Steam Support closing Tickets without any Response.

[Qasem Soleimani]

My friend has been trying to reach Steam support about an issue related to his account. But everytime he submits a ticket it gets closed without response within 10 to 15 minutes.

The reason I am posting this and he isnt, is that the issue at hand is a community ban. My friend was trying to contact the owner of a specific CSGO item, and since their profile was private, he added a couple of their firends he found in a steam group. He posted on their profiles that he was trying to talk to their friend about the item, and asked if they could help him contact the owner.

So apperantly this is something youre not supposed to do. Im not big into skins but my friend was back in the day. He says people used to do this all the time back then. But we have since found out, that a couple of big traders have gotten banned because of similar things. They seem to all have gotten unbanned after contacting steam support after a couple of days.

The problem now is obviously that steam support is just closing the tickets without any answer, not even an auto generated one and without any indication what can be done about this.

Does anyone know what is going on here exactly? Any help would be greatly appreciated :)

[Ogami]

Sounds more like the account of your friend has been compromised and is under control of a hijacker.
The "any support ticket closes automatic after a short while" is a clear sign, thats a bot that automatically closes the tickets so your friend cant get any help from Steam Support.
You will always get at least a stock answer mail from Steam on any ticket.
Its also very possible his ban is "fake", the hijackers love to put messages on the profile that look like they are offical and tell you that your account is banned and that you have X amount of times to trade your items to a "deposit account".
Dont do that, the items will be stolen in transit by the hijacker.

Your friend should do this, ALL of it, then try again sending a ticket:

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

[wuddih]

Steam support does not close tickets without reply.
the phisher bot that observes his account does that.

he is compromised. he does the steps above.

[Qasem Soleimani]

Originally posted by Ogami:

Sounds more like the account of your friend has been compromised and is under control of a hijacker.

That was our thought aswell. But there are some quite valuable items on my firends account, none of which have been touched. And there is no indication, that his email was compromised. And as far as I am aware all sign-ins from a new location have to be confirmed on the app. And nothing like that happened. Ill tell my friend to go though your checklist but it seems unlikly to me.

[Qasem Soleimani]

Originally posted by wuddih:

Steam support does not close tickets without reply.
the phisher bot that observes his account does that.

he is compromised. he does the steps above.

hmm well if you agree aswell then that is deffinetly what we are gonna do. Just still seems so weird to me.

[Qasem Soleimani]

Originally posted by Ogami:

Sounds more like the account of your friend has been compromised and is under control of a hijacker.
The "any support ticket closes automatic after a short while" is a clear sign, thats a bot that automatically closes the tickets so your friend cant get any help from Steam Support.
You will always get at least a stock answer mail from Steam on any ticket.
Its also very possible his ban is "fake", the hijackers love to put messages on the profile that look like they are offical and tell you that your account is banned and that you have X amount of times to trade your items to a "deposit account".
Dont do that, the items will be stolen in transit by the hijacker.

Your friend should do this, ALL of it, then try again sending a ticket:

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

It seems that we cant check the email and phone number since the account is on lockdown. But he is still recieving notifications from steamguard on his phone and he is still getting emails from steam when he submits a ticket. do you think this is sufficient to know that email and phone are OK?

[Ogami]

The bot itself cant touch the items. Thats why the ban message usually includes the " you have XXX amount of time to trade your items to a friend or safe account".
If you do THAT , then the trade will be intercepted and send to a fake account that mirrors the account you are sending it to.
And all your valuable items will go "bye bye".
Its one of the most common scam methods.

Also its fairly easy to get infected, a lot of the third party trading sites are not safe.
When you login into those sides with your Steam credentials its actually a fake site simulating to be the Steam login page.
And just like that they have your login/password.


Regarding email and phone, yeah should be good for now.
The other stuff is more important anyway.
Ask your friend if his ban message includes the part with the time limit to send his items to another account.
If so, its 100% a hijacked account.

[J4MESOX4D]

Originally posted by Qasem Soleimani:

Originally posted by wuddih:

Steam support does not close tickets without reply.
the phisher bot that observes his account does that.

he is compromised. he does the steps above.

hmm well if you agree aswell then that is deffinetly what we are gonna do. Just still seems so weird to me.

There's really no need to contact Support - your friend just needs to secure their account now that they've discovered it's been shadow-hijacked. They should know that attempting to contact users who are not on their friends list or have their comments open can amount to harassment which can have consequences and this can be worsened if it is spread to other accounts known to the targeted person.

[PH!L]

Originally posted by Ogami:

The bot itself cant touch the items. Thats why the ban message usually includes the " you have XXX amount of time to trade your items to a friend or safe account".
If you do THAT , then the trade will be intercepted and send to a fake account that mirrors the account you are sending it to.
And all your valuable items will go "bye bye".
Its one of the most common scam methods.

Also its fairly easy to get infected, a lot of the third party trading sites are not safe.
When you login into those sides with your Steam credentials its actually a fake site simulating to be the Steam login page.
And just like that they have your login/password.


Regarding email and phone, yeah should be good for now.
The other stuff is more important anyway.
Ask your friend if his ban message includes the part with the time limit to send his items to another account.
If so, its 100% a hijacked account.

hey man im that guys friend. as you can probably guess i have my account back. and in no small part thanks to your advice. you cannot imagine how greatfull i am. i was on the edge of loosing my mind (which probably also means i should rethink my relationship with videogames lol) and you really did a big part in preventing that. thank you so much man!

[レックウザ]

The steam support is very bad, they closing my tickets without any answers nor I’m getting any email.
Example: I bought a game 2 days ago and I’m under 2h of playtime, I tried to refund and they just close the ticket 🤷🏻‍♂️.

[J4MESOX4D]

Originally posted by ✪ Plattenbaukind:

The steam support is very bad, they closing my tickets without any answers nor I’m getting any email.
Example: I bought a game 2 days ago and I’m under 2h of playtime, I tried to refund and they just close the ticket 🤷🏻‍♂️.

If your tickets are being closed without a response then your account is compromised. Do 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

and then submit a new ticket and it should stick.

[Amelia]

This thread was quite old before the recent post, so we're locking it to prevent confusion.