Below are the solutions to the most common problems that players purchasing membership with a Credit or Debit card experience. If you follow all the steps in the solution and are not able to resolve your problem please contact the Billing Team.
There are two key reasons why a payment will not be collected part way through an ongoing subscription.
Occasionally, your attempt to make a payment will be declined. Don't worry, this is nothing to be concerned about.
When this situation occurs your bank may have reserved funds in advance for making the payment – please note that these could be displayed as ‘processed’ or ‘pending’ on your statement. Don’t worry, we won’t be taking those funds and they will be automatically returned by your card issuer once they are aware that we are not going to collect them. It can take between 5 – 10 working days for your card issuer to return the payment.
To help your payment succeed, please check the following things:
If none of the above points are the cause of your problem we recommend you contact your bank to see if the payment was declined by their security systems. If it wasn't, please Contact us for more help.
We do support a large number of Gift Cards - be careful though, as not all gift cards work online or in all countries. RuneScape is created and run from the United Kingdom, so it is worth checking to see if your card can be used here.
To check, simply search the website of the brand of your card (e.g. Walmart, Vanilla...). Don't be led into thinking all Visa or MasterCard Gift Cards will work, it is the brand that decides where the cards can be used. For example, American Express Gift Cards can only be used in the USA.
Of course, if you've purchased a Gift Card already and you cannot use it on our website, you may still be able to purchase a RuneScape Pre-Paid Card at your local store, so the money wouldn't have been wasted.
If you are having problems and you cannot find if your card is compatible with our systems, Contact us to find out more.
If you have a replacement Credit/Debit Card you can update the details under the Account Settings section of the RuneScape website, then simply select Start/Extend Subscription.
You will be prompted to enter your RuneScape account login information, then select the link to update the expiry date of the card on your active recurring subscription payment.
If you want to change the card you are using to pay to a completely different one, all you need to do is sign up for a new Credit/Debit Card recurring subscription payment. This will automatically cancel the current recurring payment, replacing it with the new one.
If you want your payments to be collected on a similar date to what you are already used to, add the new recurring subscription payment when you have 4 days of membership left. This will stop the current membership from collecting another payment when it only has 3 days remaining, plus it only moves your rebill date by 1 day.
The full Credit Card agreement can be found here. In plain English, it means:
THE INFORMATION ABOVE IS ONLY TO ASSIST IN UNDERSTANDING THE CREDIT CARD AGREEMENT. IN THE EVENT OF ANY CONFLICT BETWEEN THE INFORMATION IN THIS WIKI AND THE BINDING PROVISIONS OF THE CREDIT CARD AGREEMENT OR TERMS AND CONDITIONS, THE LATTER SHALL CONTROL MEANING.
Payments for RuneScape will appear on your statement with the following prefix: "info.jagex". This is also true for any payments relating to other games that Jagex produce.
We always recommend you to Contact Us, if you don’t recognise a payment on your statement. We are able to investigate and help.
Below is a list of things that our Billing Support Team will need to know:
We would always advise you to ensure your computer is secure also, just to make sure your card details were not taken this way. You can find out more about securing your computer in the security section.
We sometimes limit the payment methods an account can use to purchase RuneScape membership. This happens following a payment being reversed by the bill payer.
If your account owes JCoins due to a reversed payment then click here to find out what to do next.
If you do not owe JCoins, but still cannot use all of the available payment methods in your location, please Contact Us for more information.
You can contact us around the clock, for in-depth knowledge and advice from our team of Billing experts.
Simply head on over to Contact Us to get started.
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