Question 1

Why does Relai keep rejecting my verification without giving a reason?

Accepted Answer

Reviewers report that Relai frequently rejects verification attempts without providing clear reasons, leading to frustration and blocked access to accounts. Some users say they were told by automated systems or support staff that verification failed, but received no explanation or actionable feedback.

No Explanation Given: Several reviewers state that their verification attempts were rejected without any explanation. One user reported being told by a robot that verification failed, and later by a human agent who also gave no reason. This lack of transparency has caused significant frustration.

Blocked Access: Users have described being stuck in a loop where they cannot proceed with account setup or transactions due to repeated rejections. One reviewer mentioned their verification has been pending for eight weeks, with no way to restart the process despite reaching out to support.

Frustration and Trust Issues: Despite some positive feedback about Relai’s overall app experience and support responsiveness, the verification issue stands out as a major pain point. Reviewers suggest that the lack of clarity in rejection reasons undermines trust and makes resolving the issue nearly impossible.

Question 2

Is Relai’s customer support actually reachable, or is it just automated responses?

Accepted Answer

Relai's customer support is reportedly inconsistent, with some users experiencing automated responses or long delays, while others report timely, helpful human assistance. The reliability of support appears to vary significantly by issue and user experience.

Automated Responses: Reviewers report that support can be difficult to reach, with some receiving only automated messages or no response at all. One user described being told by a robot that verification was rejected, with no reason given, and after two days, a human still provided no explanation.

Human Support Exists: Other users, however, describe positive experiences with human support, stating that help is available quickly and that representatives take time to explain issues clearly. One reviewer emphasized that someone was immediately available and helped resolve problems effectively.

Inconsistent Access: The inconsistency in support quality suggests that while Relai does offer human assistance, it may not be reliably accessible across all cases. Users facing verification or transaction issues often report being stuck without clear answers or follow-up.

Question 3

Can I manage my own wallet and send funds instantly on Relai Business?

Accepted Answer

Yes, you can manage your own wallet and send funds instantly on Relai Business, according to positive reviews. However, some users report issues with verification and transparency around fees and withdrawals.

Self-Managed Wallet: Reviewers report that Relai Business allows full self-management of wallets and enables instant transfers. One user specifically states they can manage their wallet independently and perform transfers immediately, highlighting the app’s ease of use and direct control over funds.

Verification & Withdrawal Issues: Despite the ability to manage funds, some users experienced problems with verification and withdrawals. Several reviews mention failed verification attempts, lack of clear reasons for rejection, and unexplained discrepancies in payouts, such as receiving less than expected when selling Bitcoin.

Mixed User Experience: The overall experience varies: while some users praise the app’s simplicity, responsive support, and instant transaction capabilities, others are frustrated by opaque fee structures and technical glitches. The platform appears functional for basic use but has reliability concerns for high-volume or sensitive transactions.

Question 4

Is Relai a Swiss company with local support as claimed?

Accepted Answer

Yes, Relai is a Swiss company with local support as claimed, according to positive reviews. However, some users report serious issues with verification, support responsiveness, and transparency in fees, which contradict the company’s claims of reliable local service.

Swiss Origin Verified: Reviewers confirm Relai is a Swiss company with local support, citing direct access to human representatives and clear communication in their native language. One user specifically notes having an immediate and helpful contact person in Switzerland, reinforcing the claim of local presence.

Support Issues Reported: Despite the Swiss identity, multiple users report being blocked during verification, receiving no clear reasons for rejections, and facing unresponsive or robotic support. Some describe being stuck in verification limbo for weeks, with no resolution despite completing KYC.

Transparency Concerns: While the company promotes transparency, several users report unexpected fee deductions and no clear breakdown of charges. One user lost nearly 60 euros in a single transaction without explanation, and another claims the app became unusable after verification issues.

Question 5

Do users feel safe using Relai as a long-term savings tool?

Accepted Answer

No, users do not consistently feel safe using Relai as a long-term savings tool, due to recurring issues with verification, unexplained financial losses, and poor support responses, despite some positive feedback on app usability and self-custody features.

Financial Risks: Reviewers report serious concerns about the reliability of Relai for long-term savings, citing unexplained losses during BTC sales, such as a 59 € discrepancy on a 434 € transaction, and wallets being reset to zero without explanation. These incidents undermine trust in the platform’s financial integrity.

Verification Issues: Multiple users describe frustrating and opaque verification processes, with repeated failures despite providing correct documents, and no clear reasons given for rejections. Some have been stuck in verification limbo for months, unable to access their accounts or continue using the service.

Mixed Trust Signals: While some users praise Relai’s self-custody model, instant transfers, and responsive support, these positives are outweighed by the negative experiences. The overall sentiment suggests that Relai’s operational instability and lack of transparency make it a risky choice for long-term savings.

Question 6

Why did my German ID not work for registration on Relai?

Accepted Answer

The German ID did not work for registration on Relai due to verification issues, with users reporting repeated failures despite having valid documents and no clear explanation for the rejection.

Verification Failure: Reviewers report that their German identity documents, including passports, failed to pass verification on Relai, even when submitted correctly. The system repeatedly rejected the documents without providing specific reasons.

No Clear Feedback: Multiple users state they received no explanation for the rejection, with automated responses citing 'verification issues' but offering no details. Some reported that even after contacting support, they were not given a clear reason.

Stalled Process: One reviewer noted that their verification process had been stuck for weeks, with no progress despite repeated attempts. Another mentioned that the system allegedly reached a limit on verification attempts, blocking further progress.

Month	Avg. rating	Count
2021-02	4.00	1
2021-09	1.00	1
2022-01	4.00	1
2023-07	2.00	1
2023-08	3.00	1
2024-07	2.00	1
2025-03	5.00	1
2025-04	5.00	2
2025-10	1.00	1

Month	Positive	Neutral	Negative	Count
2025-03	100%	0%	0%	1
2025-04	100%	0%	0%	2
2025-10	0%	0%	100%	1

Relai Relai Business: customer experiences

What customers praise

Common complaints

How it has changed over time

Practical takeaways

Over time

Sentiment over time

Customer voices

What Reddit users discuss