We want to start by acknowledging something important: we haven’t always delivered on everything we’ve promised when it comes to improving Player Support. What’s more, we’ve been quiet about it for far too long. That’s on us.
Your experience in Old School RuneScape matters deeply to us, and we know that includes getting quality support when it’s needed. We own our shortcomings, but even more importantly, we want to earn your trust through action.
We’re taking a renewed, focused approach to Player Support. As part of this, we’re inviting you to participate in a Player Support Survey that will help shape the improvements we’ll prioritise in 2025. Your insights will guide our focus on what matters most to you.
What We’ve Learned and What We’ve Done
While we’ve been quiet, we haven’t been idle. Some key changes have already been made, and though there’s still a lot to do, we want to highlight these to assure you that progress is happening.
Securing Your Accounts
One of the biggest areas of concern has been account security/ That’s why we launched Jagex Accounts, which provide industry-leading multi-factor authentication (MFA) and backup codes. Alongside this, the Jagex Launcher simplifies managing multiple accounts while keeping them more secure than ever. There’s still work to do here, much of which will be our focus throughout 2025.
Combating Rule Breaking
Real-world trading (RWT) continues to be a major focus. We’ve taken significant steps, including banning Deathmatching, which was a major avenue for illegal gold trading. This move has significantly reduced bad actors’ ability to abuse the game’s economy.
Tackling Chat Spam
The constant noise of advertiser bots in places like the Grand Exchange has long been a pain point, and we’ve been testing significant improvements to our spam detection capabilities. We’re aiming to launch this in December, and we will continue to evolve and improve our systems to address issues like this.
Committed to Doing Better
We know these changes don’t address every concern, and we understand if you’re sceptical of promises alone. That’s why we’re determined to involve you more in shaping our priorities. The Player Support Survey is a vital part of that commitment. Your voice matters and this survey is more than just a formality; it’s a direct way for you to influence the future of Player Support. We’ve seen how player feedback drives meaningful change, from streamlining account recovery processes to improving the accessibility of support systems.
We’ll be transparent about what we learn and how we plan to act. Change won’t happen overnight, and we’re committed to keeping you informed every step of the way.
Take the Survey
Please help us by filling out the survey found here which should take no longer than 30 minutes to complete. Your feedback will help us build a better, fairer, and safer Old School RuneScape for everyone.
Thank you for your patience, your trust, and your continued passion for this game we all love.
The Jagex Team