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Instabill Credit Card Processing 2023: Reviews & Complaints
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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.
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
|Total Online Complaints||25+|
|Live Customer Support||Yes|
|Most Common Complaint||Fund-Holds|
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
- Customer support email address at [email protected]
Instabill Online Ratings
Here's How They Rate Online
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
|Processing Rates||1.00% - 4.99%+|
|Monthly & Annual Fees||Unclear|
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?
|Uses Independent Resellers||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.
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