Lost Items

 

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  • I lost my items due to a scam

    We are only able to return items as a result of having experienced a technical issue or service disruption which caused items or wealth to be lost. If you have lost items as a result of being scammed, we are unable to return any items that were lost.


    See our scamming prevention guide to ensure you don't fall prey to a scam again


    Whilst we are unable to return your items or reply directly to your report, we do want to find out more about your issue and take action against those responsible.

     

    Report incident to Jagex


    The reason for our current policy comes down to a number of factors.

     

    1. We trialled a lost item restoration service some time back, but it became apparent our tools were not designed to be used in this way and the whole system was unsustainable.

     

    2. We received a high volume of false item claims in an attempt to profit and misuse the system, which severely slowed down the process. It requires detailed, time intensive investigations using tools which aren't up for the job.

     

    3. We offer a variety of advanced security features, which when enabled make it extremely difficult for your account to be taken over. For more information see the Security section of our Knowledge Base.

     

    4. We take account security extremely seriously, and studies suggest that if we were to offer an item return policy for items lost due to account hijacking, we would see an increase in these cases and it would become more common.

     

    We're constantly looking at ways to improve our security features, as well as educate players about them in the first instance. We value all of our players, including those who have remained loyal to RuneScape for years - the intention of this policy isn't to cast doubt onto that commitment.


    We'd much rather invest the time and resources to provide the features, tools and advice to prevent scamming happening in the first place, than try and deal with the fall out and chasing after the harm has been done. Prevention truly is better than the cure in this case.

  • I lost my items due to a hijacker

    We are only able to return items as a result of having experienced a technical issue or service disruption which caused items or wealth to be lost. If you have lost items as a result of a third-party gaining access to your account, we are unable to return any items lost.

     

    It's vital that individuals take steps to secure their online information as it's impossible for us to safeguard your personal information. We provide the security measures you need to protect your accounts, such as a password, authenticator, registered email and bank PIN, but if your personal details and password are known by a third party, there is a chance they will be able to access your account. For this reason we urge players to use all of the tools we provide, and to take all measures to secure their information.

     

    Be sure to follow these guides to help keep your account and information secure:

     

    Whilst we are unable to return your items or reply directly to your report, we do want to find out more about your issue and take action against those responsible.

     

    Report incident to Jagex

     

    The reason for our current policy comes down to a number of factors.

     

    1. We trialled a lost item restoration service some time back, but it became apparent our tools were not designed to be used in this way and the whole system was unsustainable.

     

    2. We received a high volume of false item claims in an attempt to profit and misuse the system, which severely slowed down the process. It requires detailed, time intensive investigations using tools which aren't up for the job.

     

    3. We offer a variety of advanced security features, which when enabled make it extremely difficult for your account to be taken over. For more information see the Security section of our Knowledge Base.

     

    4. We take account security extremely seriously, and studies suggest that if we were to offer an item return policy for items lost due to account hijacking, we would see an increase in these cases and it would become more common.

     

    We're constantly looking at ways to improve our security features, as well as educate players about them in the first instance. We value all of our players, including those who have remained loyal to RuneScape for years - the intention of this policy isn't to cast doubt onto that commitment.

     

    We'd much rather invest the time and resources to provide the features, tools and advice to prevent scamming happening in the first place, than try and deal with the fall out and chasing after the harm has been done. Prevention truly is better than the cure in this case.

  • I lost my items due to a technical issue or bug

    Please note:

    1. This service is only available if you have lost your items due to a confirmed in-game bug or server issue.
    2. If you didn't lose your items due to a bug or technical issue, please select a different option above.
    3. We are unable to return items on Old School RuneScape due to technical limitations - even if they were lost due to a bug or connection issue.

    Before submitting a claim please consider the following:

    • You must report any lost items within 48 hours, outside of service disruption
    • We will only return items if we are able to 100% verify they were lost from data held on our systems
    • Non-bankable items such as XP lamps and warband supplies can not be returned
    • Screenshots do not count as proof

    The team who process these claims are unable to return items lost due to an in game scam, phishing attempt or hijack. Whilst we are unable to return your items or reply directly to your report, we do want to find out more about your issue and take action against those responsible.

     

    Report incident to Jagex

     

    If you believe you have encountered an in game bug, please make sure you report it to us using the in game bug report system. Our dedicated QA team will then investigate the report.

     

    Decisions made by our team are taken after a considerable amount of care & attention and are therefore final.


    You are about to submit a lost items claim. Please do not misuse this service.

    Please answer the following questions when completing your lost items claim. Claims which do not contain the following information may be delayed. Knowingly submitting false claims may result in your account being permanently banned.

     

    1. Which world did you experience the issue?
    2. Which location in-game were you?
    3. The exact date and time the incident occurred, along with your timezone. (Try to include game-time).
    4. Which items did you lose as a result of the issue?
    5. Which in-game items you were using at the time? What activity you were performing in-game?
    6. Please describe the chain of events that happened that caused the loss.
    7. Any screenshots (whilst these don't count as proof, they do help us understand what happened!)

    Submit claim

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