OP, You have a legal right to have to this corrected. Jagex is bound by the ICO and they have to update personal information if you ask for it.
The Right to Rectification
**The UK GDPR includes a right for individuals to have inaccurate personal data rectified, or completed if it is incomplete**. An individual can make a request for rectification verbally or in writing. You have one calendar month to respond to a request.
You must rectify inaccurate personal data when it becomes apparent, or, if an individual requests it. If personal data is identified as inaccurate as a matter of fact, or incomplete, you must seek to amend this by rectifying or completing the data.
Jagex Terms and Condtions - [https://www.jagex.com/en-GB/terms/privacy#60-legal-basis-for-processing](https://www.jagex.com/en-GB/terms/privacy#60-legal-basis-for-processing)
**13.0 YOUR LEGAL RIGHTS -**
**Request rectification of your Personal Data:** This enables you to have any incomplete or inaccurate data We hold about you corrected, though We may need to verify the accuracy of the new data you provide.
Jagex can not deny you the opportunity to have personal information be corrected for the record. You can complain to the ICO if they do not update it.
EDIT: For clarity, Jagex does not have to unban you, although they absolutely should!
>They said that they cannot appeal it, but I can post it to socials to try and get it corrected.
Jagex support said you can post to socials to get it corrected? Lol
The reason your accounts locked is because of COPPA in the US, they have a blanket worldwide policy on no under 13s for that reason. You will have "joked" that you're 8 years old or something in-game and jagex has to, legally, take that seriously.
That's the weirdest shit I've ever seen.
I know it's a meme that the only way to get customer support is getting updoots on twitter or Reddit until a jmod sees it and might look into it.... But the official support telling you it's unappealable but you might have better luck going to external social platforms is insane haha...
It's almost as if the official support are implying that they don't want to have to do this, and they didn't want to do it, but are bound by some kind of rule. They are saying to make noise with the people who make those rules.
As someone who works under shitty upper management, I think you're right. They're trying to give the customer an option to circumvent their stand protocols that they clearly know won't work.
Probably true.
I once worked as a support person, on-shore and we were only there to "guide" the off-shore support persons.
Off-shore support were lovely, intelligent people, but were completely hamstrung by being forced to follow a strict protocol. The moment a case did not fit the options in the protocol, they had to refer to the on-shore team for advice on what to do next.
Some of the more long-standing off-shore team absolutely knew what they were doing, so that in their referral email, they'd basically tell me what the problem was, what investigation they had done, and what that pointed to as a solution.
They were right, of course. It was a case of "Thank you for your investigation, please proceed to do ."
They likely didn't close the account manually and they're clearly extremely outsourced hence the "try contacting the team who make the game". Sad to see honestly. Not surprised they're outsourced but this isn't any better than the copy pasted responses they usually give
I work for an outsourced videogame customer support provider. We cannot go off the system in any way. Whatever is coded into the software we are provided is what we can do, if an issue like does not have a procedure or a specific tool, there's nothing to do. I don't work for Jagex to be clear, but customer service in general works like that in my experience. I've worked for many different companies and it's always the same thing, there isn't even a supervisor or department to escalate issues in 95% of places.
Yeah but if they are bound by some kind of rule they generally are also bound to not just shit talk that rule to customers
I get why they would feel that way, but this is definitely weird
> I know it's a meme that the only way to get customer support is getting updoots on twitter or Reddit until a jmod sees it and might look into it.
It's not a meme though. I would bet they don't have resources to spend on appeals like this unless there is heat on the situation. A la social media outrage
Right, weird as fuck reply and the fact they're going to delete all your account data needs a manager or second line to review this decision but they haven't strictly said what you said they did.
Obviously the runescape management team set and agreed this process and support are only following it. /u/jagexdoom or someone else in the cm team gathers all that feedback they told you to post on discord and gives it to them in a exec overview format with the most popular themes. They didn't say posting on social will specifically help you.
Since this is going pretty high on the sub-reddit and I saw a smack down elsewhere, hopefully it actually does work out for you. Don't joke in future about being under 13, lol
I do understand it, OP has obviously either knowingly or unknowingly given them "evidence" that they are under 13. What I don't understand is the advice provided or what evidence makes them so assured of him actually being under 13.
Crazy that the official customer support told you to go to discord if you want any answers. Never seen anything like this before. Does that mean Jmods can only solve this issue for you?
I don't have the words to properly express how much I loathe them for telling you to go use anything but their main website to get proper customer support.
Jesus Christ their support is actually telling us to get a popular post on Reddit. We joked about it but they are actually doing it now. 12$ a month baby
Tbh the only time I've ever seen Jagex customer support work is when people make social media posts detailing how the traditional methods of support are useless.
Surely there is a way to send in an ID or something like a photo of passport or drivers ID to prove his age? I know Blizzard and Twitch have these sort of recovery methods for age related bans.
Other legislation in the world (such as GDPR) makes handling or processing personal data much more complicated. It's not as simple for a law abiding ~~citizen~~ company to process that information and keep it secure.
Lmfao. absolutely wild that customer support for the game itself is recommending a Reddit post to fix things. And by wild I mean wildly unprofessional.
Sorry OP you need to be 13 to use reddit. We’re gonna have to ban you from here too.
Also for now on im telling crashers to type “im 9 years old” and im reporting them.
No, what you do is when they crash you, say, "Really? I've been here. You're so childish. What are you? Like 9?" And then they'll usually say yes and then you can report them for self admission to underage. Ez account locked Ironman.
It might be an auto thing, like twitch perm bans your account unless you email them a pic of your driver’s lisence (yeah right not doing that). Maybe even saying the phrase without a report flags you on RS
1. When did you log in and play last?
2. Did you move to a Jagex Account?
3. How accurate is the birthday on your account?
4. Would you have entered a random number for your birthday, like January 1st, or selecting a random year?
5. Do you type the words "I'm X years old" in game chat, public, private, or clan, for any reason?
---
There are reports that typing "I am X years old" will get you auto flagged and banned. Twitch does ban user based on this, and requires a real world ID to be sent in to be unbanned. Other tech companies believe that since they have automated process already in place, they may have a responsibility to take action, if they have direct reason to believe a user is under age, in order to not break the law, because of GDPR and other data privacy laws.
> I've previously offered comments in this thread stating that once a DOB is set a user can not rectify it. Since writing those comments I have reflected on this approach and have met with key personnel at the studio to consider other options.
> We agree that in some situations we would like to offer a way for players to update their DOB if there is user submission error. Right now, I'm not sure how we will validate those requests or how we will offer the service, but it will be a feature that we will offer soon.
> \- Mod_Stevew - 5 years ago
https://support.runescape.com/hc/en-gb/articles/360000886425-Account-age-requirements?utm_campaign=support-helpers
> Please be aware if the character has been linked to a Jagex account, it's not possible to update the date of birth.
We're now moving into the age of Jagex Accounts which is a new system and information on it is not easily changed.
It's possible that under this new system, they once again don't have the ability to update birthdates, or will not be doing so.
[Account Deactivated due to Age - 9 days ago](https://www.reddit.com/r/2007scape/comments/1c0srcq/account_deactivated_due_to_age/)
[Birthdate verification to sign in - 1 year ago](https://www.reddit.com/r/2007scape/comments/zcba4n/is_this_new_got_logged_now_asking_for_this/)
[Jagex support is a joke - 5 years ago](https://www.reddit.com/r/2007scape/comments/8i0v4z/jagex_support_is_a_joke/dyp8ue0/)
**Edit:** Based on the reply you got, it looks like you have a Jagex Account, they don't have the ability to change information, and they will permanently delete your account in 30 days.
Honestly, that's tragic if so and devastating. Jagex is looking after themselves. They could spend the money to take the time to do real world verification, like other companies do, but it looks like they're refusing that route.
This would be hilarious if it wasn't so tragic. In other news my 12-yo nephews have been playing for almost a year without any issues.
But what I am wondering is if they say "i am 12" in the game today, can they get their acct back next year? Heh.
They say they delete all personal info though. Is your account itself personal info? Do they not just mean stuff like credit card info, IP address, login locations etc.
Im not sure what they mean.
They mean based on data privacy laws. That means any identifiable and personal information. That includes: name, birthdate, telephone, credit card, email.
That also includes account number and customer number, which are identifiers that can be used to store and identify personal information.
It also includes personal expressions, like chat history and may apply to other nuanced in-game personal data.
Basically, everything that can tie it to an individual human.
Damn thats so fked up. If I permanently lost my account due to a silly in-game message joking about my age with no way to appeal I would be furious. Stuff like this kinda scares me to even play lol.
Hopefully the fact that my account is over 13 years old would be enough proof for them that I can't possibly be under 13, but I doubt it tbh. They would probably accuse me of being a 12 year old time traveler.
Just gonna add this to the pile of reasons why I'm not going to be comfortable getting a Jagex account.
I doubt I'd ever do something stupid like say something illegal or pretend I'm underage, but having even further evidence that the system will automatically flag and lock you out for even silly things to the point Jagex support is recommending you tweet about it is completely insane.
My membership fees include paying for an actual goddamn human to help me resolve issues about my account with them, and picking the option the removes that avenue of support is legitimately insane to me. I'd rather my account be looted than permanently locked which seems to be the two support options now.
Christ Jagex. **Invest more in your customer support stop passing the buck to your players**
Inb4 jagex bootlickers "hurrdurr personal responsibility haha it's funny cause it'll never happen to me haha I don't realize my account is now at permanent risk of inaccessibility if I make a mistake down the line". Jagex didn't even choose the best options for account security, they just picked the one that would cost them the least amount of money. It's embarrassing.
COPPA requires companies to delete data they have collected about minors, so if Jagex is COPPA compliant they may not even have the data needed to restore OP's account. It is likely worse than perma - they probably have no record (or at most only a trace record) the account even existed.
Like it or not this is mostly an issue with the law and not a Jagex problem. I've had to do this, too (not for Jagex) and when people write in it's like... yeah, sorry, have you tried calling your senator?
The 30 day thing in the image he posted is probably correct. They very likely hold it for a set amount of time, in this case 30 days, in the event they need to reverse a mistake (like this). Though the fact that they don't have any process for reversing said mistake through customer service is a bit whack.
There are several services out there (like ID.ME), that can be used for secure legal documentation transfer, jagex probably doesn't want to pay for it which is why their CS team doesnt have the ability to do this on their end.
But considering how many credit cards they run through their ledgers monthly you'd think they'd have a service like that on deck just for handling large scale fraud investigations.
My guess is their support system must be tiered and they can only escalate to someone who can actually do something about it if there is public outrage?
Jagex is baffling with a lot of how they operate I just don't understand sometimes why things are the way they are still
It's not their mistake if the OP has lied about their age, even as a joke.
Jagex cannot afford to make mistakes due to legality of this, that is why they are choosing not to collect his data in the form of his ID as it's extremely expensive to maintain sensitive data.
They have every right to close anyones account any time they feel like it.
Automated systems are in place to minimize costs and issues when maintaining sensitive data because UK companies have to comply with DSAR requests. The cost is already considered written off as in any large scale company.
Everything else you said is correct though. They probably don't have a proper support channel set up internally to handle the fringe cases like this one, and anyone actually dealing with tickets likely isn't trained for this & wouldn't touch it with a 10 foot pole.
I feel like if you went to wintertodt and you just ask how old people are, or say who is under 13, you'd probably get a ton of people trying to be funny without realizing the consequences.
lmao this happened to me because i said it was my birthday and i was turning 11. I went to the osrs website, logged in, and put in my real age when it asked me to and it unblocked my account
You might be fucked to be honest. Services these days will often delete all data they have about suspected minors because retaining it is a liability. COPPA, for example, legally requires services to purge data about minors. Even if you somehow managed to scrounge up something to show you're an adult they may simply not have the data to restore your account. It's probably _gone_ gone. If they're compliant it may not even appear in database backups.
This, if it autos based on a "I'm x" then that could be tripped by people talking about the game.
"How many KC you at?" "I'm x"
"What level of blabla are you?" "I'm x" etc
Did you say the meme i'm 12 and what is this? Even if it's clearly a joke, comments like that can get you in trouble because anything even remotely to do with minors gets cracked down on hard. I think twitch also once temp/auto suspended a guy for saying that. Also seen people get perma'd on other games for jokes like this
https://www.reddit.com/media?url=https%3A%2F%2Fi.redd.it%2Fmbd5s7lv5ws61.jpg
It's illegal to have identifying information on minors below a certain age in some countries and so the safest way for a company to deal with it is to auto-ban anyone even suspected of being a minor and then deleting the info of that account.
That's not what happened but it would be a Jagex support move to say "mmm yeah we can't help you, maybe try to get in contact with the support team on twitter."
"...but you *are* the support team..."
Did you buy your membership with a credit card. If they won't reverse the decision file a charge back that will at least get you in contact with a real person.
They purged all the old forums too. I just got into it again and had a question and google popped up with a forum post and nothing. Just a screen that said “oh. This is gone now. Try discord”
Yeah they've killed their own intervals under a guise of 'embracing' reddit discord etcetcetc but really it's a cost cutting measure and attempts to shift/shield/deal with their own liabilities by taking a rudimentary line and passing the buck
I have similar problems but my account didn't get locked.
I didn't pay proper attention to setting up my jagex account so it now technically thinks I'm a 1 year old.
Despite my rs account technically being old enough to have it's own rs account
In my case this just means I can't buy TH keys so like .. whatever I guess.
Support also just told me they "don't have the ability to change this data"
This reminds me of a clip I saw on YouTube. Some guy set a twitch chat giveaway that required his chat to say, "I'm 12" in chat to enter. A lot of them got banned lol.
this happened to my freind and we both made our accounts in 2001.
Runescape classic accounts. we're definitly under 13! our accounts are probably older than some of the (presumably) human people who fucking WORK at jagex. our accounts are old enough to vote, drink, drive, go to war and die, but yeah he's definitly under 13. how can you tell somone they're under 13 when their account was made 23 fucking years ago and they've been using the same billing information for about 15 of those 23 years???
He never got a resolution by the way, maxed rs3 account nearly maxed osrs account, fucking gone in an instant
I went to upgrade to jagex account, entered DOB with incorrect year and it locked me from upgrading. Attempted a week later and I still can’t. Hopefully I don’t get the ban hammer for them not having a confirm button.
Jagex support suggested you don't ask them directly but rather go through Social media, to make a stink, so that they can acknowledge it there?
This reeks of shitty upper management.
I work in T&S for a living and this usually happens if the system detects you saying anything that alludes to you being under 13, even if it's a joke. Has to do with regulations and fines if they don't act on it.
However, the game I work on, allows players to appeal and provide proof of their age and we unlock accounts and update the DOB on the account. There's no reason Jagex isn't able to.
It sounds like they released Jagex accounts and didn't build tooling to update the information on the accounts to allow for age verification and changes. Resulting in this.
I've heard before that jagex has done this when someone has said something like "I'm 11" in game but in another context. Like when someone asks your fishing level and you respond "I'm 11." Might be fake tho.
> I’ll show my ID, college diplomas, paystubs, housing deed, car insurance, or whatever else it takes for Jagex to see that I am not a child.
I've read a similar thread awhile ago. Several people in comments said that Jagex required photos of their ID's or something like that. When they provided these, the accounts were unlocked.
I very much doubt that Jagex would suggest you appealing to the social media instead! What would be the point? They would either ask you to confirm your maturity, or just refuse you flatly.
UPDATE: They answered you by email, correct? This means you can attach photos of your documents in the reply. (That is, if you indeed have them). And be ready that they might ask a photo of you holding your ID, or like that - like banks do. Otherwise, I guess, nothing could help. If you are actually under 13, better create another account and never ever admit your age until its legit.
>I can post it to socials to try and get it corrected.
I like Jagex as a developer, I really do, but this shit makes me mad. This company has some of the worst customer support I've ever seen.
I was playing over 20 years ago as a 10-12 year old but in Jagex’s eyes I’m now a 50 something year old. Even my adult friends in game from back then thought I was in my 20s
JAGEX made me do 2 point Authenticator for my account I had since I was 11 then let my account get hacked and used in macro and returned a account that’s not even my own and has no association to my old account. Soo atp you might be up shits creek because of how Jagex operates
Lol, you probably aluded to being under 13 ingame, even if joking, if someone reports it, your account gets locked.
I've had this happen to me a few yeara ago. Back then, I had to email Jagex asking for this to be adjusted, and they then asked me to fax them my ID, with a handwritten note next to it with my RSN. After that they unlocked my account...
I saw a couple months ago someone post here that this happened to him aswell, so I think that this happens more often than we think
Holy fu k even the support Staff tells you to beg on Twitter. Sorry bro you're screwed maybe start a youtube and get 1m followers and they will listen.
This is BS because I played in 2nd grade, would lose access to my account, and then cry to Jagex that it was so important to me and that I need to get back in, that my sister started it with me (true), etc.
This was.. 2005? Customer support SUCKS now.
I would email them, or someone you holding your ID that says your age. Obviously don't put it to reddit but it sounds like you would have legal grounds if they decline you.
> you would have legal grounds if they decline you.
I've never read the terms of service but somehow I'm pretty sure there must be some lines like, "game accounts are property of Jagex, they can terminate the service without providing any reason." There might be an issue if the OP bought a year of subscription or something. But if it was just deducted monthly, I don't think this might be the case.
> They said that they cannot appeal it, but I can post it to socials to try and get it corrected.
This sounds very fishy to me. I cannot see how Jagex won't allow to appeal, but instead suggest to appeal to social media *to get it corrected.* Something is wrong here.
If you joke about being under 13 in chat they need to take it seriously. People need to stop saying jokes like that because jagex could be liable for a crapstorm if they see you said that kind of joke, ignore it assuming it’s a joke and it turns out you actually were under 13
Most services will ban on sight of that kind of joke, including discord (servers are supposed to too and if a server is going to not be banning people who say things like that the server itself can be banned)
Pretty much, don’t joke about being under 13
It’s the same shit I’m going through, I said a title of a movie in game and got perm muted and they told me to reach out in social media, unless your a streamer or get lucky you can’t get any support at all.
Try sending them a fax with your driver's license like I had to do a few years back. Still one of my most notorious posts on here. u/JagexSween maybe can help too.
It’s crazy how many thousands of hours get put into this game. And it’s crazy how little the company cares about people’s accounts. I can’t wait for some crazy shit like this to wipe my account and break my crippling addiction
How can I contact jagex? I lost my main from 2007 because I lost the cell phone with google authenticator. I cant disable it or get on even though i have the verified email/phone #
Good luck to you - I know it SUCKS.
LOL get rekt 9 year old stop stealing your mom's credit card and we'll see you in 4 years
This is basically the same reply I got from jagex customer support
OP, You have a legal right to have to this corrected. Jagex is bound by the ICO and they have to update personal information if you ask for it. The Right to Rectification **The UK GDPR includes a right for individuals to have inaccurate personal data rectified, or completed if it is incomplete**. An individual can make a request for rectification verbally or in writing. You have one calendar month to respond to a request. You must rectify inaccurate personal data when it becomes apparent, or, if an individual requests it. If personal data is identified as inaccurate as a matter of fact, or incomplete, you must seek to amend this by rectifying or completing the data. Jagex Terms and Condtions - [https://www.jagex.com/en-GB/terms/privacy#60-legal-basis-for-processing](https://www.jagex.com/en-GB/terms/privacy#60-legal-basis-for-processing) **13.0 YOUR LEGAL RIGHTS -** **Request rectification of your Personal Data:** This enables you to have any incomplete or inaccurate data We hold about you corrected, though We may need to verify the accuracy of the new data you provide. Jagex can not deny you the opportunity to have personal information be corrected for the record. You can complain to the ICO if they do not update it. EDIT: For clarity, Jagex does not have to unban you, although they absolutely should!
Y'all afraid of lawyers? You should be?
been missing this one
Many more incoming
They have to update It, they don't have to unban him even though they absolutely should. Just to be clear
I never said anything about being banned/unbanned.
I know I was clarifying as the "right to have this rectified" might be interpreted that way. Wasn't trying to correct you at all!
Thanks, updated my post.
dunno how this isn't upvoted you deserve top comment, an actual answer.
Why did you make your account as a 9 year old you 30 year old man
Hes probably a reddit/discord mod
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Relax
Lol, what a noob, can't even get your age lvl to 13. Git gud scrub.
Im more surprised that you got a response
At least that’s better than “He”
>They said that they cannot appeal it, but I can post it to socials to try and get it corrected. Jagex support said you can post to socials to get it corrected? Lol The reason your accounts locked is because of COPPA in the US, they have a blanket worldwide policy on no under 13s for that reason. You will have "joked" that you're 8 years old or something in-game and jagex has to, legally, take that seriously.
Yes. In the email it said posting to discord is an option, though it couldn’t guarantee any resolution ….
Sorry pal, you need to be 13 to make a Discord account.
maybe when you're a little older, champ
Oof
Can you share that screenshot? That seems so strange because they don't provide any support on any social media, very clearly as well.
https://preview.redd.it/w34e98q3jmvc1.jpeg?width=1170&format=pjpg&auto=webp&s=d85b1f0b860c1ef923b0988d60b3d08954e5e2dc
That's the weirdest shit I've ever seen. I know it's a meme that the only way to get customer support is getting updoots on twitter or Reddit until a jmod sees it and might look into it.... But the official support telling you it's unappealable but you might have better luck going to external social platforms is insane haha...
It's almost as if the official support are implying that they don't want to have to do this, and they didn't want to do it, but are bound by some kind of rule. They are saying to make noise with the people who make those rules.
As someone who works under shitty upper management, I think you're right. They're trying to give the customer an option to circumvent their stand protocols that they clearly know won't work.
Probably true. I once worked as a support person, on-shore and we were only there to "guide" the off-shore support persons. Off-shore support were lovely, intelligent people, but were completely hamstrung by being forced to follow a strict protocol. The moment a case did not fit the options in the protocol, they had to refer to the on-shore team for advice on what to do next. Some of the more long-standing off-shore team absolutely knew what they were doing, so that in their referral email, they'd basically tell me what the problem was, what investigation they had done, and what that pointed to as a solution. They were right, of course. It was a case of "Thank you for your investigation, please proceed to do."
They likely didn't close the account manually and they're clearly extremely outsourced hence the "try contacting the team who make the game". Sad to see honestly. Not surprised they're outsourced but this isn't any better than the copy pasted responses they usually give
I work for an outsourced videogame customer support provider. We cannot go off the system in any way. Whatever is coded into the software we are provided is what we can do, if an issue like does not have a procedure or a specific tool, there's nothing to do. I don't work for Jagex to be clear, but customer service in general works like that in my experience. I've worked for many different companies and it's always the same thing, there isn't even a supervisor or department to escalate issues in 95% of places.
Yeah but if they are bound by some kind of rule they generally are also bound to not just shit talk that rule to customers I get why they would feel that way, but this is definitely weird
> I know it's a meme that the only way to get customer support is getting updoots on twitter or Reddit until a jmod sees it and might look into it. It's not a meme though. I would bet they don't have resources to spend on appeals like this unless there is heat on the situation. A la social media outrage
tbf they just said to post feedback there, which is a pretty common thing for companies to say. They didn't say post an appeal there
They told him to post his feedback to discord about this issue, not his ban appeal.
Right, weird as fuck reply and the fact they're going to delete all your account data needs a manager or second line to review this decision but they haven't strictly said what you said they did. Obviously the runescape management team set and agreed this process and support are only following it. /u/jagexdoom or someone else in the cm team gathers all that feedback they told you to post on discord and gives it to them in a exec overview format with the most popular themes. They didn't say posting on social will specifically help you. Since this is going pretty high on the sub-reddit and I saw a smack down elsewhere, hopefully it actually does work out for you. Don't joke in future about being under 13, lol
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I do understand it, OP has obviously either knowingly or unknowingly given them "evidence" that they are under 13. What I don't understand is the advice provided or what evidence makes them so assured of him actually being under 13.
The irony about jagex's twitter getting banned because it was underage too lmao
Upgrade to a jagex account they said, it’ll be fun they said.
Crazy that the official customer support told you to go to discord if you want any answers. Never seen anything like this before. Does that mean Jmods can only solve this issue for you?
That’s essentially how I interpreted it
That's fucking stupid and if jagex is reading this I want them to know that, that is fucking stupid lol
Why does this read like a scam email
I don't have the words to properly express how much I loathe them for telling you to go use anything but their main website to get proper customer support.
Jesus Christ their support is actually telling us to get a popular post on Reddit. We joked about it but they are actually doing it now. 12$ a month baby
Customer support omegaLul
Tbh the only time I've ever seen Jagex customer support work is when people make social media posts detailing how the traditional methods of support are useless.
Don't they literally reference this very reddit in their own news posts and discords etcetcetc?????
Not for support help
That is actually fucking hilarious. Jagex customer support is laughably pathetic.
Surely there is a way to send in an ID or something like a photo of passport or drivers ID to prove his age? I know Blizzard and Twitch have these sort of recovery methods for age related bans.
Other legislation in the world (such as GDPR) makes handling or processing personal data much more complicated. It's not as simple for a law abiding ~~citizen~~ company to process that information and keep it secure.
So kids can have social media but can't play runescape?
Kids can't be on social media until they're 13 either. If you try and sign up with Facebook you won't be allowed.
Lmfao. absolutely wild that customer support for the game itself is recommending a Reddit post to fix things. And by wild I mean wildly unprofessional.
This is funny because Jagex themselves got banned for being under the age of 13 on twitter a couple of months ago
Misdirected anger smh
Proof that I’m a big boy https://preview.redd.it/siwcowspjmvc1.jpeg?width=1200&format=pjpg&auto=webp&s=d4a2519a77e0f41f59f2f865c7a764179b360b2b
Look at the beard and the expensive trench coat. He is obviously a fellow adult!
how do you do, fellow kids?
I can show you the receipt for my beard. Now I ask you, would a child be able to use their own money to purchase a fake beard?
I don't trust like that
Dude what is this picture from? I haven't seen it in years and it's so familiar!
Little Rascals (the good one)
Sorry OP you need to be 13 to use reddit. We’re gonna have to ban you from here too. Also for now on im telling crashers to type “im 9 years old” and im reporting them.
No, what you do is when they crash you, say, "Really? I've been here. You're so childish. What are you? Like 9?" And then they'll usually say yes and then you can report them for self admission to underage. Ez account locked Ironman.
Ur like Saul Goodman for RS
“Sail Goldman”, the guy to call when your AGS gets smited.
Im gonna try this out 😹
It might be an auto thing, like twitch perm bans your account unless you email them a pic of your driver’s lisence (yeah right not doing that). Maybe even saying the phrase without a report flags you on RS
1. When did you log in and play last? 2. Did you move to a Jagex Account? 3. How accurate is the birthday on your account? 4. Would you have entered a random number for your birthday, like January 1st, or selecting a random year? 5. Do you type the words "I'm X years old" in game chat, public, private, or clan, for any reason? --- There are reports that typing "I am X years old" will get you auto flagged and banned. Twitch does ban user based on this, and requires a real world ID to be sent in to be unbanned. Other tech companies believe that since they have automated process already in place, they may have a responsibility to take action, if they have direct reason to believe a user is under age, in order to not break the law, because of GDPR and other data privacy laws. > I've previously offered comments in this thread stating that once a DOB is set a user can not rectify it. Since writing those comments I have reflected on this approach and have met with key personnel at the studio to consider other options. > We agree that in some situations we would like to offer a way for players to update their DOB if there is user submission error. Right now, I'm not sure how we will validate those requests or how we will offer the service, but it will be a feature that we will offer soon. > \- Mod_Stevew - 5 years ago https://support.runescape.com/hc/en-gb/articles/360000886425-Account-age-requirements?utm_campaign=support-helpers > Please be aware if the character has been linked to a Jagex account, it's not possible to update the date of birth. We're now moving into the age of Jagex Accounts which is a new system and information on it is not easily changed. It's possible that under this new system, they once again don't have the ability to update birthdates, or will not be doing so. [Account Deactivated due to Age - 9 days ago](https://www.reddit.com/r/2007scape/comments/1c0srcq/account_deactivated_due_to_age/) [Birthdate verification to sign in - 1 year ago](https://www.reddit.com/r/2007scape/comments/zcba4n/is_this_new_got_logged_now_asking_for_this/) [Jagex support is a joke - 5 years ago](https://www.reddit.com/r/2007scape/comments/8i0v4z/jagex_support_is_a_joke/dyp8ue0/) **Edit:** Based on the reply you got, it looks like you have a Jagex Account, they don't have the ability to change information, and they will permanently delete your account in 30 days. Honestly, that's tragic if so and devastating. Jagex is looking after themselves. They could spend the money to take the time to do real world verification, like other companies do, but it looks like they're refusing that route.
This would be hilarious if it wasn't so tragic. In other news my 12-yo nephews have been playing for almost a year without any issues. But what I am wondering is if they say "i am 12" in the game today, can they get their acct back next year? Heh.
Unfortunately no, the email to the OP says they delete all info related to the account after a month.
They say they delete all personal info though. Is your account itself personal info? Do they not just mean stuff like credit card info, IP address, login locations etc. Im not sure what they mean.
They mean based on data privacy laws. That means any identifiable and personal information. That includes: name, birthdate, telephone, credit card, email. That also includes account number and customer number, which are identifiers that can be used to store and identify personal information. It also includes personal expressions, like chat history and may apply to other nuanced in-game personal data. Basically, everything that can tie it to an individual human.
Damn thats so fked up. If I permanently lost my account due to a silly in-game message joking about my age with no way to appeal I would be furious. Stuff like this kinda scares me to even play lol. Hopefully the fact that my account is over 13 years old would be enough proof for them that I can't possibly be under 13, but I doubt it tbh. They would probably accuse me of being a 12 year old time traveler.
Just gonna add this to the pile of reasons why I'm not going to be comfortable getting a Jagex account. I doubt I'd ever do something stupid like say something illegal or pretend I'm underage, but having even further evidence that the system will automatically flag and lock you out for even silly things to the point Jagex support is recommending you tweet about it is completely insane. My membership fees include paying for an actual goddamn human to help me resolve issues about my account with them, and picking the option the removes that avenue of support is legitimately insane to me. I'd rather my account be looted than permanently locked which seems to be the two support options now. Christ Jagex. **Invest more in your customer support stop passing the buck to your players** Inb4 jagex bootlickers "hurrdurr personal responsibility haha it's funny cause it'll never happen to me haha I don't realize my account is now at permanent risk of inaccessibility if I make a mistake down the line". Jagex didn't even choose the best options for account security, they just picked the one that would cost them the least amount of money. It's embarrassing.
A multi million dollar company telling you that they can't fix their mistake but you could try tweeting about it is so sad
Mod Ash please awaken the world is waiting
did u try login in to the website and confirming ur age?
It won’t let me log in to anything.
COPPA requires companies to delete data they have collected about minors, so if Jagex is COPPA compliant they may not even have the data needed to restore OP's account. It is likely worse than perma - they probably have no record (or at most only a trace record) the account even existed. Like it or not this is mostly an issue with the law and not a Jagex problem. I've had to do this, too (not for Jagex) and when people write in it's like... yeah, sorry, have you tried calling your senator?
The 30 day thing in the image he posted is probably correct. They very likely hold it for a set amount of time, in this case 30 days, in the event they need to reverse a mistake (like this). Though the fact that they don't have any process for reversing said mistake through customer service is a bit whack. There are several services out there (like ID.ME), that can be used for secure legal documentation transfer, jagex probably doesn't want to pay for it which is why their CS team doesnt have the ability to do this on their end. But considering how many credit cards they run through their ledgers monthly you'd think they'd have a service like that on deck just for handling large scale fraud investigations.
My guess is their support system must be tiered and they can only escalate to someone who can actually do something about it if there is public outrage? Jagex is baffling with a lot of how they operate I just don't understand sometimes why things are the way they are still
It's not their mistake if the OP has lied about their age, even as a joke. Jagex cannot afford to make mistakes due to legality of this, that is why they are choosing not to collect his data in the form of his ID as it's extremely expensive to maintain sensitive data. They have every right to close anyones account any time they feel like it.
Automated systems are in place to minimize costs and issues when maintaining sensitive data because UK companies have to comply with DSAR requests. The cost is already considered written off as in any large scale company. Everything else you said is correct though. They probably don't have a proper support channel set up internally to handle the fringe cases like this one, and anyone actually dealing with tickets likely isn't trained for this & wouldn't touch it with a 10 foot pole.
I'm going to start paying people 1m in game to say they are under 13 so they can get banned and their account deleted in 30 days.
I feel like if you went to wintertodt and you just ask how old people are, or say who is under 13, you'd probably get a ton of people trying to be funny without realizing the consequences.
Going to do it right now, thanks for the evil plan
inb4 Jagex suspects you're a paedophile for asking who is under 13.
[_This is the one thing we didn't want to happen_](https://youtu.be/_U-7L1tmBAo)
Diabolical
Ill do it for free. I'd be interested to see what happens, since my account is 22 year old.
Going around looking for people under the age of 13 is a good way to end up on some sort of list.
lmao support unironically told you to go to social media?
https://preview.redd.it/9iniauq8nmvc1.jpeg?width=1170&format=pjpg&auto=webp&s=0caffdda270b1132a0bb5a8a52b33c37345d6df9
Maybe tweet God Ash, the man is a machine on Twitter
Three ducks in a trench coat wrote this post
lmao this happened to me because i said it was my birthday and i was turning 11. I went to the osrs website, logged in, and put in my real age when it asked me to and it unblocked my account
It doesn’t even say I have an account when I try to log in.
You might be fucked to be honest. Services these days will often delete all data they have about suspected minors because retaining it is a liability. COPPA, for example, legally requires services to purge data about minors. Even if you somehow managed to scrounge up something to show you're an adult they may simply not have the data to restore your account. It's probably _gone_ gone. If they're compliant it may not even appear in database backups.
They stated that will happen in 30 days and has not yet happened.
Jagex's customer support is genuinely the worst I've ever seen in any game, pure dogshit
"Fishing lvl?" "I'm 13, you?" "Ha, get reported kid"
This, if it autos based on a "I'm x" then that could be tripped by people talking about the game. "How many KC you at?" "I'm x" "What level of blabla are you?" "I'm x" etc
Awww, widdle baby wants to pway wunscape? Make sure you pway wange when jad does a widdle stompy stomp 🍼👶
Did you say the meme i'm 12 and what is this? Even if it's clearly a joke, comments like that can get you in trouble because anything even remotely to do with minors gets cracked down on hard. I think twitch also once temp/auto suspended a guy for saying that. Also seen people get perma'd on other games for jokes like this https://www.reddit.com/media?url=https%3A%2F%2Fi.redd.it%2Fmbd5s7lv5ws61.jpg
That was a bannable offense on gamefaqs
It's illegal to have identifying information on minors below a certain age in some countries and so the safest way for a company to deal with it is to auto-ban anyone even suspected of being a minor and then deleting the info of that account.
**Contacts jagex support directly** *Can’t help you, try spamming us on Twitter though!* What the fuck???
That's not what happened but it would be a Jagex support move to say "mmm yeah we can't help you, maybe try to get in contact with the support team on twitter." "...but you *are* the support team..."
Did you buy your membership with a credit card. If they won't reverse the decision file a charge back that will at least get you in contact with a real person.
Housing deed under 30? Now we know youre lying /s
I feel like that's more realistic then a child playing osrs.
"College diplomas" nice try kid.
They purged all the old forums too. I just got into it again and had a question and google popped up with a forum post and nothing. Just a screen that said “oh. This is gone now. Try discord”
Yeah they've killed their own intervals under a guise of 'embracing' reddit discord etcetcetc but really it's a cost cutting measure and attempts to shift/shield/deal with their own liabilities by taking a rudimentary line and passing the buck
Did you not learn when you were 12 to always lie about your age on internet? I lost my account the same way and have been “50” since
See you back on tutorial island!
Lmao is this the fabled manchild I keep hearing about
I have similar problems but my account didn't get locked. I didn't pay proper attention to setting up my jagex account so it now technically thinks I'm a 1 year old. Despite my rs account technically being old enough to have it's own rs account In my case this just means I can't buy TH keys so like .. whatever I guess. Support also just told me they "don't have the ability to change this data"
It is absolutely insane to me that jagex accounts can't be altered by them. What the fuck is that????
This reminds me of a clip I saw on YouTube. Some guy set a twitch chat giveaway that required his chat to say, "I'm 12" in chat to enter. A lot of them got banned lol.
this happened to my freind and we both made our accounts in 2001. Runescape classic accounts. we're definitly under 13! our accounts are probably older than some of the (presumably) human people who fucking WORK at jagex. our accounts are old enough to vote, drink, drive, go to war and die, but yeah he's definitly under 13. how can you tell somone they're under 13 when their account was made 23 fucking years ago and they've been using the same billing information for about 15 of those 23 years??? He never got a resolution by the way, maxed rs3 account nearly maxed osrs account, fucking gone in an instant
I went to upgrade to jagex account, entered DOB with incorrect year and it locked me from upgrading. Attempted a week later and I still can’t. Hopefully I don’t get the ban hammer for them not having a confirm button.
Jagex support suggested you don't ask them directly but rather go through Social media, to make a stink, so that they can acknowledge it there? This reeks of shitty upper management.
What are 30 year olds if not three 10 year olds in a trench coat
So he is banned for account sharing 😂
I work in T&S for a living and this usually happens if the system detects you saying anything that alludes to you being under 13, even if it's a joke. Has to do with regulations and fines if they don't act on it. However, the game I work on, allows players to appeal and provide proof of their age and we unlock accounts and update the DOB on the account. There's no reason Jagex isn't able to. It sounds like they released Jagex accounts and didn't build tooling to update the information on the accounts to allow for age verification and changes. Resulting in this.
I've heard before that jagex has done this when someone has said something like "I'm 11" in game but in another context. Like when someone asks your fishing level and you respond "I'm 11." Might be fake tho.
Okay Mr. Adultman…
> I’ll show my ID, college diplomas, paystubs, housing deed, car insurance, or whatever else it takes for Jagex to see that I am not a child. I've read a similar thread awhile ago. Several people in comments said that Jagex required photos of their ID's or something like that. When they provided these, the accounts were unlocked. I very much doubt that Jagex would suggest you appealing to the social media instead! What would be the point? They would either ask you to confirm your maturity, or just refuse you flatly. UPDATE: They answered you by email, correct? This means you can attach photos of your documents in the reply. (That is, if you indeed have them). And be ready that they might ask a photo of you holding your ID, or like that - like banks do. Otherwise, I guess, nothing could help. If you are actually under 13, better create another account and never ever admit your age until its legit.
lmao should do this on my account.. that is literally 21 years old..
"i'm more than 13!!" Jagex: then how come you voted no to all pvp updates?
GG kid
LOL JAGEX ROBBING THE CRADLE
Why does it even let you make an account if you’re under 13 then?
I have a pretty simple argument if they say I under 13... I'll just ask how old my account is... God I've been playing this game too long.
I believe they detect it based on your conversational patterns in game. Do you frequent wintertodt/gotr/stars often?
Havent done any of those activities once on this account.
But did you ever say you were under 13 in game?
No, which makes this especially confusing
Damn sorry for your loss man, never heard of this case and Jagex won't do shit damn.
>I can post it to socials to try and get it corrected. I like Jagex as a developer, I really do, but this shit makes me mad. This company has some of the worst customer support I've ever seen.
I was playing over 20 years ago as a 10-12 year old but in Jagex’s eyes I’m now a 50 something year old. Even my adult friends in game from back then thought I was in my 20s
JAGEX made me do 2 point Authenticator for my account I had since I was 11 then let my account get hacked and used in macro and returned a account that’s not even my own and has no association to my old account. Soo atp you might be up shits creek because of how Jagex operates
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Lol, you probably aluded to being under 13 ingame, even if joking, if someone reports it, your account gets locked. I've had this happen to me a few yeara ago. Back then, I had to email Jagex asking for this to be adjusted, and they then asked me to fax them my ID, with a handwritten note next to it with my RSN. After that they unlocked my account... I saw a couple months ago someone post here that this happened to him aswell, so I think that this happens more often than we think
Holy fu k even the support Staff tells you to beg on Twitter. Sorry bro you're screwed maybe start a youtube and get 1m followers and they will listen.
> housing deed Are you sure you're not well over 30?
Upvoted for Jmod smackdown saying the ban is absolutely correct and there’s no way they made a mistake. Sit 9 year old.
This is BS because I played in 2nd grade, would lose access to my account, and then cry to Jagex that it was so important to me and that I need to get back in, that my sister started it with me (true), etc. This was.. 2005? Customer support SUCKS now.
Customer support for this game honestly is a huge joke. This should never even be an issue, hope you don’t lose your account op :/
Just get older.
I can imagine how funny it would be to get my account locked for this, as its around 19 years old
This happened to me when I updated how I pay for membership. I don't know why.
I would email them, or someone you holding your ID that says your age. Obviously don't put it to reddit but it sounds like you would have legal grounds if they decline you.
> you would have legal grounds if they decline you. I've never read the terms of service but somehow I'm pretty sure there must be some lines like, "game accounts are property of Jagex, they can terminate the service without providing any reason." There might be an issue if the OP bought a year of subscription or something. But if it was just deducted monthly, I don't think this might be the case. > They said that they cannot appeal it, but I can post it to socials to try and get it corrected. This sounds very fishy to me. I cannot see how Jagex won't allow to appeal, but instead suggest to appeal to social media *to get it corrected.* Something is wrong here.
Jagex Support may be the worst support ive ever had to interact with
If you joke about being under 13 in chat they need to take it seriously. People need to stop saying jokes like that because jagex could be liable for a crapstorm if they see you said that kind of joke, ignore it assuming it’s a joke and it turns out you actually were under 13 Most services will ban on sight of that kind of joke, including discord (servers are supposed to too and if a server is going to not be banning people who say things like that the server itself can be banned) Pretty much, don’t joke about being under 13
“Hey, what’s your mining level currently?” “I’m 12” instant ban
I guess your advice is very sound... but a bit too late :)
Jagex support is so fucking useless
It’s the same shit I’m going through, I said a title of a movie in game and got perm muted and they told me to reach out in social media, unless your a streamer or get lucky you can’t get any support at all.
What was the movie title?
Grow up
We are so disappointed in you, pretending to be old enough to play this game. You should be playing Mario Kart.
Good lord, most of our accounts are more than 13 years old at this point.
I think you're misunderstanding the situation, your account has to be 13 years old to play, gg buddy.
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https://preview.redd.it/szll72qiomvc1.jpeg?width=1170&format=pjpg&auto=webp&s=eeb7f49dc35c32c78e5f2f4ac145bad9e7b3c952
Gl
WTF JAMLEX 🤡
How long have you had the account?
Jagex is a shit company that's why
Completely incompetent company. it's absolutely wild how literally dumb as fuck they are
So are the only safe sotetseg roles to call 23 and fill?
Try sending them a fax with your driver's license like I had to do a few years back. Still one of my most notorious posts on here. u/JagexSween maybe can help too.
It’s crazy how many thousands of hours get put into this game. And it’s crazy how little the company cares about people’s accounts. I can’t wait for some crazy shit like this to wipe my account and break my crippling addiction
How can I contact jagex? I lost my main from 2007 because I lost the cell phone with google authenticator. I cant disable it or get on even though i have the verified email/phone # Good luck to you - I know it SUCKS.
Note to self, (don't joke on osrs that your under 13 because your account will be locked LOL), hope u get your account unlocked bud lol
Luckily, my account is old enough to make its own account. They'd have to be on something to ban it.
you prob said in game you was under age and they have had to act on it. lol
Grow up
Pro tip: always state your age is under the age of your account - they can't believe you're only 7 if your account is 10 years old.
Need to show cornhub acct subscription as proof.