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Start by identifying whether you sign in with a Jagex Account or an older RuneScape account: the recovery steps are different. A Jagex Account uses its login email and password, while a legacy account uses its login username or email. Once you regain access, secure the connected email account, set up an authenticator where available, and review linked logins and active sessions.
Choose the recovery route for your account
Use the sign-in method you currently use, not your character’s display name. If you upgraded to a Jagex Account, its login email and password replaced the previous RuneScape login details for the characters you imported. Jagex’s “Can’t log in?” help page routes players to the appropriate sign-in and recovery options.
| Account type | Login detail | Typical recovery route | Authenticator recovery |
|---|---|---|---|
| Jagex Account | Jagex Account login email and password | Request a password reset at the login email | Use a saved backup code, or contact support if codes were the only sign-in method and are lost |
| Legacy RuneScape account | Login username for accounts created before November 2010; login email for accounts created later | Reset through the registered email, or submit an account recovery appeal if that does not work | Follow the legacy authenticator-disable or account recovery process |
Jagex describes separate procedures for these account types in its sign-in guidance, password-reset instructions, and account recovery guidance.
How do I recover my Jagex account?
If you know the login email but forgot the password
- Open the Jagex Account sign-in page and choose Forgot password.
- Enter the Jagex Account login email and check its inbox for the reset message. Look in spam or junk if it is missing.
- Use the reset link within one hour. If it has expired, request another link.
These are the steps and expiry period stated in Jagex’s password-reset instructions. If you cannot access the email account, recover that mailbox through its email provider before trying again.
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What if I forgot my login email?
Search the email accounts you can access for Jagex verification messages, and try addresses you previously used for RuneScape characters. The Jagex Account login email may not be the same as the email used for an older legacy account. Jagex says it cannot disclose or change the Jagex Account email in this situation; support cannot simply tell you which address is on the account. See Jagex’s password and email recovery guidance.
What if I lost my authenticator?
If your Jagex Account password works but you cannot use the authenticator, enter one of the backup codes you created in account management. Jagex issues ten codes; each works once and bypasses two-step verification, granting full account access. After signing in, set up an authentication method you can use and create replacement codes if needed. Store codes securely, separately from the device running the authenticator, and never share them. If backup codes were your only sign-in method and you have lost them, contact Jagex Support. See its Jagex Account two-step authentication guidance.
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Recover a legacy RuneScape account
Reset the password using the correct login name
Use the account’s login username or email, not its in-game display name. Jagex says accounts created before November 2010 use a login username; accounts created later use a login email. A standard password reset is sent to the registered email. Follow Jagex’s password-reset instructions.
Submit an account recovery appeal if the reset fails
Use the full account recovery appeal if the registered email has changed or is inaccessible, the reset email cannot be delivered, or an authenticator cannot be removed through the normal route. Provide as much accurate account information as you remember, along with the new email address requested for registration. Jagex says it should email the appeal outcome within 24 hours; that is its stated process expectation, not a guarantee of approval or a universal response-time promise. Start with Jagex’s account recovery page.
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Jagex may ask for existing recovery-question answers during a legacy recovery, but answers alone are not sufficient to recover an account. New recovery questions can no longer be set. Do not rely on them as your only recovery method; see the recovery questions guidance.
Resolve legacy authenticator problems
If you can access the registered email, follow Jagex’s legacy authenticator instructions to disable the authenticator by email. If you cannot access that email, submit an account recovery request first. If the authenticator rejects codes that appear valid, check that the phone and computer have matching, correct times and time zones.
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What to do if a suspicious login locked the account
Jagex says a suspicious-login lock remains until the owner successfully recovers the account. Secure the computer or mobile device before beginning recovery, then use the process for your account type. Jagex outlines this in its suspicious login lockout guidance.
If the legacy recovery page says it cannot find an account, first verify that you entered the right login username or email. If the information is correct and you still cannot get in, Jagex says an attacker may have hijacked the account and imported it into a Jagex Account. In that case, contact Jagex Support rather than repeatedly submitting incorrect legacy details.
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Set up two-step authentication after recovery
Jagex Accounts
Two-step authentication is mandatory for Jagex Accounts. Email codes are the default; you can enable an authenticator app and create backup codes in account management. Jagex names Google Authenticator and Microsoft Authenticator as examples and describes cloud-sync options for restoring authenticator codes on a replacement device. Its explanation is that “Two-step authentication adds an extra layer of protection to your account by requiring you to enter a security code each time you log in.” Read the full Jagex Account two-step authentication guidance.
Legacy RuneScape accounts
For a legacy account, install an authenticator app, open account settings, select Enable Authenticator, scan the displayed QR code, and enter the generated six-digit code. Jagex recommends Google Authenticator and Microsoft Authenticator in its legacy authenticator instructions. If you change phones, check whether your authenticator can transfer or restore its codes before disabling the working authenticator on your old device.
An authenticator is an important barrier, not a guarantee against every compromise. Someone with physical access to a device, malware, insecure authenticator backups, reused passwords, phishing, or control of the connected email account may still undermine security. Jagex discusses these risks in its account security guidance.
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Secure your account and devices after regaining access
- Change to a unique password. Jagex recommends not reusing the password on other websites. Its Jagex Account guidance says passwords may be 8–64 characters. A password manager can help manage unique passwords; Jagex does not endorse a particular provider. See its password guidance.
- Protect the email account connected to RuneScape. Use that provider’s recovery process if you cannot sign in. If you suspect compromise, review security settings, mail filters, and forwarding rules. Jagex explains why email security matters in its two-step authentication guidance.
- Enable an authenticator where appropriate and store backup codes safely. Keep codes separate from the authenticator device and do not share them. Follow the Jagex Account or legacy account instructions for your account type.
- Review linked accounts. Remove any unrecognized Google, Steam, or other linked login. An unknown linked account can provide another route into the account even after you change its password. See Jagex’s account security advice.
- End sessions you do not recognize. If someone else may still be signed in, use the available option to end active sessions. Jagex covers sessions and account access in its security guidance.
- Check the phone and computer for compromise. Update operating systems and apps, and scan for malware if you suspect unauthorized access. Jagex identifies keyloggers, malicious browser extensions, and remote-access tools as possible causes of repeated hijacking in its account security guidance.
- Consider a RuneScape Bank PIN. It adds a barrier before access to bank items; Jagex says the removal delay can be set to three or seven days. It protects in-game bank contents, not the account login, so it does not replace recovery precautions or two-step authentication. See Jagex’s Bank PIN guidance.
- Watch for phishing. Use official Jagex and RuneScape pages, avoid entering credentials on lookalike sites, and follow Jagex’s advice to sign in through the official Launcher. Its security guidance describes phishing risks.
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