Re-work the Account Recovery/Support System Please

2 weeks ago my account randomly got locked. Since then, I have been submitting a new account recovery request daily and then receiving "denied" emails after review. Even after following the hints provided, I have not been able to successfully recover my account.

I'm in my late 20s and created my account over a decade ago. Trying to remember specific account creation date details is impossible. However, I've provided the correct ISP used when creating the account as well as the location. I've also provided several previous passwords used and I have provided previous emails to the account that was registered (all emails have my IRL name in them except for the email I used to create the account, that email has my IRL name initials). I do have recovery questions set on the account which I'm pretty confident are correct as when seeing why my appeals are denied they usually request more transactional evidence. However, I've provided multiple PayPal transaction IDs for membership over the last decade as well which still isn't good enough.

At what point does common sense come into play? My previous in-game name for my account is my IRL name with an extra letter. It's difficult to provide extra detailed information as well when there is a 250-character limit. I have screenshots showcasing milestones achieved on the account which also can't be submitted as there's no option for that.

I was extremely close to maxing when my account got locked and have no desire to start from scratch. I'm hoping I can get some level of support and an actual review instead of directing me to an article or post by Jagex which is unhelpful. I think I have submitted a total of 13 or 14 account recovery requests which have all been denied after review.

Checking Twitter and even this subreddit, it seems to be a somewhat common problem of not being able to unlock/recover older accounts.

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Hey u/xCharith

Sorry to hear you're having trouble recovering the account. We have stringent requirements for recovering accounts, but I understand it's really frustrating to get appeals denied.

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.

It's worth noting that one of the primary reasons an account gets locked is if suspicious activity has been detected.

It's really important to ensure you follow these security steps on your e-mail account before you regain access to your account, so we don't end up in a similar loop:

Change the password to something brand new that you do not use anywhere else
Enable two factor authentication.
After the above two steps have been completed, log the e-mail address out of all instances. If you're not sure how to do this, you will need to find out through your provider.
Finally, review the inbox rules currently in place on your registered email address - the hijacker might have set up 'rules' which will redirect your incoming emails to another email address, meaning you might not be receiving important security information about your account. Each email domain uses different systems, but for Gmail, you can follow the advice here or for Outlook you can follow the advice here.

We no longer use the manual recovery process with Jagex accounts, so should help you in the future once we get you back into your account!

Jagex Support

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