RuneScape Wiki

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Billing Help

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:
  • We are experiencing issues with AOL/AIM email accounts where players are not receiving password change requests, email change requests and JAG related emails.

    We ask players who have these email addresses to navigate to the contact us page, where they will be able to find our contact details, and email us from their AOL/AIM account with an alternative email address. We will be able to register an alternative email address to account to solve this problem.


Choose from the options below or click here to contact us.

  1. Important information regarding Surfpin PayByPhone payments / Swedish PayByText users

    1. Click to find out more

      1. Important Information regarding Surfpin PayByPhone Payments
      2. Important info for Swedish PayByText/SMS users

  2. Top Questions

    1. Click to find out more

      1. Old School T Shirt up for grabs!
      2. Failed Credit/Debit Card Payments
      3. Pending PayPal payments
      4. Pending PayByCash payments (all methods)
      5. Pending bank transfer payments
      6. Pending PayByText/SMS payments
      7. RuneScape Pre-Paid Game Cards
      8. Subscription Status and History
      9. How to claim purchased and promotional items

  3. Manage My Subscription

    1. Click to find out more

      1. Subscription Status and History
      2. Updating your card details
      3. When will my next payment be taken?
      4. How does adding more membership affect my subscription?
      5. I have an active subscription but can't log in
      6. PayByCash processing time

  4. Members Benefits

    1. Loyalty Programme

      1. Signing up to the Members Loyalty Programme
      2. Receiving Loyalty Points
      3. Do I automatically get Loyalty Points when I subscribe as a member?
      4. Keeping track of your Loyalty Points

    2. Recruit a Friend

      1. Signing Up to Recruit a Friend
      2. Tracking Your Recruits
      3. How the XP boost works
      4. Starter Pack for new recruits
      5. Unused RAF XP boosts

  5. Payments

    1. Payment Methods Available In Your Country

      1. Payment methods available to you

    2. Credit/Debit Card Payments

      1. Failed Credit/Debit Card Payments
      2. Updating your card details
      3. Using a Gift Card (Pre-paid credit card)
      4. Special Offers

    3. PayPal Payments

      1. Paypal Failed payments
      2. Linking a credit/debit card to your PayPal account
      3. Updated PayPal Verification Rules
      4. Special Offers

    4. PayByText/SMS Payments

      1. PayByText - When you will receive your membership
      2. PayByText - Payment has been made, but unable to access members worlds
      3. PayByText - After replying to a message, the on screen bar has frozen
      4. Important info for Swedish PayByText/SMS users

    5. PayByPhone Payments

      1. PayByPhone service currently unavailable - Click for more info

    6. RuneScape Pre-Paid Card Payments

      1. Trouble with your PIN
      2. Unable to read your PIN
      3. RuneScape Pre-Paid Game Cards
      4. Using an Ultimate Game Card and Ultimate Points
      5. Special Offers

    7. PayByCash Payments

      1. When you will receive your membership
      2. Using a paysafecard
      3. Using an Ultimate Game Card and Ultimate Points
      4. PayByCash is the only available payment method

    8. Squeal of Fortune

      1. How to purchase spins
      2. How to use your spins and claim items
      3. Unable to purchase more spins

    9. Solomons Store

      1. How to purchase RuneCoins
      2. How to purchase items in Solomons Store

    10. Cancellations and Refunds

      1. Cancelling your subscription - with access to account
      2. Cancelling your subscription - without access to the account
      3. Cancelling your PayByText/SMS subscription (UK)
      4. Cancelling a subscription with remaining membership time
      5. Refund policy

  6. Squeal of Fortune & Solomons Store

    1. Squeal of Fortune

      1. How to purchase spins
      2. How to use your spins and claim items
      3. Unable to purchase more spins

    2. Solomons Store

      1. How to purchase RuneCoins
      2. How to purchase items in Solomons Store

  7. Unable to Access Members Benefits

    1. You have an active Subscription but can't log in

      1. Using a credit/debit card subscription
      2. Using a PayPal subscription
      3. Using a PayByText/SMS subscription (UK only)

    2. Negative Credit

      1. Unable to log in due to negative credit
      2. JCoins

  8. General Membership Queries

    1. Click to find out more

      1. When to expect your next membership payment
      2. When to grab membership
      3. Reducing your membership rate
      4. How to become a member
      5. Transferring membership credit to another account
      6. How to claim purchased and promotional items

  9. Old School RuneScape

    1. Click to find out more

      1. How do I gain access to Old School RuneScape?

Get your hands on a super-exclusive Old School T Shirt!

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Are you a fan of the rose-tinted Old School RS experience? Can’t quite find the words to describe your love of RuneScape circa 2007? Show them all by sporting the Old School colours outside of the game in the form of a fancy Old School T-Shirt!

We’ve joined forces with the rather excellent folks at Spreadshirt, and starting Friday 17th May, you’ll be able to submit your choice of slogan that will appear on a limited edition Old School T-Shirt that could be yours when you scoop up 12 months of tasty game time!

We'll then select the top 5 slogans we like best on the 20th May and you’ll be able to vote for your choice of winner - whether you’re a member or not! The voting will end on the 26th May, followed by the announcement of the winning design on the 27th May.

The T shirts sporting the winning design will only be available by grabbing 12 months of membership, and will be available to get your hands on from the 31st May to June 16th, so grab ‘em while they’re hot!

For more juicy info, checkout the handy FAQ here.

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