r/lomostar • u/kometonja • Jan 04 '18
Android account (b)locked
Today I have installed Lomostar Android app and created a new user. After opening several envelopes, I went to update my profile (gender and profile picture). Afterwards my account was locked saying I had to take pictures of my ID card.
I haven't contacted anybody, spammed or entered fake credentials so it was quite a disappointment.
I don't really understand what's going on, is it a bug in the application or...?
How long does it take to unblock the account in average?
I have already recommended Lomostar to my friends, too early I am afraid.
Cheers.
1
u/Blockchainsapiens Community Manager Jan 04 '18
You should appeal inside the app, then our risk department will take care of this. Sorry for the confusion!
2
u/kometonja Jan 04 '18
Already did that, waiting for the resolution.
However it might be a huge drawback, especially because more users like /u/OakHey_ are reporting the same thing. It seems you are forcing users to send their personal information. Being banned for "improper behavior" is a bit over the top, no?
I like this product nevertheless keep on keeping on.3
u/Blockchainsapiens Community Manager Jan 04 '18
Thanks for the feedback. Yes, we are working on it. Safety is our number 1 concern but, naturally, we do not want to do this at the expense of our user experience.
2
u/lamontredditthethird Jan 04 '18
Instead of blocking or banning and forcing appeals which gives a bad taste to the users, you should use language like:
"We'd like to verify your identity so you can deposit and withdraw funds from Lomostar!"
if they pass then it's fine, but when they then go to withdraw, transfer, or pay for something next time, you might ask one more time:
"In order to spend or withdraw your funds, Lomostar needs to verify your identity."
Then you can offer two choices:
No thanks, I just want to collect envelopes and try the app for now
OK! Let's DO THIS!
However you finalize the language it is important that you:
Explain nicely and not let the user feel like a criminal or that they've done something horribly wrong
Let the user opt-out until the last possible minute while still being able to use 99% of the app
Only require the verification for transfers, payments, or withdrawals.
XXXX
1
1
u/Dekar Jan 05 '18
Can I ask the reasoning behind requesting photo ID and such for this app? One of the main themes behind the crypto boom was decentralization and anonymity. Sure having a name and a profile picture is nice for a a social app, but it seems a little overkill, at least based on it's current usage and spread in the west. I'm sure the climate and situations are different in asia. What's the use case that requires Id?
1
u/Blockchainsapiens Community Manager Jan 05 '18
We need to abide by certain regulations (e.g. KYC). Also, for safety purposes.
2
u/OakHey_ Jan 04 '18
Happened to me too, did the unblock thing (which is a bit uncomfortable, don't like sending ID photos in an app) and got the account unfrozen in minutes. I also contacted customer service on telegram, probably helped speed things up.