Player Support Roadmap: Latest Updates

Earlier this year we shared our Player Support Improvements Roadmap, outlining a range of changes coming in 2025. The next full update on that roadmap will be coming in mid-September, but in the meantime, we’ve seen a lot of questions from players wanting to know what’s been happening since April.

This blog is here to give you an update on several improvements that have already gone live or are just around the corner that we haven't already spoken about, with a focus on the Jagex Launcher and recent work to make Player Support faster and easier to use. We won’t be covering every item from the roadmap today but you’ll find plenty of progress worth knowing about now.

Here’s a quick look at what we’ll cover in more detail below:

Jagex Launcher

• Character switching on mobile - In progress
• Admin permissions removal - Coming Q4
• Linux support - On our radar

Player Support

• Scaper, our new AI support bot - Now Live
• Player Support live chat - Coming this quarter

Account Security

• Clearer account management - Live
• Increased usage of Account Security features - In progress

Jagex Launcher Improvements

We’ve been working to improve the performance of the Jagex Launcher. Backend optimisations have reduced latency and improved scaling during high login spikes, such as major game updates. These changes have already shown results, and we were thrilled to see there were no Launcher performance issues during the recent Varlamore update.

In our December 2024 survey, 12% of players reported that switching characters on mobile felt tedious, citing the need to log out and re-authenticate each time. We're actively working on a more seamless solution and aim to roll it out later this year.

Around 1.6% of Launcher installs run into elevated permissions issues, usually when installing on a device without admin access (like school or work computers). In early Q4, admin permissions will no longer be required for installs. You’ll be able to choose during setup:

• Install for everyone on the computer (requires admin access, same as now)
• Install for just the active user (no admin access required)

We’ve also heard from new players that they sometimes miss the fact there’s a second game available to play (RS3 or OSRS). To help with that, a new splash page will appear on first-time installs so you can choose which game to jump into.

Lastly, we know many of you are eager for news on Linux support for the Jagex Launcher. It's been under investigation for some time now, and while we're not ready to confirm anything for Linux yet, please rest assured that it's very much on our radar.

Player Support Improvements

Here are some of the changes mentioned back in April that will be arriving soon to make it easier and faster to get help.

Meet Scaper – our new AI Support Bot

On August 11, we launched “Scaper”, which replaced our current bot, “Nano”, on the Support Centre. Scaper is our new AI support bot, more powerful than Nano, and built to help you find answers fast or connect with our support team. Trained with input from our Support experts, it can help answer a wider range of questions, guide you to helpful resources, and collect key info to speed up the support process.

You’ll always have the option to speak to a team member if you prefer. Scaper is still learning, so we welcome feedback to help improve it - we'll be keeping an eye on socials, so be sure check the links at the bottom of this blog!

Launch of Live Chat

Live chat is coming this quarter, rolling out in stages. It will be available during peak hours so you can speak directly with our support team. Scaper will be the entry point for live chat. Until launch, it will open a ticket with our team instead.

Account Security

We’ve updated the Jagex Account Management site to make it clearer which authentication methods you have and to encourage stronger protection if your setup could be more secure. Also, backup codes are now available to all players, even if you’re not using the authenticator app. They’re a handy fallback if you ever lose access to your email, helping you avoid getting locked out, you can turn them on in your account settings.

We’ve built the security tools to help protect your account but we need you to use them! Your RuneScape account is worth protecting, so check out these tips and give your security settings a quick check.

Why keep your account safe?

Your account isn’t just a login; it’s your adventures, achievements, and items you’ve worked hard for. If someone gets access:

• You could lose access entirely
• They could steal your wealth, items, and valuables in seconds.
• They could use your account to break the rules, resulting in it being banned or flagged for serious offences.

Keeping your account secure protects all of that and keeps your game time stress-free.

Here are the most important ways to protect it.

Enable Multi-Factor Authentication (MFA)

• Jagex Accounts require MFA by default.
• Use an authenticator app like Google Authenticator or Microsoft Authenticator for extra security (and enable Cloud Backups for those apps!).
• If you’re still using a legacy account, enable MFA immediately — without it, anyone with your username and password could access your account.

Secure your email account

Your email is the key to your game account. If someone gets access to it, they can:

• Reset your password.
• Log in (if you have email-based codes turned on).
• Disable your security features.
• Set up rules to automatically forward all your emails to them.

Make sure to:

• Use a strong, unique password.
• Enable MFA on your email.
• Check email forwarding rules regularly.

Avoid password reuse

Many account breaches happen because players use the same password for multiple accounts. Hackers use stolen credentials from other sites to attempt to log in to game accounts.

• Never use the same password for multiple accounts.
• Use a password manager to create and store strong, unique passwords.

Stay alert to phishing

Phishing scams are designed to trick you into giving away your credentials. Stay alert:

• Don’t click suspicious links or download unknown files.
• Jagex will never ask for your password or verification codes via email or messages.
• Use your browser’s phishing filters.
• You can find out more about phishing on our Support Centre.

Check linked accounts

• Remove any linked accounts you don’t recognise.
• Ensure linked platforms (like Steam) have their own security measures enabled.

Migrate to a Jagex Account

• Jagex Accounts are four times less likely to be hijacked than legacy accounts.
• MFA is required by default.
• Attackers can’t disable your authenticator via email.

The best setup for security

1. Use a Jagex Account.
2. Protect your email with strong passwords and MFA.
3. Enable authenticator app codes.
4. Enable Cloud Backups for your authenticator apps
5. Keep email-based codes on (only if your email is secure).
6. Store backup codes safely.

We've also sent some players security tips via email, and we’re working on login activity alerts if suspicious behaviour is detected. Always navigate to your account settings manually rather than clicking links in emails.

We've noticed that many recent login issues are linked to players using VPNs. We recommend disabling VPNs while playing to avoid connection problems. While VPNs themselves aren’t blocked, many are associated with hosting providers commonly used by malicious actors. This means legitimate players may be unintentionally blocked or rate-limited if they share an IP with flagged users. Disabling your VPN is often the simplest way to resolve these issues.

That’s everything we’re ready to share today. While this update focuses on recent and near-term improvements to the Launcher, Player Support tools, and account security, the larger Player Support roadmap remains in progress. You can expect the next full roadmap update in mid-September, which will cover progress on all areas we outlined back in April, along with details on what’s next.

In the meantime, we’d love to hear your thoughts on the changes covered her, especially feedback on Scaper once it launches, as this helps us fine-tune our work. You can share feedback on the 2007Scape subreddit, the Steam forums, or the official OSRS Discord.

Thanks for your patience and for helping us keep improving!

The Old School Team.