Login Lockout News Archive 040321 180321

Hi everyone.

Ensuring everyone can play again as soon as possible is the biggest priority for the team and work is continuing to resolve this technical issue. We do not have a timeline to communicate right now, but as soon as we have any indications to share, we'll let you know.

As our investigations have continued, it has become clear that more players are impacted than initially estimated. If you are trying to submit a report, we want to assure you that your reports are being received - if you receive an error, please keep trying. Note that we expect to be able to support anyone impacted, regardless of having a ticket submitted, but having a ticket is the best way to ensure your issue is tracked.

If you haven't already, please do submit a ticket via this link if you are unable to login: https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE-

We'll be back with more updates later today. Thank you for your continued patience and we'll get you playing again as soon as we possibly can. Rsps

Update @ 09:20 Game Time (05/03/21)

Good morning everyone, and thank you for your ongoing patience while we address the outstanding issues from last night's events.

Our team stayed late into the night and are still continuing their work even now. Our core aim is to get anyone who is unable to play as intended back online as soon as possible.

While we don't have any further progress to report as of right now, we will be continuing to communicate regularly throughout the day and will deliver more news as soon as we're able to.

Thank you.

Update @ 23:00 Game Time (04/03/21)

Thank you to everyone who's submitted a ticket if you've encountered the 'Error loading your profile' issue or your account isn't as expected. If you have encountered these issues and haven't submitted a ticket, please do so here: https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE-

For those of you still unable to connect, we just wanted to let you know that this is our upmost priority to address. Calistomebel Due to the complexities of the issue, we wanted to let you know we won't have any further updates to share for the remainder of this evening - our investigations are going to continue and we expect that work to carry over to tomorrow. We want to get you playing as soon as we can, and we truly appreciate your patience as we work this through.

We'll be back tomorrow with more updates as soon as we have them.

Update @ 22:00 Game Time (04/03/21)

If you are encountering the message 'Error loading your profile, please contact customer support', or your account isn't as expected when you do log in, we have set up a direct support form for any impacted players.

Please visit https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE- and click the "Report Issue" button for further assistance.

Apple and Google login issues should now be restored too.

If you are encountering either of these issues, thanks so much for your continued patience while we work to get you playing again.

Update @ 21:30 Game Time (04/03/21)

If you are encountering the message 'Error loading your profile, please contact customer support', we will provide a specific support destination shortly to provide help for this issue.

If you are seeing this error, the account is part of a very small number of accounts we referenced as likely being still unable to log in at this time - our team are continuing to work on anyone impacted by this to get you playing again as soon as we can, but this support form will make sure we are aware.

For anyone reporting their account not appearing as expected, we're also continuing to work on this issue. We will also be providing a specific support destination to resolve this issue for you as well.

Stand by for links as soon as have them.

Update @ 20:35 Game Time (04/03/21)

We are happy to report RuneScape login services are now coming back online and services should be restored for the vast majority of players.

We are aware there may be a very small number of accounts still unable to log in at this time - our team are continuing to work on anyone impacted by this to get you playing again as soon as we can.

Thanks you everyone for your patience and understanding as we got our services back online.

Update @ 20:05 Game Time (04/03/21)

Work is still continuing to restore our login services - we have no significant milestones to report just yet, but good progress is being made. We hope to have more substantial news to share soon.

Update @ 19:35 Game Time (04/03/21)

We are still working to restore services as soon as possible - we are making good progress but we have no specific updates to report just yet.

For those of you who logged in during the window where you account didn't appear as expected, we are aware of these reports and part of our ongoing work is ensuring this isn't the case once services return.

RuneScape.com is now available, though please note we are still unable to update the News section at this time - until we can, please do keep returning to this thread or our social channels for further updates.

Update @ 18:25 Game Time (04/03/21)

Our team is investigating new reports of login issues. For players currently in game, we recommend avoiding world hopping and any high risk activities until further notice.

Thank you for your patience, again!

Update @ 17.30 Game Time (04/03/21)

We're aware of reports of incorrect rollbacks and are investigating this mistake. We will share more news when it becomes available.

Update @ 16:40 Game Time (04/03/21)

Our teams are now in the process of bringing the login servers back online. However, in order to fully address the issue we will need to rollback progress for a small portion of players.

We estimate this rollback to happen at 17:00 GMT, at which time a handful of users will have their saves restored to a state from earlier today (2:15pm to be precise).

Our apologies for the inconvenience, and thank you for your ongoing patience.

ORIGINAL (04/03/21)

Hey all,

We are aware of an issue currently preventing players from logging into the game.

Our teams are investigating. We will keep you updated with any developments as soon as we're able to.