Have you seen this Support centre article?
If you don't provide anywhere near enough info, you will be denied, and the only way for you to recover your account is to go through the account recovery system.
https://support.runescape.com/hc/en-gb/articles/206666629-Account-recovery-denied
Sounds like your account maybe frozen until the membership used, that you "bounced" is paid. This article may be of use: https://support.runescape.com/hc/en-gb/articles/360000940597-Unpaid-balance
Yep, Mod Krax got me sorted out over email and I have the 5th bond now.
Thanks for addressing the support centre resources!
all good - glad we didn't actually scam you :P
Yep, Mod Krax got me sorted out over email and I have the 5th bond now.
Thanks for addressing the support centre resources!
all good - glad we didn't actually scam you :P
Thanks for the feedback - that was unintentional. The Support Centre has been updated to include some additional troubleshooting advice and now directs the player to the Manage purchases form if they're still stuck. Appreciate you flagging this. I hope it's sorted now.
Thanks for the feedback - that was unintentional. The Support Centre has been updated to include some additional troubleshooting advice and now directs the player to the Manage purchases form if they're still stuck. Appreciate you flagging this. I hope it's sorted now.
Well...lovely to see some proper encouraging comments on here (and a few other interesting ones!). Thanks for posting. This was the result of a multi-team effort across RS3 & OSRS Content, Marketing, Community Management, Player Support, The CEO and other Execs, and I couldn't do it without the fab support of my colleagues.
Stuck in the 80's, I'm not (though perhaps my dad jokes are!), oh, and it's Kelvin, not Kevin (and I've had that all my life lol).
As a community, you keep us honest, and after nearly 17 years at Jagex, I couldn't imaging working anywhere else - your collective zeal and passion for OSRS (and RS3) is what keeps us going all these years, and I'm happy to do what I can to help keep this great game going!
...waits for inevitable baiting... :p
Read moreWell...lovely to see some proper encouraging comments on here (and a few other interesting ones!). Thanks for posting. This was the result of a multi-team effort across RS3 & OSRS Content, Marketing, Community Management, Player Support, The CEO and other Execs, and I couldn't do it without the fab support of my colleagues.
Stuck in the 80's, I'm not (though perhaps my dad jokes are!), oh, and it's Kelvin, not Kevin (and I've had that all my life lol).
As a community, you keep us honest, and after nearly 17 years at Jagex, I couldn't imaging working anywhere else - your collective zeal and passion for OSRS (and RS3) is what keeps us going all these years, and I'm happy to do what I can to help keep this great game going!
...waits for inevitable baiting... :p
Read moreI'm willing to pay even more if Jagex improves their support and anti-cheating team :)
Bit harsh...
Our Customer Satisfaction rating continues above the industry average (of 81%) at 87% Satisfied - that's from those who actually use Player Support, and we introduced Ban Appeals to give those hijacked at the time of the ban the opportunity to get their accounts back if they actively want to play.
We know Account Recovery is a pain, and we're actively working with tech teams to improve it.
On anti cheating - we've actually doubled the team in the last 2 years and seen the bot numbers halve in OSRS - and game engine are working on additional improvements to bot detection - as OSRS is on an older game engine than RS3, it's easier to bot, and harder to catch them - hence why we put more people into it.
Read moreI'm willing to pay even more if Jagex improves their support and anti-cheating team :)
Bit harsh...
Our Customer Satisfaction rating continues above the industry average (of 81%) at 87% Satisfied - that's from those who actually use Player Support, and we introduced Ban Appeals to give those hijacked at the time of the ban the opportunity to get their accounts back if they actively want to play.
We know Account Recovery is a pain, and we're actively working with tech teams to improve it.
On anti cheating - we've actually doubled the team in the last 2 years and seen the bot numbers halve in OSRS - and game engine are working on additional improvements to bot detection - as OSRS is on an older game engine than RS3, it's easier to bot, and harder to catch them - hence why we put more people into it.
Read moreI'm willing to pay even more if Jagex improves their support and anti-cheating team :)
Bit harsh...
Our customer satisfaction rating from those who contact us is 87% satisfied (versus 81% industry average). In addition, we introduced Ban Appeals, giving those hijacked at the time of the offence who actively want to play, a route in.
We know account recovery is a pain, and we are working with tech teams to improve it.
On anti cheating - we actually doubled the team size in the last 2 years, in order to place more time on OSRS bots - as it's on an older version of the game, it's easier to bot, and harder to detect - though engine are working on improvements to bot detection tools for us currently. As a result, we've seen bot numbers almost halve, and they continue to be driven down.
We've also been a part of the Ingegrity project - working with Sween and others to make changes to reduce exploits, and targetting high level toxic behaviour by taking out the most disruptive players.
There's always more to do, and we're on it.
Read moreI'm willing to pay even more if Jagex improves their support and anti-cheating team :)
Bit harsh...
Our customer satisfaction rating from those who contact us is 87% satisfied (versus 81% industry average). In addition, we introduced Ban Appeals, giving those hijacked at the time of the offence who actively want to play, a route in.
We know account recovery is a pain, and we are working with tech teams to improve it.
On anti cheating - we actually doubled the team size in the last 2 years, in order to place more time on OSRS bots - as it's on an older version of the game, it's easier to bot, and harder to detect - though engine are working on improvements to bot detection tools for us currently. As a result, we've seen bot numbers almost halve, and they continue to be driven down.
We've also been a part of the Ingegrity project - working with Sween and others to make changes to reduce exploits, and targetting high level toxic behaviour by taking out the most disruptive players.
There's always more to do, and we're on it.
Read moreI love that you rewrote you post to be more PC and yet didn't delete the original lol...
not that - there was a reddit backlog and it meant that it disappeared when i first posted it, so i wrote it again and it did the same thing lol
I love that you rewrote you post to be more PC and yet didn't delete the original lol...
not that - there was a reddit backlog and it meant that it disappeared when i first posted it, so i wrote it again and it did the same thing lol
Let me say a few things, as Director of Player Support here at Jagex. Personal attacks on any member of staff are not wanted, abhorrent and quite sad. Every staff member at Jagex does the best they are able. We have constraints, and work through these continually. I'm open to critique of support service and our infrastructure, but have no tolerance for the personal attacks which happen all too regularly. We talk of the integrity of the game - in my opinion that should extend to how employees are treated, and how employees treat players.
Whatever you may think of Infinity, I'm sad to see him go, and I've worked closely with him for many years. You have no idea of the time and commitment he has always put in, and the extent to which he has always sought to ensure that the whole community's needs and wants are at the forefront of what we do.
I'm expecting the usual vitriol, all I'd ask is that you bear in mind that behind every personal attack is a person doing their job for you,...
Read moreLet me say a few things, as Director of Player Support here at Jagex. Personal attacks on any member of staff are not wanted, abhorrent and quite sad. Every staff member at Jagex does the best they are able. We have constraints, and work through these continually. I'm open to critique of support service and our infrastructure, but have no tolerance for the personal attacks which happen all too regularly. We talk of the integrity of the game - in my opinion that should extend to how employees are treated, and how employees treat players.
Whatever you may think of Infinity, I'm sad to see him go, and I've worked closely with him for many years. You have no idea of the time and commitment he has always put in, and the extent to which he has always sought to ensure that the whole community's needs and wants are at the forefront of what we do.
I'm expecting the usual vitriol, all I'd ask is that you bear in mind that behind every personal attack is a person doing their job for you,...
Read moreHi - you have, Player Support sent you a message to your message centre on 6th July at 14:24 UK time, though i can see you've not read it yet. That explains what has happened. Thanks
Hi - you have, Player Support sent you a message to your message centre on 6th July at 14:24 UK time, though i can see you've not read it yet. That explains what has happened. Thanks
What is this? This is referencing the recovery I GAVE, not the hacking one.
"I've taken some time to look over your account and the course of events that occurred, I can confirm that any person to have submitted an appeal was able to provide us with information which included transaction ID’s, CC details, contact details and recovery answers.
Please note that the creation information for the account was also provided, including creation date, and furthermore the appeal was submitted from the same location as the creation location of the account. "
You need to check this again because it sounds like this was the recovery attempt that I used to secure the account giving these details, not the one that was from the hacker.
That inbox message explains the hijacking. TLDR is that the hijacker had a host of strong info (enough to say that they were the original owner of the account...), and that was the basis of them gaining control of the account. No smackdown...just what has happened, plain and simple
What is this? This is referencing the recovery I GAVE, not the hacking one.
"I've taken some time to look over your account and the course of events that occurred, I can confirm that any person to have submitted an appeal was able to provide us with information which included transaction ID’s, CC details, contact details and recovery answers.
Please note that the creation information for the account was also provided, including creation date, and furthermore the appeal was submitted from the same location as the creation location of the account. "
You need to check this again because it sounds like this was the recovery attempt that I used to secure the account giving these details, not the one that was from the hacker.
That inbox message explains the hijacking. TLDR is that the hijacker had a host of strong info (enough to say that they were the original owner of the account...), and that was the basis of them gaining control of the account. No smackdown...just what has happened, plain and simple