To successfully process your Bitcoin purchase, you must have an open buy order in the Relai app and your bank transfer must exactly match the details of that order.
If your payment is already marked as “exchanged,” please note that Bitcoin deliveries are sent in batch transactions to reduce network fees and improve rates. These batches are processed at least once every 24 hours, so minor delays are normal and usually resolve automatically.
Most issues occur because transfer details don’t match, the transfer comes from an unregistered account, or the buy order cannot be paired correctly with the incoming payment.
Card payment failures may also happen if your provider blocks the transaction. If so, try another card or use a bank transfer.
Please make sure the following conditions are met:
✔ The buy order must be in “Awaiting Payment” status.
✔ Transfer the exact amount shown in the buy order
Sending a different amount (e.g., sending 250 CHF instead of 100 CHF) will lead to a rejection and refund.
✔ Use the correct currency
Always send the currency specified in the buy order.
✔ Send the money from a bank account in your own name
Transfers from shared, pooled, or company accounts cannot be accepted.
Swiss customers cannot use Revolut due to pooled IBANs.
EU customers can generally use Revolut without issues.
✔ Ensure IBAN, amount, and currency match perfectly
Any mismatch prevents the system from assigning your deposit to the open buy order.
If all details match, your purchase will be processed smoothly and delivered to your linked wallet once the batch transaction is executed.
A payment reference is not required. As long as the IBAN, amount, and currency match the details of the open buy order, the payment will be automatically assigned correctly.
If any of these conditions are not met, your money will be automatically refunded to your bank account, which may take 1–3 business days.
Joint and business accounts are not supported.
These account types often lead to mismatches because they are not registered under a single individual and fail verification.
If you’re a company looking to buy bitcoin, explore our dedicated solution for businesses: Relai Business.
These account types often lead to mismatches because they are not registered under a single individual and fail verification.
