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No Access to Old Email

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AJMS
Aug Member 2019

AJMS

Posts: 10Bronze Posts by user Forum Profile RuneMetrics Profile
Hello, I would like to speak directly to a Jagex mod about taking off the authenticator from my account. It is linked to an old Yahoo email which I do not have access to anymore because of the Yahoo and AT&T merge, now the linked account has a bellsouth email as a recovery account which I do not know anything about. I had submitted an appeal to remove the authenticator with as much information as I could provide, and I was denied my appeal. I still have access to this authentictor, but I do not have access to the email linked to my account. I want to remove said email and the authenticator so I can freely use my own account, Ive submitted my appeal and was denied, I do not know where or who to reach out to, so Im seeking help here, if anyone can please help me with my situation that would be very much appreciated!

03-Aug-2019 16:56:19

AsaheláFrost
Dec Member 2007

AsaheláFrost

Posts: 13,659Opal Posts by user Forum Profile RuneMetrics Profile
Hi AJMS.

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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03-Aug-2019 17:21:41

AJMS
Aug Member 2019

AJMS

Posts: 10Bronze Posts by user Forum Profile RuneMetrics Profile
It took a few hours, I sent a request around 11pm or 12am, and got a reply saying it was denied around 5AM due to not enough information, even though I gave 3 passwords I know for certain Ive used since the beginning, and credit card information that Ive paid myself for membership since 2015, and they are asking me for information like my very first subscription or when and where did I make the account, I was simply too young being like 10 years old when I made the account in 2005/2006 so I cant answer every question accurately. I have access to the authenticator and account password, even know my own bank pin that Ive had since the beginning of the game, and Im still denied the appeal. I just want to remove the authenticator cause its on a old barely working phone, and I dont have access to that Yahoo email that my account has been linked to since the beginning.

03-Aug-2019 18:31:36

AsaheláFrost
Dec Member 2007

AsaheláFrost

Posts: 13,659Opal Posts by user Forum Profile RuneMetrics Profile
If the reply is not immediate, then your form will have been reviewed by a jmod, and they will have included feedback in the reply saying what information needs to be improved, so be sure to read that. Include the extra details they ask for in your next recovery request.

There's advice on filling in the recovery form here:
Denied password resets

Jagex will not change the registered email for you unless you can provide enough information on the recovery form to show that your created the account originally.
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03-Aug-2019 18:53:39

AJMS
Aug Member 2019

AJMS

Posts: 10Bronze Posts by user Forum Profile RuneMetrics Profile
But cant they see how flawed this is? I created this account almost 15 years ago, I was like 10 or so when I made the account, I even provided THE FIRST password I used which I know for a fact is the first password I made, I live in the same house but switched through multiple internet providers over 15 years, I cant access the Yahoo email cause the recovery email is a bellsouth email WHICH I NEVER MADE, cause AT&T merged and separated which screwed over old accounts that have been unused. I can log into the account right now which no one else ever had access to, cause ITS MY original account and my first account, how can I provide information that is 15 years old?

03-Aug-2019 20:28:50

SkodáRiver
Nov Member 2009

SkodáRiver

Posts: 7,147Rune Posts by user Forum Profile RuneMetrics Profile
Did you look into their reason of deny ?

Since your recovery attempt got back after a few hours , do that mean you passed the auto check and is a good thing , even tho it can be denied.

You need to polish your information a bit , if you have been hacked before do you really need to provide information before the first hack.
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03-Aug-2019 20:52:53

AJMS
Aug Member 2019

AJMS

Posts: 10Bronze Posts by user Forum Profile RuneMetrics Profile
I understand why they need all that information to determine if Im the original creator, but there are some questions that are just impossible to answer if the account is over 10 years old. My account is almost 15 years old and I cannot answer specific information cause I was too young or its so old that its just impossible to give certain info. All I want is to at the very least switch emails on the authenticator cause I have to turn on a barely working phone, I have two emails set on my RS account, my main email has been set to it for a few years, but the old email is considered the original email and I cannot access that. I just want to speak to a JMod abut this, please.

03-Aug-2019 20:55:08

SkodáRiver
Nov Member 2009

SkodáRiver

Posts: 7,147Rune Posts by user Forum Profile RuneMetrics Profile
I understand what you are saying , but some of those things they asked for , should be something you know or you could ask your siblings/parents.

But your only way are trough what you already are trying , some how do that J mod their looked into your attempt , not being convinced that you are the creator of the account and there for will they reject it.

If you account are so old , then should you not provide any information from 3-4 years ago , but instead focus in the information from back when you made it.
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03-Aug-2019 21:06:15 - Last edited on 03-Aug-2019 21:06:52 by SkodáRiver

AJMS
Aug Member 2019

AJMS

Posts: 10Bronze Posts by user Forum Profile RuneMetrics Profile
Yeah, I did provide information leading 5 years back, I provided the last four digits of possible credit cards I used to pay for it, I cant ask my parents cause they definitely wont remember anything from that long ago like credit card info, I even gave the month and year of when I got membership for the very first time in january of 2006 or 2007 cause I remember it being around Martin Luther King's day when I first got membership. I dont know how else I can prove Im the original creator of an account that was made between 2005 or 2006.

03-Aug-2019 21:18:13

SkodáRiver
Nov Member 2009

SkodáRiver

Posts: 7,147Rune Posts by user Forum Profile RuneMetrics Profile
Well if one of your parents paid for your membership , back then ,then do you NOT need to provide the credit card number or the security numbers , BUT you should know who paid , adr back then (post code/city/state/country) :) Clan : Order Of Adventurers

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03-Aug-2019 21:31:53

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