Popular hardware wallet Ledger recently faced its customers’ criticisms, as its users were unable to access their Bitcoin Cash (BCH) funds for over two days. The company reportedly failed to keep up with the cryptocurrency’s recent update, and to properly update users on what was going on.
According to Reddit threads, users were unable to access their BCH holdings, view their balances, or make transactions, as one user noted:
“I recently trasfered [sic] all my BTC, ETH, and LTC from coinbase to my Nano S. This all went fine. However when I tried to send my BCH, the transfer went through but the balance is still 0 on the ledger wallet. I selected “Main” and scan the QT Code to receive the funds. Did I do something wrong? It has been over 36 hours now.”
Ledger, in response to outrage, revealed that the glitch happened because of the recent Bitcoin-ABC update, which broke compatibility with its parser. As a result, the company revealed, balances on the Ledger Wallet were incorrect.
The company assured users their funds were safe, and added that they could still access them in case of an emergency, via the Electron Cash wallet. In case users needed to receive funds, Ledger’s wallet would still work.
Reddit users, however, suggested that Electron Cash wasn’t working either. This, along with a comment attributed to Ledger’s chief technical officer (CTO) Nicolas Bacca stating he was “not following [the issue] closely,” triggered criticism.
“The team is still investigating. I’m not following this closely, but if invalid data was fed into our parser it could be necessary to reparse the whole chain which will take a few days. Thanks for your patience, and feel free to open an issue on Electron Cash github if it isn’t working properly.”
While at first Ledger assured users it would fix the issue in a matter of hours, it quickly followed-up, stating it would take longer than expected to fix as “the resync of the nodes may take more time than expected.”
At press time, the issue has reportedly been resolved, as Ledger has tweeted about it and updated its status page for Bitcoin Cash to “operational.”
The Bitcoin Cash (BCH) infrastructure is back up and running. You may need to resync your wallet (Settings > Tools > Reset application data) if you still see a wrong balance.— Ledger (@LedgerHQ) April 11, 2018
Some users still note that the company didn’t warn users about the outage in the first place, which saw them turn to Google to find out what was going on with their money.