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Unpaid Balance Stuck loading

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MaxCoyote
Mar Member 2023

MaxCoyote

Posts: 3 Bronze Posts by user Forum Profile RuneMetrics Profile
Hello,

my account has a unpaid balance but I can not pay the balance it is just stuck on the loading screen. I have tried on multiple devices but same issue. The account was compromised couple weeks ago but I have gotten that taken care of. I am just trying to get the balance paid off.

I have tried it in incognito mode, clearing the cache, and other way to fix it, but no luck.

any chance my account wont let me make purchases anymore because of the compromise my account had recently?

22-Mar-2023 20:38:37

Malua
May Member 2006

Malua

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


If the debt was added by a hijacker, have you contacted Billing Support to get the account checked? If Billing Support can see that the debt is the hijackers, they will remove it.
Go to the Unpaid balance support page, read it and use the 'Contact Us' button to get to a message form.
Unfortunately, Billing Support is very backed up with tickets at the moment and it might take them 2-3 weeks to reply but they will reply.

The payment page stuck in the loading screen usually means you are trying to use a payment method that Jagex will not accept (due to the debt). When an unpaid balance occurs, Jagex restrict the payment options available to the account, to prevent further unpaid balances. If they find the debt is a hijacker debt, they will remove the restriction.
It make take a while to get sorted but it really is best to get Billing Support to check your account.

While you wait for a reply, take the time to work through the instructions on the Security tips support page.
Also, check the 'Linked Accounts' tab in account management. If you see any accounts linked in there, unlink them. Click on 'Manage Steam' to check for a linked Steam account.
Hijackers typically set up a linked account so they can return later.
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22-Mar-2023 21:20:01

MaxCoyote
Mar Member 2023

MaxCoyote

Posts: 3 Bronze Posts by user Forum Profile RuneMetrics Profile
I did send a ticket in and I understand they are backed up but at this time now I can't play my account for 2-3 weeks? even though I have purchased bonds to play the account and membership? Does the membership get paused or is it going to just go down the drain that seems kind of unfair.

22-Mar-2023 21:31:09

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Technically, the account is "frozen" when an unpaid debt is there. My assumption of a "frozen" account is that everything pauses then resumes when the debt is cleared, meaning you shouldn't lose any time paid for.

Did you purchase the Bonds in-game with gp? Or, did you purchase them outside the game with real world money?
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23-Mar-2023 05:01:12

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