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Need Help Recovering Account

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01-Feb-2023 16:08:19

Mrs Ana

Mrs Ana

Posts: 9,010 Rune Posts by user Forum Profile RuneMetrics Profile
Hey, BlackXMoney.

How long does it take for the account recovery requests to be answered? It is within minutes or does it take half an hour or longer? If it takes minutes, then it means that most, if not, all of the information that you are providing is either insufficient or completely incorrect. If it takes longer than that, then you are providing somewhat correct information but not enough to prove that you are the owner of the account. Knowing this would allow us to see how far along you are during the account recovery process.

In any case, you'd always receive an email from Jagex with the details as to why it was denied. They also provide further details on what to include on your next attempt. You should read those emails for further assistance. In the meantime, you are also able to head to the Account recovery denied Support page for additional help regarding your concern.

01-Feb-2023 16:22:24

BlackXMoney

BlackXMoney

Posts: 11 Bronze Posts by user Forum Profile RuneMetrics Profile
Hey Mrs Ana,

It takes between 24-36 hours before my requests grt denied. I have read all e-mails and adjusted my provided answers accordingly. However, the only feedback I get is regarding information I have already provided in the Request, most of which I know for a fact to be correct. (When and where the account was created)


I have read all available documentation, it is of no further help to me since I know what information I'm supposed to be providing and to my knowledge I provide all of that correctly.

I can even provide payment details (dates, exact times, amounts and what I purchased) and still my requests grt denied. I would just like to hear how I could prove that this is my account, the generic response e-mails from Jagex don't provide enough information anymore.

01-Feb-2023 17:05:29

Mrs Ana

Mrs Ana

Posts: 9,010 Rune Posts by user Forum Profile RuneMetrics Profile
That's a good sign because you are passing the first automated stage of the recovery process. Now, you should focus on the details that you are entering in the additional information box:

• You should list the display names of any accounts that you may have;
• Any email addresses that are linked to the account;
• You should list any changes in addresses throughout the life of the account; i.e., you should list town and country only. If it's in the United States, the format should be town, state and country.
• Any other notes regarding payments on the account that are relevant.


What are the reasons given for the deny? Do they differ from one to the next?

01-Feb-2023 17:23:37

BlackXMoney

BlackXMoney

Posts: 11 Bronze Posts by user Forum Profile RuneMetrics Profile
Thanks for your reply.

The reasons for the deny (advised data to enter in the last field) are:
Creation Month (Already a standard field, 100% correct)
Creation Country (Also a standard field, 100% correct)
Creation ISP and Current ISP (Standard field, 80% sure correct might have been on 4G)
Transaction Details.

My problem is that the transaction details I provide take up all 300 characters (reference and description of the 3 transacrions I did)

So to provide any of the other information again I would have to remove the transaction info which I can't enter elsewhere.

There is a standard field for changes in address already. The display name of the account is sent by Jagex on any failed request, would thst really help? There is only a single e-mail linked to the account. Appreciate the tips but not sure if it would improve my changes of an approved request.

01-Feb-2023 18:09:58

Malua
May Member 2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile
BlackXMoney
, I just want to add some notes to the replies you are getting from Mrs Ana.

dates and times of the transactions I made to Jagex. (From my bank)
- Those dates and times won't necessarily match. The matching date/time is what is seen in the email you can't access. :(

You should list the display names of any accounts that you may have
- That means other accounts you own, so Jagex can crosscheck ownership links.

Are you submitting the recovery from your home address? If you are elsewhere (at work, on holiday etc.) wait until you return home.

The deny reasons you posted (creation month/creation country/creation and current ISP) don't make sense if the reply is taking 24-36 hours. If they were going to fail the recovery for those reasons, you would receive a deny within 5 minutes.
Were there any other reasons given?
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01-Feb-2023 22:06:56

Twillow
Aug
fmod Member
2005

Twillow

Forum Moderator Posts: 49,500 Sapphire Posts by user Forum Profile RuneMetrics Profile
Please do not provide your personal email in a public space, for security reasons. I'm quoting your post with that information deleted.


BlackXMoney said :
Hello,

I'm trying to recover an account I created a little over 2 years ago but all 6 my requests have been denied.
I lost access to the registered e-mail (Hotmail that I created just for Runescape and didn't login on after that) and my phone with the authenticator app was stolen. I can still login but can't provide the authenticator code and thus can't play. I'd like to have the registered e-mail changed so that I can play again.

Information that I'm fairly confident I have provided correctly:

-Registration password/Current password
-Location where I created the account (Same house I currently live in)
-Month I created the account
-Transactions made for this account (3 in total)

Still all my requests have gotten denied. The only information I'm not sure of is the transaction e-mail since I used Ideal. However I did provide dates and times of the transactions I made to Jagex. (From my bank, not sure if there was more information in the confirmation e-mails since I can't access those anymore. I'm filling in the requests from the same device I created my account from.

I'm currently at a loss and don't know what else to try. I'd like for a Jmod to take a look at my requests (especially the latest) since I think this should be enough information.
[snip of personal email]


I really want to play Runescape again but starting a new account feels like too much of a drain. If anyone could be of assistance it would be greatly appreciated.
@Twillow_RS

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02-Feb-2023 01:26:17

BlackXMoney

BlackXMoney

Posts: 11 Bronze Posts by user Forum Profile RuneMetrics Profile
The reply I received was:

Creation Details

The only way this account can be linked to the rightful owner is through early creation information.

We need some of the following details that can be entered into the 'Other Details' section of the Appeal form:

-When you created the account (MM/YYYY)
-If you have moved state/country, (let us know from where to where)
-Creation Country (Country + State if you're appealing from the US)
-Creation and most recent ISP (Internet Service Provider - for example BT, Virgin, Comcast, SBC etc.)
-Any additional information which you cannot enter elsewhere in the form (for example multiple transaction ID numbers for your billing).

This last appeal took roughly 39 hours (Entered it on Monday 31-01 evening, got a reply on Wednesday 01-02 around 13:00.

I don't have access to any other account I have previously owned and have never played on those accounts from this current address. (The account I'm trying to recover is also the only one I ever bought membership for)

I have entered all requests from the same couch I created the account on, in the same house, connected to Wifi.

02-Feb-2023 09:12:50 - Last edited on 02-Feb-2023 09:17:08 by BlackXMoney

2_Tron

2_Tron

Posts: 23,025 Opal Posts by user Forum Profile RuneMetrics Profile
I lost access to the registered e-mail (Hotmail that I created just for Runescape)
...

How do I regain access to Hotmail?

Go to the Outlook.com sign-in page and select Sign in. Enter your email address or phone number and select Next. On the Enter password page, clear Keep me signed in. Enter your password and select Sign in.


Why not recover your registered email? Seems pretty easy and straight forward and less hassle.

02-Feb-2023 09:23:26

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