Hello everyone,
Thanks for bearing with us over the course of today as we worked towards getting a more substantial update on the Log-In Error situation that's still affecting some of you.
Our teams have been working through the night and today to get everyone playing again as soon as we can. Right now, this is the number one priority for the RuneScape team.
The Issue
If you are seeing the message 'Error loading your profile, please contact customer support' upon log-in, your account is currently impacted by a technical issue that occurred with one of our log-in servers.
While we've since been able to restore this server, we are not yet able to move impacted accounts out of this stuck state.
Timelines
Our team will be working around the clock and throughout the weekend to provide a resolution. We will communicate any key updates as they happen.
We want to be as upfront with you as possible: based on today's investigative work, we expect this to run into the weekend and early next week. We completely understand how frustrating this will be to those effected and we sincerely apologise.
We will do right by anyone impacted by this downtime, but currently our sole focus is getting those affected back playing.
What Should I Do If I'm Unable To Log-In?
If you haven't already done so, please visit this page and submit a ticket. This ensures you'll receive email updates on the status of the issue, and our Player Support team will be in touch as soon as possible.
https://jgx.game/UnableToLogin
Monday's Game Update
We have made the decision to postpone Monday's Game Update in order to pour all our efforts into resolving this issue.
To reiterate, our absolute priority is restoring access for all players. As soon as we have a new release date, we'll let you know.
A Final Note
Just to close, we really do appreciate your continued patience and understanding. Please know the team are working flat out to make this right, and we'll keep you updated.
Back with more soon,
- The RuneScape Team