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1Fix the driver behind crashes, sound loss and screen glitches2Clear out junk files and repair common Windows errors3Scan for outdated or missing drivers - takes under a minuteIf your Old School RuneScape (OSRS) items, levels or character seem to have vanished, do not assume they were deleted. First check your inventory and bank, verify that you opened OSRS rather than RuneScape, and confirm the exact account and login method. An unfamiliar character usually means you signed into a different account. If you cannot access the right account, use Jagex’s recovery process. If items were genuinely lost in OSRS, Jagex says it does not operate a general restoration service; only narrowly defined incidents may qualify.
Start with a five-minute in-game check
Do these checks before changing passwords or submitting forms. They distinguish a misplaced item from an account or profile problem.
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- Open the inventory and bank. Search every bank tab, withdrawable placeholders and your worn-equipment screen. If you died, check the game’s normal death-recovery location and any items you already know are protected by your account’s mechanics.
- Speak with Diango. Some eligible holiday and other recoverable items can be reclaimed from Diango. Jagex’s lost-items policy also explains that an item appearing in Diango’s reclaim list is not treated as a general lost-item claim.
- Look at the character itself. Check the name, combat level, quest points, skill levels, location and bank contents. A completely unfamiliar character is strong evidence that the wrong account or login route is open.
- Confirm the game client. RuneScape and OSRS are separate game profiles. A RuneScape account can access both games, but the characters, statistics and items do not move between them.
Do not post your login name, email address, passwords, recovery answers or payment details in comments or community chats. Enter those details only into official Jagex pages.
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Make sure you opened the right game and profile
Jagex describes RuneScape and Old School RuneScape as separate games. Their character information, levels, quests, banks and items are independent; progress in one does not transfer to the other. Someone returning after a long absence may remember a RuneScape character and then open OSRS, where the account legitimately begins with a new character.
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Use Jagex’s explanation of the distinction at RuneScape and Old School. If your old character appears in RuneScape but OSRS shows a fresh account, this is not item deletion and an account-recovery appeal will not copy the RuneScape progress into OSRS.
Check whether you used the wrong account or login method
An unfamiliar character, different starting location or empty bank often results from logging into a second account. The credential you need is the account’s login identifier, not the character’s in-game display name.
Identify the account’s login era
- Accounts created before November 2010: Jagex says these normally use a login name.
- Accounts created after November 2010: Jagex says these normally use the registered login email.
This date is about the account’s creation, not the date you last played. Try the appropriate identifier in the official login and recovery forms.
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Use the original third-party button
If you created or linked the account through Apple, Facebook, Google, Steam or another provider, select that provider’s sign-in button instead of typing an email into a different login field. A provider can authenticate a different Jagex account when several addresses are involved.
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Jagex’s Logged into the wrong account guidance covers these cases. Its forgotten-login guidance also describes email reminders and third-party routes. If the same email is associated with both a RuneScape account and a Jagex Account, Jagex says the Jagex Account takes priority at login.
Use account recovery when the right account will not open
Account recovery restores access; it is not a request to recreate missing OSRS items. Start with the login name or login email associated with the character.
Standard password reset
- Open Jagex’s official recovery and password-reset route.
- Enter the account login name or login email, not the display name.
- Check the registered mailbox, including spam and filtered folders, and follow the reset link.
- Sign in again to the OSRS profile and verify the character name and bank.
If the reset message reaches an address you no longer control, an authenticator cannot be removed, or someone changed the registered email, continue with a full recovery appeal rather than repeatedly guessing passwords.
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Use Submit an account recovery appeal. The form asks for a new email address to register and as much account-creation and account-history information as you can provide. Jagex says an outcome email should arrive within 24 hours. That is a stated process target, not a promise that access will be restored or that items will be returned.
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Provide consistent, truthful details: the earliest passwords you remember, approximate creation information, previous registered addresses and historic payment details when requested. Send the form only through the official support site.
If the appeal is denied
Jagex’s Account recovery denied guidance recommends trying again from a device and location you normally used, supplying the earliest passwords and older payment information where possible, and avoiding VPNs or proxies. The original account creator is considered the owner, even if another person later played on a bought or shared account. Do not submit invented details or someone else’s information.
What “No accounts could be found” can mean
If correct login information still produces “No accounts could be found,” Jagex warns that a hijacker may have imported the account into a Jagex Account. This can make the former login route appear empty even though the character still exists. Follow Unable to submit an account recovery and contact Jagex Support immediately. Do not create multiple replacement accounts while the investigation is pending; that can make it harder to identify which profile you mean.
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Missing items accompanied by an unfamiliar email, changed password, unknown linked login, new authenticator or unexplained bank activity should be treated as a security incident. Recovering the login without securing the surrounding accounts can let an attacker return.
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- Secure the email account first. Change its password to a unique one, remove unknown forwarding rules and recovery methods, enable its strongest available two-factor protection, and sign out other sessions.
- Secure the Jagex account. Use a unique password, enable an authenticator and review active sessions and linked accounts.
- Remove unknown third-party links. Check Apple, Facebook, Google, Steam and other providers for unfamiliar authorisations and revoke them through the provider.
- Check the device. Update the operating system and browser, remove suspicious extensions or software, and run the security checks appropriate to your device.
- Set an OSRS Bank PIN. This adds a separate barrier to bank access after you regain control.
Jagex’s Security tips recommend upgrading to a Jagex Account, using a unique password, enabling an authenticator, securing the email and linked logins, ending other active sessions and setting a Bank PIN. An authenticator can block a password-only login, but it does not replace email security: someone who controls the email may be able to disable the authenticator or reset access.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Understand the OSRS lost-item policy before filing a claim
Jagex’s official Lost items page states: “Please be aware that we are currently unable to offer a general lost item service for Old School.” Ordinary player mistakes, scams, deaths handled by the game’s mechanics, hacks and unverified incidents therefore should not be described as guaranteed restoration cases.
The limited situations Jagex identifies
Jagex says it aims to put things right when losses result from:
- an exploit verified in an official news post;
- a Jagex staff error; or
- a Group Ironman storage malfunction.
Jagex generally identifies affected players through its own processes. If a significant number of players will be compensated, it says it will publish a news post describing the incident and the make-good plan. A news post is therefore the meaningful signal that a broad restoration process exists; an individual report of missing items is not, by itself, evidence that one does.
Items that may be recoverable or excluded
Check Diango for eligible recoverable items, including some OSRS holiday items. Jagex’s policy excludes several categories from return, including items recoverable from Diango, unique quest items, certain pets, temporary holiday-event items and items that grant experience. These exclusions do not mean every item in a category is identical; use the in-game reclaim option and the current support page for the specific item.
Do not use a RuneScape-only claim process for an OSRS loss. The other game’s policy discusses rare returns after widespread service disruptions or confirmed bugs and a 48-hour claim window; that process does not establish a general OSRS service.
Diagnose the branch before choosing your next step
| What you observe | Most likely explanation | Next action |
|---|---|---|
| You can log in, and the familiar character is present, but an item is not in the expected place. | Misplaced, banked, worn, dropped or eligible for an in-game reclaim. | Search inventory, every bank tab and Diango before contacting support. |
| You can log in, but the character has different levels, name, location or bank. | Wrong account or wrong third-party login method. | Use the login identifier, creation-era rule and original provider button; follow Jagex’s wrong-account guide. |
| RuneScape has your remembered progress, while OSRS is new. | Separate game profiles. | Open the correct game; progress and items do not transfer. |
| You cannot receive the reset email, the email changed, or an authenticator blocks you. | Lost account access or possible hijack. | Submit a full recovery appeal and secure the email and device. |
| Correct credentials return “No accounts could be found.” | Possible import of the account into a Jagex Account by a hijacker. | Contact Jagex Support through the unable-to-submit recovery route immediately. |
| A verified exploit, staff error or Group Ironman storage malfunction is announced. | An incident covered by Jagex’s limited make-good policy. | Follow the official news post’s instructions; do not rely on informal claims. |
Prevent a repeat after access is restored
- Keep one unique password for the Jagex Account and another for the email account; a password manager can help store them.
- Keep an authenticator enabled and review recovery methods periodically.
- Remove third-party links you no longer recognise or use.
- End active sessions after using a shared or public computer.
- Use an OSRS Bank PIN and never disclose it in a support ticket or chat.
- Bookmark official Jagex support pages and type sensitive information only into those pages.
The practical order is therefore: verify the game, inspect the inventory, bank and Diango, identify the correct account and login method, recover access if necessary, secure the email and linked accounts, and only then assess whether an announced incident falls within Jagex’s narrow OSRS item-return exceptions.
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