Why Chess.com can't unlock my phone after being lockd from them????

To chess.com staffs who may concerns:

I did send an message to help & support at first place which i didn't get what i expected as it worst it seems more confusing to me from your replied, I have few questions on here. Thx :

1. They didn't told me will going to unlocked my phone or not ? Or perhaps they actually don't know how to unlocked?
2. I tried many times to reinstall your chess.com app from my phone but seems still telling me my phone has been locked by chess.com.
3. You created this app because was supposed wants us more convienient on  the go playing our games, right? As i am sure nowadays more than 60% members is using your app & phone's etc playing their games. Not many ppl would have time on computer 24/7.
4. Recently, I've had send two messages to support seems both of their replied none of them willing to help....quiet frustrated. 

Sorry no offend on here, may i ask does chess.com only has kohai who are really real working and willing to contributing herself ? I just telling my thought and PLEASE tells me my phone will unlock it or not or your site have no idea how to unlocked after being locked. Do i need to hopelessness cancel my account. PLEASE DON'T IGNORED US. 

Best Regards

iONE x

By the way, Ione is not a novice when it comes to technology, and she if right about the importance to your sit to support mobile users

Thanks for a staff call Jaclyn who just send me an email that i need logged in via the regular website then should have no problem accessing my account from the mobile app again. Now, what can i do is patiencly waiting will this happen again  By the way, thanks Mark & ahmed :)

was going to weigh in but seems you got it fixed before I got a chance to :)

Lol.....not fixed yet Robbie, I am in waiting will come back if issue still existed. Thanks again Robbie :)

i0ne,

Firstly I'm really sorry to hear you've had such a negative experience getting this issue fixed. If you have issues again and don't get a response, or get one you're not happy with please contact me direct on  kohai@chess.com

From what little I know of the 'locked' issue with the app, if a password has been entered incorrectly too many times the phone app gets locked. To unlock it all that should be needed is for you to log into your account via a computer, log off then go back to the app. You should then be able to access the app successfully.

As staff can't see your password, its not something we can do for you this end

:)

Thanks God..kohai is here with us :)

@kohai, firstly, thank you for being in here, i think all the issues was because the system haven't updated my info like i was changed my user name etc, after that i went and logged in straight to the game app i reckon my user name didn't matched my passpword, that was why they locked my account from game app.

One more problem kohai, my issue is now affected via computer log in, i have no idea why i couldn't using my user name to log in intead i need to enter my email address to log in? I am so worries they lock my account again, so i dont dare to try on computer

But i will listen your advice try to log off now then go to the app see access to the app or not. I will let you know.

Thank you once again kohai 

@ Kohai Problem solved . 

The issue is between my name letter 'O' and number Zero (0). I tried many times enter original letter O unssucessful but then when i tried enter zero(0), now i can access to game app, which means I need to use zero instead of letter O to log in? Right?

Anyhow.  Thank you for everyone on here special kohai while you busy dealing heavy Titanic jobs everyday :) x

@i0NE

the circle character in your name is the number zero, not letter O. 

copy your name and paste to notepad, then change the font to 'Terminal', you will see a slashed zero. like

Thanks, I have no idea why became zero cos I am sure I was setted my user name in letter O, not zero....the only reason I could think of O & 0 are twice soul, I guess....by the way thanks for spend your precious time on notepad to analysis O & 0 xxx

Dear kohai, I've had send you a direct email 5 mins ago I extremely need your help and advice, please check your email if you are free, many many many thanks 

Thank you very much to Kohai. Your responding really quick as ambulance x

Thank you to Chess.com too x

@i0NE, What about these days? Is everything 0/(? Just asking!

                  Kohai can do A..N..Y..T..H..I..N..G..      Let me get this straight. Chess.com locked your phone for some reason, and then couldn't unlock it??      Gives new meaning to, "Who ya gonna call?".

But I'm not here now so I can't :(

post 70

http://www.chess.com/forum/view/help-support/how-to-recover-a-closed-account?page=4

Thank you kohai, yeah I heard of you now working for chesskid site a lot, even though indeed not sound good to us but as for kids which is very good news!

@BillPhilip thank you for asking everythings back to normal now & thanks to responsible kohai :)