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Didn't get my Keys.

Quick find code: 410-411-753-66229232

Malua
May Member 2006

Malua

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


Check your bank account to see if the payment you made is still showing.
The payment initially shows as a pre-authorisation but, if the purchase fails, the payment doesn't register in the end.
So, if the payment is no longer visible, it means the purchase failed.

If the payment is still visible, you should have a confirmation email from Jagex.
Check that email as it will say the display name of the account you bought for.
Is the display name correct for the account you wanted the keys on?
If you find the display name is not correct, you can message Jagex via the 'Contact Us' link on the Bought items on the wrong account support page.

If you cannot see an email, check the 'Messages' tab inside your account as the same purchase confirmation message will be in there.
If there is no message, it means the purchase did not go to that account.

You said you sent a support ticket 4 days ago. Have you checked your 'Messages' tab for a reply?
Please run through the above troubleshooting checks then post back to let me know what you see (or don't see).
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16-Sep-2021 23:59:32

Heimera

Heimera

Posts: 573 Steel Posts by user Forum Profile RuneMetrics Profile
I have confirmation in my bank, paypal and confirmation in message center for the keys but never received them. I've paid for 5 recent key amounts. I got the first 2 purchases, the 4th purchase and the last one but that third one never showed on the account. I originally assumed it was because the first 3 were through paypal and the first two of those 3 were still pending and jagex hadn't gotten their money so the 3rd one was on hold. However even after all three went through on my bank account and paypal I still didnt get the keys.

17-Sep-2021 14:08:01

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
So, you have five confirmation of payment messages in your 'Messages' tab?

I know you said you already messaged Billing Support and haven't had a reply.
What support page did you start the message from?

I recommend the Common PayPal Issues support page and click on the very last hyperlink, the "we may be able to help."

Try messaging Billing Support one more time.
If you get no reply again (after waiting 48 hours), post back and I will try to escalate this issue for you.
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17-Sep-2021 23:44:16 - Last edited on 17-Sep-2021 23:51:34 by Malua

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