I absolutely agree with you peepoShocked. Having been a member for many years, I can attest to the drop in customer service. If you actually get ahold of someone (good luck), they know nothing about chess and and you get a generic customer service answer like......."I will refer that problem to someone else." I just made another post that I've noticed that they have slacked on catching cheating players lately as well. Really disappointed in Chess.com right now. Seriously thinking about Lichess only if they don't up their game. Pretty sad when a completely free site is almost better than Chess.com.
Support has gotten a lot worse
Sort:
Dec 26, 2024
0
#3
AuroraSentinel wrote:
Their bot support sucks.
It cant help me and I cant contact an actual human support
In the support tool be sure to be very specific on what you need and provide all pertinent details. If the tool does not provide an answer that fixes your situation and doesn't offer to open a ticket the try something like contact an agent
Dec 26, 2024
0
#4
2025Chess2025 wrote:
Look at their diamond membership. They only care about money. A person has to pay 10/month if they get a single diamond, but they allow groups of four to get 4.17 per person. They only care about the mighty dollar, not the individual chess player who wants to improve. Look at the prices, do the math and compare. https://www.chess.com/membership?c=navbar
The Friends and Family option is newer but it's not really any different than buying products in bulk and getting lower per unit pricing.
Martin_Stahl schreef:
AuroraSentinel wrote:
Their bot support sucks.
It cant help me and I cant contact an actual human support
In the support tool be sure to be very specific on what you need and provide all pertinent details. If the tool does not provide an answer that fixes your situation and doesn't offer to open a ticket the try something like contact an agent
Ive just opened posted a topic about this. ITS IMPOSSIBLE to get in touch with a human. That contact an agent button in the AI chatbot box doesnt even work. After you click contact a live agent you get a respons from the AI bot that someone will reach you within 1-3 days. Ive been waiting for 1 month now. Disgusting.
Dec 28, 2024
0
#6
2025Chess2025 wrote:
The bulk analogy is faulty. An individual only needs one account. Things like toilet paper, canned food, and pens an individual can make use of in bulk. If someone pays $50 for a year with no refund if they want to cancel, chess.com still gets $200 per 4 members. The individual shouldn't be punished 2.5 times the monthly cost.
That feature isn't meant for multiple people to make separate payments but primarily for a family. How it would work with friends would be up to them how they handle the potential of one of them to no longer participate.
Jan 26, 2025
0
#7
AuroraSentinel wrote:
Martin_Stahl hat geschrieben:
AuroraSentinel wrote:
Their bot support sucks.
It cant help me and I cant contact an actual human support
In the support tool be sure to be very specific on what you need and provide all pertinent details. If the tool does not provide an answer that fixes your situation and doesn't offer to open a ticket the try something like contact an agent
I did. They sent an email sending their "sincerest apologies". And thats it. No chat, no nothing.
Did it say you would receive a response in a certain number of days?
Jan 26, 2025
0
#8
peepoShocked wrote:
Chess.com Support is suddenly terrible, you used to be able to email the support team and someone would reply to you swiftly and the team was always friendly and helpful (unlike the other leading chess website's support team), Anyways now chess.com no longer has a support email and you have to use the stupid AI bot that makes you ask the same question over and over again and there is no way to connect with a live agent??? very disappointing (update I got connected to a human after a day, who was very helpful, but still they should have an email option)
Agreed, support is very bad. That is why it took 20 days for one of my support questions to go through
same here cant get a mod help me with my main account its been closed for stalling i can't get with an actual person talk about it and they say if wont to reopen it i have to let them know but cant let them know because there is not an actual person i can talk to and the emal dose not work anymore just this dumb AI that sucks
Mar 19, 2025
0
#10
Bodiejumper1 wrote:
same here cant get a mod help me with my main account its been closed for stalling i can't get with an actual person talk about it and they say if wont to reopen it i have to let them know but cant let them know because there is not an actual person i can talk to and the emal dose not work anymore just this dumb AI that sucks
You should be able to get a ticket opened. After explaining the situation fully, if it doesn't offer to contact staff, try something like Contact an Agent
were is the button for Contact an Agent and what ticket i dont see nothing your a mod cant you help me or give me a chess.com acoount off a mod that can help why is its so hard its just unreal that's what it is every time they make an update or a change on side it makes it worse why can't i just give you a name off the account and you can help me out but no cant be that easy never is
Mar 19, 2025
0
#12
Bodiejumper1 wrote:
were is the button for Contact an Agent and what ticket i dont see nothing your a mod cant you help me or give me a chess.com acoount off a mod that can help why is its so hard its just unreal that's what it is every time they make an update or a change on side it makes it worse why can't i just give you a name off the account and you can help me out but no cant be that easy never is
It's not a button at first; you would type it in.
Moderators don't have access to the support system.
Jun 19, 2025
0
#13
I tried to get a hold of someone human, having an unreasonable bot as the ONLY option for PAYING customers is just so disrespectful. Why should I keep subscribing?
Jul 20, 2025
0
#16
Chess_Nerd_Lad wrote:
Yeah Chess.com just sucks now, they change their UI for no reason to something worse, they made the find friends search bar not work, the support is the dumbest bot ever similar to epic games support. At least lichess keeps themselves the same and allows a developer to give OPTIONAL adons that you can try.
True.
Jul 21, 2025
0
#17
Their support is terrible and their AI agent is underwhelming. I tried to DM two different mods directly and neither followed up. I will not be renewing my diamond membership.
Jul 23, 2025
0
#18
I'm really frustrated with the lack of proper support. It's surprising that there's no direct support line, and the AI assistant hasn't been helpful at all — it's one of the least effective I've encountered. This has been a very disappointing experience with your company. I guess I should learn how not to run a site from you
I just tried to report a bug with a feature I noticed doesn't show on Android, via app or mobile Chrome browser. First via the in-app support, but it told me to use the "Report a Bug" button and auto-closed chat. The button was very non-responsive.
So I tried email. Email with screenshots attached got stuck in outbox. So I sent an email without attachments. Immediately received a reply email that directed me back to the stupid AI.
Once I repeatedly told the AI the freaking report a bug button was broken, it finally allowed me to list a message and attach just one single screenshot, then told me a developer would contact me if further assistance was needed. Then it automatically closed my chat. If I wanted to send another screenshot, I had to repeat the same process all over again.
I get likely being back logged by priority support ticket queue; but holy hell, like at least allow someone to log a ticket number via email, send related photos, and then you can prioritize it however you deem fit. Relying completely on very limited AI is such a freaking joke. Software is notorious for breaking. Its especially ridiculous when you try to report a bug with that unreliable software, especially when the seemingly broken software is the supports own advertised "report a bug" feature.
Nov 20, 2025
0
#20
I'm running into the same problem trying to report a bug. The AI continuously blames all the problems on me and my computer and my connection, even though i'm running Fios which is a direct fiber optic connection to the internet. For some reason today I keep getting auto-resigned in games, it says 'game-abandonment' on my end even though i'm actively playing and never once exited the game or pressed the resign button. I had a good chance to win or at least draw my previous game yet was 'auto-resigned' from a decent position with 2:04 left on the clock and my opponent only had :34 seconds left, yet I lost because I 'abandoned the game', which happened the very second I moved my king away from check. Moved my king to the adjacent square and the moment I let go the mouse the game was over.
Reporting this bulls**t has been more frustrating than it actually happening. Nobody to talk to, just some worthless AI which throws you into a never ending circle jerk of 'help' articles. I'll write an email directly, but I highly doubt I will hear anything back. I have almost 700 games in the past two months and until today have never had this happen.
Chess.com Support is suddenly terrible, you used to be able to email the support team and someone would reply to you swiftly and the team was always friendly and helpful (unlike the other leading chess website's support team), Anyways now chess.com no longer has a support email and you have to use the stupid AI bot that makes you ask the same question over and over again and there is no way to connect with a live agent??? very disappointing (update I got connected to a human after a day, who was very helpful, but still they should have an email option)