Mortally_DIvine

My gut tells me this (the comment you replied to) is bait; but it is a serious issue that support seems to constantly come through social media rather than the website.

Of course, there is a bias due to the fact that most "satisfied" support requests aren't posted all over social media, but currently it's not a good look, IMO.

Not putting any personal blame on ya, just offering some reasoning as to why the above comment may be as upset as they sound.

Cheers!

I get that and thanks for the considered post - we do get 500k contacts a year through our support channels and by contrast maybe deal with 20 things on platforms like this ... I do get the 'hard to contact support' sentiment though

Mortally_DIvine

My gut tells me this (the comment you replied to) is bait; but it is a serious issue that support seems to constantly come through social media rather than the website.

Of course, there is a bias due to the fact that most "satisfied" support requests aren't posted all over social media, but currently it's not a good look, IMO.

Not putting any personal blame on ya, just offering some reasoning as to why the above comment may be as upset as they sound.

Cheers!

I get that and thanks for the considered post - we do get 500k contacts a year through our support channels and by contrast maybe deal with 20 things on platforms like this ... I do get the 'hard to contact support' sentiment though

Peredi

Sure sure, pick and choose which accounts yall help based on amount of upvotes on reddit

What a joke

Every account that submits an offence appeal will be reviewed, I am offering an option to help if this player hasn't used the offence appeal because on the face of it it does look like we've messed up .. so I'd like to put that right.

Peredi

Sure sure, pick and choose which accounts yall help based on amount of upvotes on reddit

What a joke

Every account that submits an offence appeal will be reviewed, I am offering an option to help if this player hasn't used the offence appeal because on the face of it it does look like we've messed up .. so I'd like to put that right.

fanklok

Sorry to bother you but I've tried a few times to recover my original account from back in the day. The problem is it's been such a long time I'm probably not remembering the details of it all properly so it keeps getting denied instantly. If it's possible for you to help can you shoot me a dm and I'll give as much detail as I can. TY either way.

Problem is I can't verify who you are here and any info you give me I can't check (I can't see your passwords as one example) - when you submit a recovery request those things are checked by the system - and we can also see where you are submitting the recovery request from and that can help in the recovery decision process - if your request is denied very quickly that means it has failed the basic entry level checks and would never be accepted even if reviewed by staff - this can happen if you are trying to recover the wrong account so double check that

fanklok

Sorry to bother you but I've tried a few times to recover my original account from back in the day. The problem is it's been such a long time I'm probably not remembering the details of it all properly so it keeps getting denied instantly. If it's possible for you to help can you shoot me a dm and I'll give as much detail as I can. TY either way.

Problem is I can't verify who you are here and any info you give me I can't check (I can't see your passwords as one example) - when you submit a recovery request those things are checked by the system - and we can also see where you are submitting the recovery request from and that can help in the recovery decision process - if your request is denied very quickly that means it has failed the basic entry level checks and would never be accepted even if reviewed by staff - this can happen if you are trying to recover the wrong account so double check that

YungCatgirl

could you update us later on whether the person had already appealed? I personally don't have much trust in the support team's ability to handle cases like this...

Yep sure.

YungCatgirl

could you update us later on whether the person had already appealed? I personally don't have much trust in the support team's ability to handle cases like this...

Yep sure.

MoonerMMC

Customer service through Reddit posts.

That doesn't look right.

He can appeal the mute and probably already has, but on the off chance he hasn't done that I'll help - the service option is available though

MoonerMMC

Customer service through Reddit posts.

That doesn't look right.

He can appeal the mute and probably already has, but on the off chance he hasn't done that I'll help - the service option is available though

That doesn't look right - I assume you have appealed this and if so it has already been sorted (we have no backlog of offence appeals and response times are a few hours), if not you can DM me your RSN and I'll happily take a look.

Edit: I have meetings for the rest of today but will check back after work to see if I have an RSN to go on

That doesn't look right - I assume you have appealed this and if so it has already been sorted (we have no backlog of offence appeals and response times are a few hours), if not you can DM me your RSN and I'll happily take a look.

Edit: I have meetings for the rest of today but will check back after work to see if I have an RSN to go on

In this situation, recovering the account is the only way to set a new email and pass, and then disable Auth via the new email address. When a recovery attempt is denied they should indicate the reasons and information that needs to be improved.

If the deny response comes very quickly, that means the information is so weak that it hasn't even passed a very basic security check - that can happen if you are trying to recover the wrong account. If the response takes a little longer then it is good news, it means it has passed basic checks but is still not quite enough to be granted.

Focus on info that only the owner is likely to know, creation ISP, location, billing history, contact emails, contact postcodes, bill payers names and so on ... and always try to give the OLDEST information you can recall. If you can, avoid giving information that is known to a hijacker, for example the password that the hijacker knows. Submit the recovery request from the device and connection that you m...

In this situation, recovering the account is the only way to set a new email and pass, and then disable Auth via the new email address. When a recovery attempt is denied they should indicate the reasons and information that needs to be improved.

If the deny response comes very quickly, that means the information is so weak that it hasn't even passed a very basic security check - that can happen if you are trying to recover the wrong account. If the response takes a little longer then it is good news, it means it has passed basic checks but is still not quite enough to be granted.

Focus on info that only the owner is likely to know, creation ISP, location, billing history, contact emails, contact postcodes, bill payers names and so on ... and always try to give the OLDEST information you can recall. If you can, avoid giving information that is known to a hijacker, for example the password that the hijacker knows. Submit the recovery request from the device and connection that you m...

See you in game :)

See you in game :)

budabai

48 minutes after getting jagex to work, my mute was squashed. I'm actually incredibly impressed at their response time.

Glad to hear we got it sorted quickly, however it sounds like you shouldn't have been muted at all in the first place - if you are happy to DM me your acc name I'd like to just see what caused that - it might be something I can fix in our systems or if it was a manual mute, provide some feedback to the J Mod who processed the abuse report - ty

Ping me your account name and I'll see what is going on for you

Ping me your account name and I'll see what is going on for you

chsjahrbksn

I understand that and I have submitted from my laptop on my home WiFi with all the info I have. Idk what else I can provide. The character name is “I Am Scoot” idk if you can look into it or not but it would be much appreciated

We haven't had any recovery requests for that account, you are almost certainly trying to recover the wrong account. Most likely by providing the log in for another account