When to Contact Steam Support vs. Fenris Support

Lead GM Carbon

Updated May 27, 2026 14:52

Players who launch or purchase EVE Online through Steam sometimes aren’t sure whether an issue should be handled by Steam Support or Fenris Support. This article explains who to contact for each type of problem, with clear examples and guidance to avoid delays.

Use this quick rule of thumb:

Issues with your Steam account, Steam wallet, billing, refunds, or the Steam client → Contact Steam Support.
Issues with your EVE account, gameplay, in-game purchases, entitlements, or technical issues inside the EVE launcher/client → Contact Fenris Support.

Understanding What Each Support Team Can Help With

Steam Support can help you with:

Billing errors or duplicate charges
Steam Wallet fund issues
Steam refund requests
Problems with the Steam client, Steam Overlay, or Steam download
Your Steam account being locked, hacked, or restricted
Issues with the Steam purchase flow before items are delivered to EVE

Fenris Support can help you with:

Missing Omega/PLEX after Steam confirms the purchase
- (See: Steam Purchase Did Not Deliver Omega/PLEX)
Issues logging into EVE Online using Steam
- (See: Cannot Log In with Steam After Account Changes)
Account linking or unlinking between Steam and EVE
In-game issues (e.g., ship losses, bugs, corrupted settings)
Technical issues inside the EVE Launcher or EVE client
- (See: Launcher Won’t Open / Black Screen)
Problems with character services (skill extraction, transfers, etc.)

Quick Reference Sheet

Issue Type	Contact Steam Support	Contact Fenris Support
I bought Omega/PLEX on Steam but it didn’t show up in-game.		Once Steam marks a purchase as successful, Fenris handles its delivery to your EVE account. If the purchase still appears missing: See: Steam Purchase Did Not Deliver Omega/PLEX Include the Steam purchase receipt with your ticket.
My Steam purchase failed or charged me incorrectly.	Steam controls the checkout process and all billing.
I can’t log in with my Steam account anymore.		Especially if: You changed your email You converted your Steam-based EVE account You unlinked Steam accidentally See: Cannot Log In with Steam After Account Changes
The EVE client crashes or won’t launch when using Steam.		This includes: Crashes after pressing "Play" Launcher issues Game not starting after updates See: Launcher Won’t Open / Black Screen
My Steam account was compromised.	Fenris cannot modify Steam account ownership or security.
The Steam Overlay doesn’t work in EVE.	See: How to Take Screenshots & Share via Steam Overlay
I need a refund for a Steam purchase.	All refunds for Steam purchases must go through Steam.
My EVE account is missing items unrelated to Steam purchases.		Example: lost ship, missing assets, corrupted overview.

Steam and Fenris Support can be contacted through the methods described below.

Steam Support

Open Steam
Help
Steam Support

Fenris Support

Visit: EVE Online
Choose the category that best fits your issue.