Hijacker made support ticket, steam support saying duplicate

All Discussions > Steam Forums > Help and Tips > Topic Details

lady jesus 6 Sep @ 2:12pm

My boyfriend's Steam account was stolen last night. Somehow they bypassed Steamguard and everything. He made a support ticket, included tons of evidence to show he owns the account. Steam support replied that there is already an open ticket about this, and my boyfriend's is a duplicate. They will "continue to work with him through his main request". My boyfriend has no access to the ticket Steam provided as he did not make that ticket, and there were no confirmations sent to his email or anything. He has now gone almost 12 hours with no response from Steam begging them to help him. What can we do?

< >

Showing 1-15 of 22 comments

Aluvard 6 Sep @ 3:23pm

You need to be logged out of to start recovery process.

https://gtm.steamproxy.vip/sharedfiles/filedetails/?id=3456188107

What counts as viable proof of ownership:
https://help.steampowered.com/en/faqs/view/40A0-8B4B-B54B-C51A

Hijacker didn't "somehow" bypassed it, your boyfriend either installed malware or gave his data on some scam site.

lady jesus 6 Sep @ 3:53pm

Originally posted by Aluvard:
You need to be logged out of to start recovery process.

https://gtm.steamproxy.vip/sharedfiles/filedetails/?id=3456188107

What counts as viable proof of ownership:
https://help.steampowered.com/en/faqs/view/40A0-8B4B-B54B-C51A

Hijacker didn't "somehow" bypassed it, your boyfriend either installed malware or gave his data on some scam site.

He can't login because someone else has his account? He didn't make a ticket until after he tried to recover the account through self help 100 times. He has provided more than enough evidence but it seems Steam support is stuck on the existing support ticket the hacker made.

He has been doing stuff with CS2 on other sites so idk, but he deserves to have his account returned to him.

magicISO Sweden 6 Sep @ 3:56pm

Originally posted by lady jesus:
Originally posted by Aluvard:
You need to be logged out of to start recovery process.

https://gtm.steamproxy.vip/sharedfiles/filedetails/?id=3456188107

What counts as viable proof of ownership:
https://help.steampowered.com/en/faqs/view/40A0-8B4B-B54B-C51A

Hijacker didn't "somehow" bypassed it, your boyfriend either installed malware or gave his data on some scam site.

He can't login because someone else has his account? He didn't make a ticket until after he tried to recover the account through self help 100 times. He has provided more than enough evidence but it seems Steam support is stuck on the existing support ticket the hacker made.

He has been doing stuff with CS2 on other sites so idk, but he deserves to have his account returned to him.

classic one making fast money by going to third party site those are not safe at all but we can hope he learn someting from it

magicISO Sweden 6 Sep @ 3:57pm

Steam Account Recovery

It is possible to recover a stolen Steam account. You don't need access to the email, phone or password currently tied to the stolen account for this to work.

The recovery process allows you to contact Steam Support to provide proof of ownership.

Follow this guide to recover your account:

https://gtm.steamproxy.vip/sharedfiles/filedetails/?id=3456188107

Support articles about account recovery:

Recovering a Stolen or Hijacked Steam Account

Providing Proof of Ownership

Link from the guide to start the recovery process:

https://help.steampowered.com/en/wizard/HelpWithLoginInfo?accountsearch=1&issueid=408&reset=1

lady jesus 6 Sep @ 3:59pm

Originally posted by magicISO Sweden:
Steam Account Recovery

It is possible to recover a stolen Steam account. You don't need access to the email, phone or password currently tied to the stolen account for this to work.

The recovery process allows you to contact Steam Support to provide proof of ownership.

Follow this guide to recover your account:

https://gtm.steamproxy.vip/sharedfiles/filedetails/?id=3456188107

Support articles about account recovery:

Recovering a Stolen or Hijacked Steam Account

Providing Proof of Ownership

Link from the guide to start the recovery process:

https://help.steampowered.com/en/wizard/HelpWithLoginInfo?accountsearch=1&issueid=408&reset=1

He did contact Steam support and he provided proof of ownership. Steam support is saying there is a support ticket for this same issue that was already made by someone else. He cannot access the support ticket they want him to use because he didn't make it.

lady jesus 6 Sep @ 4:01pm

Originally posted by magicISO Sweden:
Originally posted by lady jesus:

He can't login because someone else has his account? He didn't make a ticket until after he tried to recover the account through self help 100 times. He has provided more than enough evidence but it seems Steam support is stuck on the existing support ticket the hacker made.

He has been doing stuff with CS2 on other sites so idk, but he deserves to have his account returned to him.
classic one making fast money by going to third party site those are not safe at all but we can hope he learn someting from it

I do hope he learns his lesson, but at the same time I really want him to have his account back! He's used the same account since he was like 12 and he has invested so much money into it.

miamew3 6 Sep @ 4:07pm

Originally posted by lady jesus:
He did contact Steam support and he provided proof of ownership. Steam support is saying there is a support ticket for this same issue that was already made by someone else. He cannot access the support ticket they want him to use because he didn't make it.

You said earlier ''He didn't make a ticket until after he tried to recover the account through self help 100 times.''

Is it possible that during one of those 100 attempts that a ticket was created twice by himself. Has he checked his mail to see if he missed the reply to the 1st ticket that was opened. Check spam ect..

lady jesus 6 Sep @ 4:17pm

Originally posted by miamew3:
Originally posted by lady jesus:
He did contact Steam support and he provided proof of ownership. Steam support is saying there is a support ticket for this same issue that was already made by someone else. He cannot access the support ticket they want him to use because he didn't make it.

You said earlier ''He didn't make a ticket until after he tried to recover the account through self help 100 times.''

Is it possible that during one of those 100 attempts that a ticket was created twice by himself. Has he checked his mail to see if he missed the reply to the 1st ticket that was opened. Check spam ect..

He checked and I double, triple, quadruple checked as well lol There is no email linked to the support ticket Steam support provided. Is there a way to find a support ticket without an email or being able to login?

Silicon Vampire 6 Sep @ 4:18pm

Originally posted by lady jesus:
Originally posted by magicISO Sweden:
Steam Account Recovery

It is possible to recover a stolen Steam account. You don't need access to the email, phone or password currently tied to the stolen account for this to work.

The recovery process allows you to contact Steam Support to provide proof of ownership.

Follow this guide to recover your account:

https://gtm.steamproxy.vip/sharedfiles/filedetails/?id=3456188107

Support articles about account recovery:

Recovering a Stolen or Hijacked Steam Account

Providing Proof of Ownership

Link from the guide to start the recovery process:

https://help.steampowered.com/en/wizard/HelpWithLoginInfo?accountsearch=1&issueid=408&reset=1

He did contact Steam support and he provided proof of ownership. Steam support is saying there is a support ticket for this same issue that was already made by someone else. He cannot access the support ticket they want him to use because he didn't make it.

The only way that could be is if he is still logged in to the account.

He should NOT be contacting anyone on (logged in to) the compromised account.

Really surprised nobody else picked up on that fact...

Edit---------\

LOG out or use a different device to contact support.

2nd Edit---------\

I'm now concerned he has given the hijackers proof of ownership information.

Last edited by Silicon Vampire; 6 Sep @ 4:26pm

lady jesus 6 Sep @ 4:30pm

Originally posted by Silicon Vampire:
Originally posted by lady jesus:

He did contact Steam support and he provided proof of ownership. Steam support is saying there is a support ticket for this same issue that was already made by someone else. He cannot access the support ticket they want him to use because he didn't make it.
The only way that could be is if he is still logged in to the account.

He should NOT be contacting anyone on (logged in to) the compromised account.

Really surprised nobody else picked up on that fact...

Edit---------\

LOG out or use a different device to contact support.

2nd Edit---------\

I'm now concerned he has given the hijackers proof of ownership information.

I said it before, he has not been able to login!! His Steamguard is gone, everything is gone. He is logged into nothing. He made the support ticket without being logged in. I literally said that he cannot login multiple times.

#10

lady jesus 6 Sep @ 4:34pm

Originally posted by Silicon Vampire:
Originally posted by lady jesus:

He did contact Steam support and he provided proof of ownership. Steam support is saying there is a support ticket for this same issue that was already made by someone else. He cannot access the support ticket they want him to use because he didn't make it.
The only way that could be is if he is still logged in to the account.

He should NOT be contacting anyone on (logged in to) the compromised account.

Really surprised nobody else picked up on that fact...

Edit---------\

LOG out or use a different device to contact support.

2nd Edit---------\

I'm now concerned he has given the hijackers proof of ownership information.

The only way they could access his current support ticket is through his email. He already changed his passwords and added new 2FA to his personal accounts before creating a ticket.

EDIT JUST TO BE CLEAR SINCE PEOPLE DONT SEEM TO UNDERSTAND YOU CAN CREATE A SUPPORT TICKET WITHOUT BEING LOGGED INTO AN ACCOUNT. YOU JUST HAVE TO VERIFY THE EMAIL THEY STEAM WILL USE TO NOTIFY YOU OF MESSAGES.

Last edited by lady jesus; 6 Sep @ 4:38pm

#11

Silicon Vampire 6 Sep @ 4:38pm

Originally posted by lady jesus:

He did contact Steam support and he provided proof of ownership. Steam support is saying there is a support ticket for this same issue that was already made by someone else. He cannot access the support ticket they want him to use because he didn't make it.

Uhm, that can't happen unless......

You know, I was going to spell it out, but now, I don't know... Valve has been really inconsistent lately, what I once thought I knew, I am seriously doubling.

Long story short:

What you have stated *should* and did in the past, cause the account to be LOCKED until ownership could be verified. UNLESS the hijackers have control over MUCH more than just his Steam account.

#12

lady jesus 6 Sep @ 4:44pm

Originally posted by Silicon Vampire:
Originally posted by lady jesus:

He did contact Steam support and he provided proof of ownership. Steam support is saying there is a support ticket for this same issue that was already made by someone else. He cannot access the support ticket they want him to use because he didn't make it.

Uhm, that can't happen unless......

You know, I was going to spell it out, but now, I don't know... Valve has been really inconsistent lately, what I once thought I knew, I am seriously doubling.

Long story short:

What you have stated *should* and did in the past, cause the account to be LOCKED until ownership could be verified. UNLESS the hijackers have control over MUCH more than just his Steam account.

I'm not entirely sure what the point you're trying to make is. You're like totally trying to make this scarier than it is. The hacker made a ticket because having duplicate reports slows the recovery process. Hacker doesn't need anything else to keep a support ticket open for awhile so he can mess with the account.

#13

lady jesus 6 Sep @ 4:46pm

Originally posted by Silicon Vampire:
Originally posted by lady jesus:

He did contact Steam support and he provided proof of ownership. Steam support is saying there is a support ticket for this same issue that was already made by someone else. He cannot access the support ticket they want him to use because he didn't make it.

Uhm, that can't happen unless......

You know, I was going to spell it out, but now, I don't know... Valve has been really inconsistent lately, what I once thought I knew, I am seriously doubling.

Long story short:

What you have stated *should* and did in the past, cause the account to be LOCKED until ownership could be verified. UNLESS the hijackers have control over MUCH more than just his Steam account.

You can make a support ticket for an account with an email other than the one linked to the account. So we can't access the ticket because its linked to a different email, but the ticket is about my boyfriend's account.

#14

Silicon Vampire 6 Sep @ 5:01pm

I'm sorry if it frightened you, not my intent.

What you are describing *should* get the account automatically administratively LOCKED so nobody can access it until proof of ownership is submitted that support deems admissible, with a response to the inquiring emails to that affect.

That is how it used to work. AND should work. I can't tell you how they are dealing with this issue these days.

So, I am out. Good luck. Seriously.

#15

< >

Showing 1-15 of 22 comments

Per page: 1530 50

All Discussions > Steam Forums > Help and Tips > Topic Details

Date Posted: 6 Sep @ 2:12pm

Posts: 22

Start a New Discussion