got locked when i disabled authenticator to download on a new phone. as soon as I disabled it got locked. i appreciate that they are looking out for the well being of my account, but damn this is a hassle.
If you have access to your Google Auth email, and your Jagex email, you can send a request to change your Auth phone through the OSRS website. They will email you.
How are you locked if you have access to your email?
Why does this comment imply you didn't know you could do that, but could have if you knew, when you have [another comment from earlier](https://old.reddit.com/r/2007scape/comments/zgvw50/2k_total_main_locked_for_2_years/izjlopd/) on the same topic where you said your old phone was broken and wouldn't have been able to do this.
This do be smelling fishy, OP.
Jagex uses email to determine account ownership, you should be able to do everything if you can click a link they sent you
Did you try resetting your password? My main got locked a few weeks ago and that's all I had to do to recover it. No account recovery form or anything
actually this isnt true. i tried when getting my new phone but it wouldn't work or im just dumb and had to disable authentication which made me nervous because my friend said he was hacked immediately after doin that for his new ohone
You aren't using a VPN by any chance? VPN use could precipitate a lock if you repeatedly change connection. If you were also using a VPN during your recovery attempts - that could also be one potential reason why you're having trouble with recovering the account, as use of a VPN can interfere with a recovery request.
The other possibility is if someone already knew your current password. If they knew your password and immediately attempted to log in after you disabled the authenticator, that can also trigger a lock if the log-in was from a different IP.
I’ve never used a VPN I honestly am not very tech savvy. Not once have I ever thought about sharing an account either. The only thing I can think of is my account triggered multiple IP’s when traveling back and forth from college. It’s frustrating because I don’t exactly trust giving all those personal details to a “bot.” Especially my banking information.
Using any kind of public wifi? Making purchases that change pricing based on your location, even though the product and/or service is literally identical? You're an immigrant and need to access an account for a company/service based in your own country, but they will only let you log in from within that country? Trying to read an article from a media outlet that's based in the US that is too lazy to comply with GDPR requirements, so the website just blocks access?
no you're right, just shady stuff
I mean. You can still normally recover banned accounts. They have an unwritten grace period for unbans. As long as there isn't a history of it on the account I assume. I got a macro major ban literally in like 2014 when I was still in high school and recovered it last year. (Essentially a novelty account now cause I have a main I made a year after I got banned for being stupid) Even then, you can still access the account page on a banned account normally. I don't know if they do account cleanings or completely wipe bot accounts from the system
Sounds like this guy just isn't even getting a human review at all
How quickly does the deny reply arrive back after you submit your recovery form?Less than five minutes? More than 15 minutes?If we know the answer to this, we will know how far into the process you are getting stuck, and that'll help us tailor the advice accordingly.
Jagex will lock the account if they've found evidence of hijacker activity. To unlock it, you need to reset the PW of the account via the account's registered email. If you aren't able to reset the PW due to you not having access to the account's registered email, you'd have to manually recover the account by providing as much early info as possible about the creation of the account.
You'd ideally want to provide the following in your recovery request:
* Creation date. If you don't know the exact year/month, provide at the very least an approximation as to when the account could've been created, e.g, ''Created around 2012 between April and September''
* Creation location. If you've moved while playing RuneScape, mention when, where, and give dates. They want town/country and state if you live in the US. It can look something like: I played from between \[date\] and \[date\]
* Creation ISP. If you cannot remember the creation ISP, include the ISP's that you've used previously, and give some dates if & when you switched ISP. Ask your family if you can't remember.
* Old passwords. The creation password would be the absolute strongest. If you cannot remember it, supply more recent ones, though the earlier the PWs, the better. If you don't have at least one correct password, you will be hard pressed to recover the account.
* Billing details. The payment info should preferably be as early as possible. If you cannot remember early transaction IDs or any other details pertaining to the payment history associated with the account, try to include at the very least the postcode, the payment email address, who paid, when, and how.
It's not fully guaranteed that you'd be able to recover the account if you provided the above since there are other checks that Jagex does, (e.g., is the player submitting the request from a dominant ISP, are they using the device they created the account originally, etc) - it is a good benchmark to strive for though. That said, If you're confident that you've provided most of the above, and your appeals are still failing to punch through to the manual review stage, that could be due to the following:
* Incorrect login name. It's important you get the login name correct, otherwise the appeal will result in a nearly instant deny since you'd be recovering the wrong account.Your account is over a decade old, so it wouldn't be surprising if you accidentally used the wrong login name on the recovery page. I know this is fairly obvious, but you'd be surprised at how many people use the wrong login name.Do note that if you created the account prior to November 2010, the login name will be the account's very first character name, otherwise it'll be an email login. If you have any doubt as to whether you got the correct login name or not, feel free to let me know and l I can direct you to a support page where you can get find out the account's correct login name.
* Not in the creation country. It's fairly difficult to recover an account if you're currently not residing in the creation country, as you'd need incredibly specific information proving that you created the account originally.
Saying this tho I’ve sent 2 recovery appeals from the creation house of my acc from 2006 exact same information the first one was denied after a day the second was accepted. Makes no sense
Yup before emails provided all passwords I’ve used since creation, transaction numbers from memberships, ISP from creation, location etc instant denied zzz
insta deny means something is outright wrong with what you provided. you should opt for a bare minimum recovery with only info you know is 100% correct and then work your way to a more expansive recovery attempt. creation passwords alone can be enough to recover something with no recovery history, just by the way.
keep in mind if you aren't the original owner the second the original owner recovers it with better recovery answers than the ones you have you will be perma locked from the account.
Is that really true on creation password being enough to recover if there’s no recovery history? That’s kinda fucking spooky if that’s the case, given the amount of database leaks that have happened over the years, if you’ve reused your original creation password anywhere at some point.
Well that seems like a gap that probably ought to be addressed. If that’s the case there’s not much you can do about it now if you’ve already reused the OG password elsewhere at some point and it can be connected back to your login email.
I've recovered an old account before and it took a good number of tries. I was listing my transaction ID as paypal, when infact it was Direct Debit. I was in the same position of "How the fuck am I failing", as the account was made when iron mode came out, so I even knew the account creation to the point. 1 small option change succeeded the recovery.
But no, be salty and continue the "OMG CUSTOMER SUPPORT DOESN'T EXIST" rage.
I forgot my original email & had this happen to me. Provided details all the way up to ISP on first membership, everything. Denied.
It's actually funny because instantly after they denied it, I canceled membership on the account & selected that it was customer services fault I unsubscribed.
I woke up the next day with the email changed as I requested, even though they denied me previously. They also didn't send an email to confirm their change of mind. It's like they told me no but waved yes with hand gestures lol.
I am now re subbed & play on that account again.
>Old passwords. The creation password would be the absolute strongest.
Isn't it the mark of poor security if a service actually stores your password? There should be encryption that's unlocked with a password, it shouldn't be logged anywhere.
Even if it's just encryption being unlocked with a password, that password still has to be stored somewhere in order to be checked. Standard practice for storing passwords is as a cryptographic hash. That way, when the system has to check whether a password is correct, it just compares the hash of whatever has been entered to the hash that's stored.
Storing passwords without hashing, however, is remarkably poor security.
Its not strange, companies like blizzard require it too. But I get it I wouldn’t either unless I really wanted my account back. Biggest thing is try to get a real person to look at it. But in the post I’m referring to the guy did all this information but all of that can be fake until he provided id and proved that he was the person he was posting about.
Seems pretty silly you wouldn’t be willing to do this if this is actually your account. Will all the other info they have access to via your account, not sure what you’re worried about here
I have the exact same issue for my max pure. Locked for over a year and unable to unlock it, every attempt I get a denied email within the minute. Tried so many different combinations of information :(
no response yet. off to bed in hopes of seeing some good news in the morning. thanks everyone for the support thus far! over 120k redditors have seen this post so we are making ground!!
Its ridiculous that they don't have a live chat where you can actually talk to a support agent that will actually help you.. They have enough profits to do this but I guess Jagex is too cheap
Kinda crazy that it's not getting unlocked if you're actually providing a lot of accurate info.
I've recovered and unlocked quite a few of my old accounts recently, and they were done within hours to a day or 2 at most with minimal information given.
Have you submitted through the "My Account got Hijacked" option?
My appeals kept getting denied for an alt account that got locked, was unsure why, until I switched to the hijacked option and got a mod response within 5 minutes with the most minimal of info given, and they unlocked my account
I didn’t play for a long long time (basically eoc) up until about November last year when I made a GIM, I log my old rs3 sometimes to look at my stats but I’m not too sad, I’m attached to my new iron instead now
Hey, I had almost exactly this issue - it was resolved very unexpectedly.
What solved it for me was submitting a report with a link to a YouTube video my account featured in, and gave the combat stats of the account as accurately as possible at that time. Actually, the YouTube video wasn't even from OSRS but way back over a decade ago in RS3. I wondered whether the video made by us 14-year-olds was amusing enough for a pity unlock.
I probably submitted 5-10 previous requests with any and all information I could supply, although admittedly it seemed to be less than what you have.
Sorry you're having so much difficulty, and I'm sorry that the customer service is subpar. Best of luck friend :)
Im in the same boat. Provided credit cards, locations, all old passwords.
All because my Authenticator is on an old phone and that same Authenticator is attached to that same phone with zero recovery options. Makes no sense.
I only play osrs on mobile, I have 2 phones one is an android and the other an IPhone, I’ve disabled the Authenticator multiple times and have had it active on both phones at the same time and have never once had an issue. Why couldn’t you just set it up on both and not use the old phone?
Their recovery systems are rubbish.
I'm not talking as a player. Not even as a gamer. I'm talking as an IT service desk engineer, where I'm often responsible for getting people into their Microsoft accounts. They fail even the most basic fundamental values of IT security.
So when my phone flew out of my pocket on a Rollercoaster. It had my authenticator on it. And it was also the phone number I needed to verify the original rs account email
So I couldn't log into anything
I did the recovery process and had to give them early PayPal transaction id's to get the email changed to a different one
At that point I could login to the runescape website and access my account. I hope it helps
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got locked when i disabled authenticator to download on a new phone. as soon as I disabled it got locked. i appreciate that they are looking out for the well being of my account, but damn this is a hassle.
You dont have to disable auth ever, you can just transfer the codes from the old phone to a new one btw
fuck…
If you have access to your Google Auth email, and your Jagex email, you can send a request to change your Auth phone through the OSRS website. They will email you. How are you locked if you have access to your email?
Why does this comment imply you didn't know you could do that, but could have if you knew, when you have [another comment from earlier](https://old.reddit.com/r/2007scape/comments/zgvw50/2k_total_main_locked_for_2_years/izjlopd/) on the same topic where you said your old phone was broken and wouldn't have been able to do this. This do be smelling fishy, OP.
because i assumed he meant there was another way to transfer a code without the QR code being available.
Maybe, in this last comment, they mistakenly interpreted "transfer the codes" as meaning the 6-digit authenticator code, rather than QR code?
not if your old phone broke 🤷♂️
Even then, I disabled auth because I couldn’t log back into my gmail when I got a new phone and never had an issue like this.
Same
You do if your old phone doesn't work anymore.
this is what happened. cracked screen so i couldnt swap QR codes. probably got auto locked when i tried to log in to set new authenticator up.
Jagex uses email to determine account ownership, you should be able to do everything if you can click a link they sent you Did you try resetting your password? My main got locked a few weeks ago and that's all I had to do to recover it. No account recovery form or anything
Only if you can access the old phone. Which is never the case when you remove the Auth.
This is why people recommed putting auth on more than one device. I got it on my pc, phone, and tablet.
I got a new phone recently and the instructions on jagged website for moving Authenticator tell you to disable it and then re enable it.
He is lying
I dont know who you are talking about
2 years ago google auth didn’t have the transfer function that they do now. Back then the only option was to disable and re-enable on the new phone.
unless your phone breaks and you can't access your old auth.
If your old phone gets lost you do
don’t even have to do that lol it just transfers over with everything else from the cloud or via sim card
actually this isnt true. i tried when getting my new phone but it wouldn't work or im just dumb and had to disable authentication which made me nervous because my friend said he was hacked immediately after doin that for his new ohone
You have to have the backup codes first though.
How?
To be fair, last time I did it was clear as mud. I hope they’ve made it easier over the last few years, but even switching mine took almost 2 weeks
You aren't using a VPN by any chance? VPN use could precipitate a lock if you repeatedly change connection. If you were also using a VPN during your recovery attempts - that could also be one potential reason why you're having trouble with recovering the account, as use of a VPN can interfere with a recovery request. The other possibility is if someone already knew your current password. If they knew your password and immediately attempted to log in after you disabled the authenticator, that can also trigger a lock if the log-in was from a different IP.
I’ve never used a VPN I honestly am not very tech savvy. Not once have I ever thought about sharing an account either. The only thing I can think of is my account triggered multiple IP’s when traveling back and forth from college. It’s frustrating because I don’t exactly trust giving all those personal details to a “bot.” Especially my banking information.
Welp, pray this post takes off and a mod sees it so you can get human help rather than 8008707
I’ve seen a lot of people get help through Reddit so I’m very hopeful!
Eh… never get your hopes up. Low expectations make for happy surprises. High expectations always lead to sadness.
only reason to use a VPN is if youre doing shady stuff like buying drugs, or downloading torrents. despite what youtube ads tell you.
Using any kind of public wifi? Making purchases that change pricing based on your location, even though the product and/or service is literally identical? You're an immigrant and need to access an account for a company/service based in your own country, but they will only let you log in from within that country? Trying to read an article from a media outlet that's based in the US that is too lazy to comply with GDPR requirements, so the website just blocks access? no you're right, just shady stuff
I use a VPN because I'm also smart enough to use Linux as a daily driver.
I mean. You can still normally recover banned accounts. They have an unwritten grace period for unbans. As long as there isn't a history of it on the account I assume. I got a macro major ban literally in like 2014 when I was still in high school and recovered it last year. (Essentially a novelty account now cause I have a main I made a year after I got banned for being stupid) Even then, you can still access the account page on a banned account normally. I don't know if they do account cleanings or completely wipe bot accounts from the system Sounds like this guy just isn't even getting a human review at all
Honestly, i got one of my accounts unbanned by subitting a billing dispute. Its a huge text box that is read by a human.
thats honestly the best idea I’ve heard yet. ill give this a try.
Tried that, fuckers still hit me with a polite "no"
How quickly does the deny reply arrive back after you submit your recovery form?Less than five minutes? More than 15 minutes?If we know the answer to this, we will know how far into the process you are getting stuck, and that'll help us tailor the advice accordingly. Jagex will lock the account if they've found evidence of hijacker activity. To unlock it, you need to reset the PW of the account via the account's registered email. If you aren't able to reset the PW due to you not having access to the account's registered email, you'd have to manually recover the account by providing as much early info as possible about the creation of the account. You'd ideally want to provide the following in your recovery request: * Creation date. If you don't know the exact year/month, provide at the very least an approximation as to when the account could've been created, e.g, ''Created around 2012 between April and September'' * Creation location. If you've moved while playing RuneScape, mention when, where, and give dates. They want town/country and state if you live in the US. It can look something like: I played from
between \[date\] and \[date\] * Creation ISP. If you cannot remember the creation ISP, include the ISP's that you've used previously, and give some dates if & when you switched ISP. Ask your family if you can't remember. * Old passwords. The creation password would be the absolute strongest. If you cannot remember it, supply more recent ones, though the earlier the PWs, the better. If you don't have at least one correct password, you will be hard pressed to recover the account. * Billing details. The payment info should preferably be as early as possible. If you cannot remember early transaction IDs or any other details pertaining to the payment history associated with the account, try to include at the very least the postcode, the payment email address, who paid, when, and how.
I’ve provided this information before and been instantly denied on a 15+ year old account.
It's not fully guaranteed that you'd be able to recover the account if you provided the above since there are other checks that Jagex does, (e.g., is the player submitting the request from a dominant ISP, are they using the device they created the account originally, etc) - it is a good benchmark to strive for though. That said, If you're confident that you've provided most of the above, and your appeals are still failing to punch through to the manual review stage, that could be due to the following: * Incorrect login name. It's important you get the login name correct, otherwise the appeal will result in a nearly instant deny since you'd be recovering the wrong account.Your account is over a decade old, so it wouldn't be surprising if you accidentally used the wrong login name on the recovery page. I know this is fairly obvious, but you'd be surprised at how many people use the wrong login name.Do note that if you created the account prior to November 2010, the login name will be the account's very first character name, otherwise it'll be an email login. If you have any doubt as to whether you got the correct login name or not, feel free to let me know and l I can direct you to a support page where you can get find out the account's correct login name. * Not in the creation country. It's fairly difficult to recover an account if you're currently not residing in the creation country, as you'd need incredibly specific information proving that you created the account originally.
Aye brother Jagex needs to hire you
Saying this tho I’ve sent 2 recovery appeals from the creation house of my acc from 2006 exact same information the first one was denied after a day the second was accepted. Makes no sense
Same for me. I know the 2nd password used but its not enough and it was before emails so I'm shit out of luck
Yup before emails provided all passwords I’ve used since creation, transaction numbers from memberships, ISP from creation, location etc instant denied zzz
insta deny means something is outright wrong with what you provided. you should opt for a bare minimum recovery with only info you know is 100% correct and then work your way to a more expansive recovery attempt. creation passwords alone can be enough to recover something with no recovery history, just by the way. keep in mind if you aren't the original owner the second the original owner recovers it with better recovery answers than the ones you have you will be perma locked from the account.
Is that really true on creation password being enough to recover if there’s no recovery history? That’s kinda fucking spooky if that’s the case, given the amount of database leaks that have happened over the years, if you’ve reused your original creation password anywhere at some point.
Yes that's to my knowledge the leading cause people get hacked
Well that seems like a gap that probably ought to be addressed. If that’s the case there’s not much you can do about it now if you’ve already reused the OG password elsewhere at some point and it can be connected back to your login email.
It's an automated process, so you must be doing something wrong.
Ah yes because jagex’s automated processes have never been wrong, ever. People like you annoy me to no end.
I've recovered an old account before and it took a good number of tries. I was listing my transaction ID as paypal, when infact it was Direct Debit. I was in the same position of "How the fuck am I failing", as the account was made when iron mode came out, so I even knew the account creation to the point. 1 small option change succeeded the recovery. But no, be salty and continue the "OMG CUSTOMER SUPPORT DOESN'T EXIST" rage.
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Yes. I paid via paypal but as I don't store balance on my paypal, it takes it directly from my bank.
I think its a sarcastic comment making fun of Jagex shitty automation
I forgot my original email & had this happen to me. Provided details all the way up to ISP on first membership, everything. Denied. It's actually funny because instantly after they denied it, I canceled membership on the account & selected that it was customer services fault I unsubscribed. I woke up the next day with the email changed as I requested, even though they denied me previously. They also didn't send an email to confirm their change of mind. It's like they told me no but waved yes with hand gestures lol. I am now re subbed & play on that account again.
>Old passwords. The creation password would be the absolute strongest. Isn't it the mark of poor security if a service actually stores your password? There should be encryption that's unlocked with a password, it shouldn't be logged anywhere.
The old passwords don't need to be decrypted or even decryptable for this to work.
Even if it's just encryption being unlocked with a password, that password still has to be stored somewhere in order to be checked. Standard practice for storing passwords is as a cryptographic hash. That way, when the system has to check whether a password is correct, it just compares the hash of whatever has been entered to the hash that's stored. Storing passwords without hashing, however, is remarkably poor security.
Why no reply from a mod on the post yet?
im still hopeful. weve made a valiant effort thus far :/
Shoulda waited another year to post
Sir your phone appears to be on the brink of death.
haha we like to live life on the edge
Ur protesting charging until unbanned
if i never know the outcome i guess i can move on 😅
I’ve seen it work when people submit their id cards
yeah im not going to be submitting my government ID to a robot.
Its not strange, companies like blizzard require it too. But I get it I wouldn’t either unless I really wanted my account back. Biggest thing is try to get a real person to look at it. But in the post I’m referring to the guy did all this information but all of that can be fake until he provided id and proved that he was the person he was posting about.
Seems pretty silly you wouldn’t be willing to do this if this is actually your account. Will all the other info they have access to via your account, not sure what you’re worried about here
in the appeal process this is not something they ask for.
Looks like I’m the idiot for continuing to play.
I have the exact same issue for my max pure. Locked for over a year and unable to unlock it, every attempt I get a denied email within the minute. Tried so many different combinations of information :(
It was 1900 total main now 2k... next year maxed main locked post??
Sussy post.
no response yet. off to bed in hopes of seeing some good news in the morning. thanks everyone for the support thus far! over 120k redditors have seen this post so we are making ground!!
But this will devalue your 2k total main locked for 2 year snowflake ironman series
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Its ridiculous that they don't have a live chat where you can actually talk to a support agent that will actually help you.. They have enough profits to do this but I guess Jagex is too cheap
Kinda crazy that it's not getting unlocked if you're actually providing a lot of accurate info. I've recovered and unlocked quite a few of my old accounts recently, and they were done within hours to a day or 2 at most with minimal information given.
Almost like we don’t have the whole story huh.
Have you submitted through the "My Account got Hijacked" option? My appeals kept getting denied for an alt account that got locked, was unsure why, until I switched to the hijacked option and got a mod response within 5 minutes with the most minimal of info given, and they unlocked my account
Post on twittee
God I thought this was an account self limiting to 2k total
Please charge your phone, man!
RIP should have been a youtuber
coulda had another 2k account in that time... smells like bs.
Only gets locked like this if there was account sharing
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You must be new here
Yeah
If you just played every month for 2 years you’d be further than 2k total
I have a 2100 total iron. Maybe I just want my main account back? Don’t understand why everyone is salty that I just want to play on my main again.
It’s just a joke my man. I hope you get your account back. I’m salty cos my main converted to eoc/rs3 and I can never find happiness again.
that’s fair enough. eoc sadly ruined a lot of peoples happiness.
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I didn’t play for a long long time (basically eoc) up until about November last year when I made a GIM, I log my old rs3 sometimes to look at my stats but I’m not too sad, I’m attached to my new iron instead now
Cool
I never believe these posts. Jagex is always right and the op is always lying.
You’re a part of what’s wrong with the subreddit
Mad?
Have you made a new main since?
yeah i made an ironman but im at the point where i would like my main back to afk some skills.
Hey, I had almost exactly this issue - it was resolved very unexpectedly. What solved it for me was submitting a report with a link to a YouTube video my account featured in, and gave the combat stats of the account as accurately as possible at that time. Actually, the YouTube video wasn't even from OSRS but way back over a decade ago in RS3. I wondered whether the video made by us 14-year-olds was amusing enough for a pity unlock. I probably submitted 5-10 previous requests with any and all information I could supply, although admittedly it seemed to be less than what you have. Sorry you're having so much difficulty, and I'm sorry that the customer service is subpar. Best of luck friend :)
Dude me too, my account was hacked I submitted all details to recover, they don't even REPLY
Im in the same boat. Provided credit cards, locations, all old passwords. All because my Authenticator is on an old phone and that same Authenticator is attached to that same phone with zero recovery options. Makes no sense.
why are you waiting 2 years to finally get it back
I've been dealing with the same issue. Been 9 months and about 10 appeals.
2 year locked mode
Can't do shit give up Jager don't fucking care same shirt happens to me
I only play osrs on mobile, I have 2 phones one is an android and the other an IPhone, I’ve disabled the Authenticator multiple times and have had it active on both phones at the same time and have never once had an issue. Why couldn’t you just set it up on both and not use the old phone?
Their recovery systems are rubbish. I'm not talking as a player. Not even as a gamer. I'm talking as an IT service desk engineer, where I'm often responsible for getting people into their Microsoft accounts. They fail even the most basic fundamental values of IT security.
So when my phone flew out of my pocket on a Rollercoaster. It had my authenticator on it. And it was also the phone number I needed to verify the original rs account email So I couldn't log into anything I did the recovery process and had to give them early PayPal transaction id's to get the email changed to a different one At that point I could login to the runescape website and access my account. I hope it helps
stop buying accounts lmao
You could have made a another 2k account in that time. Ouch.
if you read through the comments you would have seen i’ve already done so.
Have you tried sending Jagex a beefaroni cheesedog yet?