Jagex Details Major Player Support Improvements For RuneScape In September Roadmap Update

Jagex checked in with RuneScape players in a September Player Support Roadmap. It highlights progress made since the initiative’s launch earlier this year, emphasizing commitment to improving support services, account security, and anti-cheating measures for the free-to-play MMORPG.

Guided by player surveys, the team said they focused on clearer communication, revamped Contact Forms with a My Requests feature, and feedback for in-game cheating reports. Jagex acknowledged ongoing pain points such as the need for real-time live chat support, faster response times, improved ban appeal transparency, and more flexible account recovery — all of which are slated for updates later in 2025.

The team has doubled the size of its Player Support team, aiming to achieve 48-hour ticket response times by year’s end. New features include the Single Point of Contact tracking system, AI assistant Scaper (which has handled 22,000 chats at 70% satisfaction), and major improvements to the ban appeal process with two human-reviewed stages and clearer explanations for denied appeals. Security efforts have also been bolstered with improved 2FA processes, better session controls, and a 90-day launcher logout extension.

In combating cheating, Jagex deployed refined bot detection models, mass bot bans, and stricter penalties for Real World Trading to deter gold buying. Live Chat support is expected to soft launch within weeks, beginning with payment issues before expanding to account management and technical support by late October. The team is also improving platform accessibility with Mac native builds, Linux launcher exploration, and mobile character switching before year-end.