Jagex Is Finally Overhauling Their Player Support System For RuneScape

Jagex is finally taking a step in the right direction to improve communication with RuneScape players.

The company is overhauling its Player Support system this year in response to the community feedback that was gathered through a December 2024 survey. According to Jagex, only 31% of respondents were satisfied with the current support, with major concerns including slow response times, poor human interaction, and lack of live chat. The team said they acknowledged these issues with the F2P MMORPG and are committed to improving customer service through better communication, quicker resolutions, and stronger security measures, especially when it comes to handling account hijacking, ban appeals, and cheating.

Several improvements are already live, including spam chat filters, confirmation messages for botting reports, and a centralized support ticket hub. A roadmap was published too that notes implementing faster response times, expanded live chat support, enhanced account hijacking detection, and a revamped ban appeal process (in the future). By July, Jagex assures users will see a fully operational single point of contact system with a streamlined interface, followed by phased live chat rollouts in the fall and expanded anti-cheating efforts targeting Real-World Trading.

Besides all of the above, the company said they’re also focused on increasing the visibility and security of Jagex Accounts by working on login protections and recovery options such as trusted device recognition and passwordless access. Long-standing issues with account and launcher compatibility are being looked into as well. If you want to weigh in, fill out an in-game satisfaction survey so the team hears your thoughts.