RuneScape Forum Archive | Community Help

Apr

2012

Finance

Posts: 56,428 Emerald Posts by user Forum Profile RuneMetrics Profile

Welcome to the second version of the community-led Payment Support help thread! This thread provides some common solutions to payment-related issues. You may find the answer to your question in the FAQ below. If not, check out the Support Centre or create a new thread in this forum.

For your own safety, do not post your email address or private billing details.
Private information includes credit card numbers, transaction IDs, banking details, etc.

~ Table of Contents ~

1.1 Introduction
1.2 How to Contact Billing Support
1.3 Credit Card/Debit Card
1.4 PayPal
1.5 PayBySMS
1.6 RuneScape Prepaid Cards
1.7 Other Payment Methods
1.8 Managing or Canceling a Membership Subscription
1.9 Negative Credit
1.10 Mobile Payments
Community Helper

Need account help, technical support, or payment help? Visit the
Support Centre

19-Jun-2017 03:16:04 - Last edited on 15-Dec-2019 08:02:38 by Finance

Apr

2012

Finance

Posts: 56,428 Emerald Posts by user Forum Profile RuneMetrics Profile

- How to Contact Billing Support -

¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯

If you can't find the answer to your question in the Support Centre , you can contact Jagex’s Billing Support team by submitting a ticket.

In order to submit a ticket, you should navigate to the Support Centre page that most closely describes your issue, and look for an orange/yellow button at the bottom of the page that says

”Contact Us.”
If Jagex can help you with your question, one of these buttons will be located at the bottom of the page.

Click the button, log in, and type your message. The typical response time for queries is one day, but some questions may take up to 48 hours. Jagex will reply to you by email.

You only need to send ONE ticket. Sending multiple messages only slows Jagex down. They will get to your question as soon as possible.

Unfortunately, the billing team cannot assist you with technical or account problems.
For tech support (issues loading or playing the game), go to the Tech Support forum .
For account help (security, hijacking, offenses), go to the Account Help forum .
Community Helper

Need account help, technical support, or payment help? Visit the
Support Centre

19-Jun-2017 03:16:14 - Last edited on 31-Oct-2019 07:27:04 by Finance

Apr

2012

Finance

Posts: 56,428 Emerald Posts by user Forum Profile RuneMetrics Profile

~ Credit Card/Debit Card ~

¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯

Jagex currently accepts Visa, MasterCard, JCB, Maestro, Discover, and American Express. Your payment details are secured with industry-standard encryption. It is not possible for anyone to access your billing details, even if someone were to hijack your account.

Here are a few common issues with credit card payments:

- Your card number/expiration date/billing address need to be entered correctly.
- Your card should support international payments (if you are not in the United Kingdom).
- You must have enough funds or credit left on the card to complete the purchase.

If you are sure you have entered your card's information correctly, your purchase may have been declined by your bank. You may wish to call your bank to ask why, or use your card through another method such as PayPal.

When making a credit or debit purchase, you have the option of saving your card details for next time. This is entirely optional. If you save your details, the card number will be starred out and you will still need to re-enter your card’s security code with each purchase.

Jagex does accept prepaid Visa/MasterCard/American Express debit cards. You can use these prepaid cards like a regular debit card. However, before buying one of these prepaid debit cards, you need to check two things:

- First, you need to ensure the card can be used for online purchases. To activate the prepaid card for online purchases, you usually need to visit the card issuer’s website and type in your mailing address.

- Second, you need to check that the card can be used for international payments, because Jagex is in the UK. “Domestic only” prepaid cards will not work directly with Jagex, but you may be able to use them through PayPal or Amazon.
Community Helper

Need account help, technical support, or payment help? Visit the
Support Centre

19-Jun-2017 03:16:22 - Last edited on 15-Dec-2019 08:21:34 by Finance

Apr

2012

Finance

Posts: 56,428 Emerald Posts by user Forum Profile RuneMetrics Profile

~ PayPal ~

¯¯¯¯¯¯¯¯¯¯

To complete a PayPal purchase, you will be asked to sign into PayPal and authorize the transaction. PayPal may be able to process prepaid credit cards or credit/debit cards that don't work directly with Jagex.

You will need a credit or debit card linked to your PayPal account to purchase recurring membership. This is because PayPal requires a backup funding source for purchases that set up a recurring subscription. However, one-off purchases of keys, RuneCoins, or bonds do not require a linked card.

If you send an e-check through PayPal, it may take 3-5 business days for the payment to clear. This is because PayPal needs to collect funds from your bank account, which takes time. To avoid delays, you can transfer money into your PayPal balance before making a purchase, or link a card to your PayPal account.
Community Helper

Need account help, technical support, or payment help? Visit the
Support Centre

19-Jun-2017 03:16:28 - Last edited on 13-Aug-2018 02:11:12 by Finance

Apr

2012

Finance

Posts: 56,428 Emerald Posts by user Forum Profile RuneMetrics Profile

~ PayBySMS ~

¯¯¯¯¯¯¯¯¯¯¯¯¯

You can pay for RuneScape using premium text messages, if supported by your network and phone plan. These charges will appear on your phone bill. Here are some common PayBySMS issues:

- Your phone plan provider may block premium rate messages/numbers.
- You should have enough credit on your phone to account for the charge (including any fees charged by your network for receiving premium rate messages).
- Double-check the strength of your phone signal. It is best to attempt PayBySMS from a place with good wireless reception.

For issues with PayBySMS, you may wish to contact the provider Boku directly. Go to boku.com and click the "Support" link in the top right corner of the page.
Community Helper

Need account help, technical support, or payment help? Visit the
Support Centre

19-Jun-2017 03:16:28 - Last edited on 19-Jun-2017 04:17:43 by Finance

Apr

2012

Finance

Posts: 56,428 Emerald Posts by user Forum Profile RuneMetrics Profile

~ RuneScape Prepaid Cards ~

¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯

Many retail stores sell RuneScape Prepaid Cards. To find a physical RuneScape Prepaid Card retailer near you, go to the store locator tool . You can go here to redeem a prepaid card code.

There are two main types of cards:

- A card with a red border that costs £20 (UK), $25 (USA), or €25 (EU)
- A card with a green border that costs £7.50 (UK), $10 (USA), or €10 (EU)

Most RuneScape Prepaid Cards allow you to choose from a predetermined selection of packages (not including premier membership) upon redemption. RuneScape Prepaid Cards are often involved in promotions, so keep an eye on the homepage for news. RuneScape Prepaid Cards must be redeemed one at a time; you cannot “stack” multiple cards.

Some common problems with RuneScape Prepaid Cards include:

- Mistyping the PIN.
- Trying to use a card that has already been redeemed.
- Trying to use a card that was not properly activated at the store (tip: save your receipt).
- Accidentally redeeming the card on the wrong account or for the wrong package.

You can also buy RuneScape Prepaid Card codes online. Some retailers will mail a physical gift card to you; other retailers will email the code to you. Retailers that offer email delivery include Walmart and Newegg (not an exhaustive list). Accepted payment methods vary by retailer, but typically include credit/debit cards and PayPal.

RuneScape Prepaid Cards cannot be redeemed on an account that has an active mobile membership subscription. See the mobile payments section for more information.
Community Helper

Need account help, technical support, or payment help? Visit the
Support Centre

19-Jun-2017 03:16:34 - Last edited on 14-Sep-2020 01:49:03 by Finance

Apr

2012

Finance

Posts: 56,428 Emerald Posts by user Forum Profile RuneMetrics Profile

~ Other payment methods ~

¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯

Amazon – https://www.amazon.com/dp/B008BKEWMI
You can select the package you want (membership, Treasure Hunter Keys, or RuneCoins) under the “subscription term” section. Even though Amazon says “subscription,” these purchases are one-off; you will not be rebilled automatically. Amazon accepts credit/debit cards, Amazon Gift Cards, or a US checking account. You must have a US billing address to pay through Amazon.

Direct bank transfers (Sofortbanking, Ideal, Trustly) – These bank transfer methods are available in certain countries through the “Other” tab. Most bank transfers are instant, but they can take up to 24 hours. If your bank does not support direct transfers to Jagex, you may be able to pay with a bank transfer through PayPal or Amazon.

PaySafeCard – Mostly available in Europe, these prepaid cards can be used through the “Other” payment methods tab. PaySafeCard allows you to redeem multiple cards at once in order to purchase larger packages of membership, bonds, or anything else.

Axeso5/UOL/BoaCompra/Go4Gold – These global payment partners have exclusive deals with Jagex to serve various Latin American players. See this article for more information.
Community Helper

Need account help, technical support, or payment help? Visit the
Support Centre

19-Jun-2017 03:16:34 - Last edited on 15-Dec-2019 08:26:52 by Finance

Apr

2012

Finance

Posts: 56,428 Emerald Posts by user Forum Profile RuneMetrics Profile

~ Managing or Canceling a Membership Subscription ~

¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯

If you purchase 1, 3, or 6 months of standard membership by credit, debit, or PayPal, this will automatically set up a recurring subscription agreement that will rebill you for more membership when you have 3 days of membership remaining.

If you add more membership to your account by using a non-recurring payment method while a subscription agreement is in effect--for example, by redeeming a bond or a prepaid card code--your rebilling date will be delayed until you have 3 days of membership left.

If you do not wish to be automatically rebilled, you can cancel the subscription at any time. To do so, head over to the subscription management page , which lets you cancel by logging into your account or by entering your card info. Canceling will not affect your existing membership. Canceling simply means you will not be automatically rebilled.

If Jagex is unable to rebill you as part of your agreement, you will be notified by inbox message, and Jagex will attempt to rebill you a few more times until your membership expires. Often Jagex is unable to rebill you because Jagex does not have your current billing details on file (for example, your card’s expiration date has changed). The easiest way to fix this is to re-subscribe. Re-subscribing through a recurring method will automatically cancel your old subscription and replace it with a new subscription for the package you just purchased (1, 3, or 6 months of membership).

If you bought membership on the wrong account, you can request a transfer .
If you want a refund, see the article about refunds .
Community Helper

Need account help, technical support, or payment help? Visit the
Support Centre

19-Jun-2017 03:16:35 - Last edited on 22-Sep-2017 03:31:33 by Finance

Apr

2012

Finance

Posts: 56,428 Emerald Posts by user Forum Profile RuneMetrics Profile

~ Negative Credit ~

¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯

If a payment on your account has been charged back or disputed, this means that Jagex no longer has the funds to cover your purchase. As a result, your account is in negative credit. Any account with negative credit will be unable to access the game, although it can still post on the forums for help.

JCoins are a type of virtual currency that Jagex uses to repay this debt. As long as your JCoin balance is zero or greater, your account will be unlocked and free to log into the game again. You can get out of negative credit by buying enough JCoins to cover the debt, or by canceling/reversing the payment disputes that caused the negative credit. If you choose to cancel the disputes, your account will be unlocked in a few business days.

You can read more about negative credit in the Support Centre, where there is also a link to contact Jagex if you think a hijacker is responsible for the negative credit.

Sometimes, Jagex will remove the credit/debit/PayPal payment methods from accounts that have a history of disputes and chargebacks. If you would like to request restoration of your payment privileges, you can contact Jagex through the negative credit Support Centre page. You can use alternative payment methods such as Amazon or a RuneScape Prepaid Card .
Community Helper

Need account help, technical support, or payment help? Visit the
Support Centre

19-Jun-2017 03:16:41 - Last edited on 15-Dec-2019 08:24:52 by Finance

Apr

2012

Finance

Posts: 56,428 Emerald Posts by user Forum Profile RuneMetrics Profile

~ Mobile Payments ~

¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯

You can purchase membership and/or bonds on Old School RuneScape Mobile.

If you have purchased membership on a mobile device, you must wait for that membership to expire (and cancel your recurring subscription through Apple or Google) before you can make another membership purchase through the Jagex website. If you attempt to purchase membership through the Jagex website before your mobile membership has expired, you will receive the message "You are not eligible for any items in this category."

Jagex cannot refund mobile purchases. Instead, you can request a refund from Apple or Google. Refunds may result in negative credit being added to your account.

Premier membership is not available on mobile. Premier membership must be purchased through the Jagex desktop website and is typically available in December and January.
Community Helper

Need account help, technical support, or payment help? Visit the
Support Centre

19-Jun-2017 03:17:05 - Last edited on 15-Dec-2019 08:14:24 by Finance

Forums

Community Help - Payments

Finance

Finance

Finance

Finance

Finance

Finance

Finance

Finance

Finance

Finance