When contacting CCP Support as a Steam user, providing the right information up front ensures your ticket can be resolved as quickly as possible. This article outlines the exact details CCP Support needs, why they matter, and where to find them in Steam.
Tip: Most delays in Steam-related tickets happen because required identifiers are missing. Supplying all the information listed below helps Support verify ownership and investigate issues without back-and-forth requests.
1. Your Steam Transaction Information
For any issue involving Omega, PLEX, EVE Packs, or other paid Steam purchases, Support must verify the transaction.
What to include
Steam Order Number (starts with “P”)
Purchase date & time
Item purchased (e.g., Omega, PLEX pack, EVE Pack)
Payment method (no full card details required)
Steam account name (not your username/password)
Where to find it
Open Steam.
Go to Help → Steam Support.
Select Purchases.
Choose the relevant EVE Online transaction.
Copy the full order details.
For a full walkthrough, see: How to Provide Steam Transaction IDs to CCP
2. Your EVE Account Details
Support needs to correctly identify which EVE account is affected.
Provide:
The EVE username (NOT password)
The character name(s) affected
Whether you log in via Steam SSO or a linked EVE account
Helpful context to include:
When the issue started
Whether the problem happens only in the launcher or in-game
3. Your Steam App ID & Playtime (for Technical Issues)
If your problem relates to launching EVE via Steam, crashes, or unusual behavior, include:
Steam App ID: 8500 (EVE Online)
Approximate recent playtime (helps determine whether the issue began after an update)
For troubleshooting steps, refer to: Launcher Won’t Open / Black Screen
4. Any Steam Account Changes Relevant to the Issue
Some problems occur after making changes to your Steam account. Support may need to know if you recently:
Removed or added Steam Guard
Changed email associated with Steam
Unlinked/linked your Steam login in the EVE Account Management site (if you use a linked login rather than pure Steam SSO)
Changed your country, currency, or payment method
If Steam login stopped working after account modifications, see: Cannot Log In with Steam After Account Changes
5. Diagnostic Information (If Applicable)
For technical support, include:
EVE Launcher logs
Open the EVE Launcher.
Go to Settings → Show in Explorer (Windows) or Show in Finder (macOS).
Attach the logs folder.
System information
Operating system
GPU and driver version
Any recent hardware/software changes
Whether Steam Overlay is enabled or disabled
6. Confirmation of Whether You Contacted Steam Support
Some issues must be handled by Steam Support—especially refunds, failed payments, and store processing errors. If you already contacted Steam Support:
Include the Steam Support ticket number
Summarize their response (if any)
To understand which team should handle your issue, see: When to Contact Steam Support vs. CCP Support
7. Optional but Helpful: Steps You Already Tried
This can prevent duplicate suggestions and speed up your solution. Examples:
Verified game files in Steam
Reinstalled the EVE Launcher
Cleared cache
Disabled third-party overlays
Installed pending OS updates
Summary Checklist (Copy & Paste Into Your Ticket)
When submitting a ticket, include the following:
Steam Order Number (if applicable)
Copy of Steam purchase details
EVE username & character name
Description of the issue and when it started
Any Steam account changes made
Launcher logs (for technical issues)
System specifications (if relevant)
Steam Support ticket number (if applicable)
Steps already attempted
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