Locked Out of My Main Account "kingdasher" – Diamond Member – No Access or Support

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Kellej2

Hello,

I urgently need help recovering access to my main Chess.com account, kingdasher, which I’ve had for over 15 years. I am a Diamond Member and have been actively playing on that account until recently. Despite being a paying member, I’ve found no way to regain access.

Here’s what happened:

I was suddenly logged out of the account for reasons unknown.
I tried to reset the password, but I cannot proceed because my country is not listed in the phone verification drop-down menu.
When I attempted to sign in using my Google account, it created a new account instead, and I’m now stuck with this secondary one.
Both accounts appear to be tied to the same email address, which is causing confusion.
My original account “kingdasher” is still active and visible (showing as offline for 7 days), but I have no way of accessing it.
Here’s the public link to the account:

https://www.chess.com/member/kingdasher
I reached out through the support chat, but it was handled entirely by bots. There's currently no way to reach a human agent, which is very frustrating – especially given that I’m paying for the Diamond membership on the locked account.

Please, I urgently need help regaining access to my main account. I can verify my identity or provide any other information required. I’ve been a loyal member of the Chess.com community for many years, and I’m really hoping someone from the team or a moderator can assist.

Thank you in advance for your help.

Warm regards,
Jerry

justbefair

That Kingdasher account says it was opened on July 4, 2025.

The one you are posting on says it was opened in 2009.

Kellej2

The one you are posting on says it was opened in 2009.

The kingdasher one was open in 2029, and it was a diamond member. 

I do know how this cam about

Cwsinclair
Yeah it doesn’t make sense
Cwsinclair
Maybe some one hacked you…
Kellej2

Yes and no way to get human support, only bots, which will not help to get a human for you. At this stage, chess.com is taking money from me for being a diamond member. and I'm not getting anything from it.

Kellej2

Thank you — I appreciate the thought. I’ve considered that possibility, but I don’t believe it was a hack.

The account is still active and publicly visible, with no unusual activity — it just shows that I’ve been offline for several days. What seems to have happened is that when I attempted to log in via Google (to recover access), it automatically created a new account using the same email address. That’s the account I’m now using to post this message.

Unfortunately, the password reset system doesn't work for me either, because my country is not listed in the phone verification step. I've tried everything I can through support chat, but there is no option to speak to a real person or submit a ticket.

I’ve had the “kingdasher” account for over 15 years and I’m a Diamond Member, so I’d really appreciate if a Chess.com staff member or moderator could help escalate this to the right team. I'm more than happy to verify my identity or provide any needed details.

Thanks again to anyone who can help.

justbefair

I have forwarded your problem to people in Support. As far as I know, it wouldn't have created a second account for you using the same email address.

I have tried the Support AI numerous times and I assure you that it is possible to get in contact with human support. If I were you , I would keep trying.

AGC-Gambit_YT
Kellej2 wrote:

bla bla bla

bro please do not spam the same thing twice

Kellej2

Thanks, @justbefair — I really do appreciate your help in forwarding this to Support.

Just to clarify: I’ve actually been trying the AI chat daily since I was locked out, and each time I’ve asked to be connected to a human agent or submit a ticket, it either looped me back to preset answers or said that the chat was closed.

So while I don’t doubt that it’s technically possible, it certainly hasn’t worked for me — and I’ve been very persistent. That’s why I eventually turned to the forum, and I’m very grateful that you’ve taken the time to get it in front of the right people.

I’ll continue trying through the AI in the meantime, just in case something changes. Thank you again for your understanding and support.

Warm regards,
Jerry

monkey-armory

This is really weird I truly hope that you are able to sort it out.

AsFastAsPiecesWillGo
Kellej2 wrote:

Yes and no way to get human support, only bots, which will not help to get a human for you. At this stage, chess.com is taking money from me for being a diamond member. and I'm not getting anything from it.

Exactly. I tried signing up for their 50% off summer deal, and I couldn't get my account activated until after July 6 when it ended. I couldn't get support to help me either. Why on earth would they do a short sale like that when they know it was July 4 in the USA and people would be camping and celebrating the holiday?

That-one-bishop

This has happened to me before still trying to get into my real account.

ucscparakat
Kellej2 wrote:

Thanks, @justbefair — I really do appreciate your help in forwarding this to Support.

Just to clarify: I’ve actually been trying the AI chat daily since I was locked out, and each time I’ve asked to be connected to a human agent or submit a ticket, it either looped me back to preset answers or said that the chat was closed.

So while I don’t doubt that it’s technically possible, it certainly hasn’t worked for me — and I’ve been very persistent. That’s why I eventually turned to the forum, and I’m very grateful that you’ve taken the time to get it in front of the right people.

I’ll continue trying through the AI in the meantime, just in case something changes. Thank you again for your understanding and support.

Warm regards,
Jerry

The chat bot will not end a conversation if it cannot help you and a live agent is not available... it will pass the conversation on and tell you to expect an email.

ucscparakat
AsFastAsPiecesWillGo wrote:
Kellej2 wrote:

Yes and no way to get human support, only bots, which will not help to get a human for you. At this stage, chess.com is taking money from me for being a diamond member. and I'm not getting anything from it.

Exactly. I tried signing up for their 50% off summer deal, and I couldn't get my account activated until after July 6 when it ended. I couldn't get support to help me either. Why on earth would they do a short sale like that when they know it was July 4 in the USA and people would be camping and celebrating the holiday?

The sale didn't start that weekend. You just waited too long.

AsFastAsPiecesWillGo
ucscparakat wrote:
AsFastAsPiecesWillGo wrote:
Kellej2 wrote:

Yes and no way to get human support, only bots, which will not help to get a human for you. At this stage, chess.com is taking money from me for being a diamond member. and I'm not getting anything from it.

Exactly. I tried signing up for their 50% off summer deal, and I couldn't get my account activated until after July 6 when it ended. I couldn't get support to help me either. Why on earth would they do a short sale like that when they know it was July 4 in the USA and people would be camping and celebrating the holiday?

The sale didn't start that weekend. You just waited too long.

I didn't wait, I couldn't get my account activated. But I just created this account and it got activated immediately.

ucscparakat
AsFastAsPiecesWillGo wrote:
 

I didn't wait, I couldn't get my account activated. But I just created this account and it got activated immediately.

Ah. It happens, I had a hard time with mine too. I didn't get the confirmation email, and every time I hit "resend" I got an error message.

AsFastAsPiecesWillGo
ucscparakat wrote:
AsFastAsPiecesWillGo wrote:
 

I didn't wait, I couldn't get my account activated. But I just created this account and it got activated immediately.

Ah. It happens, I had a hard time with mine too. I didn't get the confirmation email, and every time I hit "resend" I got an error message.

I am talking about that in relationship to the 50% off summer deal. It was ill timed. July 4 is a significant holiday in the states. People go camping and are on vacation. They should have run the sale at least to July 11 so we could get these things straightened out. If you try to get your account on Friday, they often don't reply till Monday and that was after the the sale ended.

But I couldn't even get my account activated to be able to contact customer support.