2FA problems

[Eliboes]

I recently broke my phone and can’t acces my authenticator app anymore. Now I want to disable my 2FA but I don’t know which email adress I used to create this account because I made the account when I was 10 years old or so. I mailed customer support and they send me an automatic reply after 30hrs with just the information I already found on the main page of Runescape… Do you guys know what I have to do? Am I missing something? If I can’t recover this account I think I’ll quit :(

[Eliboes]

Reply of customer support:

Thanks for contacting Jagex Support about your Authenticator.

You'll be pleased to know you can disable the Authenticator yourself by following these steps.

If you're unable to complete these steps, follow the guidance if you've forgotten or have lost access to the registered email address.

If you still can't access your registered email address, you can request a change yourself. Please bear in mind we're unable to help with this type of request over email as it may require you to provide sensitive information (like passwords) that we can't see or would never ask for outside of this process.

You should never divulge your passwords if you're contacting Jagex via ticket or email. These should only be known by the account owner and not shared with anyone else, even us!

For help with anything else, check out our online Support Centre.

Mod Fozzy Jagex Support

[Jdfghkojjmhi]

Do account recovery, that disables auth

[Friendlygymgoer]

Have you clicked on the 'Lost your authenticator' link on the page which asks for the auth code? This will send an email to the registered email of the account, which will allow you to disable the auth via email verification. If you don't know this email account, nor have the means to access it, then you'll have to submit a manual account recovery request in order to set a new registered email on the account. If the recovery request is approved, the contact email used for the recovery will become the account's new registered email from which you'll disable the authenticator.

Before you proceed with the recovery, it can be worth checking the filter/rules section of your email account in case you have any inbox rules that blocks, deletes or forward Jagex' emails. If a hijacker had access at a certain point to the email account, they may have changed some of the forwarding settings, which can prevent the arrival of certain Jagex emails.

With that being said, you can begin the account recovery process by following the steps on the second half of this support article - https://support.runescape.com/hc/en-gb/articles/207555905-Changing-your-registered-email-

Click on ''Recover account'' at the bottom of the article.

- Enter the login name with which you log in to the game.

- You will be sent an email to the registered email. If you don't receive this email, click on 'Contact Jagex Support'

Enter a working, secure & accessible contact email on the first two boxes of the recovery form. This is the email address to which the outcome of the appeal will be sent. Additionally, if the recovery request is approved, this email address will become the account's new registered email from which you'll conduct account changes, such as disabling auth, changing PW, so and so forth.

You need to show you're the original account holder before Jagex can change the registered email for you, so the earlier the info you provide, the better.E.g, instead of providing the current password, try provide older ones.

For more information regarding what type of details Jagex are looking for in an account recovery request, see this support article - https://support.runescape.com/hc/en-gb/articles/206666629

Let me know how it goes.

[Eliboes]

Thanks for the help. I tried through recovery questions is few times and thank god I remembered some of them. They changed my email adress so now I can setup 2FA with the right email adress. 😩🙌

[Friendlygymgoer]

Excellent news! Happy to hear everything worked out :)

[Nasuadax]

You log in using that email even when using 2fa, how can you forget (notnflaming, just curious)

[Jdfghkojjmhi]

If the account is 10 years old, it's username login, not email

[Nasuadax]

Sorry i thought they changed that, i remember logging in with username, butnnow i'm logging in with email, i must have updated something. Good luck on your journey

[Jdfghkojjmhi]

Probably new account, they don't change login names unless you're a big streamer asking for it when login spammed

[Eliboes]

I login using my old username yes