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Possibly, but server-access problems do not automatically create a refund entitlement. For a Steam purchase, the normal test is whether you request the refund within 14 days and have less than two hours of counted playtime. If either condition is missed, you can still ask Steam to review the case, but approval is discretionary.
How Steam evaluates the request
Steam’s standard game-refund policy has two conditions: the request must be made within 14 days of purchase, and the game must have less than two hours of playtime. The policy applies to PUBG: BATTLEGROUNDS purchased through Steam. Steam counts online, offline and shared-library playtime, so time recorded from any of those sources can affect the decision. See Steam’s Common Refund Questions for the stated limits.
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| Purchase timing | Recorded playtime | What the standard policy means |
|---|---|---|
| Within 14 days | Less than two hours | The request fits Steam’s published standard criteria. |
| Within 14 days | Two hours or more | The request falls outside the standard criteria because of playtime. |
| More than 14 days old | Less than two hours | The request falls outside the standard criteria because of purchase age. |
| More than 14 days old | Two hours or more | The request falls outside both standard criteria. |
Meeting both limits does not require you to prove that the servers were down. It simply places the request inside Steam’s stated refund window and playtime limit.
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Why a server connection failure is not an automatic refund
Steam’s published policy does not state that an outage, failed connection or inability to reach a game server automatically qualifies a player for a refund. A connection problem could involve a broad service incident, an account-specific restriction, or a local network or device configuration. The policy pages do not establish which of those is affecting any particular player.
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Steam does allow customers to submit requests outside the normal rules for review. That is an opportunity to explain the problem, not a promise that the refund will be granted. Steam also notes that consumer law in some jurisdictions may provide additional rights when a game is faulty. Those rights depend on where you live and the facts of the case; the standard Steam policy alone does not determine them. The current policy is available at Steam Refunds (last updated April 23, 2024).
Confirm that Steam is the right support channel
The purchase channel matters. If you bought PUBG: BATTLEGROUNDS on Steam, submit the payment and refund request to Steam Support. PUBG’s own help article says that payment issues occurring on Steam must be handled by Steam Support; it was updated March 19, 2018. The article is at PUBG Support: How do I apply for a refund?
This route is specifically for a Steam transaction. A purchase made through another storefront has to follow that storefront’s policy and support process instead; do not send a Steam receipt to PUBG Support expecting PUBG to issue the Steam refund.
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How to submit the request
- Sign in to Steam Support. Use help.steampowered.com and sign in to the account that owns the purchase.
- Open the purchase-support flow. Select the PUBG: BATTLEGROUNDS transaction and choose the option to request a refund or obtain help with the Steam purchase.
- State the access problem plainly. Explain that you cannot access the game’s servers. Include when you bought the game and the playtime Steam currently records.
- Add useful troubleshooting context. Include the exact error message, when the connection failure began, whether it happens every time, and the basic network or device checks you have already tried. Do not claim that the entire PUBG service is offline unless you have reliable evidence for that specific period.
- Submit the request even if you are outside the limits. Steam can review an exception request, but describe it as a request for review rather than an automatic right to a refund.
The most useful explanation separates facts from assumptions. “I cannot connect from my account and device” is a supported description of your experience. “The servers are definitely down for everyone” is a broader claim that requires evidence you may not have.
What information to include
A concise, dated account gives Steam a way to evaluate the transaction and the access issue together. Include:
- the Steam account used for the purchase;
- the purchase date shown in your Steam transaction history;
- the current playtime shown by Steam, including any shared-library use;
- the date and approximate time the server-access problem occurred;
- the exact on-screen error or disconnect message;
- your platform and the network or device steps you attempted; and
- what outcome you are requesting: a refund under the normal rules or an exception review.
Keep the description factual and avoid inflating the playtime or changing the purchase date. Steam’s records, rather than an estimate in the support message, are what matter for the standard thresholds.
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How to interpret the three common situations
Both standard conditions are met
If Steam shows a purchase inside the 14-day window and less than two hours of counted playtime, submit the request promptly. The server-access explanation can clarify why you are not able to use the game, but you do not need to establish a platform-wide outage to use the standard refund process.
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1Repair Windows errors before they cause bigger problems2Fix the driver behind crashes, sound loss and screen glitches3Clear out junk files and repair common Windows errorsOnly one standard condition is met
If the purchase is recent but playtime has reached two hours, or playtime is low but the purchase is older than 14 days, the request is outside Steam’s normal criteria. You can still submit it and explain the inability to connect. Steam may review the circumstances, but neither the connection failure nor the single satisfied condition guarantees approval.
Neither standard condition is met
An older purchase with at least two hours of recorded playtime is outside both published limits. An exception request is still possible, particularly if you can describe a specific, persistent access problem and provide dates and error details. Treat the outcome as uncertain until Steam responds.
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Do not confuse a refund request with a server diagnosis
The refund process does not determine why the game is unreachable. A failed connection can be limited to one account, one computer or console, one network, or one period of service. The available policy information does not verify live server status, identify a current outage, or diagnose your setup.
That distinction improves your request: report what you observed, preserve relevant error text, and explain the steps you tried. If Steam needs more information, it can ask for it. Avoid presenting an unverified outage theory as proof of a refund entitlement.
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What happens if Steam approves the refund
Steam says an approved refund is normally issued within a week. The money can go to your Steam Wallet or back to the original payment method. Some payment methods do not support returning funds to the original method, in which case Steam may use the available alternative described in its policy. The timing and method information appears in Steam’s refund policy.
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A refund removes the basis for continuing to use the refunded purchase under Steam’s normal terms. Wait for the support decision and follow the instructions in the confirmation message rather than assuming that submitting a request has already returned the money.
If the request is denied
A denial means Steam did not approve that submission; it does not establish whether the connection issue was caused by a broad outage or a local problem. Read the response for any requested information or appeal route, then reply with concrete dates, the recorded playtime and the exact access symptoms if Steam invites further clarification.
If you believe consumer-protection law in your jurisdiction applies because the game is faulty, identify your country or region when communicating with the relevant support channel. Steam’s policy acknowledges that some jurisdictions provide additional rights, but it does not list one universal rule that overrides the 14-day and two-hour standards everywhere.
Bottom line for PUBG server-access problems
For a Steam purchase, request the refund through Steam Support. A purchase less than 14 days old with under two hours of counted playtime fits Steam’s published standard criteria. If your purchase or playtime is outside those limits, still explain the server-access problem and ask for a review, while treating approval as discretionary. PUBG Support directs Steam payment matters back to Steam, and neither support page promises an automatic refund solely because you cannot connect to the servers.
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