WARNING I lost over usd.10.000,- of DASH coins because JAXX Wallet had an technical issue and they refuse any assistance to get them back.

Dear Steemit community,

I originally published my post on the subreddit of CryptoCurrency but after the massive response I felt the need to share my story here on Steemit to warn everyone about the danger and ignorance of Jaxx Cryptocurrency Wallet and their service once again.

November 23, 2017
Today we (as in me and my father) have created a Jaxx wallet, wrote down the 12-word backup phrase, bought the equivalent of 8.18635746 DASH at an exchange and sent it over to our Jaxx wallet. To confirm after about 10 minutes it was received there.

Later that day, in the evening after dinner, we downloaded the Jaxx app to our iOS device and set up our wallet by restoring it using the 12-word backup phrase we wrote down earlier that day. We waited for our DASH wallet to be initialized and caught by surprise nothing was showing up. We headed back to the computer, started up Jaxx and noticed the Public key of our DASH wallet was changed. We viewed our Private keys under the Tools Setting to find out both Public and Private key we sent our DASH coins to were completely gone. Just one pair of Public and Private keys were shown. (We did not had the chance to write these down yet) Resetting the cache (Menu > Settings > Reset Jaxx Cache) did not make any difference, nothing was changed. At this point we were clueless and panic started to kick in. Where are our coins?!

Contacting Jaxx support
As advised I have opened up a support ticket to clarify my issue, giving all information and details I had including transaction hash, public key, amount of DASH etc. Jaxx support replied acknowledging they had issues with DASH with this reply by this guy Raz:

"We had a few issue with DASH yesterday but they are now fixed. Please try resetting the cache (Menu > Settings > Reset Jaxx Cache)? Before doing so, please make sure you have a copy of your 12-word Backup Phrase by writing it down and securing it in a safe location. If you have set up a security PIN, the cache reset will not reset the PIN or the PIN feature."

I replied to him that we already had done this and it did not make any difference. No balance is shown.

After this no reply was given anymore and I send multiple reminders, but only radio silence. When I opened up another ticket I immediately got the standard reply from somebody called Oli this time:

"Have you tried resetting the cache (Menu > Settings > Reset Jaxx Cache)? Before doing so, please make sure you have a copy of your 12-word Backup Phrase by writing it down and securing it in a safe location. If you have set up a security PIN, the cache reset will not reset the PIN or the PIN feature."

"Jaxx is an HD (hierarchical deterministic) wallet, which means it generates a new address every time you send/receive funds to/from your current wallet address as a way of keeping your balance private. The total amount of coins/tokens in the address(es) that the transaction is sending from gets sent. The amount specified go to the specified address and the remaining balance goes to the new address that is attached to the other addresses and of course the mnemonic 12 word seed."

As before I replied we already did all of this and I expected a more detailed reply with somebody investigating the issue but no more replies were given after that. Next she marked my ticket SOLVED?!

I opened up another ticket asking why they are doing this and suddenly got a reply from this Oli saying:

"Please only submit one ticket per issue. Creating more tickets only delays our ability to respond in a timely manner."

December 30, 2017
Today it's the 30th of December and I have been really patient as this happened over a month a go. The core problem is they never replied to my issue at all with a detailed investigation after first acknowledging they had issues with DASH. As of today my dad and I are clueless and still not able to control our balance of 8.18635746 DASH. Unfortunately these were most of this years savings. (I know this wasn't the best move but it was intended as a short term investment to be sent to a hardware wallet)

Any support or advice would still be highly appreciated though. Which we could end of this year in a positive way, but this has not been the case. I hope sharing my sharing my story will avoid more people losing their funds. Thank you for reading and for your own sake and of your loved ones :

I RECOMMEND EVERYONE ONCE AGAIN NOT TO USE JAXX WALLET EVER, PLEASE SPREAD THE WORD

Kindly upvote to for visibility :)

My original post on Reddit:
https://www.reddit.com/r/CryptoCurrency/comments/7m8axj/i_lost_over_usd10000_of_dash_coins_because_jaxx/
544 points (96% upvoted)
10.8kviews
169 comments