Nym and NymVPN - Next-gen privacy with mixnet and VPN service

[gapless]

@nym-product
Your support system needs work.

I try to email contact[at]nym[dot]com and get a reply saying you guys no longer entertain direct email inquiries.

So I head over to the support page linked in the reply, but turns out I cannot submit a request without a “Nym Account Identifier”.

So if I’m considering your service and have questions prior to joining, I get turned away at the “members only” front door?

I’m either doing something wrong or you guys have Berghain bouncers running your support department.

[anonymous371]

@gapless

So I head over to the support page linked in the reply, but turns out I cannot submit a request without a “Nym Account Identifier”.

Not a private way for getting support from a VPN service that focuses on “user privacy”, as now your account is linked to that email you sent support message with and is stored with them.

[nym-product]

@novisin

If you guys are welcome to suggestions, I would like to see Auto-Connect/Reconnect, Always Require VPN, and Lockdown mode be worked soon after Censorship resistance stage 2.

Got it!

@gapless

So if I’m considering your service and have questions prior to joining, I get turned away at the “members only” front door?

Thanks, I’ll pass that back to the Support team. It seems they overoptimized for existing users rather than prospect ones or simply curious visitors.

@anonymous371

Not a private way for getting support from a VPN service that focuses on “user privacy”, as now your account is linked to that email you sent support message with and is stored with them.

Thanks! How do you think we should best support users in this situation? Just to clarify our privacy model: Your payment info (and email if you contact Support) can be linked to your Account ID (n1...), but that Account ID can’t be connected to your actual network activity or authentication with our nodes (gateways and mixnodes) thanks to zk-nyms.

[anonymous371]

How do you think we should best support users in this situation?

I actually took a look at https://support.nym.com/hc/en-us/requests/new and “NymVPN Account Identifier” field exists on reasonable issue options related to account or payments, which makes sense, Mullvad and IVPN do too . So I don’t think any work should be done, idk why OP was complaining about it, unless it was another page.

Interesting that you guys offer refunds for crypto tho, mullvad don’t. It is a bummer that you can’t email for general questions about the services before you subscribe, which probably turned off a lot of potential customers.

[nym-product]

@anonymous371

“NymVPN Account Identifier” field exists on reasonable issue options related to account or payments, which makes sense

Our Support team fixed it

@anonymous371

It is a bummer that you can’t email for general questions about the services before you subscribe, which probably turned off a lot of potential customers.

You can reach us through email, our Support portal, or on social media and Community channels (also here, Reddit, etc). All the details are on our Contact page.

[gapless]

@anonymous371

How do you think we should best support users in this situation?

I actually took a look at https://support.nym.com/hc/en-us/requests/new and “NymVPN Account Identifier” field exists on reasonable issue options related to account or payments, which makes sense, Mullvad and IVPN do too . So I don’t think any work should be done, idk why OP was complaining about it, unless it was another page.

Did you visit that page just now or earlier? Previously (at the time of my prior post), there was a field for the aforementioned account identifier when I tried to send something under “General Issues” or “Feedback/Suggestions”. That requirement seems to be gone now, so I assume they changed something after my post was read.