To ensure that your bitcoin purchase is successfully processed, an open buy order must exist in the Relai app, and the following conditions must match exactly with your bank transfer:
If your payment is marked as "exchanged," Bitcoin deliveries are processed in batch transactions on the network to provide lower network fees and better rates. These deliveries occur at least once every 24 hours and will reflect in your linked wallet accordingly. This batching system is designed for efficiency and may cause minor delays, but usually resolves automatically.
Common reasons for issues include incorrect transfer details, transfers from unregistered accounts, or unmatched purchase orders.
Additionally, card payment errors could occur due to security blocks by payment providers. Consider using an alternative payment method, such as a bank transfer, or trying a different card if issues persist.
✔ The status of the open buy order must be "Awaiting Payment".
✔ Transfer the exact amount specified in the buy order from the IBAN you provided when creating the buy order.
For example, sending 250 CHF instead of the specified 100 CHF will lead to a rejection.
✔ The amount must be sent in the correct currency, as specified in the buy order.
✔ The bank account used for the transfer must be in your own name only.
Avoid using accounts like Revolut or other pooled/shared accounts to ensure proper processing. Revolut cannot be used for CH-Customers because of the pooled IBAN. For EU-Users, Revolut mostly works fine.
✔ Ensure that IBAN, amount, and currency match exactly with the details of the open buy order.
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.
