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Locked & not receiving emails

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Iron Jxrdy

Iron Jxrdy

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
Hi,

My main has been locked and i can't recover my account, because i don't receive any mails from you guys to solve it.

I have filled in the account recovery page 1,5 weeks ago, but never heard anything.
Is there anything else i can do to change my email or receive the mails?

It could be that the hacker has changed the email adress, but now i can't recover it.

Can you guys help me?
I don't know what to do

18-Aug-2023 15:04:12

Mr Rey Ray
May Member 2016

Mr Rey Ray

Posts: 6,274 Rune Posts by user Forum Profile RuneMetrics Profile
Hello, I have copy pasted this for you from the support centre.

If you can't access your registered email address, you should try your best to recover it via your email provider. This is important because:

Any email account that you can't access poses a security risk
A secure email account helps keep your RuneScape account secure
The email could be attached to other important accounts elsewhere
If your email is not secure, other people could be accessing it and viewing potentially sensitive information


Recovering your email
To recover your email account, you should follow your email provider’s recovery process:

Microsoft (Hotmail, Live, Outlook, MSN)
Google (Gmail & Googlemail)
Yahoo (Yahoo, Ymail & RocketMail)
Comcast (Comcast.net)
AOL (AOL.com)
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19-Aug-2023 01:41:58

Malua
May Member 2006

Malua

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


When submitting the account recovery, the top 2 boxes on the page ask you to enter an email that Jagex can contact you on. Box 1: enter the email. Box 2: retype the email.

You must put an email you have access to in those boxes.
If you are entering the email you used to have linked with the account, try a different email.
It is certain the hijacker has had access to your email. They have probably put a block on Jagex emails in the settings. Have you checked your email settings? I recommend you change the password to your email also.

Until you start getting a reply to the account recovery forms you won't get anywhere.
If the account is locked, it means nobody is logging in at the moment. It also means Jagex have removed the password and possibly also the linked email to protect the account.

When doing the recovery do not submit the last known password, submit earlier ones. Jagex will not accept a compromised password on a recovery form.
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19-Aug-2023 01:46:11

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