I also emailed them 1 Feb over the 30 day money back guarantee as I accidentally bought the diamond membership for a year after my free membership ended and they haven't answered yet. I hope they answer soon because I need the money rly badly..
Support response time
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Feb 5, 2021
0
#3
EFATO wrote:
I emailed support about a tournament game issue on 31 Jan (five days ago) but still haven't gotten a response. Is this normal? I'm concerned that the tournament round may be over before the email gets looked at.
The site has a backlog of tickets and continues to receive a high number. It could take up to 12 days to be contacted.
EFATO wrote:
still waiting...
Did you not read Martin's reply ?
Feb 9, 2021
0
#8
Did you not read Martin's reply ?
sure - he said up to 12 days, and today is day 10.
Apr 22, 2021
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#9
More than a month now on a separate request. Have cancelled my Diamond membership.
Apr 22, 2021
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#10
I think the staff is short handed. Could take time to get a response. Many users hit them up for one thing or another. Be patience 
Apr 22, 2021
0
#11
EFATO wrote:
More than a month now on a separate request. Have cancelled my Diamond membership.
A month is unusual. It's possible something got missed.
Apr 13, 2023
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#12
ffrusik wrote:
I bought the diamond subscription, after the 7 days trial, the money is gone from my bank account, it worked 1 day and then I received the message that my subscription has been cancelled/expired. I contacted them, but I assume they will not answer me in days
You should get a reply in a few days.
i tried the 7days trial diamod sub, and then without any notification that i was charged, i got money gone from my bank accout. Zero reminder or info that i will get charged 120$. After the transaction i just got a receipt on my mail. I send a ticket to the support, but no respond yet after 3 days ;/ Can i see my "case" or confirmation of the ticket i sent to chess.com support via their site anwhere?
Jun 4, 2023
0
#14
amerykanskijezz wrote:
i tried the 7days trial diamod sub, and then without any notification that i was charged, i got money gone from my bank accout. Zero reminder or info that i will get charged 120$. After the transaction i just got a receipt on my mail. I send a ticket to the support, but no respond yet after 3 days ;/ Can i see my "case" or confirmation of the ticket i sent to chess.com support via their site anwhere?
It's not possible to see your ticket, as far as I'm aware but they should get back with you soon. That said, the trial offer states that it will automatically charge at the end of the trial.
I emailed support about a tournament game issue on 31 Jan (five days ago) but still haven't gotten a response. Is this normal? I'm concerned that the tournament round may be over before the email gets looked at.