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Jagex Player Support

Jagex Player Support

Customer Support is the division of Jagex staff that interacts with players. The team is lead by Mod Kelvin, the head of Customer Support, who is supported by a team of three service managers and 35 support specialists. A number of the support team have their own @Jagex Twitter accounts and occasionally appear on RuneScape livestreams and podcasts.

The team are responsible for handling in-game abuse reports, offence appeals, processing account recovery requests, and maintaining the Rules of RuneScape, as well as working alongside the QA team to investigate bug reports.

The team are also responsible for responding to support tickets, monitoring social media, and passing on player feedback and comments. The team run initiatives regarding account security, phishing scams, computer security and more.

Customer support via the website is centred on the online support centre, consisting of six areas: Bug report, Account help, Payment support, Safety centre, Technical support and Message centre. Within each section, users are provided with a drop-down of predefined subjects. Selecting these topics redirects the user to a relevant web page with information. A few of these pages offer an button to "Click here to contact us". This button takes the user to a webform where they can send a message to Jagex support.

Jagex's own website's contact page gives e-mail addresses for specific purposes, but states, "[Runescape] Customer support questions incorrectly sent to an email address above will be deleted!" [1]

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