I was playing tonight when the game stopped responding and I was shocked to see in my mailbox messages about a password change for my steam account. Since I was expecting some hack, I changed my mail address and password and locked that steam account. Now this account is lost (I don’t have the password anymore and instead of asking for the unlock key, steam asks stupidly for that password) and I have to create another clean account. The question is… are my characters lost if I use another Steam account?
And the answer is yes…
Apparently, all credentials are linked to the Steam account, so with a new account I can play the game fine, but I have to create a brand new team.
Yes, your characters are tied to your steam account.
So at this point, I have no idea if I’ll continue playing. I completely love this game, but I don’t feel like trashing one year passed at developing characters I like playing and restarting from scratch. I’ve send a ticket to the Steam support, I hope I’ll get a response and that I’ll be able to retrieve the old account.
I’m not entirely sure what you did, but if you work with Valve’s support you should be able to get access back to your Steam account.
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I’ll assume you still have access to the previous e-mail and the new e-mail you changed to. I’m also assuming you typed in a random password in a rush to recover the account later with time.
Try this:
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Go to this url:
https://help.steampowered.com/en/wizard/HelpWithLoginInfo?issueid=406 -
Type your account name, e-mail address or phone number registered.
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If you find this screen try to send a code to your e-mail and check in both e-mails for the code, the previously used and the new one:
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If you see this screen, click “I forgot my password”:
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Fill this form with VALID AND CORRECT information and send:
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Wait and let it be for a few days.
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IMPORTANT: VERIFY YOUR E-MAIL FOR STEAM AND SETUP STEAMGUARD AND, IF POSSIBLE, TWO-FACTOR AUTHENTICATION FOR YOUR ACCOUNT.
If you can’t recover at all, you can try making a ticket or PMing staffs with valid information explaining everything that happened and attach proofs such as old screenshots, when/if you bought TP, information about your characters, private information such as items you have on storage or on X or Y character.
I think that in a last case scenario where you also provide the proof that Steam is unable to help your case but also offer enough proof that the account is yours, they might replace the old account authentication for the new steam.
This is highly unlikely though since previous requests were ignored/rejected.
The previous e-mail was clearly hacked, so I disabled it completely and recreated a new email address with a new password. In a rush, I pressed “disable account” on Steam and got some instructions to check for viruses or malwares and secure my email again, which I did, and got a key to unlock the account afterwards. I tried to click on the link to re-enable the account, but instead of asking for that unlock key, Steam asks for the old account password, which has been hacked and have no idea what it is. So yes, I pressed “Find account”, then “I cannot access that email” since I disabled it and got the form you mention as 5. I filled the form with the current and the old email and got a response that my help request will be processed as soon as possible… which I suppose won’t be until Monday.
Or even even up to next week ;-;
Unfortunately, that’s it. Strong password and Two-Factor Authentication on your important accounts. Stuff happens.
If you have problems with password you can try software for password management and keep the master key safe and always lock the databases when you’re done.
Also remember to NEVER use the same e-mail + password combination as it is on your e-mail login on any website or anything or anywhere, ever.
(Some websites will, really, use your e-mail+password login you used to try to hack your e-mail.)
Worst case scenario after Steam answers, try PMing Letitia or Yuri and explain this situation and link to this topic and hope they’re allowed to help you >_<
EDIT:
Also check this:
https://support.steampowered.com/kb_article.php?ref=6416-FHVM-3982
If anything, you can also try what’s on this page.
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Well… that was quick. Ticket sent Friday, response on Saturday! The Steam support simply updated the email address, unlocked the account, sent a new password request and added a Steamguard code for double security. My account is back and my ToS characters too! I just hope now I won’t get hacked again…
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If you’re still afraid consider adding Two-Factor authentication on Steam Guard. It works by installing Steam app on your phone and using the phone to get the generated code.
As long you don’t actually lose the phone it’s super secure.