How to contact Steam Support

Applies to: Steam

In some rare cases — especially when a Steam key turns out to be already used — a deeper investigation is needed. The merchant will ask you to contact official Steam Support and obtain the date and time the key was activated.

1. Open this page: https://help.steampowered.com/en/wizard/HelpWithWalletCode

2. Click My Steam Gift Card or Wallet Code is damaged, scroll down, then click Contact Steam Support.

3. Ask Steam Support exactly this, and nothing more:

   "Could you please confirm the exact date and time when this key: (enter your key) was activated on Steam?"

   Do not add any other information. Extra details can make Steam Support treat the request as involving personal account data, which is a common reason they decline it.

4. Take a screenshot of your conversation with Steam Support where the activation date and time are clearly visible, and send it to us.

5. If Steam Support refuses to provide the information, open another ticket and try again with a different agent.