[atah cohen]

Hello,


I’m the main owner of my RuneMate account and I still have full access to the email linked to it. In the past, I was able to log in using a code that was sent to my email, but now I’m not receiving anything. Because of this, I can’t log in at all.


Can you please check why the email codes are not being sent, and help me access my account again? It feels very unfair to lose my account when I clearly have the email address that proves I am the owner.

 

[american express]

Backup codes are required if you are locked out of your RuneMate account.

They can be found at Account ManagementIf you are locked out of your account you must use these to regain access.

We cannot restore access to accounts who do not have access to their backup codes.
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If you are prompted for a "One time password" (OTP) when logging in to RuneMate, but you don't remember it, then it means that at some point you had set up two factor authentication using a mobile authenticator app. At this time you were also presented with a very scary message that said you needed to save a set of backup codes or you would be locked out of your account. Since then you may have lost the app, gotten a new phone, etc. and have since just resorted to using an alternate method like having it sent to your email. You did not delete the app OTP that was set on your account. We now only allow email OTP if you do not have an app authenticator set up.Are you 100% sure you never set up an app authenticator?

You may truly believe that, but we can guarantee that you did. No worries. You listened to that very scary message and saved your backup codes right? You can use your backup codes to login to your account and update your OTP options and/or reset your password with it.

Didn't listen to the very scary message and don't have your backup codes?

Unfortunately, your password and OTP is how you verify ownership of your RuneMate account. OTP wouldn't be much use if you could bypass it right? You can register a new account, and be sure to listen to that scary message about backup codes if you choose to set up app OTP again.