Let’s get you back in the action. Here you can find options to get you back up to speed, along with handy links if you want to dig a little deeper and catch up.

RuneScape

Welcome Back To

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Is your sword arm a little out of practise?
No problem - we've got your back!

Support centre

We've got you covered! [Troubleshoot your login issue](https://support.runescape.com/hc/articles/360001552065 "Troubleshoot Login Issues") and get back into game pronto. 

I can't log in, how can I get back into my account? 

You can request an [email to reset your password](https://secure.runescape.com/m=accountappeal/passwordrecovery "Password Recovery Process"). Need help? See our guide on [resetting your password](https://support.runescape.com/hc/en-gb/articles/206842779-Reset-your-password "Reset your Password"). 

Forgotten Password

I've forgotten my password can I update it?

To update the email we contact you on [log into your email settings](https://secure.runescape.com/m=email-register/c=V1LW--yIFXc/address_change#_ga "Login to email"), hit 'Change Email' and follow the prompts.

Don't have access to your email? [Submit a recovery request](https://secure.runescape.com/m=accountappeal/passwordrecovery "Submit and email recovery request") to get it updated. See [Changing your registered email](https://support.runescape.com/hc/en-gb/articles/207555905 "Change Registered Email") for more information. 

Update Registered Email

Can I update my registered email?

There are three reasons your password reset may have been denied:

- You're recovering the wrong account 
- The information you've provided is not strong enough
- You're not the owner of the account

For more information see [Denied password resets](https://support.runescape.com/hc/en-gb/articles/206666629).

Why has my password reset been denied?

Your account may have two different emails set to it.

Here's a breakdown of what each email is used for. 

|                           | Login Email | Registered Email |
| ------------------------- | ----------- | ---------------- |
| Logging into the game     | 	✓           |                  |
| Receiving emails          |             | 	✓                |
| Removing authenticator    |             | 	✓                |
| Changing registered email |             | 	✓                |
| Resetting Password        |             | 	✓                |
| Can be change             |             | 	✓                |


What's the difference between a Login email and a Registered email? 

If you've returned after some time away and your account is not how you left it, it's likely you've either logged into the wrong account or game version.

If you need help finding the right account, you can [recover your login](https://support.runescape.com/hc/en-gb/articles/206811825-Forgotten-login "Recover your RuneScape Login").

If you're sure you've got the right account, you might be playing on the [wrong game version](https://support.runescape.com/hc/en-gb/articles/360001247349 "Decide which game version you want to play"). RuneScape and Old School profiles are completely independent meaning that any progress, stats or items don't transfer between the two games.

So, if you've logged into [Old School](https://www.runescape.com/oldschool/download "Download Old School RuneScape") and find yourself on Tutorial island, try using the same log in details but for [RuneScape](https://www.runescape.com/download "Download RuneScape"), or the other way round. 

Where's my character and progress?

Accounts are only suspended for repeat or severe violations of our [Rules](https://www.jagex.com/en-GB/terms/rules-of-runescape "RuneScape Rules").

If you think someone else had access to your account you can [appeal the ban](https://support.runescape.com/hc/en-gb/articles/115002238729 "Appeal A Ban"). 

Why is my account banned?

Mutes can be avoided by following the [Rules](https://www.jagex.com/en-GB/terms/rules-of-runescape "RuneScape Rules").

If your account is muted this will impact all products associated with that account, including in-game chat for both RuneScape and Old School RuneScape and the forums. 

Most mutes [can be appealed](https://secure.runescape.com/m=offence-appeal/account-history "Appeal a Mute") if you're a member. 

Why is my account muted?

If you log in to game and are asked to enter a new character name or receive an email from Jagex addressed to 'Name unavailable' this means that your account does not currently have a character name set.

Get creative and [choose a new name](https://support.runescape.com/hc/en-gb/articles/206519409 "How to change your character name"). See [Where has my character name gone?](https://support.runescape.com/hc/en-gb/articles/360001531485 "Find out where my character name has gone ") to find out why your name was removed. 

Where’s my character name? 

Character names are removed after a period of inactivity.

If this has happened, your old character name will not show up on [Old School](https://secure.runescape.com/m=hiscore_oldschool/overall "Old School HiScores") or [RuneScape](https://secure.runescape.com/m=hiscore/ranking "Runescape HiScores") HiScores. 

Why is my name not on HiScores?

A chargeback happens when a bank reverses a purchase made on your account, this results in your account having an unpaid balance and being locked.

See our [Unpaid balance guide](https://support.runescape.com/hc/en-gb/articles/207256855-Settle-an-Unpaid-Balance "Unpaid Balance Guide") to find out how to regain access to your account

Why am I told to visit the billing system because there's an unpaid balance on my account?

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