Restoration FAQ

Game Version:

 

Frequently Reported Issues

 

I keep getting kicked out after I log in

  • This is a known issue that affects a very small number of accounts that have already been restored
  • Once you've ruled out any connection issues, please submit a ticket so we can double-check your account

 

What is my compensation package?

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  • Impacted accounts will receive the in-game goodwill bundle as well as a free month of Double Daily Keys to help make up those gains that were missed from not being able to log in
  • Some more complex cases have had to wait an additional month to get back into game. As outlined in this newspost any accounts restored on April 28th or May 6th will receive extra Returned gifts to recognise this extended time away from Gielinor

 

 What’s the Guardian’s Gift and where can I find it?

Following discussions with our amazing community, we've crafted The Guardian's Gift which comes in a variety of different flavours inspired by the feedback you provided!

The Guardian's Gift will appear in your backpack on your next log-in as long as your account is eligible and there's space in your backpack.

Eligible accounts meet the following conditions:

  • Account created before April 5, 2021
  • You have not received a Wish before
  • You are not in Tutorial Island

Guardian's Gifts have the following charges: 

  • Players who were not locked out at all will get 100% charge
  • Players who were locked out for the expected amount of time will get 300% charge
  • Players who were locked out for an extended period of time (until April 28 or later) will get 400% charge

 

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Where is my additional membership? 

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  • If your account didn't have an active membership when the login lockout issue started, your account will not be eligible for the 1 month membership goodwill credit
  • Member accounts were credited 1 month of membership while the issue was ongoing to avoid being rebilled
  • These accounts should have 1 month of membership added as part of the goodwill bundle once their account is restored
  • The goodwill membership is added separately from the in-game bundle which can take up to 72 hours to appear after the account is restored
  • If after 72 hours, the membership still hasn't been added, please submit a ticket

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I'm missing perks on my augmented items 

  • Due to technical complexities, we're unable to restore perks for augmented items. As part of the restoration process, we've already returned components to your materials pouch to ensure you can re-create the perks you've lost
  • Materials currently owned can be viewed in your Invention pouch in the Backpack
  • If you find that you don't have enough materials to re-create the perks you've lost, simply let us know the materials you're missing by submitting a ticket and we'll investigate further to ensure this is resolved 
  • Please be sure to use the following format in your ticket:

 

My augmented item is missing XP

  • Due to system limitations, it's not possible for us to add XP to any items
  • Don't worry, though. You'll find some useful consumables in our compensation bundle that will help you get your XP back to its former glory

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Where are my items or GP from the Grand Exchange?

  • If the items are not appearing in your Grand Exchange Collection Box, then the items should be in your bank
  • If the GP is not appearing in the Grand Exchange Collection Box, then the GP should be in your currency pouch
  • If items or GP are not there, please submit a ticket using the following format and we can take a look at getting those items or GP back into your account

 

I'm missing animals in my player-owned farm

  • We expect most players to find any progress related to animals in pens and barns to have been set to their February 8th state. Breeding log completions are expected to be up to date
  • If you're missing any animals, please submit a ticket and we can look to getting this resolved for you but please note that we aren't able to return any traits that your animals may have had 
  • Please use the following format when submitting your ticket for any missing animals:

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Something's wrong with my player-owned port 

  • We are aware that this is still an ongoing issue and at present, we aren't able to return any crew members that were lost
  • Our product teams require more information from our players on what's missing and what's wrong with their player-owned ports to understand how to fix this. Please submit a ticket if you have an issue with your port and please provide as much detail as you can so we can pass this on to our product team. Please also note that because this is an ongoing issue, response times may vary

 

Why can't I redeem my bond?

We're aware that some players affected by the lockout might have issues redeeming bonds. If you've been impacted, please get in touch so we can help.

 

I am entering the correct authenticator code, why isn't it working?

If you receive this error message when logging in "You may have used incorrect login information, please try again" it might mean that your authenticator has become unsynced, try these steps to get your authenticator code to work again

 

I was an impacted Premier Club Member. How do I claim my promised discount?

  • Simply pick up the new Premier Club package via our website and you should see your discount appear in the basket
  • If you're purchasing with bonds, then please purchase this year's Premier Club for the standard cost of 20 bonds. We'll place 5 bonds onto your account the following week. There's no need to reach out to get your replacement bonds as part of this process
  • Qualifying players are those who were Premier Club members during the Login Lockout and couldn't log in to their account for several weeks

 

I purchased Premier Club before the discount was available

  • If you are a qualifying player who has purchased Premier Club before the discount went on sale, we have now added 5 bonds to your account as it isn't possible for us to offer partial refunds
  • For eligible users who contacted our support team about a full price Premier Club refund before 22 November 2021, you will not get these 5 bonds if you've already been able to re-purchase Premier Club at the discounted rate

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This isn't the end of all the known issues for restored accounts. So if you notice something about your account that just isn't right, please submit a ticket with as much detail as possible so we can pass this information to our engineering and product teams to investigate further.

 

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