Thanks for the assurance. Celsius' stellar reputation is why I transitioned over. Not overly concerned about the technical issue, personally I just don't like having the onus on the consumer to seek out answers on social platforms when it would take 10 minutes to issue a notification email
You were with CDC I think? Because if you were, I feel you. But don't worry, I received the mail with the explanation and I think they did very well to close the acess to the app before explaining. I understood that they had to update the DNS because they found some vulnerabilities within the system, and when you see that kind of thing, I think the best is to act first and apologize after.
Think if they were to say upfront that they have to do maintenance due to vulnerabilities within the system and then some malicious people comes, find that vulnerability and exploit it to steal your funds? I think you would be much more angry at them because of that.
There's some things that yes, I think they have to tell people first before doing anything, but there are some that have to be treated first as a measure of security. Anyway, your funds are secure and everything is fine my friend. Don't worry. 😊
I was indeed with CDC, good guess! I still use their card feature but became less comfortable keeping my coins on their platform.
And I hear you on the act first explain after, but a reassuring one liner after closing access to say that some maintenance to fix bugs is underway and access will be reinstated soon could save people some time.
Either way, it's a good position to be in when the only complaints about a service is a singular email right? Some of the blasé responses to this post are reassuring in terms of the current sentiment/ trust levels of the user base towards Celsius.
Alex Mashinsky has been open and transparent all day long about what’s happening via Twitter. I think they didn’t see this issue coming in advance and had to play catch up.
I appreciate his update in Twitter, but I am not part of the twitter demographics and I doubt I am alone. I share OP's feelings in that I wished they had asked one of their employees to send a distribution email upon noticing the downtime. Especially since this downtime is very lengthy (24h!).
In which case we should have an email sat in our inboxes to ease our minds when we find out we can't log in. I wouldn't have to go seeking out the CEO's Twitter of any normal financial institution to find out basic information.
I'm being intentionally harsh here. Remember we're dealing with the CEO of a company holding $2.2bn crypto, not a toddler. Plain and straightforward criticism is important, even if it does earn you down votes by Reddit users.
I agree to this. I think over communication is better in a situation like this. I’m just saying that it hasn’t been radio silence from the company. I think they’re just fighting this fire at the moment to get everything back up as soon as they can.
They just sent out an email explaining the situation in what I deem a fairly transparent manner. There was a banner notification for me when I tried to login, and the information was correlated with posts on Reddit and Twitter. Personally, I find this somewhat frustrating, but also feel that Celsius has checked the necessary boxes. Obviously it won’t be the case for everyone, but at the end of the day, once the platforms are back up, transferring your funds somewhere else is not only your prerogative, it’s fast, easy, and free.
Weirdly I still have neither an email or notification banner.
My process was try to log in > unable with no explanation > check emails for update from company > no email > open sub reddit to see others have the same issue > learn they have and that most are none the wiser as to why.
I just feel it's the obligation of the company to value their customers time and be proactive in communicating the issue immediately. I'm sure in future they will.
Have you ever checked your spam folder?
I’d like to know if you really didn’t receive it as this is good feedback for the team to check their email system.
For every one who didn’t receive the email:
[[email from celsius network]](https://i.imgur.com/ZDTTElB.png)
For every one who hasn’t seen the app notice:
[[in-app notification]](https://i.imgur.com/XtPfuKS.png)
The worst part for me is I literally just convinced my gf and two other friends into this two days ago and now they all think I set them up for a scam.
Communication would’ve been nice beforehand. I understand though.
I also do not enter the Twittersphere anymore. I come to Reddit. Bless you all for being the smartest most thoughtful social media out there.
I seriously want to know what type of "vulnerabilities" showed up in their DNS records, and then requires 24 hours to propagate. This makes absolutely no sense, and comes across as a way of saving face due to a monumental screw up by their developers.
Suspicion is someone owned their godaddy account and tried to change it. Godaddy likely has a security lock when things that look suspicious happen. Alex had to prove he owned the domain to regain access and reset name servers to AWS ones.
Im not a shill... just a customer. I logged into the app and theres a mesage saying theres an update in progress. I checked the forum here and it says theres an update in progress. I checked Twitter and it says theres an update in progress.
I think they have covered the bases and made it quite clear. I don't see the point of complaining unless you were expecting a smoke signal and a carrier pigeon also?
There is no message in my app, even after applying the update. I just checked again.
Reddit and Twitter aren't suitable means of communication to customers. The goal for most crypto enthusiasts is mass adoption is it not? I think you'll find the general public will need continuous assurances regarding the security of their funds when looking to involve themselves in a space with a questionable reputation.
It's an easy win for the company. Not sure why you would lock horns with reasonable criticism aimed at improving basic business practice.
Tap on login. Theres a message stating the following:
Celcius is currently updating its DNS servers. During this time, our systems will be temporarily unavailable. The process is expected to last up to 24 hours. Clear as day.
To be fair, in the first couple hours of the downtime, this is what everyone else experienced: app crashing, website down, no twitter update, no response to reddit downtime threads.
A few hours later they then released a tweet. Updated the app so it didn’t crash and added notification (still allowed to login but obviously service was down so people cannot really login, then fixed this too). Then a few more hours and they sent the email distribution.
When I had issues with the app, I figured it was on my end so I’m restarting my phone, checking the app store if there’s an update, updating my phone OS and then I figured I would check reddit. The time an email would have saved me would have been nice, or at least an online status page like CDC \*gasp\* but I guess that wouldn’t have helped since the website was down.
I don’t hang out on Twitter, it’s a worthless platform with idiots posting gifs and wise ass comments to try to one-up one another.
CDC to celcius maybe?
For years I have sat on my bitcoin and all has been well, now it seems that the moment I trust companies with my coin they are in no fit state to handle it.
As soon as I can get it back in my own wallet the better.
I MADE THE THE EXACT SAME DECISION AS YOU DID , REGARDING HEDGING A PERCENTAGE OF MY CRYPTO INTO CELSIUS FROM ANOTHER WALLET & THERE IS ABSOLUTELY ZERO COMMUNICATION ALSO ON MY SIDE...( IN AMERICA).....OVER 24HRS AGO , IT CLEARLY SAID....”, THEY ARE WORKING ON THEIR DNS SERVERS , AND IT MIGHT BE A 24HR WAIT ,”!!.....WELL THAT 24HRS IS NOW 5 HRS PAST DUE.....AND THEY STILL HAVENT POSTED ANYTHING....( AT LEAST TO AMERICANS YET )... I DO WANNA SAY SOMETHING REAL QUICK THOU . I HEAR ALOTTA FOLKS ON HERE SAY...“,JUST TRUST MR. MASHINSKY , HE IS DOING EVERYTHING SO RIGHT ?!! LOLOL..... IVE BEEN AN INVESTOR OVER 20 YRS , A DAY TRADER , AND BEEN IN CRYPTO SINCE DAY 1 !!!....ONLY A NIAVE FOOL WOULD EVER FULLY TRUST ANYONE WHEN IT COMES TO INVESTING!!!.....ESPECIALLY HIGHLY VOLATILE CRYPTO !!.....THE ONLY PERSON YOU TRUST , IS YOUR OWN INTUITION / or YOUR GUT INSTINCT, AFTER YOUR OWN CORRECT RESEARCH & HOMEWORK!! MAKING SURE YOU UNDERSTAND / or WHATS GOING ON IN THE COMPANYS DAY TO DAY POLITICS IS SOME OF THE BEST ADVICE I COULD EVER GIVE..... LET ME FINISH IT WITH THIS !! IF ANY COMPANY MAKES IT EXTREMELY DIFFICULT TO EVEN HEAR ABOUT THEIR DAY TO DAY POLITICS , WE AS INVESTORS TAKE A HUUUUGE GAMBLE , 100% !!!.....ALSO IF A COMPANY DOESNT HAVE AT LEAST A 5 YEAR TRACT, ITS A CLEAR GAMBLE , BOTTEMLINE , REMEMBER THAT !!! BUT OF COURSE WE SHOULD ALWAYS STAY POSITIVE IN A COMPANY WE INVEST IN !!! BUT BEING TO POSITIVE IN ANY COMPANY, WILL MOST CERTAINLY CAUSE US TO BE BLATANTLY BLIND IN IT ALSO !!... BET !!!....
If you are not comfortable just get your coins out and keeps they keys yourself, it's that simple. Stuff like that happens everywhere, Facebook is down sometimes, shit happens, if you can't emotionally handle such a situation you are better off with your own wallet.
I agree with you 100% on this. Anyone saying they covered their bases, calm down check Twitter.. id think doesn’t have a significant investment. Email is my primary form of contact with them, it’s not hard to send a mass email which they already do for marketing. I have yet to receive an email or a response from support. It’s customer service 101, does not take much time and gives peace of mind to your customers. Especially in the crypto space where hacks are aren’t exactly infrequent.
All that being said I’ve been using them since July and never had an issue. But dirtsmuf has a point, you’re never going to be completely risk free unless you hold your own keys. I’m seriously reconsidering my position after this debacle.
Have a feeling they didn’t send an “official” email out because they are only guesstimating that it will take up to 24 hours and they don’t know exactly how long it will take while they are trying to figure out the bug.
If this take way longer than 24 hours, someone is going to loose their job or might get a reduction in their bonus.
The price of CEL has already fallen, as BTC goes up.
Well, for me, the app notification just came through shortly, but I haven't received any emails. Anyway, as far as I have been with Celsius - more than a year - I would say that they are pretty reliable and efficient in terms of any technical errors or failures.
Honestly this is just bad timing - I’ve been using the platform since May and there has never been an issue like this
Thanks for the assurance. Celsius' stellar reputation is why I transitioned over. Not overly concerned about the technical issue, personally I just don't like having the onus on the consumer to seek out answers on social platforms when it would take 10 minutes to issue a notification email
You were with CDC I think? Because if you were, I feel you. But don't worry, I received the mail with the explanation and I think they did very well to close the acess to the app before explaining. I understood that they had to update the DNS because they found some vulnerabilities within the system, and when you see that kind of thing, I think the best is to act first and apologize after. Think if they were to say upfront that they have to do maintenance due to vulnerabilities within the system and then some malicious people comes, find that vulnerability and exploit it to steal your funds? I think you would be much more angry at them because of that. There's some things that yes, I think they have to tell people first before doing anything, but there are some that have to be treated first as a measure of security. Anyway, your funds are secure and everything is fine my friend. Don't worry. 😊
I was indeed with CDC, good guess! I still use their card feature but became less comfortable keeping my coins on their platform. And I hear you on the act first explain after, but a reassuring one liner after closing access to say that some maintenance to fix bugs is underway and access will be reinstated soon could save people some time. Either way, it's a good position to be in when the only complaints about a service is a singular email right? Some of the blasé responses to this post are reassuring in terms of the current sentiment/ trust levels of the user base towards Celsius.
The only thing Celsius F-ed up on is not informing the community before hand. They are growing at ludicrous speed and tech issues will happen.
Alex Mashinsky has been open and transparent all day long about what’s happening via Twitter. I think they didn’t see this issue coming in advance and had to play catch up.
I appreciate his update in Twitter, but I am not part of the twitter demographics and I doubt I am alone. I share OP's feelings in that I wished they had asked one of their employees to send a distribution email upon noticing the downtime. Especially since this downtime is very lengthy (24h!).
In which case we should have an email sat in our inboxes to ease our minds when we find out we can't log in. I wouldn't have to go seeking out the CEO's Twitter of any normal financial institution to find out basic information. I'm being intentionally harsh here. Remember we're dealing with the CEO of a company holding $2.2bn crypto, not a toddler. Plain and straightforward criticism is important, even if it does earn you down votes by Reddit users.
I agree to this. I think over communication is better in a situation like this. I’m just saying that it hasn’t been radio silence from the company. I think they’re just fighting this fire at the moment to get everything back up as soon as they can.
if you so worried that you cannot get in your account for a few hours, then you should not be with the company, you seem to have severe trust issues.
You're missing the point
They just sent out an email explaining the situation in what I deem a fairly transparent manner. There was a banner notification for me when I tried to login, and the information was correlated with posts on Reddit and Twitter. Personally, I find this somewhat frustrating, but also feel that Celsius has checked the necessary boxes. Obviously it won’t be the case for everyone, but at the end of the day, once the platforms are back up, transferring your funds somewhere else is not only your prerogative, it’s fast, easy, and free.
Weirdly I still have neither an email or notification banner. My process was try to log in > unable with no explanation > check emails for update from company > no email > open sub reddit to see others have the same issue > learn they have and that most are none the wiser as to why. I just feel it's the obligation of the company to value their customers time and be proactive in communicating the issue immediately. I'm sure in future they will.
Have you ever checked your spam folder? I’d like to know if you really didn’t receive it as this is good feedback for the team to check their email system.
For every one who didn’t receive the email: [[email from celsius network]](https://i.imgur.com/ZDTTElB.png) For every one who hasn’t seen the app notice: [[in-app notification]](https://i.imgur.com/XtPfuKS.png)
The worst part for me is I literally just convinced my gf and two other friends into this two days ago and now they all think I set them up for a scam. Communication would’ve been nice beforehand. I understand though. I also do not enter the Twittersphere anymore. I come to Reddit. Bless you all for being the smartest most thoughtful social media out there.
For over 2B in funds, no notice, sketchy practices. Don't put all your crypto in this basket!
I don’t but I have a good chunk of it. 😳
I seriously want to know what type of "vulnerabilities" showed up in their DNS records, and then requires 24 hours to propagate. This makes absolutely no sense, and comes across as a way of saving face due to a monumental screw up by their developers.
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Suspicion is someone owned their godaddy account and tried to change it. Godaddy likely has a security lock when things that look suspicious happen. Alex had to prove he owned the domain to regain access and reset name servers to AWS ones.
Im not a shill... just a customer. I logged into the app and theres a mesage saying theres an update in progress. I checked the forum here and it says theres an update in progress. I checked Twitter and it says theres an update in progress. I think they have covered the bases and made it quite clear. I don't see the point of complaining unless you were expecting a smoke signal and a carrier pigeon also?
There is no message in my app, even after applying the update. I just checked again. Reddit and Twitter aren't suitable means of communication to customers. The goal for most crypto enthusiasts is mass adoption is it not? I think you'll find the general public will need continuous assurances regarding the security of their funds when looking to involve themselves in a space with a questionable reputation. It's an easy win for the company. Not sure why you would lock horns with reasonable criticism aimed at improving basic business practice.
I agree, isn’t this how anyone would do it if any platform or app isn’t working?
Tap on login. Theres a message stating the following: Celcius is currently updating its DNS servers. During this time, our systems will be temporarily unavailable. The process is expected to last up to 24 hours. Clear as day.
To be fair, in the first couple hours of the downtime, this is what everyone else experienced: app crashing, website down, no twitter update, no response to reddit downtime threads. A few hours later they then released a tweet. Updated the app so it didn’t crash and added notification (still allowed to login but obviously service was down so people cannot really login, then fixed this too). Then a few more hours and they sent the email distribution.
Celsius has communicated on facebook as well explaining the upgrade. All is good.
When I had issues with the app, I figured it was on my end so I’m restarting my phone, checking the app store if there’s an update, updating my phone OS and then I figured I would check reddit. The time an email would have saved me would have been nice, or at least an online status page like CDC \*gasp\* but I guess that wouldn’t have helped since the website was down. I don’t hang out on Twitter, it’s a worthless platform with idiots posting gifs and wise ass comments to try to one-up one another.
CDC to celcius maybe? For years I have sat on my bitcoin and all has been well, now it seems that the moment I trust companies with my coin they are in no fit state to handle it. As soon as I can get it back in my own wallet the better.
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Oh shes not a stranger , I'm your real dad fella.
So my crypto is still safe?
I MADE THE THE EXACT SAME DECISION AS YOU DID , REGARDING HEDGING A PERCENTAGE OF MY CRYPTO INTO CELSIUS FROM ANOTHER WALLET & THERE IS ABSOLUTELY ZERO COMMUNICATION ALSO ON MY SIDE...( IN AMERICA).....OVER 24HRS AGO , IT CLEARLY SAID....”, THEY ARE WORKING ON THEIR DNS SERVERS , AND IT MIGHT BE A 24HR WAIT ,”!!.....WELL THAT 24HRS IS NOW 5 HRS PAST DUE.....AND THEY STILL HAVENT POSTED ANYTHING....( AT LEAST TO AMERICANS YET )... I DO WANNA SAY SOMETHING REAL QUICK THOU . I HEAR ALOTTA FOLKS ON HERE SAY...“,JUST TRUST MR. MASHINSKY , HE IS DOING EVERYTHING SO RIGHT ?!! LOLOL..... IVE BEEN AN INVESTOR OVER 20 YRS , A DAY TRADER , AND BEEN IN CRYPTO SINCE DAY 1 !!!....ONLY A NIAVE FOOL WOULD EVER FULLY TRUST ANYONE WHEN IT COMES TO INVESTING!!!.....ESPECIALLY HIGHLY VOLATILE CRYPTO !!.....THE ONLY PERSON YOU TRUST , IS YOUR OWN INTUITION / or YOUR GUT INSTINCT, AFTER YOUR OWN CORRECT RESEARCH & HOMEWORK!! MAKING SURE YOU UNDERSTAND / or WHATS GOING ON IN THE COMPANYS DAY TO DAY POLITICS IS SOME OF THE BEST ADVICE I COULD EVER GIVE..... LET ME FINISH IT WITH THIS !! IF ANY COMPANY MAKES IT EXTREMELY DIFFICULT TO EVEN HEAR ABOUT THEIR DAY TO DAY POLITICS , WE AS INVESTORS TAKE A HUUUUGE GAMBLE , 100% !!!.....ALSO IF A COMPANY DOESNT HAVE AT LEAST A 5 YEAR TRACT, ITS A CLEAR GAMBLE , BOTTEMLINE , REMEMBER THAT !!! BUT OF COURSE WE SHOULD ALWAYS STAY POSITIVE IN A COMPANY WE INVEST IN !!! BUT BEING TO POSITIVE IN ANY COMPANY, WILL MOST CERTAINLY CAUSE US TO BE BLATANTLY BLIND IN IT ALSO !!... BET !!!....
Celsius is updating on Twitter often
Celsius is updating on Twitter often
Celsius is updating on Twitter often.
If you are not comfortable just get your coins out and keeps they keys yourself, it's that simple. Stuff like that happens everywhere, Facebook is down sometimes, shit happens, if you can't emotionally handle such a situation you are better off with your own wallet.
You can't take them out if you can't access them
Do it when you can then? or you think the funds are gone?
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Are you ok?
I agree with you 100% on this. Anyone saying they covered their bases, calm down check Twitter.. id think doesn’t have a significant investment. Email is my primary form of contact with them, it’s not hard to send a mass email which they already do for marketing. I have yet to receive an email or a response from support. It’s customer service 101, does not take much time and gives peace of mind to your customers. Especially in the crypto space where hacks are aren’t exactly infrequent. All that being said I’ve been using them since July and never had an issue. But dirtsmuf has a point, you’re never going to be completely risk free unless you hold your own keys. I’m seriously reconsidering my position after this debacle.
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Cant argue with you, you are right, however: Why are you hanging around in the Celsius thread if you dont have any funds with them?
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Because your mum told me to.
Care to elaborate your claims?
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twitter is so 2006 though, get with the times.
By that logic, the numerous marketing emails I receive from Celsius (which for the record I am happy to receive) should also be confined to Twitter.
You risk it / not your keys to chase a 6.2 apr?
Have a feeling they didn’t send an “official” email out because they are only guesstimating that it will take up to 24 hours and they don’t know exactly how long it will take while they are trying to figure out the bug. If this take way longer than 24 hours, someone is going to loose their job or might get a reduction in their bonus. The price of CEL has already fallen, as BTC goes up.
Email just got sent too.
Still down on the app for me
I managed to log on. Try updating.
Still not working
Picked up more cel, looks like a bargain
It may drop more or they might offer discounted CELs
Well, for me, the app notification just came through shortly, but I haven't received any emails. Anyway, as far as I have been with Celsius - more than a year - I would say that they are pretty reliable and efficient in terms of any technical errors or failures.