Cannot make purchase in new region, when wallet has funds from old region

[Rebecca]

Can anyone help me resolve this issue? Maybe my explanation to steam support was not clear. Can anyone help me to be more clear in how to explain this to stema support, or help me find a solution without steam support staff (they closed my ticket). I paste below what I sent to steam support:



Hello,

I lived in Canada until October 2023. While in Canada years ago I accumulated $2.38 Canadian dollars in my Steam Wallet.

In October 2023 we emigrated to the United States. I am now RESIDENT in the United States. I have multiple credit cards in the United States. I no longer live in Canada. Nor do I have any Canadian credit Card.

My store region is currently Canada. It should now be UNITED STATES. According to the Steam Client, I cannot update the region except by making a purchase with a credit card from my new region (which is the UNITED STATES). HOWEVER, I cannot make a purchase with ANY of my US credit cards in the steam client (including purchasing any currency for my steam wallet), because the steam client says:

"Your purchase could not be completed because it looks like the currency of funds in your Steam Wallet does not match the currency of this purchase."

Can you please update my store region to the United States. Or fix the bug that is preventing me from making a purchase to update the region (that bug being $2.38 Canadian currency in my wallet, from years ago, preventing any purchase from being made from my US Credit Card).

Or please escalate this help request.

I would like to be able to make purchases with my United States Credit Cards, in United States currency, where I now reside.

[Ettanin]

if you already contacted support, then all you can do is wait.

[Rebecca]

Автор сообщения: Ettanin

if you already contacted support, then all you can do is wait.

Unforunately they just give me unhelpful replies and closed my ticket. They didn't ackowledge the error message that I receive, which seems crucial to solving the problem:

"Your purchase could not be completed because it looks like the currency of funds in your Steam Wallet does not match the currency of this purchase."

I find links to people who have the same problem many years ago. None of the solutions in those posts work anymore:
https://steamcommunity.com/discussions/forum/1/828935361033455500/?ctp=10
https://steamcommunity.com/discussions/forum/1/626329820903154270/

[Cathulhu]

Steam uses the wallet by default for any purchases. Make sure the wallet is NOT used when purchasing in a new store region.

[Rebecca]

Автор сообщения: Cathulhu

Steam uses the wallet by default for any purchases. Make sure the wallet is NOT used when purchasing in a new store region.

Thanks. I choose Visa as payment method, not Wallet. I don't see anywhere to disable the wallet. It lets me enter my Visa information, then tells me:

"Your purchase could not be completed because it looks like the currency of funds in your Steam Wallet does not match the currency of this purchase."

[Ettanin]

Did you try to add your payment option through the account management page here: https://store.steampowered.com/account/ instead of at checkout?

[Rebecca]

Автор сообщения: Ettanin

Did you try to add your payment option through the account management page here: https://store.steampowered.com/account/ instead of at checkout?

Thanks. I did try that. It gives me the "Unexpected Error... try again later... Contact Steam Support."

I think the problem is Steam won't let me make a purchase or update my billing information because I get this message:

"Your purchase could not be completed because it looks like the currency of funds in your Steam Wallet does not match the currency of this purchase."

But then according to Steam on the webpage and client, they tell me my Wallet currency will change like this:

"If you change your Steam country to United States and successfully complete a purchase, your wallet will be converted into local currency. At current exchange rates, the CDN$ 2.38 in your wallet would be converted to approximately $1.76. This will prevent you from changing your country again for 3 months."


So I cannot make a purchase because my wallet currency (CAD) does not match my credit card currency (USD). And in order to change my wallet currency from CAD to USD I have to make a purchase with my US credit card. But I cannot make a purchase with my US credit card because, according to above message from Steam, my credit card currency (USD) does not match my wallet currency (CAD).

So I am stuck. I cannot make any purchase. I cannot update my subscription to my games. So I lost access to my subscription games now. Steam support tells they can't help me and closes my ticket. I don't understand what I should do now.

[cSg|mc-Hotsauce]

Either when in the checkout and the payment method screen, change the payment method to only use the external payment method, not the wallet by default and cover the rest using the external payment method OR just add funds using that external payment method.

[Rebecca]

Thanks. When I fresh login to Steam it sets my Store Country to Canada, and if I leave it set I can see Steam Wallet as a way to pay for my purchase. But I request to change my Store Country to United States from the dropdown on the Billing/Purchase screen on webpage or client, and when I do that it removes steam wallet from the drop down list of ways to pay, and shows Visa, MasterCard, Paypal and some others. So I enter my Visa (and also tried mastercard), and steam wallet does not appear to be used anywhere in the purchase. Except that I get told:

"Your purchase could not be completed because it looks like the currency of funds in your Steam Wallet does not match the currency of this purchase."

Also I cannot add funds to Wallet in US currency using US credit card because I get the same error:
"Your purchase could not be completed because it looks like the currency of funds in your Steam Wallet does not match the currency of this purchase."

I wanted to try to spend the $2.38 CAD in my wallet. But Steam will only let me do this if I choose on the purchase screen in steam client/webpage that my Billing Address is in Canada, then provide a Canadian address (which I don't have). But that would make me lie and make up an address in Canada to use my Canadian wallet money.

[Uchiharvey Itachile]

OMG this is exactly what's happening to me, Steam Support helped me added my new Visa Card from my new country, but i still can't buy any game. Even when I added funds from Steam Code Wallet it still got converted to my old country's currency, and there's no option to choose to pay with Steam funds in the payment process.