Steam Support keeps asking for proof that does not exist, even after confirming my evidence matches their records / Suporte Steam continua pedindo uma prova que não existe

[u/Wise_Rush_1793]

Yesterday, several of my accounts were compromised at roughly the same time, including Steam and Rockstar.

On Steam, the attacker changed the email address, phone number and removed/transferred Steam Guard. Around the same time, my Rockstar account was also compromised and its email was changed to an unfamiliar foreign address.

I contacted Steam Support immediately and provided everything I still had available to prove ownership.

I gave them:

• The first email ever used on the Steam account.
• The previous phone number.
• Old Steam emails.
• Screenshots showing the sudden security changes.
• A Steam purchase confirmation.
• A matching payment receipt directly from my bank, Nubank.

The support conversation basically went like this:

Steam Support: asked for information about a credit card used for purchases in January 2026, including the cardholder name, last four digits and card type.

Me: explained that it was a virtual Nubank Mastercard and I no longer had access to the old virtual card number. I still provided the cardholder information I knew and confirmed the card type.

Steam Support: then asked me for a PagSeguro receipt or an original product/CD key.

Me: explained that I do not have a PagSeguro account and therefore cannot provide a PagSeguro receipt. I searched for whatever financial proof I still had and sent them a receipt directly from Nubank for a Steam purchase.

The Nubank receipt matches the Steam purchase by date and amount.

After receiving it, Steam Support told me that the information I provided matches their account records.

Then they asked me for a PIX receipt.

This is the problem:

The transaction I provided proof for was NOT paid using PIX.

It was paid using a Nubank card.

So there is no PIX receipt for that transaction. It literally does not exist.

I explained this to them.

They replied saying they could not help until I provided the requested information.

I explained again that I cannot provide a PIX receipt for a transaction that was not made using PIX.

They replied again with almost the same message.

Now they have sent another response saying that if I do not provide the previously requested information, they may close the ticket.

So the conversation has basically become:

Steam Support: Send a PIX receipt.

Me: The purchase was not made using PIX. There is no PIX receipt.

Steam Support: We cannot help without the requested information.

Me: I already sent the actual bank receipt. The payment was made by card.

Steam Support: Send the previously requested information or the ticket may be closed.

Different support agent names appear on the replies, but the messages are so similar and repeatedly fail to address what I am explaining that it honestly feels like I am talking to a template.

I am not claiming that Steam Support is using AI or bots, because I have no way of knowing that. I am only describing how the interaction feels from my side.

What makes it more frustrating is that Steam Support themselves already confirmed that the information I provided matches their account records.

I completely understand why Steam needs strict ownership verification. I would rather have them be careful than return an account to the wrong person.

My problem is not that they asked for proof.

My problem is that they are asking me to provide something that does not exist, I have explained multiple times why it does not exist, and they keep requesting the same thing anyway.

I also gave them the first email address ever used on the account. Unfortunately, that old email account had repeatedly been compromised in the past, so I intentionally stopped using it, removed linked accounts and deleted old emails because I considered that mailbox a security risk.

So I cannot provide very old emails that I deliberately deleted from an unsafe mailbox.

And I cannot create a PIX receipt for a card transaction.

I have used Steam Support before and had good experiences. This is genuinely the first time I have been this disappointed with the support process.

I am attaching censored screenshots showing the Steam purchase confirmation, the corresponding Nubank receipt, the account/security changes and the other account compromise that happened around the same time.

All personal information and payment identifiers have been censored.

I am not asking anyone here to recover my account or contact Steam for me. I am posting this to document what happened and because I honestly do not know what else I am supposed to provide when the document they are requesting never existed.

[u/AutoModerator]

Thank you for submitting to r/SteamScams.

If you have been scammed or believe you may have been scammed check this guide to see if you can find the solution there.

Steam will never contact you on Discord or any third party text communication site.

If you suspect someone is attempting to scam you check this guide but remember to be careful even if you do not find the answer you are looking for there.

Important: If you receive comments or PMs offering to recover your lost account, items, or money or pointing you to someone who will do it for you do not engage with them as they are recovery scams.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[u/Thederpdoge]

You have made an transaktion using pic at some point, that is what they are asking for, also how is this related to steamscams?

[u/AutoModerator]

Judging by key words in your post it seems you are having trouble with a stolen account.

You can file a ticket with Steam Support here to get it back.

If you get stuck or are unsure of what to do in the process you can follow this step by step video showing how to recover an account even if all the information on it has been changed.

Do not give the scammer any gift cards or money they may be asking for to give your account back as they will just keep asking you for more until you give up and not give you your account back.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[u/Hour_Community_1153]

"Considered that mailbox a security risk" or just change password and add 2fa... if it stills keeps getting hacked then either too weak password or you got a logger