RuneScape Forum Archive | Where to find?

Jan

2008

Samora Kiba

Posts: 9,252 Rune Posts by user Forum Profile RuneMetrics Profile

Mrs Ana said :

1.

The only kind of account information that a CH will ever ask for is the account's display name . This is needed in order for them to properly liaise with Player Support J-Mods in behalf of the player in question. In certain occasions, there are players that inadvertently provide their login email address without knowing that this puts their account in jeopardy. In this case, you will see CHs advising the players to edit the information out to protect their account. If they do not promptly comply, then the specific post is reported to Forum Help to protect their login information.

There are some occasions (very rarely) that we have been told to go ask for a login name or where we have feedback that you would rather not smear out publically. We try and be as discreet as possible when doing so, but some platforms are more suitable for that than others. In discord or twitter, I can easily privately message people for that and always confirm my identity & tell them where they can confirm it themselves before asking.

When it comes to the forums though, you're very restricted and your only chance for doing something like that privately is hoping you spot them in-game. Even then, it's very awkward to ask for a login email in-game. Having an Fmod sit around until the OP replies so they can instantly hide it is not great either, I'm quite sure those guys sleep every now and then as well

It's not perfect but we work with what we have, and as I said, it happens VERY rarely that such a thing is needed.

P.s. Naturally I get involved

I may have moved my activity more towards the social media platforms, but that doesn't mean I'll let misconceptions grow regarding Helpers and what we do

~Samo

Community Helper

Member of the godless. It's not that I don't want to devote my soul to an RS god, the problem is that I can't find it.

13-Oct-2021 17:09:41 - Last edited on 13-Oct-2021 17:18:33 by Samora Kiba

Mrs Ana

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Thanks for the clarification, Samora Kiba! I completely agree with the fact that it's easier to privately message someone on Discord, for example, in order to be able to retrieve a login username/login email address if needed. The same applies to in-game. I have seen cases where certain CHs haven't been able to publicly help someone here on the RSOFs because of the login username/login email address dilemma and I have provided a specific example on my previous response here

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And yea, about the F-Mod trying to hide those posts. I was just mentioning an example where you'd have a normal player provide you with their login username/login email address in the OP without a CH asking them to because they think it'd help speed up the process. In those cases, I have seen CHs kindly ask OP to remove the details. I myself have done it sometimes and if they don't react, I go to Forum Help because we want their details to stay away from potential hijackers.

I'd like to thank you for your work during the Login Lockout as well, Samora. You were a gem during that difficult time

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Also, when I said Malua is the most active, I was clearly referring to the RSOFs. I have never seen her in Social Media platforms, but I have seen many others, including you and Frost there ^_^

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13-Oct-2021 17:20:23 - Last edited on 13-Oct-2021 17:23:45 by Mrs Ana

2_Tron

Posts: 22,959 Opal Posts by user Forum Profile RuneMetrics Profile

@Samora Kiba, it wasn't really necessary to answer to/address the mentioned small list in the OP, as I was more or less pointing out in the title just as the provided links of The RuneScape Official Forums/Jagex's Support Centre, that Jagex/JMods 'overall' don't share your views written down in these pages.
Somewhere somehow, Jagex/JMods explained towards the public a different view about what a community helper should be to not cause confusion in the minds of those who did read it.

There are community helpers who state their 'special skills/routines' above everything else in their posts towards players of The RuneScape Community giving the impression that they can do a lot more than a player utilizing Jagex's Support Centre the properway. Some aren't always addressing the issue a player does forward in their posts but already go ahead in what a player should have to do, the way community helpers think.

In a lot of cases your 'asking for account information' doesn't necessarily solve the issue for said player or solve anything at all but this 'sensitive information' makes it easier for phishers/scammers/hijackers to pick a target and deploy their abuse.

The 'Login-logout (account restoration) issue' your information was flawed/incomplete/redundant, leading to a lot of frustration and it would had been better to not getting involved in such an issue of that kind of magnitude.
There were at a given time so many 'people' who thought being helpful but did the opposite being unhelpful including having an opinion about an issue they weren't involved into.
My hopes are, for the future, that Jagex/JMods filter out those players who aren't involved for the sheer fact that players who were involved had gotten even more frustration getting nowhere at all.
My hopes are that Jagex/JMods more focus at collecting feedback than they forward people for troubleshooting something Jagex/JMods were having difficulty to solve themselves.

15-Oct-2021 07:48:20

2_Tron

Posts: 22,959 Opal Posts by user Forum Profile RuneMetrics Profile

@Mrs Ana, most of the time you are shooting with the biggest canon to clear the dust. In the future just use a small piece of cloth as it does many wonders.
I am not going to get personal about others.

15-Oct-2021 07:56:22

2_Tron

Posts: 22,959 Opal Posts by user Forum Profile RuneMetrics Profile

@Ashahel Frost, I am happy with your response being the first one to upheld a good standard, community helpers identify themselves clearly to the public and forward to information forwarded by Jagex about community helpers.

Sadly, visiting Discord, there are enough players forwarding their private account information in the questions they have in hopes someone might have an answer.

Having a '@JagexSupport-account' might be handy but on the flip side ... a player with such name might cause confusion if you look at 'jagex-impersonators'.
After a while players forget checking out who is real and who isn't.

15-Oct-2021 08:13:04

Mrs Ana

Posts: 8,998 Rune Posts by user Forum Profile RuneMetrics Profile

2_Tron said :
In a lot of cases your 'asking for account information' doesn't necessarily solve the issue for said player or solve anything at all but this 'sensitive information' makes it easier for phishers/scammers/hijackers to pick a target and deploy their abuse. Where are you getting this information from? If a Community Helper is asking for your display name or login username/login email address (on rare occasions, most likely on Social Media and NOT the RSOFs) , they are doing so because they will escalate your specific concern to Jagex for feedback. From what I have witnessed on threads here, once the specific Community Helper receives a response, this specific response is then shared with the player in question in their thread. This is the process here on the RSOFs.

Let's take a look at this example: Unbanned, but sitll banned?

OP already provides their display name in the first post. This means that when a CH sees the thread, they can simply flag the thread without having to ask OP for their display name. As seen HERE , Malua does that right away. Several hours later, Malua comes back with an update . OP's concern was addressed and forwarded to a Player Support J-Mod for investigation. OP just needed to unlock the account by successfully carrying out an account recovery request. This process, as I am sure that you are fully aware, has to be completely done by the owner of the account.

If the person needs pointers on how to improve their chances on recovering the account, then more help may be provided by Community Helpers or other members of the community, but that's about it. Nothing more may be done by CHs or Jagex themselves after the flag.

In the specific example above, Mod Alex S also decided to step in by responding HERE .

15-Oct-2021 19:23:03 - Last edited on 15-Oct-2021 19:27:01 by Mrs Ana

Mrs Ana

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If Community Helpers didn't ask for a display name for Jagex to be able to identify the account, then it means that a J-Mod would have to come to the specific thread for further details. As we all know, these sub-forums are ran by the community and not Jagex so it'll be extremely hard to see a J-Mod, unless it's the occasional Mod Stevew and most recently, Mod Alex S. The Community Helpers are there to liaise for the other members of the community and that's exactly what they are doing.

Just so you know, a display name is NOT considered sensitive information as everyone is able to see it. Now, for login email addresses, that's a different story and users are able to mask it with a display name. Now, on extremely rare occasions where there is something wrong with the account, then the person in question has no other choice than to share this with a Community Helper to receive assistance. Now, when this is done, it's done through a safe method, i.e., private messaging a Community Helper through Discord, Twitter, Reddit, etc., after the Community Helper has properly identified themselves.

Now, it's also important to know that if a login email address is leaked, it doesn't mean that the account in question will be hijacked. It means that a hijacker may try to continuously send password reset emails to the registered email address on the account. These emails are legit as they will be coming from Jagex. All you have to do is ignore them and never click on any link. You may see Samora Kiba's guide on this here: Password reset Emails [Info] .

All in all, I have never experienced nor personally witnessed any issues or problems with Community Helpers since their introduction a few years ago. As a matter of fact, I actually think that they are doing an excellent job because they are able to constantly communicate with Player Support in order to provide us with the best and most accurate information and help.

15-Oct-2021 19:23:07 - Last edited on 15-Oct-2021 19:27:31 by Mrs Ana

2_Tron

Posts: 22,959 Opal Posts by user Forum Profile RuneMetrics Profile

If Jagex/JMods do want to have answers about some 'RuneScape name or Login name' Jagex/JMods themselves have to create a possibility for said player to give away that information without others having the ability to see what the name is.

15-Oct-2021 19:46:57 - Last edited on 15-Oct-2021 19:47:40 by 2_Tron

Mrs Ana

Posts: 8,998 Rune Posts by user Forum Profile RuneMetrics Profile

2_Tron said :
If Jagex/JMods do want to have answers about some 'RuneScape name or Login name' Jagex/JMods themselves have to create a possibility for said player to give away that information without others having the ability to see what the name is. I think that it's easier for them to do it the way that it has been done for a few years now. As far as I am aware, you are the very first person to question and/or have an issue with this. It has been working excellently and Community Helpers have done an outstanding job liaising for those players in need. Asking for a display name isn't an issue and it's definitely not considered "sensitive information" as everyone else is able to see it.

15-Oct-2021 19:50:08

2_Tron

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Every bit of information 'can be a potential risk' in the hands of others where victims aren't always that skilled in security.
Where all players have to do their effort to keep their accounts safe, making sensitive information invisible when asked, is a little effort from the side of Jagex/JMods.

If you disagree then you do disagree.

15-Oct-2021 19:59:23