Account access fail

[matthias87007]

Hi. I have a friend who has her account hacked. But the only solution the steam site brings is to login and change the password. But that will not help, as the hacker already changed both email and phone number on the account, so she is unable to login. And there seems to be absolutely no way to contact steam directly... My friend send a mail to the community support two times for weeks ago. But with nothing yet.
Is there anything to do? Or is the account just lost?

[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


https://help.steampowered.com/en/wizard/HelpWithAccount

[matthias87007]

Originally posted by 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


https://help.steampowered.com/en/wizard/HelpWithAccount

Thank you very much.
We need help with step two. contacting Steam Support. The options provided apparently only goes to login in order to proceed after the lock of the account. What option will allow my friend to continue?

[magicISO Sweden]

Originally posted by matthias87007:

Originally posted by 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


https://help.steampowered.com/en/wizard/HelpWithAccount

Thank you very much.
We need help with step two. contacting Steam Support. The options provided apparently only goes to login in order to proceed after the lock of the account. What option will allow my friend to continue?

follow the guide and your friends gonna get to support

[matthias87007]

Hi. Thanks for your reply. Unfortunately step 6 only leads to a few buttons which all leads to the login prompt. And since the login is the issue, it prevents my friend from getting in touch with support. How can we continue and get in touch with support?

[matthias87007]

Originally posted by magicISO Sweden:

Originally posted by matthias87007:

Thank you very much.
We need help with step two. contacting Steam Support. The options provided apparently only goes to login in order to proceed after the lock of the account. What option will allow my friend to continue?

follow the guide and your friends gonna get to support

No, unfortunately. After step 6, the only thing is to choose one of few options which all leads to the need to login. How can we surpass this gatekeeping of the contact so that my friend can get her account back? Thank you.

[magicISO Sweden]

Originally posted by matthias87007:

Originally posted by magicISO Sweden:

follow the guide and your friends gonna get to support

No, unfortunately. After step 6, the only thing is to choose one of few options which all leads to the need to login. How can we surpass this gatekeeping of the contact so that my friend can get her account back? Thank you.

support dont hide it how to contact them https://help.steampowered.com/

[magicISO Sweden]

Originally posted by matthias87007:

Originally posted by magicISO Sweden:

follow the guide and your friends gonna get to support

No, unfortunately. After step 6, the only thing is to choose one of few options which all leads to the need to login. How can we surpass this gatekeeping of the contact so that my friend can get her account back? Thank you.

no need to login

[matthias87007]

It literally prompts to login from the support page before being able to contact. And when contacting is the issue, it prevents her from getting in touch.

Also step 6 in the guide above also prompts to login independent of the three options.

Is there any possible way to contact support, so she can provide evidence that it is her, so she can access her account and purchases.

[Lilim]

Originally posted by matthias87007:

Also step 6 in the guide above also prompts to login independent of the three options.

Is there any possible way to contact support, so she can provide evidence that it is her, so she can access her account and purchases.

Here is a guide that is easier to follow:

https://steamcommunity.com/sharedfiles/filedetails/?id=3456188107

You have to log out of all other Steam accounts before starting the account recovery!