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authenticator problems

Quick find code: 408-409-624-66114755

Rigid
Aug Member 2019

Rigid

Posts: 35Bronze Posts by user Forum Profile RuneMetrics Profile
Just got a new phone so the authenticator doesn't work, so I have to disable the authenticator right? seems easy enough. Go to disable it, get the email, click the disable button, sign in to my Runescape account and get an error message every time, go to do the same process again and I get tried to many time I'm locked out from these services..................... I mean christ I've changed phones and I can't access my Runescape account, anyone have any ideas, also I've tried on different browsers and I've tried waiting until I'm not locked out and it still does the same thing. Yay

05-Aug-2019 21:38:40

Hmm
Jan Gold Premier Club Member 2016

Hmm

Posts: 12,279Opal Posts by user Forum Profile RuneMetrics Profile
Sorry, you need to explicitly state you don't own the email address even though you do, so it triggers the full annoying process of resetting the accounts owner. Just simply using the email recovery isn't enough there. They'll take a look in the morning and if they believe it's really you, the authenticator will be removed if the request is successful.

05-Aug-2019 21:55:53

Asahel Frost
Dec Member 2007

Asahel Frost

Posts: 13,829Opal Posts by user Forum Profile RuneMetrics Profile
Original message details are unavailable.
OK just tried that, that just reset my password, doesn't disable my authenticator
but thank you for replying
It will have changed the registered email to the email address you used for the recovery.

You should be able to disable Authentiator now, and set it up again on your new phone.
Disabling the Authenticator

If it tells you that the link in the email has expired, then try using a different ISP. The easiest way to do that is to temporarily turn off WiFi on your phone, so it using the mobile data connection, then bring up the email on your phone, and tap the link in the email to open the webpage in the browser on your phone.
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05-Aug-2019 22:12:55 - Last edited on 05-Aug-2019 22:21:13 by Asahel Frost

Hmm
Jan Gold Premier Club Member 2016

Hmm

Posts: 12,279Opal Posts by user Forum Profile RuneMetrics Profile
Original message details are unavailable.
Seems extreme why cant I just disable the dam thing?


It is extreme, the email link should just work and that's a workaround. If you use the other link to contact Jagex and tell them about the issue, they should get around to fixing the actual problem which would allow you to disable the authenticator the standard way, but pushing both avenues at once would generally decrease how long you'd be waiting if one method beats the other.

05-Aug-2019 22:16:14 - Last edited on 05-Aug-2019 22:16:23 by Hmm

Rigid
Aug Member 2019

Rigid

Posts: 35Bronze Posts by user Forum Profile RuneMetrics Profile
spoke to my mod friend (selfie) and he's notified me the web browser is having problems, ive tried disabling once again and getting the same error I really don't want to go through full account recovery because the account was created in 2002 and I know I wont remember all the details. at a complete loss here. Yay

05-Aug-2019 22:26:54

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