Today the phrase “Your keys, your coins” made me remember, that I am in control and have access to my funds.
Maybe the community and the nash support can learn something from this:
I have a kyc’ed account and in august I created a second account. This account was tier-0.
I didn’t know that this wasn’t allowed and I didn’t get any warning messages for 5 months and was able to trade up until late december. Then out of nowhere I got this message: “An account has already been created using this IP address. To access all Nash services on this account, please upgrade to Tier-1.”
Since now I wasn’t able to access the funds tab in the tier-0 account, I contacted the support on 23rd of december.
With their help I was able to access the funds tab again and retrieve some currencies but not all. When trying to send Eth the page kept freezing. No matter which browser or device I used.
With that problem however nash support wasn’t able to help. So I had no access to my Eth for 12 days and still no helpful solution for the problem in sight. I then remembered the phrase: “Your keys, your coins”.
Using a third party software and my private keys I was able to retrieve and send my eth to another address in less than 2 minutes.
From this I learned that I am always truly in control of my own funds and I wish for 2 things:
In the future the support should suggest people having similar problems to use their private keys to retrieve their funds
A warning message should pop up immediately when creating a second account from the same IP address and not after 5 months