RuneScape Forum Archive | Malfunctioning/Stolen Account

Kreshlithane

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile

My account, that is nearing 20 years of age, is not letting me login. I can guarantee that I am using the correct last password I set, I write things down (now), and I have my OTP and I can confirm the device it is installed on. I last played my account in late 2018. My account was set up circa 2005 with a username login; however, I was a teenager and never recorded my original membership paid by my now deceased father.

I have been appealing my account and seem to have hit a limit at 20, and now it appears I cannot appeal for my account. However, the only reason for denial is that the earliest membership transaction I can provide is the one I paid for myself in 2018. As my father is deceased, it makes it a little hard to ask him for the original information.

All other sections of the appeal pass, and only the early creation data requirement causes failure.

I have given Jagex my original name and most of the other names of my account, even in cronological order. I have provided my, by far, longest standing password. I have also provided my bank pin, the original and only one I set. I have provided the address I was living at when I created the account. I have provided every zipcode I have lived in for the entire duration of my play, in cronological order with date ranges corresponding to the zip codes. And so much more.

I created Kreshlithane to both test the setup process and to advocate for my account. When I set my password for this account, I attempted to use my old account's password to see how the website treated it and the password did not pass validation. One concern I have is that I am unable to log in to my account because the password no longer meets acceptable criteria; though, generally I would not expect that behaviour. An old password should still work and at most prompt you to update.

Continued below

15-Apr-2023 05:22:07

Kreshlithane

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile

I can see that the account name is still set to what I last changed it to, but password resets are not coming to the email address I would expect, which is the same email where my receipts for payments for membership and other goodies landed (and I can provide the 17 transaction IDs).

I understand that this is just a game; however, I spent a significant amount of time enjoying this world with my father, sister and brother; and this is more than just an account to me. This account strikes a strong emotional chord and is one of the few connections I still hold to my father who passed in 2013, when I first stopped playing. We spent a large amount of time questing and skilling together, so those memories are just part of Runescape to me.

My account has a skill total in the mid 2000's (don't remember the exact number, but I think in the 2700's). My first 99 was smithing with my second 99 being cooking 3 days later accidentally with a lobster on the cooking range in a house south of Falador Park. I was helping a friend prepare to fight the Mole. I acheived 116 smithing right before I stopped playing and was working towards 200M. I realize this detail helps no one here, but hopefully represents the details I can provide when not limited to 300 characters.

15-Apr-2023 05:22:40

Kreshlithane

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile

I am happy to provide a wealth of information (including my father's death certificate and my certificate of executorship to handle his estate as proof of identity and relationship), all my emails that may have been associated prior, or anything else; but the appeal form and 300 character limit do not seem sufficient. These systems are failing a rightful creator and owner of a Runescape account. I don't care if everything was stolen, my character is the only thing that matters to me. I can even provide my brother's, sister's and father's account names; whom my father also paid for membership, as we all played together. I believe my siblings still access their accounts and would be able to confirm my account. I was the one who got all of us into playing Runescape in the first place.

I just hope someone reads this any can provide some help as I am feeling broken hearted and defeated. I am the original creator and owner of this account, so I will continue trying to find an avenue to someone who will listen.

15-Apr-2023 05:22:53

May

2006

Malua

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

Hi there

Kreshlithane

How quickly does it take to get the deny reply?
Less than five minutes? more than fifteen minutes?
If we know the answer to this, we can work out how far into the recovery process you are stuck as recovery is a two stage process.

2018 payment information on a near 20 year old account is not useful.
While you might not have old transaction IDs or the old credit card number, you would still know who paid, how they paid and the payers postcode and email .
Try submitting that very old payment information instead of the recent payment information.

Don't submit the Bank PIN. It cannot be checked. Bank PINs are so secure, even JMods cannot access them.

Look your account up in the High Scores (both RS3 and OSRS). Accounts only appear in the High Scores if they have been active within the past three months. Recent activity would indicate a hijacked account.
If you can't see it in the High Scores, look it up in RuneMetrics and you might get an idea about whether or not the account has been active since you last played.

Do not submit in-game achievements or activity in the 'Other Comments' box.
Other Comments should be used to list:
* names of other accounts your family owned and played from the same address back when you created your account.
* address changes during the life of the account (town/state/country only).
* If you are recovering from the original address or original home town - say so!
A very short note about when your account went inactive and when you started playing again. Your fathers death, although very saddening, isn't very important in this situation and should not be mentioned as it wastes space in your 300 character limit.

Does the login error say your account is locked or is it just saying the login/password is wrong?
If your account is locked, submit a different email. Don't submit your old 2018 email as Jagex might suspect it is compromised.

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15-Apr-2023 06:22:55

Kreshlithane

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile

Hey Malua, I deeply appreciate the time you spent on this and this is helpful.

1) The recovery denial takes hours (not longer than 24, but not instant). I know the rough year I created it and then bounded the month against when I started dating a particular person who also started playing with me. It seems to me that I pass auto-rejection and make it to a person.

2) 2018 info is not useful (that is fair, but it gets me through the first stage). As for the unrecovered payment details, I have given the Who, Postcode, and Email. As for the How, I assumed credit card, but I do not know with 100% confidence. I also saved his old cards for occasions in his estate, so I have the card numbers and have given, what I consider, the most likely. I have submitted this in the other details section. I can try a different card.

2a) I have also started an email account transfer-of-ownership request with the email company. I am not sure what my chances are when I get that completed, but I thought I might find the email itself. Maybe too old and purged.

3) Bank Pin: I got desperate. I will not waste characters with that.

4) I had checked the RS3 hiscores and the player was not found, but I had not thought to check OSRS seperately, however, also no return.

4a) BRILLIANT on the RuneMetrics call. This shows no activity since I last played. Thank you, this brought a lot of peace just being able to see my character and skills intact.

5)a] I have collected the account names of my family members, but I believe I have not submitted them yet. I am guessing there is a cool-down timer on appeal.
b] I will continue to list town/state/zip. I was in college across my state and then returned home, so I tried to capture redundant, but recurring addresses, as I moved home after to take care of my father.
c] I have moved out of state and not played in my new location, however, I might have my old home IP address recorded somewhere.
d] I only really mentioned his death to indicate I cannot ask

15-Apr-2023 12:53:34

Kreshlithane

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile

6) As for the login, it just says "Your login or password was incorrect"; however, I am 100% confident in the password.

Then there is the issue of password resets not coming to my email. But you have given me a few ideas. There are 3 previous emails I used prior to this one, but I considered them unlikey to be used. All 3 are now inaccessible to me and one was my college account. I really doubt I didn't update my email.

15-Apr-2023 12:57:01

May

2006

Malua

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

1) You are definitely making it through to the second stage of recovery and your form is being seen by a human. As this stage, the information you put into Other Comments becomes really important. Also, if you set recovery questions/answers, that will be useful in stage 2.

2) Credit card numbers only need to be the first 6 and last 4 numbers on the card.

6) If you want to check the login, you could use the 'Contact Us' button on the Forgotten login support page. This isn't doing a recovery, it's just to confirm you have the right login.

You could read what it says about emails on the Not receiving emails support page.
If your account has remained secure since 2018, it is very likely your old 2018 email is still registered.

Has your account ever been hijacked in the past?
If it has, make sure you only submit information that pre-dates that hijack. Jagex want to see information from a time when the account was completely secure.

Take note of what reasons you are being given for the deny and try to improve your next attempt based on those reasons.
Jagex are happy for players to try recovery as many times as they want. The only thing they ask is that you wait for the reply to the current recovery before you send the next.

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15-Apr-2023 13:32:41

Kreshlithane

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile

Awesome

!!

I did set recovery questions and appear to be answering them mostly correct, they sometimes accept them and sometimes do not, but I had to figure out if I used abbreviations or spelled them out. Apparently did not write that down. For sure I am going to write EVERYTHING down going forward (I keep a little book in my safe).

I will make sure to use your advice on credit cards, and that will save characters.

I will go ahead and check my username; however, it is based on a nickname my brother gave me when he was too young to say my name, and then I used parts of my real name to supplement it. Despite being confident in my original username, it would be dumb not to check.

Unfortunately, I did read the email page during my appeals and none of that advice was able to resolve getting password resets. I am worried I registered it with my college account, but I will just give them that info too.

I have never had my account compromised and this is my first recovery attempt ever. I have just always remembered my username and password even after long breaks. The password I am using is my longest set (at least since around 2007 to 2009), and maybe original password.

Ya, the only hurdle left for the appeal is the early account creation data, so I am getting something wrong there. All the other section pass.

Thank you so very much for your replies! I feel this is going to help me be more targeted in my recovery and reduce character waste.

15-Apr-2023 15:33:16

Jan

2008

Ladyolake

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

Hi Kreshlithane,

Have you contacted your college to see if they would allow you to access that email for a period of time?

I have seen here on forums where people contact colleges and are allowed access to the email for like 48 hours. Although some people say colleges let them other say they do not. It probably depends on which college you went to, but it is worth a shot.

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

16-Apr-2023 00:43:39

Kreshlithane

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile

Hey Ladyolake, that is a great idea!

I think the college was supposed to let us keep our addresses, and I did link my college email to my Xbox account. The weird this is that I log in to an identical address as the one I had in college, maybe the same one, and is only has 1 welcome email, like it is brand new (and it has been that way for a few years. I went to college a bit ago.

I am off this week for the birth of my daughter, so I will have some time. I will for sure give them a call and see if that lead gets me further.

Thanks again! I really appreciate all the help and ideas

17-Apr-2023 07:53:08

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