How can we help?

Our dedicated support team is here to ensure your experience on CHESS OX is nothing short of legendary. Choose a contact method or browse our help center below.

Email Support

Direct inquiries to our support mailbox.

phoenixbrothersofficial@gmail.com

In-App Support

Submit a ticket directly through our platform for faster resolution.

Response: 12-24 Hours

1. SUBMIT A SUPPORT REQUEST

Full Name

2. FREQUENTLY ASKED QUESTIONS

My coins were deducted but I didn't join the tournament.

This usually happens if you disconnect during the registration process. Our system will automatically refund the coins within 10 minutes. If not, please submit a ticket with your Tournament ID.

How do I change my registered mobile number?

For security reasons, mobile numbers can only be changed by our support team after verifying your identity. Please email us your KYC documents and the new number you wish to link.

Why is my withdrawal taking so long?

Withdrawals are typically processed within 2-4 hours. However, if your account is flagged for fair play review or if the banking servers are slow, it may take up to 24 hours.

What is IQ Level?

IQ Level is our proprietary Elo-based rating system. It reflects your skill level and determines your seeding in competitive tournaments.

3. TECHNICAL TROUBLESHOOTING

If you're experiencing lag or connection issues, please try these steps before contacting support:

Clear your browser cache and cookies.
Ensure you are on the latest version of Chrome or Safari.
Disable any VPN or Proxy settings.
Test your internet speed (minimum 5 Mbps recommended for live matches).
Try switching from WiFi to Mobile Data to rule out local network issues.

4. PAYMENT & WALLET SUPPORT

Financial security is our top priority. For all payment related queries:

Failed Deposits: If money was debited but not added, please wait 30 minutes. Most payment gateways auto-resolve within this window.
Incorrect TDS: TDS is calculated as 30% of net winnings. Check the "Wallet History" for a detailed breakdown.
Bank Failures: In rare cases, bank IMPS servers may be down. Your withdrawal will be re-attempted automatically every 2 hours.

5. KYC & VERIFICATION ASSISTANCE

To speed up your KYC approval:

Ensure the photo of your ID is clear and all 4 corners are visible.
The name on your ID must exactly match the name on your bank account/UPI.
We do not accept black and white copies of documents.
PAN Card is mandatory for all withdrawals to comply with Indian tax laws.

6. SUPPORT APPENDICES (PROCEDURES)

APPENDIX A: SUPPORT ESCALATION MATRIX

Our support system follows a strict hierarchy to ensure every query is handled by the right expert:

Level 1 (General Support): Basic queries, account access, and general info. (Resolution: 12h)
Level 2 (Technical/Finance): Bug reports, payment failures, and KYC rejections. (Resolution: 24h)
Level 3 (Senior Management): Appeals against bans, high-value disputes, and partnership inquiries. (Resolution: 48h-72h)

APPENDIX B: OFFICIAL COMMUNICATION CHANNELS

Please note that CHESS OX will NEVER ask for your OTP or password via phone or email. Official communication only happens through:

Email: phoenixbrothersofficial@gmail.com
SMS: From "PHNX-X" sender ID.
In-App: Official announcements and direct support messages.

APPENDIX C: SUPPORT HOURS

Our technical team monitors the platform 24/7. However, human support (Manual Review) is available during:

Monday - Friday: 9:00 AM to 9:00 PM IST
Saturday - Sunday: 11:00 AM to 6:00 PM IST
Public Holidays: Limited support available.

APPENDIX D: COMMUNITY GUIDELINES FOR SUPPORT

We treat our users with respect and expect the same in return. Any user who uses abusive language, threats, or harassment toward our support staff will have their support access revoked and may face a permanent platform ban.

APPENDIX E: DATA PROTECTION IN SUPPORT

All communication with our support team is encrypted and stored securely. We only access the data necessary to resolve your specific query. Support logs are retained for 6 months for quality and training purposes.