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How to recover an old account

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KamuiKage
Apr Member 2023

KamuiKage

Posts: 1,131 Mithril Posts by user Forum Profile RuneMetrics Profile
So my brother has a really old account and he wants to start playing Runescape again. He has an authenticator on his account, but when he bought a new phone he lost all his authenticator codes. His account is somewhere between 10-12 years old and the email he has connected to that account is just as old and he no longer has access to that email.

He went through the recovery process and keeps getting denied access to a recovery. The only answer neither of us are able to answer is when the exact month and year it was created because it was so long again.

Is there anyone he can get in contact with to get his account back? He has the username and password. He also has all the Runescape transactions he has made in the last 2 years and the confirmation numbers.

Thank You

26-Sep-2022 00:26:20

Malua
May Member 2006

Malua

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


If the account is 10-12 years old, its login is an email.
Is he identifying the account correctly? with its correct email login?

If the account is older, its login is a username (its original display name).
Can he remember how he logged in? with an email or with a username?

Getting the login right is the first major step. If you haven't got the right login, you are failing right at the start line.

Once you have the login, knowing the creation month/year is just one piece of the information needed. If all the rest of the information is correct, it doesn't matter if the creation month/year is wrong.

Payments:
If the account is 10-12 years old, recent payments are not what Jagex want to see.
They want to see payment information from 10 years ago, even if the information isn't complete.
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26-Sep-2022 00:41:39 - Last edited on 26-Sep-2022 00:44:11 by Malua

KamuiKage
Apr Member 2023

KamuiKage

Posts: 1,131 Mithril Posts by user Forum Profile RuneMetrics Profile
He has the correct username and password...he can log into his account up until it asks for the authenticator code. He has access to the account, but we need to remove the authenticator because when he got a new phone he lost the codes.

26-Sep-2022 00:51:01

Malua
May Member 2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile
The only way to disable Authenticator is with access to the registered email.
So, if the player has lost access, they need to do a full 'recovery' on the account to prove to Jagex that they are the true owner. Jagex need this proof before they will make a change as important as resetting the registered email.

Each time he gets denied, he should check the reasons for the deny and try to improve the information he submits next time based on those reasons.

Please post to let us know how fast the deny replies arrive after he submits a recovery.
If we know the answer to this, we can tell how far into the process he is getting stuck and tailor advice.
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26-Sep-2022 00:55:54

KamuiKage
Apr Member 2023

KamuiKage

Posts: 1,131 Mithril Posts by user Forum Profile RuneMetrics Profile
He has been trying to do a full recovery. He said it usually takes about a day for his request to be denied, but there was one time that it was denied in about 1-2 hours.

1. He knows the username and password.
2. He has only had 2 passwords and when he pushes the "add password" button it does nothing and only allowed him to add one password.
3. He added his security questions.
4. When he was younger he bought his membership with Runescape cards, and when he got older he used his debt card and added both of those.
5. We have absolutely no idea the year and month the account was created, somewhere between 10-12 years ago. Though we do know where the account was created.
6. We have the service provider for when the account was created
7. He has moved twice and we tried adding both the times when he moved.

We know basically all the information that is being asked but don't understand why he keeps getting denied.

He has even went and added all the transaction ID from 2020 & 2021 he has made for membership.

26-Sep-2022 01:33:08

Malua
May Member 2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile
Ok, he is passing the first stage and getting stuck in the second.
There is no need to sweat the creation month/year, he has put in enough information to get past that.
The information that is going to swing this in his favour now is the stuff he is putting into the additional information box and the recovery answers (though you said he has entered them).

Additional information should be used to list:
* names of other accounts he owns and plays, if any.
* address changes during the life of the account (town/country only. If he lives in USA, it should be town/state/country)
* emails he has had linked to the account
* any extra notes about the payment history he wants to mention
* reason why he is doing the recovery (though only if space permits as you don't get much space)

Recovery answers don't need to be exact spelling/capitalisation etc. They just need to indicate that he knows what he set.

What reasons is he being given for the deny?
I can separate out the key reasons from the not so key.
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26-Sep-2022 01:52:15

KamuiKage
Apr Member 2023

KamuiKage

Posts: 1,131 Mithril Posts by user Forum Profile RuneMetrics Profile
He has not been putting anything in the "additional comments" but i seen your comment on someone elses thread about adding the extra stuff and I told him to add your suggestions if his lastest request gets denied.

26-Sep-2022 02:05:50

KamuiKage
Apr Member 2023

KamuiKage

Posts: 1,131 Mithril Posts by user Forum Profile RuneMetrics Profile
Original message details are unavailable.
Ok, he is passing the first stage and getting stuck in the second.
There is no need to sweat the creation month/year, he has put in enough information to get past that.
The information that is going to swing this in his favour now is the stuff he is putting into the additional information box and the recovery answers (though you said he has entered them).

Additional information should be used to list:
* names of other accounts he owns and plays, if any.
* address changes during the life of the account (town/country only. If he lives in USA, it should be town/state/country)
* emails he has had linked to the account
* any extra notes about the payment history he wants to mention
* reason why he is doing the recovery (though only if space permits as you don't get much space)

Recovery answers don't need to be exact spelling/capitalisation etc. They just need to indicate that he knows what he set.

What reasons is he being given for the deny?
I can separate out the key reasons from the not so key.

I am at a complete loss to why he cant get his account back, he has filled basically everything out. He put everything you mentioned in the comments above and they still rejected him.

obviously he can not list them all but he has months and months of membership payment confirmations which he did list one and the card that is attached to the account.

The feedback given when he is rejected is
-when was the account created
-if he has moved
-creation country

which he has filled those out, he has moved since creating his account, but he still lives in the same town and he has mentioned that.

My account was hacked 2-3 years ago and the process of getting my account back was wayyyy smoother than his. Again he has all the credit card information attached to his account which should be wayyyy acceptable information.

27-Sep-2022 19:10:22

Malua
May Member 2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile
Those feedback reasons would only apply if the recovery was being denied in under five minutes as that is first stage information.
Are there any other reasons? Do the reasons change from one recovery to the next?

The Dungeoneering skill was introduced in April 2010. Does he remember it being introduced or was it already in-game when he started playing?
He might be able to age his account in relation to the introduction of Dungeoneering i.e. before April 2010 or after.

The key to successful recovery is to link yourself to the creation period of the account, providing information that only the account creator would know.
You must have been able to show that when you recovered your account 2-3 years ago. For some reason your brother is not showing that clear link. He needs to work on the information he is providing. Try to tweak and improve it.
He may be quite close. JMods don't ever say that. It's either complete success or complete failure. They never tell you that you are "almost there ;) ".
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28-Sep-2022 00:36:52

KamuiKage
Apr Member 2023

KamuiKage

Posts: 1,131 Mithril Posts by user Forum Profile RuneMetrics Profile
The information provided from him is almost identical to the information I used a few years ago when I had to recover my account. We started playing around the same time as each other when we were younger. We lived in the same house and had the same internet provider.

I think he changes a few things whenever he submits because he isnt 100% certain on the few questions that are coming back wrong because it was so long ago.

02-Oct-2022 05:41:03

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