Getting my account back/is this actually steam support?!?

[Xboct]

So, I can't log in to my account one day. I had been on another account and thought "maybe I forgot what password I used." So I began a recovery process. It starts with getting an email from steam, somewhere I never got. Can anyone tell me what they think of this conversation between myself and steam support?

My original support message:
"my password does not seem to work and I don't remember changing it. I tried to verify my account and I am not receiving the email with the code."

Steam's reply:
"Hello <Name>,

Thank you for contacting Steam Support.

In order to investigate this issue, we must verify your ownership of the CD Key.

Please handwrite your Support Ticket Number xxxxxxx directly on the quick reference card or sticker above the CD Key (the number should not be written on a separate piece of paper or inserted with an image editor) and reply with a digital photo or scan of the CD Key in .jpg format. Please ensure that you submit a full-color image, rather than a photocopy.

If you have any difficulty locating the CD Key on the packaging, please see the following link:
http://support.steampowered.com/kb_article.php?ref=7480-WUSF-3601

Note: Please use a pen with permanent ink and avoid marking over the CD Key code.

Example images:
http://support.steampowered.com/images/faq/2347-QDFN-4366/cdkey1.jpg
http://support.steampowered.com/images/faq/2347-QDFN-4366/cdkey2.jpg

After verifying your proof of ownership we will gladly assist you with this issue."
(I edited the name and ticket number)

My response:
"I do not have a CD key, I play DotA2. Please supply me with a functional way of reopening my account. Thank you."

Which elicited this response from support:
"Hello <Name>,

I am sorry, you must provide valid proof of purchase for the account in question in order for us to provide further assistance.

We require the CD Key for Modern Warfare 2 with the ticket number hand written before we make changes to the account.

Please feel free to reply or reopen this ticket when you have the necessary information."

Confused and slightly annoyed, I replied:
"I'm now very confused. At least the last response was related to a game I play (which did not have a CD key). I don't even HAVE Modern Warfare 2 on my steam. Is this actually steam support or some hacker trolling anyone who submits a query??
The most amazing part is I'm not even asking to verify the account, I'm letting you know I didn't get the email which is what YOUR SITE tells me to do!
This is pathetic, please try to understand my question and then reply to me with a plausible plan.
Thank you."

Ok, so maybe I was more than slightly annoyed. Do you not agree this is pretty pathetic? What am I doing wrong here?

[MalikQayum]

if its marked green the reply then its from support (green border around the message) if that aint there it might be the hijacker trying to fool u.

also the mw2 part is weird it just seem like steam support might have sent out another robo answer.

[Spawn of Totoro]

They will require verification of ownership of the account in order to assist you in this situation. It is completely understandable.

What if it was a hacker trying to get your account by asking the same question any trying to change the e-mail associated with the account?

That is why they require proof of ownership.

https://support.steampowered.com/kb_article.php?ref=4815-UDFC-8010

This support article gives alternative in case you do not have a key that you can submit.

[Xboct]

They are not asking for those things. I understand them asking for verification, how about if they ask for something that is linked to the account? If they request an alternate form, I could supply it, but they are not...
Oh, and messages are in green, it was mostly in jest. Mostly.

[Spawn of Totoro]

Originally posted by Xboct:

They are not asking for those things. I understand them asking for verification, how about if they ask for something that is linked to the account? If they request an alternate form, I could supply it, but they are not...
Oh, and messages are in green, it was mostly in jest. Mostly.

Sometimes they are in a hurry and post a response form a previous ticket.

If you send a message make letting them know you don't have a key and asking for an alternative, you will get the same list I linked you.

Those are the only methods for proof of ownership they accept.

Credit card is the easiest, imho.

[MalikQayum]

Originally posted by Spawn of Totoro:

Originally posted by Xboct:

They are not asking for those things. I understand them asking for verification, how about if they ask for something that is linked to the account? If they request an alternate form, I could supply it, but they are not...
Oh, and messages are in green, it was mostly in jest. Mostly.

Sometimes they are in a hurry and post a response form a previous ticket.

If you send a message make letting them know you don't have a key and asking for an alternative, you will get the same list I linked you.

Those are the only methods for proof of ownership they accept.

Credit card is the easiest, imho.

so that basically means that if you havent bought anything on steam ever and u played 2000 + hours in dota2 and you get hijacked there is no way of getting the account back ?

[Xboct]

He's given me ways to get the account back, and I know about them. I'm not even sure it is lost, can't they RESEND the email? Verify the address (which is already done, as I replied through it to the ticket the 2nd time)? I'm not just going to send random credit card information or a driver's license across the net to people with the brainpower to respond to my requests like that. It's ridiculous to think this is their actual support system. (also ridiculous that I'd have to literally deface a gamebox to submit a ticket, what happens next ticket?)

[Spawn of Totoro]

Originally posted by AK87:

so that basically means that if you havent bought anything on steam ever and u played 2000 + hours in dota2 and you get hijacked there is no way of getting the account back ?

Considering it would be a free account and only playing free games, yes.

There are benefits from making a purchase, other then not having a limited account.

[MalikQayum]

Originally posted by Spawn of Totoro:

Originally posted by AK87:

so that basically means that if you havent bought anything on steam ever and u played 2000 + hours in dota2 and you get hijacked there is no way of getting the account back ?

Considering it would be a free account and only playing free games, yes.

There are benefits from making a purchase, other then not having a limited account.

clearly there has to be another way, steam stores the creation data so they can see which country the account was created in, if that doesnt match the hijackers then they should lock the account untill the hijacker then can verify its his account.

i know thats not ideal but surely steam has alternative ways of finding out.
checking the ip of latest connects etc.

eventhough i might not work for valve i do know they store more information so asking for alternative methods should be an option ;)

[Spawn of Totoro]

Originally posted by Xboct:

He's given me ways to get the account back, and I know about them. I'm not even sure it is lost, can't they RESEND the email? Verify the address (which is already done, as I replied through it to the ticket the 2nd time)? I'm not just going to send random credit card information or a driver's license across the net to people with the brainpower to respond to my requests like that. It's ridiculous to think this is their actual support system. (also ridiculous that I'd have to literally deface a gamebox to submit a ticket, what happens next ticket?)

No one can do anything with just the last 4 digits of a card number.

The game key is never on a game's box. It is usually on the instructions, jewel case or a separate piece of paper.

You can also verify your e-mail address on your own.

https://support.steampowered.com/kb_article.php?ref=5151-RUAS-1543

Unless I am misunderstanding what you are asking for.

If you are trying to do a password recovery, you can just do another and another e-mail will be sent to you.

[Spawn of Totoro]

Originally posted by AK87:

clearly there has to be another way, steam stores the creation data so they can see which country the account was created in, if that doesnt match the hijackers then they should lock the account untill the hijacker then can verify its his account.

i know thats not ideal but surely steam has alternative ways of finding out.
checking the ip of latest connects etc.

eventhough i might not work for valve i do know they store more information.

First off, all of that is easy to fake. The other information that is being asked for is not.

That is also not on topic. If you wish to suggest a different way to verify ownership, please do so in the suggestion and idea forum.

http://steamcommunity.com/discussions/forum/10/

Unless you can contribute to this is a helpful way, please stop and allow me to assist the OP with the issue. Thank you.

[Xboct]

Thanks for your replies, I am not getting the email, problem 1. They haven't asked me for a legitimate way to verify my account, problem 2. It doesn't even seem like they looked at the account in question, or even the submitted topic on the inquiry, to be able to respond attentively, problem 3. I have purchased items through the steam store, hopefully they request me to verify that way, but they have not, problem 4.
I misspoke, not the box, but the jewel box or instructions, whatever, seems silly, but that's not for this thread. I also misspoke, you can use just the last 4 of a credit card. Good, which would not be too bad, although it would also be giving my name, which is on the account anyway, and they haven't even asked for that. The whole (support) thread seems silly and I just seem to be having to go to great lengths through a poor support system that isn't even paying attention, when their own community mods would do a better job, apparently. I appreciate the help I really just need a valid response from them. I guess I'll try to ask again nicely and in very clear and minimalistic language, lol.
Oh, and my email address is verified. Like I said, they are communicating to me through it, so they should know it is me. Or at least "me."

[Ineffable Anathema]

You do have Worms Clan Wars on your account, which is a game that must be purchased, perhaps you could send them the requested credit card info used to purchase that game?

[Ineffable Anathema]

Send in a correct ticket with the information they need, only for the Worms game instead of the one they requested adn which you clearly do not own.

[ KARR™]

http://steamcommunity.com/discussions/forum/1/666826703556732523/

Just follow what it says there.

You've mentioned you DO have items bought on steam, so follow the

■If a game was purchased through Steam with a credit card, please provide the following: ■The Card Type (Visa, MasterCard, Discover, American Express)
■Full Name on the Card
■The last four digits of the credit card number - Do not provide the full credit card number

■If a game was purchased through Steam using a PayPal account, please provide: ■The Billing Name on the PayPal Account
■The full Billing Address on the PayPal Account
■The PayPal PayerID
■The Invoice ID and the Transaction ID

part of it. Just say in your ticket, I do not have a cd key, however i can provide this information.....

[Xboct]

This account is obviously not the one I need to have access recovered, so how do you know what I have purchased on an account since I haven't even mentioned it? Also, would love worms, but don't have it yet. haha. :P