BackRank
Support
We're here to help. One inbox, real humans, no ticket-number maze.
However you found your way here — a question, a snag, a thought about the email that landed this morning — thank you. Genuinely. You've trusted us with a little corner of your chess practice, and we don't take that lightly.
The fastest way to reach us is email. Write to hello@backrank.ai and a real person — one of the people who actually builds BackRank — will read it and write back. Not a queue. Not a bot pretending to be a person. Us.
Frequently asked questions
How do I get in touch?
Email hello@backrank.ai . That's the whole support system, and we like it that way. You can reply directly to any coaching email too — those land in the same place. We aim to get back to you within a day or two; we're a small team, so the occasional weekend lag is real, but nothing falls through the cracks.
Can I get a refund?
Yes. Easily. If BackRank isn't earning its place in your inbox, email us with a line or two about why and we'll process a refund without hesitation and without a guilt trip. We'd genuinely rather refund you and learn something than keep a dollar from someone we didn't help. The "why" isn't a hoop to jump through — it's the part that makes us better.
How do I pause, change, or cancel my emails?
Every email has an unsubscribe and a pause link at the bottom, and you can adjust everything from your email settings. Going on vacation, in a chess slump, or just need a breather? Pause guilt-free. We will never punish you for stepping away — no streaks to break, no nagging, no "we miss you" pressure. Come back whenever you want.
The coaching didn't quite fit me. What gives?
Everyone's at a different level, plays different time controls, and wants different things from a review. A single one-size-fits-all voice is genuinely hard to get right for everyone, and we won't pretend we've nailed it. If a lesson missed — too basic, too advanced, wrong tone, focused on the wrong thing — tell us at hello@backrank.ai. That signal is exactly what we use to tune things, both for you and for everyone like you.
Was a move or analysis just… wrong?
Sometimes, yes. BackRank leans heavily on AI to turn your games into something worth reading with your coffee, and AI — even paired with a chess engine — occasionally gets a nuance wrong or phrases something oddly. We're iterating constantly to find what works. If something reads as off, flag it. You're not being picky; you're helping us fix a real thing.
Why didn't I get an email today?
BackRank only writes when there's something worth saying — usually that means you played games the day before. No games, no email; we'd rather stay quiet than pad your inbox. If you played and still heard nothing, or emails stopped showing up, check your spam folder, then email us and we'll dig into it.
Can I change my chess.com username or fix my account?
Most account details live in your profile settings. If you need to change the chess.com handle we coach on, or something looks tangled, email us and we'll sort it out by hand.
What about my data and privacy?
We only read your publicly available chess.com games, and we don't sell your data — full stop. The details are in our Privacy Policy and Terms. Questions beyond what's written there? You know the address.
A note from the team
This all comes from a place of love. BackRank is built by a very small team of engineers with a frankly unhealthy chess obsession, trying to make the best possible product for bringing a little sanity to chess improvement — less grinding, less tilt, more actually enjoying the game.
We're early, we lean hard on AI, and that means we're constantly iterating to find what works for real players at every level. We won't always get it right on the first try. But we read everything you send, we act on it, and we're grateful you're here while we figure it out.
So: thank you for your membership, thank you for your patience, and thank you for the feedback. It really is a gift. Write to us anytime at hello@backrank.ai .