Account banned

My account got banned because all my passwords leaked and someone else took over my account. I got an email saying that I am accused of cheating and that I need to create a new account, and that all existing memberships will be transferred to the new account. However, that was not the case and now I cannot use my membership and in fact, it says that I have never bought one (apple subscriptions says otherwise). On top of all of this, the stupid AI bots cannot help me with this and there is literally no real person I can talk to. SOMENONE HELP PLEASE

They set up this new account for you when you answered their email and promised you wouldn't cheat any more.

They don't transfer premium memberships for accounts closed for fair play violations. Sorry.

I think you are all set.

Good luck.

But the email was so vague that I thought making a new account would just be the easiest way to keep playing. I've paid for the membership for 2 years and never had any violations.

I'm sorry, that sucks. But the forms probably aren't the place to find help from chess.com staff. It's just a bunch of chess players here chatting about whatever. What I would recommend is gathering all your evidence that it wasn't you who cheated and that you got hacked so that you can email it to support@chess.com

Best of luck

hi

the phone number for support is 800-318-2827 if you want to try that

I'll give that a try. Thank you!

I couldn't find it on their website but I found a person in the forms from 2y ago who said they called it and got their problems fixed

might not work, a comment on the old post from February this year says it told them it's not in service. it might be worth a shot though

That support@chess.com email is no longer monitored. I have never heard of that phone number.

The only way to contact support currently is via the link https://chess.com/support

Getting past the AI bot can be a challenge but you can do it.

ty justbefair, I couldn't find a way without bots on chess.com's website and was just going off of old forum posts that people said had helped them. didn't know if they still worked but figured worth a shot

Okay I think I got this thing moving forward. I just kept telling the bot that I need to talk to a real person and I need more help. Finally Chessica gave up and said I'll be contacted by the team in 1-4 days. Thank you guys, hopefully I find a solution to this issue!

He has definitely tried that already.

just giving advice I found online