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msmoogsv11

msmoogsv11

Posts: 8Bronze Posts by user Forum Profile RuneMetrics Profile
I am making this thread from an ALT account. I have submitted over 10 recovery requests for my main account as it has been hijacked and all have been denied. Some emails give me feedback saying it requires much more info, some say I do not need much more info.

Typically they are denied within 30 minutes to 1 hour. Now what exactly does this mean since it isnt being auto-denied? This morning (about 8 hours ago) I submitted a recovery request again of course; but I havent gotten any response yet. Does this mean something happened and the recovery did not send or is this a sign of good news? I am very desperate to get my account back from the hacker. I can provide more info than the form asks for and I believe it would greatly increase my chances of getting the recovery form accepted. Is there any possibility to have a 1 on 1 with a Mod to recover it manually? I would appreciate a response. Thank you.

17-Jul-2019 23:35:21

Malua
May Member 2006

Malua

Posts: 32,202Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
msmoogsv11


A reply time of 30 mins-1 hour is an encouraging sign.
It means the form has passed the automated computer check and has moved on to a manual JMod check.

At this second stage the important parts are the 'Other Comments' box and recovery answers (if the account has them).

The 'Other Comments' box should be used to list:
* names of other accounts you own (they help provide an ownership link to the account you are recovering)
* address changes during the life of the account (town/state/country only)
* if you are still at the creation address, say so!
* emails you have had linked to the account
* any additional payment information e.g. purchases of Bonds, Runecoins etc.
You don't get much space in this box so choose your information wisely.

Recovery questions/JAG questions
If the account is very old, it may have recovery questions or Jagex Account Guardian questions set.
Jagex has every question/answer ever set on the account so enter any answers you know you set as they can be checked. Spelling/capitalisation does not need to be exact.

Jagex can take up to 24 hours to respond to a recovery form.
If you feel too much time has elapsed, try submitting another recovery.
You may receive an error message telling you a recovery form is already in the system.
Occasionally a recovery form goes missing, usually because the player accidentally typo'd the login.
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18-Jul-2019 00:43:57 - Last edited on 18-Jul-2019 00:48:23 by Malua

msmoogsv11

msmoogsv11

Posts: 8Bronze Posts by user Forum Profile RuneMetrics Profile
I appreciate the long response. So in the comment section, I include that I moved from State A to State B. I state my new IP address (maybe I should do address). But none of my new accounts have any affiliation with that account so should I still include it? I also include previous usernames, and I just recently included PMs from the last time I logged on the account because I have picture proof. I still have not received anything back though and it has been over 8 hours. Can I include a picture link of me being logged on the account in-game?

18-Jul-2019 01:07:50

msmoogsv11

msmoogsv11

Posts: 8Bronze Posts by user Forum Profile RuneMetrics Profile
Okay so I went to the old link that says my appeal has been submitted and it then told me there was an error submitting even though I took less than 10 minutes to submit. So that explains the 10 hour wait. Hopefully this time it goes through!

So to ask again .. is there any way to have a 1 on 1 with a mod to get the account recovered in case I keep failing at this recovery?

18-Jul-2019 02:06:12

Malua
May Member 2006

Malua

Posts: 32,202Sapphire Posts by user Forum Profile RuneMetrics Profile
msmoogsv11 said:
So to ask again .. is there any way to have a 1 on 1 with a mod to get the account recovered in case I keep failing at this recovery?
No, there isn't.

It has to go through the system that is currently operating because JMods don't have access to all your account information.
Some of the information is stored so securely, only the computer can check it.

The current recovery system was set up to deny access to hijackers who could "talk their way" into an account with only partial information.
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18-Jul-2019 04:32:06

msmoogsv11

msmoogsv11

Posts: 8Bronze Posts by user Forum Profile RuneMetrics Profile
Okay i see. So all day I have submitted 3 appeals and every single one of them has had the same result; no response. when i refresh the page about an hour after submitting it says the appeal was not submitted for a security reason or the session timed out. Why am I running into this today?

18-Jul-2019 05:57:00

Malua
May Member 2006

Malua

Posts: 32,202Sapphire Posts by user Forum Profile RuneMetrics Profile
You are not the only person to report an issue with this error today - it may be a problem at Jagex' end.
If it is a problem at their end, you will have to wait until they fix it before you can submit successfully.

The only other thing I can suggest is to try a different web browser and see if the recovery goes through.
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18-Jul-2019 06:31:22

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