Refund request 4 days no response

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Rasamaha 27 Jun @ 3:14am

Hello, I bought a game like 4 days ago and I couldn’t really run it but wanted to give it a try since I was in the minimum specs req.

So I asked for a refund with under 2 hours played and 14 days since bought, I made like 5 tickets already and all are getting no responses but are shown as closed in my tickets sections, any tips on what should I do or how to contact steam? I never had this problem before, they usualy respond in 2-4 hours for a refund.

Last edited by Rasamaha; 27 Jun @ 3:15am

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Showing 1-13 of 13 comments

Komarimaru 27 Jun @ 3:19am

Support never closes tickets without response. Only the user can, or people who have hijacked the users account, without the user knowing.

Aka, if tickets are being closed, that means an account has a heavy chance of being compromised.

Rasamaha 27 Jun @ 3:23am

Originally posted by Komarimaru:
Support never closes tickets without response. Only the user can, or people who have hijacked the users account, without the user knowing.

Aka, if tickets are being closed, that means an account has a heavy chance of being compromised.

To make sure Im saying the right thing, So if I go to Home > My Recent Help Requests, all tickets are shown under status CLOSED, and as for hijacked, I dont know, I never had someone try to login in my account or things like this, I dont know.

Ogami 27 Jun @ 3:25am

If those ticketd are "closed" without you getting any response first from Support then yes, your account is 99% compromised and infected by a hijacker bot that closes those support tickets so you cant get help.

Do ALL of the following:

1. Scan for malware https://www.malwarebytes.com/
2. Deauthorize all other devices https://steamhost.cn/twofactor/manage
3. Change passwords from a clean computer
4. Generate new backup codes for your Mobile App https://steamhost.cn/twofactor/manage
5. Revoke the API key https://steamhost.cn/steamcommunity_com/dev/apikey (there should be nothing in the APIKEY)

After doing all that, try to open a new support ticket and check if it stays open.
As for getting infected thats sadly rather easy.
A "friend" sends you a link, usually for voting for his team or something they want to show you.
You click, infected.
Or you logged in with your Steam credentials on some third party ( usually trading) site that then used that API data to hijack your account. Again, infected.
And so on.

Last edited by Ogami; 27 Jun @ 3:27am

Chika Ogiue 27 Jun @ 3:25am

If you're within the refund window, the request is automatic. If you had to make several tickets, it sounds like your account might be compromised.

To be safe, do the following, all of them.

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://steamhost.cn/twofactor/manage
4. Change passwords from a trusted/clean device
5. Generate new backup codes for your Mobile App https://steamhost.cn/twofactor/manage
6. Revoke the API key https://steamhost.cn/steamcommunity_com/dev/apikey (there should be nothing in the APIKEY)
7. Make sure your steam recovery email account is secure

Steam support will not restore any items or wallet funds that have left the account for any reason.

Chika Ogiue 27 Jun @ 3:27am

Originally posted by Rasamaha:
To make sure Im saying the right thing, So if I go to Home > My Recent Help Requests, all tickets are shown under status CLOSED, and as for hijacked, I dont know, I never had someone try to login in my account or things like this, I dont know.

Unless Valve have revoked your right to refund (you'd have gotten three warnings, first), then yes. Closed tickets without any response or being told before hand that will no longer be answered, is a sign of a compromised account.

Rasamaha 27 Jun @ 3:32am

Originally posted by Chika Ogiue:
Originally posted by Rasamaha:
To make sure Im saying the right thing, So if I go to Home > My Recent Help Requests, all tickets are shown under status CLOSED, and as for hijacked, I dont know, I never had someone try to login in my account or things like this, I dont know.

Unless Valve have revoked your right to refund (you'd have gotten three warnings, first), then yes. Closed tickets without any response or being told before hand that will no longer be answered, is a sign of a compromised account.

Strange, so, what can I do now, I dont understand what I did wrong, My email is still the same, I have no malware, the only thing I did is use my API on a website, and I revoked it now.
Can I do something about this *compromised* account ? Or get contact with steam ?

Ogami 27 Jun @ 3:34am

You just do the things listed in those posts from me and Chika Ogiue and thats it.
After that your account should be "clean" again.

Chika Ogiue 27 Jun @ 3:36am

Originally posted by Rasamaha:
Can I do something about this *compromised* account ? Or get contact with steam ?

Do all the steps listed above. Until you do, there's no point in trying to contact support. Your tickets will still be closed in that case. If you've done all 7 steps, then try your refund request again. If you're outside of the refund window, you'll have to make a manual request. I'm sure someone else can tell you how.

Rasamaha 27 Jun @ 3:56am

Originally posted by Ogami:
You just do the things listed in those posts from me and Chika Ogiue and thats it.
After that your account should be "clean" again.

Thanks for you answer, unfortunately I cant see your first message but I reckon its similar to Chika

Rasamaha 27 Jun @ 3:57am

Originally posted by Chika Ogiue:
Originally posted by Rasamaha:
Can I do something about this *compromised* account ? Or get contact with steam ?

Do all the steps listed above. Until you do, there's no point in trying to contact support. Your tickets will still be closed in that case. If you've done all 7 steps, then try your refund request again. If you're outside of the refund window, you'll have to make a manual request. I'm sure someone else can tell you how.

Thanks for the info, Il try to do all the things in your list and see from there If I have any luck, I`m really confused about this situation.

#10

Rasamaha 29 Jun @ 5:27am

Originally posted by Chika Ogiue:
If you're within the refund window, the request is automatic. If you had to make several tickets, it sounds like your account might be compromised.

To be safe, do the following, all of them.

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://steamhost.cn/twofactor/manage
4. Change passwords from a trusted/clean device
5. Generate new backup codes for your Mobile App https://steamhost.cn/twofactor/manage
6. Revoke the API key https://steamhost.cn/steamcommunity_com/dev/apikey (there should be nothing in the APIKEY)
7. Make sure your steam recovery email account is secure

Steam support will not restore any items or wallet funds that have left the account for any reason.

Got my refund, thanks for the assistance

#11

Rasamaha 29 Jun @ 5:28am

Originally posted by Ogami:
If those ticketd are "closed" without you getting any response first from Support then yes, your account is 99% compromised and infected by a hijacker bot that closes those support tickets so you cant get help.

Do ALL of the following:

1. Scan for malware https://www.malwarebytes.com/
2. Deauthorize all other devices https://steamhost.cn/twofactor/manage
3. Change passwords from a clean computer
4. Generate new backup codes for your Mobile App https://steamhost.cn/twofactor/manage
5. Revoke the API key https://steamhost.cn/steamcommunity_com/dev/apikey (there should be nothing in the APIKEY)

After doing all that, try to open a new support ticket and check if it stays open.
As for getting infected thats sadly rather easy.
A "friend" sends you a link, usually for voting for his team or something they want to show you.
You click, infected.
Or you logged in with your Steam credentials on some third party ( usually trading) site that then used that API data to hijack your account. Again, infected.
And so on.

Thanks, I got my refund .