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Known Issues & Customer Service Notices

Known Issues:

  • 20th April -If you're having issues navigating to the payment panel when attempting to grab membership or items using the HTML5 beta, it's likely due to settings with your Chrome browser. Simply hit the link here for a quick and easy guide that will allow you to enable the payment panel in no time.

Customer Service Notices:

  • 23rd April 2014 -Bouygues Telecom (France) have a planned outage taking place on the 23rd April from 4:30am GMT to 12am GMT, whilst planned maintenance is carried out. During this time, payments for Bouygues Telecom France customers via BOKU will not be possible.
  • Suite à des travaux de maintenance prévus le 23 Avril 2014 prochain sur les serveurs de Bouygues Telecom, il ne sera pas possible d’effectuer des paiements via BOKU (PayBySms) depuis un mobile Bouygues Télécom en France métropolitaine.
  • 28th April 2014 -Three UK have a planned outage taking place on the 28th April from 12am GMT to 6am GMT, whilst planned maintenance is carried out. During this time, payments for Three UK customers via BOKU will not be possible.

Can't log in?

We can help you reset the password for your account using a few steps to verify your account ownership here.

For more information on how to recover your account and the account recovery system check out our Account Help section of the RuneScape Support Centre.

Support Centre

Check out our Support Centre where 97% of people find the answer they're looking for.

Send Us a Message

Message Centre

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The best way to contact us is through the Message Centre.

We have a quick and easy messaging system in place that enables you to submit your query to the team, allowing us to respond to your message via the message centre - you’ll have a response ready and waiting when you log into your account.

The system automatically gathers your account details, meaning we have all the info we need to look into your issue right off the bat, getting you back in the action sooner!

We recommend using the ticketing system if you’re after a swift resolution.

Response time: 24 hours


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If you’ve tried recovering your account and are still unable to log in to your account for any reason, don’t worry, we've got you covered. You can contact us via email any time and It's a great way to keep a record of your correspondence.

Contacting us by email may take a little longer than via the ticketing system but rest assured, whenever you send an email through, our Account Help experts will get back to you as quickly as we possibly can.

We aim to respond within two working days, although this response time may be slightly increased during busy periods.

Response time: 2 - 5 days

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