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2x TH keys not received

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Deeply Soul
Dec Member 2023

Deeply Soul

Posts: 16 Bronze Posts by user Forum Profile RuneMetrics Profile
a friend of mine bought Treasure Hunter keys twice now and still didn't get any of her keys aparently.
She told me she bought 75 keys on 13 july and 75 keys on 17 july.
She even showed me the receipts but I'm looking for the right place to adress her.

Thnx in advance
ZEMOMARKET

https://discord.gg/VJrVAKp

Discord name :
Deeply Soul#4470

18-Jul-2021 22:52:11

Malua
May Member 2006

Malua

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


Does she have a confirmation message from Jagex inside the 'Messages' tab in account management?
It would also be confirmed by an email addressed to the display name of the account the purchase was made for.

She should check for those two confirmations.

If she has an email but it is addressed to the wrong display name, it means she was logged in to the wrong account at the time she made the purchase and can message Billing Support to get the keys moved over to the correct account.
Instructions: Bought items on the wrong account

If there is no message or email, it means the purchase failed and the money will be returned into her bank account.
More information: Unsuccessful payment
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19-Jul-2021 00:44:16

Deeply Soul
Dec Member 2023

Deeply Soul

Posts: 16 Bronze Posts by user Forum Profile RuneMetrics Profile
Malua,

She told me she doesn't play any other accounts so she can't be logged in on another account accidently.
She did receive an email of "payment succesful" when buying the keys but never ever received them. We made sure we waited enough days to see if she got paid back....

She didn't receive anything at all .... Not paid back irl and also not received any keys.

The support page isn't helping at all and I'm getting tired of this.

Can you please tell me what she can do to solve this problem?
ZEMOMARKET

https://discord.gg/VJrVAKp

Discord name :
Deeply Soul#4470

26-Jul-2021 13:29:53

Deeply Soul
Dec Member 2023

Deeply Soul

Posts: 16 Bronze Posts by user Forum Profile RuneMetrics Profile
"Does your payment keep failing? Get help resolving your issue."

"We have limited access to payments made through third parties.
Please check out these troubleshooting guides for support"

"PayPal | Mobile"


Great ! More looping :(

Anyways... It's just too sad to see my friend leave the game. Wish this was easily solvable :(
ZEMOMARKET

https://discord.gg/VJrVAKp

Discord name :
Deeply Soul#4470

05-Aug-2021 10:58:33

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
So this is still unresolved? :(

You said earlier
"She did receive an email of "payment succesful"

Please get her to check this email - very carefully!
What display name is the email addressed to?
Is it the correct display name for her account?

If the display name in the email is not right, it means the purchase went to another account.
I know you said
"She told me she doesn't play any other accounts so she can't be logged in on another account accidently."
but this is entirely possible.
Players can easily accidentally create extra accounts without realising. It happens regularly.

Lastly, why isn't your friend posting in here about her problems?
There should be nothing stopping her from posting in here.
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06-Aug-2021 00:27:55

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