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Unable to change email

Quick find code: 408-409-601-66108161

Jormengandr
Nov Member 2018

Jormengandr

Posts: 29Bronze Posts by user Forum Profile RuneMetrics Profile
hello all, my account has been hacked and all my items stolen. I want to rebuild but canít secure my account. The email linked to my account I canít use anymore due to it being stolen over 10 years ago which means I cannot reset password or set up authenticator. Iíve tried to appeal to have the email linked to my account changed to my current email and have been denied 5 times. Iím fearful Iíll never be able to get the emails switched and be able to secure my account. Which would mean Iíd probably cancel membership and stop playing all together... please help!!!

29-Jun-2019 15:30:36

Asahel†Frost
Dec Member 2007

Asahel†Frost

Posts: 13,646Opal Posts by user Forum Profile RuneMetrics Profile
Hi Jormengandr.

How quickly do the replies to your recovery requests come back? Are they immediate, or does it take an hour or so?
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29-Jun-2019 16:54:02

Asahel†Frost
Dec Member 2007

Asahel†Frost

Posts: 13,646Opal Posts by user Forum Profile RuneMetrics Profile
Avoid using VPN, a mobile phone or other 'anonymous' IP to submit the form. The PC you normally use to play the game is best.

Make sure the login name is correct, so that the information you give is matched against the right account. For an account created before November 2010, the login name will be the account's first ever display name.

You should have at least one correct password, plus correct information in 2 or 3 of the other boxes for the best chance of passing the automatic checks.

There's more advice on filling in the recovery form here:
Denied password resets
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29-Jun-2019 17:21:09

Jormengandr
Nov Member 2018

Jormengandr

Posts: 29Bronze Posts by user Forum Profile RuneMetrics Profile
Thanks frost! But Iíve done most of what you said other then not being on mobile. (I donít own a computer). I answer the questions as best I can but who knows what I had put down almost 13 years ago at the age of 11/12 lol. Iíll keep trying but Iím figuring it will be the same outcome. I can provide all current payment info as well. Like I said I still have access to my account but extremely fearful of being hacked again.Thanks again for your reply, nice to finally be able to talk to someone other then automated emails.

29-Jun-2019 17:27:03 - Last edited on 29-Jun-2019 17:29:57 by Jormengandr

Asahel†Frost
Dec Member 2007

Asahel†Frost

Posts: 13,646Opal Posts by user Forum Profile RuneMetrics Profile
You will need to provide enough information to show that you created the account originally in order to recover it.

Go to this support page:
Forgotten login
Click the "Still stuck?" button, answer 'No' to the next two questions, then click the "Maybe we can help" button. Fill in the form with as much info about the account as you can.
Glad to be of service :) (Powered by GPPô - Share and Enjoy!)
Official Community Helper (Info)
Twitter: @JagexHelpFrost
FC: SilverScaper

29-Jun-2019 17:31:15

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