Question 1

How does the Relai wallet work, and what are the main user experiences with it?

Accepted Answer

The Relai wallet is a self-custodial Bitcoin wallet integrated into the Relai app, allowing users to buy and manage Bitcoin directly. However, users report significant issues with access, verification, and app stability, especially 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 describe major problems with accessing their wallet, especially after app updates or new login mechanisms. Issues include being locked out despite completing KYC, inability to restore wallets with seed phrases, and being forced to delete and reinstall the app. Some feel the verification process is excessive and unnecessary.

Technical Problems: Common complaints include broken features like failed swaps between Bitcoin and Lightning Network, unresponsive buttons, and poor usability in the Lightning wallet during testing. Despite some positive feedback on the app’s core functions, these technical flaws and user experience problems have led many to abandon the platform.

Question 2

What problems do users experience with the Relai app?

Accepted Answer

The Relai app has been reported to have 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, especially 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 fix the issue.

Account Access Issues: Multiple users describe being locked out of their accounts without warning, often due to verification issues. Some claim their accounts were deleted entirely, with no way to recover transaction history or access funds.

Verification Problems: Verification problems are common, especially for non-Swiss residents or those using foreign IDs. Users report being unable to complete registration, receiving no verification emails, or being rejected after days of waiting, even with correct documents.

Question 3

What are users' experiences with the Relai app?

Accepted Answer

Users report a mix of severe technical issues and frustrating verification problems with the Relai app, leading to account loss, repeated crashes, and blocked access. Despite Relai's claims of ease and security, many reviewers describe a poor user experience marked by instability and opaque compliance hurdles.

App Instability: Reviewers frequently report that the Relai app crashes, fails to open, or freezes after a few hours of use. Some users describe the app becoming unresponsive after updates, with blank screens or repeated restarts, making it unusable for extended periods.

Verification Problems: Multiple users struggle with the identity verification process, citing unresponsive systems, missing emails, and sudden account deletions. Some report being blocked repeatedly for 'verification issues' even after completing steps, with no clear explanation or support.

Account Loss & Frustration: Several users state their accounts were deleted without warning, resulting in lost transaction history and the need to restart everything. Others express anger over being unable to register despite valid documents, especially non-Swiss residents living in Switzerland, calling the process unfair and discouraging.

Question 4

What are users' experiences with Relai for buying and managing Bitcoin?

Accepted Answer

Users report significant frustration with Relai's ordering and website processes, particularly around identity verification, account access, and transaction reliability. Many describe being locked out of their accounts, unable to verify identity, or facing technical barriers that prevent them from accessing their Bitcoin.

Verification Issues: Reviewers report that Relai's identity verification process is overly complex and unreliable. Users are required to scan NFC chips from their ID cards, even when their documents don't have them, and some are blocked due to unsupported documents like Sri Lankan passports. The process often fails due to technical glitches or inaccessible support.

Account Access Problems: Multiple users state they were locked out of their accounts after completing verification, with no way to regain access. Some claim their funds became inaccessible due to unresolvable technical issues or sudden changes in terms of service, such as being forced to accept new AGBs to continue using the app.

Poor Support & Transparency: Customers complain about unresponsive customer service, relying solely on unhelpful chatbots that cannot assist while verification is pending. Many feel misled by the app’s promises of easy Bitcoin access, describing the experience as a scam due to lack of communication and transparency.

Question 5

How do I buy Bitcoin with Relai, and what are the user experiences regarding the process and fees?

Accepted Answer

Users report mixed experiences when buying Bitcoin via Relai, with praise for the app’s simplicity and beginner-friendly design, but also significant complaints about strict KYC requirements, high fees, and poor customer support. Some users find the verification process burdensome and the exchange rates unfavorable.

User Experience: Reviewers report that Relai offers a smooth and intuitive interface, especially for beginners, with helpful onboarding tools like video guides and introductory courses. Many appreciate the straightforward process of setting up a wallet and starting a Bitcoin savings plan. However, some users find the initial sign-up and verification process overly complicated, requiring multiple documents and face scans.

Fees & Rates: Several users complain about high transaction fees, with one reporting nearly 8€ in fees for a 100€ BTC purchase. Others note that the exchange rates displayed in the transaction preview were significantly worse than the actual rate applied, leading to dissatisfaction with the pricing transparency.

Verification & Support: A recurring issue is the strict KYC process, with users stating they were unable to complete verification despite providing all required documents. Some reported no response from customer support, even after multiple attempts. This has led to frustration, particularly for users who lost access to their funds without verification.

Question 6

Why can't I access my Relai account or complete bank-related transactions?

Accepted Answer

Users report significant issues with account access and bank-related processes on Relai, including excessive verification requirements, inability to withdraw funds due to unmet compliance demands, and technical barriers after account creation. Some users were locked out entirely until they reinstalled the app or met strict documentation standards.

Verification Overload: Reviewers report that Relai demands extensive identity verification, including multiple document scans, face recognition, and proof of income sources like pay stubs and bank statements. These requirements are described as excessive and unnecessary, especially compared to other financial services.

Access Lockouts: Several users state they lost access to their accounts after failing to meet new compliance rules or agreeing to updated terms. One user was blocked from accessing their funds for over a year despite completing all initial steps, and another only regained access after reinstalling the app.

Bank Transfer Issues: Users note that Bitcoin cannot be converted back to fiat and transferred to a bank account unless they accept new terms. Some were redirected to a French legal entity despite choosing Switzerland, causing confusion and loss of control over their funds.

Question 7

How does the Relai Sparplan work, and what do users say about it?

Accepted Answer

The Relai Sparplan allows users to set up automated Bitcoin purchases through the app, with reviews highlighting its simplicity and user-friendly design. However, some users report issues with verification and support, while others praise the app’s intuitive interface and reliable execution of recurring buys.

Sparplan Functionality: Reviewers report that the Relai Sparplan lets users create custom, recurring Bitcoin purchases directly through the app. The system automatically buys Bitcoin at set intervals and deposits it into the user’s wallet, making it a convenient tool for consistent investing.

User Experience: Many users praise the app’s simplicity and clear interface, calling it ideal for beginners. They appreciate how easy it is to set up and manage a Sparplan, with one reviewer noting it’s 'perfect for beginners' and another highlighting the smooth buying and selling process.

Support & Limitations: Some users have reported problems with account verification despite completing KYC, and noted that customer support is unresponsive. Others mention the lack of instant bank transfers, which could delay the execution of planned purchases.

Question 8

Is Relai support reliable and effective for resolving account and app issues?

Accepted Answer

The Relai support experience is widely criticized for being unresponsive, ineffective, and often failing to resolve critical issues like account access, KYC verification, and app functionality. Many users report being locked out of their accounts with no recourse, while others describe poor communication and technical failures that persist despite repeated attempts.

Unresponsive Support: Reviewers report that Relai's support is consistently unhelpful and slow, often failing to respond to urgent issues like account lockouts, failed KYC verification, and app crashes. Multiple users describe being told their accounts are lost with no recovery options, leaving them unable to access their funds.

Poor Communication: Several users highlight that the support team provides generic or dismissive replies, such as ignoring messages or offering no explanation for why accounts are inaccessible. One reviewer noted that after over an hour of trying to confirm an address, there was no support at all.

Persistent Technical Issues: Technical problems like app crashes, login failures, and broken KYC processes are frequently reported, and support does not resolve them. Users say the app becomes unusable after updates, and even basic functions like taking photos for verification fail without explanation.

Question 9

Why can't I download or open the Relai app?

Accepted Answer

The Relai app download process is frequently reported as problematic, with users encountering crashes, failed installations, and persistent login issues. Many reviewers describe the app as unstable, unresponsive, or impossible to open after updates, often requiring repeated reinstallation.

App Crashes: Reviewers report that the Relai app often fails to install or launch, with users encountering blank screens, crashes, or freezing after opening. Some say the app becomes unusable after updates, requiring multiple reinstallation attempts.

Unresponsive Interface: Several users state that the app does not respond to taps or buttons, especially during critical steps like verification or wallet setup. One reviewer noted a pop-up during seed verification that could not be dismissed, blocking further progress.

Download & Access Failures: Multiple complaints mention that the app fails to load even after reinstalling, and some users report being unable to access their accounts entirely. These issues suggest fundamental problems with the app’s stability and compatibility.

Question 10

Ist Relai sicher?

Accepted Answer

Relai wird von einigen Nutzern als sicher beschrieben, insbesondere wegen der eigenen Wallet und des direkten Kontrollübertragungsmodells. Andere berichten jedoch von Sicherheitsproblemen, Zugriffsverlusten und unzureichendem Support.

Sicherheit: Reviewers report that Relai bietet eine sichere Plattform, da Nutzer ihre Bitcoin direkt in ihre eigene Kontrolle übertragen und Relai keinen Zugriff auf die Coins hat. Die App wird als einfach zu bedienen und sicher für den Handel bewertet.

Probleme: Mehrere negative Bewertungen beschreiben Probleme wie ständige Updates, die den Zugriff auf die Wallet behindern, sowie eine unzureichende Kundensupport-Interaktion, die oft über Bots läuft. Einige Nutzer berichten, dass sie ihre Bitcoins nach Updates nicht mehr erreichen konnten.

Fazit: Obwohl die App von einigen als benutzerfreundlich und sicher empfohlen wird, warnen andere vor der Nutzung und räten zum sofortigen Löschen der App. Die Sicherheit scheint stark von der Erfahrung mit Updates und Support abzuhängen.

Month	Avg. rating	Count
2025-09	3.00	2
2025-10	1.00	3
2025-11	1.67	6
2025-12	5.00	1
2026-01	2.00	6
2026-02	3.05	19
2026-03	3.80	5
2026-04	1.67	3
2026-05	3.50	2
2026-06	2.40	5
2026-07	3.00	1
2026-08	1.00	1

Month	Positive	Neutral	Negative	Count
2025-09	50%	0%	50%	2
2025-10	0%	0%	100%	3
2025-11	0%	0%	100%	6
2025-12	100%	0%	0%	1
2026-01	17%	17%	67%	6
2026-02	32%	16%	53%	19
2026-03	60%	0%	40%	5
2026-04	0%	0%	100%	3
2026-05	50%	0%	50%	2
2026-06	20%	20%	60%	5
2026-07	0%	0%	100%	1
2026-08	0%	0%	100%	1

How is the ordering & website of Relai?

What customers praise

Common complaints

How it has changed over time

Practical takeaways

Over time

Sentiment over time

Customer voices