URGENT: Diamond Member Locked Out of Account “kingdasher” – No Human Support Access

Hello Chess.com team and moderators,

I’m a long-time Diamond Member (15+ years), and I’ve been locked out of my original account: "kingdasher." I was suddenly logged out and cannot reset the password because the phone number verification step fails—my country is not listed in the drop-down menu.

When I tried to log in via Google, it created this new account instead of recovering the original one. Now I’m stuck with this duplicate account, and both accounts seem to share the same email, making recovery impossible.

I’ve tried Bob Chat multiple times, but there is no way to speak with a human or submit a support ticket. Even as a paying Diamond member, I’ve received no help — and this is extremely distressing.

Here is the link to my original account profile:
🔗https://www.chess.com/member/kingdasher

I can provide any details or ID to verify ownership. I am posting from this secondary account because I cannot log into the real one.

@PeterDoggers @Pruess @Staff — Please escalate this. I have no other way to contact Chess.com and desperately need access to my account.

Thank you,
Jerry

That account, @kingdasher was opened on July 4th of this year.

The account you're posting from is the 15+ year old account

Hi @Martin_Stahl— Thank you for taking the time to reply.

I believe there may have been a misunderstanding between the two accounts.

The account I’m posting from now was created on July 4th, the same day I was unexpectedly locked out of my original account: @kingdasher. When I tried logging in via Google, instead of recovering the original, it created this new account — which I never intended.

The @kingdasher account is the one I’ve had for over 15 years. It had:

An active Diamond Membership
Dozens of ongoing games and tournaments
Many friends added over the years
Now, when you view that profile, it shows:

No current games
No friends
No Diamond badge
And that the account has been idle for 7+ days
That sudden inactivity exactly matches when I lost access. I'm also no longer receiving any notifications or emails from that account.

The fact that @kingdasher no longer shows a Diamond badge is puzzling — but I was definitely a paying member on that account. I suspect that since I was locked out, the system either deactivated the status temporarily or there’s a display issue due to the overlapping email address.

I would really appreciate it if this could be escalated to someone who can verify the account ownership and help me recover access. I'm more than happy to provide ID or any other information needed.

Sincere thanks again,
Jerry

@kingdasher is a new account.

The account your posting from is old

bro what are you on? Martin_Stahl has clearly told you that this account is 15 years old and kingdasher is new, what is your problem dude?

also this is not urgent, only 5 posts lol

Hi @Martin_Stahl— Thank you again for responding.

I’m afraid I must respectfully disagree. The @kingdasher account is absolutely not a new account—it’s the one I’ve used for over 15 years. I had hundreds of games played, was entered in multiple tournaments, had many friends, and was on an active Diamond Membership subscription.

The account you're seeing now may appear “new” because:

It shows no friends, no games, and no membership status
It’s been completely idle since I was locked out
I believe the system has detached or hidden some of its data due to the log-in failure or the fact that my Google login created a second account using the same email
The account I’m currently posting from—which you say is 15 years old — is in fact the brand-new one created on July 4th, the very same day I lost access to the real kingdasher account.

This is a very serious situation for me, as I’ve invested 15 years, a paid membership, and a great deal of personal time into that account. I’m not trying to create confusion—I’m simply asking for help to regain access to my legitimate, long-term account.

I’d appreciate if this could be escalated internally to someone who can look deeper than just surface metadata. I'm happy to provide verification of identity, payment records, or any other details to assist.

Thank you kindly again,
Jerry

Hi @AGC-Gambit_YT — I understand how it might look on the surface, and I appreciate you jumping in, but let me clarify:

The reason I’m pursuing this so persistently is because I know, without any doubt, that @kingdasher is the account I used for over 15 years. I was playing regularly in tournaments, had many friends, and had a Diamond Membership. I only lost access on July 4th, and on that same day, when I tried to log in via Google, this new account was accidentally created using the same email address.

So even though the system may now show that @kingdasher looks new, I can confirm from personal use and payment history that it was the long-term account. The data mismatch is likely due to something going wrong with the login process — and that’s exactly why I’m trying to get this properly reviewed.

I’m not here to cause trouble or argue — I’m just trying to get help recovering access to my long-standing account. Thanks for understanding.

Hi again @AGC-Gambit_YT — I appreciate that you took the time to reply, but I’d just like to clarify something:

The number of forum posts doesn’t define whether something is urgent. For me, this is urgent—I’ve lost access to a 15-year-old Chess.com account with a paid Diamond membership, dozens of active games, and years of history.

I understand that from the outside, it might look like a simple mix-up, but I can assure you it’s much more complicated than that. I’ve already tried all the normal support channels—including Bob chat—with no result. That’s why I’ve posted here in good faith, hoping a moderator or staff member can help escalate it properly.

Thanks for your understanding.

maybe someone usurped the account?

was it inactive for more than 3 years?

this is the only viable explanation.

The account creation date is 2025 and the one you're posting on is 2009

maybe a visual bug?

No, it's not a visual bug

Hi @Martin_Stahl— Thank you again for following up and checking the dates.

I can say with certainty that the account I’m currently posting from was created on July 4th, 2025—that’s the exact day I was unexpectedly logged out of my real account. When I attempted to sign back in using Google, it automatically created this new account (which I never meant to create).

The @kingdasher account is the one I’ve used since around 2009. It had a Diamond membership, ongoing games, tournaments, and many friends. I was active on it daily right up until the lockout.

What likely happened is that both accounts ended up connected to the same email address, and the system is now confusing the creation dates—possibly assigning the older data to this newer, accidental account.

Thank you again for your time. I really appreciate your efforts in getting this in front of Support.

Warm regards,
Jerry

f anyone here happens to know someone who works directly with Chess.com Support—someone who handles account access issues—I’d really appreciate it if you could share their username so I can try messaging them myself.

I understand they may be busy, but after trying all the official channels (including the bot and email), I’ve had no real support or follow-up. I’d be very grateful for any help pointing me in the right direction.

Thank you again,
Jerry

Just to point something else out:

Isn’t it strange that both the @kingdasher account and the account I’m using now (@Kellej2) show:

No active games
No friends
And that @kingdasher hasn’t been online since July 4th—the exact date this @Kellej2 account was created?
Both accounts also show the same country — Ireland — which further confirms they’re linked to me. The real account is clearly @kingdasher, which I had been using daily for 15 years, with a Diamond membership, active games, and many friends—all of which are now missing.

This isn’t just a coincidence. It strongly suggests that the system created a new account when I tried to log in, and in doing so, left me locked out of the original.

I hope someone at Support will look at this more closely.

I've already referred this to staff and it's likely you have a third account with the premium that's been a member for a while. There's no way for what's being seen with the two accounts to match your description.

@Martin_Stahl

Thanks for the follow-up, but I’m 100% sure there isn’t a third account.

The account I was using every day — right up until July 4th — was @kingdasher. That’s the one that had:

A Diamond membership
Ongoing games
Tournament entries
And many friends
I’ve had that account for over 15 years. On July 4th, I was suddenly logged out, and when I tried logging back in via Google (linked to the same email), it created this @Kellej2 account instead.

Since then:

@kingdasher has shown no activity
This account was created on the exact same day
Both accounts now show no games, no friends, and same country (Ireland)
If there were truly a third account, I’d be open to that possibility — but I have no access to or knowledge of any other account, and I’ve only ever used @kingdasher before this happened.

So with full respect, the explanation doesn’t match my experience — and something clearly went wrong at the login/account level. I would be very grateful if someone could look deeper based on this timeline and the facts.

Best regards,
Jerry

Hello

Options:
1. A glitch on the site and Google
2. Account theft with its subsequent renaming
Primary solution:
Please remember which of the players You played with on a real account, then find it and see how this (these) games are displayed.

Haven't seen anything like this before. Hope you get your account back.