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Help removing authentication

Quick find code: 408-409-307-66283141

Flamekid658
Jun Member 2023

Flamekid658

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
I have an older account mid 2000s that during one of my times back I opted in to Google Authentication on the account. I lost my phone associated with the authentication setup so I could not transfer it to a new device. I know the username and password because when trying to login through the launcher it is noted as successful but I get stuck at the PIN prompt screen because I don't have the authentication on my current phone.

Looking at the help articles it said I don't need authentication to login to the website and remove it. However when trying to access the account on this website I'm unable to login with my account username and password. I'm unsure what the email would be since I tried both email addresses I currently have active. Is there anyway to get assistance removing authentication on the account so I can login? I also tried clearing cache and cookies and tried logging into several browsers with no success.

06-Jul-2023 02:31:11

Malua
May Member 2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
Flamekid658


Go to the Disable authenticator support page and follow the instructions under "If you don't have access to your account or email"
You need to click on the 'Lost your Authenticator' hyperlink during the login process.
Either an email will arrive at one of your emails with the link to disable Auth or else you will need to do a "recovery" on your account to reset the registered email.

Maintaining an accessible registered email is important as you need the email to make changes e.g. change password, disable Authenticator etc.
Jagex won't remove Authenticator from your account. You have to do it.

If you have lost access to the registered email, you need to do a recovery to prove to Jagex that you are the true owner of the account.
The recovery enables you to set a new registered email and password and you will then be able to disable Authenticator.
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06-Jul-2023 05:24:16

Flamekid658
Jun Member 2023

Flamekid658

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
I'm stuck at step 1 of If you don't have access to your account or email section. Despite knowing my runescape username or password I cannot logon to the website. It says my credentials are invalid but I know it's correct because when I try logging on through the launcher it asks for 6 digit code tied to the authenticator app. Because I cannot login to your site I'm unable to proceed further. Is there anything else I can do if the website won't accept my credentials?

07-Jul-2023 03:57:38

Flamekid658
Jun Member 2023

Flamekid658

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
Update I got access to my email and reset my password. For some reason after logging in I had to reenable the authenticator. After doing so I logged in with my credentials and entered the pin but it still said my credentials were incorrect. What else do I need to do to login?

07-Jul-2023 04:25:43

Nurses
Aug Member 2023

Nurses

Posts: 473 Silver Posts by user Forum Profile RuneMetrics Profile
Original message details are unavailable.
After doing so I logged in with my credentials and entered the pin but it still said my credentials were incorrect. What else do I need to do to login? This could be due to not having your phone and PC date and times synced. Double check to see if they are! Keep it fun, friendly, and helpful.

07-Jul-2023 04:28:46

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