Jagex Unveils Major RuneScape Player Support Overhaul for 2025

RuneScape players can expect big changes in how Jagex communicates and supports its community. In response to feedback from a December 2024 survey, the studio is rolling out a complete overhaul of its Player Support system—aiming to fix long-standing frustrations like slow response times, lack of human interaction, and missing live chat features.

According to the survey, just 31% of players were satisfied with the current system. That low figure sparked concern, especially around critical areas like account hijacking, ban appeals, and anti-cheating enforcement. Jagex has since acknowledged these issues and committed to delivering faster support, clearer communication, and stronger security for its long-running free-to-play MMORPG.

RuneScape’s New Support Roadmap Brings Live Chat and Better Security

Some improvements are already in place, including better spam chat filters, confirmation messages for botting reports, and a centralized ticket system. But more changes are on the way. A detailed roadmap promises:

• Faster support response times

• Live chat availability (rolling out in phases by fall)

• Stronger tools to detect account hijacking

• A reworked, fairer ban appeal system

• A new, streamlined single point of contact interface by July

Security is also getting a major upgrade. Jagex is working on trusted device recognition, better recovery options, and even passwordless login through Jagex Accounts. Compatibility issues with the launcher and account linking are also being addressed.

Players are encouraged to give their feedback via the in-game satisfaction survey, helping shape the future of RuneScape’s support experience.