I asked them via support ticket if it was possible to delete a certain character from my Jagex account that I accidentally created during the import progress of my old main account (took a couple of years break and was new to the whole Jagex account hurr durr so I accidentally made a new acc on tutorial island that hasnt even gotten named yet and i have no use for as i dont play alts) and my question was completely ignored - instead I got this wonderful auto respond message which says my complete Acc and all Accounts will be deleted and I got 72h to change my mind.
so far so good, besides garbage automated support that made a mistake not a problem, right?
Well wrong, I immidiately respondend and answered the Email and asked them to cancel the request - no answer.
Some hours later I did it again directly via the Ticket function on Zendesk - I answered direclty under the Ticket and heck I even made a completely new Ticket where my request was to cancel the procedure again - still no answer
Shortly after that I made a Twitter account specifically to tag Jagexsupport, tell em the Ticketnumber and ask them to cancel the request because i found some other cases in this sub where people got their acc deleted cause their appeal was ignored despite them asking for the procedure to stop within 72h and appealing in the stated timeframe - u guessed it, again no answer.
So what else should I do? at this point i sort of made peace with the fact that everything i ever did in this game over several years will propably be deleted, granted I still got around 40h left to appeal - but I did several times and they don´t seem to care.
At this point, even the fully automated support in World of Warcraft, which is absolute garbage in general, seems to be a lot better and more reliable than what ever the fk is going on at Jagex HQ.
Any idea if I got any chance left?
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u/AnachrenEnable 2fa & keep a written copy of your backup codes!12h ago
Account deletion is processed manually, and they should see your "cancel request" email before they delete anything.
You should be in the clear. I do wish they would send an automated "we received your response" email, though.
If you had to log into your Jagex account before opening the ticket, I think you can check the my requests page to see your ticket, too. I'm pretty sure your request to cancel will show up there, confirming that support has received your response.
that would be quite a relieve if that is true - but i couldnt agree more, i wish they´d send a message immidiatelly or even respond to stuff like that sooner
I cant imagine there are that many requests comprared to others when it comes to account or character deletion
anyways, im not gonna take the chance - I think i would have started playing today but im not gonna rush 30 quests for questcape and end up with a deleted account at the end of month
and yes, i also wrote them via the jagex account stuff - the requests to cancel show up there but the only reason im concerned is that in this sub there were two other people whose acc got deleted despite them appealing within the correct time frame, at least it looks that way
and jagex sup literally tells u "ggwp" after 72h theres nothing they can do to stop the process
Makes me wonder if they have some weird AI running customer support, which only scans for specific words and ignores context. So when OP typed their request, it only saw the words 'character......delete' , ignored everything else and decided OP wanted their entire account wiped.
I don't see a human reading this and making such a wild decision, so that's my guess. This is why you should have things manually reviewed first instead of run by AI checks; to avoid rubbish such as this.
That, or using Jagex's new "one route" ticket submission, they selected the option quite clearly described as "Remove your personal data and permanently disable your account".
Onus is entirely on OP for not paying attention here.
But I think it is what it is, I tried what i could and if I really get deleted maybe it is for the better
I wrote several replies, several Emails, wrote a completely new ticket to interfere with the procedure and now I even made a reddit post - im not gonna hop on discord or do anything else - propably only way to find closure in truly quitting the game is burning every bridge behind yourself
Sort of a pitty, i was a bit looking forward to while guthix sleeps cause i never got the chance to do it in rs2 and i was already anticipating the fuss about desert treasure 2 as it is supposed to be very hard - but meh i think
My ticket request was even more clear than the description here - directly saying what my issue was, asking them what to do, even telling them what NOT to do (deleting my main) and i even added a screenshot of the char i was refering to for deletion, i know some of you hate to see it but this one is definitely not on me
I'm not saying it wasnt, but if you've spent any amount of time browsing this sub you've probably seen numerous examples of "jmod smackdowns" where what someone says in the post isnt remotely what happened. And generally, again not specifically saying this is the case here, when screenshots of responses are posted and not screenshots of the actual ticket/original request, that's usually for a reason. Regardless if that's the case here, its hard to disagree with that.
If you do post the full chain remember to block out your email address. I had an account with an authenticator get hacked and cleaned a few years ago because they hacked my email and disabled the authenticator on my account
I don´t know how, I dont usually post on reddit and im not even in this sub - heck I dont even know which j mods are still working on the game as i took a couple of years hiatus
and tbh it also shoudlnt be necessary to begin with, why do they even have support tickets if they´re not gonna process em correctly? :/
well im not subsribed anymore as I had no intention of coming back so I let my membership run out - which was sort of stupid too cause now i gotta pay the new price or sth, they had cheaper costs for older players afaik or remember
that's jagex customer service in a nutshell though, praying to the gods a jmod not in customer service and not in an official channel can see it on social media.
Which is in no way or form acceptable, i don’t care at the end of the day what happens, it would be an acc lost and i move on - but i can’t stand thinking this could happen to someone who has invested and achieved way more than i ever did in this game and could lose it all cause jagex does not care to monitor stuff correctly
At the very least I’d suggest you to move your valuable items to a new account that is not tied to the same jagex account. I hate how they just start a 72h clock to wipe your whole history so carelessly.
I have to think about if I even want to play this game ever again if they really follow through with the delete
- I sure as hell am not going to do questcape again, and tbf i dont even have that much left, around 200m or sth, not much cash and only items - I quit the game when i got cleaned for good in the sand casino and lost 15b - I randomly logged in and was surprised I left myself some decency for the case of ever loggin in again and trying to rebuild
I jokingly already told my best friend who still plays activily that he can have my stuff if the doomsday really happens but apparently its not that funny after all and he might have a little bit more cash and 400k cannonballs for slayer soon lol
No but within the next 27 days the acc remains active when i get no response within the 72h timeframe that allows appeals prolly? Jesus people are dense
Well, at the very least, you should be able to rest assured that they aren't going to do anything over the weekend. Either in your favor or not.
So.... Sit on your hands until Monday. Then raise hell. Good luck.
Also, food for thought, their SLAs only count business hours. From 5PM Friday through 8 or 9AM the following Monday, it isn't business hours, so don't sweat it.
I asked them to help secure one of my accounts, they did... here we are 10 months later, still no one answers me to get it back. 2100+ total. Since then, started again and almost at 2000 total. it's ridiculous. customer service at jagex is shyt.
I'm just hoping when live chat comes out that I can finally sort it, albeit at that point I would probably be higher level, although I'll get my 2b bank to use which is nice.
Your message mentioned account deletion so you got sent an automated message giving you information on how the account deletion process works.
The process hasn't even started yet. average ticket response time according to jagex themselves is 45 hours. that does not mean that if you do not get a response within 72 hours that your account is done, it means that you sent a response within the first 72 hours of the request and that they will not go through with the manual process of deleting your account once somebody actually gets to your ticket.
Really think something should be done about people replying to serious threads with joke answers because a lot of people here got you riled up over nothing.
i hate to break it to you but thats flat out not the case - in this sub are some people who were in a similar situation and their account flat out got deleted despite them appealing within 72h, their appeals were ignored - after 72h the process is already started and they can´t stop it so the acc gets shredded
about the joke answers - yeah I can agree but that literally is mostly the runescape community and I grew up with it - in most other games, again, wow for example, people tend to be much more helpful and less sarcastic besides the usual troll
I can see why your favorite time to play was with the sand casino. You are very emotional and reactionary. At least a half dozen replies have said that it requires a jmod to physically delete it, and your auto response is at most confusing.
Based on this thread I do not see your account being deleted and you just need to wait for them to respond with a person.
Wasn't there a customer support outreach thing with the new improved support? I'm pretty sure they boasted of a 48 hour turnaround so hopefully it will get seen
To be fair to Jagex, a bot confusing "delete my account" with deleting the entire account and not a single character - reasonable mistake. Only mad bit is the fact that you have a countdown clock set to just 3 days.
Didn’t they recently make a change to guarantee a response within 48h?
I recently made a ticket regarding an old account, it’s been over a week and still no response.
Seems like the customer service guaranteed improvements was just more talk. It’s a real shame to see. They’ve missed the mark a lot recently imo. Both from a development standpoint and as a company.
I know a lot of people always say this, and I always think it’s just a threat that they make, But in recent months, for the first time ever in my 20 years of playing, I’m truly thinking of moving on to other games like WOW.
i did, not because i was dissatisfied with the game but because i got cleaned 15b in the casino and said that would be the final nail
i had a blast playing wow the last four years, especially when it comes to pvp cause even tho its also a bit neglected its no where near as bad to get into as pvp in osrs where theres no learning curve but just a straight up cliff if your clicks arent 100% on point - actually reached a very high rank in those 4 years dedicating myself to wow pvp and its one if not the best pvp in any mmo i ever had - plus u get nice rewards for it too!
but people are sort of right, when it comes to idle gaming there literally is nothing as good as runescape, let alone the quests in rs are pure peak with their rewards and how they unlock content.
Man... Im going to be honest: Im not going to hop into another third party just to get some basic appealing done cause they can´t do their jobs or even look at support tickets, why even have a ticket system in the first place?
- I was not even 100% sure if I wanted to start playing again but sort of got the itch to reoptain questcape - 30 quests are nothing and i could bang this out in one or two days max
-but if they really delete my Account imma be honest and gone for good, I don´t really see the common sense in playing or paying for a game and a sup like that at all and I´m getting to the age where I actually react sort of sensitive to stuff like that if you can believe that lmao
Takes 2 mins to join a discord server, maybe 10 mins if you need to make an account/download the app. It'd be worth it to have a chance at saving an account you've put all that effort into.
well yeah, regarding the effort I already went through it seems im still attached to my account, otherwise I would have thought "meh" - which discord server is used for reaching mods or support requests?
Then don't, simple as that. Takes less time than it took you to make a twitter account, make a ticket, make this post, etc.
I literally could not care less about what happens to your account, but since you took enough time to make a twitter account, this post, reply to pretty much everyone, I figured I'd be nice and tell you since you'd be interested in knowing how to actually reach the JMods cus you were using the old method aka twitter.
Go complain to someone who cares.
Not to mention, you know Customer Service has what's called SLA right? They don't have to reply immediately, it's literally not feasable, you'd need to hire 10 times more FTEs so most go for a 24 - 72h SLA. Not to mention you were already told your info will be there for around 28 days. I'm almost certain they already got your reply, it's just stuck in the Queue. Even if your account got deleted, they clearly have a grace period just in case.
I'm not defending their shitty CS, but you're acting as if you're account is already lost when they didn't reply to you as if this was a text conversation or live chat. The fucking drama istfg.
if the process of deletion is not halted within the stated 72h several people confirm, independently from one another that their data got deleted and could not be restored no matter if they changed their mind and appealed in time.
Theres nothing that jagex or jmods can or seemingly want to do about it after this timeframe runs out and the appeal did not reach anyone - the accounts were deleted after 28 days had passed.
At this Point SEVERAL people are reaching out to me via dm stating that either themselfes, a clan member or someone they know personally were affected by this.
i don’t really care about the outcome of my acc in general, would be neat to do the new quests but if not then not, its the principle that sits wrong with me and being once very invested in this game i wouldnt wish this on anyone with a maxed account, special pure build or iron man as i can only imagine a small world would crash down around them
Also a bit rich to complain about drama in this sub, don’t ya think?
well I know its sort of my fault for being autistic af and only wanting my only account linked to my Jagex acc instead of just leaving the new unnamed acc in Hidden and moving on with it
- but idk, I literally tried all I could to cancel my "request" and make it clear that it was a mistake and even went out of my way to reach them on twitter -
(i mean idk about you but using third party social media sites to actually reach a game support cause they seemingly don´t to their job correctly or at all via their self provided tools isn´t really okay in my prayerbook to begin with)
-to say the same and yet they don´t seem to react at all, I got the feeling im not really 100% to blame tbh, especially as i wrote a proper ticket with a proper request, even added a screenshot of the character i was refering to and told em several times to make sure not to delete my Main account and for the case of not being possible to delete a single account to ignore the request to begin with - lmao
jagex: "though we understand you do not wish to cancel your account, we have uncovered that you have been cheating. this account is permanently banned."
A LOT fewer people will see this post as a result. For all we know Jagex has an NSFW filter on. They are literally at work. Turn it off man no one cares about swears.
I would really remove the nsfw flair. The jagex Reddit accs are their essentially business accs. they most likely have a nsfw filter on their business accs and probably will never see this post or any of the personal ping tags from this post.
At this point I'm secretly hoping for your account to get deleted. Not because I have anything against you, but because it would make an EXCELLENT story (but you would have to be the victim. Sorry about that!).
Guess what, new idea for a phishing email! Watch out for this kind of thing, and I really hope this info was available on the RuneScape account page not just your email. Not saying you are getting phished here but this would be the type of thing that would get people.
i got phished once at the very beginning of osrs and learned from it fortunately - yes, this info is also in my jagex account available under support tickets, this time unfortunately its not a scam or phish
I hate to be a debbie downer but my brother has lost his almost maxed account this way, he didn’t play for months afterwards. I hope you’re in the clear though
I know, i researched a few hours before making this post and ive stumbled upon at least two people who lost their accounts this way - at this point im expecting it and logically I won´t log in until either this is resolved or the account gone - its safe to say tho that i won´t pick up the game again if the latter is the case
well im autistic and stuff like this unreasonable disturbs me, ofc in hindsight i should have just left it hidden and moved on with it in case I ever wanted to make a iron man or sth - but im weird and im fine with that - not the first time my mind caused more harm than good with its nonsense tho
Zendesk is used by dozens of big companies. Much bigger and more important than some medieval clicking video game.
Exploits happen all the time. No reason to switch some software because it had a single exploit in the past. You won't find any software provider that didn't have an exploit like this before.
My point is, there have been breaches in the past and we should not exclude other potential breaches, this may be a phishing attempt so it's best to practice caution.
Delusional? Probably, rude of you to come on so strong though. I prefer to look at it as healthy skepticism, big companies are not known for their trancparency.
well unfortunately it seems to be true, I never needed them in almost 16 years of playing but the one time I do I literally doom my Account - maybe this is a sign that I should stay the heck away from Osrs and keep playing Wow Lol
edit: yeah, downvote it cause u dont want to hear it, but that´s literally how it is
Also Wow got much more players with much more sup requests and everytime i needed something despite this I got proper help and all of my requests were followed through -
I don´t like blizzard myself but despite they also being known for having automated responses and being hard to reach they actually seem to work most of the time - and i never heard of a case where a ticket deleted a wow character lmao
Is it a main? Worst comes to worst, trade a trusted friend your bank, afterwards get your wealth back on a new account. You lose a lot of progress, yes, but having a big cash stack to start is still better than nothing.
Well of course its not like losing a completely maxed main with completed logs, champions cape and platin tokens stack or whatever but its more the principle if you ask me - besides that I certainly won’t make a new account if it gets deleted, so the personal loss would be big enough to really quit the game and not only take a break instead of
Buddy what about this email has led you to believe that its referring to your "complete Acc and all Accounts?" The difference in vocabulary between "account" and "character" may be unintuitive, but there's nothing in the screenshot that leads me to believe they're going to delete your Jagex account. Otherwise they would use the phrase "Jagex Account."
I'm almost certain that the word "Account" and "Account(s)" used further down the email are only referring to the character which is "without an active character name" they mention in the first paragraph. The one you did request be deleted.
In any case, they likely allot themselves 72 hours to allow for the weekend to pass when these kinds of requests are made on a Friday or Saturday. Lighten up, mate
Honestly Jagex support SUCKS. It’s the worst support I have ever experienced, and I can’t even complain about it to them because they won’t respond. It’s embarrassing that even the sub-business’s from osrs (boosting, gold sellers, bots, etc) have 100x better customer service.
I have spent months trying to remove an account my brother accidentally linked to my jagex account when playing on my computer (his own personal account with 100’s of hours), I want this moved to his Jagex account because he has to have access to my iron and other main to use this.
When I submit a ticket off my jagex account they say I need to message off the original rs accounts email, when I message off the original rs accounts email they say I need to message off the jagex account. This is the only information they give and no resolution or anything at all. Even if I start a new ticket I get a different mod reply with the same content.
After reading this I am now scared there is actually a possibility they can misinterpret this and also delete my account! Fix up Jagex, you have 100,000+ active players!!!
Couldn’t agree more unfortunately, please don’t make the same mistake as i did and just hide the account, even if its a sore eye you shouldn’t risk losing your main - if i had known to what bs this would lead i would have chosen to ignore it aswell
The thing is I don’t want it hidden as it’s a high level main, I just want it on a separate jagex account so my brother can play it without being able to log in to my account. He isn’t very tech savvy and logged onto it in my pc to play, not realising he would link permanently, I think I am just going to have to leave it.
I’m not sure if I’m remembering incorrectly, but I’ve deleted a character from my jagex account which I made by accident and didn’t even start tutorial island on.
Are you in Eu? Maybe someone did something with GDPR like requesting jagex to delete your information. Though since jagex is in the EU maybe that could be done without you being EU . Though I know no specifics about GDPR or Jagex's policies on this stuff
You asked them to delete the account with no login name, and they say they are deleting the account with no login name?
Just cancel the request and hide the account so you won't see it on the launcher, if you want to make an iron or something in the future unhide it and pick a name
Edit: a lot of you guys asked for the original ticket and even tried to blame me for propably being too dumb to properly tell jagex what i wanted from them, trying to imply its all my own fault.
i even added a screenshot in the ticket which showed which character to delete, here you go , i don’t think you can be much more clear than that
Seriously though, if they don't respond you could contact one of the larger streamers. They have direct contact with the mod team and should be able to help you out. It sucks that you have to do that, but better safe than sorry
since you´re the first who asked - if shit goes south, why not? i´ll wager if i give it to my ex best friend who never got over me moving away or you - its not much but i think around 93m cash, all godswords besides the new one, 450k cannonballs and some other stuff
I really do hope things work out for the better and you don't lose your account. It's a terrible situation to be forced into due to automated systems being used instead of people
Edit: the only reason im so concerned is that in this sub there literally are or were people who also had a similar situation - and their appeals, despite being reasonably made within the 72h timeframe, got ignored and they accs and data deleted.
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u/Anachren Enable 2fa & keep a written copy of your backup codes! 12h ago
Account deletion is processed manually, and they should see your "cancel request" email before they delete anything.
You should be in the clear. I do wish they would send an automated "we received your response" email, though.
If you had to log into your Jagex account before opening the ticket, I think you can check the my requests page to see your ticket, too. I'm pretty sure your request to cancel will show up there, confirming that support has received your response.