Jagex support contact

[Kurdain]

Long story but I made my Runescape account probably 15-20 years ago...vaguely remember playing it in a browser and it was a top-down only view.

In any case I played off an on over the years and at one point about 10 years ago I briefly had a membership.

So on Friday the 16th I noticed Runescape was on Steam and a lot has changed so I thought I would check it out.

Recovered password and account. Permanently banned in 2018 for marco'ing.
I wasn't playing in 2018 and hadn't been for years.
This was NOT me.

I appealed the ban, 48 hours response time, but no reply after 5 days and NO where to explain what happened.

I just now requested account recovery but they only give you 300 characters and ask for information about when I created my account...I can't remember what credit card I used 15 years ago or the month/year I created my account.

It is impossible to otherwise contact Jagex short of writing them a letter and mailing it.

TL;DR
Anyone have a customer support e-mail I can contact support with?

Thanks,

[iTzCodes]

I dont think they are in the offices over the weekend, they are all still working from home ( for the majority ) Not sure if this is where you looked before, but here is their support page. https://support.runescape.com/hc/en-gb

[Kurdain]

Thank you and yes I've been to that site a lot, searching for contact information just sends you in circles to various web forms.

I'll give it a few more days.

One thing to note, and I do not know if they bother with these forums, is that they REALLY NEED TO SUPPORT STRONG PASSWORD PRACTICES.

When I was changing my password only numbers and letters were allowed, this is bad this day in age. Including special characters increases password strength by several orders of magnitude (assuming people use good practices also).

Hmm.
As I write this I have several e-mails stating that my password was requested changed...this wasn't me as well unless it is part of the Jagex review process.

[Kurdain]

My account is now locked...I cannot even log in to appeal anymore.

Oh well I'll give it a few days and if nothing I will just uninstall...not worth the hassle.

/sadface

[Kirikito]

Its very rare the system mis detects macros and with recent law cases there is a zero policy so the account I would say is lost to the ban list

[Jimmy Hunter]

Outside of their direct support website, there really isn't any reliable way to hear back besides snail mail.

Jagex has always been incredibly difficult to get ahold of for solving issues like this. They're very strict about rule breaking and expect you to keep track of your account, regardless if you're still playing or not.

Customer Service was never their specialty.

[Kurdain]

Well clearly my account was hacked and used inappropriately.
At the very least they could respond to my request and ask for background information.
I've lived at the same address for the last 15 years so checking to see where the compromised account was being logged in from would be an easy check as it is unlikely the hacker would reside in the same local area as myself.

Assuming they even have records.
But seeing as my account is now locked...oh well I guess.

More disappointed over nostalgia reasons.

[Kirikito]

Originally posted by Kurdain:

Well clearly my account was hacked and used inappropriately.
At the very least they could respond to my request and ask for background information.
I've lived at the same address for the last 15 years so checking to see where the compromised account was being logged in from would be an easy check as it is unlikely the hacker would reside in the same local area as myself.

Assuming they even have records.
But seeing as my account is now locked...oh well I guess.

More disappointed over nostalgia reasons.

Simple put, jagex will not believe you. Many years ago I wasted days playing, binged the game so much as I had nothing else to do that the account was flagged and banned as I mean 24 hours + playing just isn’t right multiple times . Went though appeals and all sorts and it was still denied. I have seen many accounts get hacked and banned, My last GF (yes we can obtain these items on the irl drop list) had her account hacked and banned. Was appealed and all that good stuff however jagex stands by there detection system. Bots ect are not permitted regardless if your using them or someone who has hacked the account has used them. Also how would you physically prove you haven’t logged in?

[Kurdain]

Well, as a person I have better things to do than cheat a game but I also understand their point of view.
That is why I suggested IP location as it would be unlikely the offending party lives near me.
I mean if I lived in Oregon and the IP during the ban was coming from europe it would be pretty unlikely it was me.
Also I never received any notifications in my e-mail that my account was reactivated, banned, abused, logged in, or password changed. This also seems like a red flag.

At the very least they could take 5 minutes and reach out and see what the issue is.

It kinda sucks that a random steam forum offers more interaction than their game or website itself...I couldn't even access the forums to see what I could do as that was blocked also.

/sadface x2

[Kaos]

Back when they started up Botany Bay they mass banned thousands of players lol.
Was funny as hell. Also a really bad mistake. Everyone got 10 spins as apology.

[Martin]

I had a similar experience. Last played about 8-10 years ago, not sure exactly when. Account was banned in 2018 for macroing. In my case I know my email hasnt been compromised so it must have been through Jagex allowing thousands of automated login attempts.

I 'm planning to start a new character anyway but I'm very reluctant to do anything with real life money. Maybe the steam interface will help if I can avoid having a Jagex password/email link. I certainly wouldnt trust them to guard my credit card info.

[Meep Murp]

Originally posted by Kurdain:

Long story but I made my Runescape account probably 15-20 years ago...vaguely remember playing it in a browser and it was a top-down only view.

In any case I played off an on over the years and at one point about 10 years ago I briefly had a membership.

So on Friday the 16th I noticed Runescape was on Steam and a lot has changed so I thought I would check it out.

Recovered password and account. Permanently banned in 2018 for marco'ing.
I wasn't playing in 2018 and hadn't been for years.
This was NOT me.

I appealed the ban, 48 hours response time, but no reply after 5 days and NO where to explain what happened.

I just now requested account recovery but they only give you 300 characters and ask for information about when I created my account...I can't remember what credit card I used 15 years ago or the month/year I created my account.

It is impossible to otherwise contact Jagex short of writing them a letter and mailing it.

TL;DR
Anyone have a customer support e-mail I can contact support with?

Thanks,

I made my account a long time ago and seen RS3 on steam so i downloaded it then i played for a day just get banned for 44 hours because of macro and botting and the customer support just doesnt exist for wrongly banned players

[Friendly]

Probably what happened is someone hacked the account and used it for botting at some point. Either way there is that appeal which you have done and that is it pretty much, Jagex isn't known for excellent customer service and they are zero tolerance on these sort of bans I think so if you're denied you're out of luck.

I would say this though... if your account had high stats you would probably be really lost jumping back into RS now anyway, it is not an understatement to call it basically a completely different game now. You'd be better off starting fresh, I have this issue with my main where I am just completely overwhelmed by what is going on.

[Kurdain]

Well considering by 2018 I wasn't and hadn't accessed the account in years I would say their investigation method is inaccurate.
I've already uninstalled and moved on...more annoyed about being labeled a 'cheater' than anything. BLEH.

It's funny they won't accept incoming mail, said that any further attempts to appeal won't be considered but I can use their support center.

Thanks for contacting us to appeal your ban for the account with the login kurdain and the character name Kurdain.

In your appeal you've indicated that the reason for your ban was for macroing.

Many third party software websites and applications contain keyloggers, trojans and viruses which can put your personal details at risk. Macroing also detracts from the intended experience of RuneScape by also offering an unfair advantage to those that use them. Learn more.

After a comprehensive review of this account there is sufficient evidence to suggest the offence was applied correctly. Our specialist team have reviewed the account and found no evidence of hijacking. If you are worried about your account security, please check out our security advice on the support centre.

We'll be unable to review future appeals for this account and repeated attempts to appeal this ban may not receive a response.

Please understand that our decision is final and that we haven't reached this conclusion lightly. It's important to remember that as described in our terms and conditions, the account creator is responsible for the account's behaviour, so highly encourage you to read the Rules of RuneScape before starting a new adventure to avoid a similar situation in future.

*Please note: This message has been sent from an email address that does not accept incoming mail. If you need further help, check out our online support centre.*

Mod Mazvita
Jagex Support

[DutchArnold]

you were probs like me. I used a macro script i downloaded to mine ores and they stole my account and sold all my crap. probs ended up having my account banned too.
So i start fresh haha

[Kurdain]

No.
I wasn't even playing and hadn't for years at that time and have never used any script/macro.

Oh well.