Steam statistics reveal 50,000-plus support requests a day

Steam support now answers most requests in just a few hours

valve steam support 75000 steamsupportrequests
If you ever wondered why it sometimes takes Valve a little longer than you’d like to answer support requests, it could be because there are more than 50,000 people ahead of you in the queue on a usual day — and more than 70,000 on busy days. A new transparency blog post by Valve has detailed not only how it’s improving the support system in the future, but that it receives tens of thousands of help requests every day.

Although Valve gets a lot of praise from gamers, one area where it is often considered lacking is its support system. Although refunds have helped a lot in that regard, its response time for support requests is still often called into question. To offer an explanation of what is hampering quicker responses, along with a pledge to improve response times in the future, Valve has opened up the door to its help team to show just why it has such a difficult job.

The main difficulty is sheer volume. Even on a good day, Valve regularly receives more than 50,000 support requests. While a number of those are related to refunds, several thousand more cover technical queries, which can be very specific, while others require help recovering accounts or aid with billing and purchasing problems.

Few of these are quick fixes, but as was highlighted in this release and the newly created Steam Support Stats page, it has made big strides this year to clear the backlog. While earlier this year it had more than 50,000 requests still waiting to be answered, at the time of writing there are less than 10,000 in the same situation.

The page also gives you a rough idea of the typical response times each type of support query has. While refunds are normally handled within two hours, technical support can take as long as 16 hours. Purchasing and billing reports can often be resolved within a couple of hours, but at worst they can take more than a day and a half.

Although everyone wants a quick response when they have a problem, these are pretty fast response times overall, and something that Valve has made a big effort to improve. Thanks to better tools for support staff and an expanded pool of people working in that part of the business, Valve has cut those times down drastically. Previously many of the inquiries would have taken as long as a week or more to resolve.

Moving forward, Valve will continue to encourage the use of its authenticator application to prevent account thievery and hacking. It will also look to invest further in staff training and in streamlining the support process to make it faster for everyone.

At the very least, though, the next time your support request takes a while, you can check the stats page to see if it’s a particularly busy time for the team as a reason why that might be.


Dell’s new fast-refresh Freesync display could be your next great gaming screen

Dell has debuted a pair of new gaming TN displays, each offering high refresh rates and fast response times to gamers alongside Freesync technology. There are 24- and 27-inch versions of the new screens available now.
Home Theater

The white van speaker scam explained, and how it moved to Craigslist and Facebook

The so-called white van speaker scam has been around for a long time, so why do people still get conned on a daily basis? We're here to arm you and your friends with the knowledge you need to see the hoax for what it is.

Google working on quick charging fix for Pixel after Android 9.0 Pie update

Google's Pixel smartphone may be running the latest software, but it still has its fair share of issues. We've rounded up some of the more common Google Pixel problems, along with a few solutions for addressing them.

The Nixplay Iris might just make digital picture frames cool again

The digital picture frame's popularity has fizzled because of time-consuming updates and low quality -- but can a Wi-Fi connected frame change that? The Nixplay Iris is an 8-inch smart digital picture frame that wireless updates photos.

Having issues with Microsoft Edge? Here's how to fix the most common problems

If you're feeling frustrated with Microsoft Edge, or have run into a serious problem with Windows 10's built-in browser, take a look at these common issues and the solutions that can help you get back on track.

Spotify vs. Pandora: Which music streaming service is better for you?

Which music streaming platform is best for you? We pit Spotify versus Pandora, two mighty streaming services with on-demand music and massive catalogs, comparing every facet of the two services to help you decide which is best.

The browser-based Monero miner Coinhive generates around $250,000 each month

Despite a fall in cryptocurrency mining, the Coinhive Monero miner is still highly active, generating around $250,000 each month. Coinhive also contributes 1.18 percent of the total mining power behind the Monero blockchain.

The best place to print photos online: Seven top photo labs

Have you been looking around for the best place to print out your favorite photos online? Don't fret, we've pored through dozens of options and narrowed it down to the seven best.

The Andromeda botnet still lingers as nations struggle to clean infected PCs

A report by Fortinet suggests that although the FBI and Europe ended the Andromeda botnet’s reign in late 2017, there are still infected PCs. Cleaning up these PCs isn’t progressing at the same pace across various regions.

FatCam: Museum of London’s livestream of a rancid hunk of sewage proves popular

A London museum put part of a fatberg on display earlier this year and the putrid muck proved to be a surprise hit with visitors. Keen to share it with a wider audience, the fatberg is now starring in its very own livestream.

Australian student hacks into Apple, steals 90GB of data because he’s a ‘fan’

A 16-year-old student in Australia broke into Apple’s network multiple times for an entire year to download 90GB of “secure” data and access customer accounts. He did this because he was a "fan."

Wikipedia taps streetwear brand to design fundraising apparel

What's white, features the WIkipedia logo, and has the words "internet master" emblazoned on one side? Why, it's a shirt designed by a streetwear brand to raise funds for the internet's most popular encyclopedia.

Google claims censored search in China is ‘not close’ as employees protest

Google CEO, Sundar Pinchai, has promised employees that the company is "not close" to releasing a censored search product in China, despite claims that it was working on such a project.

Adobe Spark Page makes web design easy — here’s how to use it

Using artificial intelligence and simple tools, Adobe Spark Page is designed for easy web page design. Here's how to use Adobe Spark Page to create a travel journal, event page or any other one-page website.