Relai Reviews & Ratings October 2026
Relai reviews: the verdict
Relai has a mixed reputation with an overall rating of 3.4 out of 5 from 1,628 reviews, falling to 3.0 over the past 12 months. Product quality receives positive feedback in 60% of mentions. Ordering and website functionality face criticism in 51% of 254 mentions. Communication issues are negative in 87% of mentions, and billing problems in 91%. Poor customer service is the most consistent complaint, with 62% of 326 mentions negative, citing unresponsive support, AI bots, and unexplained account lockouts. Despite praise for simplicity and occasional improvements, usability and support issues remain unresolved.
Key findings
- Across 1,628 reviews on 3 portals, the recency-weighted average is 3.4 out of 5.
- The last 12 months average 3.0 out of 5 from 241 reviews (-0.4).
- Quality is the most positively rated theme: 60% of 249 mentions are positive.
- Billing & payment draws the most criticism: 91% of 78 mentions are negative.
- Durability(9)
Derived from the analyzed reviews; each chip links to the page with the cited evidence.
1,628 reviews · 3 portals · 2020-07 – 2026-10 · Methodology ↗ · Verify a quote ↗
What changed in September 2026
In September 2026, 11 new reviews were analyzed; the average rating moved from 2.8 to 2.5 stars.
- New reviews
- 11
- Average rating
- 2.5/5 (2.8 ↓)
- Positive share
- 27% (42% ↓)
Most-discussed themes
- Ordering & website — +3 vs prior month
- Billing & payment — +3 vs prior month
- Communication — unchanged
- Quality — +1 vs prior month
- Customer service — unchanged
Relai rating trend and sentiment
Months with fewer than 5 rated reviews are left out.
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-11 | 3.03 | 29 |
| 2025-12 | 3.58 | 12 |
| 2026-01 | 2.72 | 32 |
| 2026-02 | 3.42 | 55 |
| 2026-03 | 3.17 | 18 |
| 2026-04 | 2.42 | 12 |
| 2026-05 | 3.64 | 14 |
| 2026-06 | 2.87 | 23 |
| 2026-07 | 3.27 | 11 |
| 2026-08 | 2.75 | 12 |
| 2026-09 | 2.45 | 11 |
| 2026-10 | 3.00 | 2 |
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-11 | 41% | 0% | 59% | 29 |
| 2025-12 | 42% | 17% | 42% | 12 |
| 2026-01 | 34% | 9% | 56% | 32 |
| 2026-02 | 53% | 9% | 38% | 55 |
| 2026-03 | 39% | 0% | 61% | 18 |
| 2026-04 | 33% | 0% | 67% | 12 |
| 2026-05 | 64% | 0% | 36% | 14 |
| 2026-06 | 35% | 13% | 52% | 23 |
| 2026-07 | 45% | 9% | 45% | 11 |
| 2026-08 | 42% | 0% | 58% | 12 |
| 2026-09 | 27% | 0% | 73% | 11 |
| 2026-10 | 50% | 0% | 50% | 2 |
Themes over time
Data as table
| Month | Customer service | Ordering & website | Quality | Communication | Billing & payment | Value for money |
|---|---|---|---|---|---|---|
| 2025-06 | - | - | - | 2.0 | - | 5.0 |
| 2025-07 | - | - | - | 3.4 | - | 3.7 |
| 2025-08 | - | - | - | 2.3 | 2.1 | 4.4 |
| 2025-09 | - | - | - | - | 1.0 | - |
| 2025-10 | 1.0 | 1.0 | 2.3 | - | 1.0 | 5.0 |
| 2025-11 | 2.6 | 1.7 | 3.8 | 1.5 | 1.0 | - |
| 2025-12 | 3.0 | 5.0 | 3.5 | - | 3.0 | 4.0 |
| 2026-01 | 2.3 | 2.0 | 2.9 | 1.3 | 1.0 | 3.8 |
| 2026-02 | 2.3 | 3.0 | 3.5 | 1.0 | 2.5 | 4.0 |
| 2026-03 | 4.0 | 3.8 | 3.5 | 1.0 | 1.0 | 5.0 |
| 2026-04 | 2.0 | 1.7 | 5.0 | 1.0 | 1.0 | 1.0 |
| 2026-05 | 3.7 | 3.5 | 3.7 | 2.0 | 2.0 | 1.5 |
| 2026-06 | 3.0 | 2.4 | 2.6 | 1.5 | 1.3 | 2.2 |
| 2026-07 | 1.0 | 3.0 | 2.0 | - | - | - |
| 2026-08 | 1.0 | 1.0 | 1.0 | 1.5 | - | 2.0 |
| 2026-09 | 1.0 | 3.0 | 3.0 | 1.0 | 2.3 | - |
Latest Relai customer voices
The most recent review passages across all portals. Each quote links to its source.
Short excerpts - full reviews are available at the original source.
„They reuse your address, so you always stack to the same address.“
„Unfortunately, there are no ways to reach support via the app.“
„Reaching from my thumb to the top left corner of the screen to use the integrated app button is a real pain.“
„Very annoying, constant new demands.“
„Uncomplicated and trustworthy!“
„Maybe the automated investment could be improved by choosing the date you want, not just next Wednesday, but always on the first of the month.“
Relai reviews: frequently asked questions
Answered from the reviews only. Questions about a specific theme or product link to the section they come from.
What are the main reasons users look for a Relai alternative?
Reviewers note that while Relai provides a straightforward way to buy Bitcoin using a self-custody wallet and savings plans, many users experience significant frustrations with verification, support, and account access, prompting some to look for alternatives.
Verification Issues
Reviewers report that Relai's verification process is overly complex and unreliable, with many unable to complete it due to issues such as failed ID scans, outdated address requirements, and unresponsive support. Some users were locked out of their accounts with no recovery option, rendering the platform unusable.
Support Failures
Poor customer support is a major pain point, with users reporting long wait times, unhelpful responses, and being ignored after multiple attempts. One reviewer sent around 20 emails without resolution, calling the support a 'total catastrophe.'.
Practical Alternatives
Despite Relai’s promise of simplicity and self-custody, some users find the app’s technical hurdles and lack of alternatives for account recovery make it impractical. The frustration leads them to seek more reliable platforms, even if Relai itself is seen as a decent option in theory.
What customers said:
- „There is no alternative. But my patience finally ends at the step where you have to…“
„There is no alternative. But my patience finally ends at the step where you have to upload proof of address that is no older than three months.“
Original„Es gibt keine Alternative. Doch mein Verständnis hört endgültig bei dem Schritt auf, bei dem man einen Adressnachweis hochladen soll, der nicht älter als drei Monate ist.“
- „Support is a total disaster.“
„Support is a total disaster.“
Original„Support totale Katastrophe.“
- „The verification process was aborted.“
„The verification process was aborted.“
Original„Der Verifizierungsprozess wurde abgebrochen.“
- „I'll probably look for alternatives...“
„I'll probably look for alternatives...“
Original„Werd mir wohl auch Alternativen suchen...“
How do I contact Relai customer support, and what is the experience like?
The search query 'relai kontakt' likely refers to users seeking help with customer support or contact options for the Relai app. Reviewers report mixed experiences, with many describing long wait times, unresponsive bots, and difficulty reaching human agents, especially during account verification. However, some users did receive prompt assistance when contacting support directly via email.
Support Delays
Reviewers report significant frustration with Relai's customer support, especially during account verification. Many describe long delays, unresponsive chat bots, and difficulty reaching a real person. Some users had to send multiple emails over weeks without receiving a reply, and one reported being unable to proceed due to a supposed limit on verification attempts.
Positive Exceptions
Despite widespread complaints, a few users reported positive experiences. One reviewer stated that contacting the team via email resulted in immediate assistance. This indicates that although the system is often slow or dysfunctional, direct email contact can occasionally lead to timely and effective support.
Inconsistent Access
The overall experience with Relai's contact system is inconsistent. Users frequently report being trapped in automated loops or receiving no response at all. The absence of reliable human support, particularly during critical stages such as verification, erodes trust in the platform’s accessibility and reliability.
What customers said:
- „Contacted support via email.“
„Contacted support via email.“
Original„Support per Mail kontaktiert.“
- „It takes forever to get a response.“
„It takes forever to get a response.“
Original„Dauert ewig für eine Antwort.“
- „I verified my account, but I wasn't activated immediately.“
„I verified my account, but I wasn't activated immediately.“
Original„Ich habe mich verifiziert, wurde aber nicht sofort freigeschaltet“
- „Support contact is 99% bots“
„Support contact is 99% bots“
Original„Supportkontakt zu 99% mit BOT“
Can I use Relai if my phone doesn’t have NFC?
No, you cannot use Relai if your phone lacks NFC, as the app requires NFC for identity verification during registration. Reviewers report being locked out of their accounts or unable to create an account entirely when their devices do not support NFC.
NFC Required
Reviewers consistently report that Relai’s verification process relies on NFC, making the app unusable on phones without this feature. One user said they were unable to complete registration on a GrapheneOS phone due to the absence of NFC support, and another confirmed they lost access to their account as a result.
Account Access Lost
Several users with NFC-disabled phones were unable to verify their identity and were permanently locked out of their accounts. One reviewer stated that, despite multiple attempts, the app did not allow account creation, and another reported that their account was deleted without warning after verification failed.
No Workarounds Available
Users have not reported any alternative verification methods. Even when using a valid ID or completing other steps such as uploading documents, progress is not possible due to the lack of NFC. One user stated that the app does not accept biometrics from the device itself, requiring reliance on a third-party service that still needs NFC.
What customers said:
- „they didn't accept my ID card because it didn't have an NFC chip“
„they didn't accept my ID card because it didn't have an NFC chip“
Original„ils n'ont pas accepté ma carte d'identité car elle n'avait pas de puce NFC“
- „NFC is not supported by my phone.“
„NFC is not supported by my phone.“
Original„NFC n'est pas pris en charge par mon téléphone“
- „If your ID card has a faulty NFC chip, you can't even verify yourself.“
„If your ID card has a faulty NFC chip, you can't even verify yourself.“
Original„Falls man einen Perso mit defektem NFC Chip hat, kann man sich nicht mal verifizieren.“
- „Verification is currently not possible with a phone that lacks NFC.“
„Verification is currently not possible with a phone that lacks NFC.“
Original„Mit einem Handy ohne NFC ist eine Verifizierung aktuell nicht möglich.“
How does Relai work for buying Bitcoin, and what are the main user experiences?
Relai is a Swiss mobile app that enables users to buy Bitcoin easily and securely via credit card, bank transfer, or Apple Pay, while maintaining full self-custody of their funds. However, some users report ongoing technical issues with the app's functionality.
Self-Custody Security
Reviewers highlight that Relai offers a secure, self-custody Bitcoin experience, with users maintaining full control over their private keys. The app supports multiple purchase methods and includes features such as automated savings plans and hardware wallet integration.
App Stability Issues
Many users report serious technical problems, including the app failing to open for weeks at a time and only working intermittently. These issues have led some to label Relai as unreliable for crypto transactions, especially for those needing consistent access.
User Experience & Support
Despite technical problems, users who can access the app praise its straightforward interface and strong focus on security. The platform is considered suitable for both beginners and experienced users, especially because of its transparent fee structure and customer support.
What customers said:
- „It only works every 10th login.“
„It only works every 10th login.“
Original„bei jedem 10. Login funktioniert es wieder“
- „Self custody. Your keys, your crypto!“
- „Relai is absolutely the best crypto and Bitcoin app out there!“
Who is the CEO of Relai?
User reviews do not clearly mention the name of the CEO of Relai. However, some reviewers refer to the CEO in the context of verification and support issues, suggesting insufficient management.
Mention of the CEO
Reviewers cite the CEO in complaints about prolonged verification delays and ongoing errors in the verification process. One user states that the CEO should step in to resolve these issues, highlighting the CEO's perceived involvement in operations.
Management issues
Several users express frustration over the lack of support responses and slow fixes, blaming these delays on the CEO's lack of attention. These critiques indicate that leadership is perceived as unresponsive to technical and operational issues.
Impact on trust
Delays in verification and a lack of communication from support have caused some users to lose money and stop using the application. The CEO's lack of response is viewed as an aggravating factor in the erosion of trust.
What customers said:
- „Dans le podcast « Bitcoin Verstehen », le PDG a affirmé que la vérification serait…“
„Dans le podcast « Bitcoin Verstehen », le PDG a affirmé que la vérification serait terminée en quelques minutes.“
Original„Im Bitcoin Verstehen Podcast hieß es vom CEO in wenigen Minuten ist die Verifikation abgeschlossen.“
- „Le PDG devrait s'inquiéter et corriger les erreurs du processus de vérification.“
„Le PDG devrait s'inquiéter et corriger les erreurs du processus de vérification.“
Original„Der CEO sollte eigentlich kein Auge mehr zutun und die Fehler im Verifizierungsprozess beheben.“
How reliable is Relai's customer service for Bitcoin-related issues?Customer service
Customer service at Relai is widely criticized for being unresponsive, opaque, and inconsistent, with users reporting account lockouts without explanation, delayed transactions, and a lack of support during technical issues. Despite the app's promise of secure, user-controlled Bitcoin purchases, many users feel abandoned when problems arise.
Account Lockouts
Reviewers report that Relai frequently locks accounts without warning or justification, often demanding personal financial details before reinstating access. One user was locked out six months after changing their email, calling the practice 'completely unacceptable.'.
Poor Support Response
Several users report significant delays or complete lack of response when raising issues such as failed Bitcoin transfers or delayed purchases. One user waited two weeks for a resolution that never arrived, while another was locked out following a compliance check without receiving a clear explanation.
Technical Instability
Several users report that the app becomes unusable after updates or on certain devices, with no support provided. One user was forced to abandon Relai after being locked out of their account due to a device change, describing the experience as 'frightening.'.
What customers said:
- „You can't access your Bitcoins anymore.“
„You can't access your Bitcoins anymore.“
Original„kommt man erst mal nicht mehr an seine Bitcoins.“
- „that such an important app is simply no longer supported without warning“
„that such an important app is simply no longer supported without warning“
Original„das eine so wichtige App einfach ohne Vorwarnung nicht mehr unterstützt wird“
- „I can only strongly advise against opening a Bitcoin account with Relai.“
„I can only strongly advise against opening a Bitcoin account with Relai.“
Original„Ich kann nur dringend davon abraten, bei Relai ein Bitcoin-Konto zu eröffnen.“
- „I was a satisfied customer of Relai for several years and bought Bitcoin regularly.“
„I was a satisfied customer of Relai for several years and bought Bitcoin regularly.“
Original„Ich war mehrere Jahre zufriedener Kunde von Relai und habe regelmässig Bitcoin gekauft.“
What is the Relai app, and what do users say about its customer service and overall experience?Customer service
The Relai app enables users in Switzerland to purchase Bitcoin easily via credit card, bank transfer, or Apple Pay, offering features such as a self-custody wallet, savings plans, and business support. Nevertheless, customer reviews highlight significant problems with reliability, support, and account access, even though the app offers a clean design and transparent fees.
Support Failures
Reviewers report that customer service is largely ineffective, with a heavy reliance on AI bots that offer no real assistance. Many describe long wait times for human support, unresponsive teams, and a lack of meaningful resolution for critical issues such as account lockouts or failed transactions.
Account & App Instability
Users frequently experience app crashes, an inability to open the app, and sudden account deletions or suspensions without explanation. Some report being locked out repeatedly, even after completing verification, making the app unreliable for regular use.
Mixed Trust & Value
While the app’s interface is praised for being clean and straightforward, users are frustrated by hidden costs, delayed Bitcoin deposits, and poor technical performance. Despite the promise of self-custody and security, many feel the app’s flaws outweigh its benefits.
What customers said:
- „Even with professionals, the Relai app cannot be made to work.“
„Even with professionals, the Relai app cannot be made to work.“
Original„selbst mit Profis ist die App Relai nicht in die Gänge zu bringen“
- „The app looks cleanly designed at first glance“
„The app looks cleanly designed at first glance“
Original„Die App wirkt auf den ersten Blick sauber gestaltet“
- „It happens regularly that you just get stuck on the opening screen.“
„It happens regularly that you just get stuck on the opening screen.“
Original„es kommt regelmäßig vor, dass man einfach stuck im opening screen ist“
- „This is a systematic issue, so I can only advise against using this app.“
„This is a systematic issue, so I can only advise against using this app.“
Original„Das hat System daher kann ich nur davon abraten diese App zu nutzen.“
How does the Relai wallet work, and what are the main user experiences with it?Ordering & website
The Relai wallet is a self-custodial Bitcoin wallet integrated into the Relai app, enabling users to buy and manage Bitcoin directly. However, users report significant issues with access, verification, and app stability, particularly after updates.
Wallet Functionality
Reviewers report that the Relai wallet is designed to be self-custodial, meaning users retain control of their private keys and Bitcoin. The app supports buying Bitcoin via credit card, bank transfer, or Apple Pay, and integrates with external wallets. Some users appreciate the transparent fees and clear onboarding process.
Access & Verification Issues
Many users report significant issues accessing their wallets, particularly following app updates or the introduction of new login methods. Problems include being locked out even after completing KYC, an inability to restore wallets using seed phrases, and being required to delete and reinstall the app. Some users find the verification process excessive and unnecessary.
Technical Problems
Common complaints include broken features such as failed swaps between Bitcoin and the Lightning Network, unresponsive buttons, and poor usability in the Lightning wallet during testing. Although there is some positive feedback on the app’s core functions, these technical flaws and user experience issues have caused many users to abandon the platform.
What customers said:
- „Access stopped working after the update“
„Access stopped working after the update“
Original„Nach dem Update funktionierte der Zugriff nichtmehr“
- „Swaps inside from Bitcoin to lightning or from lightning to bitcoin wallet doesn’t work…“
„Swaps inside from Bitcoin to lightning or from lightning to bitcoin wallet doesn’t work well.“
- „I found the Lightning wallet in the test phase to be unintuitive.“
„I found the Lightning wallet in the test phase to be unintuitive.“
Original„Die Lightning wallet in der Testphase empfand ich als nicht intuitiv“
- „Worked well then.“
„Worked well then.“
Original„Hat dann gut funktioniert.“
What problems do users experience with the Relai app?Ordering & website
The Relai app has been reported to experience frequent technical issues, including crashes, failure to open, and problems during account verification. Users also report being locked out of their accounts unexpectedly and facing difficulties with identity verification, particularly non-Swiss residents.
App Crashes
Reviewers report that the Relai app frequently crashes, fails to open, or freezes after a few hours of use. Some users say the app becomes unresponsive after updates, and even reinstalling does not resolve the issue.
Account Access Issues
Multiple users report being unexpectedly locked out of their accounts, often due to verification issues. Some state that their accounts were deleted entirely, leaving no way to recover transaction history or access funds.
Verification Problems
Verification issues are common, particularly for non-Swiss residents or those using foreign IDs. Users report being unable to complete registration, not receiving verification emails, or being rejected after waiting for days, even when providing correct documents.
What customers said:
- „Even the app installation doesn't work.“
„Even the app installation doesn't work.“
Original„wenn schon die Installation der App nicht klappt“
- „Cannot open the app“
„Cannot open the app“
Original„kann App nicht öffnen“
- „To all foreigners without a Swiss passport, don't even bother downloading the app.“
„To all foreigners without a Swiss passport, don't even bother downloading the app.“
Original„An alle Ausländer ohne CH-Pass, gar nicht erst die App herunterladen..“
- „App will not open.“
„App will not open.“
Original„app lässt sich nicht öffnen“
How reliable is Relai for selling Bitcoin?Quality
The ability to sell Bitcoin on Relai appears unreliable and is frequently disrupted by technical issues, verification hurdles, and poor customer support, despite some users still finding the app trustworthy for investing.
Selling Issues
Reviewers report that the ability to sell Bitcoin on Relai is often broken or blocked, with multiple users stating that the 'Send' or 'Receive' buttons are disabled, especially after updates. Some claim they cannot trade Bitcoin at all despite having verified their accounts.
Verification Problems
A major complaint is the aggressive and frustrating verification process, which requires users to upload sensitive documents such as ID photos and bank statements. Many users find this step unnecessary, invasive, and poorly implemented, with some reporting that even basic scans fail due to AI recognition problems.
Mixed Trust
Despite technical and support shortcomings, a small number of users still describe Relai as a trustworthy app for Bitcoin investment, especially for beginners. However, these positive opinions are outweighed by widespread frustration regarding functionality and user experience.
What customers said:
- „Since you are now forced to verify your identity to trade Bitcoin again, my mood is…“
„Since you are now forced to verify your identity to trade Bitcoin again, my mood is already mediocre.“
Original„Nachdem man nun zur Verifizierung gezwungen wird, um wieder Bitcoins handeln zu können, ist die Laune eh schon mittelmäßig.“
- „Relai is a data harvester.“
„Relai is a data harvester.“
Original„Relai ist Datensammler“
- „You can't even trade your Bitcoin anymore.“
„You can't even trade your Bitcoin anymore.“
Original„Man kann seine Bitcoin auch nicht mehr handeln“
- „When I try to buy Bitcoins, it always gets stuck on "Card is being verified" with no…“
„When I try to buy Bitcoins, it always gets stuck on "Card is being verified" with no progress.“
Original„Will ich Bitcoins kaufen steht immer ohne Fortschritt "Karte wird verifiziert".“
How reliable are wallet transfers and access in the Relai app?Quality
Relai users report significant issues with wallet transfers and access, including failed transactions, app crashes, and loss of access after updates. While some users note helpful customer support, many describe alarming experiences with fund inaccessibility and security concerns.
Transfer Failures
Reviewers report that wallet transfers often fail, with messages stating 'something went wrong' or no transaction occurring at all. Some users say they cannot send Bitcoin despite successful payments, leading to frustration and financial uncertainty.
Access & App Stability
Multiple users report that the app crashes, displays only a white screen, or becomes incompatible with their devices after updates. In some cases, users lost access to their wallets entirely and were forced to reinstall and restore from seed phrases, which represents a significant disruption for non-technical users.
Security & Trust Issues
Several users have raised significant concerns about the app’s self-custody claims, pointing out that seed phrases were accessible after two years and that biometric access now depends on a third-party service. One reviewer noted that after being locked out, they were able to view their seed phrase without any security verification, which has created serious trust issues.
What customers said:
- „Otherwise, access will be blocked.“
„Otherwise, access will be blocked.“
Original„Ansonsten wird der Zugang gesperrt.“
- „my money (which was a significant amount) was frozen, and I couldn't access it“
„my money (which was a significant amount) was frozen, and I couldn't access it“
Original„mein Geld (war nicht wenig) erst auf Eis, konnte nicht mehr darüber verfügen“
- „I have been trying to swap from Lightning to on-chain for 2 days (05/05/25), but the…“
„I have been trying to swap from Lightning to on-chain for 2 days (05/05/25), but the app keeps crashing or nothing gets sent.“
Original„Ich seit 2 Tagen(05.05.25)von Lightning zur onchain zu swapen, jedoch stürzt die App ständig ab oder es wird nichts gesendet, ich habe gestern 2h und heut 1h lang versucht, Sats per Lightning zu…“
- „Access stopped working after the update“
„Access stopped working after the update“
Original„Nach dem Update funktionierte der Zugriff nichtmehr“
How is the communication and customer support experience with Relai for users trying to set up a Bitcoin Sparplan?Communication
The communication and customer support experience with Relai is frequently described as poor, with users encountering significant delays, unresponsive chatbots, and insufficient explanations during verification and account access issues. Many report being locked out of their accounts without any clarification, while others face difficulties completing identity verification due to technical problems or the absence of human assistance.
Unresponsive Support
Reviewers report that communication with Relai is almost entirely automated, relying on unhelpful chatbots that fail to resolve issues. Users frequently describe being stuck in endless loops, unable to access support until verification is complete, which often fails due to technical glitches or unclear instructions.
Account Lockouts
Many users report being locked out of their accounts without warning or explanation, particularly after completing verification and making purchases. In multiple instances, users were blocked during the process, with no clear reason given, and no resolution available even after weeks of follow-up.
Verification Failures
The identity verification process is a significant issue, with users unable to complete it due to hidden input fields, non-functional forms, or being stuck in a cycle where they cannot verify without support, yet cannot get support without first verifying.
What customers said:
- „Communication is only via AI agent and it doesn't help you.“
„Communication is only via AI agent and it doesn't help you.“
Original„Die Kommunikation nur über KI Agent und dieser Hilft dir nicht weiter“
- „Customer support keeps telling me to contact them via in-app chat.“
„Customer support keeps telling me to contact them via in-app chat.“
Original„Assistenza clienti che continua a dirmi di contattarli tramite chat in-app“
- „Support hasn't replied even after 3 days.“
„Support hasn't replied even after 3 days.“
Original„Support antwortet auch nach 3Tagen nicht“
- „The bot couldn't explain why I suddenly can't pass the verification process two weeks…“
„The bot couldn't explain why I suddenly can't pass the verification process two weeks after verifying and buying Bitcoin.“
Original„Warum ich 2 Wochen nach Verifizierung & BitCoin Kauf dann auf einmal nicht durch den Überprüfungsprozess komme, konnte mir der BOT nicht beantworten.“
What Reddit users say about Relai
From 13 Reddit threads that mention Relai. Community posts are opinions, not verified purchases.
Below are extracts from Reddit discussions - each linked to the original thread.
„When you buy Bitcoin with Relai it's automatically sent to the private wallet you create in the app itself“
„I can absolutely recomended it.“
„Relai is actually cheaper in terms of fees“
„I have set up relai so that every time I purchase BTC (it purchases it daily automatically) it directly sends it into my hardware wallet“
„now when I open the app KYC is mandatory before Oct 31 or they close“
„Relai is a pretty reliant service“
Relai review themes at a glance
Every theme is backed by classified review text. Open a theme to read its analysis. ·
Customer service326× mentions
120positive201negativeOrdering & website254× mentions
110positive129negativeQuality249× mentions
149positive95negativeCommunication78× mentions
10positive68negativeBilling & payment78× mentions
5positive71negativeValue for money75× mentions
37positive33negativeDelivery30× mentions
14positive11negativeReturns & refunds26× mentions
2positive22negativeDurability14× mentions
9positive5negativeFit & sizing13× mentions
5positive7negativePackaging3× mentions
2positive1negativeMaterial1× mentions
1positive0negative
Reviews about Relai customer service
326 mentions · 37% positive · 62% negative
Reviewers say customer service at Relai is a major source of frustration, with a strong negative trend in recent feedback. Of 358 mentions, 227 are negative and only 126 are positive, showing that dissatisfaction exceeds satisfaction. The overall sentiment has varied over time, dropping to 1★ in late 2025 and early 2026, especially in October 2025 and July 2026. However, there were brief improvements in March and May 2026, reaching 4★ and 3.67★ respectively. Despite these short-term gains, recurring issues particularly unresponsive support, account lockouts without explanation, and reliance on unhelpful AI bots have left many users disillusioned. While a small group of long-term users still praise the support team as fast and competent, these positive experiences are increasingly outweighed by complaints about poor communication, lack of human interaction, and unresolved technical problems.
What customers praise
Customers who praise Relai’s customer service note fast, knowledgeable, and friendly support. Many long-term users emphasize that the team is responsive, professional, and genuinely helpful when issues arise. They appreciate the clarity and precision in answers, especially when dealing with technical or financial questions. These users often describe the support as a key reason they continue using the app.
What customers said:
- „A great team, a great product.“
„A great team, a great product.“
Original„Ein tolles Team, ein tolles Produkt.“
- „Support is super fast.“
„Support is super fast.“
Original„der Support ist super schnell“
Common complaints
Common complaints focus on unhelpful AI bots, extended wait times for human agents, and a lack of meaningful responses. Users report being trapped in automated loops without any real resolution, even after multiple attempts. Several users state that their accounts were locked without warning or explanation, and reopening them required providing sensitive financial details. Others describe receiving only generic replies with no follow-up, leaving their issues unresolved.
What customers said:
- „Completely incompetent support.“
„Completely incompetent support.“
Original„völlig unfähiger support“
- „Inquiries are only answered by AI and are not helpful.“
„Inquiries are only answered by AI and are not helpful.“
Original„Die Anfragen werden nur mit Ki beantwortet und helfen nicht weiter.“
Representative customer service reviews
Short excerpts - full reviews are available at the original source.
„Relai's AI couldn't really help either.“
„But my account was suddenly deleted.“
„cannot use the app anymore“
Reviews about Relai ordering & website
254 mentions · 43% positive · 51% negative
Reviewers report mixed experiences with Relai’s ordering and website functionality, showing a clear imbalance toward negative feedback 142 negative mentions compared to 109 positive. The overall trend reveals persistent frustration, especially regarding verification processes, usability issues during critical steps like KYC and seed phrase entry, and technical glitches that prevent access or completion of transactions. While some users commend the app’s simplicity and intuitive design, particularly for beginners, many describe repeated failures in completing purchases, unresponsive interfaces, and unexpected account disruptions. Monthly ratings reflect this volatility, with several low scores in 2025 and 2026, including multiple 1-star reviews citing lost access and unworkable verification steps. Despite occasional improvements, such as faster purchase options and better payment integration, core usability problems remain unresolved for a significant portion of users.
What customers praise
Customers frequently praise Relai’s straightforward interface and ease of use, particularly for those new to Bitcoin. Many highlight the app’s clean design, smooth onboarding, and the ability to buy Bitcoin instantly using various payment methods. Users appreciate having direct control over their funds and the app’s emphasis on self-custody, describing it as intuitive and beginner-friendly. Some also note improvements in payment processing and the ability to make short-term purchases without delays.
What customers said:
- „Now it allows you to buy instantly.“
„Now it allows you to buy instantly.“
Original„ahora te permite comprar al instante“
- „You can invest in Bitcoin directly via an app“
Common complaints
Common complaints focus on the verification process, which many find overly complex and intrusive. Users report being blocked from completing purchases due to missing or unresponsive options during KYC, including issues with face scans, document uploads, and seed phrase entry. Several mention being locked out of their accounts after failed verification attempts or sudden account deletions. Others describe being asked to provide excessive documentation, such as bank statements and salary slips, even for small transactions, which they view as unnecessary and privacy-invasive.
What customers said:
- „the whole move will cost me a lot of time“
„the whole move will cost me a lot of time“
Original„der ganze Umzug wird mich sehr viel Zeit kosten“
- „Every deposit must be announced.“
„Every deposit must be announced.“
Original„jede Einzahlung muss man ankündigen“
Representative ordering & website reviews
Short excerpts - full reviews are available at the original source.
„In the middle of seed verification, a 'update now' pop-up appears, and 'update later' cannot be clicked.“
„Do not close the page!“
„The displayed image is too long.“
Reviews about Relai quality
249 mentions · 60% positive · 38% negative
Reviewers report that Relai’s quality presents a mixed but increasingly positive experience, with 156 positive mentions out of 260 total. Early feedback highlighted significant usability issues and technical instability, but the overall trend shows improvement over time, particularly from mid-2025 onward. Many users praise the app’s security, simplicity, and reliability in handling Bitcoin purchases and savings plans. However, a persistent set of complaints centers on poor user interface design, frequent crashes, and missing features like dark mode. The quality perception dipped sharply in late 2025 and early 2026, with several one-star reviews citing app freezes, broken navigation, and lack of transparency. Since mid-2026, ratings have stabilized around 3.5 stars, suggesting that Relai has made meaningful fixes, though some core usability problems remain unresolved for certain users.
What customers praise
Many users highlight Relai’s ease of use, especially for beginners. They appreciate the ability to buy Bitcoin using simple methods such as credit card or Apple Pay, and value having control over their own private keys. The automated savings plan is frequently praised as reliable and well-integrated. Users also commend the responsive support team and the app’s strong security features, which enable them to invest without relying on third-party custody. Several long-term users express loyalty, citing consistent improvements and trust in the platform over years of use.
What customers said:
- „Thank you for your dedication and consistently excellent work.“
„Thank you for your dedication and consistently excellent work.“
Original„Danke für euer Engagement und eure konstant sehr gute Arbeit.“
- „Regular BTC investing is now fully automated.“
„Regular BTC investing is now fully automated.“
Original„das regelmässige Investieren in BTC ist dadurch voll automatisiert“
Common complaints
Users frequently report technical issues such as app crashes, frozen screens, and unresponsive buttons. The navigation is criticized for being unintuitive, particularly the absence of a working back button on Android. Many find the interface visually unappealing and poorly designed, with some calling it a 'cramp' to use. Missing features like dark mode and NFC-based verification for non-NFC devices are seen as major drawbacks. Several reviewers also note that the app requires higher purchase prices than market rates, resulting in hidden costs, and some experienced sudden profile locks without explanation.
What customers said:
- „Incredibly poor UX design.“
„Incredibly poor UX design.“
Original„Unglaublich schlechtes UX Design“
- „The app doesn't run well.“
„The app doesn't run well.“
Original„Die App läuft nich gut“
Representative quality reviews
Short excerpts - full reviews are available at the original source.
„The standard Android back button cannot be used.“
„The app feels vibe-coded.“
„No dark mode is an absolute dealbreaker!“
Reviews about Relai communication
78 mentions · 13% positive · 87% negative
Reviewers report that communication with Relai has become increasingly problematic over time, with a strong negative trend dominating customer sentiment. Out of 89 mentions, only 10 are positive, while 79 express frustration or dissatisfaction. Early feedback in 2025 showed some mixed experiences, but by mid-2026, complaints intensified, with multiple reviews giving 1-star ratings and citing poor responsiveness, lack of transparency, and unhelpful support. The overall pattern indicates a decline in perceived communication quality, especially around customer service access, KYC processes, and transaction clarity. While a small number of users still praise the app’s clarity and support responsiveness, these voices are increasingly outnumbered by those describing delays, vague replies, and inaccessible help channels.
What customers said:
- „Using AI is reasonable even for the older generation“
„Using AI is reasonable even for the older generation“
Original„Umgang mit KI auch für ältere Generation zumutbar“
- „Fast, efficient collaboration and responses“
„Fast, efficient collaboration and responses“
Original„schnelle zügige Zusammenarbeit und Antworten“
Reviews about Relai billing & payment
78 mentions · 6% positive · 91% negative
Reviewers overwhelmingly express dissatisfaction with Relai’s billing and payment system, with 77 negative mentions compared to just 5 positive ones. The overall sentiment has steadily declined since mid-2025, dropping from a 2.6-star rating in July to a low of 1 stars in September and several following months. Customers frequently cite hidden or unclear fees, unexpected delays in fund availability, and aggressive data collection as major pain points. Many report being charged a significant spread on top of the stated 0.9 1% fee, sometimes pushing total costs above 2%. A recurring theme is frustration over having to pre-notify deposits, only to find funds not credited promptly. Some users describe being locked out of their accounts without explanation or having money frozen indefinitely. While a few praise the app’s simplicity and fast payment processing, these positive experiences are rare and often overshadowed by serious concerns about transparency, control, and trust.
What customers said:
- „The fees are communicated transparently.“
- „Much better than the bank I also use.“
„Much better than the bank I also use.“
Original„viel besser als bei einer Bank bei der ich auch bin.“
Reviews about Relai value for money
75 mentions · 49% positive · 44% negative
Reviewers express mixed views on Relai’s value for money, with nearly equal numbers of positive and negative mentions 42 positive versus 38 negative. Overall sentiment has declined in recent months, particularly from late 2025 through mid-2026, marked by several low ratings in 2026, including a 1-star review in April and a 1.5-star average in May. Many users value the app’s simplicity and control, especially for small, regular investments. However, an increasing number of complaints focus on hidden costs, particularly high spreads and unclear pricing, with some stating that Relai is significantly more expensive than competitors. While early feedback highlighted the app’s intuitive design and low fees for small amounts, recent reviews reflect growing frustration over transparency and unexpected charges, indicating a decline in perceived value over time. Despite this, a core group of users still consider Relai cost-effective, particularly for those who prioritize self-custody and ease of use.
What customers said:
- „Extremely cost-effective for savings plans up to €100!“
„Extremely cost-effective for savings plans up to €100!“
Original„Bis 100€ Sparrate extrem kostengünstig!“
- „With Relai, you can do more than just buy (in my case, BTC)“
„With Relai, you can do more than just buy (in my case, BTC)“
Original„Mit Relai kann man nicht nur (in meinem Fall BTC) kaufen“
Reviews about Relai delivery
30 mentions · 47% positive · 37% negative
Reviewers report mixed experiences with Relai’s delivery and transaction processing, particularly regarding the timing and reliability of Bitcoin transfers and account access. While 18 of 37 mentions are positive, highlighting fast payments, smooth app handling, and reliable transfers, 14 are negative, with recurring complaints about delays, unresponsive support, and funds being stuck or inaccessible. The overall trend shows fluctuating satisfaction over time, with strong 5-star feedback in early 2025 and again in late 2025 and early 2026, but sharp drops in ratings during mid-2025 and early 2026, including multiple 1-star reviews citing complete lack of communication and unresolved issues. These spikes in negative feedback suggest intermittent operational problems, especially around transaction settlement and customer service responsiveness, though many users still praise the app’s core functionality when it works as expected.
What customers said:
- „Very fast payment processing.“
„Very fast payment processing.“
Original„Sehr schnelle Abwicklung der Zahlungen.“
- „Sending Bitcoin worked well.“
„Sending Bitcoin worked well.“
Original„das versenden von Bitcoin hat gut geklappt.“
Reviews about Relai returns & refunds
26 mentions · 8% positive · 85% negative
Reviewers report widespread frustration with Relai’s returns and refunds process, with 23 out of 27 mentions being negative. The overwhelming sentiment centers on account access issues, unexplained account closures, and a lack of transparency when problems arise. Many users describe being locked out of their accounts after completing verification steps, with no clear reason provided. Some report losing access to their Bitcoin entirely after updates or failed verifications, and in several cases, the support team offered no actionable help. While a few positive mentions highlight smooth purchases and self-custody features, these are rare and do not offset the recurring complaints. The trend shows a consistent pattern of dissatisfaction, particularly from 2024 to 2026, with only one 5-star review and a brief spike in positive feedback in early 2025. Overall, the experience with returns and refunds remains a major pain point for users.
What customers said:
- „But it's good that they offer self-custody.“
„But it's good that they offer self-custody.“
Original„Aber gut das sie die eigenverwahrung anbieten.“
- „I couldn't access my funds for a year and am now transferring my wallet to another…“
„I couldn't access my funds for a year and am now transferring my wallet to another platform to trade.“
Original„Ich konnte ein Jahr nicht über mein Guthaben dort verfügen und werde meine Wallet jetzt zu einer anderen Plattform zum handeln transferieren.“
Relai products & services in the reviews
What reviewers say about each Relai offering. Mentions are reviews that name the product. ·
Reviews about Relai App
171 mentions · 3.6/5 · top themes: Customer service, Ordering & website, Quality
Mobile app for easily buying Bitcoin using a credit card, bank transfer, Apple Pay, or Google Pay, with savings plans and direct transfers to external wallets.
Reviewers report that the Relai app receives a mixed but generally positive reception, with 104 positive mentions compared to 59 negative ones. Overall, sentiment has shifted downward in recent months, particularly from early 2026 onward, with several one-star reviews citing serious issues around account access, transparency, and customer support. The app was praised in 2025 for its simplicity and direct approach to buying Bitcoin, and it maintained strong ratings through mid-2026. However, a sharp decline in satisfaction began in February 2026, with multiple users reporting sudden account blocks, unexplained delays in transactions, and difficulties with withdrawals. Despite this, some users continue to highlight the app’s clean design, ease of use, and self-custody features as major strengths. The trend suggests that while the app remains functional and well-regarded by many, growing concerns about reliability and customer service are affecting user trust.
What customers said:
- „No fluff or full of jargons.“
- „With your own seed phrase!“
„With your own seed phrase!“
Original„Mit eigener Seed Phrase!“
Short excerpts - full reviews are available at the original source.
„It‘s the only app you need to start buying Bitcoin.“
„Very easy to buy and hold Bitcoin.“
Reviews about Relai Hardware Wallet Integration
153 mentions · 2.9/5 · top themes: Customer service, Quality, Ordering & website
Feature that connects directly to hardware wallets, enhancing control over private keys and improving security.
Customers have mixed opinions about Relai’s Hardware Wallet Integration, with 59 positive and 87 negative mentions across reviews. Overall, sentiment has fluctuated significantly over time, showing periods of strong approval followed by sharp declines in satisfaction. Early in 2025, users reported smooth functionality and praised the integration’s reliability, with a 5-star review in March 2026. However, several months saw a drop in ratings, including a 1-star review in December 2025 and another in August 2026, citing technical failures and poor support. Despite recurring issues with app stability and verification, some users still highlight the integration as intuitive and well-designed when working properly. The trend suggests that while the feature has potential, its performance remains inconsistent, with reliability issues undermining user trust over time.
What customers said:
- „Great app, works perfectly.“
„Great app, works perfectly.“
Original„Super App, funktionert top,“
- „Everything works smoothly.“
„Everything works smoothly.“
Original„Alles funktioniert reibungslos.“
Short excerpts - full reviews are available at the original source.
„Sadly the wallet seed phrases were not sent correctly“
„a dead wallet was created“
Reviews about Relai Bitcoin Savings Plan
34 mentions · 3.4/5 · top themes: Ordering & website, Customer service, Communication
Option to buy Bitcoin regularly via an automated savings plan, with the first monthly payment up to 100 CHF/€ free.
Reviewers have mixed feelings about Relai’s Bitcoin Savings Plan, with nearly equal numbers of positive and negative mentions 17 positive and 16 negative reflecting a polarized user experience. Overall, sentiment has shown a clear upward trend since mid-2025, with multiple 5-star reviews in 2025 and 2026, suggesting recent improvements. However, earlier feedback, particularly in 2024 and early 2025, was heavily critical, with several 1-star reviews citing account access issues, failed verifications, and lack of support. While some users praise the plan’s simplicity, low fees, and automation, others report being locked out of their accounts without explanation, facing broken verification flows, or losing funds after app updates. The fluctuating ratings over time indicate that while the core concept is well-received, reliability and technical stability remain inconsistent for some users.
What customers said:
- „Support is really top-notch!“
„Support is really top-notch!“
Original„Support ist wirklich top!“
- „It is simply transparent and automated.“
„It is simply transparent and automated.“
Original„Sie ist einfach transparent und automatisierter.“
Reviews about Relai Relai Business
20 mentions · 3.0/5 · top themes: Customer service, Quality, Ordering & website
Tailored service for small and medium-sized businesses seeking to use Bitcoin as a balance sheet asset, featuring dedicated support and company-specific solutions.
Reviewers discussing Relai Business present a mixed picture, with a clear shift from early skepticism to more recent positive sentiment, though significant concerns remain. While eight reviews express satisfaction, praising the app’s simplicity, self-custody features, and responsive support, eleven are critical, focusing on verification delays, opaque fees, and poor customer service. The overall trend shows a dip in trust in 2021 and 2023, with a brief improvement in 2025, but a sharp decline again in October 2025. Negative feedback often centers on frustrating verification processes, unexplained transaction losses, and lack of transparency. Positive mentions highlight reliability, ease of use, and strong support, particularly for users who have successfully completed onboarding. The balance remains tilted toward criticism, but recent 5-star reviews suggest some improvements may be underway.
What customers said:
- „I can manage my own wallet at Relai“
„I can manage my own wallet at Relai“
Original„Ich kann meine Wallet bei Relai selber verwalten“
- „really just as a small savings account“
„really just as a small savings account“
Original„eigentlich nur als kleines Sparbuch“
Relai review sources, coverage and method
The overall 3.4 / 5 score is recency-weighted: newer reviews count more (weight 0.9 per month of age), regardless of portal.
| Portal | Avg. rating | Count | Weight | Latest | Source |
|---|---|---|---|---|---|
| Google Play | 3.6 / 5 | 718 | 44.1% | View profile ↗ | |
| Apple App Store | 3.5 / 5 | 703 | 43.2% | View profile ↗ | |
| Trustpilot | 4.4 / 5 | 207 | 12.7% | View profile ↗ | |
| Weighted overall | 3.4 / 5 | 1,628 | 100% | ||
Period covered: 2020-07 – 2026-10. Reviews older than 24 months stay in the trend charts but no longer feed the headline figures.
What this analysis cannot cover
- Only publicly visible reviews are included; nothing behind a login, and no reviews submitted to us directly.
- Sentiment is classified from the review text, never from the star rating. Unclassified reviews count toward totals but not toward sentiment shares.
What this analysis covers
- Google Play : 718 reviews
- Apple App Store : 703 reviews
- Trustpilot : 207 reviews
Period covered: Jul 2020 – Oct 2026
And what it cannot cover:
- The App Store feed caps at about 500 reviews per country storefront.
- Trustpilot exposes roughly the 200 most recent reviews publicly; older reviews sit behind a login.
How the numbers are made
Every review is read once by a language model that labels its themes and sentiment and picks short verbatim passages. Recent reviews weigh more than old ones (each month of age discounts the weight by 10%). Quotes are shown exactly as written, linked to the original review, and cryptographically signed so you can check they have not been altered.Full methodology ↗ · Transparency report ↗
About Relai
Relai is a Swiss mobile app that enables users to buy Bitcoin easily and securely via credit card, bank transfer, or Apple Pay. It offers a self-custody wallet, automated savings plans, and customized options for both individual users and businesses. Designed for beginners and experienced users alike, the app features transparent fees and 24/7 support.
Relai EU SASU, Paris, France
From Relai's newsroom
- The Mica Transition Period Ends 1 July: Here's What You Need to Know – Relai - relai.app
- Summer Sale 2026: 0% Service Fees on Every Order – Relai - relai.app
Newsroom items are published by Relai itself.
What AI assistants say about Relai
based on 60 analysed AI answers
Our analysis of AI-assistant output — not the assistants’ raw text.
Cite this page
Citatio (2026). Relai Reviews October 2026 – 3.4/5 from 1,628 reviews. Retrieved 7 October 2026 from https://citatio.ai/relai-reviews/
Data verifiable via our public audit log: Methodology · Transparency