upper depot
Account was recently 'hacked' into. I've gone through all the security measures to secure my account and ensure that the malicious party no longer have access to it.
I am attempting to attach a new payment method to my account so that I can continue playing however I am met with this endless loading screen telling me they are "getting my items ready for me" its been almost half an hour without this page loading my purchase.
ive tried using a couple different browsers as well however am having no luck
unfortunately when my account was hacked they attempted to buy a ton of bonds with my account. The payments never went through so i'm wondering if maybe Jagex just disabled purchasing on my account altogether
red sparrow
I don't think Jagex would disable purchases like that without informing you, are you able to purchase it on Google Play, the Apple store, Steam or Amazon?
upper depot
I don't think Jagex would disable purchases like that without informing you, are...
I can attempt these
one moment
upper depot
I don't think Jagex would disable purchases like that without informing you, are...
This seemed to work! Thank you for the advice! Not quite sure why the browser isn't working but i'm glad i have some avenue to continue playing
red sparrow
No worries friend, all the best and have a great day 🙂
red sparrow
This seemed to work! Thank you for the advice! Not quite sure why the browser is...
I checked with my seniors and it is likely that due to the previous hijacking Jagex might have placed some restrictions on purchasing membership on the website and this results in a loop like what you experienced.
If it's not too much trouble maybe you can put in a ticket and see what support says because it might be annoying to be restricted from buying directly through the website. If you don't think it's a big deal you can leave it as it is too. Cheers friend
https://support.runescape.com/hc/en-gb/articles/360001492589-Unsuccessful-payment
upper depot
I checked with my seniors and it is likely that due to the previous hijacking Ja...
Hey there! I went ahead and submitted a ticket about it earlier today and am still waiting for a response hopefully by tomorrow (or maybe monday since its a weekend) i should get a response.
Would definitely suck if I just have some permanent restrictions on the account now 🙁 Hopefully Jagex can sort this out but my assumption is that "once a security risk, always a security risk" is gonna be their solution.
upper depot
Hmmm. they replied with a very generic Copy/Paste response, none of which even related to my situation?
red sparrow
Yeah you can just send it directly to Myra or me, we can have a look at it
upper depot
It's a bit long so it'll be in 2 parts. Don't have nitro for the big messages XD
Mod Seefoss (RuneScape)
2 Aug 2025, 12:39 UTC
Hey there,
And thank you for your patience with our delayed response times at the moment.
Players looking to upgrade a character to a Jagex Account can do so by following the guidance on our dedicated help page, you can find this here. Jagex accounts allow you to bring all your existing characters together and protect them with the highest level of account security. Further to this if you're facing difficulties adding a character to an existing Jagex Account, you can do so by following the advice on our relevant support article.
If your request relates to character names, we're unable to directly assist through player support but do head over to our dedicated support page which will provide you all the information and guides that we can offer about character names. If you'd like to change your name, you are able to do so once per month as a member or through redeeming a bond in-game. Please note we're unable to transfer any names between accounts, or make any names available that are currently not available for use.
For players looking to update an email associated with an existing account or character, you can do this yourself. For characters not currently residing on a Jagex Account you can change the registered email of a character by following the guidance here. If you're looking to change or update the email associated with an existing Jagex Account, you can do so following the advice on our Jagex Account equivalent help page, here.
Conversely, if you're looking to update or reset a password associated with an account or character, you can also resolve this yourself. For accounts not currently residing within a Jagex Account, we'd suggest following the steps outlined here. Equally, if you're looking to service this for a Jagex Account, you can follow the advice here.
Finally, if your request relates to the status of an Ironman account, chiefly the removal of Ironman status we have a helpful resource here which outlines the steps required for characters on both Old School RuneScape (OSRS) and RuneScape (RS3).
Ultimately, if you have any further questions or still feel as though your question is unresolved, please feel free to get back in touch and we'll do our best to assist further.
Kind regards,
Mod Seefoss
Jagex Support
frosty rain
It's a bit long so it'll be in 2 parts. Don't have nitro for the big messages XD...
I think you chose "I need help accessing or managing my account" on the form, and that's a response to help with that type of issue.
I would try opening another ticket using the "I'm having a problem with my payment" option
https://support.runescape.com/hc/en-gb/requests/new?ticket_form_id=360000057358
or just respond to Mod Seefoss, I guess. He said
Ultimately, if you have any further questions or still feel as though your question is unresolved, please feel free to get back in touch and we'll do our best to assist further.
upper depot
I think you chose "I need help accessing or managing my account" on the form, an...
Appreciate the advice, Honestly i was a tiny bit confused with the subjects available on the page since many of them seemed to overlap a bit lol
will be attempting to contact them again today
Frankly as inconvenient as it has been, i am REALLY happy they have this feature for security's sake.
upper depot
Hmm still waiting on a response from jagex
frosty rain
it'll take a few more days probably, i think the current wait is about a week :/
cyan pawn
They've had a big surge in membership, this after cutting their Support staff numbers by 40%. I would expect that 10-14 days is the average for a response.
upper depot
They've had a big surge in membership, this after cutting their Support staff nu...
I didnt know they had cut their support staff so significantly, always makes me sad to see this, hopefully with the recent growth in players/income they'll reconsider growing the team a bit
cyan pawn
Supposedly, they're reworking their Support staff.
wind lichen