Have you ever had a bad experience with Humble Support?
Updated with the second response from support.
Might try tomorrow instead so "another" support member might answer.
Thank you to those who took the time to try and help. I honestly don't know what to feel.
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Added what I wrote to support. I also provided screenshots of my bundle page, and me trying to redeem said keys on my account.
My humble account is also linked to steam, so they should be able to tell the games are not on my account.
It is somewhat frustating how they just assumed I trade/sell games, without actually trying to help..
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oh shit, looks like Chloe had a bad day :O
i see nothing against their TOS in your ticket. Personally i never had any problems with humble 😲
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Yeah, this is my second ever ticket.
The first time, it went super smoothly. I needed to refund a bundle with a game that did not have a region lock on the store page.
And support was very helpful. Not this time, however.
Hopefully someone here has a good idea on what to do next..
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Unfortunately you aren't the first to experience that attitude from Humble's support. And there isn't much you can do, unless you should decide to sue them with the argument that gifting isn't trading and gifting is legal. Even by their own terms.
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I have seen this happen on this site once before, but I did not expect it to happen to me.
The one time I needed humble support back in 2016, they were very polite and helped quickly with refunding a bundle which did not have a region restriction applied on the bundle page.
Their assumption instead of trying to help or saying they have no keys to replace is what is disappointing.
I have a question, though.
When they mentioned that "At this time, we will not be able to reset your keys or assist with any future requests for key resets", does it mean that they are no longer going to help with any of my future support requests?
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I can't really answer you that. I only contacted them twice in the past year and my issue was never that my games seemed to be activated already and they never replied with "You are a trader, so nope!". I assume that their refusal will be exclusively related to such issues and they they'll still provide support for anything that doesn't seem "trade related".
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That's fair, thank you for the replies.
I guess I'm still currently worried after seeing their message.
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If they say that you sell/trade keys, then they are really sure about that, try asking them what proof do they need for you to be acquitted
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I'm not sure that would help, but thank you for the suggestion.
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I would agree with Neal, the only thing you can do now is ask for an explanation on why did they mark your account..
If you go this route pls post their answer in here as well since we see a lot more of this kinds of problems with HB support (I never had any problem like this with HB support)
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Asking for an explanation for them would be good, but I fear giving them the wrong ideas about me.
Right now I'm just hoping they made a mistake on their part, or that they did not read my ticket properly.
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Unfortunately if they use a ticket system that is most common it means that your ticket will no longer be viewed as not done (when you got the replay, your ticket was marked as done), at least that is how most ticket systems work.
You can try to explain how you used your keys (DONT MENTION SG, but say gave to brother/sister/friends if you used keys from HB to give on SG) and hope to god they believe you and give you an explanation on why they think you are a seller.
P.S. Someone mentioned you could sue them but I wouldn't rly give that much of a thought since it would take a lot of money from you to do so, and it is a grey area if their ToS can stop you from giving away a game to someone, or trading it.. Since (with the power of ToS) Steam can take a game that you bought from them if they wanted to.. :/
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That is true, it seems. My ticket is indeed marked as done.
Thank you for the help and info, I guess I will have to give that a go.
I definitely don't have the means to sue, so that's 100% out of the window :')
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Oh wow,
I haven't had any issues with Humble Bundle... yet...
Not sure you can do anything about it since Humble will turn into a brick wall now.
Makes me wonder if I ought to link my Steam acc to humble.
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The one time I asked for help in 2016, they have been very helpful.
Honestly, I don't feel very comfortable with using Humble after this experience.
Unless support made a mistake there.
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Well if they do track things then I only hope that they keep a track of the "thank you" notes I have send them in the past and take it into account when reviewing my requests.
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I hope so too. My one support ticket has come with a please and thank you.
Not like it actually will help me, though :')
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Their answer looks like ctrl+c - ctrl+v message. I doubt that anybody even read your ticket. Try to write again. Haven't contact hb support but other support I had to deal with usually respond to first message with some "fuck you, we are not even going to read this".
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That actually helps me to feel slightly better, I hope you're correct.
I worry "Chloe" from the support team is the only person I'll ever be facing.
Do you happen to know what info I should include this time?
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I would write pretty much the same :) I'm not sure what other info could be important. Maybe add that you are not "reseller".
"Chloe" probably was not even a real person. Something like auto-responding machine :) Real Chloe should read next message if I'm correct.
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Thank you for trying to help, given the second support message was not exactly relevant to what I typed, they do not seem to be actual humans. (Their response time was 10 minutes of sending my first message?)
I'll probably try again another day. For now, I'll just have to learn to deal with it.
Thank you.
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Wow. That's professional for sure xD You just convinced me to do some cleaning in old keys - who knows what can happen if they will lie too long. I would rather not contact their support in any case :/
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I did a bit of cleaning myself as well yesterday.
I can only hope that trying to get the "real support team's" attention will help solve the issue.
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Please don't be sorry, you did nothing wrong.
Thank you for the info.
Do you happen to know if these users are denied future support help in the future? (whether its key related or not?)
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If you ever got pinged about on what account the key was used you will see that steam says that no one can get that information. Had a few of those email come to my side when there are key drops in forums etc..
So if HB can somehow get around that part steam is a shit and lying.. XD But since EUs new laws about privacy are getting more sharp I don't think steam would give that info to HB..
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So far, all the other threads have been related to users sending out keys instead of giftlinks, or otherwise indicating that they invited such a response from Humble. (If the situation with your friends was different, it may be worth sharing those details, so a more nuanced idea of what Humble's approach is can be developed.)
This is the first thread I've seen that looks remotely legitimate, in indicating a problem on Humble's end, especially as the OP is indicating a mechanical or security issue with the site, which deserves a proper response regardless of the OP's gifting habits.
Meanwhile, I'm up to maybe my 14th Humble Support interaction as of a couple months ago, and it went as lovely and smoothly as all the rest. The implication that Humble is, in very rare situations only, acting contrary to their well-established user-oriented approach without any basis behind it whatsoever is.. something which invites skepticism.
Of course, you wouldn't know GMG has issues unless you approached them in very specific ways, and IndieGala has flat-out randomly deleted an extremely small number of accounts without justification or cause, so I'm certainly not saying a situation where a company acts unprofessional in a very narrow way isn't impossible.
Then again, those two companies had iffy reputations to begin with, while Humble has always had an excellent one. Means it'll take a bit more consistency and precision in such reports before it's clear to everyone that Humble has an issue of significance. :/
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Thank you for the comment, will definitely take note!
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It's perfectly OK for staff to steal games from any profiles they have randomly marked as traders without any proof. Is what they are actually saying.
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Yup. This is at least the 3rd thread I read about HB behaving like that. They're scammers plain and simple who found a perfect excuse not to honor their part of the bargain ("You're using too many keys, so we say you're a reseller, so screw you we won't even refund your purchases that we refuse to honor")
Therefore:
1) avoid them
2) when you do use them, give as much as you can to charity (I always give 100%)
3) when you do use them, redeem keys as fast as possible, unless you accept that they might be stolen from you in the future by a rogue company who thinks it's okay to refuse to deliver but still keep the cash
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had humble support take 5 months once and had humble support take a week
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So gift links is the way to go in the future?
I guess I'll be doing that next time.
Thank you for the input, veebles!
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Of course, there are also lots and lots of people who will tell you to only do keys and not gift links, because (apparently) gift links can sometimes be deactivated if they're not redeemed within a certain timeframe, while that does not (apparently) happen to keys.
As far as why you are getting the response you're getting, I agree with veebles: Humble is comparing keys revealed with games in your account, and if they don't match, they are assuming that you are trading or reselling keys. Humble does not distinguish between "trading/reselling" and "giving away on Steamgifts", that much we know for sure.
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Will do, thank you for the tip Canis!
Its funny, because I was getting help from them for those few keys getting revealed / redeemed by themselves. So I'd get flagged if they were to use that method to check.
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I've been wondering for a while now if unlinking your Steam account before contacting support would prevent those reactions. Or do they have any other ways of knowing that the keys were activated on different accounts? Of course this would be futile if they're secretly storing such data permanently...
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Welcome to the current humble bundle ... where you lose couple hundred worth of keys ... and they tell you you are key re-seller cause you gave stuff away .
Just dont use that place anymore . it was the best platform to buy games from ... now is the worse shit ever .
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Updated with the second response from support.
Might try tomorrow instead so "another" support member might answer.
Thank you to those who took the time to try and help. I honestly don't know what to feel.
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Best of luck. I just had a similar problem this week, same exact answers (copy pasted to the letter) from a different support member. My account has been flagged too for no reason except that yes I didn't always use the link gift when giving keys away since some of my friends didn't have an HB account at the time.
I hope you have more luck than i did. :(
Just received an email from HB to "rate our support" though, that was delightful to fill...
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It really sours my opinion of them. They know better, so this is just bullshit. Time for a competitor to come along.
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2 previous threads with similar stories:
https://www.steamgifts.com/discussion/BGCkv/hb-glitched-gift-links-wont-be-restored
https://www.steamgifts.com/discussion/0OVYq/humble-bundles-politics-about-givingaway-and-attitude-to-this-important-problem-with-support
And also:
https://www.trustpilot.com/review/www.humblebundle.com
https://reviewopedia.com/humble-bundle-reviews
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Yes, I'm well aware of this and have been following it for some time. It's just a shame that they continue to stand behind their bad policy.
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Sorry to hear about your experiences!
Some thoughts:
1) It's doubtful the same person would be able to respond to your email even if they want to. Every time I have written to HB support, even if it's replying to an email they've sent on the same ticket, I've gotten a different person responding. They apparently keep track of the ticket via their internal system, and just whoever is free to get to the next ticket does so asap.
2) Assuming you've only ever gifted your keys to friends (including friends from the SG community -- though I feel they officially frown on SG'ers, and would leave out mentioning SG in any way), then you can tell them so ("I'm not a trader or reseller"), and ask what is it about your account that makes them believe you are a trader / reseller. It would also help if you can tell them a little more about yourself: e.g. If you buy games from HB because you support indie game developers and want to share with your friends how great indie games can be (vs. big-budget AAA titles churned out by the same old, male-dominated, big game companies), tell them that. If you support game makers who make games with strong female protagonists, and want to share those games with others, then also mention that (I notice two of your missing games are Tomb Raider games). In the US, it's super important to stand up for your individual beliefs -- however, I understand it may be extremely difficult for people outside of the US to feel comfortable doing so (especially if they identify themselves as female or low-caste, simply as physical repercussions might be lethal).
3) As an aside, I have heard of instances where people have said their unclaimed HB pages have been stolen, as hackers eventually brute-force the URL. Same with HB gift links & keys that have been lying around for a long time. If you revealed those keys or gift links a very long time ago, and they've just been sitting in your account like that, then they might have been brute-forced. (Also, did you officially claim the page for that bundle?) If that's what happened to you, you can tell HB that & give supporting links with people who've had the exact thing happen to them -- HB would definitely want to know of systemic problems, and perhaps might even fix it with even longer URL links once enough people have the same problem.
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Thank you for the comment.
I found it a bit fishy that support was able to reply so quickly (1h, then ten minutes later).
Will take note.
I have claimed all of my hb pages, so I'm not sure that may be the problem.
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I've found a security breach on their page security (someone can steal your key) and I told them about this. They banned my support account XD
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Humble Support is terrible. I had so much trouble because of them. They don't properly or fully read your mails and generate a copy paste answer most of the times. After several messages back and forth they understood my problem( which could be solved in 5 minutes if they have read my messages properly) they promised me a refund of 12 Dollars and 1 month of Monthly. After asking them where my Money went they simply replied with "we already sent you the money" which they didnt. After that " i am sorry, upon investigating further basically reading properly we cant give you the 12 dollars."
I was like "wow, that is some bad support with bad practices right here*. Then they sent me a 25% coupon for a dlc for civ 6.
Sorry for the long rant but expect nothing but copy paste answers and dont even believe that they even read your mail properly.
EDIT: Did you ever revealed a key and then gave it away? That is also forbidden. You always need to use the proper "gift to a friend" button
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Wow, I'm sorry to hear that you've gone through that. : (
I guess I have in the past, though I have been using giftlinks more recently.
Thank you for letting me know.
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HumbleValveBundle support 👍
reminds me of idiots acussing people without proof.
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They're quick to brand SG as bad but perfectly happy to take the extra traffic from us as part of their partner program.
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cg should remove the sg referral since they don't support our "trading behavior".
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Not directly but they're being extremely hypocritical. When cg first applied to the partner program he was actually denied. Their changing their stance on that would imply at least acceptance of the site but as soon as they find you have an account here they call you a trader and effectively refuse you support.
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Wow, that sounds a bit hypocritical of them indeed.
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Please express your warnings and opinions on review websites, not just in internet:
https://www.trustpilot.com/review/www.humblebundle.com
https://reviewopedia.com/humble-bundle-reviews
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really know nothing how and why those keys and gift links revealed/generated themselves... :O
but, just like yours, my account have been flagged in the past. after those ninja support emails (2 or 3), they decided my account was good. while i had that flag, can't purchase a single bundle. so was kinda relieved of their decision. still, i understood we weren't friends anymore.
as i view it, you should follow the practical way: if you can't make purchases (kindly) try again with support to remove the flag. if you still can buy, think about that they use simple math: do not buy more than 2 same bundles, 3 is risky, 4 is the way for that flag.
also, wait (a little) for competitors... :D
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Is it possible to know what you said to humble support that got them to change their mind, or catch their attention?
If you're more comfortable posting privately, you could comment on one of my older GAs?
Thank you.
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can remember exactly, robin. but i didn't get "after thorough review, we have confirmed the trading activity" words...
it seems Chloe wrote about "key resets", tho. so forget that.
can you use the site normally, now? you can buy a bundle? if you can't, write again simply explaining why you're not a trader, and that, you too, care about devs. also, that you simply need a functioning (very) humble account, cause you're a gamer.
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Hm. Interesting.
I think I'm more concerned about removing the possible flag on my account atm, the lost keys are less important.
I gave it a try. Was able to buy something from the store with humble credit, and was able to put $0.01 on a random bundle with paypal, for now. Would my account still be okay, aside from not being able to get (general?) support for keys in the future?
And thank you for the help Icaio, its appreciated :')
I'm a little anxious about humble, so this message helps a lot.
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I'm a little anxious about humble
saw that :P
so... it seems you're back in business?? :D
if i were you, i'd consider the case as "resolved". the little rage/anxiety you still have, will flow away.
meanwhile, have fun, buddy!
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I think its pretty obvious I need to learn to chill more :P
My last message from humble is still that 2nd note in the OP, so I'm not sure if I'm ultimately flagged or not.
Or maybe I'm just flagged for key replacement requests and not prevented from the shop?
I hope you're right and that its okay though ;w;
Thank you again for all the help!
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Had this happen before, they reset it for me but told me it is now allowed to trade them away...even though I just told them I'm giving them away for free.
You could try to tell them, that you never traded them but rather gave the leftover games you didn't want to friends instead of wasting them.
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Hm, thank you for the info.
Did getting the attention of the proper "support team" take least 2-3 tries as well?
Wondering what you said in particular that managed to get their attention.
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Can't remember (and too lazy to look for it right now...it's way too late xD) but being nice and understanding helps with that a lot ^^
And I think they answered somewhat quickly, but it's been a while since that happened, maybe that was in the beginning of that chance and they won't help anyone they suspect to be a trader now.
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I will still use humble, but this is a prime example why I never try to bother with supports. I had a different giveaway site before telling me about how I abused their giveaways by creating multiple accounts and entering giveaways with them despite the fact that I couldn't even access my only account and I had used it for less then a week. Most of the support of these sites are copy and paste, or just "I'm richer then you and I own the site so I don't give a fuck about you" kinda deal ;-;
Edit: I mostly blame IGN btw
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It's easy for them to check if you're a trader. Your Steam account is linked to your Humble account. If they go to your Steam profile page using a web browser with enhanced Steam installed, it adds links down the right side of your profile for a number of sites you are tracked on. If they click the SteamTrades link, it will show them that you have a +4 Rep, with people thanking you for the trades you've completed with them.
I'm assuming that's how they are checking up on people that run in to this problem. With them being able to check that, I would think it's futile to argue with them about it. I realize they are yours, and you should be able to do what you want with them, but they claim it violates their TOS so I think you are out of luck unfortunately.
EDIT: Actually, just went through the comments wall on your Steam profile, and there are comments left there for +rep for trades and discussing bundle splitting, so they wouldn't even need to check Steamtrades.
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i wonder how they know, that you are so-called "selling/trading" the keys. do they check ypur profile and compare the redeemed keys on the humble site? it would be interesting if people with private profile settings get the same answer from them. this is just an idea i always have when i see such threads.
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A friendly tip for text based contact with a customer support: Always put your main issue in the first 1-2 lines.
Explanation can come later, but never build up to a conclusion of your problem.
I've worked at a support that was both e-mail (ticket) and phone. I actually got shit for reading mails properly (some of which had bounced back and forth too many times already because my colleagues didn't read them properly) and was told to just read the first few lines and respond accordingly (with one of those pre-made texts that you sometimes personalise a bit).
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Thank you for the tip, I will use that in my future mails with humble.
And any future support based help.
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"Dear Humble, please stop offering bundles that contain repeats, as you always have an automated hissy fit when buyers try to use repeats instead of discarding them unused like you intend."
It's very annoying that they have this weird catch 22 thing going.
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Hi there, sorry for the topic.
Yesterday, I made a quick post asking about help with humble.
I found that my oldest bundle's remaining keys have been revealed or turned into gift links and used.
I am certain I have not touched them. None of my other bundles are affected.
I wrote into support yesterday. This is what I wrote:
and got this reply today, despite providing screenshots of the keys not being able to be activated in my account.
I have never even traded any games, or sold my keys to any sites.
Edit: Their reply after I tried to explain to them my keys are for my own use and for family members only.
And asking them to check that the keys in my account are used in my steam account since my account is linked.
Tbh, I'm fine with not getting replacement keys, but the response "support" has given here is not what I was expecting from Humble.
Might try tomorrow instead so "another" support member might answer.
Thank you to those who took the time to help so far. I honestly don't know what to feel.
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