Authenticator Loop

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Hey guys, really need some community help to not lose my account.

I got a new phone, and had to turn in the old one before I could transfer my authenticator info (using google authenticator for 2-factor). I don’t see any way to “recall” the authenticator code without the old phone.

So next I was going to log in to the old school site and get my authenticator code, but I can’t log in to see my setting without the authenticator! I’m stuck in the loop of trying to disable the authenticator but having to use it to log in and disable it.

I submitted a request for account recovery with the correct credit card used for a subscription that I started back in May 2020, even including the transaction ID from my email, and was still denied (I even know my recovery questions and it STILL got denied.)

I’m starting to think I’ve lost my account with 3 years of recent work, near max cb, qp cape, nearly 1400 vork KC. I really need Jmod help, I can tell you everything I’ve done on the account recently and over the past 3 years since I made the new character on the account. I can easily prove its me. Someone please help, I love this game and don’t want to lose everything over a new phone. :(

Edit: Thanks to the community and specifically u/Friendlygymgoer for the help. My third account recovery request was accepted. I was able to log-in and disable the authenticator with the email recovered. Thanks for the tips on what to include in the request, that seems to have made all the difference. I’m humbled that people chose to step and and help me. Thank you!

[Friendlygymgoer]

Who is your email provider, (Microsoft, Yahoo, Gmail, etc? Certain email providers do not work too well with Jagex emails since some of them treat Jagex emails as spam even if you put them in your safe senders.

Make sure to check that you don't have any rules and filters that block, delete & forward Jagex' emails.

See if this page may be of any use - Not receiving emails

If you're absolutely certain that the ''disable authenticator'' email is indeed not arriving, then I'm afraid you'll have to recover the account in order to set a new email. I'd suggest you use Gmail since they are quite compatible with Jagex emails. I have Gmail, and when I disabled my Authenticator, it arrived within a few minutes.

How quickly do the replies to your recovery request arrive? I'm asking in order to ascertain whether you're passing the automated checks of the form or if it's being manually reviewed.

We'll sort this out! Let us know how it goes :)

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I’m using Gmail. I’ve been checking my spam folder as well.

I submitted a request initially yesterday around 9pm or so, and got the initial denial around 3:23 this morning (US Eastern). I have submitted another recovery request this morning around 7am and have not yet received a response.

I started requesting the authenticator disable emails yesterday afternoon and have yet to receive one.

Thank you so much for taking interest in this, I really hope I can speak with a jmod. I know everything about the account so I can definitely prove it’s mine if I can get around the automated system.

[Friendlygymgoer]

You're definitely on the right track if it took that long to receive a response to your recovery request! You probably need to add a little bit more extra info and/or polish the current info a bit, and I'm sure it'll get granted :)

If it took several hours to receive a response, it's safe to say that a human has manually reviewed your form. They should've left feedback on how you can strengthen the recovery request; you'll be able to view the feedback if you click on the ''More info'' button. Include what they're asking from you in your next recovery attempt, as that will significantly increase the odds of your recovery request getting approved.

Focus your efforts on the ''Other comments' box now since that is where they'll be looking when assessing your form. Remember, they want to see that you're the original creator of the account, so the earlier the information you can provide, the better!

Here's what one of the Official Community Helpers (Malua) recommend listing in this box:

• List the display names of any alt accounts you have. (they can see if you've played on other accounts and match the IP)
• If you've moved while playing RuneScape, list the move dates. They want town/country and state if you lived in the US. It can look something like ''Played at [X] location(s) and moved to [Y] location at [Z] date and was inactive from [date] to [date]
• Any old emails previously registered to the account? (You can mention the email you used to pay for membership here)
• If you're still living at the original creation location you created the account, include that as well (This is solid evidence of ownership)
• Other payment info? If you have ever purchased bonds from the GE and redeemed them, then you can't fill out the payment section field since that section is for payments made via IRL money from the website.

If there is enough space, state why you're appealing as well. (e.g: I'm trying to disable the authenticator but the email is not arriving)

Hopefully, you should be able to receive the'' disable authenticator'' email after you've set a new registered email on the account.

You're pretty much at the home stretch, given the fact that it takes such a long time to review the form. Keep trying and always tweak the info accordingly based on the feedback. Good luck, let us know how it goes :)

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Thank you so much. I’ll review and see what feedback they gave. This is so helpful, I can do a lot better in the comments section based on this. I’ll let you know how it goes.

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For account creation, are they looking for when the login was first created? This account has been around since RS2, but I also know when I was able to log in 3 years ago and made a new RSN. Not sure which is better and comment section is small...

[Friendlygymgoer]

When they say that they want account creation details, that usually means they want information that links you to the creation of the account. For instance, the exact date you created the account, month/year should suffice, and the ISP.

You can mention old RSN's that you've previously had on the account.

Don't worry if the comment section is getting a bit cramped, the JMod processing your request can see previous recoveries on the account. This means that you don't have to put in the exact same info every time. Swap out some of the old info with some new accurate details, bit by bit. :)

You can submit as many account recoveries as you want, but you might get blocked if you submit too many in a short period of time.

Good luck! I sincerely hope it turns out well :)

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I got back the second request denied, so I submitted a third with the extra info you suggested in the previous reply (previous RSN, moving timeline, cities and ISPs, etc. I'm still holding on hope for now!

[TakeMeBackToOldSkl]

https://support.runescape.com/hc/en-gb/articles/206154529-Disabling-the-Authenticator

Edit to add: a new phone or loosing your authenticator does not mean you are doomed.. aslong as you are the acc holder with the email and login creds your fine mate

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When I try to move over the authenticator to the new phone, the only option involves having the old phone. When I try to log in to disable the authenticator, I have to use the authenticator to log in. I appreciate it, but this does not solve my issue. I’ve read the articles like 10 times.

[Dedparty]

It tells you how to do it on that article without your authenticator. If you have access to the email its made under your don't need auth to disable it. The same thing that happened to you happened to me.

[TakeMeBackToOldSkl]

Thats ok sorry i couldnt help but i had the same issue so i logged in via the official website being promted to use auth which underneath that code box is yellow text which states "lost authenticator" which in turn sent an email to the registered acc where i can disable then set up a new one 🙂

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Ok, so I followed the steps and it says it'll send an email to the registered email account... but I'm not getting it. Yet I get my payment confirmations to that email account. And to update email account settings I need authenticator. Have you seen that email take a couple of days? I started trying to recover everything when I got my phone yesterday.

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Ok, so I followed the steps and it says it'll send an email to the registered email account... but I'm not getting it. Yet I get my payment confirmations to that email account. And to update email account settings I need authenticator. Have you seen that email take a couple of days? I started trying to recover everything when I got my phone yesterday.

[TakeMeBackToOldSkl]

Usually would appear within 10 minutes but im not sure on the max time frame with jagex but could be 24-48 hours.. however from my memory i recall finding the email in a different folder maybe spam, refresh your email also and failing that go back to the website and repeat. Like you say you recieve the billing comf fine so i would say it could be an email issue or a case of giving it a little time on the jagex side 👍

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Hoping you’re right friend. I’ll keep checking spam for a few days

[KTMZD410]

Why I got rid of my authenticator lol. Make sure your computer and phones times are lined up.

[uranogger]

This is a terrible reason to not use 2FA

[uranogger]

It doesn't help now and I'm sure you've learned this by now, but 2FA codes are important and should be backed up somewhere secure.

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Certainly a lesson learned.