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Account Help

Known Issues & Customer Service Notices

Known Issues:

  • 19th 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.
  1. I Cannot Access My Account!

    1. I think my account has been hijacked!

      1. Somebody has changed my registered email.
      2. Somebody has changed my password.
      3. Somebody has changed my password & registered email address.
      4. My account has been locked.
      5. I keep losing access to my account.
      6. Somebody has changed my Bank PIN.
      7. Somebody has changed my name.
    2. I have forgotten my password

      1. I have an email registered on my account.
      2. I do not have an email registered on my account.
      3. My Password Reset’s are being denied.
      4. I can’t remember the email registered on my account.
    3. I have forgotten my registered email

      1. I have forgotten my registered email address.
      2. My Password Reset’s are being denied.
      3. I cannot access my registered email address.
    4. I cannot access my registered email anymore

      1. I cannot access my registered email address.
      2. My registered email address has been deleted by my email provider.
    5. I am not receiving any emails from Jagex

      1. I am not receiving any emails from Jagex.
    6. I have forgotten my login details

      1. I have forgotten my login email address.
      2. I have forgotten my login username.
      3. I have forgotten my login password and I had an email registered.
      4. I have forgotten my login password but I never registered an email.
      5. I have forgotten my registered email address.
    7. Other account access issues

      1. My account has been banned.
      2. I have a technical issue.
      3. I'm in negative credit.
  2. Jagex Account Guardian

    1. JAGLOGOSMALL.PNG
    2. JAG Troubleshooting

      1. I have forgotten my JAG security questions/answers.
      2. Can I change my security questions?
      3. JAG was set by a hijacker!
      4. I have JAG but a hijacker can still log in to my account!
      5. There's a JAG device that wasn't set by me!
      6. I haven't received my JAG emails.
    3. JAG Device Management

      1. How do I add devices to JAG?
      2. How do I delete devices from JAG?
      3. Why do I have to enable the same JAG device again?
      4. Why can't I make any changes to JAG for 24 hours?
    4. JAG Security Questions

      1. What happens if I forget my security questions?.
      2. I would like different security questions than those currently on JAG?
      3. When making changes to JAG, will the security questions always be asked in the same order?
      4. What happens if someone else learns my security questions?
      5. What happens to my old recovery questions and answers?
      6. If I disable and re-enable JAG, do my questions stay the same?
    5. JAG & Old School RuneScape

      1. Does JAG protect Old School RuneScape?
      2. When will JAG protect Old School RuneScape?
      3. How can I stay safe in Old School RuneScape without JAG?
    6. General JAG Questions

      1. What happens if someone logs into my account on a unauthorised device?
      2. What happens if someone steals my password and I have JAG enabled?
      3. Where can I get more advice about keeping my account secure?
      4. How do I disable JAG?
  3. I lost my items!

    1. Guidance on Lost Item Return.

  4. I want to change my name

    1. I want to change my name

      1. What are the requirements?
      2. How do I change my character name?
      3. What If I dislike my name change or make an error?
      4. A Hijacker change my name, can you help?
      5. Can I have a specific name?
      6. What happens to my old character name?
  5. Keeping Your Account Safe

    1. Added Security Features For Your Runescape Account

      1. Registered email.
      2. Bank PIN.
      3. Recovery questions.
    2. Account Security Advice

      1. Top security tips.
      2. PC security.
      3. Phishing.
      4. Scams.
    3. Keeping Your Password Secure

      1. Passwords.
    4. Staying Vigilant Of Security Risks

      1. YouTube/Skype/Live Streaming links.
      2. Botting and macros.
      3. Buying accounts, items or gold.
      4. Phishing.
      5. How to protect your email address.
  6. Account Settings

    1. Managing Your Account

      1. Changing your password.
      2. Add or change an email.
      3. Changing a Character's name
      4. Change your Bank PIN
      5. Jagex Account Guardian.
      6. Recovery questions.
      7. Facebook Login & Association.
      8. Messages from Jagex.
      9. Account Status
      10. Disabling an account.
    2. Forgotten Login Details

      1. I have forgotten my registered email address.
      2. I've forgotten my log in details.
  7. General Account Query

    1. I Couldn't Find The Answer I Was Looking For

      1. I have a query that I can't find an answer to elsewhere.
  8. Old School RuneScape

    1. I had an account in 2007 but have forgotten my password
    2. I had an account in 2007, forgotten my password and there is a registered email on the account
    3. My password reset requests are being denied
    4. Does JAG protect Old School RuneScape?
  9. Tell Jagex About...

    1. Difficulty With Website or Game Features

      1. Problems with the RuneScape wiki.
      2. Problems with the RuneScape forums.
      3. Problems with the game.
      4. Bug/Tech Issues.
    2. Interacting With Other Players

      1. Reporting a player.
      2. Scams.
    3. Changes To Your Account

      1. Stat rollbacks.
      2. Offence appeals.
    4. Online Safety

      1. Online safety.
    5. Suspicious Emails

      1. Phishing.
    6. Feedback and Recommendations

      1. Feedback on the team.
      2. Suggestions.



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