I’ve lost my phone and no longer have access to my two-factor authentication (2FA) code. What can I do?
There are two options to gain access to your account.
You can recover your 2FA settings using the sixteen-character backup key that you were asked to copy during account creation.
To do so:
1) Open the authenticator app on your phone and tap on the ‘+’ icon.
2) Choose the option to enter a key manually.
3) For your account name, enter “app.nash.io”.
4) For your key, enter your sixteen-character backup key.
Follow these steps if you did not write down your sixteen-character backup key.
Tier 1/2/3 accounts:
We need to verify your identity before we reset your code. You will need to provide us with two documents:
(i) Your passport/government-issued ID or a driver’s license.
(ii) A photograph of you holding the ID you submitted and a piece of paper showing today’s date and the word “Nash”.
Send an email to our support team at firstname.lastname@example.org from the address associated with your Nash account. Follow the instructions below to upload your documents:
1) Click on this link: https://vim.cx. This is an open-source tool allowing you to send documents in a secure fashion. You can learn more here.
2) Click on the "Expires" tab and set it to 1 week.
3) Enter a password in the “Password (recommended)” field.
4) Click on the “Attach a file” drop-down menu and attach your documents.
5) Click “Send”.
6) Copy and paste the link you received together with the password you chose in your email to email@example.com.
Please note that if your document images are too large, you may need to upload them separately. Simply follow the above procedure twice, once for each image.
When we have verified your identity, we will remove the 2FA key on your account. Please make sure you re-enable 2FA (and back up your manual-entry code) once you log in to Nash again.
Tier 0 accounts:
Contact us at firstname.lastname@example.org from the email address associated with your Nash account and give a detailed description of the case. We will respond as soon as possible.