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Jagex Account Guardian

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.


What is Jagex Account Guardian?

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Jagex Account Guardian (or JAG) is an optional security feature that provides an enhanced level of security to help RuneScape players protect their account.

Devices can be added temporarily or permanently, as well as being removed at any time using your registered email account and some security questions.

With JAG enabled, unrecognised users will be blocked from accessing RuneScape and will need to go through some security checks before access is granted, even if the current password is known.

On occasion, some devices will not need to be registered as a new device if you already have JAG enabled.

1. Why should I use Jagex Account Guardian?


JAG will help prevent any unauthorised device from logging into game on your RuneScape account, therefore keeping your account, bank and items secure.

2. How do I enable Jagex Account Guardian?


  1. At the bottom of the RuneScape homepage click the Profile & Settings link under the heading ‘Account’
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  2. Log into your account
  3. Go to the Jagex Account Guardian tab
  4. Submit 5 security questions which will be used to validate future devices

Remember to set up JAG on each of your RuneScape accounts for maximum security.


3. Where do I manage my Jagex Account Guardian settings?


  1. At the bottom of the RuneScape homepage click the Profile & Settings link under the heading ‘Account’.
    profandsetting.PNG
  2. Log into your account
  3. Go to the Jagex Account Guardian tab

In this menu you can do the following:

• View a list of authorised devices, when they were added, and their duration.

• Delete devices

• Disable JAG


4. How do I add devices to Jagex Account Guardian?


Every time you attempt to log in to the game from an unregistered device, you will have the option to add that device.

To add a new device you will be required to go through the following two additional security checks:

• Validate the new device through your registered email address

• Correctly answer 3 of your Security questions


5. How do I delete devices from Jagex Account Guardian?


At the bottom of the RuneScape homepage click the Profile & Settings link under the heading ‘Account’.

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After logging in, navigate to the ‘Jagex Account Guardian’ section.

Here you will be able to view and delete your registered devices after passing the additional security checks.


6. Can I temporarily add a device to Jagex Account Guardian?


Yes. You can decide how long you would like a device to be valid for when you add a new device. You can set how long the device should be registered, choosing the number of hours, days or even make it permanent.


7. How many devices can I add to Jagex Account Guardian?


As many as you like, although when making a device permanent ensure this is a secure device such as your home personal computer or laptop.


8. Can I apply Jagex Account Guardian to more than one RuneScape account?


You can take advantage of the enhanced security on all of your RuneScape accounts.


9. Can I apply Jagex Account Guardian to my other Jagex accounts?


JAG Jagex Account Guardian Account Security Temporary JAG device Can I apply Jagex Account Guardian to my other Jagex accounts JAG Information

Currently, JAG is only available for RuneScape accounts. In the future, we plan to roll out JAG for use on all existing (and new) Jagex accounts.


10. Do I need to have a registered email address to use Jagex Account Guardian?


Yes. JAG needs to verify that you are the account owner and it does this by sending an email to the registered email account.

Registering an email is a very simple process, just follow these steps: At the bottom of the RuneScape homepage click the Profile & Settings link under the heading ‘Account’.

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After logging in, navigate to the ‘Email Communication and Settings’ section and follow the instructions.


11. How do I disable Jagex Account Guardian?


For account security reasons we recommend that you don’t disable JAG. Once JAG is disabled the additional security measures are removed and your account will be accessed with only username and password information.

To disable JAG, at the bottom of the RuneScape homepage click the Profile & Settings link under the heading ‘Account’.

profandsetting.PNG

After logging in, navigate to the ‘Jagex Account Guardian’ section.

Here you will be able to follow instructions to disable JAG.


12. What happens to my recovery questions and answers?


When you enable JAG, your old recovery questions and answers will be replaced with your new JAG security questions and answers. The new security questions can only be set once and cannot be changed, which makes them a safer option.


13. What happens if I lose access to or forgot my registered email address?


Contact your email provider immediately to see if they can help you recover your email account. You can also contact us through the Account Help forums for additional support.


14. What happens if someone logs into my account on an unauthorised device?


You will be sent an email if an unauthorised device tries to log into the game using your account they will be asked to go through the additional security checks. Failure to pass those checks means they won’t get into your account.


15. What happens if someone steals my password and I have Jagex Account Guardian enabled?


Scan your computer for any viruses and reset your password. Any unauthorised devices will need to pass security checks before they are given access to the game. You can find more information on account security in our Support Centre.


16. What happens if I forget my security questions?


Your security questions cannot be changed once set. We strongly advise that you choose memorable but hard to guess answers. If you are unable to recall your security answers, you will not be able to make any further changes to JAG; this includes adding and removing devices.


17. What happens if someone else learns my security questions?


We strongly recommend that you keep your security questions a secret and do not tell anyone else as they will be used when making any changes to JAG settings. Be aware of phishing scams trying to steal your security information and keylogging viruses that can record your key strokes – Test your knowledge in our phishing quiz to learn more.


18. I haven't received my validation email, what can I do?


Validation emails should be with you in one minute, but it can sometimes take longer depending on your email provider. It is always worth making sure that the email hasn’t been sent to your spam folder first. If after checking your spam folder you still haven’t received your email, when adding a new device you will be given the chance to resend the email.


19. When will I be asked to enter my security questions?


We will only ever ask you for your security answers in the following situations:

• Enabling JAG

• Adding devices to JAG

• Deleting devices from JAG

• Disabling JAG (not recommended)

• Jagex will never ask you for your security questions/answers in game. EVER! Beware of phishing and scamming


20. Why can't I make any changes to the Jagex Account Guardian for 24 hours?


Repeated failure to answer the security questions correctly results in changes being prohibited for 24 hours for your security.

When a change to JAG is requested we first send an email to the validated address, when the link in that email is clicked you are then asked to answer 3 of the security questions.

If you didn’t make the failed attempts contact your email provider as your email account has been compromised. Scan your computer for any viruses and reset your password.


21. I have another question about Jagex Account Guardian


If you have any questions relating to JAG that have not been covered in this FAQ, please check our latest up to date information in the Account Help Support Centre.


22. Where can I get more advice about keeping my account secure?


For more tips about keeping your account secure, take a look at the Account Help section of the Support Centre.


23. If I disable and re-enable JAG, do my questions stay the same?


Yes, as a security feature your original security questions and answers will always remain on your account, even if you disable and then re-enable JAG. In fact, when re-enabling it you will be asked your security questions again.


24. How does Jagex identify devices?


For your security this is top secret.


25. I would like different security questions than those currently on JAG?


The security questions were carefully selected for security, however if you think there should be additional questions, please post your suggestions in the Everything Else Forum Thread for consideration.

26. When making changes to JAG, will the security questions always be asked in the same order?


No, JAG will ask you for your security answers in a random order. Please ensure you can recall all the answers to your questions.

27. I have another question about Jagex Account Guardian not covered by the FAQ?


If you have any questions relating to JAG that have not been covered in this FAQ, please check our latest up to date information in the Account Help Support Centre.



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