Lost game after being disconnected, what to do?

Hi,

Yesterday, I lost a game I was winning (3 more pawns in the end game) because when I tried to play my move, I was told all of a sudden I was no more connected. Of course, I ended up losing on time. I was playing on the Android app at my desk, so no reason for my phone to suddenly lose connection. Maybe it came from the server itself, I don't know.

However, that cost me a total of 16 points of rapid rating (lost 8 points instead of gaining 8) so I opened a ticket to the support (via the mobile app > Report Problem > Contact Us > Technical Problems) to know if they could do something. No answer so far. Is it (opening a ticket as I did) the right thing to do or is there a better way to handle that kind of thing?

The game:

https://www.chess.com/game/live/96141954393

Thanks in advance for sharing knowledge.

hi, share the game with the support team, if the problem is due to the app they will refund you the lost points

Thanks for your answer. So the way I did it (via the mobile app > Report Problem > Contact Us > Technical Problems) is the right way? Nothing more to do, just wait?

yes, wait