Steam Guard Lock Out

[Gravidea]

I'll get straight to the point. I've recently broken my phone to the point of beyond repair, and I was using this phone to recieve confirmations for trades over steam. I want to remove the authenticator and return to getting confirmation emails by my email address, but it seems I cannot remove the authenticator. I need a code that steam specifically states starts with a certain letter, but I do not have this code. I also do not have a proof of purchase code from a steam recipt or whatever it mentioned. I need help, and I don't know where to go or exactly what to ask. Can anyone help me out?

[Tev]

So, you didn't store the recovery code despite getting the explicit message telling you to write it down for a 30 second period.

Is your phone broken to the point you can't take out the SIM-card and put it in a functional phone? If it's not, do that and go here for the SMS restoration:
https://help.steampowered.com/en/wizard/HelpWithLoginInfo?nav=authenticator

Self-Restoration

Have credit card proof? You will want to try this:
http://steamcommunity.com/discussions/forum/1/350543389017747052/

https://youtu.be/h6NHrhvCLpg

The options I'm given
VISA
MasterCard
American Express
Discover
JCB

If you don't, you may still make a purchase with one of those while you still have access. If you stored your backup codes, you can use those to log in and make the necessary purchase as well.

Phone Carrier

You will want to contact your carrier and request a new SIM-card with your old phone number and then do the SMS restoration

Steam Support

You will want to contact Steam Support.

1. Register a Steam Support -account
   
   • https://support.steampowered.com/register.php
   
   
2. Contact Steam Support
   
   • https://support.steampowered.com/newticket.php
   
   
3. Provide Proof of Ownership
   
   • https://support.steampowered.com/kb_article.php?ref=2268-EAFZ-9762

[Gravidea]

Self Restoration's not possible because I only use steam gift guards. Also, I did write down the code, just not on this computer. I had typed it down on a note file on my previous computer, and I had lost it. If you're trying to help, there's no need to be rude by assuming I didn't write it down. I can try the phone carrier, but I'm not sure how that'll work out. I'll get back to you on that. I also tried steam support, but there's still no response.

[Tev]

Originally posted by Quality Arsenic:

If you're trying to help, there's no need to be rude by assuming I didn't write it down.

Nothing personal, just that most people don't seem to write it down when they should write it down.

Pointing it out, as rude as it might be (as nothing can be done at the point they've already lost access to the authenticator), can even if by little increase the odds they write it down the next time.

Since it sounds like you've lost access to your phone number as well, the recovery code at max would allow you to remove the authenticator, but you'd still need to use one of the 3 methods in order to get rid of the phone number itself.

[Gravidea]

Regardless, you're still assuming that I haven't written it down. There's no need for that. Anyhow, it's just that I don't really have any connection to the network I was using with that phone anymore. So that's off the table. Can't do it.

[Tev]

Well, if there's anything optimistic, it's that Steam Support tends to answer rather fast nowadays, so here hoping this will get resolved rather sooner than later. :)

[Gravidea]

Originally posted by Teutep:

Well, if there's anything optimistic, it's that Steam Support tends to answer rather fast nowadays, so here hoping this will get resolved rather sooner than later. :)

Yes, I have made a support ticket. Do I check for responses by email? Not sure. Jeez, I wish that this wasn't such a difficult process.

[Tev]

You should get a notification in your e-mail, but your tickets can be viewed here: https://support.steampowered.com/ticketlist.php

[Gravidea]

Here is the response that I got from my steam support ticket:

"Hello *****,

Thank you for contacting Steam Support.

To change your phone number when you have access to the current phone number on the account, you can start here:
https://store.steampowered.com/phone/manage

To remove your Authenticator when you have access to the current phone number on the account or recovery code, you can start here:
https://help.steampowered.com/#HelpWithLoginInfo?nav=authenticator

If you’d like Steam Support to remove your phone number or Authenticator, we must first verify that you own the account. Please note, that Steam Guard resets apply a 15 day cooldown for trading and Market transactions to your account.

Please send us as much of the following information as possible so we can help:


If you have associated a phone number with your Steam account, please provide it.

If you registered software purchased at a retail location, please handwrite your Support Ticket Number 3785-RIOL-7265 on the quick reference card or sticker above the CD Key (the number should not be written on a separate piece of paper or inserted with an image editor) and reply with a digital photo or scan of the CD Key in .jpg format. Please ensure that you submit a full-color image, rather than a photocopy.

If you have any difficulty locating the CD Key on the packaging, please see the following link:
URL: http://support.steampowered.com/kb_article.php?ref=7480-WUSF-3601

Example scans:
http://support.steampowered.com/images/faq/2347-QDFN-4366/cdkey1.jpg
http://support.steampowered.com/images/faq/2347-QDFN-4366/cdkey2.jpg

If you added funds to your account using a Steam Wallet Code, please handwrite your Support Ticket Number 3785-RIOL-7265 on the card or receipt above the code (the number should not be written on a separate piece of paper or inserted with an image editor) and reply with a digital photo or scan of the code in .jpg format. Please ensure that you submit a full-color image, rather than a photocopy.

After verifying your proof of ownership we will gladly assist you with this issue."

The message has given me things that I have already stated in my original ticket that I do not have access too. It also doesn't seem to address anything that I have stated in the ticket, and is a simple auto response to the fact that I selected that I had trouble with my steam mobile authenticator in a drop down box. It really makes me wonder if this response was even from a real person. Also, I don't know a thing about this "handwritten support ticket" or "CD Key" thing.

[Matt]

If you’d like Steam Support to remove your phone number or Authenticator, we must first verify that you own the account.

^^You need to send proof of account ownership. Then support can remove the authenticator.

[The Giving One]

Originally posted by Quality Arsenic:

Self Restoration's not possible because I only use steam gift guards. Also, I did write down the code, just not on this computer. I had typed it down on a note file on my previous computer, and I had lost it. If you're trying to help, there's no need to be rude by assuming I didn't write it down. I can try the phone carrier, but I'm not sure how that'll work out. I'll get back to you on that. I also tried steam support, but there's still no response.

What if the hard drive crashed on that computer or it somehow got compromised ? That is not what most people call "writing it down". That sounds more like "typing it down". Just saying.....

Proof of ownership

https://support.steampowered.com/kb_article.php?ref=2268-EAFZ-9762

[Gravidea]

Writing it down? Typing it down? Does it matter? All they wanted me to do was put it somewhere I would have been able to look at it for future reference. It's irrelevant. You're not helping by bringing this up again.

Also, if you've read the last posts, you'd know that I don't have access to any steam wallet codes or CD keys to use to fix this. In other words, I do not have proof of ownership. So, what I need to know is; am I doomed to never be able to trade again? Or...?

[The Giving One]

Originally posted by Quality Arsenic:

Also, if you've read the last posts, you'd know that I don't have access to any steam wallet codes or CD keys to use to fix this. In other words, I do not have proof of ownership. So, what I need to know is; am I doomed to never be able to trade again? Or...?

I read all the posts. If you had read the link posted, you would know that normally, those are the forms of proof that are acceptable.

If you don't have any of them, all I can suggest is for you to submit anything else you have in addition to what you have already submitted and see what they say.

If they are asking you for something that you do not have, that seems to be a problem for you.

No proof of ownership. No recovery codes. Hmmm..I see a pattern, with all due respect. I know, that is not helping to mention methods that you should consider changing in the future to better protect yourself in these kinds of situations. Not to be rude, but just saying it is important, as you can see.

[Gravidea]

I have sent a CD Key that I have found in my library. (I took a screenshot and attached it to my response on the support ticket.) I am still not sure if this proof will do, as it would seem they wanted some sort of proof from a literal card, one bought from a store like a steam wallet code. I have not yet gotten a response yet, and I still wonder if this is going to work.

[The Giving One]

Originally posted by Quality Arsenic:

I have sent a CD Key that I have found in my library. (I took a screenshot and attached it to my response on the support ticket.)

Retail CD keys are acceptable forms of proof, according to the linked support page.

Retail Activation Keys

Retail CD Keys

Hopefully, that will help you prove ownership. Just try to be patient and wait for a reply from support and don't submit another ticket on this matter no matter how long that wait is, if you get the urge to do so.

Feel free to keep us updated here on your situation as we would be interested to see this get worked out for you. Thanks.

EDIT..If you click that selection on the support page, you see these instructions:

CD Keys:

If a game was registered to the account using a physical retail CD key, please provide the following with your Support Ticket:

Please write your Support Ticket Number on the quick reference card or CD Key sticker below the code in permanent ink
Attach a digital photo or scan of the CD Key registered to the account

Please create or update your existing Steam Support ticket with this information.

[Gravidea]

So in short, is that a yes? That should work, and they should be able to use that as proof of purchase?