stolen, so they changed the email. So using my son's email is worthless. I have tried it several times. It is just a loop. They should allow you to contact them.

[kabonkersRevenge]

This not a forgotten password. nothing that simple. If they steal your account they can change everything, and they did. Just trying to get it back for my son at xmas.. But not easy.

[Teksura]

Publicado originalmente por kabonkersRevenge:

That line doesn't work. The account was stolen, so they changed the email. So using my son's email is worthless. I have tried it several times. It is just a loop. They should allow you to contact them.

It sounds like your problem is you're giving up at the email step. Have you tried not giving up at that point?

enter the email anyway. You'll be given the following result:

Sorry, we were unable to find an email address that matched your search.
TIP: Try searching with a different email address or your phone number.
I forgot my password, but I know my account name.

Search with my account name

Have you tried clicking the "Search with my account name" button at this point yet?

Publicado originalmente por kabonkersRevenge:

But not easy.

Literally all you have to do is follow the on-screen prompts. I'm sorry you are finding this to be not easy, but nobody can do this for you. You'll have to work through it and see if you can follow the simple directions provided.

[FookinRaw]

Publicado originalmente por kabonkersRevenge:

That line doesn't work. The account was stolen, so they changed the email. So using my son's email is worthless. I have tried it several times. It is just a loop. They should allow you to contact them.

If your son's email password was changed, you should have contacted the email provider to reset the password at this point.

[Washell]

Publicado originalmente por kabonkersRevenge:

That line doesn't work. The account was stolen, so they changed the email. So using my son's email is worthless. I have tried it several times. It is just a loop. They should allow you to contact them.

Just tried it (in incognito mode). Used one of my emails I've never used on Steam. Response: we can't find that. Would you like to try the account name? Account name can't be changed, so that will always work. No loop.

[kabonkersRevenge]

No, my son tried to recover his account and end up creating a new account with a 1 after it. Then he logged in and was hoping he could ask the hijacker for his games. But that obviously wouldn't work. But he is still a child and thought he would ask. So now his email is associated with a new account. So the helpless loop, ask if he wants to update the password for this new account and doesn't have a relationship to the old account. So there is no way the automated system can make heads or tails of this problem. It is why people need to get involved.

[Teksura]

Publicado originalmente por kabonkersRevenge:

This not a forgotten password. nothing that simple.

This makes it sound like your problem is actually that you are making excuses to not initiate the process at all. Have you tried not making excuses and starting the process instead?

Follow the instructions given and begin the account recovery process, and follow all of the prompts in front of you.