How do we get support?

[mav8029]

My kid went onto my computer on his first day of summer vacation and racked up charges while I was at work. I've been trying to get help, but there is no way to contact anyone. I've sent messages and left voicemails, and no one gets back to me. I reported the unauthorized purchases, and they locked my account, so now my refund requests are being denied for that. There seems to be no way to get help.

[Teksura]

Why is your credit card information saved on your child's account anyway? Who thinks it's a good idea to save their credit card information on their child's account and just assume it can't be used? It shouldn't matter what settings you thought you had set. Why save the card information on their account at all?

Your child should not have access to your credit card like that. You should only save your card information on your own account, nobody else's.

[NoticedAlarm]

So, navigate to the top left corner of the screen. Click the Help button, then click on Steam Support. Now that you are in the support page, click Purchases. Now you should be on a page that shows all of your purchases. Click on the purchase charged you and then click, "Request Refund." Now, give your reason as to why you would like to refund. Then wait around 2 days for them to get the request, once they do it can take up to 7 days to complete the refund, but usually takes 24 hours. Note that you cannot refund after 14 day within owning the game and you cannot have more than 2 hours on that game. Though, I have successfully refunded a game that I had 4 hours on and I had it for a little over two weeks. So you should be fine. Here's also a tip for next time, whenever you put in your information, click the option where it doesnt save the information to wherever you store your money.
Here's the link to the support page I was talking about:
https://help.steampowered.com/en/wizard/HelpRequests
It should work.

[Ogami]

Origineel geplaatst door NoticedAlarm:

So, navigate to the top left corner of the screen. Click the Help button, then click on Steam Support. Now that you are in the support page, click Purchases. Now you should be on a page that shows all of your purchases. Click on the purchase charged you and then click, "Request Refund." Now, give your reason as to why you would like to refund. Then wait around 2 days for them to get the request, once they do it can take up to 7 days to complete the refund, but usually takes 24 hours. Note that you cannot refund after 14 day within owning the game and you cannot have more than 2 hours on that game. Though, I have successfully refunded a game that I had 4 hours on and I had it for a little over two weeks. So you should be fine. Here's also a tip for next time, whenever you put in your information, click the option where it doesnt save the information to wherever you store your money.

The problem is the kid bought consumable ingame items over the game intern app shop.
You cant refund those, no matter what, its also mentioned in the refund policy.

[miamew3]

May i suggest you try the new Steam Families feature that is currently in beta, you have more control over your child's account and purchases (not sure if this includes in game purchases tho but worth a look either way)
https://store.steampowered.com/news/app/593110/view/4149575031735702628

[★Shadow★]

Origineel geplaatst door mav8029:

My kid went onto my computer on his first day of summer vacation and racked up charges while I was at work. I've been trying to get help, but there is no way to contact anyone. I've sent messages and left voicemails, and no one gets back to me. I reported the unauthorized purchases, and they locked my account, so now my refund requests are being denied for that. There seems to be no way to get help.

in here you can ask for help directly from steam support, if you explain the situation to them the will probably help you, (if you noticed these charges within 14 and the games he purchased had not been played for more than 59 minutes you get your money back no questions asked)

[★Shadow★]

Origineel geplaatst door Teksura:

Why is your credit card information saved on your child's account anyway? Who thinks it's a good idea to save their credit card information on their child's account and just assume it can't be used? It shouldn't matter what settings you thought you had set. Why save the card information on their account at all?

Your child should not have access to your credit card like that. You should only save your card information on your own account, nobody else's.

i dont even trust myself with my info lol, yknow in case my steam acc gets stolen

[Ogami]

Origineel geplaatst door ★Shadow★:

in here you can ask for help directly from steam support, if you explain the situation to them the will probably help you, (if you noticed these charges within 14 and the games he purchased had not been played for more than 59 minutes you get your money back no questions asked)

Its not games, its ingame app purchases for consumable items. Those are excluded from being refunded.

[Aluvard]

Origineel geplaatst door Ogami:

Origineel geplaatst door ★Shadow★:

in here you can ask for help directly from steam support, if you explain the situation to them the will probably help you, (if you noticed these charges within 14 and the games he purchased had not been played for more than 59 minutes you get your money back no questions asked)

Its not games, its ingame app purchases for consumable items. Those are excluded from being refunded.

OP only has chance if he contacts game devs directly, even then it all depends on developers goodwill.

[NoticedAlarm]

Origineel geplaatst door Aluvard:

Origineel geplaatst door Ogami:

Its not games, its ingame app purchases for consumable items. Those are excluded from being refunded.

OP only has chance if he contacts game devs directly, even then it all depends on developers goodwill.

Yeah, unless if the devs are Activision or Ubisoft.

[Ben Lubar]

Origineel geplaatst door Aluvard:

Origineel geplaatst door Ogami:

Its not games, its ingame app purchases for consumable items. Those are excluded from being refunded.

OP only has chance if he contacts game devs directly, even then it all depends on developers goodwill.

I doubt it. There's not really a way to forcibly give someone a refund from the dev side of the microtransaction system that I've seen. And the developers don't have the money yet, nor do they have a business relationship directly with the player, so any refund they give would have to be through their own payment processing system which they might not even have.

[Aluvard]

Origineel geplaatst door Ben Lubar:

Origineel geplaatst door Aluvard:

OP only has chance if he contacts game devs directly, even then it all depends on developers goodwill.

I doubt it. There's not really a way to forcibly give someone a refund from the dev side of the microtransaction system that I've seen. And the developers don't have the money yet, nor do they have a business relationship directly with the player, so any refund they give would have to be through their own payment processing system which they might not even have.

Thanks for reply, good to know.

So, OP - you don't have a chance.

[Lilim]

Origineel geplaatst door mav8029:

My kid went onto my computer on his first day of summer vacation and racked up charges while I was at work.

Was a credit card involved? Can you do a chargeback?

[Aluvard]

Keep in mind, that chargeback will nuke your possibility of using that particular payment method on your account.

[Haruspex]

Origineel geplaatst door mav8029:

judgemental ass-hats like you ready to blame the parents.

I am a working parent.

Securing our stuff and teaching our kids what to do/not to do online is 100% our responsibility as parents. If I failed to do either, it wouldn't be my kid's fault. (Unless he did know better and chose poorly anyway.) It wouldn't be Valve's fault. It would absolutely be my fault.

[StickyPawz]

Heck, I don't trust my cats! ... I've had one walk across my keyboard and open up the Amazon store!