A Game I purchased disappeared from my Library

[SayanSM]

I purchased transport Fever 2 on October 13. I am on Macbook Pro 2023. However, since then i didn't get time to play the game and today when i tried to do so, the game is in my library but there is a purchase option beside it. when i tried to directly launch the game from desktop, it gave the error "missing license" . I have the purchase receipt in my mail.

[Cathulhu]

https://store.steampowered.com/account/licenses/
Does the game appear here?

Or here?
https://help.steampowered.com/wizard/HelpWithPurchase

[SayanSM]

@cathulhu it does appear in the purchase help link...how much i paid for it and also my payment method is visible there....but oddly enough, the payment details are crossed from the middle..as if it signifies payment cancellation. however, it is not possible because;

1) I have the payment receipt from both steam and my credit card statement

2) i played the game for 2 hours on the day of purchase


3) I never filed for a refund so, i never got the money back.

[Cathulhu]

Crossed out means it was refunded.
If you didn't, someone else with access to your account did.

https://store.steampowered.com/account/history/
Any unusual activity here?

Anyway, standard copypasta for compromised accounts incoming. Take that seriously.

Hijacked, not hacked. You leaked your account credentials somehow.

Do not trade until your account is secured.

Take the following steps to secure your account:

1. Scan for malware. https://www.malwarebytes.com/
2. Check that the email and phone number on the Steam account are still yours.
3. Deauthorize all other devices. https://store.steampowered.com/twofactor/manage
4. Change passwords from a clean computer.
5. Generate new backup codes for your Mobile App. https://store.steampowered.com/twofactor/manage
6. Revoke the API key (there should be no key). https://steamcommunity.com/dev/apikey

Steam does not return inventory items or wallet funds: https://help.steampowered.com/faqs/view/3B6E-B322-2400-8D24

If you no longer have access to your account, read this:
https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560

[SayanSM]

@cathulhu i went through all the steps and found no abnormalities. I changed my password though as an added measure. Moreover when I changed my password or performed re login, all the OTPs came to my email ID. This proves that my mobile number and email id is still linked to this account. I cross checked my email address but found no mail regarding any refunds.

I also found something strange in the purchase history. just below the payment details, it shows "in Dispute: Oct 13"

[Yujah]

I also see OP is from India. Probably payed with VISA? There's been a frequent issue with VISA doing chargebacks in India. If you search the forums you find many fellow victims.

As far as I'm aware you need to contact both VISA and Steam, since it'll also mean that Steam-sides your card has been banned.

[SayanSM]

@yujah yea it was a VISA credit card. Although i used the same card for all my previous purchases and it never happened before. I have already contacted Steam Yesterday, have not heard back yet.

[Yujah]

In for example this instance, seems it was solved succesfully by/through Steam support: https://steamcommunity.com/discussions/forum/0/3971673333118486739/

At the time there was a flood of this same issue so Steam support will at least know about it, and will supposedly be able to tell you if you then also need to do anything additional as to VISA or your bank.

[SayanSM]

@Yujah I went through that post. I didn't even recieve that "revoke" message. I just get this error that "cannot launch game: missing license". And my payment detail is crossed out in the purchase history page. Thats all I have, no mail from steam or bank. Now all that i can do is wait for steam's reply

[Yujah]

I'm sure it'll work out...

[SayanSM]

Hoping for the Best. I will update this thread once I hear from Steam.

[SayanSM]

@cathulhu @Yujah Just got this message from steam support:

Hello, sorry for the delay.

The acquiring bank initially cancelled this payment. At this time, the transaction status has updated to 'PAID' which means that the payment processor has received or is in the process of receiving the funds from your bank.

The product has been returned to your Steam library.

Note: If your purchase includes in-game items, please allow up a few days for the publisher to remove any restriction that were applied to your account and restore your purchases. If it's been more than 5 days and you are still unable to access your account, please respond to this ticket and we'll contact the game's support team on your behalf.

Steam Support
Derek



This game has already returned to my library. Thank you both for your time and valuable inputs.

[Yujah]

Great. Hope it stays this time :)