Steam support ask for my original mail

[hund på trone med krone]

Hey, I have sent in a ticket, they ask for my original mail, I’ve put in the right box, but they say, I need to put it, where they can contact me, but that is not my current mail?
I still have my original mail, but I never use it anymore.
Do I have to put it as my current mail, even though it isn’t?
I have been writing back and forth with them and don’t want to annoy them by being stupid, or I am afraid, they think I don’t have the original mail, as I am clueless and English isn’t my first language.

[DarkCrystalMethod]

They want to send some kind of confirmation link to that orginal email address(which doesn't exist anymore, right?) There must be another way. I nearly lost everything after graduating from college, thinking my email address was permanent(or not really thinking). Fortunately I caught it in time and set it to my personal email. I still KNOW my original email but if they want to send email to a dead inbox then thats a them problem.

[Yujah]

Originally posted by hund på trone med krone:

Hey, I have sent in a ticket, they ask for my original mail, I’ve put in the right box, but they say, I need to put it, where they can contact me, but that is not my current mail?

I vaguely recall the same (on a now deleted account, which was the very request I contacted support for in that case, but which is also to say i can't review that conversation anymore now for details).

It appears to be the case that the Steam support form is at that point just either simply wrong, or is at the very least very confusing to the support person that's viewing its results: where/when it asks for current contact address, it and the requested original address are either reversed or simply shown to the support person confusingly. I expect latter, with said person just with sub-second effort reacting to the first email address they see.

In my case it was solved in the next follow-up by having another person notice that I had in fact already provided what was asked for. So, yes, just mail again, and be a little explicit as to what the "current contact address" and what the requested "original email address on the account is, maybe even noting that their own reply form may be wrong.

[hund på trone med krone]

Originally posted by DarkCrystalMethod:

They want to send some kind of confirmation link to that orginal email address(which doesn't exist anymore, right?) There must be another way. I nearly lost everything after graduating from college, thinking my email address was permanent(or not really thinking). Fortunately I caught it in time and set it to my personal email. I still KNOW my original email but if they want to send email to a dead inbox then thats a them problem.

Excactly, I told them multiple times that I still have my original mail, and so have sent it, but they just told me, that they can’t help me, due to the information, I’m like, what do you want me to do?

[hund på trone med krone]

Originally posted by Yujah:

Originally posted by hund på trone med krone:

Hey, I have sent in a ticket, they ask for my original mail, I’ve put in the right box, but they say, I need to put it, where they can contact me, but that is not my current mail?

I vaguely recall the same (on a now deleted account, which was the very request I contacted support for in that case, but which is also to say i can't review that conversation anymore now for details).

It appears to be the case that the Steam support form is at that point just either simply wrong, or is at the very least very confusing to the support person that's viewing its results: where/when it asks for current contact address, it and the requested original address are either reversed or simply shown to the support person confusingly. I expect latter, with said person just with sub-second effort reacting to the first email address they see.

In my case it was solved in the next follow-up by having another person notice that I had in fact already provided what was asked for. So, yes, just mail again, and be a little explicit as to what the "current contact address" and what the requested "original email address on the account is, maybe even noting that their own reply form may be wrong.

Do you think I should send them a screenshot, with me filling out their form?
Thanks for the explanation

[Yujah]

I'd hope that a textual explanation would be enough but frankly I don't know, and it does get progressively harder to get someone in any support department to in fact pay attention after some of their valued colleagues have already failed to do so a few times.

There is of course the possibility that you do in fact remember incorrectly which email address you used on that account initially, but certainly I didn't and they were in my case and as per above just misinterpreting things, again possibly as a result of their form being buggy. That's the impression I back then got in any case.

Sorry. Am afraid I can do no more than mention recognizing the issue, as such, advise to put all relevant email addresses everywhere -- although if you're really, really sure that the initial email address you remember is indeed correct and you do (if I'm reading you right) still have access to that email address it might also be an idea to just only mention that address.

[hund på trone med krone]

Originally posted by Yujah:

I'd hope that a textual explanation would be enough but frankly I don't know, and it does get progressively harder to get someone in any support department to in fact pay attention after some of their valued colleagues have already failed to do so a few times.

There is of course the possibility that you do in fact remember incorrectly which email address you used on that account initially, but certainly I didn't and they were in my case and as per above just misinterpreting things, again possibly as a result of their form being buggy. That's the impression I back then got in any case.

Sorry. Am afraid I can do no more than mention recognizing the issue, as such, advise to put all relevant email addresses everywhere -- although if you're really, really sure that the initial email address you remember is indeed correct and you do (if I'm reading you right) still have access to that email address it might also be an idea to just only mention that address.

Correct, it is my original mail, as I wrote it down when creating the account, but yeah, I just wasn’t sure to put it down as the only one, because it isn’t my current and maybe they would think I’m trying to cheat, but thanks again :)

[AWARE]

trust nobody!!

[Yujah]

I would not trust that to be good advise.

But now that you bump this, to OP, did you manage t find a way around support? Find it sort of interesting to know if indeed this is a matter of a bugged Steam support form.

[Marble]

Originally posted by Yujah:

I would not trust that to be good advise.

But now that you bump this, to OP, did you manage t find a way around support? Find it sort of interesting to know if indeed this is a matter of a bugged Steam support form.

They ask for old Emails as a piece of evidence that you're the account owner. It asks for a contact Email in a separate question on the form.