- Less money was credited to the wallet than expected
- Money was debited but did not appear in the wallet
You can add funds to your Steam account wallet through VK Play. You'll find answers to common questions on the top-up page.
To access the page, click the Top Up Steam button on the left side of the VK Play website or in the Game Center.
Less money was credited to the wallet than expected
Funds are credited in dollars, and Steam converts them to your local currency using its internal rate. The "Amount Credited" section provides an estimate, not the exact amount that will appear in your wallet.
The actual amount may vary slightly.
Money was debited but did not appear in the wallet
Make sure you've entered your Steam account login, not your username, when making the payment.
Where can I find my Steam login?
1) Open the Steam client. Click on your username in the top right corner of the main page.
2) In the dropdown menu, select Account details.
If all is correct, wait for the payment status to change to Complete in your bank's app or website. Typically, funds are delivered to Steam a few minutes after the status changes.
In rare cases payments may be delayed. If the funds do not appear in Steam within 20 hours, click the Create request button at the end of this article. Please attach information that will help us track the payment:
- A screenshot of your Steam purchase history showing your account login.
- The payment document sent to the email address you provided during payment. The email came from: sp-notice@bisys.ru
If you can't find the email, check your "Spam" folder as well.
Didn't receive the email?
If you can't find the receipt email, send us the payment document from your bank. You can find it on the website or mobile app of the bank you used for the wallet top-up.
In the document, we need the amount, date, and time of payment in Moscow time. Depending on the payment method, we also need the following information:
Bank card: the first 6 and last 4 digits of the card number;
Fast Payment System (SBP or СБП): the 32-digit SBP transaction number and the name of the bank used for the payment.
Example of a Sberbank payment document:
