Steam Account Hijacked - Valve Response Time? UPDATED!

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Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Wed Dec 03, 2008 4:47 pm

So Monday I get an email that my Steam Account email and password were changed. Ummm, I haven't changed them at all. Yep, account hijacked. Anyway I submitted an incident within the hour it happened and have not heard anything back yet. I hear that most people get 24 hour turnaround time but it's been over 48 hours and nothing.

Anyone have a similar experience? How long do they take to get back to you? Thanks!


EDIT 12/13/08: Just to follow up, it must have been a glitch because they told me they never received the request the first time. After I resubmitted it was fixed it within 48 hours. :) I still have no idea now it was taken.
Last edited by PerfectCr on Sat Dec 13, 2008 7:55 am, edited 2 times in total.
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Wed Dec 03, 2008 4:55 pm

I had a response after about 2 days for my account issue. I didn't really find them very helpful.
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Wed Dec 03, 2008 5:10 pm

I had a similar experience with valve support, when hl2 was first released.
Back when I was using win2k, valve updated their steam drm which royally f-ed up 2k support.
The game would only load specific levels, freeze loading other ones, and had occasional stuttering in some levels when it did work.

I posted numerous support requests, and don't think it was ever fixed.
It may or may not work now, but if it does, what's the point? I'm no longer using 2k.
I initially dual booted with xp-64 and later on completely switched, but it worked perfectly fine vs not at all on 2k, so that throws out theories that it wasn't their fault.

No, once they got your money, valve doesn't give a rat's ass what happens to it's customers.
For this and other reasons, I will never buy a game on steam when it is available retail.
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Wed Dec 03, 2008 5:31 pm

One of my mates had his account hijacked. He got it back in 4 days. Just keep your fingers crossed.
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Fri Dec 05, 2008 4:19 pm

I submitted my report with the bit of credit card information the help index says you need to provide in order to verify that you are the owner of the account. 2 days later they responded by changing my password and providing me with it. Easy.
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Fri Dec 05, 2008 4:35 pm

5 days and no response, resubmitting my support request.
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Fri Dec 05, 2008 4:43 pm

I had my account hijacked but I provided pictures of my cd keys etc to them and got it back within a couple of days. Did you give them any proof that the account was yours PerfectCr? I
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Fri Dec 05, 2008 4:59 pm

Hdfisise wrote:I had my account hijacked but I provided pictures of my cd keys etc to them and got it back within a couple of days. Did you give them any proof that the account was yours PerfectCr? I

Plenty. Resubmitted, you never know could've been a glitch or something and it didn't go through.
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Fri Dec 05, 2008 5:04 pm

Yeah or valve support could be extraodinarily busy with the cluster**** that GTA 4 is meant to be on the PC :P
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Fri Dec 05, 2008 5:53 pm

The real question is, how does an account get hijacked? Are you lending out your username to others? Are you browsing sites which install malware?
Think about it, the chances of somebody guessing your username AND password correctly within 5 tries (or however many the lockout is) is slim to none.

Everyone talks about account hijacking as if it's a weekly occurrence and that it's completely normal. "Yea Bob, I had my weekly account hijack today". I'm not saying this is specifically you PerfectCr but I see it on other forums too and everyone acts as if it's a normal thing that happens to everybody. In my opinion this only happens to people that don't practise proper security which is more a common sense thing than you would think.

In summary:
- Don't lend out your usernames
- Don't browse sites which install malware - you know which ones I'm talking about
- Think before you click
- Use common sense!
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Fri Dec 05, 2008 8:18 pm

This is first time anything like this has ever happened to me, and I NEVER share my P/W with ANYONE. There is one small possibility I can think of. When I installed Vista under Boot Camp on my MBP I caught a trojan from a usenet file. I cleaned it with every tool under the sun and assumed I was 100% clear based on the reports from Avast, Spy Bot S&D, AdAware, and Super Spyware Remover. Maybe I wasn't?

In any case, once Steam resets my P/W I am going to nuke that Boot Camp install immediately and reinstall it. I am not even going to recreate my P/W under that install just to be safe.
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Fri Dec 05, 2008 8:20 pm

l33t-g4m3r wrote:I initially dual booted with xp-64 and later on completely switched, but it worked perfectly fine vs not at all on 2k, so that throws out theories that it wasn't their fault.
That's a pretty ridiculous/outlandish claim.
...
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Fri Dec 05, 2008 8:28 pm

mattsteg wrote:That's a pretty ridiculous/outlandish claim.

He invented the question mark?
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Re: Steam Account Hijacked - Valve Response Time?

Postposted on Sat Dec 13, 2008 7:54 am

Just to follow up, it must have been a glitch because they told me they never received the request the first time. Now they got my request and fixed it within 48 hours. :) I still have no idea now it was taken.
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Re: Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Sat Dec 13, 2008 9:35 am

I'm going on day 7 of not even a 'go away' response to my steam issue. Apparently if you go over the install limit (was chasing bad ram and formatted 3 times) on STALKER Clear Sky you need to contact the developer of the DRM, not the publisher or developer of the game, and not steam. Well, no one knew this when the game came out, and STEAM support, after 6 days, said talk to the publisher. I emailed the publisher and the developer (GSC Game World) who after 3 weeks did not reply to me. I had a $40 game I could not play, and had no choice but to file a dispute with my check card. They did that. A month and a half later, STEAM disables my account. I posted questions explaining the situation. A week later no response at all. Very frustrating that I'm locked out of hundreds of dollars in games I have.
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Re: Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Sat Dec 13, 2008 10:29 am

There is one small possibility I can think of. When I installed Vista under Boot Camp on my MBP I caught a trojan from a usenet file.


It's amazing how many trojans\hacks are out there just to capture World of Warcraft passwords. Several people on this forum have been hacked.

I run my games on a computer that I don't surf on, but paranoia is still there so I keep an eye on things and even changed my passwords just for fun.
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Re: Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Tue Dec 16, 2008 11:18 am

Corrado wrote:I'm going on day 7 of not even a 'go away' response to my steam issue. Apparently if you go over the install limit (was chasing bad ram and formatted 3 times) on STALKER Clear Sky you need to contact the developer of the DRM, not the publisher or developer of the game, and not steam. Well, no one knew this when the game came out, and STEAM support, after 6 days, said talk to the publisher. I emailed the publisher and the developer (GSC Game World) who after 3 weeks did not reply to me. I had a $40 game I could not play, and had no choice but to file a dispute with my check card. They did that. A month and a half later, STEAM disables my account. I posted questions explaining the situation. A week later no response at all. Very frustrating that I'm locked out of hundreds of dollars in games I have.


Small claims court? Maybe?
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Re: Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Mon Jan 05, 2009 9:43 pm

My account was hijacked yesterday at 7ish AM when I was online. I started getting logged out rapid-fire and didn't think fast enough to have the password reset immediately. I never give my passwords out to anyone, and don't see how I could get any malicious software. My computer is fully updated and has anti-virus software, but it still happened. A virus scan showed a trojan in a 100meg rar file (that I rar'd myself) that contained a bunch of old photos and stories and college papers, all of which I've had for years. I have no idea how it got there or how it was embedded.

The only suspicious thing I can recall is that I had a random friend request (but not a group request) from someone named Murder Clause... but looking at it I just don't know how that would result in me getting a trojan specifically targetting steam.

I had a similarly invisible trojan pop in when I played WoW during some giant exploit that hit 2000 customers, but the response time on that was less than 2 hours (probably because like this incident, I caught it very early in the morning while it was going on and was probably one of the first tickets to respond, and was able to be very clear about everything). It still took 2 days for a specialist to restore my account, but I was happy enough with their service.

What's annoying to me is that Steam hasn't given me any response yet, and the interface doesn't seem intuitive. They make you (if I have this right) leave a 'question' on their messageboards/thing and after some time they will send a response by email.
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Re: Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Mon Jan 05, 2009 11:16 pm

I had other issue.
Had to follow up again and again then scripted response came up.

Now I'm happy with retail purchases and hardly play games from Steam.
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Re: Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Mon Jan 05, 2009 11:25 pm

Steam adds a level of complexity to something that should be an enjoyable leisure activity. It's been a pain for me a few times, and I shy away from it if possible now (which means I pretty much have HL2 and that's it).
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Re: Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Tue Jan 06, 2009 3:23 pm

Whenever you had a 'glitch' what happened exactly? Did no ticket exist at all, or did the ticket simply not get responded to?
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Re: Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Tue Jan 06, 2009 3:45 pm

I had to contact steam support in my attempt to get unreal tournament 3 refunded so I could buy the unreal deal pack a it wasn;t much more because of the sale. I have o say the rep I got was extremely helpful and did actually perform the refund before the sale ended.

It did take them 2 days to respond though but I suppose they must have sold so much because of this sale and christmas the amount of support tickets has increased crazily.
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Re: Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Tue Jan 06, 2009 3:56 pm

Corrado wrote:I'm going on day 7 of not even a 'go away' response to my steam issue. Apparently if you go over the install limit (was chasing bad ram and formatted 3 times) on STALKER Clear Sky you need to contact the developer of the DRM, not the publisher or developer of the game, and not steam. Well, no one knew this when the game came out, and STEAM support, after 6 days, said talk to the publisher. I emailed the publisher and the developer (GSC Game World) who after 3 weeks did not reply to me. I had a $40 game I could not play, and had no choice but to file a dispute with my check card. They did that. A month and a half later, STEAM disables my account. I posted questions explaining the situation. A week later no response at all. Very frustrating that I'm locked out of hundreds of dollars in games I have.


I'm now on a MONTH since they've locked out my account. No response.
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Re: Steam Account Hijacked - Valve Response Time? UPDATED!

Postposted on Tue Jan 06, 2009 4:07 pm

Have you sent another email? Maybe it got 'lost in the shuffle' so to speak.
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