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ssjbaby
Mar Member 2024

ssjbaby

Posts: 450 Silver Posts by user Forum Profile RuneMetrics Profile
so my friend changed his phone number and he has a AUTH on his account he sent jagex 20 times sayin he cant log on he submitted all correct info jagex denied him sayin they can only investigate if the account was hijacked how does he remove the AUTH he changed his phone number he has every single correct info to from card to recovs ect they still denied him

09-Oct-2023 01:31:59

ssjbaby
Mar Member 2024

ssjbaby

Posts: 450 Silver Posts by user Forum Profile RuneMetrics Profile
he has access so when he follows threw with this they ask for passes recovs all the info and its all correct then he gets a email back saying we can only investigate this if he has been hijacked and denied his request this is what they sent him



Thanks for contacting us about your issue.

Please be aware that we're only able to investigate your report if you suspect that your RuneScape character may have been imported to a Jagex account by a hijacker.

Before we continue with your request, please reply to this email confirming that you've been through the steps in this article and that your issue remains. We'll then review your request and get back to you as soon as possible.

If you're experiencing an unrelated issue, please head to our RuneScape support centre.

— Yesterday at 8:17 PM yet every peice of info they asked for was correct

09-Oct-2023 12:53:26

Malua
May Member 2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile
He has contacted Jagex from a very specific page in the Support Centre.
He only needs that page if he enters his login and gets the "No account could be found" error message.
Is he seeing that message when he tries to log in to his account?

If he is not seeing that message and is able to enter the login and then get asked for his password and Authenticator, then he should not be contacting Jagex through that support page.

Is his email still linked to the account?
Has he checked?
Has he tried requesting a password reset?
If his login is still active (meaning no no account could be found error message), he should try the instructions on the Password Reset support page.

Doing a Password Reset will allow him to set a new password and even a new linked email if he wants. Once he has completed the pass reset confirmation, he should be able to disable the Authenticator through his email.
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09-Oct-2023 13:24:49

ssjbaby
Mar Member 2024

ssjbaby

Posts: 450 Silver Posts by user Forum Profile RuneMetrics Profile
so he has full access to the account current pass etc. the email is linked he tried that as well he just cant log on because it asks fort he auth code he enters every piece of info they asked current old passes recovs and any other personal info they still rejected him he tried a password reset didn't work

09-Oct-2023 16:16:15

Ladyolake
Jan Member 2008

Ladyolake

Posts: 7,111 Rune Posts by user Forum Profile RuneMetrics Profile
but he should be able to take the authenticator off if he has access to registered email.

when you go to your account page on runescape homepage.
you click to have the authenticator taken off.
then jagex sends you link you click to registered email.
you click it and it takes the authenticator off.

then he can set the authenticator up to his new phone number. The richest person is not who has the most. It is who Needs the least.

09-Oct-2023 21:26:13 - Last edited on 09-Oct-2023 21:26:56 by Ladyolake

Ladyolake
Jan Member 2008

Ladyolake

Posts: 7,111 Rune Posts by user Forum Profile RuneMetrics Profile
can he log into his account section to see if the registered email looks like his?

if he can, and it does then check the support center for not recieving emails and
try to go thru the tips there.

he may have to do a recovery and put in a new email. using gmail as it has less
issues than other emails when dealing with jagex email.s


he MUST get an email that 1- is registered to the account and 2nd will let jagex emails thru. The richest person is not who has the most. It is who Needs the least.

12-Oct-2023 03:26:16

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