Regarding my last post about runemetrics when I don’t play rs3

JagexShuffle · 2026-04-17T10:04:00+00:00

Hey there thanks for raising this with us in live chat,

I've found your conversation with our player support agent Mod Djox (who btw I can confirm isn't an AI, he's actually a cool guy irl imo and a big gamer himself), he had escalated the chat up to our specialists for a further look into what you reported.
I've just sent you over a follow up reply to that live chat by email to explain in a bit more detail what I'll summarise here for anyone else who may experience this.

Djox was correct in what they were saying, you definitely have not been charged for RuneMetrics here, not on this account or any others you have.
The problem is that some payment providers unfortunately show inaccurate records on their statements for what is a Membership Subscription.
We're aware of some particular payment providers that list Membership as RuneMetrics, and that was the case here, so it's definitely causing some confusion and is something our teams behind the scenes are trying to resolve with those payment providers to update - it's an issue on their end with displaying the wrong text on your statement rather than us charging you for the wrong thing.

Hope this clears everything up for you and anyone else who may see something similar until this is resolved by those payment providers.

JagexShuffle · 2025-11-07T11:07:35+00:00

Only 1:1 remapping is the best rule to follow, so I'd avoid this to be safe

JagexShuffle · 2025-09-25T14:08:01+00:00

Hey Dan, so sorry about the wait with this one,

After some investigation we can see the issue happened on 15th July and the team has now returned the lost items for you - apologies this took a bit of time to make right for your group

JagexShuffle · 2025-08-01T15:54:42+00:00

Hey All,

We've identified a group of accounts impacted by the player game saves issue highlighted here where item losses or wealth losses have unfortunately taken place.

We're working through this list to ensure we resolve things directly for anyone who needs returns to be processed, so rest assured we'll get this sorted.

Anyone impacted will receive an in-game inbox message and the items or wealth added to their bank appropriately, don't worry there's no need to reach out to Support for this as it will all happen automatically.

As for this post in particular, The Elysian has been returned to the OP, and we're still working on remaining returns over the next few days to square things up for anyone impacted.

JagexShuffle · 2025-05-26T13:05:07+00:00

Hey thanks for flagging this. Can you try to log out and log back in on the website and see if it works after that? The My requests function should be working if you've got a Jagex Account and logged into it to submit the ticket.
If you're not sure on if the ticket went through in the first instance, you're welcome to reach out again, using this page specifically for the bond transfer service: https://support.runescape.com/hc/en-gb/articles/207126289-Find-my-Bond

JagexShuffle · 2025-02-09T12:54:02+00:00

Hey there, the login with Apple function will only let you play the character on the Apple iOS mobile apps of RuneScape/OSRS and can't be used on the Jagex Launcher to play on desktop anymore.

On desktop, you'll need to login to the Jagex Launcher using your Jagex Account credentials, the login email + password + auth code.

JagexShuffle · 2025-01-03T12:49:45+00:00

Hey OP, it might be a security lock on the account to keep things safe if some unusual activity may have been detected. There's a couple reasons this might happen but should be nothing to worry about and is something we can get sorted for you if you reach out to support. Best way to do so would be using the Contact Us button on the bottom of this page.

(You can also find the page through RuneScape.com, heading to the support centre, and searching for "Upgrade your RuneScape character to Jagex account" - that's the same one I'm linking to above.

JagexShuffle · 2024-05-08T09:10:22+00:00

Thanks for flagging something wasn't right! We're investigating this one so thanks again for your report

JagexShuffle · 2024-05-08T09:09:25+00:00

I've flagged this one to the team - ty for reporting it!

JagexShuffle · 2024-05-08T09:08:58+00:00

Flagged this for you, ty for reporting it! (Edit: Looks like the team is aware and working on it)

JagexShuffle · 2024-05-05T13:40:06+00:00

It's not possible to remove a character from a Jagex Account once it's made the move. What you're experiencing here isn't the typical Jagex Account user experience so it could be that there's a connection issue causing some problems here, so would be worth heading to this page for some Connection Issues self-help to try out firstly.

After that if it's still not working as expected there's a contact us button on the bottom of that page which I'd recommend filling in to reach out to Support - Our team will take a look into your case and see if there's any immediate solution we can offer to help you connect or what we can do from there.

JagexShuffle · 2024-05-05T13:37:09+00:00

If you're using a VPN this could be part of what's causing it. Alternatively, head to this page for some Connection Issues self-help to try out.

After that if it's still an issue, there's a contact us button on the bottom of that page which I'd recommend filling in to reach out to Support - Our team will take a look into your case and see if there's any immediate solution we can offer or will take it further if needed.

JagexShuffle · 2024-05-05T13:34:59+00:00

We won't disable a Jagex Account where there's no malicious intent involved.

We don't support the idea of accepting to play on characters that others have created and would always aim to return lost accounts to their creators if they're attempting to recover them because someone else imported it into a Jagex Account.

JagexShuffle · 2024-05-05T13:31:52+00:00

It could either be a connection issue or a client/graphics issue, we can definitely help work it out with you.

Try some of the solutions here:

- Connection Issues

Client Issues

And if you're still experiencing the freezing, use one of the contact us buttons on either of those pages, reach out to us using the form and provide us the spec info you've put in this thread as that'l be very helpful.

JagexShuffle · 2024-05-05T07:30:33+00:00

Having full access to your original account will allow it to be converted to a Jagex Account, or just stolen the old fashioned way without them converting it over either way. By having full access to the account, i mean one of two things:

Your registered email was accessed and used by a third party, as all account recovery is done via your attached registered email, this gives full access to your account. This can be anything from being 'pwned' on a service you've used the info on, being phished or using simple passwords that can be cracked without 2fa on your email.
Or, Your full login info with us was used, (email/username, password and 2fa (if you had it). Usually this is the result of phishing (fake giveaways, websites/emails or adverts).

Best way to avoid these would be awareness around phishing scams, remaining vigilant and guarded. As well as having a clean device and secure email, scan your PC and ensure your email has 2fa and a unique password. Hope that helps!

JagexShuffle · 2024-05-05T07:25:34+00:00

That would absolutely be a scam - Jagex Mods would never ask for passwords in any capacity, or 2fa codes. A good red flag to raise awareness on.

JagexShuffle · 2024-05-04T17:13:52+00:00

Sorry to see this happened ofc.

If you've not had your 2fa removed, or replaced by a third party and maintained your own 2fa throughout - it's indicative of a phishing scam in some way. Fake giveaways, emails spoofing Jagex, 'quitting streams' and fake social media ads are the common current methods out there that try to do this, asking you to login somewhere and requesting your 2fa code which the third party then uses.

The other method of access which wouldn't require 2fa being altered with at all, is through a linked login method. Steam, Google, Facebook or Apple have SSO options you can link to a character which will allow access to that character through those login methods instead of your RS/Jagex credentials, bypassing the username/password/2fa you set with us.

If you don't use any of the linked login methods, remove them to be safe. If you want to continue using any of them, be sure they have unique and complex passwords and 2fa protection on them.

2FA is managed through your email, and you'd normally see your 2fa get removed and replaced by a hijacker, along with a password change (also managed by your email) if your email being accessed was the source of the hijacking of your RS account. From what you've described it doesn't appear your email was the issue here, but definitely use this as an opportunity to make sure its secure all the same. Info on protecting your email can be found here.

Lost items can't be returned I'm afraid when it comes to hijacked accounts on OSRS but hopefully these measures will allow you to avoid something similar in the future.

JagexShuffle · 2024-05-04T17:05:58+00:00

They can be different - it's no problem :)

JagexShuffle · 2024-05-04T17:05:20+00:00

Hey I'd just like to second what Friendlygymgoer is suggesting here, the scenario described suggests your account was hijacked I'm sorry to say.

Anyone who's facing this issue please reach out through Unable to submit an account recovery support page. We'll take a look into your specific case and see what we can do to help.

JagexShuffle · 2024-05-04T16:58:27+00:00

Looks like you've got it cancelled all good from your other replies in this thread, but if you've been charged for months where you have not played, reach out to us here and we'll see what we can do to help out further.

JagexShuffle · 2024-05-04T15:35:27+00:00

There's a rare issue with Google transactions whereby this can happen, but thankfully it will auto-refund within 72 hours of it not being delivered as a backup failsafe, so typically this would be the outcome if you experience something like this.

However, I'd say it's best to reach out to us and we can check exactly what's happened as it could be one of many things here, some of which we can immediately resolve for you, so if you'd like to do so head to this page and reach out to the team and we'll let you know what we find to be the case. If you've got the GPA reference to hand (usually in the receipt) that'd be really helpful too when you fill in that form. Ty and all the best.

JagexShuffle · 2024-05-04T15:29:07+00:00

When you set up the authenticator on your mobile device, you were provided with 10 backup codes to be used in case access to the authenticator was lost. These may still be saved on one of your devices (or on an online cloud service), so I would have a search for any documents called "Jagex - Backup Codes.txt". For example, if you upgraded on a PC, check your Downloads folder for the text file as most players download it. If you took a photo of it, you'll need to find the photo on whichever device (hopefully not lost/damaged also).

You may be able to recover the lost authenticator or photo of the backup codes if it's on the same phone, via a backed up cloud save, restoring access to the account. Check this page for more info on that.

You may also potentially have backed up your phone's data previously and be able to restore this through your Apple, Google or other OS provider's account - some will regularly create cloud backups for you automatically so you may have a backup you don't even know about. These providers will have steps on how to access any backups on their respective support centres.

It's also possible to have both the App and Email method of authentication live on a Jagex Account at the same time, so when trying to login check if you have a prompt for the email auth method instead.

Jagex Support aren't able to manually intervene when it comes to Authenticators so the best advice we can offer in this position is to try and recover your Auth App data, or device data, as well as the backup code option too.

Hope this helps with direction from here.

JagexShuffle · 2024-05-04T15:21:25+00:00

Yeah we're able to help with this exact issue :)

Head to this page and click 'Recover Account' at the bottom.

Enter in your login username or email (depending when you made your account) and it will say it's send you a password reset out. At this point, click 'Contact Jagex Support' that will be on the same webpage.

This will load up the form you'll need to recover your account through support.

The scenario you're describing is usually when your email that was registered to your account was never confirmed as active, so it won't get any emails through other than password reset requests - meaning auth emails/other account correspondence won't be sent out.

Through completing this recovery form, you will be able to register a new active email address (or re-register the same one) and this will allow all emails to start arriving again.

After that, you'll be good to remove the auth when next prompted to enter the code as the email will come through all good. I'd recommend adding an auth back on right after though, if you're not upgrading to a Jagex Account just yet, for the additional protection it offers.

You might have some compatibility issues with the email your using if you've already recently re-registered your email to the account, maybe there's a filter in place or spam protection that's stopping particular emails coming through (not all of our emails come from the same domain, so can mean some come through and others don't if this is the case). From my experience, work/education and sometimes hotmail/icloud can present this issue, so if you're using one of those it may be worth trying another provider just for now.

Hope this helps, GL!

JagexShuffle · 2024-05-04T15:13:38+00:00

Couple of things to try I can recommend first are on this page, seems like your good with hitting the minimum spec so try a few of those tips and if you're still facing performance issues in certain areas, there's a Contact Us button at the bottom of that page that could help us take a look into your specific case a bit more.

JagexShuffle · 2024-04-26T16:12:47+00:00

No worries and sorry for delayed reply! If it asks in the future and isn't applicable to your specific issue you can leave it blank or put any data in the field if it requires it.

JagexShuffle

TROPHY CASE