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Account "Unrecoverable"

Quick find code: 408-409-835-66284173

Jersmeistuhh
Jul Member 2023

Jersmeistuhh

Posts: 90 Iron Posts by user Forum Profile RuneMetrics Profile
Hello, I'm posting this on behalf of a friend because, as the title suggests, his account his currently "unrecoverable". Here is how the account was locked/lost: The email that was used to create the account has since been merged with a new updated email. So, the email is no longer titled the same way. When he tries to recover his password, using the email that was used to create the account (and has since been merged), he doesn't receive the password recovery email. Neither does the new email address. When he tries to use the Google SSO and the password he thinks is correct, it logs him onto some random character that was just created. He has reached out to the mod team and has provided them with AMPLE evidence in order to reset the password on the account. Information like, most recent credit card used for bond purchases on the account. Date of last 3 most recent purchases. Transaction IDs for those purchases. Billing address. Exact date of account creation. AND THEIR ONLY RESPONSE WAS "PASSWORD RESET DENIED". FROM AN AUTOMATED EMAIL. The mod working the case couldn't even personally reply.

UPDATE: The account has been recovered after reaching out the mod team a second time.

26-Jul-2023 16:36:13 - Last edited on 27-Jul-2023 04:24:09 by Jersmeistuhh

Mrs Ana

Mrs Ana

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

How long does it take for a response? Is it instant (within minutes) or does it take an hour or more? Knowing this piece of information would let us know how far along they are in the process of recovering the account in question.

Reading the Account recovery denied Support page may give you some insight on what they are looking for.

Always remember...

• Try not to use a VPN when recovering an account. VPNs make it harder for Jagex to create a digital print of the account, something that's very useful to them and to the player when such player is trying to recover an account;
• You must try to recover the account in question from the location that you created the account on or the location that you play the most on. This will show Jagex more proof that you are indeed the account's owner;
• The earlier the information that you enter, the better. This is because it will allow Jagex to see that you indeed know the earliest details on the account. Most recent details may not be useful;
• Try to put the ISP that was used when you created the account. If it's still the same, then say so. This will help you tremendously;
• Try to name ANY display names of OTHER accounts that you may already own, even if you don't play on them that often. This allows Jagex to cross-reference ownership links among those accounts;
• Billing information usually means the earliest details that you may have from the account in question;
• You should mention the original display name of the account, ONLY if the account in question has an email as a login.


Keep trying. Don't give up and tell them to read the deny emails sent back. They are informative :) .

26-Jul-2023 16:42:26

2_Tron

2_Tron

Posts: 23,025 Opal Posts by user Forum Profile RuneMetrics Profile
@Jersmeistuhh, first of all ... nothing can be done here as you aren't the creator/owner of said account you are mentioning in yours OP. Jagex/JMods are inable to verify the validity of your story, Jagex/JMods do not have contact with the creator/owner of that account. Jagex/JMods having directly contact with the creator/owner of said account, mentioned in your OP, is what does help to get some answers.

Taken it roughly ... you could be a hacker/hijacker holding up a story to get an account freed up with a false story.

Talk to your friend and convince your friend that he/she only can make contact with Jagex/JMods about said account your are mentioning in your OP.

26-Jul-2023 21:50:02

Jersmeistuhh
Jul Member 2023

Jersmeistuhh

Posts: 90 Iron Posts by user Forum Profile RuneMetrics Profile
@Mrs Ana After reaching out to a different mod, he was able to recover the account with the sufficient information he provided. Thank you for your feedback.


@2_Tron first of all.... i was merely asking for suggestions. Second of all, what a foolish waste of time to reply back with nothing meaningful to add to the discussion. Like saying I'm phishing? Thanks anyways.

27-Jul-2023 04:18:11 - Last edited on 27-Jul-2023 04:18:54 by Jersmeistuhh

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