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Find answers organized by topic. Click any category to explore related help articles.
Account & Profile
Password reset, email changes, profile settings
Ratings & Rankings
How Glicko-2 works, rating calculations
Fair Play Policy
Anti-cheat info, appeals process
Game Rules
Chess rules, time controls, draws
Technical Issues
Bug reports, connection problems
Community Guidelines
Chat rules, reporting abuse
Popular Articles
Most frequently viewed help topics
How is my rating calculated?
What are Arena tournament rules?
How do I appeal a fair-play ban?
Why did my game end in a draw?
How do I reset my password?
What is Berserk mode?
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Quick answers to common questions
How do I reset my password?
Click "Forgot Password" on the login page and enter your email. We'll send you a reset link that expires in 24 hours.
Why did my rating drop after winning?
Glicko-2 uses rating deviation (RD) to measure uncertainty. If your RD is high, ratings can fluctuate more. Playing regularly stabilizes your rating.
How do I report a cheater?
Click the report button on any game or user profile. Our team reviews all reports within 24 hours using multiple detection methods.
What happens when time runs out?
If your clock hits 0:00 and your opponent has sufficient mating material, you lose. If they only have a king, it's a draw.
Can I get a refund on my premium subscription?
Yes, contact support within 7 days of purchase for a full refund, or prorated refund after that period.
Our Response Time Promise
We know waiting for help is frustrating. That's why we commit to responding to all support tickets within 24 hours. Urgent fair-play appeals are prioritized and typically handled within 12 hours.