Support
We're here to help with any issues or questions you have.
Contact Us
Send us an email at the address below and we will get back to you after reviewing your message. We usually reply within 2–3 days.
chessnest.studio@gmail.comTo help us understand the issue quickly, it would be very helpful if you include your username, the time the problem occurred, and a screenshot if possible.
Frequently Asked Questions
I forgot my password.
On the login screen, select Forgot your password? and enter the email address you signed up with — we will send you a reset link. Please also check your spam folder. If you do not receive the email, contact us at the support address below and we will look into it directly.
I signed up with my Google account, but it says I don't have a password.
Accounts created with Google Sign-In do not have a password. Please use Continue with Google on the login screen.
How is my rating calculated?
ChessNest uses the internationally recognized Glicko-2 rating system. Game ratings and puzzle ratings are tracked independently, and game ratings are maintained separately for each time control (Bullet, Blitz, Rapid, and Classical). For details on how scores are calculated, please see the Activity Score Policy.
I solved a puzzle, but my rating did not go up.
Puzzles solved using a hint are not counted toward your rating. In addition, if you encounter a puzzle you have already received credit for, your rating will not increase; if you solve a puzzle again that you have not yet received credit for, only a partial adjustment is applied. This is by design to prevent repeatedly solving the same puzzle to inflate your rating.
Can I install ChessNest as an app?
Yes. You can download ChessNest from Google Play on Android and from the App Store on iPhone and iPad. If the app isn't available in your country, or you're on a computer, you can use ChessNest right in your browser without installing anything. On a phone, you can also use your browser's "Add to Home Screen" option to use it like an app.
I lost connection during a game.
When your network is restored, you will be reconnected automatically and the game will continue where it left off. If the screen appears frozen, please refresh the page — your game in progress is saved on the server and will not be lost. Note, however, that the clock keeps running during the interruption.
Deleting Your Account and Data
You can delete your account yourself via Settings → Account & Security → Delete Account. Even if you have uninstalled the app, you can sign in on the ChessNest website (chessnest.org) and use the same menu.
If you can't sign in, email chessnest.studio@gmail.com from the address you signed up with. We will send a confirmation email to the address on your account and delete your account once you confirm that it is yours. If you signed up with Apple's Hide My Email, the quickest way is to sign in with Apple on the website, check that it shows your username, and delete your account yourself.
When you delete your account, your email address, nickname, profile (avatar, bio, country and real name), sign-in information, saved games and collections, the notes you attached to shared games and game challenges, club memberships and invitations, your block list, the notifications you received and the ones you sent to others (game shares, challenges and club invitations), and your push notification device information are deleted immediately.
However, your past games, game analyses, ratings and tournament results are also your opponents' records, so they remain without your name, shown as "Deleted user" or a random ID. Your profile page will no longer be available.
Like your game records, puzzle and lesson records, usage statistics and settings remain without being linked to your name or email address; they are used only for service usage statistics and are never shown publicly. Records of your consent to the terms (when you agreed) are kept as proof that consent was obtained. Tournaments and clubs you created remain with their name and description because they are other participants' records. Records of reported misconduct are kept for the period set out in the Privacy Policy to prevent repeat abuse. Copies of games that other users saved to their own My Analyses before you deleted your account may keep the names shown at the time. For more details, please refer to the Privacy Policy.
Deleting Data Without Deleting Your Account
In My Analyses, you can delete saved games and collections and cancel shares you have sent. In Settings → Profile, you can edit or clear your bio, country and real name, and switch your avatar to one of the provided avatars (in place of your Google profile photo).
To have other data deleted (such as puzzle or lesson records), email chessnest.studio@gmail.com from the address you signed up with. We will review the request, process it and let you know the result. Game records are also your opponents' records, so they cannot be deleted individually; when you delete your account, they remain without your name.
Report a User for Inappropriate Behavior
If you have experienced cheating or offensive behavior, you can report the user from their profile page. All reports are reviewed directly by the ChessNest administrator, and confirmed violations will result in a restriction on the user's account.
For urgent matters or anything difficult to convey through the report feature, please send an e-mail to the contact address above.