The intention of this page is to provide canned responses that can be used by email administrators to communicate efficiently with users of Lichess in routine support cases.

This document was most recently implemented/updated in Gmail on 2018-02-23.

General guidelines

• Make links actually links that can be clicked (not just text)
• Use language neutral links (lichess.org instead of en.lichess.org)

Always start with:

Hi,

Always end with:

Regards,
Lichess mod team

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Email

Email: Confirmed

We have confirmed your email address. You should now be able to login on https://lichess.org/login

Email: Gmail dots

For Gmail accounts, dots in the email address don't actually make any difference. "[email protected]", "[email protected]" and "[email protected]" are all the same.

Password

Password: Reset

In order to reset your password, please visit https://lichess.org/password/reset

Password: Email set

We have set the email address on your account. In order to reset your password, please visit https://lichess.org/password/reset

Appeal

Appeal: False positive apology

After investigating your case, we have determined that our cheat detection algorithms flagged your account mistakenly. We are continuously improving our cheat detection so that we can aggressively prevent cheating while minimizing the false positives. We apologize for the inconvenience, and have now removed the mark on your account.

Appeal: New account

You have broken the rules, and we will not give you a second chance on your current account. However, we will let you make a second (and final) account, where you can play rated games. You will need to register the new account with a different email address.

We trust that you understand the mistakes you have made, and that you will not repeat them. Should you continue to break the rules, we reserve the right to permanently close your account and deny you future access to Lichess.

Appeal: Deny

We are continuously improving our cheat detection so that we can aggressively prevent cheating while minimizing the false positives. After investigating your case, we have determined that our cheat detection algorithms flagged your account with sufficient evidence for the mark to remain.

Title

Title: Request docs

In order to verify your FIDE or NM title, please fill out our title verification form at https://docs.google.com/forms/d/e/1FAIpQLSd64rDqXOihJzPlBsQba75di5ioL-WMFhkInS2_vhVTvDtBag/viewform

We will process your title verification request as soon as we receive it.

Title: Approved

After reviewing your request for a verified title on lichess.org we have now verified your title. Enjoy your games on Lichess!

Title: Deny

We have reviewed your title verification application, and unfortunately found it necessary to deny it.

Title: Spontaneous ID request

Great performances always attract suspicions; some players are doubting your fair play, and are reporting you to the moderators. We would like to clear out these suspicions for good.

Would you mind filling out our title verification form at please fill out our title verification form at https://docs.google.com/forms/d/e/1FAIpQLSd64rDqXOihJzPlBsQba75di5ioL-WMFhkInS2_vhVTvDtBag/viewform?

Such evidence would allow us the close the case. If your account is anonymous, we will keep it that way. Thank you for your understanding in this matter.

Coach

Coach: Request

Lichess receives requests to be included on our list of coaches on a daily basis. In order to maintain a high level of quality, we require that new coaches have a FIDE title. If you meet this requirement, please fill out our title verification form at https://docs.google.com/forms/d/e/1FAIpQLSd64rDqXOihJzPlBsQba75di5ioL-WMFhkInS2_vhVTvDtBag/viewform

Additionally, please also send us a paragraph or two describing why Lichess should recommend you as a coach. Make sure to describe your experience teaching chess online, as this is also a requirement. Thank you for your understanding in this matter.

Coach: Accepted

Congratulations, you have been selected to appear on the Lichess list of coaches. Your coach profile awaits you on https://lichess.org/coach/edit

Coach: Deny FIDE

Lichess receives requests to be included on our list of coaches on a daily basis. In order to maintain a high level of quality, we require that new coaches have a FIDE title.

Unfortunately, you don't meet this requirement. Despite this, we hope you continue to enjoy Lichess. Good luck in your games!

Streamer

Streamer: Request

We receive requests from streamers who want to be featured on Lichess on a daily basis. In order to maintain a high level of quality, we require that the streamer has a large following (e.g. is a Twitch partner) or is a strong chess player (e.g. FIDE titled). If you meet either or both of these requirements, please send us documentation we can verify. If you haven't already done so, make sure to also send us your username on Lichess and a link to your stream.

Streamer: Accepted

Congratulations, you have been selected as a featured streamer on Lichess. This means that a link to your stream will appear on Lichess whenever your stream is online and the title has "lichess.org" in it. Whenever you want to stream something other than chess, you MUST remove "lichess.org" from the stream title so that your stream is not shown on Lichess.

Streamer: Deny

We receive requests from streamers who want to be featured on Lichess on a daily basis. In order to maintain a high level of quality, we require that the streamer has a large following (e.g. is a Twitch partner) or is a strong chess player (e.g. FIDE titled). As far as we can see, you don't meet any of these requirements. Should that change, you're welcome to contact us again. In the mean time, we wish you luck in both your streaming and chess endeavors.

Bug

Bug: Thanks

Thank you for the bug report. We're working on a fix for the problem.

Bug: Modern browser

As most websites, Lichess works best in a modern browser. Please try the latest version of Chrome or Firefox.

Miscellaneous

Misc: Username?

What's your Lichess username?

Misc: IP?

Could you please go to http://www.whatsmyip.org/ and tell us what your IP address is?

Misc: Use /report

In order to report players for bad behavior, please visit https://lichess.org/report

Misc: En passant

This is called "en passant" and is one of the rules of chess. Check https://lichess.org/learn#/15 to learn more about it.

Misc: Opened closed account

We have now opened your account. Enjoy!