#Non-jagex account hijacked and migrated to another jagex account

24 messages · Page 1 of 1 (latest)

tranquil sphinx
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#5979593 this is the ticket ID for any mods reference
long story short couple days ago i seen one of my accounts log out and log in through my main friends chat
i decided to login and found the details were incorrect
i logged into the email that i use to login to that account and found an email saying this account has been added to a jagex account which isn't mine and i've never done
when i try to recover the account through the automated system it gets denied because the username is "unavailable" (think its been changed which is the email) but when i use the in game name to recover the automated system denies it since the username "cannot be found"
kinda stuck here

it is a non-jagex account i didnt add it to my main jagex launcher and it does have 2FA on it plus recovery email

patent raven
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Your ticket will be handled by the jmods and if everything is provided to prove ownership they will help you with it, sorry but you'll have to wait right now due to the long queue

tranquil sphinx
exotic adder
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I've been waititng a week now with the exact same issue and no help from jagex yet. couldn't even lock the account. I've been watching my 1def pure with a 50attk blorva grind i did now turned into a 40def acc.... so much for jagex account security

tranquil sphinx
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That sucks the account that got hacked is my obby maul pure really sentimental to me, I’ve read non jagex accounts get recovered through the ticketing system so fingers crossed

exotic adder
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you can pray that jagex notices your request an locks the acc... but in a week ive only recieved the exact same ai responses. i reply back to it and they send the exact same ai response. honestly jagex customer support is pathetic right now.

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I've even submitted tickets to atleast get my 4 premium memberships cancelled and they jsut reply saying to login to your acc to cancel membership. which obviosuly can not do.

tranquil sphinx
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UPDATE: jagex have been able to recover my account and transfer to my jagex account

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just an FYI

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how'd you go? @exotic adder

exotic adder
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wtf how?? i got mod emails back saying they wont recover it

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ive got the exact same situation and jagex said they have no account recovery system at this time.

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is there anyway you could share information on how u communicated with jagex ? i have had very poor customer support through their emails.

maiden wasp
# exotic adder wtf how?? i got mod emails back saying they wont recover it

Your situation is not the same unfortunately.
Kv had a legacy account which was upgraded to a Jagex account by a hijacker, and account recovery is allowed in that situation.
You had a Jagex account which was hijacked, and there's currently no recovery for hijacked Jagex accounts. Jagex is planning to allow recovery for Jagex accounts in the future (scheduled for Autumn on the player support roadmap https://secure.runescape.com/m=news/player-support-roadmap---september-check-in?oldschool=1)
All you can do now is wait and see if it will be possible to recover in the future. 🙁

exotic adder
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Yes i had a jagex account that was hijacked. however i also had a maxed main on a legacy acc and a uim on a legacy acc that was hijacked and upgraded to a jagex account which the mod team responded saying that they wouldnt help me recover them.

tranquil sphinx
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Yeah bro in the email they said any jagex accounts cannot be recovered but my hacked account was an old one using email as login so they were able to recover it

exotic adder
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awesome thanks for the information you shared Kv. I also had a few legacy accounts and they told me its my own fault they got hijacked and to secure it better and they wont recover an account thats been migrated to a hijackers jagex acc. I dont understand how they treat customers differently.

kind widget
exotic adder
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i literally supplied years of bank statments showing paying for the subscriptions to the accounts and the details for the accounts.

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but in the same ticket i also explained my jagex account was also hijacked

kind widget
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ok so both are true. They won’t manually recover a Jagex account so if a hacker say changes the email on your Jagex account as of now there are no recovery options.

On the flip side if a hacker imports your legacy character to their Jagex account it is recoverable

exotic adder
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yes that is correct they have changed the email on my jagex account. they responded saying they cant recover it but have locked the account. i have asked for confirmation because wise old mans shows they are still activiely using my account on the jagex acc... x2 of the characters on the jagex acc have fresh yearly memberhsips and they are still being used right now althought jagex has said they have locked the jagex acc... but yes as for my non jagex accounts i dont udnrstand why they wont help me recover them and place them onto a new jagex acc which i have created since the hijacking

kind widget
exotic adder
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I dont mean mean to sound like a sook but its frsutrating. yes please jsut dm me. i think i obviouly am just not communicating well through the customer support emails.