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GamingWe are Mods Infinity & Stevew - Player Support Managers for RuneScape & Old School - AMA!

Oct 3rd 2017 by JagexInfinity • 21 Questions • 157 Points

Thank you to everyone for their questions! We're heading off now - but I hope you enjoyed and we'll speak to you all soon!

Hi everyone,

It's Customer Service Week and we're here to answer any player support related questions you may have.

Player Support at Jagex is responsible for:

  • All customer contacts
  • Account recovery & security
  • Anti-cheating
  • Real world trading
  • Community safety, moderation & rules
  • Player Moderators & Community Helpers
  • Bans, mutes, offences & appeals
  • Player satisfaction & complaints
  • @JagexSupport on Twitter

Essentially anytime a player needs help we're the guys who will step in. We also do a lot of behind the scenes work on player behaviour, community health, investigations and more.

Feel free to ask us any questions you have!

Proof: https://twitter.com/JagexSupport/status/915259396015443968

Q:

I'm familiar with the number of times Botters and RWT cry out their ban was fake, and not deserved only to be called out later stating otherwise. However, there are still occasions where players have their accounts falsely banned, and then quashed upon further investigation.

A majority of these instances involve players using Multiple Accounts and multi-logging, with the trigger being a mass number of reports from players who see a large number of similar accounts doing the same thing. (Remember these are bans that were quashed.)

  • Why is this still an issue, and what's being done to prevent it?
A:

These cases are so very rare, but if it does happen, the team look at what triggered it, and then act to prevent it from happening again. If it does happen again, it'll be for a different reason - but the same process repeats itself. There are also a lot of internal quality measures and checks we use to try and prevent this stuff from happening in the first place.

Finally, if we do make a mistake, we put our hands up, sort the player out and make improvements wherever possible.


Q:

Is it legal to assign your left-click to a key on your keyboard? I believe this is called 1:1 macro. This makes many skills much easier (alching, thieving, etc.)

A:

If it's something that's possible in Windows Mousekeys then it's fine! Anything else is likely to pose a risk to your account.


Q:

Hey, as a $300 million dollar company why dont you have phone customer support?

A:

The Player Support team is relatively small - providing phone support would likely get clogged up with lots of ban appeals I imagine, and I don't think would necessarily be the best use of our resource. We respond to the majority of tickets within 24 hours, and we did run a trial of live chat a while back, which is something we are going to look at again.


Q:

if your able to tell us, how many accounts have been banned in the past year, and how much gp has been removed from the game becase of these bans?

A:

First question in and a good one to start off with!

In the past year we've banned around 4,000,000 accounts. The vast majority of these are bot accounts, which you probably won't ever see, as we ban them before they can have any impact.

We don't disclose exact wealth removed (we also take into account the differences between the value in OS & RS) but it's in the trillions.


Q:

Can we get a delay on the authenticator please?

A:

So it's something which we see a fair bit on reddit - and while it's on the list of requests for our web team to review, there are a few considerations...

  1. From the data available to us, and from the accounts we review - having a delay on the removal of an authenticator wouldn't have actually prevented the hijacking. We'd also have to build a way for us to alert players within RuneScape that a request to remove the authenticator has been made, as the hijacker would have access to the registered e-mail, and would just delete any e-mails sent from us. There's also a reliance on the player who's been hijacked to log into game during the delay removal period to be notified there's been a request to remove the auth. We'd also need to look at how long the delay is, if it's opt in/out, etc

  2. While we understand the request is to have it as an optional feature, from our experience lots of people might set up delays but when they need to actually remove a feature, get frustrated with waiting, and contact Jagex to speed up the removal. We see it a lot with bank PINs, and so we need to be conscious about that. It's definitely not a reason to not do it - but it does feature on our 'to think about list'. For context, in the real world, if you wanted to update something to do with your personal banking, provided you pass their security checks, they wouldn't put a delay on making those changes. There's already a way to prevent the authenticator disabled, and we want to focus on ensuring players are aware of that, which is by keeping their registered e-mail safe.

  3. We want to offer new, convenient, easy ways for players to keep their accounts secure which will have the biggest impact - not just update existing features which we don't feel would change a whole lot. This is an ongoing discussion at senior management level - as there's are naturally lots of projects and priorities being worked on. The majority of accounts hijacked don't have an authenticator enabled in the first place. I imagine if a hijacker tries to access an account & recognises it's got an authenticator, they just move onto the next account, and don't try and breach the registered e-mail etc.

  4. It isn't considered critical, as it's not a flaw in the system. By that I mean if people have a secure registered e-mail, good security awareness, don't share their accounts, etc then they won't need to have a delay on their authenticator to prevent unauthorised access. With that said - we want to offer as many options as possible which work for the community - and there are lots of internal discussions happening about new features etc.

So - it's on the list, we hear you loud and clear, but equally we want to make sure the team (when they can) works on the most impactful, advanced security features which will genuinely improve account security for everyone.


Q:

Hello
I'm Darma and I speak behalf Hispanic and Latin American community.
I have some points that concerns my community and to myself.
1. How do you guys plan to fight against RWT in Latin American countries. I belong to an Hispanic clan chat and we already reported a lot of players that are entering our clan chat and other Hispanic/Latinamerican clans.
We've been reporting all these people of the clans that rwt but they haven't been banned at all.
2. We need more PMods, in this case for Hispanic people. They are only 4 Spanish speaker PMods (that i know) and they are not active anymore.
3. How can Hispanic people and myself help each other? Regarding rules, security, etc. Probably making a subreddit for Hispanic users (moderated by Jmods for control) to answer questions, suggestions, issues, etc. This would be for volunteers to help people that don't speak Spanish to be able to ask for help to Jmods.
Thank you for you time.

A:

Hey - thanks for joining us today. :)

  1. you can send us details about RWT activity by e-mailing [email protected] - we won't reply, but we will review your e-mail!

  2. I'll flag this to Mod Nia who looks after the PMod team so she can consider it in the next recruitment round. It's important to us that PMods are representative of the community, so thanks for letting us know!

  3. We'd definitely support any efforts to help other players out. If I'm honest we probably wouldn't be able to officially host a subreddit, but if you do make one, please let me know!


Q:

why does it seem like people who ddoss never get justice?

Also, a friend sent in information to [email protected] of the the guy who hacked him including actual ips and other proof of the account associated, when will he hear back or how soon does jagex follow up and investigate?

A:

It isn't easy to accurately identify individuals behind certain attacks, and I imagine even harder to attempt any form of legal action or prosecution - but it can and does happen. We'll always investigate any sort of attack against our games, but wouldn't necessarily be able to share the outcome.

The [email protected] mailbox is reviewed & sorted on a daily basis. We aren't able to reply to every e-mail received, but please let your friend know the information they've supplied will be looked into and used to aid our ongoing hijacking prevention work.


Q:

Do you guys ban players that use auto clickers often? I've got a friend that thinks he can get away with it and that you guys can't detect a certain auto clicker.

A:

We do take action against auto clickers - so please tell your friend to stop!! :)


Q:

Does CS still look into gold selling sites, and did you (@Infinity) look into the site that has been trying to sponsor myself and other YouTubers?

I PM'd you about it here on Reddit and thought now was as good a time as any to follow up. 👍

A:

We keep an eye on them but there's little we can do from an enforcement perspective. I get a lot of PM's here on reddit (and can't read them all) - so please send the message to [email protected] which will get read by one of the ICU guys. :)


Q:

HELP https://imgur.com/a/dETni This is a picture of an email i received after accidentally clicking a harmful link back in 2014, as you can clearly see jagex account guardian clearly secured my rs3 account. Problem was oldschool runescape at that time had no account protection available so it was vulnerable, needless to say the hijacker accessed it and used it to farm gold. I then received a permanent ban for this despite getting the account back into my control asap. Now i've tried many times to get these seen, yet had no support. I've moved on and made a new account now, but i still want this one back as i still think this ban was entirely unfair. My question is, can you help me with this problem please?

A:

Hey - if you've already sent in an appeal found here: https://support.runescape.com/hc/en-gb/articles/115002238729-Account-Bans and it was denied, then there's nothing further we can do. Sorry!


Q:

Do banned players receive second chances after some time?

I check this subreddit daily,and my account was legitimately banned,i can't honestly get myself to start again,was just wondering that,thanks.

A:

Thank you to everyone for their questions! We're heading off now - but I hope you enjoyed and we'll speak to you all soon!

Infinity & Steve signing out


Q:

Could you guys ever consider a rework the F2P Trade Limit? At the moment you can only trade 25K. Most rune items are over this amount. Could it possibly become more lax through quest points, total level, playtime, or any of the above? While it does probably serve its purpose in slowing down gold farmer, it is also quite inconvenient for legitimate players. What are your thoughts on this? The current trade limit settings have been in place for nearly 7 years I believe. Is something more modern possible? Just to be clear I understand the reasoning for the limit, just if there is some way to reach a middle ground for legitimate players. Thank you.

A:

It's a good suggestion and one I will raise in next weeks RS product meeting. :)


Q:

Just wondering how long you sometimes spend on some accounts before banning them. I imagine lots of bot software has become extremely sophisticated, and so it becomes hard to decipher between actual players and bots.

And has this task become much more difficult over recent times? Thanks.

A:

Honestly, it doesn't take us long at all to identify if an account has been cheating or not. Bot makers might promote their bots as sophisticated, but it really isn't!


Q:

how often do stakers get involved in RWT ? do you think something must be done regards scamming gp in duel arena will you remove it if that's what players want?

A:

I don't have an exact % or number re: the first part of your Q, but the ICU team look at all aspects of the game (including the Duel Arena) in regards to RWT.

If a piece of content is purely being used as a vehicle to facilitate rule breaking, then it's of course something we would look at reviewing.


Q:

Is the team looking into the gold farming accounts at pyramid plunder? Every time I train there I see accounts with 99 strength and thieving that don't look like they train any other stats and only loot the chests and sarcophagi. They may not be bottling but no normal player would do that for that long on an account with under lvl 30 in everything else.

This is on the PP world so I assume they are real people using that world to help speed up runs.

A:

Please report them to us using the in game report feature. You can also send an e-mail to [email protected] with extra details which our team will take a look into.

We definitely don't want bots ruining your experience (which it sounds like they are) so please do report them and we will work hard to respond as fast as we can.


Q:

Can we get an RSC reset please? All of the Crystal Chests are bugged. Its one player that is bugging them all.

A:

RuneScape Classic is an unsupported game that we no longer update, which we haven't done for years - sorry. :(


Q:

How are you currently treating previously reasonable (1:1, mimicking mousekeys) AHK use on accounts? E.g. first offense 7 day ban, second 14, then a month, etc. and does it ever result in a permanent ban?

A:

We don't disclose the exact punishments but AHK can and has resulted in permanent bans.


Q:

Could you make it so when you search for something in the bank and then deposit an item inside the bank the search bar doesn't close?

A:

Hey, thanks for joining us.

Not really a Player Support question but sounds sensible, so I'll pass it onto the dev team. :)


Q:

Where is the "summer" update text post about authenticator delay etc?

A:

We delayed it to this week, and will post it out soon - but a lot of it can be found here: https://www.reddit.com/r/IAmA/comments/741pvl/we_are_mods_infinity_stevew_player_support/dnuvcvr/


Q:

Hello, I relocated 50 miles out of town end of August. Are you able to tell the difference between someone who has relocated but still is original user vs. an actual offender who had someone else complete the Inferno for them? I'm afraid to attempt the mini game now, fearing that when I complete it, my account could get banned since I moved.

A:

Yes - don't worry. If we have any doubt at all, we won't ban an account.