Mod_Stevew

There is something in your comments, but to provide some balance I would say we have never seen the players birth certificate, state ID and so on ... so what would we actually verify it against? Side note, many players have no ID.

Bank details sure .. which is why we do ask for that in the recovery process. IP address? I think he has moved countries, not sure how he would provide evidence to link himself to creation IP ..

I'm not dismissing your comments, just providing wider context.

If that was the only issue it would be easier, my take on it is he has moved countries, can't access the email, can't recall early info and has lost access to his auth - but as I said, if we can help we will - but we need to carry out due diligence checks, and that is what happens in the recovery process.

Challenge here is if we reply to you here it reinforces the opinion that the only way to get help is by being upvoted here, when in reality it sounds like you need to use the support options we provide.

Accepted that might be tricky to get resolved if you have moved countries, forgotten your early passwords, can't access your recovery email and have broken your phone. If we can help we will, but I do sense a bit of a perfect storm brewing here.

On the flip, if we don't reply we get accused of ignoring players who might need help.

Anyway ... if you can let me know your RSN I can advise on what is going wrong, but we can't conduct account recovery here - you will still need to use the contact options we provide.

That said I can give you a steer of how to strengthen your requests - which I'll happily do once I have the RSN.

Edit: have now received RSN and supplied relevant advice.

Edit: another recovery request has been submitted, tweak...

That's on us, it's a system mute set on a string with good intent, but obviously this chat is of no concern.

You were muted at 21:27 18 July, I can see you appealed the mute at 21:55 and we processed that appeal (and removed the mute) about 10.5 hours later at 08:34 19 July.

Obviously we have updated the auto mute to stop this happening again. Sorry for the inconvenience, I've bolted a couple of days of extra membership onto your account in recognition of the poor experience you've had here.

Hi, we've had a look into this for you - I'm afraid you dropped the cape on 25 June.

If players lose items through things like bugs then we will do all we can to put things right, on an adhoc, case-by-case basis. However item return is a real challenge in OS and I'm afraid we can't help for incidents like this.

We've also had a look at your account security and all seems well, so the drop wasn't some malicious act by a hijacker on a griefing trip.

Given the above, I can confirm 100% that the cape was not removed by us. Seems you had a bad day - we do symapthise but hope you can understand our position, good luck on getting it back.

Thanks for responding, I've received your DM, reviewed the contact chain you had with us and have sent you my findings and comments by private message.

That sounds like a poor experience, apart from different staff dealing with your enquiry (that is a necessity driven by priorities and coverage across shifts and 7 days) the rest of your post sounds like something went wrong.

I'd like to find out and why that was and see if there is anything we can do to fix this for other players, if you'd be kind enough to DM your RSN or anything else that will help me locate your original ticket chain with us I'd appreciate it.

Send me the RSN and I'll see what the issue is.

You don't need the password to actually submit a recovery but you do need to provide info about the account

We have a winner :)

You've submitted recovery for the account with the log in Kscott which is not your account, you need to submit a recovery for the account with the character name Kscott

Response times are not that long so something is not quite right, check your junk/spam folders for a message from us in the email account you asked to be set - if that doesn't turn anything up let me know your RSN - I can't help you recover it here but I can advise.

We've got it - I've had a quick look and it looks fine and I would expect recovery to be granted - wait times are about an hour right now so keep an eye on your email (the new one)

It looks like you are trying to get a link sent to your old email not recover the account - from this page choose the second option 'recover account' NOT the first option 'change email'.

The first option is if you CAN access the current recovery email, the second option is if you CAN'T access the current email.

Nope, any response in relation to the recovery goes to the new email address you specify in the recovery form

Easy to fix - you need to recover the account (even though you know the current pass) - part of that process includes setting a new recovery email address - once that is done you can disable Auth via your newly set email address.

get started here

Spotted this thread on my lunch break. I've checked in with our support team and your Grampa has submitted an account recovery request to us .

Unfortunately the information he provided was not strong enough for us to conclusively agree that he is the account creator. For the question 'where did you create the account' he answered 'from my favourite comfy chair' and when we asked him if he had ever moved home he responded with 'I remember when all this was fields'.

We did push back and ask for some stronger information but he simply replied to that request by saying 'respect your elders'.

We'd love to get your Grampa reunited with his account but we will need some stronger information, so if you could pass that on to him it would be greatly appreciated.

Incidentally when you do speak to him can you please ask him to stop sending us small metal tins full of hard aniseed candy. It won't help him get his account back and we really have no need for the...

Gearbox, although 'transmission' can be used it isn't common, and to then shorten it is even more unusual.

Hands up we got that wrong, the phrase you used isn't one in common use in the UK but that is no excuse, clearly you were having an innocent conversation. I've let the staff involved in this know about the error so they can be mindful in future.

I can see your account was incorrectly muted for 25 hours, I've quashed that mute and bolted 3 days of free membership to your account in recognition of the inconvenience caused.

Presumably your friend trades you and vice-versa, which is all good. If your friend gives you their log in credentials and you then log into an account that is not yours and multi log to trade valuable items from an account that is not yours to yourself - obviously that looks a bit dodge.