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Trewavas
Jun Member 2014

Trewavas

Posts: 28,499 Sapphire Posts by user Forum Profile RuneMetrics Profile
Heya,

This has affected a few players recently. Indeed, I am aware that there were some issues relating to loyalty points, particularly around payouts. It should have been resolved, with you receiving double points as part of your most recent payout.

However, as it appears that you still haven't received them, you'll need to contact billing support through the following link: Didn't receive my Loyalty Points .

They should respond to your query fairly quickly. Hopefully, they'll be able to help you out. :)

11-Feb-2021 23:34:25

Trewavas
Jun Member 2014

Trewavas

Posts: 28,499 Sapphire Posts by user Forum Profile RuneMetrics Profile
In the time since my last post, some more information has been provided, which you can find HERE .

For your convenience, here's the direct quote:

"We're aware some players have not been receiving their monthly loyalty points despite having a continuous membership.

Our engineering teams are currently investigating and working towards a solution for all affected players so that no one loses out.

It shouldn't be necessary to contact us if you've been affected, however more information is available if you need it.

We'll keep you updated as progress continues.



UPDATE 21-Mar

The cause of the issue has been identified and a series of fixes have begun to bring impacted accounts up to date. This will be a gradual process, but we expect all affected accounts to have the correct amount of loyalty points over the next week or two."

If you're still experiencing issues after your account has been returned to you following the lock-out, I would raise the issue with Jagex as part of the 1-to-1 aftercare package.

26-Mar-2021 11:25:32 - Last edited on 26-Mar-2021 11:26:59 by Trewavas

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