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, I’ll pass that back to the Support team. It seems they overoptimized for existing users rather than prospect ones or simply curious visitors.
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.
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.
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.
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.
Hi everyone, thanks for your continued support. We just posted a quick update in NymVPN (Nym) - #34 by nym-product with recent achievements and short-term roadmap.
Something I’ve been thinking about since having discovered Nym and all that is about.
While I believe that you are building a great tool that will keep up with all the promises you are making and things you’re claiming about your tech, and I’m sure it will be a great VPN tool - I don’t feel confident in using or even recommending Nym for everyday use. So, I guess what I asking or hoping for when development becomes more mature is that it should also be a tool that one can use everyday and not just for the very specific anti censorship and obfuscation use cases for folks living in restricted countries. I would like it to be fast enough for everyday use that can also stream YT without issues (obviously on a reasonably fast connection to begin with).
In other words, Nym having the same VPN performance with bandwidth and whatnot that Proton, IVPN, and Mullvad provide is what and how I would like to experience Nym when it is ready. So, I hope you ensure of this.
Makes sense @JG, and that’s exactly our goal. Our focus is making sure you can comfortably use NymVPN as your daily driver, while having the mixnet option available when you need maximum anonymity.
To clarify our two modes:
Mixnet mode is slow due to its architecture (5 hops, packet delays for anonymity) - best suited for sensitive activities like secure messaging or crypto transactions. We’re actively working with our academic partners to optimize its parameters and significantly improve speed without compromising the privacy guarantees.
VPN mode is designed for everyday use, including streaming. We regularly see speeds over 200 Mbps, which easily handles YouTube in 4K and general browsing. While our 2-hop “tunnel in a tunnel” architecture does add a slight speed/latency toll compared to typical single-hop VPNs, the performance difference should be minimal for most use cases. It allows to better unlink your online identity (only known to the first hop) from your online activities (only known to the second hop), making it akin to a multi-party relay system.
Which looks like you guys are using Zendesk for support enquirers from this page. We can contact you directly from contact@nym.com but it is limited to general questions and press. Are you guys self hosting the email server for this address? Also there’s no pgp key provided.
Thanks for bringing this up. Regarding the trackers:
Zendesk (zdassets.com) - We use this for support ticketing for historical reasons. We’ve evaluated switching to Zammad (open source), but it’s currently on hold due to resource constraints. We moved away from email support (contact@…) to this centralized system to provide more structured and higher-quality service.
Sentry.io - Used to catch app errors and bugs (opt-in). Did it appear on the Support page specifically?
Regarding email hosting: Our contact@nym.com is hosted by a reputable Swiss privacy-focused provider, not self-hosted.
Regarding PGP key: Good point - let us look into adding this to our Contact page.
