mazrim_lol

Your message is cryptic and includes my appeal for what info they had, there is no way they had my jag guardian answers or transaction IDs (my email was secure).

Then why was instant access given when a pin was pending, and why was my 2-factor ignored? What is the point of the 2-factor when it was bypassed instantly.

We did say in the inbox message they had credit card info and transaction IDs, I'm afraid, as well as a great deal of other information. It does look like you've had a serious amount of information compromised.

mazrim_lol

Your message is cryptic and includes my appeal for what info they had, there is no way they had my jag guardian answers or transaction IDs (my email was secure).

Then why was instant access given when a pin was pending, and why was my 2-factor ignored? What is the point of the 2-factor when it was bypassed instantly.

We did say in the inbox message they had credit card info and transaction IDs, I'm afraid, as well as a great deal of other information. It does look like you've had a serious amount of information compromised.

mazrim_lol

I mean I want to know where they got all this information jagex says they have on me?

Not from me directly via my email as that has been secure, I haven't mentally let jagex off the hook yet for having lost my data internally...

We didn't lose any info. The appeal came in with all the info we have mentioned, and was identified as the owner based on that info. I am unable to see how the info was compromised - there are many suggestions on this thread. Best advice is the that given on the Support Centre.

mazrim_lol

I mean I want to know where they got all this information jagex says they have on me?

Not from me directly via my email as that has been secure, I haven't mentally let jagex off the hook yet for having lost my data internally...

We didn't lose any info. The appeal came in with all the info we have mentioned, and was identified as the owner based on that info. I am unable to see how the info was compromised - there are many suggestions on this thread. Best advice is the that given on the Support Centre.

Hi - please take a look at this page of the Support Centre: https://support.runescape.com/hc/en-gb/articles/207217595-Hijacked-account

Hi - please take a look at this page of the Support Centre: https://support.runescape.com/hc/en-gb/articles/207217595-Hijacked-account

russellpk

Hey how’s it goin? Hopefully you can help! OSRS name is Russellpk - my plan was to purchase 1 month of membership and 1 bond.

I used to play RS and recently came back to learn about bonds. Trying to follow the steps on a YouTube page. I accidentally used the bond for 14 days of membership instead of my initial reason for buying the bond, was to sell in-game for GP

Now I’m left with no GP and on top of that it didn’t even give me the extra 14 days. I still only have 30. If you can take off the 14 days and give me the bond I’d appreciate it. I have the receipt/card info/confirmation email.

The Support Centre is your friend - click the link in the top right hand corner of the RuneScape Page (or on the left menu on OSRS), enter your search term in the search box (in this case 'bonds') and you'll see a list of relevant articles - to save you time, here's a link to the page you need to contact us about your Bond query:

https://support.runescape.com/hc/en-gb/articles/207126079-Bonds

russellpk

Hey how’s it goin? Hopefully you can help! OSRS name is Russellpk - my plan was to purchase 1 month of membership and 1 bond.

I used to play RS and recently came back to learn about bonds. Trying to follow the steps on a YouTube page. I accidentally used the bond for 14 days of membership instead of my initial reason for buying the bond, was to sell in-game for GP

Now I’m left with no GP and on top of that it didn’t even give me the extra 14 days. I still only have 30. If you can take off the 14 days and give me the bond I’d appreciate it. I have the receipt/card info/confirmation email.

The Support Centre is your friend - click the link in the top right hand corner of the RuneScape Page (or on the left menu on OSRS), enter your search term in the search box (in this case 'bonds') and you'll see a list of relevant articles - to save you time, here's a link to the page you need to contact us about your Bond query:

https://support.runescape.com/hc/en-gb/articles/207126079-Bonds

Hey there,

Mod Kelvin from Player Experience here. It seems like there’s a bit of confusion going on regarding your account. No worries, I’ll do my best to clear this up!

I can see that your account was accessed by a third party, following which it was banned. It looks like you then regained access to your account (good to see!) and attempted to appeal the ban. However, in your original ban appeal, you didn’t supply the right information for the account in question, which resulted in a response from us explaining that your ban appeal didn’t lead to an existing account with a ban:

'You're receiving this email as you've recently tried to appeal a ban, however the information you've provided doesn't link to a RuneScape account that has been banned.'

It seems you may have misunderstood this and thought that the account you’d regained access to didn’t have a ban. It seems like a simple confusion regarding the wording in the email. 😊 I can see that you’ve since submitted a further ban a...

Hey there,

Mod Kelvin from Player Experience here. It seems like there’s a bit of confusion going on regarding your account. No worries, I’ll do my best to clear this up!

I can see that your account was accessed by a third party, following which it was banned. It looks like you then regained access to your account (good to see!) and attempted to appeal the ban. However, in your original ban appeal, you didn’t supply the right information for the account in question, which resulted in a response from us explaining that your ban appeal didn’t lead to an existing account with a ban:

'You're receiving this email as you've recently tried to appeal a ban, however the information you've provided doesn't link to a RuneScape account that has been banned.'

It seems you may have misunderstood this and thought that the account you’d regained access to didn’t have a ban. It seems like a simple confusion regarding the wording in the email. 😊 I can see that you’ve since submitted a further ban a...

S3nosrs

What does addressing “toxicity in game” mean, that’s very vague I don’t want to get muted or banned for telling someone to fuck off lol

Also “hide poll results” means we want them hidden until voting ends, that’s all

Also authenticator delay should be essential

There are a few comments about the definition of toxicity - apart from the obvious serious community safety stuff, we're interested to know from you, what are the most toxic things that disrupt your gameplay - in the survey we'll be sending out, we will really dig into this to understand it in detail.

S3nosrs

What does addressing “toxicity in game” mean, that’s very vague I don’t want to get muted or banned for telling someone to fuck off lol

Also “hide poll results” means we want them hidden until voting ends, that’s all

Also authenticator delay should be essential

There are a few comments about the definition of toxicity - apart from the obvious serious community safety stuff, we're interested to know from you, what are the most toxic things that disrupt your gameplay - in the survey we'll be sending out, we will really dig into this to understand it in detail.

Mods Kelvin, Dave L, Abb, Tyran, SteveW, Sammy & Balance will be here over the next couple of hours to answer questions & respond to your feedback about Customer Support in RuneScape.

Mod Kelvin's Customer Service Blog Post Here: Mod Kelvin's Blog

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raywj1993

Why don't Jagex offer compensation membership to players when it is impossible to log in to the game as its not our fault, yet we still lose multiple days due to server disruption?

If our servers caused the issue, we would consider it, but I think you're referring to circumstances beyond our control and not of our making. Also, to my knowledge, servers/worlds haven't been down for days, rather minutes?

Tremor2k7

Why hasn't jagex taken action against known hacker "haci" ? this person has been involved in many hacking's ruining people's hard work.

we have, and do. On a more general point, we're putting more effort and resource into detecting hijackers, and hijacked accounts than ever before. There's still a long way to go, but we're getting there

[deleted]

[deleted]

Cheesydude - we'll certainly take a look! I'm not sure I want to open another channel of contact - we're a small team, and it's best if players can come to us via the support centre - http://services.runescape.com/m=rswiki/en/Support_Centre

[deleted]

Too bad this is jagex customer support, we dont get any support :(

we are working on infrastructure changes to reduce the impact of dc'ing