Steam Support :: Unrecognized Charges (2024)

FAQs

Why is Steam not accepting my debit card? ›

If the error message that you see for a failing purchase refers to a "hold," you may have failed an AVS (address verification) or CVV2 (3-digit code on the back of the card) check with your bank. decline a transaction that fails an address or CVV check. Steam will not collect the funds that your bank has put on hold.

Steam does not control these fees. We strongly suggest that you contact us before filing a dispute with your bank or with PayPal as we can return the funds to you without any paperwork or claim forms. We will also ban your payment account from our system so that it cannot be used again.

Test the issue once or twice more, ensuring that you are entering the correct billing information. Avoid spamming failed purchase attempts more than a few times. If you continue to encounter this error, please use the Help site to select your failed purchase and contact Steam Support for further support.

What can I do? If you are attempting your purchase through the Steam website, please try purchasing through the Steam Client, or vice versa. We also recommend disabling or completely removing any IP proxy or VPN software that you may be using, restart your computer, and test your purchase again.

Accepted payment methods on Steam

You can purchase Steam games in one of two ways: An accepted payment method, for example, Mastercard, Visa, American Express, Discover, JCB or PayPal. The Steam Wallet.

If it appears that you are abusing the refund system, we reserve the right to revoke access to this feature. If I refund a game, will my playtime and achievements be removed from my Steam Community Profile? No, playtime and achievements will not be removed from your Steam Community Profile.

Steam accounts cannot be bought or sold. An account is for the personal use of its creator only.

Valve will, upon request via help.steampowered.com, issue a refund for any title that is requested within 14 days of purchase and has been played for less than 2 hours. Even if you fall outside of the refund rules we've described, you can submit a request and we'll take a look at it.

You can use this website to receive help for a variety of issue, and submit a ticket to Steam if you are unable to resolve your issue. Steam does not offer telephone support for their products. However, if you want to try calling Steam, you can call 425-889-9642.

Why is Steam declining my purchase? ›

Steam has a strict policy that fails all transactions with incorrect, false, or fraudulent address information. There is no way for Steam Support to force Steam to accept payment from a transaction that has failed in this way, even if the charge still appears as pending in your bank account.

Since subscriptions are a recurring payment, we need to make sure that your card is legitimate and your bank allows us to charge your card monthly. To do that, we send a $1 charge request to your bank to verify your identity and validate your credit card.

You can have up to 10 times your current wallet balance in buy orders active at any time. This is so you can place low-priced buy orders on a lot of items that you're interested in. If you don't have enough money in your Steam Wallet to fulfill a buy order, that buy order will be automatically cancelled.

So if you're trying to buy a game that's on sale, but you have trouble purchasing, Steam will let you try the purchase again within the next three days. We want you to be able to purchase and enjoy games on Steam.

Refunds on In-game Purchases

Steam will tell you at the time of purchase if the game developer has opted to offer refunds on the in-game item you are buying. Otherwise, in-game purchases in non-Valve games are not refundable through Steam.

Double check the address information that your bank has on file for this card. Ensure that the street address and zip code match your bank's information exactly and test the issue again. If the issue persists, contact your bank to resolve it.

Are virtual online credit cards supported? Self verification does not currently support virtual credit cards. You must wait 3 days to use the Market each time you use a virtual card on Steam.

Buy your Steam Gift Card online with over 60 secure payment methods, including PayPal and Debit Card and instantly top up your Steam Wallet. Your codes arrive immediately in your email inbox and on-screen directly after checkout.