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Girlfriends Account Banned

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wizard matt
Aug Member 2017

wizard matt

Posts: 13Bronze Posts by user Forum Profile RuneMetrics Profile
Finally, after 2 years, i convince my girlfriend to play runesape. Now that mobile is out she said she would. She plays for 2-3 days starts to love it. On the third day, today, she wakes up and her account is banned for "Macroing - Major"; and on top of that the evidence says "Evidence Type: Jagex Moderator Comment.

Not only does that mean she was banned in error but it wasn't even by the system, it was by a live person. Now she has to wait 14 days for a mistake a real person made?

If anyone can push her appeal through, her account name is TayR2H, it would be much appreciated. If i cant get her account fixed by the end of today she probably wont play anymore. She plays on ipad/iphone mobile.

This just looks real bad in her eyes that she finally plays Runescape and a mistake of this magnitude is made in the first 3 days.

Also side note: I pay for her membership. When this is ultimately reversed because it is an error, do i get reimbursed for the time missed for membership?

16-Aug-2019 15:57:02

Asahel Frost
Dec Member 2007

Asahel Frost

Posts: 13,641Opal Posts by user Forum Profile RuneMetrics Profile
Hi wizard matt.

First of all, please make sure your girlfriend's PC and email account(s) are secure using the advice here (and yours if you share a PC):
Security Help
Keeping your email secure

Ban appeals are taking a few days at the moment, maximum is 14 days. She will get an email and a message to her Runescape account's message centre inbox.
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16-Aug-2019 16:05:22 - Last edited on 16-Aug-2019 16:05:43 by Asahel Frost

wizard matt
Aug Member 2017

wizard matt

Posts: 13Bronze Posts by user Forum Profile RuneMetrics Profile
Thanks for the rply. I put her appeal in even though it says it "unappealable". Will that matter?

Also her account is brand new with an OK password i dont think it was hacked. We were playing last night at like 12am -5 EST. She was banned sometime between then and this morning at 10am. If no one logged on in that time her account shouldn't be compromised.

About the membership, i just bought her membership on her first day of playing. Will her account be reimbursed those membership days once this is fixed?

16-Aug-2019 16:19:55

wizard matt
Aug Member 2017

wizard matt

Posts: 13Bronze Posts by user Forum Profile RuneMetrics Profile
Yes sir sorry im trying to see if i can get this resolved asap because shes already telling me she doesn't want to play anymore. If i can someone get this pushed i think i can keep her playing

16-Aug-2019 16:25:22

Asahel Frost
Dec Member 2007

Asahel Frost

Posts: 13,641Opal Posts by user Forum Profile RuneMetrics Profile
The ban appeal process accessed via the Account Bans support page is a trial process, so isn't mentioned in the Account Status section of the website Account page.

You can appeal a macroing ban using the trial process.

The account may have been hijacked via an insecure email account (which is why I suggested you secure everything just in case). Jagex will look for evidence of hijacking when they review the ban, as well as checking that the ban hadn't been applied in error.

If the account was hijacked, then they won't reimburse the membership since the account's owner is responsible for keeping the login details secure. This sort of thing is always looked at on a case by case basis.
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16-Aug-2019 16:27:20 - Last edited on 16-Aug-2019 16:29:54 by Asahel Frost

wizard matt
Aug Member 2017

wizard matt

Posts: 13Bronze Posts by user Forum Profile RuneMetrics Profile
Ill have her change her password in case somehow someone got in but im pretty confident its secure. Her email is gmail and gmail tracks all logins and account access and there is nothing new on her email.

Assuming it wasn't hacked, She would be reimbursed her time missed for membership?

One last question, the "Evidence Type: Jagex Moderator Comment" does mean, somehow, a real person manually flagged her account for macroing?

16-Aug-2019 16:33:02

Asahel Frost
Dec Member 2007

Asahel Frost

Posts: 13,641Opal Posts by user Forum Profile RuneMetrics Profile
The question of reimbursing membership is for Jagex to decide, so I can't comment on that. As I said, it's done on a case by case basis.

All permanent bans are checked by a jmod before being imposed.
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16-Aug-2019 16:44:49

Wynd
Nov Gold Premier Club Member 2018

Wynd

Posts: 59,978Emerald Posts by user Forum Profile RuneMetrics Profile
wizard matt said:
One last question, the "Evidence Type: Jagex Moderator Comment" does mean, somehow, a real person manually flagged her account for macroing?
It means that the ban was applied by a J-Mod. Permanent bans are always handed out by a Jagex Moderator due to its severity. They want to make sure that the evidence gathered is correct and that it calls for a permanent ban.

16-Aug-2019 16:51:28 - Last edited on 16-Aug-2019 16:51:43 by Wynd

wizard matt
Aug Member 2017

wizard matt

Posts: 13Bronze Posts by user Forum Profile RuneMetrics Profile
That's the most bothersome part. A real person person somehow incorrectly banned an account for macroing. Either they didn't actually review anything or they were that wrong somehow after reviewing.

Thanks everyone for the help though

16-Aug-2019 16:56:00

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