Hey u/Tswatz,
Sorry to hear you're having trouble with the account recovery process.
Just so I've understood this correctly, you started the appeal process from email X (an email associated with the account) but did not receive an update to that appeal.
You then submitted an appeal from email Y (an email that is not associated with the account) and received an update, but that appeal was denied?
If this is the case there are a few things we can recommend, depending on the precise issue.
A) The issue is you're not receiving emails to email A. If this is the case; the most common reason for players not receiving emails is because they are either identified as spam, or they are being filtered from your inbox.
If you follow this guide to receiving emails, this should help you with the steps to get this solved for most cases. Please also make sure you're checking the right email account.
Some educational or company emails tend to have strict spam filters in place that can prevent Jagex emails from reaching you. In these instances, it is advisable that you contact the relevant department to query your email settings.
The primary workaround for not receiving emails is to apply a new registered email, which follows the same process as unlocking an account, so we don't want to send you in a loop! Which leads us to...
B) submitting a claim from a different email should not constitute a brick wall when it comes to recovering your account, if your appeal was denied it is likely because of insufficient evidence that you are the creator of the account.
We have some advice available here that will help with completing the recovery form.
You should never divulge your passwords or sensitive information if you're contacting Jagex via ticket or email. These should only be known by the account owner and not shared with anyone else, even us!
If you're getting denied it's because the information you're providing isn't enough for us to confidently identify you as the creator of the account. We have stringent requirements for recovering accounts, but I understand it's really frustrating to get appeals denied.
If you're still having issues after following the above, could you please reach out to the team using the form on the bottom of this page so we can see what we can do to help.
Hopefully this helps!
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