Steam Software Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about Steam Software customer service, archive #3. It includes a selection of 20 issue(s) reported June 22, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Around two years ago, I purchased GTA 5 on Steam. Unfortunately, due to financial constraints, I resorted to using mod menus after about a year, resulting in a ban. I contacted Steam support to rectify the situation by removing the game from my account. Recently, I decided to give GTA another try and purchased a new copy for $19.79 with the intention of not using mods. However, upon attempting to play, I discovered that I was still banned from online play. Disappointed, I requested a refund for this second purchase, even though I had not played it, unlike the first purchase where I had logged [redacted] hours. My Steam account is "Bird Squirt." Thank you.
Reported by GetHuman-mrhamza on शुक्रवार, २२ जून २०१८, रात ८:२१ बजे
My account with the username "blanko44" has been hacked. My name is John Goldie, and the email associated with the account was [redacted] I tried to recover my password but was prompted with a different email address and phone number for recovery. I attempted to recover my account through Steam's account recovery page, but encountered an error. My last purchase was Wolfenstein 2: The New Colossus on May 12th using a code of [redacted][redacted]30 through PayPal. My address on file is [redacted]-Schooner Cove NW Calgary T3L1Y8, and my phone number is [redacted], although these details may have been changed. Due to being busy, I hadn't used my computer recently, but upon discovering the breach, I found 2 viruses. Please contact me via email if you have any inquiries.
Reported by GetHuman814446 on शनिवार, २३ जून २०१८, रात ९:५० बजे
I downloaded Van Helsing II, but it won't launch. I've had no issues with Van Helsing III or Grim Dawn, just the second installment. Even after uninstalling and reinstalling, it still won't launch. I'm new to Steam and troubleshooting downloads. I've tried opening it in programs, in the Steam library, and by clicking on the desktop icon, but it only shows "preparing to launch" and stops. The other games work fine. I'm unsure if I should request a refund or seek other solutions. Any assistance is welcome.
Reported by GetHuman-eberwein on शनिवार, २३ जून २०१८, रात १०:२९ बजे
I experienced an issue with the Steam application freezing at the Store prompt while searching for new software. Even after reinstalling Steam to resolve the freezing problem, I now see an "install" option instead of "play" for my games. I am reinstalling Fallout 4 as it's the only way to access the game still on my computer. I am worried I might lose my progress in the game, especially with all the additional worlds, mods, and Creation Club items I have added. If the app freezes again after reinstalling everything, it will be a major setback. The Steam app is causing a lot of frustration. I have dedicated countless hours to my gameplay and would appreciate any assistance in resolving this issue.
Reported by GetHuman-dpoendpo on रविवार, २४ जून २०१८, सुबह ४:५० बजे
I am experiencing issues with this game. The controls are all in Xbox format (LB, RB, A, B) which was not disclosed at the time of purchase. I have requested refunds multiple times for various reasons. Since the game is malfunctioning and the Xbox controls were not mentioned on the game page, I believe my refund should be approved. Despite showing 6 hours of playtime, I have not actually played the game. I simply downloaded it overnight and inadvertently started it upon completion. Kindly assist me in obtaining a refund for this defective game. Thank you.
Reported by GetHuman815291 on रविवार, २४ जून २०१८, सुबह ९:१६ बजे
A couple of years ago, my brother bought me hard copies of Skyrim and Fallout New Vegas. They are linked to an email account which has been compromised, either [redacted], [redacted], or [redacted] Unfortunately, I cannot recall the exact email as I have not been able to access it for about a year. After dealing with many years of hacked accounts, including emails, games, and social media, I have managed to secure a new Steam account under [redacted], along with other accounts. However, I am unable to access the games on my old Steam account or add the hard copies with the correct CD keys to my new account due to the Duplicate CD Key error. I have attempted various solutions provided on the support page, including reaching out to Bethesda, but both companies have redirected me back and forth without a resolution. I have learned that only Valve (Steam) can resolve this issue, and I seek assistance in resolving it. While I have repurchased most of my games, the gifted ones from my brother lack receipts, as we both believed physical copies with original CD keys were proof of ownership. I am a long-time customer and wish to continue being one. I can provide the CD keys through a secure return email if needed. Thank you.
Reported by GetHuman-bitmunky on सोमवार, २५ जून २०१८, दोपहर १०:२६ बजे
Hello! I go by the name VetoTheNeato (also known as SpaghettiIsReady) on this account. I recently gifted my friend, Slady, the game "Ultimate Chicken Horse." After playing a few rounds together, we quickly lost interest and planned to request a refund the next day. Unfortunately, upon checking the following morning, we noticed that the game was still running on Slady's computer, accumulating around 12 hours of playtime even though we were not actively playing. Steam Support informed me that due to the extended playtime, a refund could not be processed. I find myself in a difficult situation where my friend no longer wishes to keep the game, and I am unable to retrieve a refund. Any suggestions would be greatly appreciated. Warm regards, VetoTheNeato
Reported by GetHuman-bwg on शुक्रवार, २९ जून २०१८, रात १२:२६ बजे
I am frustrated because I am having trouble logging into my Steam account, despite changing my password multiple times. I use various usernames like scott007merrill, nanilani, nanilani1211, and scottmerrill007. Even though I received email confirmations of the password changes, the system does not recognize my username or password when I try to sign in. I have made significant purchases through Steam and would like to access my account to play my games and potentially make more purchases. I hope to receive some assistance from customer service to resolve this issue promptly. Can you please help me regain access to my account? I would appreciate any support you can provide. Thank you for your help. - Scott M.
Reported by GetHuman-nanilani on रविवार, १ जुलाई २०१८, रात २:१५ बजे
Hello! I placed an order on Steam for a game using cash on delivery on June 27. I decided to cancel it on June 29 at 2:00 am as I was uncertain about the delivery date. Shortly after canceling, the initially canceled order unexpectedly arrived the same day, and I had to pay for it. I reached out to Steam support, providing proof of payment and delivery, requesting to add the game to my library. However, despite my explanations, their responses seemed automated, focusing on the order made on June 29. Eventually, I paid for the second order on July 1, but the game didn't appear in my library. Despite contacting Steam, Nova, and the delivery company, no resolution has been reached. I'm frustrated by the lack of response and clarity from them.
Reported by GetHuman-usmangha on रविवार, १ जुलाई २०१८, रात ८:१५ बजे
Hello, I am reaching out about an unfortunate incident where I fell victim to a scam. I was promised an immortal item in exchange for a $25 deposit, only to be asked for more when a "system error" occurred. Now realizing I was deceived, I am desperate to recover my item, even if it's a duplicate. These items hold great sentimental and material value as they are part of my cherished collection accumulated over years of playing Dota 2. I understand Steam's policies on restoring such items but I am willing to appeal for an exception. I take full responsibility for my mistake and assure you that I have learned from this experience. Any assistance in retrieving my items would be immensely appreciated. Thank you for your time. Warm regards, [Alan]
Reported by GetHuman-tsingyii on सोमवार, २ जुलाई २०१८, दोपहर २:५१ बजे
I recently purchased the game "Forest Fortress" expecting to see nudity and adult content per the tags, only to find that it does not contain any. Upon further investigation, it appears that the content has been blocked. I am disappointed as this was the main reason I bought the game. I appreciate mature themes in games, and although I enjoy the story of this game, I am not pleased with the misleading tags. I have noticed other games on your platform with explicit content like "Genital Jousting," "Showering With Dad," and "Dream Dad." It seems unfair to restrict one game while allowing more explicit ones. I believe this practice is deceptive. I urge you to rectify this situation to maintain transparency and accuracy for customers like me who enjoy adult-themed games. Thank you for your attention to this matter. Regards, J. W.
Reported by GetHuman-jwiseman on मंगलवार, ३ जुलाई २०१८, रात ३:४७ बजे
I purchased Steep on June **rd and played for about 2.5 hours straight after downloading. However, the next time I launched the game, it kept crashing after the splash screen. It seems to be an issue with Ubisoft. I would like a refund despite playing for over * hours. Most of this time was spent trying to troubleshoot the continuous crashes by repeatedly opening the game. It's frustrating because I paid 17 pounds during the sale. I am disappointed by the Steam support email system, which is not allowing a refund since I exceeded the 2-hour playtime limit.
Reported by GetHuman845489 on मंगलवार, ३ जुलाई २०१८, शाम ७:०५ बजे
Hello, I go by the username r6a5g1e on Steam. I've been troubleshooting an issue by myself, and I came across a crash file in the steamapps folder. The only game I'm unable to play is Terraria, and despite my attempts to reach out to Valve tech support through various channels, I haven't had any success. This forum is my last resort, and I'm really eager to enjoy playing Terraria again. I've invested [redacted] hours into the game, and I'm open to creating a new account as long as I can retain my current username. I've even repurchased the game twice in an effort to resolve the problem. Any assistance would be greatly appreciated. Thank you.
Reported by GetHuman847949 on बुधवार, ४ जुलाई २०१८, रात १२:१७ बजे
Hello! I would like to address an issue with a recent purchase I made. I bought the game "Hunt: Showdown" on July 3, [redacted], at 9:04 p.m. After playing for about an hour, I encountered frame rate problems and decided that I would like a refund. It seems that there is a test server included with the game, which caused some confusion due to my prior experience with the game back in February when it was in alpha development. During the alpha phase, I tested the game for free for about 5 hours until testing ended. When the game was fully released, I could no longer access it unless I purchased it, by which time I had already uninstalled the alpha version. I suspect that these 5 hours of alpha testing might have been counted as "test server hours," even though they occurred months before my recent purchase. Despite this, the game's optimization did not improve for me after the full release, and I would appreciate a refund considering I only played an hour after purchasing. Thank you for your assistance!
Reported by GetHuman849838 on बुधवार, ४ जुलाई २०१८, रात ९:०४ बजे
I bought a game called Bless Online, but unfortunately, I am experiencing numerous issues with it. The game crashes on the splash screen, after playing for long periods due to a memory leak, and when there are too many characters on the screen. Additionally, it has low frame rate problems, and the servers crash frequently, with hackers causing economic damage. Despite paying $[redacted], the game is unplayable and not worth the price. I would like a refund either to my Steam wallet or my credit card, as the game does not meet the expected standards.
Reported by GetHuman-tilde on शुक्रवार, ६ जुलाई २०१८, रात १२:१४ बजे
Hello, I am contacting you regarding my recent experience with your product trial. I adhered to the guidelines on your website and played for only the allowed 2-hour period. However, when I requested a refund, I was informed that I played for 4 hours and 21 minutes, which is inaccurate. I logged off within the 2-hour limit as per your policy. Could you please review the activity on your end to verify this discrepancy? I kindly request access to the actual gameplay log versus the sign-on time to clarify this issue. If this matter is not resolved, I may need to contest the charge with my credit card company. I am once again seeking a refund under the account name Jmpusatri88. I hope after a thorough review, you can reconsider granting the refund. Your assistance on this matter is greatly appreciated. Thank you.
Reported by GetHuman-yogabych on शुक्रवार, ६ जुलाई २०१८, रात १:४२ बजे
I have a Fallen Earth account, and they recently changed everyone's passwords. I am unable to access my account now, despite having paid for it for many years. I have tried contacting customer support via email, but I have not received any assistance. I am frustrated by this situation and would appreciate some help in resolving it.
Reported by GetHuman-roadkyll on शुक्रवार, ६ जुलाई २०१८, दोपहर १२:३२ बजे
I am 12 years old and unfortunately fell victim to a scam by Glenn Rogers. The items I lost include: Vintage Foster's Facade, Tour of Duty Ticket, Killstreak Splendid Screen, Taunt: Mannrobics, Taunt: The Schadenfreude, ''Yah... I don't know why I'm not dead.'', Festive Wrench, ''sharpshooter'', Professional Killstreak Maul, Strange Specialized Killstreak Scorch Shot, Strange Dark Age Defender, Strange Specialized Killstreak Gold Botkiller Flame Thrower Mk.II, ''GLARE V2.0'', Unusual Taunt: Rancho Relaxo, Taunt: The Dueling Banjo, Taunt: The Fubar Fanfare, Strange Professional Killstreak Flying Guillotine, ''SARANGE STROFESSIONAL PILLSTREAK KANDMAN'', ''Bighteous Rison'', and ''The Mailman''.
Reported by GetHuman-audensch on शनिवार, ७ जुलाई २०१८, दोपहर ३:३३ बजे
My Steam account, elpenorcrunch, was recently hijacked. The hijacker quickly removed my Steam authenticator and changed my account's email and password. I am locked out, and it appears the account is now accessed from a Russian IP address, which is concerning. I'm seeking assistance in reclaiming my account, as I have invested a significant amount of time and money into it with various games and market items. I can provide proof of ownership if necessary. Please contact me through the original email associated with the account, [redacted] Thank you for your attention to this matter.
Reported by GetHuman-gerturki on शनिवार, ७ जुलाई २०१८, रात ११:५२ बजे
I need to buy a game for my friend through the gifting process, but there seems to be an issue. The system shows he owns the game because he played it for free for three days. I really want to purchase this game as a way to thank him for buying me a $9 game. I want to repay the favor with a $10 game. Please help me out quickly, as there are only 11 hours left before the sale ends. Thank you.
Reported by GetHuman-dragooni on सोमवार, ९ जुलाई २०१८, सुबह ५:१२ बजे

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