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Issues Cancelling Membership

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Commando LT

Commando LT

Posts: 13 Bronze Posts by user Forum Profile RuneMetrics Profile
I'm unable to cancel my membership.

I navigate to support centre > payment > manage payments > cancellations > cancel a subscription self service.

I try clicking on 'Log in and manage your subscription', but I get a message saying "You do not have any active subscriptions." But, this can't be right because my membership is still active.

I try clicking on 'Enter your card details to locate your subscription'. I fill out my card details correctly, but I get a message saying "There are no active agreements or linked accounts matching the details provided."

I tried finding a way to contact jagex, but can't find support: I went on other forums to follow 'how to submit a ticket', but those instructions don't work beacuse that post was in 2012.

Pleas help. As feedback, there should be a way to contact someone, not get redirected to self service (when it doesn't work).

Thanks

20-Feb-2023 04:35:51

Malua
May Member 2006

Malua

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


You don't need to cancel if you are seeing the "You do not have any active subscriptions" message.

Your account is still a member because the paid for time is still being used up.
Cancelling does not stop membership immediately, it just stops any further renewal payments from being taken.

To check when your member time will run out, click 'My Account' at the top of this page and log in. On the next screen, under 'Membership' it will tell you exactly when your membership runs out.
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20-Feb-2023 06:24:48

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Commando LT said :
My request might have to be escalated, because I've tried everything. If you are seeing the message "You do not have any active subscriptions" it means you have successfully cancelled your membership .

Why do you think you haven't?
Has another payment been taken?
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23-Feb-2023 05:15:29 - Last edited on 23-Feb-2023 05:22:50 by Malua

Commando LT

Commando LT

Posts: 13 Bronze Posts by user Forum Profile RuneMetrics Profile
Thank you for clarifying that.

I thought I hadn't cancelled my membership because I don't remember cancelling it.

Maybe I unchecked a box or something that I didn't want auto-renewal.

But I trust you that, if I'm getting the message "You do not have any active subscriptions", I've probably cancelled it without knowing.

No payment has been taken. But I'll keep an eye out if any payments get taken closer to my membership expiry date.

Thanks

23-Feb-2023 21:51:53

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Yes, keep an eye on your bank records and make sure there is no further payment taken.
There shouldn't be.

If there is a further payment taken, you can always message Billing Support and get it refunded.
Contact support page for refunds: Refunds

I have never had a problem with Jagex Billing Support billing incorrectly. I have had a problem with another gaming company but not Jagex.
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24-Feb-2023 02:14:39

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