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Morgrim66 14 hours ago
Cant reset the password on my disabled daughter's account.
Hello,
My autistic (adult) daughter has just gotten a new computer, and we are trying to set up her steam account on the new PC. She tried to reset her password, but she no longer has access to the email address that she used when she created her account. We tried to change it through the in-app support page, but there was repeated issues with the captcha function. Please help.



I am her step-father and only steam friend. I can get access to her purchase history if it helps to identify her, and I believe my account is the only one which has ever transferred funds or sent gifts to her account.

She is currently able to get on steam on her old PC because the credentials are saved, but we cannot log her in to the new PC. She has a new email address and a phone number we can associate with the app, but all of it relies on her ability to access the old email address which she no longer can access.

Please contact us to help Elsie,
Thanks,
Last edited by Morgrim66; 4 hours ago
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Originally posted by ReBoot:
Can you try it from a wholly different internet connection, i.e. your phone (with WLAN turned off so it doesn't use your home network)?
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Showing 1-9 of 9 comments
ReBoot 14 hours ago 
Try it from another browser, that should get things sorted with the CAPTCHA.

She still needs proof of ownership though.
#1
Morgrim66 14 hours ago 
We have tried from my browser using her account name, we keep getting "Your response to the CAPTCHA appears to be invalid. Please re-verify that you're not a robot below.
(Reference ID: 14198660245122664)"
#2
ReBoot 14 hours ago 
Originally posted by Morgrim66:
We have tried from my browser using her account name, we keep getting "Your response to the CAPTCHA appears to be invalid. Please re-verify that you're not a robot below.
(Reference ID: 14198660245122664)"
Try it from another browser browser. As in "a different browser, not the Chrome y'all been using all along".
Last edited by ReBoot; 14 hours ago
#3
Morgrim66 14 hours ago 
We tried it from a different computer and used Edge. Its not working. I am not an idiot. I understood you. I did it from different sessions as well.
Last edited by Morgrim66; 14 hours ago
#4
The author of this thread has indicated that this post answers the original topic.
ReBoot 14 hours ago 
Can you try it from a wholly different internet connection, i.e. your phone (with WLAN turned off so it doesn't use your home network)?
#5
Morgrim66 14 hours ago 
I can, but why would that matter? Are you a mod or a steam employee that can actually help me? Pardon my frustration but I have been trying to resolve this for hours.
Last edited by Morgrim66; 14 hours ago
#6
Nx Machina 13 hours ago 
Originally posted by Morgrim66:
I can, but why would that matter? Are you a mod or a steam employee that can actually help me? Pardon my frustration but I have been trying to resolve this for hours.

Which option are you using in Google's CAPTCHA. Picture or audio when it fails?

Have you tried disabling any addons if installed as they might be causing the issue?
#7
Morgrim66 13 hours ago 
Originally posted by ReBoot:
Can you try it from a wholly different internet connection, i.e. your phone (with WLAN turned off so it doesn't use your home network)?
My apologies! I am not sure why this worked, but I was able to submit the lost password ticket finally by following your advice.. Thank you so much!!!
#8
Teksura 12 hours ago 
You really need to remove both account names from that post. that's sensitive login information you just put on a public user forum. There is no reason to put that out there.
#9
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Date Posted: 15 Oct @ 9:38pm
Posts: 9
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