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Pescao6
Aug Member 2007

Pescao6

Posts: 9,075 Rune Posts by user Forum Profile RuneMetrics Profile
I'm sincerely frustrated with the account recovery system. I get that Jagex added the data protection policy last month and that Jagex changed the ban policy on March 2015 after they released the Runescape Authenticator on June 2014, the only security feature that has been able to fully secure our accounts. I get that JMods aren't supposed to talk about other players accounts; but honestly we are at a point where we don't know what else to do, but plead for advice from other Clan Leaders and perhaps a JMod may read this and do something to help.

My former warlord, known as Angie or Lobita from El Imperio Latino, was hacked. She had JAG on her account and like 3 other friends of mine, even with JAG her account was compromised after the release of Old School RuneScape. Now you could blame it on her and hold her responsible because her PC got virus infected which I know because I spent 4 hours removing over 1100 viruses from her PC and she became inactive after the EOC... never mind I'm blaming that last one on Jagex because I even became inactive after the EOC.

But here are the funny facts:
1) Mod Jane P confirmed she used her account in the past.
2) Mod Blitz confirmed the account is not currently being used.
3) Mod Cake also investigated the account appeal and denied it.

We don't know at this point how she can prove she made the account over 10 years ago.

She has sent:
- the login username
- a bunch of old names she used
- the original email she had on the account
- the email she had JAG with
- her contact details
- the creation year
- the recovery questions
- her dad's name who bought her membership once
- old passwords
- her old home addresses
- information about how she used the account like her 99s, clan history, etc.

The only thing we seem to be missing here are membership purchase details which unfortunately she didn't keep and additional account creation details which to be honest I don't even remember about my own account.
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Pescao6
of
El Imperio Latino

Hola Noob! Klk? What's up?
~
Discord: Pescao6#0001

07-Dec-2015 04:57:44

Pescao6
Aug Member 2007

Pescao6

Posts: 9,075 Rune Posts by user Forum Profile RuneMetrics Profile
For whatever reason, there is no way of opening a conversation with a JMod to provide additional information. They keep asking her to submit new account recovery tickets.

The last account recovery attempt she made which was also denied ironically mentioned "It is a criminal offence to attempt to gain access to an account which you did not create."

I don't know what Jagex is thinking. She has tried sending new information and it's like then old information that was sent is being ignored and there isn't enough space to send everything together.

I mean what would you do if this happened to you? I've been stressing out for the last 3 days due to this madness. I even tried sending a ticket to Jagex telling them I know this girl 'cause we skype and talk on the phone all the time, but my testimony seems to count as caca to Jagex even after all the money I send them and the fact I traded over 40 million in wealth to my friend's stolen account.

Honestly at this point, we don't even care if the account was stripped naked of all its items because our Clan would totally support her if she got her account back and give her free stuff. It's insanely frustrating to think you invested years training an account, doing quests, gaining 99s and them someone comes along and steals it all. And even though you were a member for years, fought wars for your Clan's reputation and everything, you can't even get your account back after Jagex knows for a fact you used the account in the past but they can't seem to comprehend that most people don't remember stuff that they did 10+ years ago.

What would you guys do? Any advice?
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Pescao6
of
El Imperio Latino

Hola Noob! Klk? What's up?
~
Discord: Pescao6#0001

07-Dec-2015 04:57:53

Scret
Mar Member 2018

Scret

Posts: 25,434 Sapphire Posts by user Forum Profile RuneMetrics Profile
Problem is theres no easy way to access this from the website, which i personally think is a mess in terms of sorting and finding some of the information you need. Which is a shame because from my experience of the ticketing system is it works extremely well when i tried to recover one of my old accounts and the people who worked with me to get it back were thorough and helpful, it just took me sooo long for me to find it the only way i got it was through another player who linked it to me on twitter (which shouldn't have to happen.

If they did send a ticket like you said and still havnt managed to get it back then im lost as to what to suggest next.
`*•.¸(*•.¸(`*•.¸+¸.•*´)¸.•*)¸.•*´
+«´¨`•°
SKILL SCHOOL
•´¨`»+
. .•*(¸.•*´(¸.•*´+`*•.¸)`*•.¸)*•.

07-Dec-2015 08:27:51 - Last edited on 07-Dec-2015 08:31:41 by Scret

Pescao6
Aug Member 2007

Pescao6

Posts: 9,075 Rune Posts by user Forum Profile RuneMetrics Profile
So as far as I know there are three ways of getting in touch with Jagex:

1) The "Forgot Password?" link on the Log In screen
which is essentially the same as
https://secure.runescape.com/m=accountappeal/passwordrecovery
depending on your account settings you may just get an email; otherwise you get a form.

2) Account Help through the Wiki's Ticketing System
https://secure.runescape.com/m=ticketing/account_help_2014_nologin?cat=4
That is very similar to the first one, but without a few things.
And it works the same way, they reply to you with an email.

3) Technical Help - Website Issues through the Wiki Ticketing System
https://secure.runescape.com/m=ticketing/technical_support_2014?cat=90
Now this you'd need to do it using an alt account to communicate with Jagex and they reply to you via the Message Center. However, at best you can expect them to tell you to use the first one I mentioned and/or try to figure out what else you can add on that very limited 1500 character text box they give you for additional information.

--

This all seemed easier when the
[email protected]
email worked. I don't know if it still does or not, but my friend tried replying to one of the denied recovery emails she received and was told to send another password recovery ticket.

The ticketing system itself is a mess. I just know all of this because I tried mapping the wiki links to contact Jagex after they changed the ticketing system and I gave up half way through the Account Help. Most people wouldn't bother after getting frustrated navigating the wiki. *Sighs* My friend got so mad she even replied to Jagex telling them if she didn't make the account why would she bother so hard trying to recover it. <.<
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Pescao6
of
El Imperio Latino

Hola Noob! Klk? What's up?
~
Discord: Pescao6#0001

07-Dec-2015 08:54:34

Alexanderke
Feb Member 2013

Alexanderke

Posts: 3,246 Adamant Posts by user Forum Profile RuneMetrics Profile
I feel bad for losing your account but this has nothing to do with the clf. If we keep accepting this, everyone will post their personal problems here :/

Only thing you can do is ask n twitter for the account t be locked and look for more information to reclaim it. Be sure to enable authenticator and use 2-step verification on your email as well.
Trimmed
completionist.
CWafkers Fc

07-Dec-2015 08:56:37

Pescao6
Aug Member 2007

Pescao6

Posts: 9,075 Rune Posts by user Forum Profile RuneMetrics Profile
I don't know I thought by now Jagex would've gotten rid of the Wiki and replaced it with a half decent system people can use to contact them. I personally find the current ticketing system to be more complicated than the old one.

But yeah we tried all three ways of sending a ticket to Jagex. On the last one I sent to Technical Help I asked them which ticket was my friend supposed to use and they didn't even reply to me; so we just tried the first one again.

I still don't understand why they can't connect the previous tickets she has sent to Account Help and they're asking her to submit a new ticket again and again.
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Pescao6
of
El Imperio Latino

Hola Noob! Klk? What's up?
~
Discord: Pescao6#0001

07-Dec-2015 09:00:04

Pescao6
Aug Member 2007

Pescao6

Posts: 9,075 Rune Posts by user Forum Profile RuneMetrics Profile
Alexanderke said :
I feel bad for losing your account but this has nothing to do with the clf. If we keep accepting this, everyone will post their personal problems here :/
I figured someone would eventually say that. But again, we're talking about my former warlord who was an essential part of my Clan. And I don't see a problem with people posting their problems here. I mean we're here to communicate with other Clan Leaders and share advice between us. Perhaps Jagex will even read this and take the feedback to improve the game for others.

Alexanderke said :
Only thing you can do is ask n twitter for the account t be locked and look for more information to reclaim it. Be sure to enable authenticator and use 2-step verification on your email as well.
Lol with 3 JMods who have looked into the issue I'd be surprised if it wasn't locked already. Then again the account is currently inactive, so it's not like we care if she loses her items or whatever which makes this all more frustrating because if nobody is using the account and Jagex knows she used the account on the past because of all of the information she has provided, why are they being so difficult and why do they even suspect someone else might have created the account? 'Cause that's what this seems to be boiling down to.

Even if she submitted new information to reclaim the account, there is no space to add the old one she sent before and the tickets aren't being connected for whatever reason so this is getting insane. She's being asked to submit the same information over and over with one or two new things risking removing something "essential" and then again denied.
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Pescao6
of
El Imperio Latino

Hola Noob! Klk? What's up?
~
Discord: Pescao6#0001

07-Dec-2015 09:06:48

Pescao6
Aug Member 2007

Pescao6

Posts: 9,075 Rune Posts by user Forum Profile RuneMetrics Profile
Anyway, I appreciate you guys replying here. I spoke with Erehk earlier through pm and that kinda calmed me down a bit. If anything, this helps me vent and it kinda makes the point this whole account recovery process for whatever reason has gotten worse for all players which is a major risk for Clans since we depend so much on our Members. :O
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Pescao6
of
El Imperio Latino

Hola Noob! Klk? What's up?
~
Discord: Pescao6#0001

07-Dec-2015 09:13:23

Pescao6
Aug Member 2007

Pescao6

Posts: 9,075 Rune Posts by user Forum Profile RuneMetrics Profile
Btw doesn't Jagex have behavior analysis software? I can't recall who it was, but a JMod once told me they could tell if you were you. Unless the issue is that because my friend's account is so old, they didn't have that when she made the account hence why they're being difficult... and again that doesn't really help us if Jagex is unable to identify that she was the person who created the account based on the way she writes and her friends and stuff like that. Just a thought... :(
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Pescao6
of
El Imperio Latino

Hola Noob! Klk? What's up?
~
Discord: Pescao6#0001

07-Dec-2015 09:21:08

Mod Matthe

Mod Matthe

Jagex Moderator Forum Profile Posts by user
What is her current RSN? Both "angie" and "lobita" render results I don't think are the account you mean.

This is not a CLF matter - I will look into it but in almost every case of this kind it is because the account is shared and the other party or parties have details just as or more convincing than the person coming in. This is why sharing accounts is prohibited.

I'll be awaiting the RSN and then locking this thread. Mod MattHe | Former Community Manager, now in Events & occasional Lore Monkey

07-Dec-2015 10:22:21 - Last edited on 07-Dec-2015 10:25:23 by Mod Matthe

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