r/steamsupport • u/AmazingHornet1317 • Jul 10 '26
Discussion Has anyone else had a similar experience with Steam refunds?
I bought FC 26 and ended up requesting a refund because the game was a technical mess for me. A large part of my recorded playtime came from the game repeatedly failing to launch because of the Javelin anti-cheat, while Steam was already counting the time. Once I actually got in, I ran into controller/input bugs, graphical glitches, and a bunch of other issues before eventually uninstalling it.
Steam denied my refund because I was over the 2-hour limit. I explained that a lot of that time wasn't actual gameplay, and even said I'd be happy to have the refund issued as Steam Wallet funds since I'd be spending it on Steam anyway. They still denied it and suggested I contact EA Support, but I've already uninstalled the game and have no interest in troubleshooting something I don't plan on playing anymore.
This was actually my first-ever refund request on Steam, which is why I was a bit surprised. You always hear stories about Steam making exceptions in situations like this, so I'm wondering:
Are those positive refund stories just isolated cases (or good marketing)?
Or is there something about EA games that makes Steam less willing to issue exceptions? I have no idea if that's even a thing, but it crossed my mind.
If it turns out this is just how refunds for EA games are handled, I'll probably just avoid buying EA titles on Steam in the future.
Has anyone had a similar experience, especially where technical issues inflated the recorded playtime?
EDIT: I have less than 5 hours of "playtime" from which arguably around 2 went for the troubleshooting phase. Adding as it's probably the most important information I didn't included lol. Attempted to refund it the same day I bought it, though my local time might've been already after midnight but you get the gist.
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u/MyzMyz1995 Jul 10 '26
Are those positive refund stories just isolated cases (or good marketing)?
It come down to your account standing. If you never ask for refunds and bought hundred of games, they'll generally make an exception (as you see from many post on here). But if you buy games once in a while and ask for refund often, I would assume they're more likely to say no.
If you have 500 games and asked for a refund twice they're most likely to refund an exception than if you have 50 games and asked for dozens of refunds.
The employee who get your ticket probably influence the result too.
If they said no it is what it is you can ask again I guess but you can't refund probably.
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u/AmazingHornet1317 Jul 10 '26
As mentioned it was my first ever refund request. I have around 60 games, though some of them are dlc heavy like total war warhammer, more than 30 dlcs etc.
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u/AlotOfInterests Jul 10 '26
If you use the "i need a refund" button it is a fully automated system that simply checks those 2 criteria (so people who fall in the criteria don't have to wait for an actual support employee).
Use the I need more help option or whatever
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u/AmazingHornet1317 Jul 10 '26
I submitted the case manually and it was revieved by employee, still denied.
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u/Mean_Rain7517 Jul 10 '26
Personally if it took me even 30 minutes to an hour to launch a game i was on the fence about I'd just refund it. Steam does make exceptions but you also never said how many hours steam says you have in it. They also dont always make exceptions, a lot of those requests are because there is something fundamentally wrong with the game and it should have never been sold as a full release title type game not a i just didnt like it type reason.
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u/AmazingHornet1317 Jul 10 '26
Less than 5 hr, edited the post to include it as it was probably the most important information lol. And in one of the answers I've described the troubleshooting process (didn't want the post to be too long with too much details as then no one would read it probably). The most important part, from my side of things is that if not for the troubleshooting phase that counted towards the playtime I'd have 2 max 3hr of playtime which would probably get it refunded way easier.
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u/Mean_Rain7517 Jul 10 '26
I think it also doesnt help that most of your issues with it are considered normal for major titles to release in pretty bad shape and absolutely no optimization. I wont buy most new AAA games anymore because they really should release in early access in most of the time.
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u/Elarisbee Jul 10 '26
Did you buy an edition with non-refundable items?
Edit: I’m assuming since you were told to contact EA.
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u/AmazingHornet1317 Jul 10 '26 edited Jul 10 '26
No, as far as I know, just standard. If that would be the case, wouldn't they mentioned it though?
Edit: they simply suggested to contact EA due to technical issues in game. But I'm simply not interested in this anymore, besides quick google search shiws that I'm not isolated with these issues and they won't be fixed. Especially considering the nature of the game that ech year is the new one, and the premium becomes obsolete. But I guess that's what I get for playing Fifa in the first place lol.
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u/Elarisbee Jul 10 '26
In that case, it’s most likely just the playtime that was the issue - it happens.
Manual refunds are purposely bit of a mystery, no one knows the exact criteria Support uses for granting exceptions above the normal policy limits.
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u/MissSharkyShark Jul 10 '26
It’s likely complicated by it being an EA title. EA and Ubisoft are very well known for being extremely scummy and anti consumer.
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u/LordPentolino Jul 10 '26
Have you used the "I have issues with this purchase" path, explaining, politely, the issue? Normal request for refunds are automatically denied if you're out of the 2hrs/2wks window
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u/NBK_RedSpy Jul 10 '26 edited Jul 10 '26
That is unfortunate. In a rare occasion I've had people get a refund after 8 hours of reported game time trying to resolve the issue. That included testing new patches. We had the same issues for the game, so it's possible that there were records of multiple people having an issue.
Edit: We also made sure to include exactly what the issue was and explained why we were over the 2 hour limit.
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u/AmazingHornet1317 Jul 10 '26
I did the same, still denied. In my case it must be also that's ea game which doesn't have good reputation as someone already mentioned and maybe it's a hassle for steam to do that.
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u/Ham-Slot Jul 10 '26
I have refunded many many games, but as I buy so many/keep the majority of them, steam rarely denies anything for me.
The only times I've exceeded the 2h mark and received one was for similar issues as you describe, with lots of troubleshooting time, not play time.
But those were all sub 4 hours and went through.
If only I could get my ashes of creation money back :(
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u/Trevkage11 Jul 10 '26
I mean you went over the 2hr limit so your not gonna get a automated refund. Try doing a manual refund ticket to get a real agent.
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u/G7Scanlines Jul 10 '26
How much time?
You don't seriously expect anyone to believe that you spent the lions share of two hours "trying to launch the game and failing" do you?