chsjahrbksn

So I tried a bunch right away with the wrong details because I could not remember. Then I got my old laptop out and found my folder that housed screenshots from OSB and Runelite that showed the first day of the account. This was probably after 10+ tries to recover so I’m afraid that I locked myself out or something. Idk I feel like I have all the info I need I just need someone to actually look at it and decide for themselves instead of automatically

As I said, the decision is made by someone after carefully reviewing the info supplied, but only after a really low level basic check is done automatically. Feel free to put another request in, remember to focus on factual information (the older the better) - the person reviewing it wants to see you created the account, not just that you have been able to access it in the past.

Good information is things like old passwords (don't put them in the free text box though), contact name, billing postcode, billing type, billing email and so on.

It also helps if you can submit the request from the same location and ISP that you usually use for the account (although we understand that people do move and change providers).

If you think your account has been hijacked recently, don't give the password the hijacker knew as obviously that is weaker information as it's compromised. It also helps if you want to set the original email to the account, again we know that is not always possible, but ...

chsjahrbksn

Please I need some help - my account was hijacked and locked. I've submitted countless appeals to have it unlocked, but they are all auto denied immediately. I truly have no idea what other information I can enter that I haven't already. I even have the first membership transaction datetime and ID.

Please help :(

A fast auto deny is not a good sign, it means the info you provided is such a poor match that it's not worth passing for staff review because it will be denied anyway - this often happens when people try to recover the wrong account, or try to recover an account they did not create, so do check you are actually entering the correct account details

I can see the recovery request was successful - new email set, new pass set, account unlocked and good to go.

SeedIsTrash

I hope you reply, but the problem is I've tried to regain that secondary email multiple times but I cannot. I must have changed the password and forgot too many times to where google says it cannot prove I own it even though it is saved on MY COMPUTER just not signed in. I went to the RS recovery system and provided top info proving this is my account but it said session was invalid and I'm confused by that. I am going to try one more time but if there is any hope in god can you possibly message me privately (on reddit) about this so we can hopefully get this fixed. The secondary Gmail (which I can message privately and prove is mine) on googles end cannot be fixed. Tried over 6 times.... THIS SECOND EMAIL CAN BE PROVIDED

We got your recovery request just before 1am today and it is in a queue. I've had a quick '10 second' look and it seems quite strong, I would expect it to be granted but obviously the person who deals with it will take much longer over it and dig a little deeper into the claim. Right now recovery wait times are pretty good, there are a few hundred in front of you so I'd expect yours to be processed in about 4 hours from now, so you should hear back by early afternoon Tuesday 12 May UK time.

Hey,

Sorry to hear what you've been through, let's get your game account sorted.

OK so you need to submit a manual recovery request to us, the form will ask you for some information, including a new email address you want to set to the account.

Provided everything checks out, we will then send a link to the NEW email address and you'll be good to go.

So (if you can) use the device and ISP you usually use to access your game account, then ...

Head to the email is inaccessible article

1. Scroll down and hit 'change registered email'

2. Scroll down and hit 'update registered email'

3. Type in your log in username when prompted and submit

4. Click the text line 'I don't have access to that email address'

5. In the free text box presented put an email address that is secure and you can access - this will become your new account recovery email. It helps a little if the email you give is the first email used when you created the account, but it can be any address, provided it is se...

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[deleted]

The claims process is for the issues of 26th only, as shown on the contact / claim page ... so that will be why your claim was rejected. I do sympathise but returning items in OS is very challenging, so we have limited the claim period for the issue that had the most impact on the most people, I can't return your Tome of Fire but if you DM me your RSN I'll look at some sort of adhoc goodwill gesture as a compromise.

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[deleted]

Hey, that response is sent when the claim is for a time when the server issues were not happening, as this process is just for that period. The most likely thing is the dates and times you provided on the claim do not match the actual technical issue period, even allowing for some leeway. If you were genuinely caught up in the server issue please submit another claim and double check the info you supply so we can match it against our game logs.

BloomingNC

Hi /u/Mod_Stevew,

I was referred to you by Mod Ash on twitter. I've sent you a DM, regarding my account. I'm offering money to charity even if you just reply to the message, so atleast I know it's not a shot in the dark. I would have made it public but the OSRS subreddit keeps auto removing my post. I hope you can take a look at it.

I don't have your message but if it is about a ban just pop a ban appeal in if it is an appealable offence such as macro.

The_Level_15

My account “The Level 15” was banned about two years ago.

I won’t deny that it was deserved, and I’ve learned from the experience.

I regret it deeply, and have nearly managed to regain the lost stats, minus about seven skillcapes. But, is there any way to make the username available again?

When an account is banned the name remains on the account so essentially gets banned with it (the name isn't actually banned but is inaccessible) - I actually think names should be freed up in this situation (with a few exceptions I won't bore you with). The problem is the ban could be appealed at any time (even years later), and if the account was hijacked and unbanned, it would be a bit unfair to also have lost the name. Leave it with me to think over.

BeastMcFeast

Not sure if you have the time to check for a friend of mine (IGN Jenabelle) who seemed to have been auto-flagged and banned for macroing. I'm fairly certain it was a false positive as he isn't the type of person to do such things. I've attempted to help him appeal through JagexSupport, create reddit posts, but the whole process has deterred him from coming back. It may be a long shot, but maybe I can get him back into the game this way. Thank you for your time.

That account isn't banned

arenalr

My friend is in a similar situation, he was banned for macro'ing and says he honestly didn't bot and I believe him. He's also tweeted at a few mods, made an appeal through JagexSupport, and made a reddit post to no luck. I hate to bother you again, but he's desperate. Is it possible to take a look into the account "Rag Mason"?

We sent your friend a message on 7 March, ask him to check junk/spam folders

davoftw

Holy wow! Thank you so much Steve, we found that his account had infact been taken over by zulrah botters and now has an extra 1.2k kills on his collection log! All his accounts wealth has been cleared out but we're both just so happy he got it back. THank you so much again!!

NP

NP :)

notgaza

thank you, I rejigged what I was doing with this and found the correct account. I'm not confident about the recovery system, I have also just been kicked off my mobile session ( I was trying to stay online so the hacker could not get into my account). Friends online have seen my account online and quickly turning private off too. My email has received a number of requests asking me to to prove ownership by submitting an account appeal. These look very scam email like and I have not clicked on any. I am worried about not being able to differentiate between a scam reply and an official reply to my account recovery (which may not be successful anyway, since I made the account at the release of OSRS and even played for many many years pre eoc on it so the questions are old by now). All in the mean time the hijacker is further locking me out of my account.

message me the rsn but recovery is the way to go, wait times are about 30 mins atm

WailordEX2004

Where do we start? First from censuring the actual issue on the forums to having a conversation with jmods and as soon as you mention management they stop responding back to you. What does it take to get an account back?

Message to runescape upper management:

Why would you let me recover the same account 100+ times? And why would you lock the exact same account, on the same pc, same ip and same everything over and over again? Nothing has changed in over a decade and all of a sudden you decide to lock my accounts and then disable them after many recoveries?

Was this because it happened exactly on December 10th, the day when oldschool runescape was under attack? Did someone hack into your system and cause this to happen so you had no choice but to disable the account? Followed by locking/disabling every other account that logged in afterwards.

Why did you only disable 4/5 accounts and why did you give me one of my accounts back within an hour of it being disabled? Is the reason you can't tell me a solution and give me an answer becasue you don't know how to resolve the issue? As of December 10th every one of my free to play accounts keeps getting locked upon logging into osrs despite me using the same ip address and same computer for the past 10+ years.

Your solution was keep your account secure, followed by keep your computer secure, followed by change your password again just to log into osrs and have my account locked again. I refuse to recover anymore accounts because they might become disabled too since you obviously do not have a solution. Why is it so difficult to help your customer that buys premier membership for 5 accounts each year? Did you leak out my information to someone? Did someone hack into your system and change my account information? I mean this is happening as of December 10th and I have all the evidence I need.

You should help resolve this issue otherwise I won't have any other choice but to go on live television, I will be on the news and I will expose all of this to the public. Then everyone will knows the flaws and weaknesses of the security system + the bot detection system. I've been playing runescape since 2003 and I don't deserve this. I deserve much more respect. If you don't respect your customers then they won't respect you. From dealing with this issue for nearly 5 months I know everything I need to know and it will cause chaos if the information is leaked out in public. It will make your entire company look and bad and that is not something I want to do, that is my last resort.

I don't want any trouble, I just want to resolve this issue. If you help me I'll delete all of my posts, videos, etc. The information that I've acquired dealing with this issue is ridiculous and it's the reason many bots don't get banned and it's the reason many legit players get banned. I've figured out many of the weaknesses of the entire system. Since you didn't want to help me I've wasted 5 months trying to figure everything out. Stop lying to your customers...

It's not fair to someone that has spent years, decades playing this game and then you go out there and just disable their account for absolutely nothing. There are so many cases such as this one while a person that actually bots and even brags about it gets away with a one year ban and that's it. In 2020 you're better off botting than actually being a legit player, literally; which is really sad... What's with the low lvl f2p account locks/bans all of a sudden? I never see any p2p high, med, or low lvl bots banned ever. Why do you use such cheap anti-botting systems? All of a sudden every f2p player is a bot according to your system. If one account gets falsely disabled on the same ip address all of the accounts that log in will get disabled too. What is going on with your flawed system? If one account gets locked on the same ip address all of them get locked as soon as they log in.

So basically the reason you can't even ban modern day botters is because they use proxies and they all have a different ip address so that's why you have so many p2p bots that never get banned. You only ban legit players on p2p because they do not use proxies nor do they use a different ip address on each and one of their accounts. The way you stop botting is by banning f2p accounts. that's your anti-botting software. The way your anti-cheating software works is by banning multiple accounts that are coming form the same address because you assume they are bots and not someone using 5 accounts at once. Not to mention someone hacked into your system on December 10th and you don't want to talk about it at all even tho since December 10th there has been numerous false account locks/bans to multiple users around word.

All I wanted was for you to explain to me why all my accounts kept getting locked hundreds of times. I asked you to fix the issue, yet you've done nothing. Despite me messaging you hundreds of times; you didn't even bother responding back about the issue. This led to my accounts becoming disabled and despite one account being returned to me since it was p2p and a higher level account the other 4 still remain disabled. While all other f2p accounts get locked upon logging into osrs.

I've spend 17 years playing this amazing game, with an amazing community that still continues to play and support you despite all problems were facing. We didn't give up on you but you gave up on us. Look at what you've done to darkscape, funorb (arcanists), chronicle, runescape classic, mobilising armies, and many more. You will not solve problems by ignoring them; Man up and face your problems. It's not fair what you're doing to your loyal veteran players. I hope that you will no longer ignore these serious issues and that you will finally resolve them.

let me know one of the rsn and I'll see why it has been locked for you

davoftw

Hey mate, have tried on twitter to no avail and you've helped me out in the past, my friend "blokezadvice" is banned and tells me he didn't do it, any chance you could have a look into it?

I'll take a look edit: acc is now secured your friend can set a new pass

notgaza

Awesome, quick reply thank you!

I should have been more specific in my original post. I have already done these steps and entered my email address. However no emails are being sent to them, and when I followed the support link in your comment it shows I have an account with only 1hour game time in OSRS. I wonder is this because they changed the email linked to the account which has been hijacked? p.s since I still had access to my account on mobile i've just traded over the majority of my wealth to a friend until the account is secure again.

That sounds like you are not using the right account in the recovery flow, when you are asked for your username provide what you actually use to log in, which is not necessarily your recovery email.

Hi everyone,

Steve here! I can see that there's a number of conversations happening around how we deal with certain behaviour in RuneScape, and I wanted to try and shine a light onto how we go about tackling inappropriate language.

To help position things for you (and introduce myself to those who haven't seen me before), I have been with Jagex for almost 11 years & head up the community safety team as Player Support Manager. The majority of those 11 years have been spent working on our community safety approach, including attending and presenting at conferences within the industry and building relationships with enforcement agencies to continually improve the way we keep people safe online. I’m also a Father of 2 kids, and I am incredibly passionate about keeping players safe & challenging toxic behaviour. I’ve personally been involved in serious issues relating to online safety and I take a genuine interest in every escalation anyone in my team makes.

In relation to the original...

Hey - I'll happily take a look to see what happened here, if we have messed up we'll put things right.

Can you post your character name so I can review the chat incident and your appeal.

jacobwyc

My character name is Mah Nika.

Edit: just letting you know Nika is Sungod/Luffy in one piece :) (spoiler alert)

I wish I hadn't asked.

It's possible that your chat was entirely innocent, but I can also see that context might have been applied in relation to your name choice and other chat incidents in the past.

I'll assume good intent and that this all stems from confusion and misunderstanding, so I've removed that individual offence/mute.

On the subject of confusion and misunderstanding I've also changed your name to MahSungod so everyone can be 100% clear in relation to your intention when choosing the original name.

If you don't like my choice you qualify for a free name change, although obviously you can't revert to the previous name or the name you used back in July 2022.