Both of you have to be logged in to the live server for it to work. It's not enough to just be logged in to chess.com. Hope that helps. Here's an article; live is in the second part:
https://support.chess.com/customer/portal/articles/1444882
help plz
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why i can't play with my friends with live chezs.. i invited one of my friend..but cant play with him..the system says my friend isnt available in live chess but he is online..anyone can help us?..