If you do not have an email address registered to your account you can still recover it by submitting a manual account appeal and supplying us with information that will prove you are the owner of the account.
If you have an email registered to your account you will need to use the Email Recovery System to get your password reset.
To recover your account, please follow these steps:
Log Into The System
Click on Login at the top right hand side of the page then Forgotten Password .
Fill in the Appeal Form
You will now be taken to the The Appeal Form. Please try and provide the earliest information possible so we can quickly help return your account to you. Below are some examples of the types of information that best allow us to make our assessment. Please note that the system will not ask you for information that has not been set on the account:
- The answers to your Security Questions, if you have them set. If you do not recognise the Security Questions please enter the answers which you can as we always keep the previous answers on system.
- The earliest billing information that you have for the account, such as a transaction ID which is found in the receipt emails
- The earliest password/s that you can remember for the account.
- Creation details such as when and where the account was created, as well as if you have ever moved house.
- Any other information that you may wish to include.
- The email which you wish to have as the new registered email address for the account.
Once you have filled in all the information that you have press the "Send to Jagex" button at the bottom of the screen.
Track Your Appeal
Once you have submitted your appeal you will see the following screen:
The email will be sent to the address that you selected in the recovery form.
Check The Results
When you enter your Tracking ID you will get one of three responses:
Unknown
You have entered your Tracking ID in incorrectly. Please double check your notes and reenter the ID.
Click to see image
Pending
Your request has not yet been processed, please check back in 15 minutes or so.
Click to see image
Declined
You did not supply sufficient information to prove you are the account owner. Please read this message for the additional information that you require to prove you are the account owner.
Success You have supplied sufficient information to prove you are the account owner. Please set a new password.
Click to see image
Enter the same password twice and then hit "Submit", You will now be taken to the confirmation screen
Email Confirmation
Once your Appeal has been actioned you will receive an email confirming if your appeal has either been Accepted or Denied.
If the Appeal has been granted you will receive this email in your inbox:
This will bring you to a screen to allow you to enter your email to change your password:
Lastly, you will come to the password change screen. Here enter your new password and confirm it and the process will be complete.
Confirmation Screen:
Can't find what you're looking for?
You can contact us around the clock, for in-depth knowledge and advice from our Account Help Team.
Simply head on over to Account Help Contact Us to get started.
