#account disabled error when trying to sign in

87 messages · Page 1 of 1 (latest)

spare hull
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I've bad news for you Crooksie, the answer seems to be a resounding no to

is it possible to have help from an actual human to see what is actually happening

vagrant frost
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😢

spare hull
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I've been trying for the best part of a month now to get some human to look at my case. Though it seems to have come to the end of the road with all avenues closed off =/

I wish you well on your appeal journey but I wouldn't hold out much hope.
I'd highly recommend trying to "mentally check out" of getting it back as soon as possible, and do something nice/positive for yourself to help your mental health.

I don't think Jagex realise the impact and responsibility they have regarding players mental health, particularly those who have had to go through any of the customer service routes.

vagrant frost
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im trying to still have hope

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i cant imagine how many tens of thousands or even hundreds of thousands of appeals they must have and account suppor tickets

spare hull
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Maybe it'll turn out ok for you, who knows! 🫂

vagrant frost
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i do understand where you are coming from though

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im sorry you have also had issues, its seriously stressing me out something fierce

faint ocean
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i sent in multiple tickets with one of them being for a hijacked account.
That is the ticket we usually recommend for this issue. There's nothing else we can do for you here 🙁
What were the replies you received from Mod Bones? Just curious

vagrant frost
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i beleive im due to receive one last reply to the hijacking support ticket, it took me over an hour to fill that one out and i received an automated response asking whether or not ive tried other things and if so reply to the email.. i did reply however havent heard anything back and dont know if my ticket is even open.

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im not sure what any of that had to do with my tickets or what information on there is supposed to help me

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is "Mod Bones" a real person? or more of a "AI' email assistant?

faint ocean
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Closer to an AI, I think. I'm pretty sure it just sends an automated response depending on the type of ticket you open. I'm guessing the ticket you opened was I need help accessing or managing my account -> I need help updating or making a change to my account, so it sent a reply with everything you need to know to be able to solve generic issues yourself.

It ended with "If you still need help get back in touch", which probably means you could respond to that ticket again

vagrant frost
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yeah your'e on the money there Myra

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ill continue to be hopeful then.. it truly is the worst feeling ive ever felt especially with no communication

vagrant frost
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hey @faint ocean , will this ticket stay open till possibly a mod may see it and make a comment before its marked as solved? i noticed mod pheasant was typing a while ago but no message came through

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at this point my main concern is im not even sure the ticket i submitted will end up with me getting a reply as i cannot log in nor did i receive a ticket number when submitting the hijacked support ticket

faint ocean
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Yeah this thread will likely remain unlocked, we don't lock threads super often here

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When you opened the "account was hijacked" ticket, did you receive an automated email?

vagrant frost
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yes i did

faint ocean
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Alright if you responded to that as instructed you should get a response eventually 🙂
I think there should be a ticket number in the subject of that email too, not 100% sure about that, though.

vagrant frost
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i dont understand why it say we only investigate if you suspect youve been hijacked by a 3rd party, i submitted the ticket because the account is disabled and there is no information anywhere on the website about disabled accounts etc

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all my current info came from reddit and forums to be honest

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okay, so just even replying "yes" to that email would then officially submit it to be looked at?

faint ocean
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Yep

vagrant frost
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okay, its an interesting system.. but anyways, im extremely appreciative of your time and energy, i can see you do alot of helping around these parts, so thankyou very much. i truly hope i can login again soon and finish my hydra task 🥺

vagrant frost
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@fresh charm Hi there Mod Ash, firstly i would just like to give my utmost respect and gratitude for your years of exemplary work. You are an absolute treasure and the game wouldn't be the same without you! i know this isn't an avenue to have anything actioned on my account however i am very curious and scared as to why my jagex account could have been disabled with 3 accounts on it. I'm seeing a tonne of people with a similar story on the @jagexsupport page on X. while i cant know for sure what their circumstances are, I'm just wondering why i haven't been sent any emails what so ever letting me know why my account was disabled, i cant log in to see my tickets etc and to be honest with you, I'm truly worried, heartbroken and devastated. is it normal not to receive any emails or notifications? is it a possible hijack which has locked my account for safety? I'm sorry for the long message and tag however as most can probably understand we build such a deeply rooted connection with our accounts 😢 . thankyou Mod Ash

faint ocean
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Ash isn't able to check either I'm afraid. 🙁
You'll need to wait for support to respond to your ticket

vagrant frost
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i haven't asked to check on it however he may know if sending communication when the account is disabled is something that is done or not

faint ocean
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Not always
The two common reasons for an account to get disabled are:

  • One or more characters on the account didn't belong to you, and someone was able to recover the character(s). In this case, they would send an email saying a character was transferred off of your account (this can be a bit delayed, because the email won't be sent until the person finishes recovering the character)
  • You joked about your age in-game and Jagex was legally required to disable your account because they have reason to believe you're younger than 13. In this case they'll send an email with some steps you can follow.
    I believe there are other reasons it can happen, but support isn't very open about it :/
fresh charm
# vagrant frost <@979000257612492840> Hi there Mod Ash, firstly i would just like to give my utm...

It's very kind of you to say all that, but I'd nevertheless not be able to help with your account status, even if you'd mentioned what account you were asking about. If you can't even log into it, see the Support team's options here for seeking their help with that: https://support.runescape.com/hc/en-gb/articles/360001552065-Can-t-log-in - again, it is not something I could do for you instead of them.

vagrant frost
# fresh charm It's very kind of you to say all that, but I'd nevertheless not be able to help ...

hi Mod Ash, your'e most certainly welcome! we're all so blessed to be able to enjoy your work!. I'm just about to start my arms big adventure yes I understand!. id like to make a note as I've seen a lot of people reporting a similar issue. i submitted a ticket asking for help with one of my characters, i heard nothing back and 6 days later woke up to the disabled account with no response to the ticket. a similar thing i keep reading is that people have submitted tickets to help with the second chance appeal with a character linked to their jagex account and similarly ending up with a disabled account. ill continue to wait for my tickets to be answered. sincerely, Robbie. p.s. im so honoured to have had a reply from you, my gameplay dates back to classic and what a journey it has been! thanks again ❤️

faint ocean
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Wait, so your account got disabled after you opened a ticket previously? What was that ticket for?

vagrant frost
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i asked a question about removing an old account off my jagex account and made it clear i did not want my jagex account or other accounts touched and it wasnt a delete my data ticket

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asking if it was possible and if so how to go about it

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i opened the ticket on the 16th and was playing as per normal on my main, it got the 22nd i beleive, i tried logging in very early after a night at hydra like what ive been doing for ages as a whole task takes me a long time and yeah woke up to disabled

faint ocean
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Did that ticket get any sort of response at all? Maybe an automated one?

vagrant frost
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let me double check if i got an automated one

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yes i did receive an automated one

faint ocean
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what did it say?

vagrant frost
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just a generic one stating theyll send an email back once its been looked at

faint ocean
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I'm not sure then, I would guess your account getting disabled was related to that ticket though...

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Unfortunately there's nothing you can do except wait for support to respond to your ticket & hope for the best :/

fleet breach
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@vagrant frost did you manage to recover it? I’m in the same situation here , “your account has been disabled” after appealing for a mute offense

vagrant frost
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Pm me mate

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And not yet

vagrant frost
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still no answer.. crazy for someone paying yearly membership

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and monthly on alts

vagrant frost
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11 days no answers for my first ticket and 7 days for my hijacked tickets

azure kindle
vagrant frost
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Mine isn't for a ban appeal but yeah same same

vagrant frost
azure kindle
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17th september

vagrant frost
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Yikes

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Yeah my og ticket was 16th

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So if my account has been hijacked its been that long that any chance of my bank pin remaining is gone

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If i lose my main and 3.5ish bill that's my rubescape journey done and finished

azure kindle
# vagrant frost So if my account has been hijacked its been that long that any chance of my bank...

Ah so I think I saw your post on Reddit... Lol. I do apologize for your loss so far, but iirc if the account is disabled or locked you may be in luck however, if its disabled that might mean a ban, forgive me I didn't go through this whole thread. But if it's just locked due to a hijacking attempt you may be able to get it back, and unlocked, though my account is currently banned I was able to get it back from a hijacker, my question is, was the account a legacy account with legacy username, or was it email?

vagrant frost
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That wasn't my post on reddit although I did make one comment this morning on someone else's

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I appreciate your kind words, I also feel alot of sympathy towards you and anyone else suffering

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Our accounts mean so much to us

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Im not sure why its disabled, I can only assume its a hijack, I have not been cheating or rwt

azure kindle
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I agree, the account that's currently banned i've had since 2007.

vagrant frost
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Originally email log in

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Upgraded to jagex account with same email

azure kindle
vagrant frost
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Unfortunately not, disabled message pops up

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My accounts haven't been banned, still on high score and still leader of a clan with 60ish people in it

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Even my whole clan is super dissapointed and upset as I look after them all

azure kindle
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Huh interesting, so sounds like Jagex locked it from people being able to access it, which is great because that means there’s a chance to get it back without loss of your gold etc provided whoever accessed it didn’t transfer everything on you

vagrant frost
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Well my other accounts bot on jagex acc are fine, my email and everything is is secure and untouched so like I'm just completely in the dark

azure kindle
# vagrant frost Well my other accounts bot on jagex acc are fine, my email and everything is is ...

so likely, and not to be a Alex Jones, lol, there's a likelihood one of your clan mates has tried many times to recover your account, and Jagex got sus of it, and decided to lock the account as a fail safe. You've got a ticket in right? If that's the case they'll eventually get to it don't worry, though I believe you should be treated in a different priority queue then those who are appealing bans due to hijacking. I am surprised you've not heard anything as of yet, but even before this second appeal system came out, I have had tickets for other accounts take almost a month, I didn't care much though tbh because It's not something important or something I was desperately waiting for I didn't care much about waiting. But due to me wanting my old account back I have been a bit impatient. I bet you will hear soon. I have heard that support runs on the weekends as well, though not sure if true.

fleet breach
hazy dagger
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stop pinging random mods man

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vagrant frost
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all sorted guys

faint ocean
vagrant frost
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Is that just so you have more insight to maybe help people?

faint ocean
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yeah

vagrant frost
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Honestly I feel like i need to make a post telling people just to chill and trust in the process

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I freaked out for over a week and it wasn't healthy

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If you haven't done anything wrong jagex will do the right thing

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I kinda feel silly now for feeling like it was the end of the world

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I'll be on my computer in an hour just cooking dinner

dry crow
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I’m currently just going through this exact problem, hoping I get a resolution soon. Following the recommendation and migrating all of my accounts to JL has been nothing short of a mistake right now…

faint ocean
# dry crow I’m currently just going through this exact problem, hoping I get a resolution s...

Your account was disabled because you had a character on it that didn't belong to you, and the owner recovered it. :/
You can try the same advice I gave Crooksie -- open a ticket here https://support.runescape.com/hc/en-gb/requests/new?ticket_form_id=360000062689 and choose I think my account's been hijacked as the contact reason.
You will receive an email that you need to respond to shortly after opening your ticket.