If you are unable to access the members game on your RuneScape account, and it is neither a Technical or Bug related issue, then it will be due to one of the following reasons,
Frozen membership
A ban is added to an account if it has been caught breaching our rules. If you receive an in-game ban you are likely to be banned for either 7 days, 14 days or permanently. If you have active membership on the account, you will not lose any membership days due to this. Your membership credit will be frozen and will continue as normal once the ban has expired.
We will not refund a payment if an account has been banned as the Rules of RuneScape have been broken. To find out more about our refund policy, please see the refund section.
You can appeal your offence under the account settings section of the website.
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Account is banned
A ban is added to an account if it has been caught breaching our rules. If you receive an in-game ban you are likely to be banned for either 7 days, 14 days or permanently. If you have active membership on the account, you will not lose any membership days due to this. Your membership credit will be frozen and will continue as normal once the ban has expired.
We will not refund a payment if an account has been banned as the Rules of RuneScape have been broken. To find out more about our refund policy, please see the refund section.
You can appeal your offence under the Profile and Settings section of the website.
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Can’t play due to negative JCoins on your account
Negative JCoins are added to an account when the bill payer has questioned a payment with one of our payment partners (e.g. Global Collect, Boku, PayPal etc.) This is called a disputed payment and the cost of membership has been returned to the bill payer.
As the payment has been returned, any membership used will need paying for again. This turns used membership into a debt. We display this debt on an account as negative JCoins, all other membership packages are removed from our payment screens until the debt is paid.
The first step you should take when faced with negative JCoins is to speak to the bill payer. It is possible they didn't understand what the charge was and disputed it by mistake. If they are able to reverse the dispute any negative JCoins are automatically removed from your account, putting back to exactly the same status it was in beforehand.
If this isn't possible, or the dispute can't be reversed, head over to the subscription page, select JCoins, under Select A Package, and purchase the package amount that best covers your negative balance.
If you need more information regarding which payments have been disputed, please contact our Billing Support Team.
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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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