The support service is unavailable, and I have a serious problem.

[Azrail Tesla]

Good afternoon, dear sirs. I can't contact the support service, as it pops up to me for the second day that the support service is unavailable.

I contacted support because I discovered that the access codes for changing the password come from suspicious numbers and are accompanied by suspicious meaningless text. I contacted the support service after I switched to dual authentication through the app. The app was crashing. I mentioned that too. Perhaps the appeal turned out to be somewhat chaotic.
The first response contained automatically selected data with instructions for actions in case the SMS did not arrive. It didn't answer my queries, so I clarified exactly what problem I was concerned about. I received a reply asking me to attach screenshots.

Here it dawned on me that I can really attach screenshots of SMS. I took screenshots and wanted to send them to support, but when I tried to send a ready-made message with screenshots to support, a message popped up on the correspondence page that support was unavailable. What should I do in this case?

[Maria]

Are you getting this "There was a problem submitting your help request to Steam Support. Please wait a few minutes and try again."?

Try one of these:
https://help.steampowered.com/en/faqs/view/4B5B-79DC-EF45-15DC
https://steamcommunity.com/discussions/forum/1/1681441347878852612/

[Muppet among Puppets]

What do you mean by "suspicious meaningless text"?

And if an action you do causes a code do be sent. which you need for that action you do on your end, what makes you worry about the code you get?

[Azrail Tesla]

Originally posted by Maria:

Are you getting this "There was a problem submitting your help request to Steam Support. Please wait a few minutes and try again."?

Try one of these:
https://help.steampowered.com/en/faqs/view/4B5B-79DC-EF45-15DC
https://steamcommunity.com/discussions/forum/1/1681441347878852612/

Yes, this is the message that was received. But, as you understand, the problem in the messages does not concern the delay at all. I can throw off screenshots of these SMS messages that look so suspicious that it forced me to contact support.

Originally posted by Muppet among Puppets:

What do you mean by "suspicious meaningless text"?

And if an action you do causes a code do be sent. which you need for that action you do on your end, what makes you worry about the code you get?

Because it really looks like a text that has no meaning. And the numbers from which the access code comes are different every time. It's like something like: "caterpillar roof inflate boat вasil"

SMS messages come in my native language, and there is completely no connection of words in the message. It's just a random set of words. And among them is the access code. It looks creepy, actually.

[Azrail Tesla]

It's been three days. I still can't send screenshots to the support service. A window pops up to me "the request service is currently unavailable (20)". It's starting to worry. Is it possible that I could have been quietly blocked in support?

[Maria]

Originally posted by Azrail Tesla:

It's been three days. I still can't send screenshots to the support service. A window pops up to me "the request service is currently unavailable (20)". It's starting to worry. Is it possible that I could have been quietly blocked in support?

I don't think so.

You contacted support through this link, right? Just wanna make sure.
https://help.steampowered.com/en/wizard/HelpAccountDataQuestion

[Azrail Tesla]

Originally posted by Maria:

Originally posted by Azrail Tesla:

It's been three days. I still can't send screenshots to the support service. A window pops up to me "the request service is currently unavailable (20)". It's starting to worry. Is it possible that I could have been quietly blocked in support?

I don't think so.

You contacted support through this link, right? Just wanna make sure.
https://help.steampowered.com/en/wizard/HelpAccountDataQuestion

I'm not sure. I used a support request, having found it manually in the frequently asked questions in the corresponding section. I have chosen from the proposed topics the closest in meaning. Perhaps I definitely did not get there, because there is not a single section that would directly concern security and ways to protect against hacking like this. If it's a hack. So far, these are my suspicions and I would like to either make sure that I am wrong, or get instructions on how to fix it from my side, or confirmation that the problem is really serious and requires some action on the part of Steam.

[KalGimpa]

Originally posted by Azrail Tesla:

Originally posted by Maria:

I don't think so.

You contacted support through this link, right? Just wanna make sure.
https://help.steampowered.com/en/wizard/HelpAccountDataQuestion

I'm not sure. I used a support request, having found it manually in the frequently asked questions in the corresponding section. I have chosen from the proposed topics the closest in meaning. Perhaps I definitely did not get there, because there is not a single section that would directly concern security and ways to protect against hacking like this. If it's a hack. So far, these are my suspicions and I would like to either make sure that I am wrong, or get instructions on how to fix it from my side, or confirmation that the problem is really serious and requires some action on the part of Steam.

maybe we can help

what is it you are contacting them about?

[Azrail Tesla]

Originally posted by KalCuey:

Originally posted by Azrail Tesla:

I'm not sure. I used a support request, having found it manually in the frequently asked questions in the corresponding section. I have chosen from the proposed topics the closest in meaning. Perhaps I definitely did not get there, because there is not a single section that would directly concern security and ways to protect against hacking like this. If it's a hack. So far, these are my suspicions and I would like to either make sure that I am wrong, or get instructions on how to fix it from my side, or confirmation that the problem is really serious and requires some action on the part of Steam.

maybe we can help

what is it you are contacting them about?

I contacted technical support on the following issue: SMS confirmation codes come from suspicious numbers. You can read more in my starting message in this topic and in the answers I gave earlier.

[Dr.Shadowds 🐉]

Just to make things clear, there only one place to contact support, no where else, that place is only via Steam help section via ticket. They do not do phone calls, sms messing, DMs, live chat, VOIP, or etc... If you're talking to anyone claiming to be support/admin outside of Steam help section via ticket, then you know you're talking to a scammer.




Now how Steam mobile app works, when you try to link to your account or sign into new device to transfer account to said new device, you get an SMS code that is used to verify on the steam mobile app.


Text numbers from companies can vary from region to region, so not always same number from one country to another, and often don't look like a normal phone number can be range of 5 ~ 7 numbers long, compare to avg phone numbers that is 9 ~ 10 long.

[Muppet among Puppets]

Originally posted by Azrail Tesla:

Originally posted by Maria:

I don't think so.

You contacted support through this link, right? Just wanna make sure.
https://help.steampowered.com/en/wizard/HelpAccountDataQuestion

I'm not sure. I used a support request, having found it manually in the frequently asked questions in the corresponding section. I have chosen from the proposed topics the closest in meaning. Perhaps I definitely did not get there, because there is not a single section that would directly concern security and ways to protect against hacking like this. If it's a hack. So far, these are my suspicions and I would like to either make sure that I am wrong, or get instructions on how to fix it from my side, or confirmation that the problem is really serious and requires some action on the part of Steam.

Let us know what they say.
How such a text was possible.

[Azrail Tesla]

Originally posted by Dr.Shadowds 🐉:

Just to make things clear, there only one place to contact support, no where else, that place is only via Steam help section via ticket. They do not do phone calls, sms messing, DMs, live chat, VOIP, or etc... If you're talking to anyone claiming to be support/admin outside of Steam help section via ticket, then you know you're talking to a scammer.




Now how Steam mobile app works, when you try to link to your account or sign into new device to transfer account to said new device, you get an SMS code that is used to verify on the steam mobile app.


Text numbers from companies can vary from region to region, so not always same number from one country to another, and often don't look like a normal phone number can be range of 5 ~ 7 numbers long, compare to avg phone numbers that is 9 ~ 10 long.

Is it possible that every time you need to send an SMS code, these same SMS codes come from different numbers every time? And these SMS codes contain meaningless text?

[Azrail Tesla]

Originally posted by Muppet among Puppets:

Originally posted by Azrail Tesla:

I'm not sure. I used a support request, having found it manually in the frequently asked questions in the corresponding section. I have chosen from the proposed topics the closest in meaning. Perhaps I definitely did not get there, because there is not a single section that would directly concern security and ways to protect against hacking like this. If it's a hack. So far, these are my suspicions and I would like to either make sure that I am wrong, or get instructions on how to fix it from my side, or confirmation that the problem is really serious and requires some action on the part of Steam.

Let us know what they say.
How such a text was possible.

The trouble is, I can't contact them anymore. The first two times they clarified the request. Now, for the third time, I can't send them a message because the request service is "temporarily" unavailable. It was for the third request that I took screenshots of these SMS messages, which made my inner paranoid alarm. SMS in (my) Russian and it's just a verbal stuffing.

[Dr.Shadowds 🐉]

Originally posted by Azrail Tesla:

Originally posted by Dr.Shadowds 🐉:

Just to make things clear, there only one place to contact support, no where else, that place is only via Steam help section via ticket. They do not do phone calls, sms messing, DMs, live chat, VOIP, or etc... If you're talking to anyone claiming to be support/admin outside of Steam help section via ticket, then you know you're talking to a scammer.




Now how Steam mobile app works, when you try to link to your account or sign into new device to transfer account to said new device, you get an SMS code that is used to verify on the steam mobile app.


Text numbers from companies can vary from region to region, so not always same number from one country to another, and often don't look like a normal phone number can be range of 5 ~ 7 numbers long, compare to avg phone numbers that is 9 ~ 10 long.

Is it possible that every time you need to send an SMS code, these same SMS codes come from different numbers every time? And these SMS codes contain meaningless text?

The only time you send a code from an SMS code you get, is A) Site uses SMS to send you code for logging in OR B) To activate/confirm something one time. Which in Steam case the only time you ever seen a code that you get via an SMS text, is when you're linking the account to steam mobile app, or transfering your Steam mobile app to new device.

What SMS text would normally just be numbers, or numbers & letters code you're getting, or telling you it for your app that it in a couple words with code.


Now if you're logging into websites that not Steam, that asking for login details, and you're getting SMS code to appear, then this may mean the site you login was a phishing site as there lots of scam sites online which you have to be aware of.


You can check here to see login history.
https://help.steampowered.com/en/accountdata/SteamLoginHistory

If you have any API key here, remove them, as page shouldn't have any unless you know what you're doing as by default everyone doesn't have API key, it only meant for devs to make use of.
https://steamcommunity.com/dev/apikey

Lastly, again as a reminder, if someone talking you via SMS asking you to send things back to them via SMS claiming to be whatever, then that not support as again they only reply on website of Steam under help section, no where else.
https://help.steampowered.com/en/wizard/HelpRequests

[Muppet among Puppets]

The worst thing that can happen with a code, it does not work.
No one can cause something for you if you insert a code IN YOUR STEAM CLIENT while you caused to get a code, and you insert any code.

It is the right one or it is not.

It doesnt matter what number sends it. If its not from steam, it wont work.

[Azrail Tesla]

Originally posted by Muppet among Puppets:

The worst thing that can happen with a code, it does not work.
No one can cause something for you if you insert a code IN YOUR STEAM CLIENT while you caused to get a code, and you insert any code.

It is the right one or it is not.

It doesnt matter what number sends it. If its not from steam, it wont work.

In fact, the following scheme is possible: An attacker uses one of the vulnerabilities of telephone lines used by the SMS service. He has a database of numbers from which he receives SMS with activation codes. The attacker has a bot that intercepts SMS and replaces it with his own, using redirection and automatic text generation. Thus, two people receive the activation code: the attacker and the addressee.


Activation codes are required in four cases:

1) you use the phone as a means of confirming the login. In this case, SMS is required whenever you log in to your account.

2) You change your password or email. In this case, an SMS activation code is required once, as confirmation of a password change or email.

3) You switch from one type of double authentication to another. It also requires a one-time SMS code.

4) If you use your mobile application to confirm your PC login, then your authorization is insured by a verification code. In addition, the system offers you to order recovery codes if it doesn't work. Recovery codes are sent AFTER you enter the code from the SMS.

So, I get my confirmation code. correct. But. It comes from a standard local number. Not five-digit, not seven-digit, but the most common. He is among the meaningless words in the sms.

I changed my password three times. And each time the number from which the confirmation code came was different. Each time the meaningless set of words changed. Each time the confirmation code was correct. I know what a proper SMS from steam looks like. It is nominal and it is a short number. What should I think about this now?