Jagex Customer Support: No Phone Number, RuneScape Account Recovery, Billing and Ban Appeals

Eric Strand

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Jagex customer support can help with RuneScape and Old School RuneScape account access, membership cancellation, refunds, unknown charges, offence appeals, missing purchases, lost items, Jagex Launcher problems and technical errors. Jagex does not provide telephone customer service for players. Use the official online Support Centre, contact form or available chat instead.

Be cautious with websites advertising a Jagex or RuneScape customer-service phone number. Jagex’s legal pages may display a UK company telephone number, but Jagex expressly states that the number does not provide technical or player support.

How to Contact Jagex Customer Support

Jagex Live Chat and Support Response Times

Jagex’s current Support Centre provides both live-agent chat and automated AI assistance.

  • Live-agent chat: Currently displayed as generally available from approximately 6 a.m. to 3 p.m. Pacific Time
  • AI chat: Available 24 hours a day
  • Support forms: Current average response estimate is approximately 48 hours

Actual availability can depend on the support topic, current demand and whether the player is signed in. Some account, billing and appeal forms may display only after the customer follows the relevant Help Centre article.

Does Jagex Have a Customer-Service Phone Number?

No. Jagex does not offer a player-support telephone number for RuneScape accounts, payments, membership, bans, lost items or technical problems.

Jagex’s legal imprint displays a UK telephone number for company-identification purposes, but the imprint specifically states that no technical or player support is provided through that number. Calling it will not recover an account, cancel a membership or appeal a ban.

Use only Jagex’s official Support Centre. Telephone numbers displayed in search results, online directories, social-media comments, Discord messages or video descriptions may belong to scammers.

Best Jagex Support Route by Issue

  • Forgotten Jagex Account password: Use Jagex Account password recovery.
  • Forgotten legacy RuneScape Account password: Use RuneScape Account Recovery.
  • Lost access to a legacy account email: Submit a full recovery appeal.
  • Lost access to a Jagex Account email: Try to recover the email account through the email provider and use authenticator backup codes when available.
  • Account may have been hacked: Secure the email and device, recover the account, end active sessions and remove unknown linked accounts.
  • Character was imported by a hijacker: Use the account-access support route immediately.
  • Membership cancellation: Manage the subscription through the platform where it was purchased.
  • Refund request: Use Jagex payment support and provide the transaction information.
  • Unknown charge: Review every account and recurring subscription, then contact payment support.
  • Apple or Google purchase: Review the applicable app-store purchase and refund process.
  • Steam subscription: Manage the subscription through Steam.
  • Missing membership, RuneCoins, Keys or purchase: Use the purchases and payment section.
  • Unpaid balance: Follow Jagex’s unpaid-balance support instructions.
  • Ban, mute or other offence: Submit an offence appeal.
  • Lost RuneScape items: Review the eligibility rules and submit a qualifying claim promptly.
  • Lost Old School RuneScape items: Review the limited OSRS restoration policy.
  • Launcher or RuneLite issue: Use Jagex Launcher or client troubleshooting.
  • Server interruption: Review current RuneScape or Old School news and maintenance notices.
  • Personal-data request: Use Jagex’s personal-data support form.
  • Permanent account disabling: Submit a personal-data deletion request.

Information to Have Before Contacting Jagex

For Account Access

  • Jagex Account login email or legacy RuneScape login
  • Character name
  • Approximate account-creation date
  • Previous display names
  • Country where the account was created
  • Internet provider used when the account was created
  • Previous passwords when requested securely
  • Membership-payment information
  • Transaction or subscription details
  • Whether the character was imported to a Jagex Account
  • Whether Google, Apple or Steam is linked
  • Last successful login date
  • Exact error message

For Billing or Membership

  • Character that received the purchase
  • Jagex Account email
  • Transaction date
  • Amount and currency
  • Payment method
  • Transaction or receipt number
  • Subscription type
  • Renewal date
  • Cancellation date
  • Whether the purchase was made through Jagex, Apple, Google or Steam
  • Whether the purchased content was used

For Technical Problems

  • RuneScape, Old School RuneScape or Dragonwilds
  • Jagex Launcher, official client, RuneLite or mobile app
  • Operating system
  • Device model
  • Error code
  • Date and time of the problem
  • Whether a VPN or proxy is active
  • Whether another game world works
  • Recent software or driver changes
  • Screenshot with personal information removed

Do not post passwords, login emails, authenticator codes, backup codes, recovery answers, payment details or transaction information in a public review.

What Is Jagex?

Jagex Limited is a British video game developer and publisher based in Cambridge, England. It is best known for the RuneScape franchise.

Current Jagex games and services include:

  • RuneScape
  • Old School RuneScape
  • RuneScape: Dragonwilds
  • Jagex Accounts
  • Jagex Launcher
  • RuneScape membership
  • Bonds
  • RuneCoins
  • Treasure Hunter Keys
  • Marketplace and Solomon’s Store content

Support routes can differ by game, account type, purchase platform and payment method.

Jagex Account vs. RuneScape Account

A Jagex Account is the newer login system. It can contain up to 20 RuneScape characters under one account and provides stronger account-security features.

Jagex Account Features

  • One login for multiple characters
  • Longer and stronger passwords
  • Mandatory two-factor authentication
  • Email login notifications
  • Authenticator-app support
  • Backup codes
  • Active-session management
  • Access through the Jagex Launcher and supported mobile apps

Legacy RuneScape Account

A legacy RuneScape Account uses the older login system. Accounts created before November 2010 may use a login username, while newer legacy accounts normally use a login email.

The recovery process for a legacy RuneScape Account is different from the recovery process for a Jagex Account.

Can I Remove a Character From a Jagex Account?

No. Once a RuneScape character has been imported into a Jagex Account, Jagex currently does not allow the player to:

  • Remove the character from the Jagex Account
  • Return to the old login username or email
  • Move the character to another Jagex Account
  • Merge two Jagex Accounts

A character can be hidden from the Launcher, but hiding it does not remove or transfer it.

Confirm that the correct character and Jagex Account are being used before completing an import.

Forgotten Jagex Account Password

  1. Open the official Jagex Account login page.
  2. Select the password-reset option.
  3. Enter the Jagex Account login email.
  4. Check the email inbox and spam folder.
  5. Use the newest password-reset message.
  6. Create a unique password.
  7. Review active sessions after signing in.

Secure the connected email account first if another person may have accessed it.

Lost Access to a Jagex Account Email

The login email is a critical part of Jagex Account security. Jagex currently states that it will not disclose the login email or manually change it when the player cannot access or remember it.

Try:

  • Recovering the email account through the email provider
  • Checking all possible inboxes for Jagex verification messages
  • Trying previous email addresses
  • Checking for plus addressing, such as name+game@example.com
  • Checking alternate domains used by the same provider
  • Using an authenticator backup code
  • Reviewing saved passwords in a secure password manager

Because the rules are strict, losing the email account and all backup codes can result in permanent loss of access.

Legacy RuneScape Account Recovery Appeal

A legacy RuneScape Account may qualify for a manual recovery appeal when:

  • The registered email was changed by a hijacker.
  • The player cannot access the registered email.
  • Password-reset messages are not arriving.
  • An authenticator cannot be removed.
  • The account has no active registered email.
  1. Open RuneScape Account Recovery.
  2. Enter the login username or login email, not the current display name.
  3. Select Recover.
  4. Use Contact Jagex Support if the password reset cannot be received.
  5. Provide as much original account information as possible.
  6. Enter a secure new email address.
  7. Monitor that email for the recovery decision.

Jagex generally sends the outcome within approximately 24 hours. A denied appeal means the information did not sufficiently establish that the requester created the account.

Jagex Account May Have Been Hacked

  1. Secure the email account.
  2. Change the email password.
  3. Enable two-factor authentication on the email.
  4. Scan the computer or mobile device for malware.
  5. Reset the Jagex Account password.
  6. End all active Jagex Account sessions.
  7. Remove unknown Google, Apple or Steam links.
  8. Review characters and account changes.
  9. Check membership and purchase history.
  10. Contact Jagex through the correct support route.

Changing only the Jagex password may not remove a hijacker who has connected a third-party login or retained an active session.

Jagex Two-Factor Authentication and Backup Codes

Two-factor authentication is required for Jagex Accounts. Verification is normally completed through email or a supported authenticator app.

After enabling an authenticator app:

  • Save the backup codes securely.
  • Do not store the only copy on the same phone.
  • Do not send backup codes through Discord or social media.
  • Do not share a code with anyone claiming to work for Jagex.
  • Regenerate codes if they may have been exposed.

Jagex staff will never ask for the account password.

How to End All Jagex Account Sessions

  1. Sign in to Jagex Account Management.
  2. Scroll to Active Sessions.
  3. Select End All Sessions.
  4. Change the password.
  5. Review linked accounts.

This can remove access from a shared device or an unauthorized session.

How to Cancel RuneScape Membership

The cancellation route depends on where the membership was purchased.

Membership Purchased Through Jagex

  1. Sign in to Jagex Account Management.
  2. Open Subscriptions.
  3. Select Manage beside the applicable character.
  4. Stop automatic renewal.
  5. Save the confirmation.

Legacy RuneScape Account

  1. Open Account Settings.
  2. Select the RuneScape Account login option.
  3. Sign in with the login username or email.
  4. Open membership management.
  5. Cancel the recurring subscription.

Steam, Apple or Google Purchase

Manage the subscription through the same platform used to purchase it. Removing the game or Jagex Launcher does not cancel a recurring membership.

Cancel more than 72 hours before renewal when possible. A cancellation submitted closer to expiration may not stop the next payment.

What Happens After Canceling RuneScape Membership?

Canceling normally stops future automatic renewal. Membership usually remains active until the end of the already-paid period.

Cancellation does not:

  • Delete the Jagex Account
  • Delete the character
  • Automatically refund the current membership
  • Cancel a subscription purchased through a different platform
  • Reverse a completed charge

Check every character and payment platform when more than one membership may be active.

Jagex Refund Requests

Jagex reviews certain refund requests for purchases made directly through Jagex within the previous six months.

A request is more likely to qualify when:

  • The membership or item is unused.
  • The transaction was duplicated.
  • The wrong character received the purchase.
  • A confirmed cancellation did not stop a charge.
  • The purchase was unauthorized.
  • A payment error caused multiple transactions.

Refunds are reviewed individually and are not guaranteed. Statutory consumer rights may still apply.

Unknown Jagex Charge

An unfamiliar Jagex transaction may involve:

  • A forgotten recurring RuneScape membership
  • Membership for another character
  • A family member’s account
  • RuneCoins
  • Treasure Hunter Keys
  • Bonds
  • Marketplace content
  • A Steam, Apple or Google purchase
  • A delayed or duplicate payment
  • An unauthorized transaction
  1. Review all Jagex Accounts and characters.
  2. Check subscription management.
  3. Search email for receipts.
  4. Check Apple, Google and Steam purchase histories.
  5. Contact Jagex payment support.
  6. Secure the account if fraud is suspected.
  7. Contact the payment provider promptly when the transaction remains unauthorized.

Payment Failed but the Amount Is Pending

A failed Jagex payment may still appear as a pending or preauthorized amount. Jagex says a bank or card issuer can take up to five working days to release the authorization.

Before trying again:

  • Confirm whether the payment completed.
  • Check the Jagex message centre.
  • Review the bank’s transaction status.
  • Check available funds.
  • Confirm the billing information.
  • Wait before repeatedly submitting the purchase.

Jagex Unpaid Balance

An unpaid balance can result from a reversed, disputed or unsuccessful payment.

If unauthorized access caused the transaction:

  1. Recover and secure the account.
  2. Change the email and Jagex passwords.
  3. End active sessions.
  4. Contact Jagex payment support.
  5. Provide the disputed transaction information.

Players using Steam may need to open RuneScape or Old School RuneScape through Steam to clear an eligible Steam-related unpaid balance.

Membership or Purchase Applied to the Wrong Character

Jagex may consider transferring certain unused purchases when:

  • The purchase was made within the previous six months.
  • The content remains unused.
  • The complete transaction can be transferred.
  • The destination character is eligible.
  • The original account is not permanently banned.

Jagex does not transfer purchases made through Apple or Google. Bonds use a separate support process.

Missing Bonds, RuneCoins or In-Game Purchases

Before contacting support:

  • Confirm the correct character was selected.
  • Check RuneScape and Old School RuneScape.
  • Open the Bonds pouch where applicable.
  • Review the payment receipt.
  • Allow time for processing.
  • Check whether Apple, Google or Steam processed the transaction.
  • Record the transaction number.

Do not make several replacement purchases until the first transaction has been investigated.

Apple and Google Mobile Purchase Problems

Purchases made through a mobile app can involve both Jagex and the app-store provider.

For a missing Google Play purchase, Jagex advises opening the in-game store and waiting for the purchase prompt. If the item remains missing after the platform’s stated processing period, contact the applicable payment provider.

Use:

  • Apple for App Store billing and refund processing
  • Google for Google Play billing and refund processing
  • Jagex for character-level delivery and game-account questions

How to Appeal a RuneScape Ban, Mute or Offence

Jagex currently allows up to two appeals for an eligible offence.

  1. Open the official Appeal an Offence page.
  2. Sign in when requested.
  3. Select the offence.
  4. Explain why the decision may be incorrect.
  5. Submit the first appeal.
  6. Review the emailed decision and reasoning.
  7. Submit a second appeal if eligible and still disputed.

The first two appeals are manually reviewed. If both are denied, Jagex treats the case as closed.

Opening another account or repeatedly submitting unrelated tickets does not create additional appeal rights.

Account Was Banned After Being Hacked

Use the offence appeal process and explain that the account may have been under unauthorized control.

Include:

  • Approximate date access was lost
  • Account-recovery date
  • Security emails
  • Unknown linked accounts
  • Unfamiliar activity
  • Steps taken to secure the account

Jagex will decide whether the offence should remain. Recovering the account does not automatically remove a ban.

Lost RuneScape Items

Jagex may consider restoring RuneScape items in limited circumstances involving:

  • Widespread service disruptions
  • Confirmed Jagex-recognized bugs
  • Certain verified staff errors

Eligible RuneScape claims should generally be submitted within 48 hours so Jagex can investigate the event.

Jagex generally does not restore items lost because of:

  • Account hijacking
  • Player scams
  • Unverified claims
  • Ordinary gameplay decisions
  • Fraudulent submissions

Old School RuneScape Lost Items

Old School RuneScape does not offer a general lost-item restoration service.

Limited restoration may occur when Jagex confirms:

  • A news-post-verified exploit
  • Human error by Jagex staff
  • A qualifying Group Ironman storage malfunction

Jagex often identifies widespread eligible incidents automatically and may publish a make-good announcement.

Jagex Launcher Will Not Open

  1. Restart the computer.
  2. Update the operating system.
  3. Update graphics drivers.
  4. Run the Launcher as instructed for the operating system.
  5. Temporarily disable a VPN or proxy.
  6. Check firewall and antivirus settings.
  7. Confirm the correct Jagex Account is being used.
  8. Reinstall the official Launcher when appropriate.
  9. Check current maintenance notices.
  10. Contact Jagex with the exact error.

Download the Launcher only from Jagex or RuneScape’s official website.

Can I Use RuneLite With a Jagex Account?

Yes. RuneLite can be accessed through the Jagex Launcher.

Jagex Accounts generally require supported clients launched through the Jagex Launcher or supported mobile apps. Unapproved third-party clients can create security or account-rule risks.

RuneScape Connection, Lag or Login Problems

Common causes include:

  • Server maintenance
  • Local internet interruption
  • VPN or proxy use
  • Wireless instability
  • DNS problems
  • Firewall or antivirus interference
  • Outdated drivers
  • Overloaded game world
  • Account restriction

Jagex advises players experiencing connection problems to disable VPNs, proxies and hosting services as a troubleshooting step.

Check for RuneScape Maintenance or Server Problems

Before changing passwords or reinstalling the game:

  • Check RuneScape news.
  • Check Old School RuneScape news and status information.
  • Review the Jagex maintenance archive.
  • Try another game world.
  • Check whether other players are affected.

If a widespread interruption is in progress, waiting for Jagex to restore service may be the correct action.

How to Delete or Permanently Disable a Jagex Account

Jagex handles permanent account disabling through its personal-data deletion process.

If the request covers a Jagex Account:

  • The Jagex Account will be permanently disabled.
  • All linked characters will be affected.
  • Access to purchases and game progress can be lost.
  • The action should be treated as permanent.

Jagex aims to complete most data-deletion requests within 30 days, although complex requests may take up to 90 days.

Jagex Privacy and Data Requests

Jagex provides forms to:

  • Request a copy of personal data
  • Correct personal data
  • Delete personal data
  • Restrict certain processing
  • Withdraw marketing consent
  • Submit a data-protection complaint

General data-protection inquiries can be directed to dpo@jagex.com. This address is not the ordinary route for membership, technical or account-recovery support.

Jagex Account and Support Scams

RuneScape accounts and in-game wealth are frequent targets for phishing and fake-support scams.

Warning signs include:

  • A website advertising a Jagex support phone number
  • A Discord user claiming to be Jagex staff
  • A request for the account password
  • A request for an authenticator or backup code
  • A request to screen-share account settings
  • A fake ban-appeal link
  • A fake RuneScape forum or giveaway
  • A request to transfer items for verification
  • A promise to recover items or remove a ban for payment
  • A request for gift cards, cryptocurrency or bank transfer
  • A fake Jagex Launcher download
  • A request to install remote-access software

Real Jagex staff will never ask for the account password.

What to Do After a RuneScape Phishing or Hijacking Incident

  1. Stop communicating with the suspicious person.
  2. Secure the email account.
  3. Change the Jagex password.
  4. Enable email two-factor authentication.
  5. End all active Jagex sessions.
  6. Remove unknown linked accounts.
  7. Scan the device for malware.
  8. Review payment and subscription activity.
  9. Recover the legacy account or Jagex Account through the official route.
  10. Contact the bank or payment provider if money was taken.

How to Escalate a Jagex Complaint

  1. Use the correct Support Centre category.
  2. Submit one clear support request.
  3. Save the ticket number and confirmation.
  4. Provide the account, payment, offence or technical information requested.
  5. Reply within the same case when possible.
  6. Ask for a written explanation of the decision.
  7. Use the second offence appeal when eligible.
  8. Keep receipts, screenshots and prior responses.
  9. Submit a written complaint only after ordinary support has been attempted.

Jagex’s terms state that an unresolved written complaint can be sent to its registered office and marked for the attention of the Customer Support Complaints Team.

The written complaint should include:

  • Full name
  • Character or username
  • Email address
  • Complete description of the complaint
  • Previous Jagex response
  • Why the player disagrees
  • Requested resolution

A review posted on CustomerServiceNumbers.com does not contact Jagex or open a support ticket.

Jagex Customer Support Reviews and Complaints

CustomerServiceNumbers.com currently has no published Jagex customer-service reviews and no established rating trend.

The previous version of this page included generalized statements about players praising RuneScape’s longevity and complaining about account recovery, billing and support response. Those statements were not supported by reviews published on this page.

New reviews can help readers understand current experiences involving:

  • Jagex Account recovery
  • Legacy RuneScape Account recovery
  • Membership cancellation
  • Refund requests
  • Unknown charges
  • Purchase transfers
  • Offence appeals
  • Lost-item claims
  • Jagex Launcher problems
  • Support response times

Reviews should identify the game, account type, support route used, approximate response time and whether the issue was resolved.

Frequently Asked Questions About Jagex Support

What is the Jagex customer-service phone number?

Jagex does not provide a telephone number for player, account, billing or technical support. Use the official online Support Centre.

Can I call the telephone number on Jagex’s legal imprint?

The legal imprint states that its listed telephone number does not provide technical or player support.

Does Jagex offer live chat?

Yes. Jagex’s current support pages provide AI chat around the clock and display live-agent availability during stated hours, currently generally around 6 a.m.–3 p.m. Pacific Time.

How long does Jagex support take to respond?

The current support form displays an average response estimate of approximately 48 hours. Legacy account-recovery appeal outcomes are generally sent within about 24 hours.

How do I recover a Jagex Account?

Use Jagex Account password recovery, access the connected email and use authenticator backup codes when available.

Can Jagex change my Jagex Account login email if I lost access?

Jagex states that it cannot disclose or manually modify an inaccessible or forgotten Jagex Account login email for security reasons.

How do I recover an old RuneScape Account?

Use RuneScape Account Recovery. If the password-reset email cannot be received, select Contact Jagex Support and complete the full recovery appeal.

Can I remove a character from a Jagex Account?

No. Imported characters cannot currently be removed, transferred to another Jagex Account or returned to the former login.

How do I cancel RuneScape membership?

Manage the subscription through Jagex Account Management or the platform where it was purchased, such as Steam, Apple or Google.

Can Jagex refund membership?

Jagex reviews certain direct purchases from the previous six months, particularly unused purchases, but refunds are not guaranteed.

Why did Jagex charge me after I canceled?

A cancellation completed less than 72 hours before renewal may not stop the charge. Submit a refund request with the cancellation confirmation.

How do I appeal a RuneScape ban?

Use the official offence appeal page. Eligible offences currently receive up to two manual appeals.

Will Jagex restore hacked or scammed items?

Generally no. Lost-item restoration is limited and usually does not cover items lost through scams or account hijacking.

Can RuneScape membership be used in Old School RuneScape?

Membership purchased for a character applies to both RuneScape and Old School RuneScape for that same character.

Where is Jagex headquartered?

Jagex Limited is based at 220 Science Park, Cambridge, CB4 0WA, United Kingdom.

Related Gaming and Account Customer Service Pages

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share support experiences since 2004. We independently organize official support routes, account-recovery information, subscription guidance, billing help, appeal procedures and scam warnings.

We are not owned by Jagex, RuneScape, Old School RuneScape, CVC Capital Partners, Haveli Investments, Steam, Apple, Google or another gaming or payment company.

Share Your Jagex Customer Support Experience

Have you contacted Jagex about a RuneScape account, Jagex Account, membership cancellation, refund, unknown charge, hacked character, ban appeal, lost item or Launcher problem? Leave a factual review below and explain the game, account type, support route, response time and whether the problem was resolved.

Comments are moderated. Do not include a login email, account username, password, authenticator code, backup code, transaction number, payment information, recovery answers, support attachment, private correspondence or personal information about a Jagex employee.

Page Update Note

This Jagex customer-support page was reviewed and updated on July 16, 2026. The update confirmed that Jagex does not offer player support by telephone, added current live chat and support-form information, separated Jagex Accounts from legacy RuneScape Accounts, added membership, refund, appeal, lost-item and Launcher guidance and removed unsupported review claims.

Last Updated: July 16, 2026

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with Jagex Limited, RuneScape, Old School RuneScape, RuneScape: Dragonwilds, CVC Capital Partners, Haveli Investments, Steam, Apple, Google or another gaming or payment company. Jagex does not provide support through this website.

Support routes, chat hours, response estimates, membership terms, refund rules, account-recovery procedures, offence appeals, game policies and technical requirements can change. Review the current Jagex and RuneScape support pages and the terms applicable to the account and purchase.

This page cannot recover an account, cancel membership, issue a refund, restore items, remove a ban, transfer a character, retrieve a login email or access a Jagex support case. It is not legal, financial, cybersecurity, gaming-account or payment-dispute advice.

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