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Can't access main account

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Lousy RNG
Apr Member 2023

Lousy RNG

Posts: 5 Bronze Posts by user Forum Profile RuneMetrics Profile
Alright, 4th attempt at this not including the million or so I've tried on the automated systems. I got a new computer seeing as my old one stopped working and haven't played the account in around 7 months. My username was Amber IV. I can't get it to send me an email because it's either on an email I haven't had in years (Earthlink) or its not registering my current main email, which I thought it was under one of these. Is there ANY way I can speak to a real, living person and not a computer? I have my security questions available and everything but last time I typed them in on the automated system I got an email saying it was instantly denied the second I sent it in. Now, I realize its been many years since I set those up but I know what they are so perhaps the system needs it to be right on the spot? I also attempted to contact someone with the 48 hour wait time expected and 5-6 days later, nothing, not a reply at all.

I'm not trying to come off as rude here but I'm getting frustrated with this 'service' I just want to play my main again.. I can even provide people on the friends list if that helps at all proving it's mine. Please don't refer me back to the automated systems, I just want to talk to someone, not a robot.

15-Apr-2023 09:00:42

Malua
May Member 2006

Malua

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


The problem with your old recovery questions is they aren't the main proof used in the recovery process. The key information for recovery is the creation information: Creation month/year - Creation ISP - Creation location - Creation Password - earliest Payment information.

An instant deny is a bad sign. It means one or more of the following:
* you haven't submitted the correct login and are mis-identifying the account
* you haven't submitted any correct old passwords
* you aren't in the creation country and are trying to recover from another country
* you are recovering while using a VPN
* your information about the account is severely lacking or left missing from the form

Friends on the friends list is not useful information. It only proves you have had access to the account, not that you created it.

Look at the above list and try to work out which point/s is the problem. If none of the first 4 points are relevant, it has to be the 5th point. Which means you need to work on the information you are submitting.
Ask family members if they can help remember. They might remember the creation ISP or when you started playing.
Have a read of the Account recovery denied information page for some tips.

You won't be able to talk directly to a JMod about this as the recovery system starts with a computer check at the first stage before it moves on to a JMod. JMods will not have seen your recovery yet and cannot give you a free pass through the system without you providing sufficient proof.
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15-Apr-2023 09:48:34

Lousy RNG
Apr Member 2023

Lousy RNG

Posts: 5 Bronze Posts by user Forum Profile RuneMetrics Profile
I just noticed the reason I can't login, seems it was hacked. I know for a fact that I did NOT have 117 Thieving last time I played but the score when looking it up from here says it has level 117 in it. I was around 72 when I stopped. What do I do with a hacked account?

15-Apr-2023 09:51:10

Malua
May Member 2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile
Lousy RNG said :
What do I do with a hacked account? Do a recovery and block that hijacker!

Do not submit the last known password as it is compromised and Jagex will no longer accept it.
Do a review of your email and device security before you start, in case someone else has access to them.
Work through the 'Protect your email address' and 'Secure your device' instructions on the Security tips support page.
The rest of the instructions should be followed after you recover your account.

Submit a different email to be the new registered email as your old email might be suspect.

Once you prove you are the true creator and owner of the account, Jagex will then track the other player back to their main account and take action against them for hijacking your account. Account hijacking is one of the "unforgivable" offences.
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15-Apr-2023 09:59:56

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