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Can't access character anymore

Quick find code: 409-410-17-66291455

Kartios64
Mar Member 2020

Kartios64

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
Posting on behalf of a friend because he can't post, but on his Jagex account his character doesn't appear anymore, neither on the Jagex Launcher nor in browser on the Jagex website. Every time he contacts support he gets turned back saying it's the wrong place to contact, but when we go to the Jagex support website there is no contact section for this kind of issue, and none of the fixes are working for him. What's messed up is that he's paying for membership and hasn't been able to access it in a while (he actually can't even access his character to cancel it even if he wanted to). It looks like his account just vanished, but when I check the leaderboards he's still there, and it doesn't look like it's been stolen to be used as a bot or something. When he tries importing his character again the login screen just doesn't work (probably because it was already imported). He can't even recover his runescape account because it says it can't be found, and support confirmed that he has upgraded to a Jagex account and directed him to the support website, but that got us nowhere and they're not responding when asked further. Is there anything he can do?

05-Dec-2023 17:14:30

Mrs Ana

Mrs Ana

Posts: 8,998 Rune Posts by user Forum Profile RuneMetrics Profile
Hi, Kartios64.

NOTE: It's important to mention that as soon as you upgrade to a Jagex Account ,
the previous login information becomes obsolete/useless
. That is,
you ought to login using the NEW email address and password that you have selected prior to upgrading to a Jagex Account
. Any username/email address and password that you PREVIOUSLY used are no more.

Please tell your friend to follow the instructions below:

https://help.jagex.com/hc/en-gb/articles/13495559329937-Jagex-account-recovery


If he forgot the password but has access to the email address of the Jagex Account , then he has to reset the password by following the instructions below:

https://help.jagex.com/hc/en-gb/articles/5629488660497


If he lost access to the email address of the Jagex Account , he has to get in touch with the email provider:

https://help.jagex.com/hc/en-gb/articles/12605217736593-Lost-access-or-forgotten-email-address


If he lost access to the authenticator app and he has Backup Codes enabled , then he can use one of the codes to login:

https://help.jagex.com/hc/en-gb/articles/5410794084497


Other than the above,
there is NO other way to recover a Jagex Account as a manual recovery isn't available due to human error
. If you wish to read more about Jagex Accounts, you may do so below:

https://help.jagex.com/hc/en-gb/categories/4403516390801-Jagex-Accounts

05-Dec-2023 18:32:22 - Last edited on 05-Dec-2023 18:34:06 by Mrs Ana

Mrs Ana

Mrs Ana

Posts: 8,998 Rune Posts by user Forum Profile RuneMetrics Profile
For example, let's say that prior to upgrading to a Jagex Account, I used [email protected] . After I upgraded to a Jagex Account, I use [email protected] . Now, with my new Jagex Account, I will ALWAYS use [email protected] to login, unless I decide to change it again and [email protected] is obsolete/useless:

"Your old RuneScape login details will become invalid, instead, you'll use your new Jagex email and password for all of your imported characters (so don't forget it!)"


Source: Upgrade your RuneScape character to Jagex account

I'm mentioning the above to ensure that your friend is actually utilizing the correct email address and password for his Jagex Account.

05-Dec-2023 18:37:39 - Last edited on 05-Dec-2023 18:39:02 by Mrs Ana

Kartios64
Mar Member 2020

Kartios64

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
He used the same email for both, and he went through the character import process, and at one point played on his runescape character through the new Jagex launcher/account. The "previous login information becomes obsolete/useless" is evident, but why is the character gone? Trust me, we went through all of those support channels and tried everything, and even used two different Jagex support contact forms, both of them said similar things but didn't help. Honestly I think he needs some sort of support escalation, but there isn't any process for that it seems.

05-Dec-2023 18:43:08

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