Mod_Stevew

Hey

I've sorted this for you.

In your recent game chat you indicated that you may be too young to play our games. When that happens a temporary block is placed on the character and a request is made for a senior person in the support team to review the account. The senior team will either allow the account back to play or send an email with details about further steps you need to take to offer age assurance.

Unfortunately there was small delay in the notification to the senior team, and during that period you attempted to log in while the account was temp blocked but before the review was complete.

That review has already been completed and the temp restriction has been removed so you are good to go. Sorry if we gave you a scare but trust you can understand we need to be cautious in situations where players indicate they may be under 13.

It did take us a little longer than usual to process this case and I can see that caused some unnecessary ...

We can help with that situation provided it is clearly a hijacker that has added the character to a Jagex Account. You can contact us about it here - however it can be quite a complex process and may take us a while to get everything sorted - far better to add your character/s to your own Jagex Account now and avoid all that potential hassle!

Usually we’d advise to contact your local Police for advice - that saves on language barriers etc. They will also know how best to approach the platform provider to release personal data if you don’t know the persons address.

If your concerns stem from chat in our games Police can request information release from us by email at [email protected]. There are some data privacy laws that relate to requests from Police with no jurisdiction in the UK but we can advise officers if they contact us.

If the safety concerns stem from conversations outside of our games (for example Discord) Police will need to contact those platforms with their request.

That said, if you know the address in the UK and you think it is an emergency situation .. then contacting Police directly in the UK...

Hi

If you live in an EU Member Country and the illegal content is on our platforms, you can let us know about it here.

If you don't live in an EU Member Country you can email ...

Result! Glad to help :)

Hey

You'll get a full response to your ticket from our support team soon, but I've had a quick look for you and I can see the issue - your account is not a Jagex Account, so you won't be able to use the Launcher. Thought I'd give you the heads up so your membership doesn't go to waste!

Info on how to upgrade to a Jagex Account if you need it.

Hey - you can get in touch with us about this using the contact button here. If you did not make the payments and/or the subsequent charge backs we can usually get this fixed for you by removing the unpaid balance and bank charges.

Please allow us a few days to get this sorted for you, these situations often require some investigation and can get quite complex, but we'll reply to your ticket once we have an outcome for you.

Hey, you submitted your request using this route - I'm sorry you've lost access but in fairness the wording on the article is very clear - including the information "If you log in with a Jagex account, data for all linked characters and the Jagex account will be permanently disabled".

When a request is received, an automatic email is also fired to outline exactly what the process involves, and offers a 72 hour cooling period to edit or revoke your request. You do not need to reply to that message to 'continue' - a response is only required if you wish to edit or revoke.

No action is taken for the first 72 hours. After that your legal request is queued for processing, unless you have revoked the request. We then carry out some d...

We're not gonna let that happen, drop me a message with the devices/software you are using and your RSN - more than happy to take a look and advise on a way forward :)

Well it is just that ... 'incredibly rare situations' - if we believe the player is under 13 years old is one example. What i meant was outliers that almost every player need not be concerned about affecting them.

Sorry to disappoint ;)

Hey - I've had a chat with the team, as they take a number of things into account before applying any penalties, just using an accessibility tool such as this will not be an issue.

So you're good to go, feel free to get set up and enjoy a weekend of 'Scaping!

It looks like you're aiming for Mining ATM so GL with that, I hope you're chatting with Gadrin soon!

Apart from some incredibly limited situations, bans are applied at character level, we don't chain ban all characters under a Jagex Account

That would imply the mute is correct and there are no indications of hijacking - happy to double check if you think we've missed those checks

Pop a mute appeal into the team - ty

Just in time for Leagues! Thanks for posting, it's always nice to hear of positive experiences.

When you enable 2fa you'll get the option to save back up codes, you can also cancel and request a new set at any time. As back up codes are needed if you lose 2fa (for example you lose your phone) it's a good idea to store the codes on a PC or write them down rather than taking a photo of them with your phone

Yup - you can have up to 20 characters under 1 email login and credentials. Switching between accounts on mobile is perfectly possible but could also be smoother - the team are aware of that aspect and are having ongoing discussions on how best to improve it

Jagex Accounts offer improved password complexity, including capitalisation

You might be looking at an old version of the page - the issue you mention is outlined on the support page