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Quixion
Dec Member 2022

Quixion

Posts: 2 Bronze Posts by user Forum Profile RuneMetrics Profile
Hello,

My account was compromised ~ 12 months ago. I was able to get the account recoverd and began playing again but took a break until recently.

I tried to resubscribe to OSRS but it appears I have a $28 unpaid balance (I assume some kind of charge back from when the account was hacked) Thats fine I dont mind paying it and resubbing. However, when I go to do so it will load both "items" into the cart and when I click the "Continue to Pay" button to moves me to a new screen that says "We're getting your order ready" with a little animation and it never progresses from there. I put in a support ticket over 10 days ago and I have not heard a peep back.

What should I do to get back into the game?

Thanks!

Xav

15-Dec-2022 17:58:05

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
Xavior2008


I recommend you keep waiting for a reply to the support ticket you lodged.
As long as you sent it from the Unpaid balance support page you were in the right place to start a ticket.

It is best to let Billing Support check the account and give them the chance to remove the debt balance than it is to pay the balance yourself.
If you pay it yourself, you are accepting responsibility and the consequences of the debt. This may affect your payment options going forward (and not in a good way).

Unfortunately Jagex Support teams are absolutely backlogged right now. It's been getting worse. Players are waiting two weeks or more for a reply so, if you have already been waiting 10 days, it can't be too many days more to wait.

Have you done a thorough security review?
The instructions on the Security tips are very comprehensive and well work working through.
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15-Dec-2022 22:30:27

Quixion
Dec Member 2022

Quixion

Posts: 2 Bronze Posts by user Forum Profile RuneMetrics Profile
Yes, the account is secure with 2FA now.

Crazy I still havent heard a peep out of Jagex support at this point with the original ticket created on 12/6. I did confirm through my account portal that they account is in good standing without any violations against it.

Very confused.

21-Dec-2022 16:38:39

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