Submit an account recovery appeal

If you're trying to recover a Jagex account, please head to our Jagex account recovery article on the Jagex Support Centre.

There are some situations where access to your account has been lost and trying to submit a password reset isn't resulting in any success, including:

• A hijacker has changed the registered e-mail
• You've forgotten or lost access to the registered e-mail
• Your e-mail provider is unable to receive our password reset e-mails
• You can change the password, but have an active authenticator you can't remove

When this happens, we can manually update your registered e-mail so you can receive a password reset. In order to do this, we have to be certain that we're only assisting the creator of the account, so we will need you to submit a recovery appeal to allow us to verify you as the account's creator.

How to submit a recovery appeal

1. Head to Account Recovery.

    

2. 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.

      

3. If you do not receive a password reset at this point, click "Contact Jagex Support" to be taken to the appeal form.
   
   • Depending on the status of your account, you might be taken straight to the appeal form and skip this step.

      

4. Fill in the form with as much information as you can remember.
   • When asked for your e-mail, make sure to enter the new e-mail you want registered.

      

5. Once submitted, you should receive an outcome e-mail within 24 hours to the e-mail address you requested to register.

My appeals are being denied

We follow strict criteria to ensure that we are only assisting genuine account creators, so if your appeal has been denied, it means we haven't been able to verify you as the account creator and you will need to try again. We know this can be frustrating but it's all in the interests of keeping everyone's accounts safe.

We have some further information available on how to strengthen your appeals in our Account recovery denied support article.

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 never received an e-mail informing me of the outcome

If you have not received an outcome e-mail after 24 hours, it is likely that you have entered the wrong e-mail address during step 4. You'll need to submit a new appeal, and make sure:

• You are not mistakenly entering an old, inaccessible e-mail address
• There are no typos in the e-mail address