# Unexplained Payments

We hope you enjoy the subscription or micro transaction you recently purchased for one of our games. If you have queries about any payments made to Jagex Games Studio, please follow the steps outlined below:

### Unexplained Payment <a href="#unexplained-payment" id="unexplained-payment"></a>

If you do not recognise a payment that has been made to Jagex Games Studio, please ask members of your household if they used your card to make the payment.

If you are still unable to explain this payment, please visit our payment help area [here](https://support.runescape.com/hc/en-gb/articles/206827535).

When contacting us, you will also need to provide the following information, so that we can ensure you receive a fast response.

**You are not a customer of Jagex**

Please provide the following:

* The first 6 and last 4 digits of your card. Please **DO NOT** email the full card number.
* The card holder's name, as shown on your card.
* The value and currency of the payment that was made with your card.
* The date the payment was taken.
* Any emails you received about this payment.

**You or a member of your household are a customer of Jagex**

Please provide the information listed above, with the following addition:

* The account's Display Name or Login name/email address.

We endeavour to answer all queries within 48 hours; however, this may take longer during peak periods. Thank you for your patience.

### Queries regarding multiple payments that have been made <a href="#queries-regarding-multiple-payments-that-have-been-made" id="queries-regarding-multiple-payments-that-have-been-made"></a>

If you have any questions about multiple or duplicate payments that have been made on your account, please visit our payment help area [here](https://support.runescape.com/hc/en-gb/articles/206827535).

When contacting us, you will also need to provide the following information, so that we can ensure you receive a fast response.

* Your account's Display Name or Login name/email address.
* The first 6 and last 4 digits of your card. Please **DO NOT** email the full card number.
* The card holder's name, as shown on your card.
* The value and currency of the payment that was made with your card.
* The date the payment was taken.
* Any emails you received about this payment.

We endeavour to answer all queries within 48 hours; however, this may take longer during peak periods. Thank you for your patience.


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