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disguested at customer support

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coke91

coke91

Posts: 4Bronze Posts by user Forum Profile RuneMetrics Profile
it was supposed to be a simple process, all that thappend is i dont have access to my email that i used for creation of the account.

I fill out the form to recover my account, instantly i have an email back saying it was denied.

This was not even inspected by a employee but a robot.


I dont know what else I can do here if an employee is not willing to read the additional info.

It is not for a forgotten password, but just to update to a new email...

25-Jan-2020 14:01:48 - Last edited on 25-Jan-2020 14:14:22 by coke91

coke91

coke91

Posts: 4Bronze Posts by user Forum Profile RuneMetrics Profile
Tuffty said:
Moved over to a better suited section for you.

If you fill in the details and they do not match up with what Jagex have on file them it will not work. You need to match all the details.

Good luck.




It failed because Nobody read the addditional info, I know this because upon submiting my request, i instantly get an email saying password request denied, And I am not even asking for a password request, i am asking for an email request.

25-Jan-2020 15:37:24

Asahel Frost
Dec Member 2007

Asahel Frost

Posts: 14,498Opal Posts by user Forum Profile RuneMetrics Profile
Hi coke91

If the reply is immediate, then very little information on the form matches the account whose login name you used to access the form.

Are you sure you are using the correct login name for the recovery? Was the account created before or after November 2010?

There's advice on filling in the form here:
Denied password resets

Avoid using VPN, a mobile phone or other 'anonymous' IP to submit the form. The PC you normally use to play the game is best.

You should have at least one correct password, plus correct information in 2 or 3 of the other boxes for the best chance of passing the automatic checks.

The additional information box isn't looked at until the form passes the automatic checks, so concentrate on the other boxes for now.

The password reset process is used for all forms of account recovery, including getting Jagex to change the registered email for you.
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Twitter: @JagexHelpFrost
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25-Jan-2020 15:39:15 - Last edited on 25-Jan-2020 15:40:18 by Asahel Frost

coke91

coke91

Posts: 4Bronze Posts by user Forum Profile RuneMetrics Profile
hello Asahel Frost

It is a fairly new account, cant remember exactly when it was created, with out access to my email account.


I only ever had one password on it, I never bought any membership, only a bond.

I also mentioned what isp it was created on.


I gave the email address i used to create it with and the email address I want the account ported to.


I really am stuck not sure whatelse I can say, to make jagex believe i am the owner.

25-Jan-2020 15:41:51 - Last edited on 25-Jan-2020 15:42:46 by coke91

Asahel Frost
Dec Member 2007

Asahel Frost

Posts: 14,498Opal Posts by user Forum Profile RuneMetrics Profile
Go to this support page:
Forgotten login

Click the "Still stuck?" button, answer 'No' to the next two questions, then click the "Maybe we can help" button.

Fill in the form with as much info about the account as you can.
Glad to be of service :) (Powered by GPP™ - Share and Enjoy!)
Official Community Helper (Info)
Twitter: @JagexHelpFrost
FC: SilverScaper

25-Jan-2020 15:55:26

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25-Jan-2020 21:37:00

coke91

coke91

Posts: 4Bronze Posts by user Forum Profile RuneMetrics Profile
I did this Forgotten login , and it has not helped, mod fuzzy replied back to me saying i need to do a password reset, but i can't do that, as the form is being too fussy, I answer as much as I can, and again its instantly denied, because a human is not reading the addditional info that proves im the account owner.

Its strange because I dont need todo a password reset, I know my password, its just i need to update my email address so i can recieve information about my account like easily resetting my password if i need to.

27-Jan-2020 16:01:38

Pinguicula

Pinguicula

Posts: 9,723Rune Posts by user Forum Profile RuneMetrics Profile
The info checked by a computer has priority over the info read by a person. The additional info section can help convince a J-mod that the account is yours but it isn't necessary if the computer checked info is good.

27-Jan-2020 21:51:08

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