almost 3 years ago - /u/JagexHooli - Direct link

Hello everyone.

Over the past month, we've been working hard and slowly returning more of the accounts that required additional attention back into the game. As of today, we're happy to say that we've released almost every single locked out account back into the world of RuneScape! 

As these accounts were some of the more challenging to restore, there is a higher potential for issues that need resolving. If anything is wrong, please contact Aftercare to resolve the problems. We will do everything we can to restore or make good on anything that doesn't look quite right to the best of our ability, and as quickly as we can.

Once again, we can't thank everyone involved in this phase of the Lockout enough for the support and understanding we've received. We truly appreciate you.

An Extra Thank You

Restoring these more complex cases has been a long, intense process - and the end result has meant an additional month's wait for some. For anyone restored on April 28th or May 6th, we'll be providing extra Returned gifts to recognise this extended time away from Gielinor.

In addition to the two months of Membership time we've already covered if you were an active Member, we've also added an additional two months of Membership to your account (that's four months in total) on top as a thanks for your patience.

We've also sent you two additional in-game Returned Packages (meaning you'll get three) and, when released, you'll also be receiving one more Wish than most other players.

Contacting Aftercare

Our Player Support teams are on hand to help address any concerns that may emerge from the account recovery process. They'll be doing their best to make everything right, even when we can't restore something exactly the way it was before the Login Lockout.

Getting in touch couldn't be easier. Simply head to the link below and fill out a quick form. Our teams will be in touch to help resolve your concerns as soon as they can, and you can use the form more than once if needed (within reason, of course!).  

https://rs.game/LockoutHelp

If You Are Still Locked Out

There are a handful of accounts that are still being finalised. If you are still locked out, you can get more support and information through our official Discord in the #login-lockout section.

External link →
almost 3 years ago - /u/JagexHooli - Direct link

Originally posted by IAmLordOwen

Mod Hooli just said this in the RS discord:

We are going to do a post mortem on it once every single account is back in the game. We have a lot of ideas about how we could tell the story of what happened (do we do a mini-doc, a big post, a stream etc) so it likely won't be in a week or two after everyone is back, but we are going to do it

I was just about to copy that here. Thanks for sharing it!

almost 3 years ago - /u/JagexHooli - Direct link

Originally posted by mistakesandladders

Looking at the newest posts on the subreddit, it seems like a lot of people are getting stuck on black screens or on unrendered areas. Perhaps that’s worth a look into as well.

We're looking into it asap. I've hopped in those threads to respond.

almost 3 years ago - /u/JagexHooli - Direct link

Originally posted by yuei2

Mod Hooli while you're at it I don't know if Jagex is aware but there have been some extremely frustrating dungeoneering crashes to point it's put me off from doing dungeoneering in daemonheim for a fair bit now.

I can't explain much of how it happens just that sometimes when I try to go through a door of a room I haven't seen the contents of, the entire client shuts down. It's really demoralising because by the time I can log back in it's kicked me out. The last time it happened was near the end of a large occult floor and it really soured me to have all that progress lost and now I'm genuinely afraid to try warped floors solo because I don't want to go through all the effort only to lose it to a crash.

Sorry to hear that. I'll pass this to the team and see if it's something we're aware of / looking at. Did this start very recently?

almost 3 years ago - /u/JagexHooli - Direct link

Originally posted by Matrix17

watch ironmen get none of those

They've been built with Ironman accounts in mind, especially thanks to the feedback from the Ironman community! Hoping you'll all be pretty pleased when you see them.

almost 3 years ago - /u/JagexHooli - Direct link

Update: May 7th, 14:15 Game Time.

We have just released the final remaining accounts from the Login Lockout back into the game, with only a select few on hold temporarily.

If you are now not back in the game, you'll be receiving an email shortly regarding your account. The single-digit group of remaining accounts are those impacted by the lockout, not identified and locked immediately, and made a decent amount of progress before we ended up locking the account for safety.

We just want to make sure we don't restore anyone who would prefer just to keep going, so we'll be asking them to contact us with the decision to restore like everyone else or just have their account unlocked as it was. We have the restoration ready, so if you are in that group, your account is ready to go either way as soon as we hear from you and we'll sort you out asap.

Note: If you are locked out and don't receive an email, please reach out in #login-lockout and we'll provide you the info from the email.

Welcome back to Gielinor everybody and thanks so much for the amazing patience you've all had.