Question: I received an email stating that I was locked out of osrs like 4-5 days ago. I've been locked out of rs3 since the beginning. They said in this update (17/3) that players will recieve an email. Are only those who are just now getting locked out getting this email or will all locked out players recieve the email?
Just those in the new 'wave' of accounts going through the lock will get the email, so it's expected you didn't get one.
What about my membership im fully locked out i cant cancel my auto renew on my card and im afraid of overdrafting my bank account so will there be any compinsation or am i just gonna be out money?
You can cancel your Membership here without the ability to login: https://support.runescape.com/hc/en-gb/articles/360000991618-Cancel-Recurring-Subscription-
Hope that helps!
Hello everyone,
We're continuing our preparation work for the Restoration Phase. Tomorrow we will continue to disable log in permissions for additional accounts impacted by the Login Lockout. This will ensure these accounts are protected when we proceed with the restoration work.
We'll send an email and an inbox message to all players in this position over the next few minutes – please also check your Junk folder as we’ve had a few reports of emails winding up there. Please note that not every player impacted by the Login Lockout will have their log in permissions disabled – this is a precautionary measure for a limited number of accounts.
On the development front, we are continuing to prep for the Account Integrity Beta. We’re continuing to home in on the translation of telemetry data into account profile data as we bring more and more accounts into testing. We're seeing better results by the day, but things are still progressing steadily. That said, we do...
Read moreAny news on when the stream is going to take place, or are you making good progress on that too?
The stream timing is all based on when we have those meaningful updates ready to share, so we still don't know as yet. As soon as we have those from the development process, we'll be putting it together as quickly as we can.
I think their issue is they're locked out of their account since 3/4 and haven't had a response to their emails. Yet if they contact you about MTX you respond to them immediately....
Our Player Support team are still supporting a live game and that's a question about a live feature, so that's to be expected.
Our Player Support team are going to email any critical updates we have as soon as we have them, but there's not really much 1-1 support to offer beyond what we've been saying here at this time. It's not a reflection of priorities or care in any way if that helps.
I have to think you guys know the answer to this. Surely you know what’s going in an update that is less than a week away. You are either putting all your efforts into fixing the login issue or have diverted some people to work on upcoming releases. You know the answer to that, you just aren’t ready to share that answer. And maybe you, Hooli, don’t know and are just the unfortunate messenger. But certainly other folks at Jagex know the answer to this.
The potential update for March 22nd has been done for a while as it's the same update we had planned two weeks ago, albeit with some final release testing required. Because of that, we can be pretty flexible based on where everything is.
It really is provisional though - our priority remains everyone who can't play and we can't make definitive decisions until we lock our Beta date. We're not complete on testing just yet so we just don't know at this point.
My turn to yell in to the abyss and be ignored.
Where are the updates?? I managed to send in a MTX related email asking about when I can spend more money, and the email was responded to within five hours.
I also sent some emails over the last 2 weeks regarding my account being locked, and those have never been responded to, I haven't even been graced with automatic messages.
What was your issue? We can see if we can help from our end.
u/JagexHooli Please if nothing else can be done as this time to give us our accounts back help people who haven't received an email indicating that they are a part of this lockout, and whenever we try to login are greeted with an "invalid password' which is leaving tons of people stressed if we are part of this lockout or have had our accounts compromised. they added this to the error message " If you are certain you entered your details correctly then your account is currently being protected pending restoration. " and said they if your account is affected this would show up along with the invalid password but this shows up no matter what you try in to the username/password fields so its not easing the mind of any players while we are left in the dark trying to find out if we are part of this lockout or hacked.
Can you drop your RSN name here? We're already investigating some reports of this with Player Support so it would be a massive help!
Let me get this right, the devs have been putting in a lot of hours, making good progress on the beta and internal account restoration for the past week or so, but you still dont have anything meaningful to share with the playerbase?
Is the restoration that much more difficult than expected? Are things in a worse state than you are saying? Does that mean we wont be able to login for another week or two (at best)?
This comment I posted here might help answer your question: https://www.reddit.com/r/runescape/comments/m67vxo/psa_login_lockout/gr51mlt/?utm_source=reddit&utm_medium=web2x&context=3
So it sounds like the compensation won't be in communication with the players, it will be a decision made in a board room and sent out. There will be no opportunity for players to provide feedback that the compensation is in any way appropriate.
Sorry, to be clear, I was referring to how we get the discussion of our current thinking / intentions out there when it comes to what we do for impacted players, as we intended to cover that today.
It may still happen on the stream this week, earlier, or both - that's the bit we're discussing.
Is it still looking like next week's game update will go ahead? or will we have to wait until the livestream for proper confirmation.
It's still provisional at this point. We haven't reached a point where a decision has been made as work is still ongoing to prep the Beta for release.
Can you confirm whether or not you intend to release a game update on 22nd March, if you still have players that can't log in?
We haven't made that decision yet, it's still provisional at this stage.
The full focus is on the Beta work that's ongoing right now. These are the kind of answers we want to have for you before any stream takes place, and we still need some more development work until we're at that point.
On 22nd, which will be the earliest one can expect people to get back in (unrealistic), people will have been locked out for 18 days. With this statement of yours that "you don't have answers now so livestream postponed", makes me think that account access won't be restored before 29th. You lot pretty much delay everything by a week because "weekly update". That will be 25 days, 25 f**king days that people will have been locked out. How is this acceptable in 2021?
Continuing to thank us for our "patience" only goes so far. How the f**k is it taking so long if it's just 1% of the accounts. At this point that number is just a straight up lie. f**king imagine how long it would have taken if it was more than the "1%" number that you claim. People would be locked out for months.
The time this is taking isn't about the number of accounts involved, but the fact we're using telemetry to fill those data gaps we talked about. It's taking something not designed for that purpose and completely reshaping it.
The reason this is taking as long as it is because of how complex it is to do that - after all the investigation, we've been building brand new tools, processes, data profiling, QA processes and a Beta environment. If you exclude the investigation time, that's all been done in just a week.
We are doing everything we can to make this happen as soon as possible, and when our Livestream rolls around later this week, we'll be talking about progress in a much much more meaningful way than we could today.
no meaningful update this week then =/
please just give us some light at the end of the tunnel, all it feels like is mods are avoiding us now, lack of visibilty in chats, avoiding questioms, avoiding any real updates..... all points to you guys really have no idea whats happening
what is the actual point
It would be a major surprise if we didn't have a Livestream this week. We only want to avoid a date in case any more shifting sand moments happen.
In terms of what's going on, it's not a case of not knowing what's happening, but rather the fact that there's not always a significant thing to share every day despite us trying to be transparent as we can on a daily basis.
Development is a forever shifting beast, especially when you step into the unknown with a project like this, and what you are seeing is the result of that process where new things emerge. There's a lot of hard work going on and everyone wants to get the answers you want out there - just today isn't that day quite yet.
You told us yesterday we’d get to hear your thoughts on compensation for those of us who’ve now been locked out for nearly two weeks, can you shed some light on this now or is that postponed too?
That's something we're talking about at the studio right now with the shift in livestream plans. We know you'd like to hear about that sooner rather later.
Hi 'Scapers,
We hope you are all doing well out there. We wanted to let you know that we'd had a late change in plans for today's Livestream and, as a result, we'll unfortunately be postponing it until later this week.
We've made this decision as we want to reach a point where we can provide a meaningful update beyond what we've already said. Out of respect for every player's time, we feel like going ahead today would be the wrong thing to do.
The Weekly Livestream will go ahead later this week, just as soon as we have that meaningful information to share. We'll confirm a date and time for that when we know for sure.
Working with this many moving parts within a system that's not really designed for it is challenging - and while we've made some significant progress and improvements already, there's still ongoing work to refine all the rough edges that can occur. The Beta is a quality check on all this work, and we need the focus of that to be on findi...
Read moreHello everyone,
We've made some great progress on the testing front today, but we want to let you know up front that we don't have any significant news to report on the Beta just yet.
The team have been continuing a pretty extensive test programme as we move from the small JMod personal account pool to the first test internal testing of some player accounts - but this is still ongoing through this evening and into tomorrow.
That said, we do have our Weekly Livestream tomorrow and we'd love for you to join us to talk more about the Login Lockout. We'll have a bunch of project updates to share in that stream and we'll also be on hand to answer some of your questions.
As part of that chat, we're also going to go into a little more detail on our thinking when it comes to doing right by everyone impacted. We know it's an important topic many of you have asked for more details on, and even though it's still work in progress, we'll make sure to share some i...
Read moreAnother thing that would be nice to hear about: have there been any discussions about how this will be prevented in the future? Whenever we can play again, it’s going to be a little worrisome knowing that my account data can get rolled back a month at any given time. Especially as someone who is getting back into the game and has a LOT of room to progress.
We've already taken measures to stop this particular set of events causing this to happen again, and we have plans to go even further still on added layers of protection once we have people playing.
This link does not work. You must be logged in to cancel. You can't log in with our frozen accounts. I literally cannot cancel my membership, it won't let me log in. I've sent emails saying that I refuse to authorize future transactions, but the shady ass company is not responding.
Again, this link does not work. I cannot cancel my membership. I've sent in an email about canceling it and you have ignored it. I do not authorize any further transactions, I highly recommend that people take to going to their credit card company or bank and have them canceled this reoccurring payment. This scam company does not let us remove our payment details, and I have already been charged for another month even though I've been locked out for over two weeks now.
If you select 'Jagex' on the first option, and answer 'No' on the second option when asked if you have access to your RuneScape account, you can remove your subscription by entering the associated card details.
Have you given that a try as yet?
Though the Account Integrity and Beta phases will take some time understandably to accurately apply telemetry data, given that Jmods have accounts themselves and may accurately pinpoint any missing content from their original data, I am curious on how much data that the Beta will provide. That being said, has the development team prepared for a scenario in which the Beta phase will last shorter than expected and then proceed onto Full Restoration Day at an earlier timepoint for us to resume play?
The current testing phase is absolutely incredibly helpful, but the Beta phase is really the quality check at a bigger scale before we go for the full deployment. It gives us some massively helpful validation of the first phase of testing if players give it the thumbs up too.
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