Gabe Newell responds to fan emails every once in a while. This time, it was a support ticket, and he resolved it.

Reddit and Steam user that_earlyguy had lost access to his account and proceeded to send a Steam support ticket. The support team didn’t get back to him in over a week, so he decided to try his luck with Valve CEO Gabe Newell.

He posted screengrabs of the whole thing imgur too.

Here’s the first email he sent Gabe:

He later received a reply from the man himself:

Two hours later, he received a reply from the support team with the steps needed to get his account back, which prompted him to send a thank you email and ask for Gabe’s blessing to post the whole story on social media.

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Gabe had no problem with it and sent him this:

It’s really heart-warming to find someone from any company’s high-ups take time to deal with user issues, but it certainly doesn’t excuse Steam’s notoriously late support replies.

Thanks, Kotaku.