wait a week and then request a new winner via support ticket
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Winners have 7 days to mark the gift as received after the gift is sent, most don't wait that long. I'd suggest just waiting it out unless you know they have in fact redeemed it on their steam account and simply yet haven't marked it as "received" here.
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The winner has not redeemed my gift, and I'm unable to get into contact with them. How do I proceed?
If you've been unable to reach the winner of your giveaway using e-mail and Steam after seven days of your giveaway ending, and they have not yet activated or redeemed any keys or gifts you attempted to send, please contact support to request a new winner. When creating a ticket, we ask you to include data that suggests you made an adequate attempt to contact the winner, such as screenshots of e-mails, friend requests, or gifts pending on Steam. If the request is approved, a new winner will be generated by the site.
From FAQ
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Bear in mind that just because it says he/she is online doesn't necessarily mean they are actually online. If a person does not log out, then it will show them as being online pretty much all the time. As for being online at Steam, they could just have Steam open, but their actual status there could be 'Snooze'. That is what it turns to when someone is idle for a certain amount of time.
That might not be the case here, but it is a possibility.
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It's also quite possible that the person was accessing SteamGifts via a mobile device or computer where they don't have Steam installed. Currently, you must be using standard PC (desktop/laptop) with Steam installed to redeem keys. You can't do it from mobile devices or, for example, many work computers.
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but their actual status there could be 'Snooze'. That is what it turns to when someone is idle for a certain amount of time.
My online status bugs out all the time, so it'll often show my status as fully online when I'm not, according to some of my contacts. :X So even in that aspect, there's no certainty.
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Yep. I often have the mobile app or idling software on [and basically always have either the mobile app or main client open], or only have time for a quick match of rocket league before bed/heading out (and don't think of anything past squeezing that in while I can). Sometimes Steam won't let me activate games or send gifts for a while, for some reason. Family members can share accounts. Steam can misreport online or gaming status. A neighbor and/or family dog could have broken in to use their computer. There's plenty of reasons for why someone'd be on SG or Steam and not be able to activate a gift within the first couple of days.
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Discussions
Deals
Winner won't claim gift
the answer to the question has been posted, but I was curious about how much of a deal this was.
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Maybe the real question was "What's the deal with this person?"
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Are they in the same timezone as you? Maybe they left a SteamGifts.com tab open all night while they're sleeping, or going to work if it's daytime. Maybe their Steam app is temporarily unavailable to them. There could be many reasons that a winner doesn't redeem the gift right away, and you can't force them to. It's explicitly stated in the rules to give time to winners for full 7 days.
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he was online all night
maybe he was having a tv-series marathon and forgot to check sg. ¯\_(ツ)_/¯
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I will leave a message in the winner's Steam profile.
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If you see here that someone is online, it doesn't mean that they are on their computer where they have steam client and can activate games. Lots of people are logged here just via cell phone so they cannot activate games.
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What should I do he was online all night
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