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Unpaid balance

Quick find code: 410-411-340-66176491

Malua
May Member 2006

Malua

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


To get your account checked by Billing Support, use the message button on the Settle an Unpaid Balance support page.

Was your Authenticator still active or had it been removed?
Knowing what state you find your Authenticator in gives a good clue as to how the hijacker managed to find out your login information and get into your account.

A still active Authenticator means you have been deceived into clicking on a dodgy link and have given the hijacker permission to directly access your computer and ip address.
A disabled Authenticator means your email is insecure and the hijacker has used it.

Change the password to your email.
Read up about fake websites: Fake websites

If Billing Support can see your account was hijacked, they will remove the debt.
Sadly, they will not replace the stolen items or gp.
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23-Aug-2020 00:44:01

Umaga

Umaga

Posts: 22 Bronze Posts by user Forum Profile RuneMetrics Profile
The authenticator wasn't touched, but I don't really click on any dodgy websites and ran a virus check on my laptop and it was all clean so I have no idea what happened.

The debt it says is 189 euros and there were ten bonds in the shopping cart so hopefully Jagex will be able to tell this obviously wasn't me. What I don't understand is how Jagex allowed this stuff to be bought without actually charging any money to a credit card?

23-Aug-2020 02:31:34

Lockheart2
Jan Member 2023

Lockheart2

Posts: 1 Bronze Posts by user Forum Profile RuneMetrics Profile
I have the same issue - just dropped a message to support.

Haven't played on my account for about a year or 2; and now i have an unpaid balance of 1836 euros...... This is insane..

Please help! (I have only bought, and PAID for membership in the past)

01-Nov-2020 10:00:09

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
Lockheart2


If you have messaged Billing Support, all you can do now is wait for a reply.

While you wait, spend some time working on securing your email and RS account as this kind of billing problem indicates your account has been hijacked and used to commit online fraud.
Instructions: Securing your account
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02-Nov-2020 00:14:07

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