Jagex will suspend or ban accounts for violations of our in-game and forum rules. If you receive a message that your account has been involved in serious rule breaking, check your Account Management page and select Account Status for more detail about the violation and when this might be lifted.
If your account has been temporarily or permanently banned for any of the following, we have deemed it serious enough to remove the account from RuneScape for the duration of the ban:
- Macro use (botting)
- Gold farming
- Account hijacking
- Real world trading
- Bug abuse
- Manual permanent ban (fraud, community safety, staff investigation)
We do not process appeals, tickets or emails about any of the ban types mentioned above. We will not debate these types of bans on our forums, social media or through any other method of communication.
For the most common answers to frequently asked questions, please see the information below:
I was hijacked
I just bought membership/I want a refund
Why can't I appeal?
My brother/cousin/best friend/pet did it
I want to see the evidence/You don't have any evidence
You didn't respond to my appeal
You've not investigated enough
I have evidence that I wasn't using a bot when I was banned
I was mistaken for a bot
I didn't break the rules intentionally/I didn't know I'd get banned
I was just using another client
A permanent ban is a bit harsh/It's not fair/I deserve a second chance
Banned Account Reinstatement/Roll Backs
Before we apply any ban we make reasonable checks to ensure that the account is not hijacked.
Please note that we do not deem an account hijacked if you have willingly allowed someone to access your account or if you have tried to disguise your access to the account because you intended to cheat and planned to claim that your account was hijacked in the event of being 'caught'.
Ultimately the burden of responsibility is with the account owner to ensure the account is kept secure at all times.
We provide a number of tools and tips to help keep a secure account, and as such claims of hijacking are considered a weak defence against bans as account owners have agreed to keep their accounts secure. Further details of the account user's agreement to ensure they keep the account secure can be found in Section 7 of our Terms & Conditions.
If an account has recurring membership at the time of a ban, the recurring agreement will be automatically cancelled and the bill payer will not be re-billed again for that account.
You do not need to contact us or make any adjustment to the banned account settings to stop future recurring membership payments being taken.
We do not offer refunds for unused membership on accounts that have been banned from a Jagex Product for violating our terms and conditions, any rules of a Jagex Product or the user content policy.
We ban any player we catch using a macro program so it's inevitable that some players may have subscribed just before they were banned. Further details regarding our refunds policy can be found here.
It's not currently possible to appeal bans. We did offer appeals in the past but we found that of the 1.4 million bans applied every year, almost every single one was correct - processing those appeals took a lot of time and resource with very little benefit. That said we know players would like an option to appeal, so we're looking to bring back ban appeals again in some form but we don't have a firm timescale on that yet. The initial plan is to make appeals available for members and we hope to have something available by early 2017. In the meantime we are double checking all macro bans to see if an account was hijacked at the time of the ban, with a focus on the most recently applied bans. We'll continue to do this until we have a permanent solution to appeal bans in place.
We receive a significant number of appeals daily, claiming someone else was responsible for the offence. In these situations, there is no evidence to support this claim, so we're unable to remove the ban from the account.
For some offences, we won't divulge any evidence we may hold, as doing so may compromise our detection methods. We can't say it's an ideal situation but we believe it's the right thing to do.
Please remember we ban member accounts as well as free accounts which has a commercial impact on our business. There is absolutely no benefit to us banning an account unless there is clear evidence that an offence has taken place.
We do not add offences to accounts unless we are 100% certain in our decision and as such, we will not respond to email, tickets, appeals or any other contact regarding bans.
We do not remove innocent players from our game, as there is no benefit to us in doing so. We thoroughly investigate both the offence as well as the status of the account at the time of the offence, so if an account has been banned, it is because an offence was committed and there is no evidence that the account was hijacked at the time.
The date an account is banned for an offence is not necessarily the date the offence occurred, as it may take some time to compile the evidence we have obtained.
We also apply bans at varying dates and times so we don't tip off developers of cheating tools to 'learn' what has triggered any ban.
We're fully aware that players may log in for an extended period of time and play without speaking, as they just want to play undisturbed. Please be assured that we don't ban accounts based on login time alone, or their decision not to chat to other players. We only ban accounts when we have evidence that a macro program has been used on the account.
Jagex has always operated a zero tolerance policy with regards to 3rd party programs.
The duration of a ban is dependent on the severity of the offence. If an account has been permanently banned, it is because we feel that this is the correct punishment. We appreciate the account owner may not agree, but our decision is final.
All players who have been banned for macro use receive a second chance as we allow them to create a new account and start afresh. As long as they resist the temptation to use a macro program, they have no reason to fear their account being banned for macro use.
Banned account reinstatement & roll backs were used for a short period of time as an alternative to permanent macro bans. These were offered with the best of intentions, so that players could learn from their mistakes, but the truth is that they just didn't work.
As such, the decision was made to no longer offer these options and instead revert to bans, as this was the only punishment which proved effective.
There are currently no other alternative methods of punishment for accounts banned due to macro use.