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Paid Twice, Not Working

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Saxels15
Nov Member 2018

Saxels15

Posts: 2Bronze Posts by user Forum Profile RuneMetrics Profile
Hi guys,



I hope i'm allowed to post this question here, and if not, hopefully someone will be able to point me in the right direction.



I've contacted Jagex support already, but they take a long time to answer, and when it comes to money I get a bit nervous. Anyway, I recently tried to resubscribe to membership, but I didn't realize that it was a recurring membership. Before the subscription was due to resubscribe, I got a new debit card with a different card number. So I made a new subscription with my new card without cancelling my old subscription, the payment went through (I called my bank to check), but i'm still unable to play membership. I then cancelled my old subscription and paid again (I know that was dumb) in hopes that would work, but i'm still unable to play. I received an email from Jagex confirming my payment, but I have not received a message on the Runescape website via my account messages. Does anyone know what I should do here, or do I just need to wait until I get a response from Jagex support?



If you have any questions to me that wasn't clear in the post, please ask and i'll answer to the best of my abilities.

15-Dec-2018 19:02:07

Malua
May Member 2006

Malua

Posts: 30,824Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
Saxels15


Setting up a new recurring subscription should auto-cancel the previous subscription.
Also, the successful subscription arrangement will be confirmed with a message in the 'Messages' tab of the account you paid for.

Check the email.
What display name is the email addressed to?
That is the display name of the account you paid for.
If it is not the display name of your account and you cannot see a message in the 'Messages' tab, it means you have paid for another account.

What support page were you on when you started the process to message Billing Support?
Either Transferring membership between accounts or Refunds would have been the pages to start on.

Unfortunately Billing Support are taking extended times to respond to player tickets at the moment. The usual response time is within 48 hours.
Player Support Response Times

As long as you used one of the two above pages, you just need to be patient and you will be replied to.
However, you should be able to see a copy of the ticket you sent in your 'Messages' tab.
Can you see the ticket?
Have you tried logging in to your other accounts and checking the 'Messages' tab in them?
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15-Dec-2018 20:21:10 - Last edited on 15-Dec-2018 20:21:52 by Malua

Saxels15
Nov Member 2018

Saxels15

Posts: 2Bronze Posts by user Forum Profile RuneMetrics Profile
I'm not sure if my reply went through the first time, so i'll type it out again.

Thank you for replying, The display name that is addressed in the email says 'Character Name Unavailable', but i use my email to log in, and it's the same email I received the confirmation of payment on. My other account uses a different email, but I checked it just in case and it isn't a member either. I didn't use those pages to submit a request, but i'll send one into refund as i think that pertains to my situation more. I can see the request that I made as well. I have also checked my other account to see there were any messages, but there were none. Thank you again for tying to help me!

15-Dec-2018 21:01:04

Malua
May Member 2006

Malua

Posts: 30,824Sapphire Posts by user Forum Profile RuneMetrics Profile
The term 'Character Name Unavailable' is the term of address to an account that is inactive and does not currently have a display name.
You have most definitely bought membership for the wrong account.

Here is a link to a short explanation about emails: Login Email and Registered Email

To discover the login of this unknown other account, use the Forgotten login support page.
Navigation: Still stuck? -> no -> yes -> Email my login
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15-Dec-2018 22:20:26

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