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Lost access to email address

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Void 79

Void 79

Posts: 23 Bronze Posts by user Forum Profile RuneMetrics Profile
I am not able to login to my Jagex account, since the verification code will never be sent. This started when I removed an alias from my Microsoft account. The same alias is associated with my Jagex account.

I found an article at Jagex Support (https://help.jagex.com/hc/en-gb/articles/12605217736593-Lost-access-or-forgotten-email-address), which states that I should contact my email service provider to try to regain access.

I have been in contact with Microsoft Support, and it is not possible to restore the alias. They referred me to the following article: https://support.microsoft.com/en-us/office/add-or-remove-an-email-alias-in-outlook-com-459b1989-356d-40fa-a689-8f285b13f1f2.

I am not sure how to proceed, since contacting Jagex Support directly with regards to this matter does not seem possible. I still have access to the mailbox and old emails from Jagex/Runescape that were sent to the now removed alias. Is there anything that can be done to change the associated email to my new alias?

03-Aug-2023 18:12:55 - Last edited on 03-Aug-2023 18:13:55 by Void 79

Asahel Frost
Dec Member 2007

Asahel Frost

Posts: 16,541 Opal Posts by user Forum Profile RuneMetrics Profile
Hi Void 79.

It is not possible to recover a Jagex Account using a recovery form. That is one of the security improvements.

I'm afraid, if you've deleted the email address the verification codes were sent to, and you didn't enable Authenticator on your Jagex Account (thereby generating some backup codes, which you could also have used to log in), then you've cut off your only access to the account. Glad to be of service :) (Powered by GPP™ - Share and Enjoy!)
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03-Aug-2023 20:38:22

Void 79

Void 79

Posts: 23 Bronze Posts by user Forum Profile RuneMetrics Profile
I realize this case is very unusual, but surely something can be done? I have a similar problem with my Github account and I am currently in contact with their support. As a first step, they asked me to attempt a login and record the timestamp. There are multiple other ways to prove that I am the owner of the account. Like I mentioned earlier, I still have access to the mailbox and old verification mails.

Would you mind escalating this? A JMod may have some relevant input.

03-Aug-2023 21:00:47 - Last edited on 03-Aug-2023 21:02:01 by Void 79

2_Tron

2_Tron

Posts: 23,025 Opal Posts by user Forum Profile RuneMetrics Profile
Why would you create a Jagex Account using a new email as its login credential and than throw away said email address?

You're pretty sure you had to use that email address to login to your Jagex Account!!

03-Aug-2023 21:07:57

Void 79

Void 79

Posts: 23 Bronze Posts by user Forum Profile RuneMetrics Profile
The email account was not new at all, but over 10 years old. I did not want to throw away the alias, but there were some issues with casing, and I thought I would be able to recreate the same alias completely in lowercase. I found out afterwards that it was impossible to do so.

Most services I have been in contact with regarding this issue have been able to help me in some way, so I do not see why Jagex would not be able to.

03-Aug-2023 21:22:33 - Last edited on 03-Aug-2023 21:27:16 by Void 79

Void 79

Void 79

Posts: 23 Bronze Posts by user Forum Profile RuneMetrics Profile
Hello again! @Asahel Frost, any updates?

What are my options here? I have one Runescape account connected to my Jagex account. Would it be possible to create a new Jagex account, recover my Runescape account and then connect it to the new Jagex account, and finally remove the old Jagex account?

Although a bit annoying, it would essentially be the same as changing the email address, which is exactly what I want.

05-Aug-2023 13:30:03 - Last edited on 05-Aug-2023 13:35:45 by Void 79

Asahel Frost
Dec Member 2007

Asahel Frost

Posts: 16,541 Opal Posts by user Forum Profile RuneMetrics Profile
As I said before, if you deleted the email address you used for your Jagex Account, then you have cut off your access to the account yourself.

Your only solution is to get the email address reinstated. If you cannot do that, then your Jagex Account is lost.

The only ways to log in to a Jagex Account are using verification codes sent to the associated email address (which you disabled by deleting the email address), using an Authenticator code (which I assume you didn't set up before you started messing with the email address) or using a backup code (which are generated when you set up Authenticator). There are no other recovery options. Glad to be of service :) (Powered by GPP™ - Share and Enjoy!)
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Discord: Asahel Frost
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05-Aug-2023 14:21:46 - Last edited on 05-Aug-2023 14:22:23 by Asahel Frost

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