If Your Steam Account Was Hacked - Recovery Guide

Due to the recent increase in Steam account hacks, this guide describes how you can recover your Steam account through support.

For Those Who Bought a Disc in a Store

You will be able to recover your account using the license key from any game registered on your account.

Step 1: Preparing Key Photo

First of all, you will have to prove that you are the owner of the disc. To do this, take photos of the key. The photo should be clear, with a resolution of at least 1024×768. It should be possible to read the key.

Attention! Do not modify the photo in any way or edit it.

Step 2: Registering New Email

Step 3: Registering on Steam Support Website

Step 4: Confirming Registration

After you have filled in all the necessary registration fields, an email should arrive at the email address you specified during registration asking you to confirm registration. To do this, you need to follow the link specified in the email (if the link does not open, copy it to your browser’s address bar).

Step 5: Creating a Support Ticket

After confirming registration, create a new support ticket and fill in the necessary fields:

Left side:

Your Question — description of your problem, for example: “Hello, i forgot my password and secret question. Please help.”
Add attachment — button under the problem description field: click it and attach the key photo.

Right side:

Language — leave English
Your email address — leave as is
Subject — email subject, in our case write: “Lost password and secret question”
Category — select Account Question, then — Password reset Request
Steam Account Name — account name, if you remember, if not — leave empty
CD Key — game key from the box
Operating System — select your operating system (optional)

Make sure everything is done correctly and click the submit button.

Step 6: Confirming Ticket Receipt

If everything is done correctly, an automatic email should arrive in your mailbox within a few minutes, stating that your support ticket has been accepted.

If this email did not arrive after you submitted your support ticket to Steam, something was done incorrectly.

Step 7: Confirming Disc Ownership

After some time (due to time zone differences, the response arrives at night), an email from support will arrive. If everything was done correctly, the email will ask you to confirm that you are the owner of the licensed disc.

Write with a pen, on a free space on the key sticker, your support ticket number, and send them a new photo.

Attention! The photo needs to be added to your existing ticket on the Steam website. To do this, follow the link specified in the email — you will be taken to the page with your Steam ticket.

If your ticket is closed, click the “reopen” button.

To add a photo, click “Add Attachment”, find the photo on your computer (“Browse”) and upload the photo to the site (“Attach”).

Write any text in the message field, for example the word “Photo” and click the submit button.

Step 8: Receiving Account Data

After this, an email with account data should arrive: login and new password.

For Those Who Bought the Game Online

If you purchased the game using a debit/credit card, please include the following in your email (how to compose the email is described above):

Card type (Visa, MasterCard, Discover, American Express)
Cardholder’s first and last name
Expiration date
Last 4 digits of the credit card number. Do not write your card number in full!

If You Used PayPal

If you purchased the game using PayPal, please provide the following:

PayPal account login
Email address on which the PayPal account was registered
Your PayPal account identifier
Transaction identifiers

Other Payment Methods

If you used any other payment methods, please mention this when contacting Steam support.

Important Warnings

Do not follow “suspicious” links — you may catch a trojan and “gift” your account to freeloaders
Do not buy Steam accounts from “suspicious” people — they can recover accounts using the methods described above, but they won’t return your money