RuneScape Forum Archive | Need clarity to unlock account

Mar

2023

Junhugie

Posts: 2,333 Mithril Posts by user Forum Profile RuneMetrics Profile

Basically, I wanted to get back to playing my OSRS hardcore ironman (ironhugie), but the email I made it with was my alma mater's alumni account which is discontinued.

The account got locked because I made too many incorrect guesses for my login via the mobile app while I had my VPN engaged. I actually found what I am pretty sure is the current password, because when I check the laptop I usually play it on (this one), the password my browser has stored is from Fall 2020 (back during COVID when I was playing it a ton).

I cannot simply reset it because the email I use for my username no longer exists.

I have gone through the appeal process several times for, like, a month and a half

but despite having:

1) payment information via my Apple ID for *EVERY* membership purchase I made for that account, including the last four digits of the debit card Apple ID used, and literally doing all this on exactly the same phone with the same touch ID I do to play my main now

2) relative certainty of the creation date (before 2020; I made it and then left and then picked it up some time later during COVID

3) what is probably the current password (maybe not, but it is saved as a password on my laptop

4) the exact devices I played it on in 2020 (iPhone, my Macbook pro running Bootcamp)

5) paying for membership on this account (my main Junhugie I'm posting with) in I'm pretty sure is *exactly* the same way I payed for my membership on Ironhugie in 2020

My information is still not good enough for an email reset. Several appeals.

And yes, I read the reasons why it is rejected, and I do seem to be making it to manual review.

I'm pretty frustrated and would appreciate talking with an actual human for help, even if its just a forum mod. Maybe I am inputting data wrong?

I obviously can't do this for security reasons, but its extremely frustrating for me to literally be able to screenshot what should be more than enough evidence, and end up short. The account name is Ironhugie.

12-Mar-2023 00:31:34 - Last edited on 12-Mar-2023 00:34:40 by Junhugie

May

2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile

Original message details are unavailable.
The account got locked because I made too many incorrect guesses for my login So, you don't know the login?
Or did you make too many incorrect guesses of the password?

If there is doubt about what the correct login is, use the tools on the Forgotten login support page.
You will need to use the 'Contact Us' button on that page. You will get direct help to identify the login and they will reply to the email you send from.

If you know the login but are having problems with the password and getting a current email registered, you do need to persist with account recovery.

If the deny reply is taking more than five minutes, it means you are submitting a correct password (no correct passwords would earn an instant deny).

If you are making it to the manual review, it means you need to start focusing on what you are putting into the 'Other Comments' box.
Other Comments should be used to list:
* names of other accounts you own (so Jagex can crosscheck ownership links)
* address changes during the life of the account (town/country only. If you live in USA, it needs to be town/state/country)
* emails you have had linked to the account
* additional payments you want to mention
* maybe put the reason why you need to do the recovery (get the reg. email up to date)

Are the reasons for the deny always the same or do they change a bit?
If you want to copy/paste the reasons in here, we can make some comments about them that might help.

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12-Mar-2023 04:58:39

Jan

2008

Ladyolake

Posts: 7,111 Rune Posts by user Forum Profile RuneMetrics Profile

You may also want to try to contact the university and see if they will unlock the email for you.
i have seen this happen before where univerisity would unlock for 48 hours etc.

either way,

good luck The richest person is not who has the most. It is who Needs the least.

12-Mar-2023 11:44:18

Mar

2023

Junhugie

Posts: 2,333 Mithril Posts by user Forum Profile RuneMetrics Profile

I've gone through the email reset appeal enough to get the "Other Comments" type response several times.

But--once I reach that point--no matter how much more information I give, I havent been able to get farther than that.

And as the actual "Other Comments" part doesnt change, I'm not sure if the additional information I'm giving is helping my case or making it more suspicious, just because I'm not sure of things like:

the information about transactions I have from Apple Pay, like the order ID, being the same thing as the transaction ID Jagex wants

if what I am *pretty* sure is my account creation date being accurate (as I do remember creating and playing on Ironhugie awhile before COVID)

if extra guesses as to information I am not *sure* of are reducing my credibility if I misremember a few things

etc etc

and ofc I am typing this on the same computer I made the account on, and am looking through the same iPhone that I did mobile with and paid my memberships for back during COVID

it is incredibly frustrating

12-Mar-2023 18:24:54

Mrs Ana

Posts: 9,010 Rune Posts by user Forum Profile RuneMetrics Profile

Hey, Junhugie.

The only way to retrieve such account is by correctly filling out the information that Malua has shared above. Unfortunately, if you are constantly being denied, it means that you are not providing sufficient and/or accurate information pertaining to the account in question in order to convince Jagex that you are indeed the account's creator.

You may also read the Account recovery denied Support article for further assistance. Only the owner of the account is capable of recovering it.

14-Mar-2023 17:15:11

Mar

2023

Junhugie

Posts: 2,333 Mithril Posts by user Forum Profile RuneMetrics Profile

Mrs. Ana, thank you for your response. I am indeed both the creator and owner of the account, and always have been.

I mean, its not "proof", but Ironhugie was the name chosen for a OSRS HC Ironman since Junhugie was my RS3 main for over a decade before I made Ironhugie.

Something that might help you help me: There are several details regarding the original account creation I have and can input, but I'm not 100% confident of all of them. Like, what my older (and probably original) password may have been, stuff like that. I have the icon for OSbuddy still since it was widely used/kosher at the time, even though its shut down now. I'm pretty sure of the month/year, too.

What happened is that I made the account a few years prior to COVID, and [mostly, perhaps entirely] stayed F2P. I only got really into the account in COVID, and all of the best information I have is clearly from then since I spent so much time on it as many of us did during COVID lol. More memories from that period, so to speak.

I have a lot of solid hunches about my older password from account creation. Should I include it even if it might be wrong? Given that the email address I used is more or less defunct, would there be other ways to find helpful information on my computer related to that account? I'm on the same computer.

If I need more information, that is fine. I'll probably have to do more detective work, so a list of "smaller" details that would help me verify I created the account if I can find them would be appreciated.

Thank you!

14-Mar-2023 17:37:34

Mrs Ana

Posts: 9,010 Rune Posts by user Forum Profile RuneMetrics Profile

Hey, Junhugie.

You should include whatever you think may aid you in recovering the account. There is no limit as to how many times you can try to recover it. Just try to enter the best information possible by following the advice that has been shared with you here. Even if it gets denied, you'll get an email with suggestions on how to improve on your next attempt. Keep trying.

17-Mar-2023 17:15:50

Mar

2023

Junhugie

Posts: 2,333 Mithril Posts by user Forum Profile RuneMetrics Profile

Mrs Ana, thanks for helping me out/your replies. I've done some digging the past few days and would appreciate some input:

I've called the provider of the email registered to the locked account, and they confirmed that it no longer exists. I then verified this by attempting to send an email to it and got a "message failed to deliver because the recipient email account does not exist", as expected.

As such, I'm assuming that I will have to complete this appeal without access to the transaction IDs Jagex sent me. Is that correct?

And--hide this reply if you need to--the account I am currently using/playing/posting with that I've had for over 10 years [Junhugie] is also registered to that email.

It obviously hasn't always been that email, but that defunct email hasn't posed a problem for me with this account as I sign in with the username and know the password.

I'd like to change the email as soon as possible. I know far more about this account than Ironhugie, including older passwords and stuff from over a decade ago, but I'm a bit wary due to what happened with Ironhugie. Beyond checking with Hans and remembering some older passwords, what sorts of information should I include for Junhugie to ensure this account doesn't get locked as well?

21-Mar-2023 18:55:54

Mrs Ana

Posts: 9,010 Rune Posts by user Forum Profile RuneMetrics Profile

Hey again, Junhugie.

In order to succesfully retrieve your account through an account recovery request, you must provide enough information and details that show/prove to Jagex that you are indeed the account's creator. Unfortunately, only YOU possess the information and ability to retrieve it. All we may do is give you ideas on what kind of information they are looking for, but without the actual, correct information, the account recovery request will not be accepted by Jagex.

Please follow the advice below:

1. Read Malua's response above . It's very descriptive on what you should include on your recovery attempt.
2. Read the Account recovery denied Support article for further guidance.
3. Read the feedback provided by the Jagex Moderator when they sent you an email. You'd have to click on "More Info" to see what kind of feedback they have provided. This is very useful because they are trying to help you improve the chances on your next try.

I know it may sound repetitive, because it actually is, but that's the only way to recover the account.

21-Mar-2023 19:07:27

Mar

2023

Junhugie

Posts: 2,333 Mithril Posts by user Forum Profile RuneMetrics Profile

Mrs Ana,

Let me clarify:

I am not asking for you or anyone to give me my correct account-specific information.

I am asking what *kinds* of details that Jagex cares about that are not *specifically* listed in their recovery appeal except for "other information you can put in the text box at the bottom".

So, information that I have that is account specific that is *NOT* limited to transaction IDs, old passwords, etc etc.

An example from Ironhugie: the appeal denied emails I get for that account suggest that *ONLY* details from around the time of account creation will help. I assume that this implies that not even mountains of evidence of my ownership of Ironhugie matter if they are from two years after I created the account. As such, including them would be pointless, even if they are 100% accurate. Is that correct?

That's the sort of question I was asking.

21-Mar-2023 19:27:47

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Need clarity to unlock account