Community FAQ

The Celsius team is working around the clock to respond to customers’ questions. In the interest of keeping the community informed, we will continue to update this FAQ as and when it becomes appropriate.

Why has Celsius paused withdrawals, Swap, and transfers between accounts?
To attempt to stabilize our liquidity and operations, we believe it is in the best interest of our community and clients for Celsius to pause withdrawals, Swap, and transfers between accounts.

When can I access my assets?
Our team is working diligently around the clock. We will continue to update the community and our clients as and when it becomes appropriate.

Are Celsius’ operations continuing through the pause?
We are attempting to stabilize our liquidity and operations. We will continue to share information with the community as and when it is appropriate.

Will I continue to earn rewards in my Earn account?
Yes, all coins currently in your Earn account will continue to accrue rewards. We will continue to update the community and our clients as and when it becomes appropriate.

If my funds are in a custody account why have they also been paused?
We have paused withdrawals to give us the time to attempt to stabilize liquidity and operations.

I have an open loan with Celsius, who can I talk to about the status of my loan?
For assistance please direct your inquiry to loans@celsius.network.

Will the withdrawal request I submitted prior to today be honored? When?
Withdrawals, Swap, and transfers between accounts are currently paused. We will continue to share information with the community as and when it becomes appropriate.

How do you plan to communicate with customers that have reached out to you?
Our team is working around the clock to respond to user inquiries. We continue to update the community via our Twitter page (@CelsiusNetwork), customer and in app notifications, and our website as and when it becomes appropriate.

How do I resolve a margin call?
You can resolve a margin call by:

  1. Adding more collateral;
  2. Paying down your loan; or
  3. Closing your loan.

If you receive and wish to resolve the margin call, please reply to the margin call email as soon as possible to let the loans team know which of the three options you choose, and the team can assist you further.

Before resolving or replying to a margin call, please note the following:
As more fully explained in our
blog post, we have paused all withdrawals, Swap, and transfers between accounts. Consistent with that post, any additional assets transferred to your Celsius Account will not be available for withdrawals, Swap or transfers between accounts during this time period, including any digital assets transferred to your Celsius Account in response to a margin call, as well as any collateral released when you pay down or close an outstanding loan.

In accordance with the applicable terms of your loan, full legal title to any digital assets posted as collateral for the loan is transferred to Celsius and/or its affiliates. Celsius is currently seeking to stabilize its liquidity and operations. In that regard, Celsius is considering all of its options, including strategic transactions, as well as a restructuring of its liabilities. For more information on how your transfers to your Celsius Account may be impacted under the above scenarios, please carefully review your Celsius Loan Terms and Conditions, or other applicable loan or sale and repurchase agreement, as well as Sections 4, 10, 13, 23, and 27 of Celsius’ Terms of Use.

How do I add more collateral?
You can add more collateral:

  1. Through the Celsius Web App. You’ll need your deposit address to do this, and you can retrieve your deposit address through both your Mobile App and your Web App. To locate your address through:

The Mobile App:
At the top of the home screen under “Welcome (your name)“, swipe right where it says portfolio balance until you see your separated Earn and Custody Accounts.

  • Click on the “Earn Account Balance” in the top left.
  • Scroll down until you find your first reward payment. Click on it.
  • Click on “Receive Coins.”
  • You will find all of your deposit addresses here. You can switch between coins by clicking on the highlighted button and your address will show up below.

The Web App:

  • Click on “Available Coins”
  • If you click on any coin there you will see your deposit address

Once you have your deposit address and successfully transfer coins to your Celsius Account, you may then go ahead and resolve your margin call directly using the options available on the Web App.

2. By getting in touch with the loans team when you respond to your margin call email or by emailing loans@celsius.network. With your authorization, the team can do the following:
a. Non-US customers: Add the amount of collateral you choose to add from your Earn account to your outstanding loan.
b. US customers: Move the amount of assets you choose to move from your Earn account to your Custody account, and add them as collateral to your outstanding loan.

Please note that all jurisdictional requirements and restrictions apply. Depending on your choice, the team will provide you with additional instructions and information when you get in touch.

Before adding any more collateral, please note the following:
As more fully explained in our
blog post, we have paused all withdrawals, Swap, and transfers between accounts. Consistent with that post, any additional assets transferred to your Celsius Account will not be available for withdrawals, Swap or transfers between accounts during this time period, including any digital assets transferred to your Celsius Account in response to a margin call, as well as any collateral released when you pay down or close an outstanding loan.

In accordance with the applicable terms of your loan, full legal title to any digital assets posted as collateral for the loan is transferred to Celsius and/or its affiliates. Celsius is currently seeking to stabilize its liquidity and operations. In that regard, Celsius is considering all of its options, including strategic transactions, as well as a restructuring of its liabilities. For more information on how your transfers to your Celsius Account may be impacted under the above scenarios, please carefully review your Celsius Loan Terms and Conditions, or other applicable loan or sale and repurchase agreement, as well as Sections 4, 10, 13, 23, and 27 of Celsius’ Terms of Use.

How do I pay off my loan in fiat?
To close a loan by repaying the principal in fiat, please reach out to our team at loans@celsius.network to initiate the loan closure and for our account information.

Any outstanding interest payments will need to be paid in full to close your loan therefore, please ensure that your payment is inclusive of all outstanding interest due to facilitate speedy closure. Please note that if your loan exceeds the liquidation threshold before the wire is received and processed, your loan may still be liquidated. In that event, your wire will be returned to the sending bank.

Before paying off your loan in fiat, please note the following:
As more fully explained in our
blog post, we have paused all withdrawals, Swap, and transfers between accounts. Consistent with that post, any additional assets transferred to your Celsius Account will not be available for withdrawals, Swap or transfers between accounts during this time period, including any digital assets transferred to your Celsius Account in response to a margin call, as well as any collateral released when you pay down or close an outstanding loan.

In accordance with the applicable terms of your loan, full legal title to any digital assets posted as collateral for the loan is transferred to Celsius and/or its affiliates. Celsius is currently seeking to stabilize its liquidity and operations. In that regard, Celsius is considering all of its options, including strategic transactions, as well as a restructuring of its liabilities. For more information on how your transfers to your Celsius Account may be impacted under the above scenarios, please carefully review your Celsius Loan Terms and Conditions, or other applicable loan or sale and repurchase agreement, as well as Sections 4, 10, 13, 23, and 27 of Celsius’ Terms of Use.

How do I pay off my loan in stablecoins?
You can close a loan with stablecoins through the Celsius Mobile App. To do this, you will need to have the principal repayment amount in eligible stablecoins available in your:

  1. Earn Account: If you are a non-US customer.
  2. Custody Account: If you are a US customer.

Any outstanding interest payments will need to be paid in full before closing your loan.

Before paying off your loan in stablecoins, please note the following:
As more fully explained in our
blog post, we have paused all withdrawals, Swap, and transfers between accounts. Consistent with that post, any additional assets transferred to your Celsius Account will not be available for withdrawals, Swap or transfers between accounts during this time period, including any digital assets transferred to your Celsius Account in response to a margin call, as well as any collateral released when you pay down or close an outstanding loan.

In accordance with the applicable terms of your loan, full legal title to any digital assets posted as collateral for the loan is transferred to Celsius and/or its affiliates. Celsius is currently seeking to stabilize its liquidity and operations. In that regard, Celsius is considering all of its options, including strategic transactions, as well as a restructuring of its liabilities. For more information on how your transfers to your Celsius Account may be impacted under the above scenarios, please carefully review your Celsius Loan Terms and Conditions, or other applicable loan or sale and repurchase agreement, as well as Sections 4, 10, 13, 23, and 27 of Celsius’ Terms of Use.

What will happen if I do not resolve a margin call?
Pursuant to the Celsius Loan Terms and Conditions, if you do not resolve your margin call within the time stated in the margin call notice and/or if your loan-to-value ratio (LTV) reaches the liquidation threshold, Celsius has the right, among others, to liquidate your collateral to cover your principal loan amount to avoid additional risk.

As more fully explained in our blog post, we have paused all withdrawals, Swap, and transfers between accounts. Consistent with that post, any additional assets transferred to your Celsius Account will not be available for withdrawals, Swap or transfers between accounts during this time period, including any digital assets transferred to your Celsius Account in response to a margin call, as well as any collateral released when you pay down or close an outstanding loan.

In accordance with the applicable terms of your loan, full legal title to any digital assets posted as collateral for the loan is transferred to Celsius and/or its affiliates. Celsius is currently seeking to stabilize its liquidity and operations. In that regard, Celsius is considering all of its options, including strategic transactions, as well as a restructuring of its liabilities. For more information on how your transfers to your Celsius Account may be impacted under the above scenarios, please carefully review your Celsius Loan Terms and Conditions, or other applicable loan or sale and repurchase agreement, as well as Sections 4, 10, 13, 23, and 27 of Celsius’ Terms of Use.

Can I refinance my loan?
You may be eligible for refinancing. Please direct your inquiry to loans@celsius.network.

Before making any decision to refinance your loan, please note the following:
As more fully explained in our
blog post, we have paused all withdrawals, Swap, and transfers between accounts. Consistent with that post, any additional assets transferred to your Celsius Account will not be available for withdrawals, Swap or transfers between accounts during this time period, including any digital assets transferred to your Celsius Account in response to a margin call, as well as any collateral released when you pay down or close an outstanding loan.

In accordance with the applicable terms of your loan, full legal title to any digital assets posted as collateral for the loan is transferred to Celsius and/or its affiliates. Celsius is currently seeking to stabilize its liquidity and operations. In that regard, Celsius is considering all of its options, including strategic transactions, as well as a restructuring of its liabilities. For more information on how your transfers to your Celsius Account may be impacted under the above scenarios, please carefully review your Celsius Loan Terms and Conditions, or other applicable loan or sale and repurchase agreement, as well as Sections 4, 10, 13, 23, and 27 of Celsius’ Terms of Use.

I have more questions, what should I do?
For more assistance, please direct your inquiries to loans@celsius.network and/or call our customer care team at 1–866–463–5669, Monday through Saturday from 10AM — 11PM ET.

Disclaimer:

This communication does not constitute an offer or solicitation to buy any securities, and shall not constitute an offer or sale in any jurisdiction in which such offer or sale would be prohibited. Any offers, solicitations or offers to buy, or any sales of securities will be made in accordance with the registration requirements of the Securities Act of 1933, as amended (“Securities Act”).

Earn accounts have not been registered under the Securities Act and may not be offered or sold in the United States, to U.S. persons, for the account or benefit of a U.S. person or in any jurisdiction in which such offer would be prohibited.

This communication contains “forward-looking statements”. which involve risks and uncertainties. You should not place undue reliance on forward-looking statements because they are subject factors which are difficult to predict. These forward-looking statements are generally identified by the use of “anticipate,” “believe,” “could,” “estimate,” “expect,” “intend,” “may,” “plan,” “target,” “will,” “would” and similar expressions. Risks and uncertainties include, but are not limited to: anticipated trends and challenges in our business and the regulation of digital asset offerings. We do not undertake to update any forward-looking statement as a result of new information or future events or developments.

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