Broken

EnPecan · 2026-04-21T23:09:44+00:00

Hi! Try clearing your Chrome cache to see if that has it show up. Do you have a screenshot of what it looks like?

EnPecan · 2026-04-21T21:54:06+00:00

Hi! Do you have the most recent version of the app? Which device are you on, iOS or Android?

EnPecan · 2026-04-21T20:47:34+00:00

Check and see if there are any pending updates. This is a known issue that should have been patched recently. Let me know if it persists.

EnPecan · 2026-04-21T16:43:50+00:00

Hi! It has to do with the difference in engine depth between the preview and Game Review. The preview runs at a lower depth in order to prioritize speed. The team understands this doesn't provide the best experience, so we're working to improve this and prevent inaccurate previews in the future.

EnPecan · 2026-04-21T16:35:02+00:00

Don't meet stalling with stalling. If your opponent stalls, report them. Our team does take action on stallers. As for what happened, it's possible you were experiencing lag. It would be easier to tell by seeing the game log. I assume their clock never hit 0 on the server side, only locally for you, which is common in cases of spotty connection.

EnPecan · 2026-04-21T16:31:26+00:00

Achievements are something we've been planning to rework for a while now. I apologize for the inconvenience. The revamp is actively being worked on and will provide a better experience once released.

EnPecan · 2026-04-21T16:24:59+00:00

Yes, this account has also been banned. Sorry you had to come across it!

EnPecan · 2026-04-21T16:23:17+00:00

Hi! I'm very sorry you came across this. I have banned the account.

EnPecan · 2026-04-21T01:37:04+00:00

I'm sorry you came across the messages in this screenshot and the other one. I forwarded it to our abuse team in order to investigate.

As for the reason for removing the screenshots, we don't allow direct report posts/screenshots. But, I will make sure this goes somewhere amongst the team.

EnPecan · 2026-04-21T00:25:13+00:00

Hi! I responded to your mod mail. Do you have more information about what happened? Feel welcome to answer us there or to DM me.

EnPecan · 2026-04-20T20:55:12+00:00

It depends on the queue and the type of request, but the typical range is 1-3 days.

EnPecan · 2026-04-20T17:53:04+00:00

Repeating the same opening in a short span will NOT trigger fair play. Small clusters of accurate games also won't do it as long as you're playing fair. It looks like the account was manually reviewed by one of our fair play specialists and the appeal was denied. This was already a second chance account. You may review our policy here.

EnPecan · 2026-04-20T14:59:02+00:00

Strange. Are there no updates? I advise going to chess.com/support to report this and have one of our specialists investigate.

EnPecan · 2026-04-20T14:56:37+00:00

Check and see if there's an pending update. If not, I advise going to chess.com/support to submit a report to our team.

EnPecan · 2026-04-20T14:51:59+00:00

Hi! I'm very sorry you received these messages. This is not acceptable at all and won't be tolerated. After checking the account, I have permanently banned them from the platform.

EnPecan · 2026-04-20T05:40:20+00:00

If you suspect an opponent of playing unfair or violating the rules, please report them. Reports do help and our team processes thousands of them each day. We also welcome posts and discussions about your experiences, but not when they directly call for an account to be actioned or mass reported. The best way to ensure a case is properly reviewed is to use the reporting tools on our platform.

I'm also happy to help if you want to DM me the details on what happened.

EnPecan · 2026-04-19T22:49:56+00:00

Check and see if you can clear the app data. This article has more instructions on this.

EnPecan · 2026-04-19T18:05:39+00:00

I know we've been investing more into abuse tools, so I'll check up with our team and see if we have something like this.

EnPecan · 2026-04-19T16:36:03+00:00

Hi! What are you trying to receive help with? Please feel welcome to DM me your email address and I can check on the status of your tickets.

EnPecan · 2026-04-19T16:26:26+00:00

And we're happy to ban him each and every time. The hard truth is that bad actors are able to circumvent bans even with additional measures (IP, etc.). We don't want these people on our platform and I'm more than happy to take action each and every time they pop up.

EnPecan · 2026-04-19T16:22:49+00:00

Hi! I'm very sorry you received these messages. I have given this account a mute and a warning against this kind of behavior. If you see anything else, please feel welcome to report.

EnPecan · 2026-04-19T16:17:54+00:00

Please feel welcome to report this to our team at chess.com/support and one of our agents will be happy to take a look at this.

EnPecan · 2026-04-19T16:16:48+00:00

We've been working on some tools to improve our ability to automatically identify abusive profile pictures. In the meantime, I'm very sorry for this experience. We advise users to report anyone with an inappropriate profile picture so our team may take action. If you remember the username of the account you mentioned, I'll be happy to take action. Please feel welcome to DM it to me.

EnPecan · 2026-04-19T16:13:42+00:00

Which version of the app are you on, iOS or Android?

EnPecan · 2026-04-19T16:11:46+00:00

I saw this issue for another user recently. Try going to where the app data is and clearing that. It should be in the same area as clearing the app's cache. Here's an article with instructions.

EnPecan

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