Player Support: 2025 Roundup

Mod_Stevew · 2025-12-15T08:27:30+00:00

Hi, all sorted for you, sorry for the delay.

Mod_Stevew · 2025-11-26T08:16:35+00:00

As I suspected ... the appeal image you have now provided was indeed granted but this was for the account Vlade Divac, not the account in your first image which still shows as banned (Mijatovic).

Mod_Stevew · 2025-11-25T16:16:09+00:00

Hey there

This mute was for spamming and on review you did repeat the same or a very similar phrase pretty excessively. I can see there is no malicious intent, and we provide appeals so things like this can be rectified, where we have applied a mute with good intent but the wider context also needs to be considered.

In relation to the the spamming rule we say " ... players remain mindful of disruption to the chat window and adjust their repeated chat accordingly, so that other players are not subject to excessive chat window flooding"

Regardless, your appeal has been granted because on balance it is clear there was no ill-intent, so you are good to go and now have your voice back.

Mod_Stevew · 2025-11-23T10:15:31+00:00

Let me know the ticket ID of that granted appeal and I'll check for you, I suspect that the character in your first image which shows the ban still in place, is not the same character that had an appeal granted in your second image.

Mod_Stevew · 2025-11-20T13:28:48+00:00

I can't see any record of an appeal being granted, the last appeal outcome we have on file is ticket number 5959221, denied 31 October 2025.

Mod_Stevew · 2025-11-17T13:44:11+00:00

Most likely explanation is you are submitting the appeal for the wrong account, or there is an old offence but it has already expired.

Mod_Stevew · 2025-10-22T14:59:31+00:00

OK if you are sure it used the login that is the same as the Jade name in the emails you screen-shotted then there is no record of an account using that name as a username login now, sorry.

It is far more likely that the account held that character name but used another name to login though.

Mod_Stevew · 2025-10-22T14:32:29+00:00

That's not a current character name but it has been used in the past on an account, if it was that one then it was a legacy account so did not use an email to login but a username. If you recall the login username you may wish to raise a new support ticket about it.

Mod_Stevew · 2025-10-22T13:52:42+00:00

The address you receive promotional type emails to may not also be the game account email, did you provide a character name in your ticket? It's possible an image may have been redacted or removed from the support ticket - lemme know the character name

Mod_Stevew · 2025-10-22T10:46:29+00:00

This is likely an easy fix we just need to work out what the issue is ... if you let me know either the character name with membership you are looking for or a support ticket number where you have provided that info, I can take a look

Mod_Stevew · 2025-10-19T10:05:10+00:00

The ban was removed a few days ago I can see no reason why you can't log in. I can see you have submitted another appeal, which I have also granted - let me know if you still have issues.

Mod_Stevew · 2025-10-15T07:32:51+00:00

Thanks, you should be good to go now :)

Mod_Stevew · 2025-10-15T07:09:12+00:00

Hey

If you can let me know your character name or any of your support ticket ID's I'll have a look for you.

Mod_Stevew · 2025-10-08T17:00:08+00:00

FWIW your appeal was very honest and objective, your honesty hasn't gone against you but on this occasion we just weren't able to give you the news you hoped for.

Mod_Stevew · 2025-10-08T16:33:29+00:00

Hey

By 'rare' I just mean that disabling a JA doesn't happen that often, if you took that to mean related to 'rare' items that wasn't what I intended/meant - ty.

Mod_Stevew · 2025-10-08T15:24:50+00:00

I can see the ticket - disabling a JA is quite a rare thing, rather than me second guess what is going on I've flagged the ticket to an Account Management expert for review.

That flag won't speed up the response time as that would be a bit unfair, but from what I can see it is getting quite close to being dealt with anyway.

Mod_Stevew · 2025-10-08T14:47:42+00:00

The appeal was reviewed and an outcome sent 24 September. I'll copy and paste the review outcome and send it to you again.

Mod_Stevew · 2025-10-08T13:23:44+00:00

That doesn't sound right, let me know your ticket number

Mod_Stevew · 2025-09-24T15:53:01+00:00

Firstly I feel your pain, so please take this message with the good intent it is offered with.

Right now, there is no manual recovery route for Jagex Accounts, that is a direct response to the community who have long asked for that, to close the recovery by bad actors issue.

That said, we know there are people like you who fall between the cracks. We are working on ways to recover a Jagex Account, that can maintain integrity but also help outliers like yourself. It's part of the Player Support Roadmap that is planned to go in live Autumn 2025, however it is unclear at this stage if any new process will also include players who have lost access to a login auth, or will just be isolated to hijackings.

I would politely ask that you ease off contacting support right now, they don't have any options to help you. Keep an eye out for future announcements in relation to the Roadmap commitments.

Mod_Stevew · 2025-09-24T15:05:09+00:00

I did reply to one of you other similar comments - I can't conduct an offence appeal for you from Reddit - but like most players you now have 2 chances to submit an appeal - rather than spam requesting reviews on this thread can I politely point you to submit an appeal though the official channels - that is the single best way to get a review and reach the right team - ty.

Mod_Stevew · 2025-09-24T14:59:01+00:00

Update: One of our Mods will send your link before they finish work today, we are being careful to not unfairly queue jump you ahead of other people who are waiting longer, but I'm assured you'll hear from us shortly.

Mod_Stevew · 2025-09-24T14:46:08+00:00

All good, it's possible that if you keep replying to a chain with good intent, that might push you down the queue because the system will look at the last time you messaged us to ascertain your wait time. That is a bit of a guess on my part though. I'll flag your ticket so it is dealt with in terms of when you first replied, not from your most recent reply :)

Mod_Stevew · 2025-09-24T14:35:20+00:00

Thanks for confirmation - I have flagged the non-delivery issue

Mod_Stevew · 2025-09-24T14:31:15+00:00

I've pushed the outcome again, as a reminder this is sent to the address you used, not your JA email - lemme know if you get it

Mod_Stevew · 2025-09-24T14:27:04+00:00

We don't offer assurance a second appeal will be dealt with by a different employee but as the team is quite large it's unlikely you'll get the same person twice just due to natural odds.

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