Hello, a staff member has responded to your question: In order to explore this issue, we must verify ownership of your software and associated Steam account(s).

If you purchased the software to use a credit card through Steam, please confirm the card type (Visa, MasterCard, American Express, Discover), name, and last four digits of the order (year) in which the card was used.

If you purchased the software via Steam via PayPal, please provide the PayPal account holder's payment information (name and address) and PayPal invoice ID. The invoice ID will be 16 digits long and can only consist of numbers. It may be listed in the order description number.

If you purchased the software from a retail location when registering, please hand write your support ticket number directly on the quick reference card or sticker above the CD key (numbers should not be written on a separate piece of paper and an image Editor or Insert) with a digital photo or scanned CD key. JPG format. Please make sure you submit a full-color image and not a photocopy