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Request the refund from Steam Support using the account that paid for the game. For a standard game purchase, Steam’s published rule is a request within 14 days of purchase and less than two hours of recorded playtime. That playtime includes online, offline and shared-library use. Explain the specific problem blocking your group—such as a repeatable launch failure, an inability to join the same session, or a listed feature that is missing. Steam may review requests outside the normal limits, but those requests are not automatically approved.
Start at Steam Help, sign in, open Purchases, select the game, choose the problem and then select I’d like to request a refund. Each person who bought a separate copy must submit a request from their own account; Steam does not publish a single group-refund procedure.
Steam’s standard refund rule for a multiplayer purchase
Steam’s standard game-refund test has two parts: the request must normally be made within two weeks of purchase, and the game must have less than two hours of playtime. Valve’s refund policy, last updated April 23, 2024, states that it will issue a refund “for any reason” when the request is made within the required return period and, for games, the title has been played for less than two hours. That wording describes the standard eligibility route, not a guarantee that every request will be granted.
| Check | Standard requirement | What counts for a group |
|---|---|---|
| Purchase age | Within 14 days of purchase | Use the date of the transaction selected in the purchaser’s account. |
| Recorded playtime | Less than 2 hours | Steam counts online, offline and shared-library playtime, including time spent trying to play with friends. |
| Account | The customer who made the purchase | Every buyer submits for their own transaction. A person who did not buy a copy cannot refund another customer’s purchase. |
| Reason | Steam accepts requests for any reason inside the standard limits | Describe the concrete group-blocking failure so the reviewer can understand what happened. |
Steam says you may still ask for a refund after 14 days or after two hours of play. In that situation Valve reviews the request instead of treating it as automatically eligible. A substantial technical problem or a game that does not work as represented can be relevant context, but neither condition guarantees an exception.
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The two limits are separate checks. Being inside 14 days does not restore eligibility if the account has two hours or more, and having very little playtime does not extend a purchase that is more than 14 days old. Record both figures before submitting so your explanation is accurate.
Decide which purchase situation applies
Everyone bought a copy
Each purchaser should sign in to the account used for that transaction and submit a separate request. Select the same game in each account’s purchase history, but describe the failure from that player’s experience. Steam handles the requests individually; its policy does not define a group refund that automatically covers several accounts.
One buyer’s approval does not transfer to the others. Each account has its own purchase date, recorded playtime and transaction record, so every request should identify the relevant copy rather than referring only to the group’s overall experience.
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One person bought the game as a gift
If the gift was redeemed, the recipient must initiate the refund request under Steam’s policy. When an approved refund concerns a redeemed gift, the funds used for the purchase go back to the original purchaser. The recipient should therefore sign in to the account that received and redeemed the gift, locate the gift-related purchase or support option, and submit the request.
An unredeemed gift follows a different route and remains subject to the applicable purchase-date and playtime rules. Do not treat an unredeemed gift as if it were a normal self-purchase; use the gift transaction shown in Steam Support. If you are unsure who should start the request, check which account shows the gift and follow the option Steam presents for that transaction.
One person bought one copy and others used sharing
The purchaser selects the game in their own account and files the request. Shared-library playtime counts toward the two-hour limit, so time played by other people through sharing can affect the purchaser’s eligibility. A friend who only accessed the shared copy cannot independently refund that transaction.
Use the purchaser’s recorded playtime, not an estimate of how long the group spent testing the game. If several people used the shared copy in succession, all of that use is relevant to the same purchase’s playtime total.
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Steam’s refund page gives downloadable content and bundles their own conditions. Select the exact transaction in Purchases rather than assuming that the base-game rule applies unchanged. The support form will show the options available for that purchase type.
A bundle can contain several items, while downloadable content is attached to a base game, so identify the precise entry that was purchased. Do not submit a request for the base game when the group-blocking problem concerns a separate add-on. Steam’s displayed purchase and support options are the best way to determine which route applies.
The payment was made outside Steam
Steam says it cannot refund purchases made outside Steam, including third-party Steam Wallet cards. If the transaction does not appear in the purchaser’s Steam purchase list, the official Steam refund workflow cannot treat it as a normal Steam purchase. A code or payment handled by another seller must be addressed under that seller’s terms rather than through Steam’s ordinary purchase form.
How to submit the request
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Open Steam Help and sign in to the account that made the purchase. Steam Support says refund requests are handled through help.steampowered.com.
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Choose Purchases. The page lists transactions associated with the signed-in account.
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Select the game purchase that failed for your group. If several entries look similar, use the transaction date and title to choose the copy that was actually used.
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Choose the issue that best describes the problem. The available labels can vary by transaction, so select the closest factual description instead of choosing an unrelated reason.
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Select I’d like to request a refund. This is the Steam Support route described in Steam’s refund-request instructions.
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Complete the form and explain what failed, when you tested it and how it prevented the group from playing. Keep the explanation concise, specific and truthful.
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Choose Steam Wallet or the original payment method if Steam offers that choice. Some payment methods in some countries cannot return funds to the original method, so the available destination may be limited.
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Submit the request and keep the confirmation email. Steam may send a separate decision email after reviewing it.
If the transaction is not listed, first confirm that you are signed in to the purchasing account. A purchase made through a different account will not appear in the current account’s purchase list. If it still does not appear, Steam’s support pages may direct you to a different transaction or payment-help option; do not submit a different purchase by mistake.
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A useful explanation connects the purchase to an observable group failure. State the game, the date you bought it, the number of people affected and the exact behavior you observed. You do not need to prove the case with a long technical report, but avoid vague wording such as “bad game” or “we changed our minds” when the actual issue is a reproducible failure.
Include only details you can support from your experience. Mention whether the copy was self-purchased, gifted or accessed through sharing, and give the approximate amount of playtime shown on the purchasing account. This helps distinguish a standard-window request from an exception request.
Launch failure
Explain that the game repeatedly failed to start for the relevant players, including whether it closed immediately, displayed a specific error or never reached the menu. If only one member could not launch, say that rather than claiming nobody could play.
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Group or session failure
Describe the sequence: for example, all players reached the menu, one player hosted, invitations were sent, and the others could not join or were disconnected. Include whether the problem happened every time you tried and whether the group could complete a session.
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Name the feature and explain the result you saw. A factual statement such as “the listed cooperative mode was unavailable to our party after purchase” gives Steam more useful context than a general complaint about quality.
Keep the scope accurate
Do not claim that every copy is defective if your group experienced a narrower problem. Identify which account bought the copy, whether the game was shared or gifted, and how much of the recorded playtime was spent testing the issue. Steam’s published policy does not require a special “multiplayer” form; the normal refund form is where this context belongs.
A short timeline is often clearer than a long argument: purchase date, first launch attempt, number of players, the step at which joining failed, and the number of repeat attempts. If the problem changed between attempts, describe that change instead of presenting different symptoms as one failure.
How Steam counts playtime
The two-hour threshold is not limited to successful online matches. Steam Support says the limit includes online, offline and shared-library playtime. Loading screens, configuration attempts and repeated attempts to join friends can therefore consume the recorded allowance. Check the purchaser’s Steam account rather than estimating from the time your group spent in a voice chat or waiting for someone else.
If several people bought copies, the playtime attached to each account matters for that account’s request. If one person bought a copy and others used sharing, the shared sessions still count against the purchaser’s total. Do not assume that a failed multiplayer attempt is excluded simply because no match was completed.
Stop testing once you have enough information to describe the failure if you are still inside the standard window. Further launches or sessions can increase the recorded total, and Steam’s policy measures playtime on the account rather than the amount of time that produced a successful match.
What happens after submission
Approval and refund destination
Steam’s policy says an approved refund is issued within a week through Steam Wallet or the original payment method, subject to payment-method limitations. The destination you selected during the request may not be available for every country or payment type.
Steam Wallet is not the same as a bank-card reversal. If you select Wallet and the request is approved, watch the Wallet balance and the related Steam messages. If the original method is offered and selected, the payment provider’s posting schedule controls when the credit becomes visible.
When the money appears
Steam Support says a refund can take up to seven days to appear. Steam Wallet credit may arrive in 24–48 hours, while international payment methods can take longer. A transaction cancelled within 24 hours can appear as a released authorization rather than a separate credit. If an approved refund still has not appeared after seven days, Steam advises contacting your bank about pending refunds; international transactions may require additional time.
A released authorization can look different from a new credit on a card or bank statement. Check the original pending charge and available balance, not only the list of completed credits. Keep Steam’s approval message and the transaction information when asking a bank about a delayed or pending refund.
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Multiple members waiting for separate decisions
When several buyers submit requests, each account can receive its own decision and timing. One approval does not automatically decide another purchaser’s request, and one person’s rejection does not create a group-wide rejection. Keep the transaction and confirmation details for each account so you can match each email to the correct purchase.
Requests outside the 14-day or two-hour limits
Submit an honest request if the game has a substantial technical problem or does not work as represented, even when the standard limits have passed. Explain the dates, recorded playtime and repeatable group failure. Valve says it will look at requests outside the described rules, but the policy does not promise an exception.
Do not describe an exception request as though it meets the standard test. State plainly that the purchase is outside the 14-day period, over two hours, or both, then explain why the group could not use the product as represented. A clear request gives Steam the relevant facts without implying an entitlement that the policy does not provide.
Consumer rights can differ by jurisdiction. Steam’s policy notes that customers in some jurisdictions may have additional rights when a game is faulty. Those rights depend on where you live and the transaction’s legal terms, so consult applicable local consumer guidance rather than assuming that the standard Steam window is the only rule or that an exception is automatic.
Do not repeatedly request refunds as a way to play games for free. Steam says it may stop offering refunds if it considers the process abused. A legitimate request should correspond to a real purchase and a truthful account of what happened.
Common mistakes that delay or derail a group refund
- Using the wrong account: Steam Support can only show the purchase to the account associated with it. Sign out and back in if the transaction is missing.
- Submitting one request for everyone: Separate purchases belong to separate accounts. Have each buyer submit for their own transaction.
- Ignoring shared playtime: Time played through sharing is included in the two-hour calculation.
- Choosing the wrong gift participant: For a redeemed gift, the recipient initiates the request, while an approved refund returns funds to the original purchaser.
- Leaving the explanation generic: Identify the launch, joining or advertised-feature failure and how it prevented the group from playing.
- Continuing to test indefinitely: More launches and sessions can increase recorded playtime, including failed attempts.
- Expecting an instant bank credit: Approval can be followed by a wait of up to seven days; Wallet credit can take 24–48 hours and international methods longer.
- Assuming every payment is refundable through Steam: Purchases made outside Steam, including third-party Steam Wallet cards, are not handled as ordinary Steam purchases.
- Confusing a gift with sharing: A redeemed gift has a recipient-led refund route, while shared-library use still belongs to the purchaser’s transaction.
- Choosing the wrong item: DLC, bundles and base games can have different conditions, so select the exact transaction shown in Purchases.
A practical decision checklist
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Confirm whether the transaction appears under the purchaser’s Steam account.
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Record the purchase date and the playtime shown by Steam.
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Identify whether the copy was self-purchased, gifted and redeemed, or accessed through sharing.
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Check whether the item is a base game, DLC or bundle, since those categories can have different conditions.
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Write a short timeline of the group test: who tried to launch, who could join, what failed and whether the failure was repeatable.
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Note which players were affected rather than generalizing beyond what you observed.
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Submit through Steam Help and select the refund option shown for that transaction.
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Choose the available refund destination and save the confirmation email.
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Allow the stated processing time before checking with your bank about a missing approved refund.
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Official policy wording and links
Valve’s Steam Refunds policy says: “Valve will, upon request via help.steampowered.com, issue a refund for any reason, if the request is made within the required return period, and, in the case of games, if the title has been played for less than two hours.” The same policy describes the standard two-week purchase window and says requests outside the described rules will be reviewed.
Steam Support’s Common Refund Questions page explains that online, offline and shared-library playtime counts, and provides timing information for approved refunds. Steam’s How To Request A Refund page documents the Purchases workflow.
Frequently Asked Questions
Can our whole group submit one Steam refund request?
No single group-refund procedure is published. Each person who purchased a copy should sign in to their own account and request a refund for that transaction. Steam reviews those requests separately.
Does multiplayer or shared-library playtime count toward two hours?
Yes. Steam Support says online, offline and shared-library playtime all count. Failed attempts to launch or join can use part of the recorded total even when no match is completed.
Who requests a refund for a Steam gift?
For a redeemed gift, the recipient initiates the request. If Steam approves it, the funds used to buy the gift return to the original purchaser. An unredeemed gift follows a different support route.
What if the game is older than 14 days or has more than two hours of playtime?
You can still submit an honest request explaining the technical failure or mismatch with the listing. Valve says it will review requests outside the standard rules, but approval is not automatic.
How long does an approved Steam refund take?
Steam says refunds are issued within a week. Steam Wallet credit may appear within 24–48 hours, while international payment methods can take longer. If an approved refund is still missing after seven days, Steam advises contacting your bank about a pending refund.
Can Steam refund a purchase made through another seller?
Steam says it cannot refund purchases made outside Steam, including third-party Steam Wallet cards. Contact the seller that processed the payment instead.
The Bottom Line
Use the purchasing account at Steam Help, select the exact transaction, and describe the repeatable group-blocking failure. The normal game rule is within 14 days and under two hours, with online, offline and shared-library playtime included. Gifts, DLC, bundles and out-of-window requests follow different considerations, so state the purchase type and facts accurately. An approved refund can take up to seven days to appear.
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