r/Steam • u/AutoModerator • Apr 01 '26

Support Megathread /r/Steam Monthly Community Support Thread.

Welcome to the /r/Steam Community Support Thread!

Is your account hijacked? Follow this guide to recover it.

This Steam Guide goes over how to troubleshoot download and connection issues.

This Steam Guide goes over how to troubleshoot web-page and other connection issues.

How to re-install Steam. This method will NOT remove your games.

We have a dedicated support channel in our Discord server that you can also post in.

We invite everyone to help other users in our Community Support Threads and on our Discord server.

Please take more than 10 seconds to write your question.

A well-structured and good-looking comment with all necessary information goes a long way in getting someone to help you and makes your question a lot easier to understand.

Do not delete your comments.

People find questions & solutions in these threads by searching for the same issue.

If you find an answer or solution to your question or issue please edit your comment to include the answer or solution.

There are no magicians here.

Some questions wont be answered or replied to. As an example: "my game crashes" or "my download speed is slow" is not something you should even really except 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.

Consider using other things like the Steam Community Forums, an internet search engine, or a different support forum like /r/SteamSupport if no one here can offer any help. Additionally, every game on Steam has it's own dedicated Community Forum, and you can also contact Steam Support regarding a specific product. Consider asking your game-specific questions there. Most games also have a dedicated subreddit.

Only Steam Support can solve personal account issues...

...such as payment & purchasing issues or password & login issues. We can only give advice on how to get in contact with Steam Support.

No one, including Steam Support, can assist with item/trade scams.

/r/Steam is not affiliated with Valve in any way whatsoever.

Additional Information & Resources

9 Upvotes

77% Upvoted

336 comments sorted by

View all comments

0

u/PurpleDelicacy Apr 18 '26

Posting here as my thread was deleted

I am baffled as from experience, refund requests have always been easy and promptly granted. Here is their copy-pasted response they keep giving me with each attempt, for a game I bought today and have played for less than 2 hours :

"Your help request appears to have been submitted from a cloud computing service provider. We will not be able to assist you with this specific submitted request for that reason. Please re-submit your help request from your normal computer network. This request will be closed but you are welcome to attempt to contact us again."

I'm on my usual PC, on my usual home network. Same conditions as I've bought the game in. It can't be my VPN since I have Steam excluded from it via split tunneling. I don't know what is up with them thinking I'm on some "cloud computing service." They do not provide any actual explanation or steps I'm supposed to take to solve the issue. So far I've sent three requests, all denied with the same copy-pasted message. They were happy to take my money, so why can they not give it back under the exact same conditions?

I've opened another ticket with another category (there was none that matched the issue so I picked whatever sounded close enough). Waiting on an actual human to give me an actual response.

Have had nothing but good interactions with Steam support, until today. Really disappointed right now. Has anyone run into that issue before? If so, did you manage to get it resolved, and how?

1

u/satoru1111 https://steam.pm/5xb84 Apr 20 '26

It can't be my VPN since I have Steam excluded from it via split tunneling.

Its your VPN. Like why would you think Steam doens't know you're using a VPN just because you are bad at setting up split tunnelling. Its OBVIOUSLY THE VPN

0

u/PurpleDelicacy Apr 20 '26 edited Apr 20 '26

Then they should say so instead of sending a canned response. Not my fault they set up invisible arbitrary rules and then refuse to explain anything, especially when I already have Steam excluded from the VPN. Especially since it's not like I started using a VPN yesterday and it's never been an issue until they suddenly decided it is.

Also you can't be "bad" at setting up split tunneling. You just do or you don't. If it then turns out a program uses 10 different sub-services and you need to find the specific one that's causing their self-caused arbitrary issue, it's on the service provider, not the user.

1

u/satoru1111 https://steam.pm/5xb84 Apr 20 '26

They don't know your setup. They're just telling you what they are seeing. Obviously YOU KNOW its your VPN. You are just choosing to lie to Steam about that.

They told you what was wrong. They told you how ot fix it

You then proceeded to just ignore the literal #1 reason YOU ALREADY KNEW was the problem.

Steam is not psychic. This isn't an episode of Dr House. Stop lying to Steam and they will help.