Hey @fish-bag 👋
Ugh, I get your frustration here—nothing more exhausting than going in circles with a support bot, especially when you've already done what it keeps telling you to do! 😩 You're not alone—I've seen a few folks run into similar issues when trying to get help for older games or account info.
On Issue #1 — You're right: if the games are in your archive and visible in your history/stats, they should be accessible in the Game Explorer. It sounds like something’s up on the back end, especially if the bot finally gave up and passed it to a human agent. Hopefully, that means a proper fix is on the way. 🤞
On Issue #2 — The outdated email autofill sounds like a bug with the support system interface. If updating it on the main site worked elsewhere (settings, login recovery, etc.), but not in support, that’s a problem on their side. You're doing everything right—it’s just the system being stubborn.
In the meantime, if you haven’t already, I’d recommend doing one of these just to cover all bases:
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Open a fresh support ticket and only focus on the email issue—sometimes a new ticket hits a different queue.
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Or, send a message directly through https://support.chess.com/customer/portal/emails/new with your current email typed manually into the message body, just to make sure the agent sees it.
Hoping you hear back from a human soon—it’s overdue! Hang in there, you’re not alone in this chess maze 💬♟️
The problem with using a bot (AI, but not so I) to interact with customers (yes, I am a paying customer, for now) is that it just keeps repeating the same information and instructions, while telling me to input more detail. A human would know not to do that.
Issue 1: I took a break from chess for a few years. Trying to play again on chessdotcom, mostly daily. The game explorer will show my recent games, but none of the ones from before. The games are there, in my history, and even correct, inclusive stats, but explorer won't access them. The supportbot keeps saying that it will, and figures that either I'm talking about games missing from my archive (I'm not; they're there) or assuming the explorer won't index my old games because of game length, non-human opponents, thematic setups, or some other reason. That's not the case, because it isn't including *any* of my many old games which are not "recent". I finally convinced it of that, it conceeded that there might be a technical problem, and connected me to human help. Well, rather it let me leave a message for an agent and said that they will get back to me in 1-4 days.
One issue in queue for resolution, BUT issue #2 - the support platform keeps going back to an old, abandoned e-mail address that I already changed. Notifications do go to the correct one every day, its just support that won't use the current one. It keeps saying that the reply to my first issue will go to the old, defunct e-mail account. Its right on the screen - it asks for my e-mail address, but auto-fills the box with the old one and won't let me change it there. If I keep saying that it is wrong, the supportbot keeps telling me how to update my e-mail *which I have already done* successfully for every other part of this site besides 'support'.