Contact Us

Have a question, feedback, or need help with your Chess Mates account? Our community support team is always ready to assist. We aim to respond to all inquiries within 48 hours.

Get in Touch

📧

Email Support

support@chessmatesclub.com

For general inquiries, bug reports, and account issues

🐛

Bug Reports

Found a bug or technical issue? Please include your browser name, device type (mobile/desktop), and steps to reproduce the problem in your email. Screenshots or screen recordings are extremely helpful and allow us to fix issues faster.

💡

Feature Requests & Suggestions

We love hearing from our community. If you have an idea for a new feature, board theme, game mode, or improvement, send us an email with the subject "Feature Request" and we will review it for our development roadmap.

Frequently Asked Questions

❓ How do I reset my ELO rating?

Currently, ELO ratings cannot be manually reset. Your rating adjusts naturally over time based on your game results. If you feel your rating is inaccurate, keep playing — it will converge to your true skill level within 20-30 games.

❓ Can I change my display name or avatar?

Yes! Click on your profile picture in the top-right corner of the lobby to open your profile settings. You can upload a custom avatar image and change your display name at any time.

❓ The video chat is not working. What should I do?

Make sure you have granted camera and microphone permissions to chessmatesclub.com in your browser settings. Some browsers block media permissions by default. Also ensure you are not using a VPN that blocks WebRTC connections. If issues persist, try using Chrome or Edge, which have the best WebRTC compatibility.

❓ Is Chess Mates free to use?

Yes, Chess Mates is completely free. All features — multiplayer chess, AI opponents, social feed, voice and video chat, mini-games, and custom board themes — are available at no cost. We are supported by non-intrusive advertising through Google AdSense.

❓ How do I delete my account?

If you wish to delete your Chess Mates account and all associated data, please visit our Account Deletion page for instructions. Alternatively, email us at support@chessmatesclub.com with the subject "Account Deletion Request" and we will process it within 7 business days.

❓ My opponent disconnected mid-game. What happens?

If your opponent disconnects during a game, the system waits for a reconnection attempt. If they do not return within a reasonable time, you may be awarded the win automatically. If the game state becomes corrupted, contact support and we can investigate.

Community Guidelines

Chess Mates is a global community built on respect and sportsmanship. We expect all players to:

Treat opponents and community members with respect
Avoid abusive, harassing, or discriminatory language in chats and posts
Not use external chess engines or AI assistance during rated games
Report bugs and issues through proper channels rather than exploiting them
Keep social feed content appropriate for a general audience

Violations of these guidelines may result in temporary or permanent account suspension. If you encounter inappropriate behavior, please report the user through the profile menu or email us directly.

Response Times

Our support team is a small, dedicated group of chess enthusiasts. We prioritize inquiries in the following order:

Account security issues — responded to within 24 hours
Bug reports — investigated within 48 hours
General inquiries — responded to within 48-72 hours
Feature requests — reviewed in our next development sprint