Child scammed, account stolen. Error 5 on recovery attempts.

[Lady Drace]

Hi.

My child got scammed and convinced to give a hacker screenshots of his transaction history on steam, and was, of course, immediately locked out of his account.

I've attempted account recovery several times, but every time I get to the last step I get "error 5" and can't proceed. I get no option to get in touch with support.

I googled what error 5 is, and it's "invalid password" which... obivously.

We've changed the passwords to the email and paypal connected to the account, so that should be secure. We had no 2-factor method, other than the usual of the email security code, which my child did not give, so I don't know how the hacker got logged in.

I can't find any other way of getting help from steam.

What do I do now?

[magicISO Sweden]

You must be logged out of all accounts to start the account recovery process.

You don't need access to the email, phone or password currently tied to the hijacked/hacked account for this to work. Just pick the "I do not have access..." or a similar option when asked.

And to help you sign-in: https://help.steampowered.com/en/wizard/HelpWithLogin

A step by step guide to the recovery process:
https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560

[Lady Drace]

I already tried that process. Both from my own account, from the steam client not logged in AND from the steam website, not logged in. Every time I got error 5 by the end.

[Supafly]

Do the above and once you regain control use the Use the Mobile App for security. Have it on your phone that way your child can't login on a website and even if they tell someone their username and password that someone can't login without the 2FA that you control

[Lady Drace]

That is the plan, but I cannot regain control and I get an error message in the recovery process.

[Supafly]

Originally posted by Lady Drace:

I already tried that process. Both from my own account, from the steam client not logged in AND from the steam website, not logged in. Every time I got error 5 by the end.

Try a different Web browser

[Lady Drace]

I have apparently exceeded maximum number of attempts. "Try again later." Okay, how much later, though. Ugh.

[Supafly]

As for how long to wait thats guess. More attempts = longer the wait. Give it an hour. Whiole you wait if the hijacker changed the email address you should have been emailed notifying you of changes to your account. That email should have a Self locking tool
https://support.steampowered.com/kb_article.php?ref=6416-FHVM-3982

[Lady Drace]

I tried via a different browser. Got the same error.
The email did not offer a self-locking tool of any kind. It simply sent me to the account recovery tool. That is still giving me errors.

What now?

[Lady Drace]

While waiting for a response i have also tried the steam app, via wifi and mobile data. I have tried via firefox and microsoft edge. Everything gives me error 5.

[Muppet among Puppets]

Are you sure you fail all the steps? Your goal is to get to step 7 by failing the steps before. Read the guide that way.
To contact support.
Self help can not help you, so dont try.

[Lady Drace]

I have followed all the steps. I swear to god I have. When I get to step 7 I get the error code.

[Muppet among Puppets]

Open the guide.
Start with step 2.

[Lady Drace]

I don't know what that means, but this is the sequence I've now done like 10 times.

Help, I can't sign in.
My Steam Account was Stolen and I need help recovering it.
Reset my password.
Change my password. (Enter email.)
Sorry, we were unable to find an email address that matched your search.
Search with my account name.
I forgot my password (Enter account name)

And this is the point where I get the error code.

[Muppet among Puppets]

Originally posted by Lady Drace:

I forgot my password (Enter account name)

And this is the point where I get the error code.

Do you click i forgot the password?
You are not supposed to enter anything there. As the guide shows.

[Lady Drace]

Yes. That is when I get the error code. "While processing your request, an error occurred (Error 5)"

That's literally it.

I've cleared browers, tried edge and firefox, tried on my phone with browser and app, with wifi and mobile data and this. Always. Happens.