# This is a pitting of Steam customer service **URL:** \ **Category:** The BBQ Pit\ **Created:** [September 9, 2014, 12:28am UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918 "2014-09-09T00:28:29Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![Captain\_Amazing](https://avatars.discourse-cdn.com/v4/letter/c/6de8d8/32.png) [@Captain\_Amazing](https://boards.straightdope.com/u/Captain_Amazing)\ **Post date:** [September 9, 2014, 12:28am UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/1 "2014-09-09T00:28:29Z")
I don’t usually start pit threads, but I’m slightly annoyed and venting. Last weekend (by which I mean the weekend of the first), I get an e-mail from Steam. I’ve got the computer verification enabled, so before Steam is accessed from another location, I get an e-mail saying, “We see you’re trying to access Steam from this IP. Is this you and should we allow it?”, and I got such an e-mail, letting me know that somebody was trying to access my steam account from somewhere in Inner Mongolia. “That’s odd”, I said to myself, “I don’t THINK I’ve been in Inner Mongolia recently.” So, as suggested, I changed my password and hit the button to suspend access to my account. Then I wrote up a support ticket, reporting the incident and seeing what I should do to make sure whoever it can’t get access and get my account unsuspended. This was August 31th. It’s now September 8th. My account is still locked, the ticket still open and unresponded to. I understand they’re busy, but I’d like at least some sort of acknowledgement. ---
**Author:** ![Simplicio](https://avatars.discourse-cdn.com/v4/letter/s/c37758/32.png) [@Simplicio](https://boards.straightdope.com/u/Simplicio)\ **Post date:** [September 9, 2014, 4:45am UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/2 "2014-09-09T04:45:52Z")
I’m kinda confused, why would you suspend your account? Shouldn’t the password change prevent anyone who previously gained access from getting in again? And in any case, it doesn’t sound like they actually gained access. But in anycase, yea, Steam should stay on top of their open support tickets, especially in cases where someone is locked out of their account. ---
**Author:** ![Captain\_Amazing](https://avatars.discourse-cdn.com/v4/letter/c/6de8d8/32.png) [@Captain\_Amazing](https://boards.straightdope.com/u/Captain_Amazing)\ **Post date:** [September 9, 2014, 10:55am UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/3 "2014-09-09T10:55:47Z")
Well, I suspended my account because the e-mail told me to. Specifically, it said: "If you did not attempt this action, please change your password immediately or follow this link to the Steam Support site to lock your account and submit a request for assistance: " and I sort of panicked. ---
**Author:** ![Banquet\_Bear](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/banquet_bear/32/373_2.png) [@Banquet\_Bear](https://boards.straightdope.com/u/Banquet_Bear)\ **Post date:** [September 9, 2014, 11:03am UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/4 "2014-09-09T11:03:36Z")
> [@Captain\_Amazing](#): > > Well, I suspended my account because the e-mail told me to. Specifically, it said: > > "If you did not attempt this action, please change your password immediately or follow this link to the Steam Support site to lock your account and submit a request for assistance: " > > and I sort of panicked. …you did notice it said “or” not “and” right? 🙂 Of course they should have unsuspended your account by now. But they might think that the person who changed the password and the person who suspended the account are two different people. ---
**Author:** ![Ruken](https://avatars.discourse-cdn.com/v4/letter/r/f475e1/32.png) [@Ruken](https://boards.straightdope.com/u/Ruken)\ **Post date:** [September 9, 2014, 11:22am UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/5 "2014-09-09T11:22:53Z")
You did take this action separately via Steam’s website, right? Not by clicking links in the email? ---
**Author:** ![Really\_Not\_All\_That\_Bright](https://avatars.discourse-cdn.com/v4/letter/r/e8c25b/32.png) [@Really\_Not\_All\_That\_Bright](https://boards.straightdope.com/u/Really_Not_All_That_Bright)\ **Post date:** [September 9, 2014, 1:23pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/6 "2014-09-09T13:23:08Z")
> [@Ruken](#): > > You did take this action separately via Steam’s website, right? Not by clicking links in the email? This was my first thought. “Follow this link”? :dubious: ---
**Author:** ![Captain\_Amazing](https://avatars.discourse-cdn.com/v4/letter/c/6de8d8/32.png) [@Captain\_Amazing](https://boards.straightdope.com/u/Captain_Amazing)\ **Post date:** [September 9, 2014, 1:53pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/7 "2014-09-09T13:53:39Z")
No, I went to the Steam customer service site and filled out a ticket. I didn’t click on any links in the email itself. So I don’t think I’m a phishing victim… just somebody who panicked, read “or” as “and”, overreacted, and now want Valve to respond to me. ---
**Author:** ![Ruken](https://avatars.discourse-cdn.com/v4/letter/r/f475e1/32.png) [@Ruken](https://boards.straightdope.com/u/Ruken)\ **Post date:** [September 16, 2014, 10:19am UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/8 "2014-09-16T10:19:28Z")
We all were pretty short on advice. Any resolution yet? ---
**Author:** ![Ethilrist](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/ethilrist/32/4604_2.png) [@Ethilrist](https://boards.straightdope.com/u/Ethilrist)\ **Post date:** [September 16, 2014, 12:45pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/9 "2014-09-16T12:45:24Z")
I have not been wildly impressed with Steam overall, perhaps colored by my early experience with them in which, after purchasing three separate titles, I had to contact the support desk and open a problem ticket with them before they would grant me permission to install the software I had just bought. If you haven’t already (or recently (like, the last couple days)), poke them with a stick and see if that helps. ---
**Author:** ![Captain\_Amazing](https://avatars.discourse-cdn.com/v4/letter/c/6de8d8/32.png) [@Captain\_Amazing](https://boards.straightdope.com/u/Captain_Amazing)\ **Post date:** [September 16, 2014, 1:49pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/10 "2014-09-16T13:49:27Z")
It did get resolved after I updated the ticket. They had me run a virus scan and changed my passwords, warned ne that if my account got hacked again, they would cancel it, and deactivated it. ---
**Author:** ![andros](https://avatars.discourse-cdn.com/v4/letter/a/e480ec/32.png) [@andros](https://boards.straightdope.com/u/andros)\ **Post date:** [September 16, 2014, 1:57pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/11 "2014-09-16T13:57:52Z")
The system works!! ---
**Author:** ![Ethilrist](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/ethilrist/32/4604_2.png) [@Ethilrist](https://boards.straightdope.com/u/Ethilrist)\ **Post date:** [September 16, 2014, 2:22pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/12 "2014-09-16T14:22:47Z")
So, nothing happened, you did nothing wrong, you did exactly what they said you should do, and they said if this happens again, they’re cancelling your account. Yeah, that’s some prime service right there. ---
**Author:** ![VinylTurnip](https://avatars.discourse-cdn.com/v4/letter/v/b2d939/32.png) [@VinylTurnip](https://boards.straightdope.com/u/VinylTurnip)\ **Post date:** [September 16, 2014, 2:31pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/13 "2014-09-16T14:31:11Z")
I hope they meant cancel and open a new account… right? Otherwise, WTF? ---
**Author:** ![Kinthalis](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/kinthalis/32/16084_2.png) [@Kinthalis](https://boards.straightdope.com/u/Kinthalis)\ **Post date:** [September 16, 2014, 8:54pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/14 "2014-09-16T20:54:26Z")
> [@Ethilrist](#): > > So, nothing happened, you did nothing wrong, you did exactly what they said you should do, and they said if this happens again, they’re cancelling your account. > > Yeah, that’s some prime service right there. Yeah, WTF? Can I post this over on GAF? That should NOT fly. That is some serious bullshit and they need to be called on it. ---
**Author:** ![wguy123](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/wguy123/32/3161_2.png) [@wguy123](https://boards.straightdope.com/u/wguy123)\ **Post date:** [September 16, 2014, 10:20pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/15 "2014-09-16T22:20:19Z")
> [@VinylTurnip](#): > > I hope they meant cancel and open a new account… right? Otherwise, WTF? And transfer all your content, progress, achievements, etc. Either way, it makes no sense. What would a new account prevent that the old one is susceptible too once the password is changed? ---
**Author:** ![Captain\_Amazing](https://avatars.discourse-cdn.com/v4/letter/c/6de8d8/32.png) [@Captain\_Amazing](https://boards.straightdope.com/u/Captain_Amazing)\ **Post date:** [September 16, 2014, 10:49pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/16 "2014-09-16T22:49:40Z")
This is the actual message: > [@](#): > > Hello [Captain Amazing], > > Thank you for contacting Steam Support. > > We apologize for the delay. > > The account appears to have been repeatedly hijacked. > > You must do the following to ensure that the account is secure before it will be enabled again: > > 1. Scan your computer for viruses, key loggers, spyware, and other malicious code with a virus scan utility that has the most recent virus definitions. > > 2. Change your [SteamPowered.com](http://SteamPowered.com) Support Account password and the password for the e-mail account you are using to contact Support. If you no longer have access to the email that is associated with your account, please reply with your new email address. > > 3. In the future, ensure that you do not log in to your Steam account on a public computer, such as a net café or LAN center. Only use your Steam account on a computer that you have regularly secured with the method that was provided in step 1. > > 4. Before entering your Steam account information into _any_ website, ensure that the website’s address begins with “[https://steamcommunity.com/](https://steamcommunity.com/)…” or “[https://store.steampowered.com/](https://store.steampowered.com/)…” Any website that does not match this pattern is a phishing website designed to steal your account information. Many phishing websites claim to be Steam forum posts or offer free Steam games or in-game items. They are often linked via chat or comments from an unknown user or a friend’s account that has already been hijacked. > > The account will be disabled until you have completed the list above (in the order provided). > > Please notify us when you have completed the checklist. We will enable the account and reset your password once more. > > Note: If the Steam account is hijacked again, we reserve the right to disable it permanently. The security of your computer and the Steam account information is your responsibility. I will point out that while it says that my account was “repeatedly hijacked”, to the best of my knowledge, this was the only time it happened (and, like I had pointed out, it wasn’t actually hijacked. Somebody had requested a password change from a foreign computer and it triggered steamguard.) I’m not entirely sure what GAF is, so I don’t know…I mean, I don’t want to piss off Steam to the extent that they actually do cancel my account. ---
**Author:** ![wguy123](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/wguy123/32/3161_2.png) [@wguy123](https://boards.straightdope.com/u/wguy123)\ **Post date:** [September 16, 2014, 11:38pm UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/17 "2014-09-16T23:38:35Z")
Wow. Does this mean you would lose access to all your paid content? I’ve never read their EULA (who has?)…this must be in there. ---
**Author:** ![Captain\_Amazing](https://avatars.discourse-cdn.com/v4/letter/c/6de8d8/32.png) [@Captain\_Amazing](https://boards.straightdope.com/u/Captain_Amazing)\ **Post date:** [September 17, 2014, 12:36am UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/18 "2014-09-17T00:36:02Z")
Reading the EULA, it looks like it. ---
**Author:** ![Palooka](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/palooka/32/2902_2.png) [@Palooka](https://boards.straightdope.com/u/Palooka)\ **Post date:** [September 17, 2014, 4:47am UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/19 "2014-09-17T04:47:23Z")
> [@wguy123](#): > > Wow. Does this mean you would lose access to all your paid content? I’ve never read their EULA (who has?)…this must be in there. If the account is hijacked, he loses access to his paid content regardless of what Valve’s support team does. Closing the account just discourages the re-sale and theft of further accounts. ---
**Author:** ![VinylTurnip](https://avatars.discourse-cdn.com/v4/letter/v/b2d939/32.png) [@VinylTurnip](https://boards.straightdope.com/u/VinylTurnip)\ **Post date:** [September 17, 2014, 5:05am UTC](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918/20 "2014-09-17T05:05:04Z")
> [@Palooka](#): > > If the account is hijacked, he loses access to his paid content regardless of what Valve’s support team does. Closing the account just discourages the re-sale and theft of further accounts. His paid content is not a commodity that can be stolen (and become unavailable), unless Steam artificially deems it so. They’re the ones who throw the shutoff… uh, valve, on accessing it. I sense that they’re trying to limit “thefts” that are actually attempts by users to share or sell their own content, but it’s a pretty shitty way to treat their customers who truly are victims of fraud or hacking. [Next page](https://boards.straightdope.com/t/this-is-a-pitting-of-steam-customer-service/697918.md?page=2)