The content of this page is moderated by both Steam Support and the Steam user community - any links to outside sites should be treated with caution.
Steam Support will not request your Steam account password for any reason, nor will you ever be asked to enter your Steam account password into a website form.
How Do I Contact Valve for Support?
Valve provides support through our online support system. Please follow the directions below to contact Valve for assistance:
Create a New Support Request
Support requests (or "Questions") are your primary method to communicate directly with a Steam Support representative. Support requests are also known as incidents and support tickets.
- If you have not yet created a unique Steam Support account for the Steam Support system, you can do so by clicking the Contact Support button located at the bottom of any Steam Support page. Your Steam Support account is a separate account from your Steam account and it does not exist by default. Please do not attempt to enter your Steam account information for the Steam Support system, as it will not work. Please create a new Steam Support account by filling out the applicable fields. If you have previously registered for the Steam Forums, you may use your Forum login information for the Steam Support system.
- Please write down your Username and password for your Steam Support account as you will be required to use this information to submit any future support requests.
- You will be sent a confirmation e-mail for your Support account. Please confirm your account by clicking the activation link in the e-mail.
- Once your account has been approved, you can begin the question submission process. Please click the Ask a Question button which appears at the bottom of any Steam Support page. Be sure to read the instructions below for submitting an Account, Billing or Technical issues to ensure you receive assistance as quickly as possible. Neglecting to do so may result in an unnecessary delay in processing your support request.
- Please fill out the applicable fields and then when you are done click the "Submit Question" button.
Important Note
You must click the Finish Submitting Question button after being presented with a list of possible solutions if you wish to contact Steam Support. Once your question has been entered in to the system, you will receive a twelve digit incident number. If you do not receive the twelve digit incident number, your question was not successfully entered in to the support system. This incident number will also be e-mailed to you upon entering your incident properly.
Steam Account and Billing Issues
Examples of Steam account issues are hijacked accounts and lost passwords. Examples of billing issues are credit card questions and Valve store orders.
Please provide the following information with your incident report to ensure the fastest possible resolution:
- Steam Account Name - If you do not have the account name, please provide as many of the following items as possible
- E-mail Address - The contact e-mail address which should appear on the Steam account
- Proof of Purchase - The following items are acceptable as proof of purchase:
- For Retail Purchases:
A scan or digital photo of the CD-key which came with your retail game. Please write your Steam account username on the quick reference card or CD Key sticker. If you are requesting a
CD Key Reset, you must include a scan or digital photo of your purchase receipt dated in the last ninety days.
- For Credit Card Purchases:
The last four digits of credit card number used, cardholder name, the credit card type (Visa, Mastercard, American Express, etc) and the card's expiration date.
- For PayPal Purchases:
The Invoice ID from your purchase receipt and PayPal PayerID.
- Description of the Issue - Please provide a concise description of the issue. (examples: "My account was hijacked on July 2nd", "My credit card was declined", "I need to reset my password")
- Please select the appropriate Product and Category when submitting your incident. All account related issues are considered Steam issues, regardless of the game purchased. If not categorized correctly, it may cause a delay in receiving a response from Steam Support.
CD Key Scan Examples
Two examples are pictured below of a typical CD-Key picture. Please write your account name or support incident number in permanent ink on the reference card. (If you do not have your account name, you must first create your support ticket, copy the twelve digit incident number then submit an update to the ticket with your digital photo of the CD-key.)
Please do not enter the incident number or the account name digitally with photo editing software such as Photoshop. Steam Support will disregard your image and request that it be sent in the proper format. To avoid delays, we recommend following the examples pictured above.
Important Note
Please submit all digital photos or scans in JPEG (.jpg), PDF, GIF or PNG format. Sending larger files such as BMP, TIF, or Photoshop (.psd) may result in a delay in processing your request. Steam Support does not accept Microsoft Word, Excel or PowerPoint files due to security reasons. Microsoft Paint is an image editing program that is included with Windows and can be used to convert image files from one format to another - free of charge.
Technical Issues
Please provide the following information with your incident report to ensure the fastest possible resolution:
- Steam Account Name
- Detailed Description of the Issue
- Please list any recent changes you have made to your system or game settings and describe whether the issue is related to Steam, a specific game, or several games
- If you are encountering a specific error message, please include the entire error message in your report. Not including the error message may result in a delay in processing your support request.
- Please select the appropriate Product and Category when submitting your case. If you experience the issue before attempting to access a game, the appropriate product would be Steam. If the incident is not categorized accurately, it may result in a significant delay in processing your support request.
Please note: Steam Support does not provide support for third-party modifications. We recommend that you visit the SteamPowered Forums for assistance.
Related Articles
MSINFO32 Reports
|
