Settle an Unpaid Balance
A charge back happens when a bank reverses a purchase made on your account, this results in your account being locked. Banks will only reverse a payment if it's considered to be fraudulent or unauthorised so we take charge backs very seriously.
If the charge back has occurred recently, the quickest way to regain access to your account is for the purchaser to reverse the charge back by contacting the bank or financial institution associated with the disputed payment.
We recommend this approach as it allows you to avoid any additional fees that would be incurred when clearing an unpaid balance, it also enables us to manage your payment should you want to claim a refund.
Clear an unpaid balance
If you are unable to reverse the charge back, please pay off the unpaid balance:
- Head to the payment basket
- Log in to the account that has the unpaid balance
- Select the shopping cart and 'continue to check out' to pay off the unpaid balance. Please ensure there are no other items in your basket when paying the unpaid balance.
Clear an unpaid balance on Steam
If you created your account through Steam you can also clear an unpaid balance using your Steam balance by clicking 'Play' on RuneScape or Old School RuneScape on Steam. Please ensure there are no other items in your basket when paying the unpaid balance.
Hijacker caused unpaid balance
If a third party accessed your account and made fraudulent payments that resulted in a charge back, first please secure and recover your account and then get in touch so we can help.
Response ETA: Up to 48 hours