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Changing contact email

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BerryWeather
Nov Member 2021

BerryWeather

Posts: 77 Iron Posts by user Forum Profile RuneMetrics Profile
my email provider blocked my email account, which means I can no longer log in there and read emails; there are no recovery options available for my email account

my runescape account is linked to that email address which I can no longer access

Therefore I need to change the contact email address for runescape/jagex.

The help says there are two options: change email if
a) the current one can still be accessed
b) the current one can no longer be accessed

Well this is option b) clearly - and the instructions said that I have to file a recovery request, so I did that (even though my runescape account works perfectly fine and doesn't need recovery, I only want to change my email address) last week.

After filling in all the data and sending the form, it showed me a popup that the request will be processed and they will send their reply to my current email address - which I can't access and will never be able to access again, that email is dead!

So if they really have done something (how would I know?), I'll never see their reply. I also checked the "messages" tab in my account settings page, empty.

26-May-2023 07:04:30

Asahel Frost
Dec Member 2007

Asahel Frost

Posts: 16,541 Opal Posts by user Forum Profile RuneMetrics Profile
Hi BerryWeather.

The email address that you put into the first two boxes on the recovery form will be used as the contact email for the recovery process. If the recovery is successful, you will receive a link to reset the password, and when you set a new password, the contact email will become the Runescape account's new registered email address. Glad to be of service :) (Powered by GPP™ - Share and Enjoy!)
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26-May-2023 08:11:06

BerryWeather
Nov Member 2021

BerryWeather

Posts: 77 Iron Posts by user Forum Profile RuneMetrics Profile
does that mean I can use an email address in the form which is not my login? Because the form says I shall enter the current email address (which is the one I cannot, and will never again be able to, access).

Also the form offers very little space to prove that I am me. I can totally prove that, but I need more than a few lines.

I remember which was my first boss pet and my first 99, when I bought my first bond, in which clans I've been guesting over time, etc...

01-Jun-2023 07:42:47

Malua
May Member 2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile
BerryWeather said :
does that mean I can use an email address in the form which is not my login? Yes. You don't need to have the same email for login and registered email. BerryWeather said :
Also the form offers very little space to prove that I am me. I can totally prove that, but I need more than a few lines.

I remember which was my first boss pet and my first 99, when I bought my first bond, in which clans I've been guesting over time, etc... The form is intuitive. It asks for information that is stored on the account that will help prove that you created the account.
Your first boss pet, first 99 etc. is not useful information. While it proves you have had access to the account, it does not prove you created the account.
Same with clan membership. It isn't useful.
The Bond purchase is more useful.

Have a read of the Account recovery denied information page. It has some good tips about the kind of information Jagex want to see on the recovery form.
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01-Jun-2023 08:07:25

BerryWeather
Nov Member 2021

BerryWeather

Posts: 77 Iron Posts by user Forum Profile RuneMetrics Profile
my account recovery was denied

I have not forgotten my password. I only want to change my email because my provider blocked the one which is linked to my runescape account. I can login and play normally, as I have done in the past 2.5 years, both on computer and mobile.

the first time it was denied they said they want the exact date when I made the account so I gave that and filed the request again via the button they provided

I gave the exact date when I made the account, and also the exact date when I added the email address which no longer works but is my login name in runescape

now it was denied again and they want my billing information

but such does not exist, I never paid anything with real world money and I never entered any billing details, I don't even own a credit card (never had one, never want one)

this time when filing the request again via their button, I did it on my phone which is German (because that's my native language) so it sent me to the German site, now I tried there.

I don't know what other info they could want... I can give every info about my gameplay practically from the first day I made the account, when I bought bonds (with gp), even how I made the money for them, when I bought my first premium, which rares I got from events... yes someone who stole my account and played from a certain point might know that but only from that certain point onwards so not from day 1.

04-Jun-2023 21:53:58

Malua
May Member 2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile
A recovery is necessary when the player no longer has access to the registered email. Jagex need proof that you created the account before they will make a change as important as changing the registered email. The registered email holds the front door keys to a RuneScape account, it is very important.

As long as the reply is taking more than 15 minutes to arrive back, it means your form is being checked by a human.
The information you put into 'Other Comments' becomes important in the second stage of recovery when the form is being checked by a human.
If you never paid for membership, you should mention that in the 'Other Comments' section.
Say you bought Bonds and, maybe, the first time you added membership via Bonds.

Other than buying Bonds and redeeming for membership, other in-game activity cannot be used in recovery.

Other information you could put into the Other Comments section includes:
* address changes during the life of the account (town/country only)
* if you are still living at the creation address, say so
* emails you have had linked to the account
* if the account ever had a long period of inactivity (years) you could mention that

One other thing to mention is, if the account has ever been hijacked, you should only include information that pre-dates the hijack. Jagex want to see information from a time when the account was completely secure.

Keep trying recovery. Keep checking the reasons each time and keep tweaking your next form based on those reasons.
Good Luck!
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05-Jun-2023 01:01:09

BerryWeather
Nov Member 2021

BerryWeather

Posts: 77 Iron Posts by user Forum Profile RuneMetrics Profile
well thanks for the tips, I'll keep trying

with the currently open request that I filed yesterday evening, I asked them to please read my forum post because their other comments section only has so little space to give info, hope they do

it's taking more than 15min so indeed probably a human reads my request (that's what I'd hope for anyway)

my account never was inactive, I played consistently since the day I made the account, almost every single day

it also was never hijacked

I'm still living in the same house and still have the same internet provider as when I made the account

the only reason I even noticed that blocking of the email account I linked to my rs account (months after making the rs account using a googleaccount which still works totally fine) in order to get those promised extra 20 bank spaces for adding an email address (which wasn't there when I made the account for runescape) and got "The Real" title, was that jagex recently keeps pushing towards jagex accounts and I probably can't make the transition without a working, linked email address. So if regular rs accounts disappear, I'll have to quit rs into which I have invested a significant amount of my life's time since I started. Yes it's quite addictive indeed.

05-Jun-2023 06:54:35 - Last edited on 05-Jun-2023 06:54:59 by BerryWeather

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