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討論區規矩與守則
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If there is an error when you indicate that you don't have access to the credit card, try it later on. Or post the exact error, it might help to know what is stated in it.
Also, there is no reason to say "You guys at Valve". This is a user-to-user forum, Valve doesn't look in this subforum.
It might kill even the strongest to go through the pain of that wizard more than once;-) The _first_ and most important error is that the account validation fails on the credit card details because the card has expired. It is over the date limit. Then the form says the card is invalid, which I know it is because it's over the date limit now. And then the wizard form doesn't let me do any more. I can't submit a ticket. I can click "I don't have access to the credit card" which is almost true since it's expired, but that fails with a general error message that I don't remember but that didn't add any value or information. The main problem is that the form tries to validate the card with the bank instead of just verifying that the card details are the correct details associated with the account. When that card validation fails, the wizard stops you there and you can't validate the account..
I have paid for lots of stuff from valve and I had to add money to the wallet just to post a message here.
The error says card invalid - because it has expired - which is true - it won't get less expired if I wait.
When I say you guys at Valve I'm talking to any responsible people from Valve who at least _should_ be looking at this forum if they take their products and community seriously. I'm not talking to everyone in the community in that sentence...
Wow dude I have explained this in detail so many times...not trolling. If this forum had image upload I could upload an image. The credit card details form displays an error in red saying my card is invalid. Which it is. It has expired. But it's still the correct credit card associated with the account. And with the red error message on the page you can't proceed in the wizard.
Is the CC also linked to your own account? If so, create a general ticket on your own account here: https://help.steampowered.com/en/wizard/HelpAccountDataQuestion. Explain the whole situation and see what that nets you. Would be even better if you have family sharing/view active on your kids account.
Thanks, I retried that link and it worked without the error now:-)) I did try it several times before but then it didn't work. But now it works - weird but wonderful. The wizard let me submit a ticket. Hopefully they can solve this problem and restore my faith in Steam and Valve:-)
Had the same issues today btw. Also LOVE </irony> that you can only post things in this forum when you at least paid 5€ on steam. Hope your son gets your account back, soon. (:
If you are reffering losing access to main account, creating a new account to ask a question on the forum:
Well, that's the easy but wrong way to ask for help. For the right way you dont need a second account. The recovery process is started as a guest. Too bad "no one" bother to read. Why read if you can just ask and let other do the mental work for you?
I would love to know how many users lost their account but were smart enough to read the FAQ / find the wizard / find a guide / search for an existing thread on forums.
I worked my fair at hotline support - 1st level, but it was B2B, so you would assume the other IT guy knows what he does. OH BOY! It#s absolute horror to get information from someone seeking help. They never tell the details, they often lie, never admit any wrongdoing.
Looking at the forum here, it's just waste of time to provide direct contact. Like see my comment to first quote, a lot of issues can be solved, if the user just would just read first. Not talkin about your case, havent commented earlier cause no idea whats wrong.
By forcing the user to do a little tiny bit of work on their own, Valve saves a lot of time.
Yeah, the first reply were a bit strange / unusual. Different people react different. If I'm pissed, I just dont comment in most cases. But as parent you should already have enough live experience to know how people are and ignore if necessary..
You could either use 3rd services (like IMGUR, if you can live with their privacy settings) or upload it into Steam Cloud. I've used it to share screenshort, but AFAIK you can upload any random picture in the Art section. It provide you with a share link. posting that link in forum will show a preview.
An issue with screenshots of your recovery process: It may contain some PRIVATE data of your. Account name, email address, credit card number, invoice information... Leaking that information could screw you up. Unfortunately you dont know how much information the screenshot should contain so someone can help out and what can be cut out - not blacked out. Using a black brush in paint may still be reversible.
I did search and I did try the wizard first. But it was not working, first giving me an irrelevant error about card validation and then when clicking the link to the lost card option it failed as well with a non informative general error message. It did not work on retry at first, but when retrying later it finally worked. But _that_ error message didn't suggest retrying even, it just said an error occured or something similar non informative. Nothing useful.
I tried to use 3rd party image services - have you really tried to find a new one? It was a hassle to find and a hassle to use one and I gave it up. The card validation error had Norwegian text anyway. I already said what the error message said, properly translated to english for this forum. Anyway, it should have been just an image upload button in the forum. How simple wouldn't that have been, rather than finding some 3rd party alternative image service full of commercials and registrations and waiting.
IT support gets a lot of crap. But have you asked the people those guys actually manage to help if they think it was a waste of time? I have gotten good support in many cases and I don't think it is useless. Most of the replies I got here on this forum has been pretty useless though. Epic support has been very good, efficient and helpful, unlike my experience so far with Valve. But maybe they can rectify some of that, we'll see.
I don't mind trying a faq and wizards. I usually prefer it. But when the faq doesn't cover your case and the wizard is broken it should be possible to talk to someone who can help, even if that means you have to wait a day or two on an email reply. I would prefer the wizard who can help me immediately, but if that doesn't work there should be another option. When companies refuse to talk to their paying customers I do get provoked and annoyed. Knowing that hackers are enjoying my sons account while this is going on doesn't help. And when the first reply is incredibly useless and rude and ignorant that doesn't help either.. Usually I too just ignore such things, but sometimes it gets a bit much. If you are a human and not a bot you have probably experienced something similar;-)
There are no hackers. Your kid gave out his info, and now his account is hijacked. Teach him about internet security, and teach yourself about scams found on the Support pages regarding those.
Be logged out, before doing anything with the account recovery wizard. You do not have to have access to the email, credit card, or other such originally-connected things, because they know people lose access or have new cards.
Given that thousands of people each week are scammed or phished out of their account information like your kid's, and thousands of people each week *get their account back* using that very same wizard, ... please be patient with it and with yourself.
The 'other option' cannot possibly work for a system with as many accounts as Steam has to deal with. The people ahead of you in line are trying to get their stuff sorted too. There are only so many hours in a day, and only so much that people on the support system can do. Your case is not so special that it must be rocketed ahead of those who've already lodged tickets.
You can put in garbage for email, it will ask for a real one. You can say 'I don't have that card'.
You do have to be able to prove that the account is your son's, by a receipt for the original purchase, more than likely they will ask this and similar items to make sure that it's actually theirs. Get that prepared in the meantime.