r/Steam • u/AutoModerator • 13d ago
Support Megathread /r/Steam Monthly Community Support Thread.
Welcome to the /r/Steam Community Support Thread!
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Some questions will not be answered or replied to. As an example: "my game crashes" or "my download speed is slow" is not something you should even really expect an answer to. Troubleshooting and finding the solution to these issues requires a lot more information than simply stating "game doesn't launch", such as detailed information on when the issue started and how you perceive it, screenshots of any errors or the problem itself, crash logs, system specs, etc.
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Additional Information & Resources
- Search for previous Support Threads.
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- This is our guide on what to do if your account has been hijacked.
- If you have proof of a scammer you should report their Steam profile. Do not post about it here.
- This Steam Support article details what counts as proof of ownership.
- Information on fraudulent key distributors and safe sites to buy Steam game CD keys from.
- Educate yourself on scams
- /r/SteamDeck - /r/SteamOS - /r/Steam_Link - /r/SteamController
1
u/de4dp0le 2d ago
Hi, I'm going to try and add as much context possible for this case with dates and times.
I own 3 accounts, one created by me in 2021, and 2 more rewarded by some friends.
I own all 3 accounts unique original emails with original passwords.
Yesterday 11th Oct. 2026, I was playing a game of CS2 Premier in a 5-stack along side my friends. We were playing Nuke, and after the 5th or 6th round, I got kicked out of CS. Initially I thought that I might have pressed by accident the Windows Key, but I soon got to realise that I got fully kicked out of the game. Then I got the Steam app open, and a big button saying "You have an account alert". When I clicked I got this page:
I have then contacted Steam support and been connected to an Agent called William. He has asked me to provide proof of ownerships, so I have gave him my last 4 digits of the card i used, billing address, steam giftcard dates and any other information that can be useful and impossible to know unless I was the owner (which I am). Then he told me:
"We will review all relevant information and aim to resolve the account access issue within 7-8 business days. Please wait while your case is being reviewed and avoid submitting duplicate support requests. Thank you for your patience and understanding."
Cool, no problem. I can wait I guess. The only weird part is that have been asked to join as Child in a Family View along side an account called Steam Recovery Process or Procedure, something like that, but I suppose that's the way Steam works.
Today 12th Oct. 2026, I tried to connect on one of the second accounts, and I got the exact same message as soon as I logged in. Same with the 3rd account. Now all my accounts apparently have been "Accessed by someone else", and I'm in the process of waiting to prove ownership to all of them.
Points to note:
- I have never shared my details to other people and no one else has access to my steam accounts. (none of my friends even use those Steam accounts no more, and it wouldn't be physically possible for them to try and connect).
- I have not installed any VPNs on my computer.
- I don't play with cheats on any games regardless of the platform (Steam / EG / Ubisoft, etc.).
- I have not downloaded any malware or software that could contain malware, or clicked on any links that could potentially lead to this.
Weird note:
I have noticed a trend to all my accounts. When I log out and log back in using the Steam credentials and verifying with either Steam Guard or email code, it states that I have logged in from "Frankfurt am Main, Hessen, DE", however before it showed up as; "London, UK". My only explanation is that my ISP is YouFibre UK, and a few days ago, my family has turned off the internet for nearly 24 hours. Could it be that my IP changed and Steam is detecting a difference in the IPs therefore locking the accounts as a security prevention and a false-positive?
I'm looking for suggestions, and especially advices from people. Has something like this ever happened to you? If yes, let me know what happened and what steps I need to take. In the mean time, all I can do is to wait for Steam Support to do their job.