Steam Support
Home > My Recent Help Requests > HT-H8MF-TBMJ-HY6G
Account: shnull
Email: accounts@alleycat.be
Ticket: HT-H8MF-TBMJ-HY6G
Your help request: I'm having trouble with items
Related to: Dota 2

Dota 2
Account: shnull
View in Store
View in my Library
Jul 17, 2012 -  Purchased as part of: Dota 2 - Hardware Survey - view receipt

Message from you on Aug 18 @ 7:14pm | 19 hours ago
https://steamcommunity.com/profiles/76561198007675562/friends/pending

i hope this still reaches. I got contacted by this guy to ask if i wanted to vote for his dota team

I seem to have been outsmarted for the first time in a while. The site looked skeey so i used authenticator and sms . My client rebooted but i only now just see my wallet balance looked suspiciously low. Somehow they got in by transferring the authenticator to somewhere in seattle USA (is what the mail said when i saw it) no idea it was that easy :)

In the time between me putting it back they bought an item for €xxx on the market and thats where my wallet balance went. I see its on cooldown until the 25th so i'm more or less hoping you can undo the trade and get my money back its mostly there for buying games, not for giving to american crackheads.

The name was cyborgmatt but it seems to be gone from the list. All in all its quite a devious hack, including me confirming by sms after using the authenticator they still hijacked the account and sent my money elsewhere.

Im sure you have access to my history overthere, if there's anything else you need to know please let me know. It wont kill me and its a hard lesson but €xxxs isnt quite spare change either.

Thanks in advance,
J

Message from you on Aug 18 @ 7:20pm | 19 hours ago
the item in question

NAME
+xxx,xx€
18 Aug18 Aug
Lycosidae's Spiderling
Dota 2

btw

lol "im having trouble with items" is a bit of an understatement here but to be clear this is someone who made a fresh request not anyone i previously dealt with although i cant be sure they dont have two accounts at any rate you might wanna put a warning out. This is the first time in as long as i can remember something like that actually got through

Ill be awaiting your response then

thx again

Message from you on Aug 18 @ 7:26pm | 19 hours ago
as all good things come in three, i probably wont check back until tomorrow as i contemplate just how -f king stupid i have been to assume theres a security system that works and there was no harm in going along b/c nothing could happen . I would just like to ask one extra question since it maybe already is possible.

I used the authenticator and i entered the sms code but somehow they worked around and sent my money off before i noticed. I was wondering if there's a setting i can mark to only allow payment outward after i enter ANOTHER sms code ? if the pukker can get to my simcard and read my sms in the same time i probably give up on humanity forever heh

triple thanks in advance then, i ll check back tomorrow

Message from Steam Support on Aug 19 @ 2:56am | 12 hours ago
If activity occurred on your account you do not recognize, it may mean your account or computer has been compromised.

Someone may have gained access to your Steam account through spoofing, phishing, or malware.

As an immediate first step, you should take some action to secure your Steam account from further access. Our article on account security recommendations is a good start toward securing your Steam account.

If you suspect your computer is infected with malware, we have some tips for removing malware from your computer here. It may be a good idea to contact a local computer security expert if you're having trouble removing this malware.

Additionally, all Community Market transactions are final and cannot be reversed or refunded. When an item is purchased from the Community Market, the cost is sent from the buyer's Steam wallet to the seller's. Reversing these purchases would mean we have to take funds out of the seller's wallet, creating confusion and possible purchasing issues across Steam.

I'm sorry we can't be of more help with this, but we don't reverse or refund Community Market purchases and sales.

Steam Support
xxxNAMExxx

Message from you on Aug 19 @ 1:42pm | 1 hour and 14 minutes ago
so are you saying someone stole €xxx from my account , and "the item is on cooldown" but you cant give me the money back but you're still holding it ?

this is €xxx okay i would seriously like you to consider because that means i probably wont buy anything from steam again. You have logs, you can see what happened, if i slowly gather enough money to buy civ VII and a few indies or elderscrolls VI and then after 10 years suddenly decide im buying an item worth €xxx from a game i play once every two years you have all reasonable doubt that wasnt me.

Why would i do that once after 11 or 12 years and then wait two hours to file a ticket to get it back.

this is clearly an exceptional case where someone BYPASSED your two-factor authentication AND sms confirmation and emptied someones account.

I would urge you to take responsibility and refund me the money they stole or i certainly cant morally justify buying anything from steam again.

if need be take it higher up i cant stand for this

thanks in advance

j

Update my help request
Has this issue been resolved?
Click here if you no longer need help