Hey everyone,
This year, we set out not only to meet your long-standing expectations for higher quality Player Support and Anti-Cheat, but also to evolve how we improve our games altogether - raising our ambitions, modernising the systems that sit around the game, and rebuilding confidence in the support and security you rely on.
Our 2025 Player Support Roadmap laid out a clear promise to focus on your biggest asks: better account security, more direct access to support through features like Live Chat, and systems that give you greater confidence that your precious account will stay safe for decades to come.
Over the course of the year, we’ve delivered almost every feature we committed to, backed by greater investment in team size, technology, and long-term infrastructure. Today, we’re here to share a round-up of our progress so far, and how it plays a major part in this broader shift towards a more ambitious, ever-increasing player-centric RuneScape.
Given you have always been at the heart of this work, it’s also important we understand the impact it’s having on your experience.
We’d love to hear how you feel we’ve done, so we’ve launched our end of year Player Support Survey to get your take. These responses will help us understand the value of what we’ve achieved, and where we could further improve as we look towards 2026.
The Impact In Data
- 511K players helped via ticket forms.
- 110K players helped by our new AI-powered support chatbot since launch in August.
- 8K players helped via Live Chat between October and November (expected to increase now fully released).
- Customer Satisfaction has increased from 61% to 81%.
- 135K RS bans and 4.29M OSRS Bans, with 30.5T gold removed from RS and 26.8T from OSRS.
- 1.4M cheating reports resulting in action taken, and player notifications.
- 89K Ban Appeals processed since re-launch in September.
- 46K chat-spam mutes issued, reducing spam reports by 39%.
If you’re interested in even more detail, we publish a monthly report of Support and Anti-Cheat statistics here.
Roadmap Review
In April this year, we outlined the features we would deliver on to improve your Player Support experience and the fairness of our games through Anti-Cheat.
Since then, we’ve introduced several key improvements like Live Chat, a new ban appeals process and more, whilst some longer running multi-phase projects like Secure Account Recovery & Jagex Account Improvements and Display Name self-service are still in progress.
We hope these have felt like a huge step forward in the quality of our support.
Live Chat and CSAT
In a 2024 survey, 45% of players said Jagex Support felt difficult to contact.
This year, we redesigned our Support Centre contact flows to make reaching our team much simpler and more intuitive. We introduced a new web form that lets players quickly select their issue and contact us directly. We also launched a dedicated page for Jagex Account users to view and manage their tickets more easily. We’ve received positive feedback that Player Support is much easier to contact now.
Our Player Support team has resolved 511K player contacts submitted through web forms between January and November 2025. Our Customer Satisfaction score has risen by 20% this year, from a low of 61% in March to 81% since October, which we hope reflects the tangible improvement you’ve felt in this area
In August, we launched our new AI-powered Support Centre chatbot, Scaper, who helps players quickly find answers to a wide range of support questions - while also offering the option to speak to a Mod when needed.
Since launch, more than 110K players have chatted with Scaper, with 42% reporting that their issue was resolved without needing to escalate to a Mod. Scaper is also receiving strong feedback, with a 72% satisfaction rating so far.
In October, we introduced the long-awaited Live Chat support following feedback that 71% of players wanted a real-time way to get help. Live Chat lets you talk to a real J-Mod in Support in real-time at peak hours (daily from 14:00 – 23:00 GMT).
When given the choice between email or Live Chat, 80% of players choose to chat.. Although still in its early stages, between October and November we handled over 8 thousand conversations. Now that Live Chat is fully released, we expect to provide real-time support to even more players
Feedback has been very positive, with an 80% satisfaction score, and players consistently praising the instant access, fast resolutions, and friendly support they receive.
Improved Player Support response times
Since we launched the player support improvement roadmap, we have been working hard to reduce the time it takes to get in touch with our Mods in support.
Alongside the launch of Live Chat, where you can talk directly to a Mod in minutes, we have increased the number of Mods in support by over 50% in 2025 to respond quicker to tickets too.
At the beginning of 2025, the average first response time for a ticket was at 136 hours. During 2025 as we have introduced new Player Support services like our new appeals process and Live Chat, we are now seeing average response times under 48 hours.
For example, for the week ending December 7th our average first response time was 30 hours. You might wait a little longer than that for some contact types, but we’re working through them as quickly as we can! We aim to maintain a <48 average first response time as we move into 2026!
Account security and access
At the start of 2025, we recognised that many players didn’t have the strongest security setup, so we introduced several improvements to help Jagex Account users safeguard their accounts and reduce the risk of lockouts.
We added layered protection by keeping email verification active alongside authenticator apps by default, refreshed the Account Management website with a clearer layout and helpful security prompts, and made backup codes easier to generate and use.
We continued proactive communications to reinforce account-security best practices and the value of stronger Jagex Account protection. Thanks to these updates, we’ve seen a significant increase in players securing their accounts.
In the coming weeks, we’re also introducing the first phase of our account recovery improvements, with a small but important update to how Support handles account-recovery requests.
In cases where we have strong evidence of ownership, our team may now assist players who have lost access to their Jagex Account. We’re committed to keeping account security robust and will ensure only the original account owner will gain access to the account. We strongly advise that players store their backup codes safely, make use of the authenticator app and keep their email accounts secure to reduce their chances of being locked out.
Account hijacking detection
In November, we released the first phase of our new hijacking-detection system. When we spot suspicious or unusual login activity on an account, we now automatically send the account holder an email alerting them to the concern and encouraging them to update their password if the login wasn’t theirs. This early warning gives players a chance to act before their account is misused. You can find out more information about our Suspicious Login email notifications here.
Work is also underway on the next phase, which will allow us to proactively lock accounts we’re confident have been accessed by someone else, giving the rightful owner a secure path to recover access. This is a major step toward reducing harm from bad actors and keeping players’ accounts safe.
Jagex Account improvements
Throughout 2025, we’ve continued to enhance the Jagex Accounts system and Launcher, focusing on stability, accessibility, and ease of use.
Players are now able to access the game more reliably during large updates, install the Launcher without requiring admin or elevated permissions, configure the close behaviour of the Launcher and manage their subscriptions with greater ease.
We're also continuing work on improving character switching on mobile, a complex challenge that’s taking longer than expected, but we aim to share progress in the new year. Overall, feedback has been very positive, and we are seeing a steady increase in players making the transition onto a Jagex Account.
Improved ban appeals
In 2025, we made key upgrades to the offence appeals process to make it faster, clearer, and more consistent. We streamlined our review workflows, improved the clarity of appeal messaging, and expanded eligibility in certain ban types so more players can have their cases reconsidered. These improvements were designed to give genuine players more transparency while helping us more effectively identify and remove cheaters from the game.
Since release in September, we’ve processed 89K appeals. We’re now receiving more appeals compared to the old system as the new process means we’re reviewing many correctly applied bans again. In most cases, the evidence continues to support the original decision, showing that our review steps are fair and reliable.
In the cases where bans have been lifted, the most common reason is evidence that the offence was committed by a hijacker. The false positive ban rate, where we have made a mistake, is still less than 1%.
Anti-cheat Real World Trading focus
In 2025 alongside the improvements to appeals and reporting outcomes we have been focused on Real World trading. In September we significantly changed the way in which we handle buyer offences, ensuring that offences for buying gold in game acts as a deterrent for both buyers and to curb the demand for gold from illicit sellers. In 2025 we have banned over 8K in RS and 139K in OSRS for Real World trading offences.
This month, we have also launched a new Real World Trading model. This model has a very high success rate in detecting and banning Real World Trading sellers, and with further incoming improvements, we expect to see even more reductions in Real World Trading thanks to this model.
Reporting outcomes
Alongside our complex cheating detection models, player reports are a huge help for helping us identify cheaters and do often result in bans.
In 2024, 80% of players told us that when they report someone for cheating, they want to know the outcome. Players now receive an in-game inbox message whenever their report leads to a ban, bringing more visibility to the reporting process.
Since launching this feature, more than 1.4 million cheating reports have resulted in action taken against rule-breakers, each one followed by notification to the reporter. That’s an incredible contribution from the community, and we want to say a genuine thank you - your reports really do matter and help us keep our games fairer, safer, and more enjoyable.
And, as with everything we’re doing in Player Support, the feedback is what matters - and it’s been great to see 75% of players say they find the feature valuable.
Chat Spam
At the end of 2024, we rolled out our Chat Spam model, which is a system designed to detect and mute accounts that flood public chat with repeated or annoying messages.
Since the system launched, it has already muted a huge number of spammers. In 2025 alone, over 46 thousand chat spam mutes have been applied, and total spam player reports have reduced by 39%.
Feedback from players has been incredibly positive and we are continuing to evolve the model.
Thank You
That wraps up our 2025 Player Support summary!
We’re proud of the improvements delivered this year, and we truly hope they’ve made a positive difference to your experience.
Thank you for all the feedback you’ve shared along the way. Your voice has been the driving force in every investment in this area and has been fundamental in guiding our work to make sure we prioritise what matters most.
If you haven’t already, please take a moment to complete our survey and let us know how we’ve done.
Stay tuned for further updates during 2026 Thank you for your time and happy holidays!