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Credit / Debit Card

  • Insufficient Funds

    Please check the account associated with your card to ensure there are funds available for your purchase. If you find that there are sufficient funds, your card may have been declined for one of the reasons listed below.

    Some banks use "Insufficient Funds" as a generic error message to merchants for cardholder protection. If you do have sufficient funds on your card, you may also want to check with your bank to make sure there are no holds on your card.

  • Address Verification System (AVS)

    When entering your billing address information, make sure to enter your billing address exactly as it appears on your account statements. Everything - including hyphenation and spacing - must exactly match the information that the issuing bank has on record in order to pass the AVS check.

    Note: If your transaction fails to pass this check, your credit card issuer may place a temporary hold on the funds for the attempted purchase (this hold may last several days, depending upon their policies).

  • Security Code Mismatch
     

    The security code is the 3 digit number which appears on the back of your credit card.  For American Express cards there is a 4 digit security code on the front of the card, just above the last four digits of the credit card number.

    The information you enter in Steam needs to match the security code on your credit card. If your security code is not readable, please contact your credit card issuer to get a new card.

 

 

PayPal

  • Instant transfers

    To make a payment with PayPal without having a credit card linked to your PayPal account, you must have the total amount of your purchase in your PayPal account balance. PayPal does not offer transfers directly from your bank account without having a backup credit card tied to the account. You will need to move funds from your bank account into your PayPal account and use your PayPal balance as the method of payment.

    If you already have a credit card listed on your PayPal account but PayPal is blocking your Instant Transfer, your account may have been limited by PayPal. You will need to contact PayPal directly to learn more about their Funding Options and Limitations.

    How do I know my PayPal purchase through the Steam client is Secure?

    The Steam store, and the PayPal site address are both visible as https:// - s indicating that it is a secured link. Additionally, you will be asked to log in to your PayPal account to complete your payment. PayPal's security details are present in the upper right corner of the screen, additionally, you can see the padlock in the bottom right of the browser frame.

    Regardless of which option you use to complete your purchase, all payment information is protected by industry-standard RSA public key encryption and is only stored in our system for the duration of your transaction. Additionally, when you submit your payment information your data is protected by Secure Socket Layer (SSL) technology certified by a digital certificate.

    If you have any questions about our privacy policy or the security of your information, please review our Privacy Policy.

    Please see PayPal's documentation for more information on working with the PayPal system.

 

 

WebMoney

  • WebMoney country restrictions

    At this time, WebMoney is only available on Steam in the countries listed below.

    Antigua Greece Saint Vincent
    Argentina Hungary The Grenadines
    Australia Ireland Singapore
    Austria Israel Slovakia
    Azerbaijan Kazakhstan S. Africa
    Barbuda Kyrgyzstan Spain
    Bulgaria Latvia Sweden
    Canada Lithuania Switzerland
    Cyprus Malta Tajikistan
    Czech Republic Moldava Thailand
    Dominican Republic The Netherlands Turkey
    Ecuador New Zealand Turkmenistan
    Estonia Panama Ukraine
    Finland Poland United Arab Emirates
    France Romania Virgin Islands - British
    Germany Russia  

 

 

 

iDeal

  • My iDEAL purchase failed

    Please attempt your purchase again using a web browser instead of the Steam client. If possible, please use Internet Explorer 7+ or Firefox to complete this transaction.

    Make sure that you click the "Back to Shop" button after you have finished filling in your billing information. You will be automatically re-routed back to the Steam client which will confirm your purchase. This process can take up to 60 seconds. To avoid purchasing failures, please do not hit your back button or close the iDEAL window before this process is complete.

    If you still encounter errors, please contact Steam Support with a screenshot of the issue you are encountering and we will continue to troubleshoot the issue.

    Please see iDeal's documentation for more information on working with the iDeal system.

 

 

PaySafeCard

  • My PaySafeCard purchase failed

    Please attempt your purchase again using a web browser instead of the Steam client. If possible, please use Internet Explorer 7+ or Firefox to complete this transaction.

    When using PaySafeCard as your payment method, after filling your code you will be automatically re-routed back to the Steam client which will confirm your purchase. This process can take up to 60 seconds. To avoid purchasing failures, please do not hit your back button or close the PaySafeCard window before this process is complete.

    If you still encounter errors, please contact Steam Support with a screenshot of the issue you are encountering and we will continue to troubleshoot the issue.

    PaySafe Junior

    PaySafeCard Junior cannot be used to purchase video games.

    You will need to contact PaySafeCard to exchange your card for one that does not have this restriction.

 

 

Moneybookers

  • My Moneybookers purchase failed

    Please attempt your purchase again using a web browser instead of the Steam client. If possible, please use Internet Explorer 7+ or Firefox to complete this transaction.

    Make sure that you click the "CONFIRM" button after you have finished selecting your payment method. You will be automatically re-routed back to the Steam client which will confirm your purchase. If Moneybookers does not return you to Steam after 10 seconds please click the "Return To Merchant" button, and allow the transaction to process. This process can take up to 60 seconds. To avoid purchasing failures, please do not hit your back button or close the Moneybookers window before this process is complete.

    If you still encounter errors, please contact Steam Support with a screenshot of the issue you are encountering and we will continue to troubleshoot the issue.

    Please see Moneybooker’s documentation for more information on working with the Moneybookers system.

 

 

Sofortüberweisung / DIRECTebanking.com

  • My Sofortüberweisung purchase failed

    Please attempt your purchase again using a web browser instead of the Steam client. If possible, please use Internet Explorer 7+ or Firefox to complete this transaction.

    When using Sofortüberweisung as your payment method, make sure that you hit the "NEXT" button after you have finished filling in your TAN/PIN number. You will be automatically re-routed back to the Steam client which will confirm your purchase. This process can take up to 60 seconds. To avoid purchasing failures, please do not hit your back button or close the Sofortüberweisung window before this process is complete.

    If you still encounter errors, please contact Steam Support with a screenshot of the issue you are encountering and we will continue to troubleshoot the issue.

    Please see Sofortüberweisung's documentation for more information on working with Sofortüberweisung's system.

 

 

Wallet / In Game Transactions

  • Adding funds / Viewing balance / Funds have not appeared

    For more detailed information on the Steam Wallet, please see the Wallet FAQ

 


 

General Purchasing Questions

 


 

 

 

How do I purchase a game through Steam?

Steam supports many popular payment methods. You can see the full list of accepted payment methods here. To make a purchase through Steam:

  1. Visit http://store.steampowered.com/ or launch the Steam client on your PC and visit the Store tab 
  2. Use the Search feature to find a game by its title, or use the links along the left-hand side of the Steam Store to find a game, video, or demo by its genre, type, or publisher
  3. Add item(s) to your shopping cart
  4. When you are finished adding games to your cart, proceed to your cart by clicking the green link in the upper right hand corner. To checkout select either "Purchase for myself" or "Purchase as a gift." Gifts are sent immediately to the recipient. Instructions on sending a gift at a later date can be found here.
  5. Log in to your Steam account or select "Join Steam" to create your free account online
  6. Continue through the checkout process to complete your transaction on Steam
  7. When your transaction is complete you will have immediate access to your games. Launch the Steam client and go to your Library to begin your download. More information on installing Steam to access your games can be found here.

 

 

 

Why was I charged twice for my purchase or charged for a purchase that says it failed?

In both of these cases, when a purchase fails one of the banking fraud checks, your bank may place a hold on the funds for up to 5 business days. These funds will not be collected by Valve. Please contact your bank to see if they will release the held funds.

If you still see a pending charge after 5 business days, please contact Steam Support so that we can investigate and help resolve the issue with your bank.

 

 

 

Is entering my payment information in Steam safe?

When you submit your payment information on Steam, your data is protected by Secure Socket Layer (SSL) technology certified by a digital certificate. 

 

 

 

What forms of payment are accepted on Steam?

We accept the following forms of payment:

  • Credit/debit cards
    • Visa
    • Mastercard
    • Discover
    • American Express
    • JCB
  • PayPal
  • Visa Electron
    • Please contact your card issuer to ensure that your Visa Electron card is enabled for online purchases before attempting to purchase games on Steam.
  • PaySafeCard
  • Sofortüberweisung / DIRECTebanking.com
  • iDeal
  • WebMoney

 

 

 

Can I use a gift card or virtual card?

It is possible to order through Steam with a gift card from one of the credit card issuers listed above, however, the card needs to be one that can be used to make online purchases and we require that the address information and security code for the card be an exact match to the gift card or virtual card issuer's system.

We recommend that you inquire with the card issuer to ensure you can use the card to make online purchases and have the correct address and security code to complete the transaction. In some cases you can register your billing address through the gift card company's website.

 

 

 

I have an APO / FPO address - how should I enter my information?

AP addresses should use CA as the routing state - AE addresses should use NY. If you encounter any difficulty with your purchase, please contact Steam Support for assistance.

 

 

 

Is there a monthly subscription fee or any other additional fees?

There are no monthly fees to use Steam or download purchased games. Some games offered on Steam may require a monthly fee to play. Games that require a monthly fee will be indicated on the Steam Storefront page for that particular game. Downloading additional content such as game updates or reinstalling the game after getting a new computer will not require any further purchases or fees, unless noted.

 

 

 

What currencies does the Steam store support?

The Steam store offers pricing in United States Dollars (USD), British Pounds (GBP), Russian Rubles (RUB), Brazilian Reais (BRL) or Euros (EUR) depending upon your location.  Exchange rate and certain fees may be charged by your credit card company or bank.

 

 

 

Are taxes collected for Steam purchases?

If you made an online order for a Valve product and you are an international customer there may be taxes or VAT charges included in your purchase.

To the extent VAT applies to a transaction, Valve absorbs that cost and pays VAT itself. 

Valve Corporation reports VAT declarations on a quarterly basis to HM Revenue & Customs in the UK, who then distributes to the various EU member countries.

Valve Corporation's eleven character "Special Scheme" identification number is:

EU 826 000 671

HM Revenue & Customs can be contacted by telephone in the UK at 0845 010 9000 (+44 208 929 0152 for international callers), or via their website at http://www.hmrc.gov.uk/

 

 

 

Purchasing from outside the country in which the card was issued

If you are attempting to make a purchase but you are not located in the country in which your card was issued, please contact Steam Billing and Support for assistance.

 

 

 

Do I get a CD or printed CD Key when ordering through Steam?

No. For most Steam titles you will not need to enter a CD Key to retrieve your game, you will only need to login to your Steam Account to get access to your games.

Note:

While games purchased through Steam do not include any physical goods, digital manuals are usually made available on the Storefront page in the Game Details section. Any in-game Multiplayer or Bonus content CD Keys will be available to you in the Library listing for the game.

 

 

 

Do Steam subscription purchases expire?

No. Games purchased through Steam do not expire - you will only be charged once for permanent access to the game through your Steam account. Purchased games can be downloaded as often as needed and to any computer with an internet connection.

 

 

 

If I reformat my hard drive or get a new computer, will I need to purchase my games again?

No. To access your games after a hard drive reformat or when you get a new computer, simply log in to your existing Steam account and then download your games again.

Please see the Steam Account Use topic for more information.

 

 

 

How can I purchase gifts for my friends?

To purchase gifts on Steam, simply indicate your purchase is a gift during checkout. You'll be prompted to enter your friend's email address or select a Steam Friend to send your gift to. For more information about Steam gifts, please see this guide.

 

 

 

I sent a Steam gift to a friend, but that person never received it. What now?

You can resend gifts in case your friend's email gift message was lost. If you are resending to a new (or corrected) email address you should be able to resend immediately. If you are attempting to resend it to the same email address the Steam system requires that you wait 24 hours to prevent the spamming of users. When you resend a gift the previously generated email will become invalid and the “accept” link within it will no longer work. Your friend must use the latest version of the email when accepting the gift.

 

 

 

Steam Refund Policy

As with most software products, we do not offer refunds or exchanges on games, DLC or in-game items purchased on our website or through the Steam Client.  Please review Section 3 of the Steam Subscriber Agreement for more information.

Steam Subscriber Agreement

Steam Subscriber Agreement

An exception is made for games purchased during a pre-order period if the request is received prior to the games' release date.

 

 

 

This item is currently unavailable in your region

Steam does not always have the rights to distribute all titles in all territories. You will be unable to complete this purchase as this game is not available for purchase in your territory.

 

 

 

Steam tells me my purchase is pending

Please allow an hour or two for the purchase to settle. If it still isn't working, try the purchase again.

If using a payment method that directs you to an external website (such as PayPal or WebMoney), you will be rerouted back to Steam after filling in your billing details. This will confirm your purchase. This process can take up to 60 seconds. To avoid purchasing failures, please do not hit your back button or close the payment window before this process is complete.

Additionally, you could try completing your purchase through a web browser instead of through the Steam application.

Important:

If you receive this message for more than 2-4 hours after completing your purchase - or if you receive this message after receiving your receipt for the purchase - please try logging out of Steam and logging back in to ensure your recent purchase is recognized on your Steam account.

 

 

 

I missed a sale price, can I still purchase at the sale price?

Once a sale has expired, we are unable to offer the discounted price. We do run sales regularly and there is a good chance the game will be on sale another time. Please continue to check Steam News for information on upcoming discounts and promotions.

 

 

 

 

Problem with Steam?

Contact Steam Support
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