If you've forgotten the password to a Jagex account, please head to our Reset password | Jagex Account article.
We all forget our passwords from time to time, but not to worry, our recovery system makes it easy for you to reset your password through your account's registered e-mail.
How to request a password reset
- Head to Account Recovery.
- Enter the account's login username or e-mail (not the in-game display name) and press "Recover".
- This is the same name/e-mail you use to log into the game.
- Accounts created prior to November 2010 will have a login username. Accounts created after November 2010 will have a login e-mail.
- If you can't remember the login username/e-mail, please head to our Forgotten login support article.
- A password reset link will be sent to the account's registered e-mail.
I'm taken straight to the appeal form after clicking "Recover"
This means your account does not currently have an active registered e-mail so there's nowhere for us to send the password reset. In order to change the password, you'll need to submit a full recovery appeal to allow us to add a new registered e-mail to the account.
I'm told that my account can't be found
You can find more information on this error message on the Unable to submit an account recovery support article.
I'm told to check my mail, but don't receive the password reset e-mail
In times of extreme demand, there can be a slight delay in a password reset being sent, so we would first advise you to wait up to 30 minutes for this to arrive. If you don't receive it after this time, this may be for one of several reasons.
You're checking the wrong e-mail inbox
- The registered e-mail might be something different to what you think it is - you should check all potential e-mail inboxes that you might have used.
The e-mail is being sent but not received by your e-mail provider
- You should follow the guidance on our Not receiving emails support article as the password reset may be getting filtered into your spam folder, or redirected due to any inbox rules that have been set up.
A hijacker has changed the registered e-mail
- If a hijacker has accessed the account and changed the e-mail, any attempts to change the password will be sent to the registered e-mail the hijacker has set up on the account.
If you still can't receive the password reset e-mail from the above advice, you will need to click "Contact Jagex Support" on the "Check your mail" screen in order to submit a full recovery appeal to change the registered e-mail.
I don't recognise the character name in the password reset e-mail
If the password reset e-mail shows a different character name than you were expecting, there's a few potential reasons why.
You previously changed your character name and forgot
- You can proceed with the password reset as normal.
The character name was changed by a hijacker
- You can proceed with the password reset as normal, but will need to read our Character names support article for more information on changing your name back.
The character name was changed by Jagex
- If an account has been inactive for a long time, or if it had a name that was deemed to be offensive, we may remove this name and apply a placeholder. In these cases, you can proceed as normal and will need to read our Character names support article for more information on setting a new name.
You used the login username/e-mail for a different account of yours
- Proceeding with the password reset won't recover the account you're intending to recover, so you should head to our Forgot Login page to try and remember the correct login username/e-mail to use.
I'm experiencing a technical issue when trying to reset my password
Try sending a new password reset using the same steps above to see if the issues are resolved with a new link. If you still have a problem, please try following the troubleshooting on our Website issue support article.