27 days ago - /u/JagexKari - Direct link

Update:

Good news everyone! We're ready to get the ball rolling on restoring impacted players accounts. Find out more about here: https://www.reddit.com/r/runescape/comments/mgeum0/lockout_account_returns_updates/

A message shared on behalf of Mod Warden

Hey 'Scapers.

I have some significant news to share today on our progress to restore and return accounts impacted by the Login Lockout. This is a lengthy update that includes the first details on the return of accounts, our planned aftercare process, our plans to make things right and more beyond. 

Beta Learnings

The Beta has been our opportunity to put over two weeks of hugely complex work using telemetry to fill data gaps into the hands of players. This was all about getting players into their own accounts, and them letting us know what they thought, and felt, about the state of their accounts.

What's come out of the Beta is clear - the majority of the players feel their account is in a close to or as expected state (some messy banks aside!). This has been really great to see, and pays testament to the hard work of the team over the past few weeks to get this done with the highest degree of accuracy possible.

This wasn't everybody's experience, though. There are some known issues remaining and there are bugs for us to fix. It's also clear some accounts are more adversely impacted than others. We've already made improvements today in the Beta that have had great initial feedback, but there's still more work to be done for some.

Restoring Accounts

Throughout this process, I've promised you that we'll balance returning accounts with the best possible accuracy with the time it takes to get you back into the game. From the Beta, the message is simple - the majority of participants feel their accounts are ready to go.

Based on the Beta results, we are excited to share that we will begin the process of returning accounts early next week.  While this is obviously the news everyone has been waiting on, we do want to stress this is the start of a journey rather than the finish line. With our learnings from the Beta, this will be a rolling process, from the way we deploy accounts to the aftercare on hand providing further support as needed. 

First, we'll get the accounts that we are confident are in a strong restoration state back into the game. This will happen early next week. We'll also work in parallel to continue improvement efforts for the more adversely impacted accounts to get them back in your hands as soon as possible, too. 

As you read this, we know many of you will immediately be wondering if you'll be playing again next week. We'll be emailing anyone who can return to game in this initial rollout as soon as we can - again, early next week.

Known Issues

As I mentioned earlier, despite the return of accounts into game, some known issues remain. While we've been able to overcome so many challenges in this process - that's taken everything from building brand new tools to mind-boggling complex workarounds - not every problem has proved to be surmountable.

While most of these are minor, in the interest of being open and transparent there are a few more significant issues we want to tell you about now. 

  • Banks will be returned to you in a disorganised jumbled state, so you will likely have to spend time rebuilding it to look as it did before.
  • Invention Perks a matter of importance to us, and we've done everything we can to restore them including a fix mid-Beta. Unfortunately, we do expect most players to experience some loss of Perks or a reversion to February 8th.
    • However, we are working on possible alternative solutions - such as potentially refunding components used within gizmos in the data gap. This is still in progress and we're looking at every solution possible to do what we can.
  • Player Owned Farm and Ranch Out Of Time progress has proved difficult to restore via telemetry, and we expect most players to find any progress related to animals in pens and barns back to their February 8th state. Breeding log completions are expected to be up to date.

We will post a more complete list next week alongside the first rollouts as we gather up all the information, but we expect these to be minor impact compared to the points above (pending any new information coming to light that we don't know today!).

Commitment To Aftercare

With all that said, as I've talked about before, returning your accounts is just part of an ongoing journey. Certain things may not be perfect and outliers are completely possible. But, as I promised, we will do our absolute best to put things right - and that's where our Aftercare process comes in.

From next Tuesday's initial rollout, every person impacted by the Login Lockout will have the opportunity to flag anything that doesn't seem right when you return into game. This will be done through an easy-to-submit form to Player Support. Plus, within sensible reason, you'll be able to use this form a few times in case you discover something else is off later on.

To set expectations, we won't necessarily be able to return everything as it was through our Aftercare (for example, the insurmountable problems we mentioned earlier). However, even in those cases, we want to hear from you. We've promised to do right by you and we'll do what we can to make up for anything lost.

Our team will be working incredibly hard to get through any tickets to the best of our ability. With something this complex, we can't fully predict how many tickets we'll be dealing with and at what pace. Please do bear with us, but know that we will get back to every ticket and every person no matter how much time it takes.

Making Things Right

Let's face it - this has proved to be a challenging time for RuneScape. This unprecedented event is something all of us will never forget. As a RuneScape Team, we have grown together and learned so much. Along the way, you've been so supportive, despite what we can only imagine has been an agonising wait to be reunited with your account. As players begin to return to the game, we also want to make April a fantastic month to remember, and this is how we'll do it.

Membership

As we mentioned last week, if you were impacted we’ve already covered your Membership time by a month. On top of that, please enjoy another month on us as a thank you for bearing with us during this downtime - even if your Membership ran out after March 4th.

Impacted Premier Club Members will also be offered an exclusive discount (on top of these extra months of standard Membership) ensuring that if you choose to renew you get all the benefits next year at a price that takes time away into account.

The Returned Gift Pack

Throughout this whole process, the RuneScape Team has been blown away with the incredible patience and support that's been on show. We wanted to recognise how much that's meant to us, so we crafted a special care package as a token of our gratitude to everyone impacted.

  • Exclusive Cosmetic Gifts
    • Title: ‘The Returned’ (‘The Returned Ironman’ for Ironmen)
    • Cloak of Returning
    • Disc of Returning Weapon Override
    • Disc of Returning Inventory Object
    • ‘Returned from the Abyss’ Teleport Animation
  • Returners Gift Pack
    • 10 Restoration Pods (custom made versions of 'Knowledge Bombs', worth 1 Hour of Double XP each)
    • 10 Advanced Pulse Cores
    • 10 Cinder Cores
    • 10 Large Protean Packs
    • 10 Medium Prismatic Lamps
    • 10 Yak Track Task Skips
    • 10 Portable Skillstation Packs
    • 10 D&D Monthly Reset Tokens (Members Only)

As development continues on these items, these rewards will be available for returning impacted players from April 6th.

Double Daily Keys

To boost those daily gains and return missed opportunities of logging in every day, every impacted player will also receive a free month of Double Daily Keys on us, too.

Making April Awesome

We want to be ready to welcome players back to the game they love, re-unite the community, and recognise the loyalty of all RuneScape players - especially after you made it clear you want to stand shoulder-to-shoulder with those who were impacted.

Beginning April 12th, we'll be adding weekly themed events to the game on top of our existing content plans, from an upgraded Combat Week including Double Reaper and Slayer points, to a D&D&D week including double vis-wax opportunities, and much more. We'll detail these in full soon. We're also extending Yak Track by two weeks, and Vic The Trader will make a repeat appearance later this April. 

And, on top of all of this, we have a packed line up of content to come this April. We'll give you a look at what's to come next Tuesday in our usual Weekly Livestream.

Oh... And One More Thing

Last, but certainly not least, is something a little extra special we're cooking up to thank all players, too. At the end of April, we're going to be granting some special wishes for everyone.

While we're being all mysterious and illusive on this one, we'll reveal more about this later in the month. What would you wish for?

Final Words

As I wrap up this message, I just want to re-iterate that this journey isn't over. We've made huge strides, albeit imperfect, but we'll continue our mission to get you into a happy place. 

I'm super stoked about April and we've got the rest of this amazing year still to look forward to.

- Mod Warden

External link →
27 days ago - /u/JagexHooli - Direct link

Originally posted by snowbunnyxo_

i waited a month to get back a few hours worth of progress and in return i get some ugly cosmetics and items that i cant even use because im an iron. not happy with this. just give us some runecoins or loyalty points.

We'll go away and think more about this when it comes to Ironman. It's not a response we'll have immediately, but we'll consider what alternatives we could for people in this spot.

If you have any feedback for what you'd like to see as an Ironman, we'd love to hear it.

27 days ago - /u/JagexHooli - Direct link

Originally posted by cbfmakinganaccount

You are talking a lot about "game integrity" and that's the reason You are not giving anything to ironmen.
Let's see 2 ironmen: A, account that wasn't locked and B, account who hasn't been able to log in for 3 weeks (currently).

Before the lockout they both had 76 divination. They only use guthix caches to level it up. By now if account A has done it every day, they have 84 divination. Account B who is locked and has not been able to do ANY D&Ds is 8 now levels behind? This is for only 1 daily D&D. We have missed all the daily ones for 3 WEEKS, 2 weeks of weekly D&Ds missed and since it seems like we can't log in until April, if you didn't do the monthly D&D's instantly (like I didnt) then you are also missing the monthly ones.

Why and how are you talking about integrity when the people who weren't locked out are miles ahead in progress?

I mentioned this in another comment, but we'd love any feedback on suggestions you'd like to see as alternatives on an Ironman account. We're not closed to seeing if there's more we can do here.

27 days ago - /u/JagexHooli - Direct link

Originally posted by joe32176

Couple questions/comments.

1) the stream said membership is coming. Not premier, but regular membership. The message here says we’ll get a discount next year if we purchase premier. Which one is true (unless I missed them say it on the stream)?

2) Can you clarify what is/isn’t applicable to Ironman?

3) is there a way where we can see where we fall in the restore process? We didn’t all get beta access so don’t know if we’re in the first rollout, second, fifth? Or when these will be happening.

Both. So everyone gets the extra Membership time (which is added on to the end of any active Membership if you aren't month to month).

Premier Club players will have that added to the end of their current subscription also, as Membership, but be given a discount for next year's Premier Club membership that takes the Login Lockout time away into account.

27 days ago - /u/JagexHooli - Direct link

Originally posted by rileydelete

Well written, but I don't think this goes far enough.

Think of the opportunity cost. Consider how much time has gone into these accounts. Think of dailies missed & raw frustration. Let's not mince words, this was an unexpected catastrophe and too many players lost their accounts for no fault of their own.

The solution needs to be twofold: Prevention so that this *cannot* happen again. And justifiable compensation for those effected. Refunding components & gizmos is an interesting idea: these players will still need to roll for their most expensive perks. Adding a month of membership/discount to future premier is great; but what about the things these players can't get back. (Note: I understand how art teams often have time or breathing room at different stages in a game's development process.) Cosmetics are interesting, but the priority should be on restoration or even compensation rather than some sort of "exclusivity".

Think about the trust lost. Think about the time lost. Think about the emotional toll, wasted hours, & even monetary profit/loss. More importantly, think about what this says about how Runescape's updating process works. I'm used to years of sub-par or strange updates, but why is something broken every time something's added? It's a big, old game, & that built-in excuse is understandable. But when so many people are effected this badly there needs to be more than a "redemption story." There needs to be a confirmed course of prevention for those that were affected, doing everything possible to make it right to them. The Knowledge Bombs, Proteans, etc. are lackluster token apology gifts. The cosmetics are going to frustrate a lot of people, while not truly being a badge of honor for those that get access to them. But there's a broader series of issues or even internal long-standing problems that lead to this fiasco in the first place.

There's a way forward here that needs to be multi-faceted & active. The words that are written seem nice, but will the actions go far enough? I don't know.

Thanks for the extensive, clear thoughts here. We'll pass the feedback to the team.

27 days ago - /u/JagexHooli - Direct link

Originally posted by wronghaveorof

Copy-paste from previous thread: Hey /u/JagexHooli, thank you for the livestream and letting us know that our accounts will be returned early next week.

As the team has shared that there are known issues with perks and POF/ROOT progress, among other issues, will the 1 on 1 support have the capacity to restore this content or at least compensate if we have a trade history indicating how much we spent for specific breeding pairs for example?

It's really going to be case by case on this one. It's unlikely something we can't solve through the telemetry solution will be something we can solve through Aftercare, but we can look at what we can do to make it up to you to the best of our ability.

That may be through related items or something entirely different, but we will give back in these instances still.

27 days ago - /u/JagexHooli - Direct link

Originally posted by Lashdemonca

To be fair, The "rules" of the game mode does not include "If you get f**ked over by something like this, we don't care!!" *Evil laughter*

Ironmen are members of the community as well. The fact you think we arent is quite odd. I want cosmetics. Access to In-game events, even if they are nerfed for irons.

Yes, we may stand alone with our banks, our skilling, etc. But we are still members of the community who want to be heard, and want to play the game. At the end of the day, Ironman is simply an advanced "do-it-yourself" simulator.

We do care about this - as you put it, Ironmen are members of the community as well. It was a big topic throughout the process and we'll pass your feedback along.

What we do for Ironman players is definitely going to be something we go away and consider further.

27 days ago - /u/JagexHooli - Direct link

Originally posted by Lithe-

So I was locked out of my account since the beginning, but yesterday I regained access to my account only on the website (which finally informed me in my inbox I was a part of this lockout because I never got an email) and on OSRS. No membership was applied to my account as compensation probably because I was a member through bonds.

my questions are.
Is it safe for me to play OSRS while my RS3 account is still locked?
and
Will I not be compensated with membership or other items because I use bonds for membership?

You likely got invited to the Beta today so you may find your OSRS access isn't available shortly, I'm afraid to say.

And yes, if you purchased Membership recently with Bonds, you should receive the Membership credit.

27 days ago - /u/JagexHooli - Direct link

Originally posted by ForieRS

This package is just another example on how disconnected the jmods are from the game. How is 10 hours of dxp suppose to be any sort of compensation when you've lost a whole month? And I couldn't care less about cosmetics. I don't understand how some people genuinely can be satisfied with this package.

The intent of the April events is to really help make up for that lost time - all the bonuses are based on things suggested by players that they felt they missed out on, and even some of the things around known issues (ie. Player Owned Farms will see some boosted bits in the D&D&D weeks).

What's your take on those? We'd love to hear the feedback.

27 days ago - /u/JagexHooli - Direct link

Originally posted by wronghaveorof

To clarify, do double daily keys stack on top on our current key packages, such that we may obtain quadruple keys for example?

We'll double check on how it's applied - if you have the package already, I'd be willing to bet it's added to the end of that active package though.

27 days ago - /u/JagexHooli - Direct link

Originally posted by Blakland

What can Ironmen expect in their care packages? Is it going to be a nerfed version of what was advertised in this post?

Mentioned this in a few places, but we're open to feedback on what you'd like more of from this as an Ironman.

27 days ago - /u/JagexHooli - Direct link

Originally posted by Jevaneaux

My issue with the compensation package:

  • It compensates for less than what we missed out on. Miss out on 1 month of D&Ds, but only get 10 tokens to make up for it? What's that? Would it really have been game-breaking to give us say, 30 "Reaper reset tokens" to make up for the reaper tasks that we lost out on? And that's just one thing that we missed out on.
  • Which brings me to this point: the package is completely useless for PVMers. It is purely XP-based. I understand you can't go over hypothetical GP gains for compensation, but something like a few free deaths or free boss portal swaps would have at least shown that you cared
  • As a 1%er, I can understand how someone who wasn't locked out thinks the cosmetics are unfair. I personally don't care for them as someone who is locked out. Why can't I just trade them to someone who does care for them?

Overall, I'm very happy with the restoration process coming along. But this compensation package is not okay. It doesn't even compensate, it gives us less than what we missed out on. On top of that, it only caters to XP progression.

Edit: Maybe some Aura reset tokens/scrolls would be fair to PVMers? They would still have to actually kill bosses to take advantage rather than just getting increased drops or some alternative, not to mention it would compensate the aura activations they have missed out on.

Thanks for the thoughts.

The upcoming events are meant to cover much of what you're looking for here - Double Reaper Points, no death costs etc. What's your take on that approach?

27 days ago - /u/JagexHooli - Direct link

Originally posted by PotatoPop

I haven't seen anything said about GE offers. Are those unaffected by all this? I have a lot going on in my GE. /u/jagexhooli

We saw really good feedback on a fix we put in today to deal with returning anything from the GE better, so you should be good there.

If not, Aftercare will have your back as best we can.

27 days ago - /u/JagexHooli - Direct link

Hey everyone. I've responded in a few places, but I just wanted to touch on Ironman quickly.

If you are an Ironman player, we would love to hear feedback on what you'd like to see given many of these bonuses are currently not applicable to you.

This includes if you feel our weekly April bonus events- which are themed around things like Double Vis-Wax opportunities, double Reaper and Slayer points etc - should apply Ironman too.

We won't have a response for this tonight, but we do want to regroup as a team next Monday to discuss this further. Any feedback you have would be really valuable to us to bring to that discussion so please do drop a reply to this comment if you have thoughts!

27 days ago - /u/JagexHooli - Direct link

Originally posted by SammyNinetails

We'd love to hear the feedback

Unless it's negative and jmods delete those comments....

We don't have any moderator rights on Reddit, nor would we do that.

24 days ago - /u/JagexHooli - Direct link

Thanks for all the feedback over the weekend everyone, both on Ironman and otherwise.

This is a conversation we intend to continue with all of you and we'll get some official feedback destinations up on some of the areas for that discussion later today.

24 days ago - /u/JagexHooli - Direct link

Hey everyone. We know you're waiting for the update on 'early next week' specificity and we're working to get to that point asap.

Just so no-one is hanging on today waiting for the first restoration rollouts, this isn't expected today. As soon as we have a specific date and time to share, we'll get the word out.

Thanks for bearing with us in these closing stages - the team have been delivering further improvements from Beta learnings and we're just doing a bit more testing prior to any release.

24 days ago - /u/JagexHooli - Direct link

Originally posted by wronghaveorof

/u/JagexHooli, can you please elucidate how the 1 on 1 support will run? Though it was mentioned that perks may be returned as components, does the team have access to our trade logs to find what we traded for our POF animals for example as compensation? My concern is that the announcement states "within sensible reason" for subsequent reports, which makes me think of an honor system in place.

We'll share this plan alongside the rollout. We're just finalising everything ready for the return of players at the moment.

24 days ago - /u/JagexHooli - Direct link

Originally posted by joe32176

Are we getting an update today? Are the emails for the people coming in the first wave coming today? Should we stop checking and comeback tomorrow for more info?

There won't be any new information like that today if that helps you. No emails today either as we're still locking the final testing / first rollout list based on those tests.

23 days ago - /u/JagexHooli - Direct link

Morning everyone,

Latest update from us - we have a gate check go / no go happening around the middle of today, and assuming everything is as expected, we'll hopefully be releasing our first wave of accounts into the game.

Just to set expectations - this will be a crawl, walk, run process and this first wave will not be large. This is the first time we've moved accounts back into the Live Game from this process, so we need to proceed a bit cautiously, make sure everything went as expected, and then we can begin firing away on more waves.

We'll keep you updated on each wave as it happens. More information is coming.

23 days ago - /u/JagexHooli - Direct link

Originally posted by myredditRSaccount

I noticed that too. I've been coming to reddit, specifically, for the last 25 days and noticed that today after normal updates have resumed they are just gonna pretend that thousands of players aren't locked out of the game.

Good jpb Jagex, I mean just stellar. Keep it up. I'm sure all of us will be able to log in tomorrow and play the...oh.

I can promise that's not a reflection of our attitude at all - Login Lockout was even top of our News Post.

We don't have moderator permissions on Reddit by the way. There's an amazing team of community Reddit moderators here doing a great job running things and I'm sure they'll keep any major news on this pinned as we get it.

23 days ago - /u/JagexHooli - Direct link

Originally posted by InvictaMar

Kari will come back tomorrow with a new thread, to try to sweep the situation further under the carpet. Absolute joke at this point.

When we begin a new thread, it's because a thread has become unwieldy or we've got a more significant update.

Login Lockout is still our top priority, and that's why it's at top of this week's TWIR plus across our homepage. None of this is done to make things any less prominent, despite how it may seem.

23 days ago - /u/JagexHooli - Direct link

Originally posted by ruckus_rekt

They have deleted their 'making things right' post from Runescape forums as well. They have either hit another wall trying to integrate the restored accounts or they have bailed.

Kari is looking into this. We haven't done this on the CM side and it's definitely not a reflection of anything to do with the restoration, if that helps!

23 days ago - /u/JagexHooli - Direct link

Originally posted by kazsurb

Thanks Hooli, good news! Any thoughts why this thread is no longer pinned?

Should be again now. The amazing Reddit Mods got it sorted.

23 days ago - /u/JagexHooli - Direct link

Originally posted by Dogismo

safe to assume the first wave are those who participated in the bate with good results?

I dont want to have false hopes of getting back in soon, if i can help it

The Beta won't have influence on any of the waves - it'll be what's most beneficial to check the process. Unfortunately that means I can't provide any firm indication to you as an individual player on this one!

23 days ago - /u/JagexHooli - Direct link

Originally posted by finka_me

Thanks u/JagexHooli . can we PLEASE have more transparency about the wave sizes than we had with the beta. It sucks not being able to participate but also hearing radio silence from you, and the community also. Knowing the rough sizes will help with that.

We'll do our best to give an indication of size and when we expect the next wave following a wave release.

23 days ago - /u/JagexHooli - Direct link

Originally posted by Iron_Deer_QC

Are we gona get a email to notice us that our account is back up amd ready?

Yup! We'll also provide updates across our website and social platforms whenever a wave releases, especially because some players have reported not receiving emails.

23 days ago - /u/JagexHooli - Direct link

Originally posted by ruckus_rekt

It seems the link in steam forums is broken. The person managing the forums there added the "rel=nofolow" but added an extra " in the link breaking the whole thing. It is still there if you know where to look but it appears missing for someone who just clicks the link. My mistake. Someone in steam forums pointed it out.

Thanks for this! I'll work on getting that fixed.

23 days ago - /u/JagexHooli - Direct link

Originally posted by _but__why

You guys are really playing the deception game... The message at the end of last week was that most people would be getting in early this week, with a few difficult accounts possibly taking longer. Now it's a small amount rolling out this week, what gives? Why can't you be honest with us? It's not helping us trust you when you constantly act like the solution is around the corner when you know its not.

To clear up what I mean by this - it means the first wave will be smaller when we do our first deployment today, not that only a small amount will be rolling out this week.

23 days ago - /u/JagexHooli - Direct link

Originally posted by FI_Goat

There is a ringing truth in those words, especially the staff working hours part Mondays to Fridays 9-5).

Nicely done on Jagex’s part - they manage to stall nearly four weeks (and counting) with their delaying tactics and blatant lies of “early next week”. Turns out only a negligible handful of players can get to play early this week instead of most players getting back to the game.

That's not what we're saying here at all.

We won't know what the game plan is for sure until after this first deployment, just to make sure everything is okay, but we're not limited to a wave per day. All we're saying here is the first wave you'll hear about will be on the smaller side to test the process - and we wanted to be transparent about that.

23 days ago - /u/JagexKari - Direct link

Good news everyone! We're ready to get the ball rolling on restoring impacted players accounts. Find out more about here: https://rs.game/LockoutRestore






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