Steam support instantly closing my tickets. Trying to get a refund for a game i bought during the sale, only 12 min played. I’ve never had a response to any of my tickets, but they appear as closed.

[Heroshrine]

What do i do? It seems steam won’t respond to me.

[Haruspex]

There must be more to this story. If you're under 2 weeks with less than 2 hours of play time, refunds are basically automatic with no ticket even needed. If you're submitting tickets, then your refund request must have been denied, and if it was denied, there must have been a reason.

[The Giving One]

Originally posted by 8bitbeard:

There must be more to this story. If you're under 2 weeks with less than 2 hours of play time, refunds are basically automatic with no ticket even needed. If you're submitting tickets, then your refund request must have been denied, and if it was denied, there must have been a reason.

This......

You don't use the ticket system for a refund. You use the refund system.

If you think that you deserve an exception, there is a different way to ask a question about the purchase of what you want to refund.

EDIT.......

Another possibility of tickets being automatically closed is a compromised account. In that case it would not be Support closing your tickets......it would be the one who has access to your account to do that.

[Teksura]

All right, so, I'm bringing this up because someone else had the same issue the other day.

https://steamcommunity.com/dev/apikey

Go there. Do you see anything listed there? If so, that's the source of your problem. That would mean you gave your account credentials away and need to secure your account. These API scams tend to close your tickets automatically these days to prevent you from reaching out to support for help with, well, anything.


If you see something listed there, do all of the following:

Scan for malware https://www.malwarebytes.com/
Deauthorize all other devices https://store.steampowered.com/twofactor/manage
Change passwords from a clean computer
Generate new backup codes https://store.steampowered.com/twofactor/manage
Revoke the API key https://steamcommunity.com/dev/apikey
Stop using shady third party trade sites or clicking suspicious links.

[Heroshrine]

Originally posted by 8bitbeard:

There must be more to this story. If you're under 2 weeks with less than 2 hours of play time, refunds are basically automatic with no ticket even needed. If you're submitting tickets, then your refund request must have been denied, and if it was denied, there must have been a reason.

No, nothing more. No responses, and when I go to my help requests it shows nothing. If I go to the link they sent me in the email it shows it as closed. I don't know if they're slow because of the sale and it's just saying it's closed because it's been "answered" by the automated system by assigning me a number (or something similar) or what, but nothing more. The game in question is hellpoint. You can check my profile I believe and see my playtime on it. I submitted my first refund request on November 30th.

[Heroshrine]

Originally posted by The Giving One:

Originally posted by 8bitbeard:

There must be more to this story. If you're under 2 weeks with less than 2 hours of play time, refunds are basically automatic with no ticket even needed. If you're submitting tickets, then your refund request must have been denied, and if it was denied, there must have been a reason.

This......

You don't use the ticket system for a refund. You use the refund system.

If you think that you deserve an exception, there is a different way to ask a question about the purchase of what you want to refund.

EDIT.......

Another possibility of tickets being automatically closed is a compromised account. In that case it would not be Support closing your tickets......it would be the one who has access to your account to do that.

I did use the refund system (I think). It creates a help request under steam support, but it disappears shortly after doing so. Going to the email it sent me and clicking on the link, it shows it as closed.
I requested the refund by going to help at the top of the steam window, then clicking on the game and pressing request refund.

[Heroshrine]

Originally posted by Teksura:

All right, so, I'm bringing this up because someone else had the same issue the other day.

https://steamcommunity.com/dev/apikey

Go there. Do you see anything listed there? If so, that's the source of your problem. That would mean you gave your account credentials away and need to secure your account. These API scams tend to close your tickets automatically these days to prevent you from reaching out to support for help with, well, anything.


If you see something listed there, do all of the following:

Scan for malware https://www.malwarebytes.com/
Deauthorize all other devices https://store.steampowered.com/twofactor/manage
Change passwords from a clean computer
Generate new backup codes https://store.steampowered.com/twofactor/manage
Revoke the API key https://steamcommunity.com/dev/apikey
Stop using shady third party trade sites or clicking suspicious links.

Thank you for the possible solution, but I do not see anything there.

[Nx Machina]

As you are unsure whether you did a refund request follow the steps in the link.

https://help.steampowered.com/en/faqs/view/784C-923B-A4A1-C825

[Heroshrine]

Originally posted by Nx Machina:

As you are unsure whether you did a refund request follow the steps in the link.

https://help.steampowered.com/en/faqs/view/784C-923B-A4A1-C825

Yes that's exactly what I did. I was just confused because they said "you don't use the ticket system for a refund" but when I request a refund it creates a ticket.

Edit:
By the way, this is why I think they're being closed:
1: https://imgur.com/n9efktl
2: https://imgur.com/hEQhnmV
3: https://imgur.com/vnGgkfY
You can see that just over 10 minutes later it is gone. Does that actually mean it's closed? Or am I just being impatient?

[J4MESOX4D]

Originally posted by Heroshrine:

Originally posted by Nx Machina:

As you are unsure whether you did a refund request follow the steps in the link.

https://help.steampowered.com/en/faqs/view/784C-923B-A4A1-C825

Yes that's exactly what I did. I was just confused because they said "you don't use the ticket system for a refund" but when I request a refund it creates a ticket.

Edit:
By the way, this is why I think they're being closed:
1: https://imgur.com/n9efktl
2: https://imgur.com/hEQhnmV
3: https://imgur.com/vnGgkfY
You can see that just over 10 minutes later it is gone. Does that actually mean it's closed? Or am I just being impatient?

Go through the Wizard and see if the request is still open that way. If it is closed then I suggest you read and do the steps provided here https://steamcommunity.com/discussions/forum/1/3203745634154240715/#c3203745634154311387 because you may have a hijacked account where scammers are idle-sitting on it and bot-closing any help requests you submit.

Support requests will never be closed without any response especially refund ones.

[Heroshrine]

Originally posted by J4MESOX4D:

Originally posted by Heroshrine:

Yes that's exactly what I did. I was just confused because they said "you don't use the ticket system for a refund" but when I request a refund it creates a ticket.

Edit:
By the way, this is why I think they're being closed:
1: https://imgur.com/n9efktl
2: https://imgur.com/hEQhnmV
3: https://imgur.com/vnGgkfY
You can see that just over 10 minutes later it is gone. Does that actually mean it's closed? Or am I just being impatient?

Go through the Wizard and see if the request is still open that way. If it is closed then I suggest you read and do the steps provided here https://steamcommunity.com/discussions/forum/1/3203745634154240715/#c3203745634154311387 because you may have a hijacked account where scammers are idle-sitting on it and bot-closing any help requests you submit.

Support requests will never be closed without any response especially refund ones.

It’s strange i would have a hijacked account, because I use steam guard. I’ll change my password right now if that may be the case. I’ll read that link after i change my password.

Edit:
What wizard are you talking about by the way?

Edit 2:
Okay did all that, let's see if this works now.

[The Giving One]

Steam Guard is not a bullet-proof shield. The links that were posted above are what we give even when people have Steam Guard Mobile and the mobile authenticator.

Just so you are aware, simply saying "Steam Guard" is email protection only.

Steam Guard Mobile, or having the mobile authenticator on your account is not the same thing.

[J4MESOX4D]

Originally posted by Heroshrine:

Originally posted by J4MESOX4D:

Go through the Wizard and see if the request is still open that way. If it is closed then I suggest you read and do the steps provided here https://steamcommunity.com/discussions/forum/1/3203745634154240715/#c3203745634154311387 because you may have a hijacked account where scammers are idle-sitting on it and bot-closing any help requests you submit.

Support requests will never be closed without any response especially refund ones.

It’s strange i would have a hijacked account, because I use steam guard. I’ll change my password right now if that may be the case. I’ll read that link after i change my password.

Edit:
What wizard are you talking about by the way?

Edit 2:
Okay did all that, let's see if this works now.

Steam Guard is just an extra security layer - if you credentials are captured through malware or given to a phishing login via 3rd party site then your account will get hijacked. This is the same has having strong locks on your front door and then giving away your keys to a thief.

Have you at any point given your credentials to any 3rd party login?

[The Giving One]

There is also the "vote for our team" scam where accounts get hijacked. It's sounding more and more like this is the case with your account.

[Heroshrine]

Originally posted by The Giving One:

Steam Guard is not a bullet-proof shield. The links that were posted above are what we give even when people have Steam Guard Mobile and the mobile authenticator.

Just so you are aware, simply saying "Steam Guard" is email protection only.

Steam Guard Mobile, or having the mobile authenticator on your account is not the same thing.

Oh. I have the mobile authenticator.

[Heroshrine]

Originally posted by J4MESOX4D:

Originally posted by Heroshrine:

It’s strange i would have a hijacked account, because I use steam guard. I’ll change my password right now if that may be the case. I’ll read that link after i change my password.

Edit:
What wizard are you talking about by the way?

Edit 2:
Okay did all that, let's see if this works now.

Steam Guard is just an extra security layer - if you credentials are captured through malware or given to a phishing login via 3rd party site then your account will get hijacked. This is the same has having strong locks on your front door and then giving away your keys to a thief.

Have you at any point given your credentials to any 3rd party login?

The only thing I've done is link my steam account to discord. It does seem like my account was compromised however, because the latest support ticket I created is still open (after following the steps above). I've made purchases recently... should I cancel the cards I used?