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Payment Help Contact Us

Known Issues & Customer Service Notices

Known Issues: The PayByPhone payment service is temporarily unavailable. We're currently working to restore service through an alternate payment provider. Please do not call any of our paybyphone numbers at the moment as you may still be charged. There are a wide variety of quick and easy alternate payment options available to check out on the subscription page - be sure to take a look! Customer Service Notices: No notices

Send Us a Message

Message Centre

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

Click here to send us a message using the Message Centre.

If you’re unable to log in to your account for any reason, don’t worry, we've got your 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 Billing 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

Click to send us an email

Choose a category

Simply select a category below that best fits your query.

Tip! Use your selected category as the title of your email to help us get back to you sooner!

Credit Card Payment Query

Copy and paste the template below into your email, simply fill in the related information and send this to billingsupport@jagex.com

***Please *DO NOT* include your passwords, or full credit/debit card number in this email***

My Account’s Username/log in email is:

My Account’s Display Name is:

The first 6 and last 4 numbers on the credit/debit card I made the payment with are: Please provide in this format – we don’t need your full credit/debit card number 1234 56** **** 7890

My credit/debit card expiry date on the card I made the payment with is: Please provide in this format: MM/YY

The date(s) of my payment is:

My message for Jagex Billing Support is:

PayPal Payment Query

Copy and paste the template below into your email, simply fill in the related information and send this to billingsupport@jagex.com

***Please *DO NOT* include your passwords in this email***

My Account’s Username/log in email is:

My Account’s Display Name is:

My registered PayPal email address is:

My PayPal Invoice ID is: This is the number and letter code in the top right hand corner of your PayPal payment confirmation email

The date(s) of my payment is:

My message for Jagex Billing Support is:

PayByCash Payment Query

PayByCash have advised us the best action is to contact them directly, as only they have detailed information on your transactions. For a fast response contact PayByCash directly by clicking here.

Should you still wish to contact Jagex Billing Support, simply copy and paste the template below into your email, fill in the related information and send this to billingsupport@jagex.com

***Please *DO NOT* include your passwords in this email***

My Account’s Username/log in email is:

My Account’s Display Name is:

My PayByCash Order ID is: This will be on the payment confirmation email you will have received

The date(s) of my payment is:

My message for Jagex Billing Support is:

PayByText/Mobile/SMS (BOKU) Payment Query

BOKU have advised us the best action is to contact them directly, as only they have detailed information on your transactions. For a fast and friendly response contact BOKU directly by clicking here. Be sure to gather the same information asked for below when contacting Boku.

Should you still wish to contact Jagex Billing Support, simply copy and paste the template below into your email, fill in the related information and send this to billingsupport@jagex.com

***Please *DO NOT* include your passwords in this email***

My Account’s Username/log in email is:

My Account’s Display Name is:

The country I am paying from is:

The Telephone Number I used to pay is:

The date(s) of my payment is:

My message for Jagex Billing Support is:

Pre-paid RuneScape Card Payment Query

Copy and paste the template below into your email, simply fill in the related information and send it to billingsupport@jagex.com

Tip! To greatly speed up your resolution, attach an image of the front, rear, and receipt of your pre-paid RuneScape card to your email.

***Please *DO NOT* include your passwords in this email***

My Account’s Username/log in email is:

My Account’s Display Name is:

The PIN on the back of my GameCard is:

If you are unable to read the PIN on your card, please attach pictures of the receipt and back of the GameCard with your email

My message for Jagex Billing Support is:

Unable to log in due to Negative Credit

Copy and paste the template below into your email, simply fill in the related information and send it to billingsupport@jagex.com

***Please *DO NOT* include your passwords in this email***

My Account’s Username/log in email is:

My Account’s Display Name is:

My message for Jagex Billing Support is:

Other Payment Query

If your issue doesn't fit into any of the above categories, simply copy and paste the template below into your email, fill in the related information and send it to billingsupport@jagex.com

***Please *DO NOT* include your passwords in this email***

My Account’s Username/log in email is:

My Account’s Display Name is:

My message for Jagex Billing Support is:

Postal Address

Jagex's registered address is:

Jagex Ltd.
St. John's Innovation Centre
Cowley Road
Cambridge
CB4 0WS
United Kingdom
Our VAT number is 791 951 784.

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