Account was hacked and can't create a ticket for it

[Cornwelsh Pippybottoms]

I likely had my laptop infected with malware or something and I woke up to my account being hacked. They had access to my steam email, changed my steam guard number, and changed my password. Not only that, when I go to submit a ticket under the hijacked account section of support, I can't create one due to there already being a ticket submitted for my account. I hadn't even submitted one yet, so this person clearly knew to do this to eliminate this as a possibility. So... what do I even do now?

This is my account: https://steamcommunity.com/id/Nawtyy

[Zekiran]

How to recover your account
https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560



If you personally created the original account and have the original email and receipts proving whatever ownership Support asks for, that's how to do it.

If someone else already has done so, DID you create the account yourself, and have never ever given it to anyone or been given it?

In the mean time, Your account is compromised, not 'hacked'.

Scan for malware. https://www.malwarebytes.com/

Deauthorize all devices https://store.steampowered.com/twofactor/manage

Change your password on a secure device.

Generate new back up codes. https://store.steampowered.com/twofactor/manage

Revoke the api key https://steamcommunity.com/dev/apikey
** If there is nothing in the API key area, that’s fine. If there IS something, remove it. Nothing should be there.**

No items that have been traded away during this time will be returned to you.

Change your Email’s password on your computer for safety

[Cornwelsh Pippybottoms]

Originally posted by Zekiran:

How to recover your account
https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560



If you personally created the original account and have the original email and receipts proving whatever ownership Support asks for, that's how to do it.

If someone else already has done so, DID you create the account yourself, and have never ever given it to anyone or been given it?

In the mean time, Your account is compromised, not 'hacked'.

Scan for malware. https://www.malwarebytes.com/

Deauthorize all devices https://store.steampowered.com/twofactor/manage

Change your password on a secure device.

Generate new back up codes. https://store.steampowered.com/twofactor/manage

Revoke the api key https://steamcommunity.com/dev/apikey
** If there is nothing in the API key area, that’s fine. If there IS something, remove it. Nothing should be there.**

No items that have been traded away during this time will be returned to you.

Change your Email’s password on your computer for safety

I made the account 8 years ago, so I don't have the original creation emails since aol clears old ones from time to time. Also, where and how am I supposed to communicate with steam support if I can't even create a support ticket for my account? And no, this account is not shared - been mine for almost 8 years. I've already changed the account info on all my emails and such, but I'm still unable to access my steam account.

[Bee🐝]

Originally posted by cornwelshpippybottoms:

Originally posted by Zekiran:

How to recover your account
https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560



If you personally created the original account and have the original email and receipts proving whatever ownership Support asks for, that's how to do it.

If someone else already has done so, DID you create the account yourself, and have never ever given it to anyone or been given it?

In the mean time, Your account is compromised, not 'hacked'.

Scan for malware. https://www.malwarebytes.com/

Deauthorize all devices https://store.steampowered.com/twofactor/manage

Change your password on a secure device.

Generate new back up codes. https://store.steampowered.com/twofactor/manage

Revoke the api key https://steamcommunity.com/dev/apikey
** If there is nothing in the API key area, that’s fine. If there IS something, remove it. Nothing should be there.**

No items that have been traded away during this time will be returned to you.

Change your Email’s password on your computer for safety

I made the account 8 years ago, so I don't have the original creation emails since aol clears old ones from time to time. Also, where and how am I supposed to communicate with steam support if I can't even create a support ticket for my account? And no, this account is not shared - been mine for almost 8 years. I've already changed the account info on all my emails and such, but I'm still unable to access my steam account.

Did you follow the guide Zekiran provided? The guide will show you how to create a ticket for the recovery process. Which step are you having issues with?

Also, you can't speak to Support directly without going through the recovery process.

[Cornwelsh Pippybottoms]

When I go through the recovery process, I end up with a message that says "Self-recovery is not available for this account because additional security verification is required. Please contact Steam Support for assistance." This screen gives me the option to either try again (same result after trying again 4 times), or to contact steam support. The only step available to me is the last step of that guide, but when I go to submit it it says that there is already a ticket submitted for the account and a duplicate cannot be made. So, I can't even submit the information proving that I am the owner of the account and I don't know what to do other than wait for the ticket submitted by the hacker to be resolved. Likely, this submission was to stall for time while they try to do whatever it is their goal is with my account.

[Muppet among Puppets]

In worst case make a ticket here. But make your problem clear in the headline and text.
That way you dont have to go the route that involves connecting the hijacked account for a ticket. So it doesnt matter if its recovery is occupied.

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