Credit/Debit Cards: Common Issues
It's possible that your card has expired - check the EXP date on the front of the card.
If you are certain your card is active, it is possible that your card is not being accepted as you are trying to make a purchase on a brand new account. To resolve this, try the following:
- Wait at least 24 hours before trying again
- Try making a smaller purchase
- Ensure your details are being entered 100% correctly
We have a dedicated step by step guide on making successful credit/debit card purchases, which will help you ensure you next purchase attempt is successful.
If you have noticed that Jagex have not been able to bill you on the regular monthly billing cycle, please check out our dedicated guide on resolving payment issues on your recurring subscription.
Charged/double charged but have not received purchase?
It is likely that your purchase attempt failed.
When a payment has failed, your bank may reserve funds in advance for making the payment – please note that these could be displayed as 'processed' or 'pending' on your statement. Don't worry, funds for payments that were declined will be automatically returned - it can take up to 5 working days for your card issuer to return the payment. If you want to try to make the purchase again, you can do so via our purchase screen.
If you are certain that a number of purchases went through in full, but you did not receive the items/membership, please use the Contact Us at the bottom of this article and we will be more than happy to investigate further.
Subscription rebill failure
If you have an account with an active recurring membership agreement, but for some reason we have not been able to charge your Credit/Debit Card, please check out our dedicated 'How to resolve payment issues with an active agreement' article on what to do to resolve this matter.
I have a different issue that I cannot resolve?
If you have read both our guide on making successful credit/debit card purchases, as well as the other common Credit/Debit Card questions above, please use the Contact Us below and a Customer Service Specialist will try their best to help.