Instabill Credit Card Processing 2023: Reviews & Complaints

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Company Overview

Instabill is a merchant account provider based in Portsmouth, New Hampshire, that specializes in online payments for domestic and offshore low to high-risk  businesses. Launched in 2003, Instabill appears to operate outside of the U.S. as ECS World LTD. The company provides its services to merchants selling adult entertainment, nutraceuticals, online gambling, and timeshares, among other industries that are typically considered high-risk.

Article Summary

Before we dive in, here’s a short summary of what we’ll cover:

  • Instabill’s various payment processing services.
  • Instabill provides service to high-risk businesses, which has resulted in complaints about fund-holds. However, these complaints seem to stem from Instabill protecting itself.
  • There is not a great deal of information about the Instabill contract, however, it is likely competitive for high-risk businesses and less suitable for standard-risk businesses.

Instabill Payment Processing

Instabill processes all major debit and credit cards for high-risk businesses. Their services include EMV card readers and swipers, POS solutions, mobile payments, ACH processing, and access to e-commerce solutions including virtual terminals and payment gateways.

Location & Ownership

The company is headquartered in the U.S. at 875 Greenland Road, Suite B9, Portsmouth, New Hampshire 03801 and in Malta at 19 Giovanni Curmi Street, Lija, Malta. Given its ability to offer offshore merchant accounts, Instabill is likely partnered with numerous acquiring banks. Jason Field is listed as the founder and CEO of Instabill.

Table of Contents

Instabill Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Item Result
Total Online Complaints 25+
Live Customer Support Yes
Most Common Complaint Fund-Holds
Recent Lawsuits No

Low Complaint Total

We are currently able to locate approximately 25 negative Instabill reviews, many of which accuse the company of being a scam or a ripoff. In many of these cases, clients report losses of multiple thousands of dollars. While this would usually cause the company’s rating to be severely lowered, it is important to note that most of these complaints appear to have been posted by high-risk businesses that Instabill representatives claim were not actually delivering services to their customers. Although it is difficult to know which party is being honest in each case, Instabill’s willingness to deal with high-risk industries predisposes it to receiving some complaints like these.

In general, Instabill’s rebuttals appear to be professional in tone and well-supported, so we aren’t inclined to fault the company for protecting itself from fraud. Business owners are advised to inquire about Instabill’s fraud protection measures and to be forthright about their business types to ensure that their service isn’t terminated after payments have already been processed. If you have your own Instabill review to make, please do so in the comments below.

Instabill Lawsuits and Fines

We have not found any outstanding class-action lawsuits or FTC complaints filed against Instabill. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

Instabill Customer Support Options

The only slightly alarming thing we have found is that multiple complaints mention difficulty contacting an Instabill representative to resolve issues in a timely fashion. Instabill offers a customer support form, a customer service email address, and customer service phone support during regular business hours. However, it does not rank among our top-rated payment processors for great customer service.

Instabill Customer Service Numbers

  • (800) 318-2713 – Toll-Free Customer Support
  • (800) 530-2444 – Alternate Toll-Free Customer Support
  • 44 (0) 203 948 8219 – UK Customer Support

Other Support Options

Instabill Online Ratings

Here's How They Rate Online

Online Ratings Summary
Item Result
BBB Reports 0

Clean Complaint Record

Instabill is not an accredited business with the Better Business Bureau. As of this review, the company holds an “A+” rating with the BBB and has had 0 complaints filed against it in the last 36 months.

What Merchants Say

Instabill also received 0 informal reviews on its BBB profile. A previous review describes poor customer service:

Instabill is complete ridiculous provider. First of all, they barely reply emails, I had to send it twice to get reply from sales. And later they rudely declined with reason because of “no meaningful presence” of my business. What the heck “presence” is for Web Hosting? So they advertise that they support all kind of semi-legal stuff like casinos and other high-risk stuff, but not a web hosting. One star, would give zero if I could..

Businesses that wish to avoid this outcome should familiarize themselves with reasons their applications could be denied.

An “A” Performance

Given the company’s clean complaint record, we agree with the BBB’s rating.

Instabill Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Item Result
Processing Rates 1.00% - 4.99%+
Cancellation Penalties Unclear
Monthly & Annual Fees Unclear
Equipment Leasing Yes

Variable Contract Terms

Because Instabill specializes in high-risk and offshore merchant accounts, the company’s rates and fees are not likely to compare favorably to those of traditional merchant account providers. However, this is a product of Instabill’s willingness to provide processing for riskier business types rather than the result of an inappropriate markup.

Generally speaking, Instabill’s contract terms appear to vary greatly depending on a business’s type, size, time in business, and risk for fraudulent activity. Its terms will likely feature tiered pricing and may incorporate early termination fees or PCI Compliance fees. The company’s gateway services providing secure payment processing for high-risk e-commerce is likely to be attached to additional fees. Gateway, account maintenance, and setup fees are often attached to this service, though Instabill does not readily disclose theirs.

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, Instabill also dedicates a portion of its website to advertising its 3D secure virtual terminal and payment gateway. However, pricing is not disclosed on either of those services. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.

Instabill Fund-Hold Policy

Most Instabill complaints seem to stem from the company’s fraud prevention policies. Many clients report cancellation of their merchant accounts or withholding of funds, both of which are common fraud prevention tactics among high-risk processors. In most of these cases, Instabill has responded by detailing its fraud prevention policies, which generally consist of randomly contacting customers and obtaining information about whether a client has supplied a particular service in an appropriate amount of time. If clients do not appear to be rendering their services within a reasonable amount of time (or at all), Instabill reserves the right to terminate their merchant accounts. This is understandably frustrating for merchants who have already processed payments through Instabill at the time of cancellation, but it’s also a sensible fraud prevention policy on Instabill’s part. Given the company’s track record and relatively low complaint total, we have awarded it an “A” in this category.

We also encourage readers to check out our list of the providers of the best merchant accounts.

Instabill Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
Item Result
Uses Independent Resellers No
Telemarketing Possible
Misleading Marketing No
Discloses All Important Terms No

Inside/Outside Sales Team

Instabill appears to utilize a combination of its in-house sales team, its website, and independent referrers to market its services. There is no indication at this time that the company partners with outbound independent resellers, and we are currently able to locate only a few negative Instabill reviews that accuse the company’s sales team of misrepresentation or nondisclosure.

This compares favorably to our list of best credit card processors.

Instabill Rate Quotes

At the time of an earlier review, a sidebar on the Instabill website promoted rates “as low as 2.2%,” which is a slightly misleading quote that likely only applies to “Qualified” rates. This quote is no longer listed, though, and the company’s website now urges merchants to get in touch for a custom rate quote based on their processing history, risk factors, and business type. If you suspect that Instabill has misled you about your pricing, you can double-check their bill with a third-party statement audit.

Our Instabill Review Summary

Our Final Thoughts

Instabill rates as a reliable credit card processing provider according to our rating system. Because the company offers high-risk and offshore merchant accounts, it has drawn some complaints from clients who found their services canceled or funds withheld. In most of these cases, however, Instabill appears to have been proactively protecting itself from fraud. The company is a viable option for businesses that are unable to obtain credit card processing through traditional providers, but readers are always encouraged to compare its pricing to top-rated high-risk processors.

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Your Comments & Reviews

How Did Instabill Treat You?

11 Responses

  • After reading recommendations for high risk processing, specifically for kratom, Instabill was on the top of the list with an A rating. We were skeptical because we’ve yet to find a processing company that hasn’t robbed us in some way or another, but this experience has been the worst by far. We contacted them and right away they were eager to help offering a solution through a “partnering” company. I don’t know if they just collect a sucker/finders fee for directing people to scammers or if they are directly involved with the scam itself. Needless to say we got our first deposit on time and as promised but that was the last deposit we ever received. We jumped through hoops and got the run around for over a month. With almost 70k processed that we never received a dime for it nearly bankrupted our company, not to mention completely destroyed any faith or trust we had in humanity. Instabill claims no liability because our contract is with their “partner” not them.

    This post will help: Best Merchant Accounts for Kratom

    – Phillip

  • Paul Nash the CEO of Spinqast said instabill stole all of the representatives of Spinqasts money. He said they would not release the funds and the funds that we all paid to become representatives. Thousands of dollars gone *poof* who has it??? Where did it go??? According to Paul Instabill has it and won’t release it to him.

    Are you with Instabill? Learn how to resolve this complaint.

  • Jason Gillespie

    I am very surprised to see that you are recommending instabill as a reliable merchant. I can provide multiple documentation to prove that they are running a scam. I hope you were not paid by instabill to review them.

    • Hi Jason,

      According to all the available information, we found no evidence to support a claim such as yours. Please feel free to leave your evidence in the comment section of this review and we’ll take it into consideration.

    • A.Haddad

      I absolutely agree that Instabill is a scam. we had a pharmacy website and we were tired of not getting paid the right amount and tired of seeing new charges.our balance was about $12000 and they started giving us conditions for releasing the money.we felt that we met all conditions but they came up with new and different ones. all in all they took the $12000 and we had no way of getting them back. I had an attack on their website and got it down for two days and that was my money’s worth. i swear to God if I come face to face with anyone of them,man or woman,I would break their Mother Fracking knecks.

      • I totally agree with you. According to Instabill my money (which was in a reserve) was being held just in case of chargebacks. Well I never received any chargebacks and I never received the $5000 that was being held. I am sure it went into their bottom line as it did not go into mine. Instabill is a scam and will rip you off.

      • I am also in a high risk business and got screwed over did you find a merchant who satisfied your needs? if so can you tell me which one?

        From The Editor
        This Post Might Help: Best High Risk Merchant Accounts

  • I found Instabill to be both competent and professional. Our merchant facilities were up and running within the quoted timeframe and Terri Donato was very helpful.

  • We have been processing with Instabill for approximately seven years. They are excellent. Our experience with them has been that they provide an excellent product and act with the highest standard of integrity and customer service. We would recommend them to anybody who needs high spec processing at a competitive price.

    • Phillip CPO

      Hi Mark,

      In order to authenticate your testimonial and lend it more credence, please reply to this comment with your business name and location.

  • Steve Sivers

    I would just like to say that i found Instabill very helpful in a situaton where our Company needed to to sort out merchant facilities quickly for what would be classed as a High Risk account they were both quick and helpful . Considering we are also running on different timezones with us in Uk and them in the US the correspondance and responses to get the matter sorted out in the quickest possible time was to be commended.
    We got our facilities up and running within a 10 day timeframe and Terri Donnato was most helpful and i would recommend from my experience Instabill solutions to anyone looking at merchant facilities that may be outside the normal parameters .

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