Lockout Account Returns - Updates

Lockout Account Returns - Updates

After a March that few of us will ever forget, we're ready to begin the process of returning accounts impacted by the Login Lockout situation.

That's right, the first Returned are soon going to be walking the paths of Gielinor again, after what we know has been a stressful and uncertain few weeks for many. We can't wait to see you back in game, and we can't wait to deliver on that Awesome April of content we spoke about in last week's livestream.

Wave Updates

As we mentioned last week, returning accounts is the start of a journey rather than the finish line. With our learnings from the Beta, this will be a rolling process of returning accounts. Keep this page bookmarked as we bring you all the latest updates on account return waves as we have them.


Post-Lockout Update - 15:00 Game Time, May 6th

Hello everyone.

Over the past month, we've been working hard and slowly returning more of the accounts that required additional attention back into the game. As of today, we're happy to say that we've released almost every single locked out account back into the world of RuneScape!

As these accounts were some of the more challenging to restore, there is a higher potential for issues that need resolving. If anything is wrong, please contact Aftercare to resolve the problems. We will do everything we can to restore or make good on anything that doesn't look quite right to the best of our ability, and as quickly as we can.

Once again, we can't thank everyone involved in this phase of the Lockout enough for the support and understanding we've received. We truly appreciate you.

An Extra Thank You

Restoring these more complex cases has been a long, intense process - and the end result has meant an additional month's wait for some. For anyone restored on April 28th or May 6th, we'll be providing extra Returned gifts to recognise this extended time away from Gielinor.

In addition to the two months of Membership time we've already covered if you were an active Member, we've also added an additional two months of Membership to your account (that's four months in total) on top as a thanks for your patience.

We've also sent you two additional in-game Returned Packages (meaning you'll get three) and, when released, you'll also be receiving one more Wish than most other players.

Contacting Aftercare

Our Player Support teams are on hand to help address any concerns that may emerge from the account recovery process. They'll be doing their best to make everything right, even when we can't restore something exactly the way it was before the Login Lockout.

Getting in touch couldn't be easier. Simply click the button below and fill out a quick form. Our teams will be in touch to help resolve your concerns as soon as they can, and you can use the form more than once if needed (within reason, of course!).

Aftercare

If You Are Still Locked Out

There are a handful of accounts that are still being finalised. If you are still locked out, you can get more support and information through our official Discord in the #login-lockout section.






Wave 7 - Final Wave & Next Steps | 12:45 Game Time, April 9th

Hello everyone,

We are very excited to let you know that our final wave of has now released, which means that almost all affected accounts have been returned to the game. Thank you so very much for your incredible patience over the past month as we gave it all we could to restore your accounts to the highest possible quality. It's fantastic to see so many of you back in game.

However, this isn't the end of our journey. A small proportion of accounts require additional attention before we can restore them, and Aftercare will still be necessary to resolve outstanding issues for some of you.

If you're in either situation, here's what to do:


My account still hasn't been returned

If your account remains locked, the batch telemetry translation process used for other accounts hasn't been sufficient to restore your account to the highest possible quality. This means your account is going to require individual attention before it can be returned, which may take some time.

If you are in this situation, firstly, we want to apologise for the extended wait. Getting you playing again is our top priority. We will work with you on an individual basis to ensure that we more than make up for the wait, as well as covering any membership time spent. You'll also still be eligible for the care package, which includes 'The Returned' title and several other goodies.

Everyone in this situation will be notified by email, so keep an eye on your inbox. We'll also be keeping you updated throughout next week whenever we have new information to share.


Something on my account isn't right

Aftercare is the term we're using for the individualized support we'll be providing to players whose account still doesn't look quite right.

First, we recommend you check our Restoration FAQ for details on some of our most expected issues and the actions you can take to help resolve them. Then, head on over to our Aftercare Form to submit a ticket for anything you need us to work on.

Aftercare is an ongoing process, so if you find something a month from now that you've suddenly realised isn't right, you'll still be able to submit a ticket. Please be patient in these early stages, though - response times will vary based on volume but we're working on getting to everyone as fast as we can. Thanks in advance for your patience.



Wave 6 | 16:00 Game Time, April 8th

Hello everyone,

Wave 6 has now been released, marking our last wave of the day. Please check your emails for notification within the hour, but as always, we recommend attempting to log in just in case. This brings us up to ~88% of all accounts now returned.

Our next wave will take place on Friday, and with our current projections, we expect this to bring us to almost all accounts having been restored (> 99%).

If anything is out of sorts, please remember Aftercare is here to help. You can submit a ticket here: https://rs.game/LockoutHelp

Note: If you are missing your Returned Package, please log out with an inventory space free and log back in again to receive it.



Wave 5 | 15:15 Game Time, April 8th

Hello everyone,

Wave 5 has now released, our first of two planned for today. Please check your emails for notification within the hour, but as always, we recommend attempting to log in just in case.

Wave 6 will take place later this afternoon should everything go to plan, and we'll let you know as soon as this has rolled out. By the end of today, we expect to have returned around 88% of all accounts.

Tomorrow, we intend to release Wave 7 which we currently project will bring us to almost all accounts having been restored (> 99%). We'll be back later today with more news on Wave 6 as soon as we have it.



Wave 4 | 13:15 Game Time, April 7th

Hello everyone,

We have just released our fourth wave of accounts back into the game, bringing the total share of impacted accounts restored up to ~70%.

Emails will be sent to notify anyone returned to the game within the hour, but as always, we recommend also checking by attempting to log in just in case anything happens with your email!

What's Next

Our aim is to have the vast majority of accounts back in game by the end of this week and we remain on track to achieve this as it stands today.

We are currently working on our fifth wave of account restorations, which we expect to be ready to deploy tomorrow. We expect this wave to tip us well into the 80-90% range and we'll confirm the percentage of overall accounts returned as soon as we have this locked.

We are also lining up plans for a sixth wave which could potentially release on Friday - though this is strictly provisional at this time.

As we mentioned earlier, this is an active development situation - anything can happen and we can't risk the quality of the process at any stage. Things have gone mostly well so far this week, but there's always a potential for change. We'll do our very best to keep you updated along the way.



Wave 3 | 15:30 Game Time, April 6th

Hello everyone,

The third wave of account returns has now been released (as of 15:20 Game Time). This wave is much larger than previous waves and we hope to continue scaling in this way as we restore more accounts in future waves.

Restored accounts have been emailed, though we also recommend attempting to log in just in case any issues occurred with receiving your email.

Please check back soon for more information about future waves.

- The RuneScape Team



Wave 2 | 12:00 Game Time, March 31st

Hello everyone,

We've just released another larger wave of accounts back into the game as of 12:00 Game Time. It's great to see some of you back playing out there and to see more accounts returning to Gielinor.

We wanted to let you know that this will be our last wave before the UK Bank Holiday weekend, with our next wave planned for Tuesday, April 6th. We've done everything we can to expedite the process of getting you back into game, but given some of the now-fixed surprises Wave 1 provided, we need to make sure there's time to monitor for more abnormal behavior before proceeding. The time spent to do this now will inform the rest of our waves, ensuring we can move at a good scale and pace when we pick up next week.

Thank you for the continued understanding. We hope you have a great Easter break and we'll see you next week for more waves of accounts back in game.

Take care,

- The RuneScape Team



Wave 1 | 12:00 Game Time, March 30th

The first wave of returning players will be rejoining the game shortly, as accounts begin to become unlocked. Those in the first wave will have received an email inviting them to log in.

This wave is a smaller one in order for us to build confidence in the restoration method. More players will have their accounts restored in coming waves, so please check back for more news.



Known Issues

While it'll be business as usual for many of us (Game Updates will continue, content will release, etc.), there might be some unexpected side effects for accounts impacted by the Login Lockout. While we've done our best to minimise inconsistencies with account recovery, unfortunately a few issues remain unresolved. Rest assured however that we'll be working hard to make even the smallest detail right through that one-to-one aftercare we've mentioned before. More on that in a bit!

So what are those remaining issues? Let's dive into them.

  • Bank and Inventory will likely be jumbled, with items shuffled and disorganised.
  • Invention Perks may have been reverted to an earlier state.
    • However, we have been able to refund most components for any perk rolls since the last saved state of your Perks. We have also added 50% extra of any returned components.
  • Some player-owned farm animals might be missing.
  • Some players will have been teleported to Burthorpe or Lumbridge.
  • Some UI settings might have changed.
  • Potential for duplicated or missing items under certain conditions
  • Bonds and Keys may not be restored immediately upon your account being unlocked.
    • This is restored under a separate process and should be resolved shortly after deployment.

There may be more issues than listed here. We will update this list as needed.

We've tried our best to resolve as many issues as possible whilst also balancing the desire to get everyone back in-game as soon as possible. We know some of you might be more impacted by these issues than others, which is why we've set up a dedicated aftercare service for all affected players to use. We've also put together a bit of a care package to help kickstart your RuneScape experience!

Welcome Back Plans

You might have heard once or twice over the last few weeks that we're committed to making this right. That's why when you log back in on (or after) April 6th impacted players will be greeted by a box filled with goodies in their Inventories.

What's inside?

Exclusive Cosmetic Gifts

  • Title: 'The Returned' (or 'The Returned Ironman' for Ironmen)
  • Cloak of Returning
  • Disc of Returning Weapon Override
  • Disc of Returning Inventory Object
  • 'Returned from the Abyss' Teleport Animation

Consumables

  • 10 Restoration Pods (custom made versions of 'Knowledge Bombs', worth 1 Hour of Double XP each)
  • 10 Advanced Pulse Cores
  • 10 Cinder Cores
  • 10 Large Protean Packs
  • 10 Medium Prismatic Lamps
  • 10 Yak Track Task Skips
  • 10 Portable Skilling Packs
  • 10 D&D Monthly Reset Tokens (Members Only)

We'll also be providing everyone another month of Membership - on top of the month already covered beginning March 18th - and Double Daily Keys from April 6th too.

To help you maximise any gains when you return, we're running three bonus-packed weekly events throughout April that include things like double Reaper Points, double Vis-Wax opportunities and a whole lot more. We've also extended Yak Track: Yak to Basics by three weeks, re-running Vic the Trader later in April and even granting everyone a wish. You can find more details in this newspost.

Aftercare

In order to ensure that everyone's accounts are shipshape, our Player Support teams are on hand to help address any concernsáthat may have resulted from the account recovery process. They'll be doing their best to make anything right, even when we can't resolve something exactly how it was before the Login Lockout.

Getting in touch couldn't be easier. Simply head to the link below and fill out a quick form. Our teams will be in touch to help resolve your concerns as soon as they can, and you can use the form more than once (but within reason) if needed.

Aftercare

We mentioned it before, but we can't guarantee that everything can be returned to how it was, even with the help of this aftercare program. If this is the case, rest assured that we'll do what we can to make up for anything that's lost. We will do right by you.

Additionally, as much as we'd love to confirm a timescale by which we'll reply to individual tickets, please understand that the speed at which we can resolve them will vary based on volume. Please have patience while we work our way to your request.

What's next?

We will be returning players wave-by-wave, which means we know some players won't be joining us in-game today. Work continues to restore these accounts, and when they are reactivated they'll also benefit from the above goodies and support with more if needed. If you're in this bracket of players who can't play today, please sit tight - we'll have you in game as soon as we can!

Thank you for your patience and support during what was a long March of investigations. developments and Betas. We're glad to finally begin welcoming you home and we look forward to showing you more of what the year ahead has in store!

- The RuneScape Team

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