Support
Last updated: 15 August 2026
Something broken, missing or confusing? Email support@fantasticchess.com and a human will reply, normally within two working days.
To get a useful answer fastest, include your display name, your device and OS version, and what you were doing when it went wrong.
Common questions
I bought gems and they didn't arrive
Reopen the app while connected — pending purchases are re-checked at launch and usually settle themselves. If they still haven't appeared after a few minutes, email us with the store receipt and we'll credit them manually. You will not be charged twice.
I want a refund
Purchases are handled by Apple and Google, so refunds go through them:
- iOS — reportaproblem.apple.com
- Android — Google Play → Account → Order history
We can't issue refunds ourselves, but tell us if something went wrong and we'll help sort it out.
I can't sign in
Use the password reset on the sign-in screen. If the reset email doesn't arrive, check spam first, then email us — include the address you signed up with.
I lost my progress
Progress is tied to your account, not your device. Sign in with the same account and it will be there. If you played as a guest and then created a new account, the old progress stays with the guest session — contact us and we'll try to reunite them.
Can I play offline?
Yes. Bot matches, the campaign and puzzles all work without a connection. Online play, ranked matches and card packs need one.
Which cards do I get from a pack?
Gem packs list their exact contents before you buy. Free and coin packs give randomly chosen cards from the full card pool.
Someone is cheating
Tell us the opponent's display name and roughly when you played. We investigate engine use and rating manipulation, and we act on it.
How do I delete my account?
In the app under Account settings, or see Delete your account.
Contact
KIS Consultancy BV
de Vlasroot 3, 5555 KR Valkenswaard, The Netherlands
support@fantasticchess.com