mortal hull
Please submit an account recovery ticket, it will help you get your account back
#Account Hacked
sleek garnet
i would also look into making sure your email is 100% secure. Because they still would have needed your email security code to gain access to your account.
Make sure there are no forward rules set up and i would change the password and add an authenticator to it
silent pebble
@placid portal just to clarify, is this a jagex account or a legacy account
gray sage
When you contacted support did you say your account was hacked, or did you go through the "i need help removing an authenticator" steps?
silent pebble
Did you do that all within the same chat?
I would do a different chat that is just specifically about your account being hacked/hijacked
unborn depot
You were hijacked technically. Submit a new ticket, ideally from the device you spend the most about of time playing the game on, in the place you spend the most amount of time playing the game from.
You need to provide the strongest link to the account possible. So if you play on mobile sometimes but mainly play on a computer or laptop, that's where you should submit the ticket from.
Can't remember the support journey you get taken on when raising a ticket, but if there's an option to login to support with a specific e-mail, or input that e-mail somewhere, use the e-mail that the account was either created on or actively played on.
gray sage
It sounds like two different support JMods have confirmed that his account wasn't hacked, so there's nothing else he can do for now, unless Jagex changes their stance on authenticator issues.