How is the billing & payment of Relai?
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 star 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 praise
Customers praise the app’s straightforward interface and fast payment processing, particularly for deposits made via CHF bank account. Several users highlight that the onboarding process is simple and well-documented, and that support responses are prompt and helpful. The ability to send Bitcoin without issues is also noted as a positive feature. These experiences are consistently rated 5 stars and reflect a small but vocal group of satisfied users who value the app’s ease of use and reliability in basic transactions.
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.“
- „Deposits with a CHF account are super fast“
„Deposits with a CHF account are super fast“
Original„Einzahlung mit CHF Konto super schnell“
Common complaints
The most common complaints center on hidden spreads that inflate the effective cost of Bitcoin purchases beyond the advertised 0.9–1% fee. Users report being charged up to 3% or more in total, with no clear explanation of how the spread is calculated. Many also describe having to pre-notify deposits, only to find funds not credited for hours or days. Some claim their accounts were frozen without warning, and others report being asked to submit excessive documentation, including salary slips and bank statements, to prove the source of funds. These issues have led to a loss of trust and several users have decided to leave the platform.
What customers said:
- „In addition to the official 0.9/1% fee, there is another spread added to the exchange…“
„In addition to the official 0.9/1% fee, there is another spread added to the exchange rate of the purchase price shown in the app.“
Original„Zusätzlich zu der offiziellen 0,9/1% Gebühr kommt nochmal ein Spread zum in der App angegebenen Kaufpreis im Wechselkurs hinzu“
- „Demanding private invoices just to continue using the app goes too far.“
„Demanding private invoices just to continue using the app goes too far.“
Original„Anfrage von privaten Rechnungen, wir es jetzt die Firma verlangt damit man weiter die App nutzen kann und darf, geht einfach zu weit.“
- „Money has been transferred and exchanged but is not in the Bitcoin account.“
„Money has been transferred and exchanged but is not in the Bitcoin account.“
Original„Geld ist schon überwiesen und getauscht doch nicht auf dem Bitcoin Konto“
How it has changed over time
The billing and payment experience has deteriorated over time, with ratings dropping from 2.6 stars in July 2025 to 1 star in September and October. The number of negative reviews increased sharply in late 2025 and early 2026, coinciding with reports of account freezes, delayed fund crediting, and inaccurate transaction records. A few positive reviews appeared in December 2025 and February 2026, but these were quickly followed by renewed criticism. The pattern suggests a growing erosion of user confidence, particularly around transparency and reliability in payment processing.
What customers said:
- „It has quite steep fees, on top of which there is also a significant spread of about…“
„It has quite steep fees, on top of which there is also a significant spread of about 1,000 CHF.“
Original„Hat recht happige Gebühren, auf die sogar noch ein erheblicher Spread vom ca. 1000 Fr. hinzukommt“
- „it immediately showed "exchanged"“
„it immediately showed "exchanged"“
Original„es wurde sofort "getauscht" angezeigt“
- „Requested 3 pay stubs and bank statements as 'proof of the legality of the source of…“
„Requested 3 pay stubs and bank statements as 'proof of the legality of the source of funds'.“
Original„Nachweis von 3 Gehaltsabrechnung und Kontoauszüge der Bankverbindung „zum Nachweis der Legalität der Mittelherkunft“ gefordert.“
Practical takeaways
Users should be cautious about pre-announcing deposits and expect delays in fund availability. The high effective cost due to hidden spreads makes Relai less competitive for frequent or large-volume traders. Those concerned about privacy should avoid submitting sensitive documents like salary slips unless absolutely required. If you rely on timely access to funds, consider alternative platforms with more predictable processing times. While the app is easy to use, the risks associated with account access, data sharing, and fee opacity outweigh the benefits for many.
What customers said:
- „Account suddenly blocked for no reason.“
„Account suddenly blocked for no reason.“
Original„Konto plötzlich, ohne Angabe von Gründen gesperrt.“
- „KYC scam collecting data without any reason or obligation.“
- „Therefore, I have no trust in you.“
„Therefore, I have no trust in you.“
Original„Daher habe ich kein Vertrauen zu Euch.“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-07 | 2.60 | 5 |
| 2025-08 | 2.14 | 7 |
| 2025-09 | 1.00 | 2 |
| 2025-10 | 1.00 | 1 |
| 2025-11 | 1.00 | 1 |
| 2025-12 | 3.00 | 2 |
| 2026-01 | 1.00 | 2 |
| 2026-02 | 2.50 | 8 |
| 2026-03 | 1.00 | 2 |
| 2026-04 | 1.00 | 2 |
| 2026-05 | 2.00 | 1 |
| 2026-06 | 1.33 | 3 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-07 | 20% | 0% | 80% | 5 |
| 2025-08 | 29% | 0% | 71% | 7 |
| 2025-09 | 0% | 0% | 100% | 2 |
| 2025-10 | 0% | 0% | 100% | 1 |
| 2025-11 | 0% | 0% | 100% | 1 |
| 2025-12 | 0% | 0% | 100% | 2 |
| 2026-01 | 0% | 0% | 100% | 2 |
| 2026-02 | 0% | 13% | 88% | 8 |
| 2026-03 | 0% | 0% | 100% | 2 |
| 2026-04 | 0% | 0% | 100% | 2 |
| 2026-05 | 0% | 0% | 100% | 1 |
| 2026-06 | 0% | 0% | 100% | 3 |
Customer voices
Short excerpts - full reviews are available at the original source.
„my current auto invest plan hasn’t worked out because Relai changed their IBAN without any information about it.“
„Attention! With high transaction volumes, the 100,000 CHF limit is reached very quickly.“
„It's just a shame you can't make advance transfers.“
„Money frozen.“
„Currently, incorrect account statements are being generated.“
„The account opens briefly, but as soon as a purchase is made, it gets blocked again a few days later for alleged verification.“
„I bought Bitcoin with the app today at 2:24 PM.“
„The money was debited from my account immediately.“
Cite this page
Citatio (2026). Relai Billing & payment: customer reviews 2026. Retrieved 18 August 2026 from https://citatio.ai/relai-reviews/billing/
Data verifiable via our public audit log: Methodology · Transparency