BitPay Review: Fees, Comparisons, Complaints, & Lawsuits

BitPay
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BitPay

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A Processor for Bitcoin and Cryptocurrency Payments

BitPay is a virtual currency processor that specializes in enabling merchant accounts to accept Bitcoin and other cryptocurrency payments from customers. The company also provides customers with crypto wallets and cards. Founded in 2011 and headquartered in Atlanta, Georgia, the company has grown rapidly in the past few years. At the beginning of 2013, BitPay secured $510,000 in funding from various investors. By the end of 2013, the company received the backing of Horizon Ventures, an investment firm operated by China’s richest man. As a major crypto company, Bitpay partners with a large number of other financial companies, including ZenLedger and BlueSnap.

2014 Phishing Scam

In late 2014, BitPay lost more than $1.8 million in Bitcoin when its chief financial officer fell victim to a phishing scam. These losses do not appear to have been a breach of BitPay’s systems or a mass ripoff of BitPay users, but instead seem to represent an isolated incident for which the company has paid a steep price.

BitPay Payment Processing

One important detail about BitPay is that merchants can choose to be paid in real currency rather than in Bitcoin or other cryptocoins. If the merchant chooses this setting, BitPay will accept Bitcoin or other cryptocoins from online customers and then convert the transaction into standard currency at a locked-in exchange rate. This means that as a merchant using BitPay, you can accept cryptocoins from customers and still receive state-backed currency, not crypto, in your bank account. The service supports payout in at least 8 currencies and direct bank deposits in at least 38 countries, including two-day deposits via ACH in the United States. BitPay can be seamlessly integrated with Shopify and also offers plugins and POS integrations for online and retail merchants. The company has also recently launched a mobile Bitcoin wallet and a reloadable bitcoin Visa card for consumers.

Mobile Wallet Hacking

In November 2018, BitPay warned its users about an infected code created to steal private wallet keys from people who use the Copay (its open-source wallet) app. A hacker was able to create a backdoor into the service by setting up malware in an open-source library that Copay was reliant on. Those using Android and iOS versions 5.0.2 through to 5.1.0 of its Copay app were most at risk and are advised to avoid opening the app again, to update their affected wallets, and to then transfer funds from compromised wallets to version 5.2.0 wallets. The company has stated that BitPay wallets were not affected by the malicious code.

BitPay Location & Ownership

BitPay’s headquarters can be found at 8000 Avalon Blvd Ste 300 Alpharetta, GA 30009-2467. Stephen Pair is listed as the co-founder and CEO of BitPay, while Jim Lester is the CFO.

BitPay Review Table of Contents

  • Costs & Contract: BitPay charges 1% on all standard risk transactions but may enforce higher rates for high-risk industries.
  • Complaints & Service: BitPay complaints number more than 30 on public complaints forums.
  • BBB Rating: BitPay has an “A” rating with the Better Business Bureau and has received 29 complaints and 3 reviews in the past 3 years.
  • Sales & Marketing: BitPay does not appear to hire independent sales representatives and has not received any complaints about its sales practices.
BitPay payment processing

BitPay is a cryptocoin payment processor

Should You Trust BitPay?

Lawsuits, Reviews & Complaints

Here's Who We Trust.

Complaint Summary

Total Online Complaints
30+
Live Customer Support
No
Most Common Complaint
Poor Service

Moderate Complaint Total

There are approximately 30 BitPay complaints to be found online, some of which accuse the company of being a ripoff or a scam. Positively rated aspects of the service include its sleek interface and easy configuration, while its primary drawbacks appear to be fund-holds and its complicated payment and refund procedures. Over time, the company appears to have become more restrictive with respect to the types of businesses it is able to serve. BitPay comes under fire from some corners of the cryptocurrency community because it has married Bitcoin payments to fiat currency to serve standard markets, which necessarily limits the types of transactions it can facilitate. We encourage merchants to check out our list of the providers of the best merchant services. If you have your own BitPay complaint to make, please do so in the comment section below.

BitPay Lawsuits and Fines

In February 2021, BitPay was ordered to pay $507,375 to settle a civil liability issue from OFAC due to processing payments from countries that are not allowed by US law, including North Korea, Sudan, Syria, Ukraine, Cuba, and Iran. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

BitPay Customer Service Options

BitPay offers email support to most merchants but may extend live support to very large companies, so merchants should be sure to evaluate how important it is to have live support for their Bitcoin transactions. One of the most common BitPay complaints is poor, often unhelpful customer service, so it appears that BitPay’s support department leaves much to be desired, especially when compared to top payment processors for customer service.

Is the BBB Rating for BitPay Accurate?

Better Business Bureau Profile

See Which Processors Offer No Monthly Fees And No Contracts.

BBB Summary

Total Complaints
29
Resolved Complaints
22

Nearly 20 Complaints

The Better Business Bureau currently gives BitPay an “A” rating and is not showing accreditation for the company. There have been 29 complaints filed against BitPay in the last 36 months. 22 of these 29 complaints were resolved by the company to the satisfaction of the merchant. The remaining 7 were resolved to the dissatisfaction of the merchant or received no final response.

What Merchants Say

BitPay has also received 3 informal reviews to its BBB profile. The most recent review describes potentially missing money and a lack of customer service:

They put a **** Preauth back out for twenty dollars of gas I bought. Then “Ray” from customer service did not know what I was talking about. He stated for me to “Listen” in a aggressive manner. They said my twenty dollars does not exist and I don’t know what I am talking about. I filled a formal complaint with the **************** I would stay away from this exchange for Bitcoin. BITPAY is a SCAM

This merchant would be better served by one of our top-rated processors.

An “F” Overall

BitPay has also not received any informal reviews, although it is worth noting that these reviews are not subject to verification by the BBB. After weighing BitPay’s moderate overall complaint total against its increase in complaints and poor resolution efforts toward multiple complaints, we have slightly adjusted the BBB’s rating to a “B”.

How Expensive is BitPay Service?

Rates, Fees, and Contract Terms

Don't Fall Into An Expensive Trap. See Who The Worst Processors Are.

Cost Summary

Swiped Rate
1%
Keyed-in Rate
1%
Early Termination Fee
None
PCI Compliance Fee
None
Equipment Lease Terms
None

A Lack of Typical Processing Fees

BitPay doesn’t require the use of Visa/MasterCard processing networks, so the service is able to completely bypass interchange rates and the usual fees associated with payment processing (including PCI compliance feesmonthly minimum fees, statement fees, setup fees, and chargeback fees). This allows BitPay to eliminate transaction fees and offer generous transaction limits to its users, which allows its rates to be competitive with some of the cheapest payment processing options.

Standard Risk Transaction Fees

For most standard-risk businesses, BitPay fees include a simple fee of 1% per transaction with no other fees. Users will receive multiple-user support, email support, automatic payment exception handling, QuickBooks IIF downloads, and basic e-commerce and billing tools. Merchants who are operating in high-risk industries may be charged higher per-transaction fees that will be disclosed upon account setup. Enterprise-scale merchants may be able to obtain lower pricing or priority customer support.

No Cancellation Fee, But Potential Fund-Holds

BitPay’s legal terms contain a list of prohibited business types and information regarding the company’s reserve and termination policies. Merchants are free to cancel the service at any time without paying a termination fee, but they may experience fund-holds at BitPay’s discretion. Bitcoin transactions cannot be charged back by customers, but they can be refunded in part or in full through BitPay with the merchant’s consent.

How does BitPay work

How BitPay works

Does BitPay Use Deceptive Marketing?

Advertising & Sales Strategy

Audit Your Current Statement To Find Its Hidden Fees

Processing statements are intentionally complicated so that they can overcharge you. Get clarity before you switch.

Key Points

Employs Independent Resellers
No
Advertises Deceptive Rates
No
Discloses All Important Terms
Yes

No Independent Sales Agents

BitPay appears to primarily rely on its website and traditional advertising methods to market its service. The company does not employ independent sales agents, and there are no BitPay reviews at this time that accuse the company’s sales team of unethical conduct. This compares favorably to our list of best credit card processors.

Public Contract Disclosure

BitPay’s website also does not appear to utilize any deceptive rate promotion at this time. The company’s contract terms are fully visible on its website, so we will award it an “A” in this category. If you suspect that BitPay is charging you undisclosed fees, however, we recommend seeking a third-party statement audit to find and eliminate hidden costs.

Does BitPay Deserve Your Business?

Review Summary & Our Thoughts

A Top Choice for Cryptocurrency Processing

BitPay rates as a low-cost, reliable Bitcoin and crypto processing service according to most available criteria. The company is rapidly growing and relatively new, so merchants should anticipate changes (for better or worse) for the foreseeable future. BitPay is at the cutting edge of crypto acceptance and is one of the best options for many merchants and customers who are casually interested in exchanging virtual currency.

Customer & Employee Reviews

What Others Are Saying About BitPay

33 Responses

  • Brad

    DO NOT use Bitpay to settle real-world invoices.

    Why not?

    *they have a 1% transaction fee
    *they have no anonymity (they require a photo ID and a facial scan)
    *they have zero customer service (no email, no phone number, and no online chat!), except for their ticket system which can take days or a week for a response
    *they have an archaic settlement system – if you somehow underpay an invoice by even a penny or by the exchange transaction fee, they will fail the payment, and may take days to refund your crypto! (which is fluctuating by the hour)

    I went through all of this and lost ~$1500 in crypto because of these issues, so learn from my experience!

  • Khawaja Zain

    Bit pay is a fraud. I withdrawal 128$ on 6 October 2021. My 128$ is not giving me. Bit pay eat my money. Don’t trust on this company.
    And this company send me replying email: “we can’t do anything about your withdrawal because this is networking”

  • Starka

    BitPay, while a great concept, is a dumpster fire when it comes to problems. Customer service and tech support are virtually nonexistent. I’ve been trying to add funds for a week now and have not been able to do so. They to imagine the fun when trying to get funds back from them! My considered advice is to avoid BitPay at all costs.

  • Phil Flo

    I absolutely LOVE BitPay. I’m not sure where all these negative reviews are coming from; I haven’t had any issues setting up my account, verifying my ID, or using the MasterCard they sent me.

    BitPay is my one-stop-shop to buy bitcoin, facilitate trades, and access my funds either through purchases, or the ATM (all my ATM fees get refunded at the end of the month too!)

    Keep up the good work BitPay!

    • Ben

      They Scammed me for over 50k !

  • Glenn HeryfordVery

    Very slow service as well as cheap cards ( not embossed) VERY hard to understand when speaking English.

  • jonathan

    I deeply regret that day I registered as Bitpay card holder. Bitpay closed my account/card and has refused to release my $1,750. I work extremely hard to earned that money. I have called bitpay numerous times to issue a check or allow a temporary withdrawal, all to no avail. This should serve as a lesson to other bitpay users. This company is a fraud eating its users hardwork.


    This post will help: How to Make Your Payment Processor Release Your Money

    -Phillip

    • Edy pollard

      bitpay become scam, asks to be a member and also you must verify the account just to see invoice!!
      I can not used BitPay because they want to know the details of Skrill customers!
      this is not legal!

  • Oleg Z.

    Whoever gave them B score is either paid or bot. This company doesn’t even understand corporate structures, making it basically impossible to even pass the verification if you are bigger than 5 people. How this can be a payment provider who doesnt even understand the concept of beneficiary owners?
    Looks like a joke to me.

  • Jeddie Payne

    I was ripped off by Bitpay yesterday 6/5/19. I obtained a bitcoin address that was suppose to be attached to my wallet from bitpay. I had a merchant send $500 in bitcoin to my wallet. Bitpay was experiencing a glitch in their system yesterday which the admit occurred. As a result the money that was sent to my wallet entered my account at the time of the glitch but when the glitch was fixed the funds were no longer available. When a customer has issues with a company you should be able to reach out by telephone or face to face. Of course with bitpay you can never talk to anyone. The only thing you can do is email them and wait for a response which typically takes hours. Now in a nutshell they are telling me oh well. There isn’t nothing they can do. I am just out of $500 USD. If anyone know anything that can be done to stop this company or assist please advise.


    This post will help: How to Make Your Payment Processor Release Your Money

    -Phillip

    • Tom

      Unless they were outright stolen, you should not be out bitcoin. There should be a record on the Blockchain of it.

  • Larson.Robert

    They are asking me 7$ fee on a 17$ transaction.. Worst bitcoin wallet ever seen

  • whit

    I too have experienced nothing but problems with Bitpay Debit Card Cardholder Service. Money disappearing over night, hundreds of dollars in pre-authorize transactions that are either duplicate and had settled or who knows Bitpay Cardholder Services certainly doesn’t nor do they care.
    Allowing forced transactions with a zero balance, I dunno the list is too long. After 3 years and a nightmare Bitpay decides to deactivate my Cardholder Account, Thank You Bitpay !!! You did me a favor.. Stay Away From Bitpay !!!! that’s my new slogan.. Everyone pass it along..


    This post will help: Coinbase Review

    -Phillip

  • Jason

    Worst company to do bussunes, they close your account and will not give any reason why. Stay away from bitpay


    This post will help: Coinbase Review

    – Phillip

    • David Graham

      They did the same thing to me. I made a significant deposit of crypto into BitBay and then they locked me out of my account with no explanation other than they said they are no longer serving Usa customers.I had to send countless photos to verify who I am and they still haven’t returned my assets to me. It’s criminal.


      This post will help: How to Make Your Payment Processor Release Your Money

      -Phillip

  • michael caires

    i had a negative balance of $244 due to a fraudulent charge. i called to check my balance and it was zero so i assumed the dispute was done and i won. i deposited $160 from my bitpay wallet to my card and they took the $160!! they saud it was showing zero because the bank charged off the balance. so basicly the bank got paid twice. the c.s agent and supervisir were zero help and got real rude to ne when i asked how can a bank take mobet from me on a zero balance? they saud well if it were me and $244 disappeared in air id call to see why i said i had a claim for the amount and figured the only way it would be zero is if i won my dispute. horible c.s and am closing my account after they stole $160 from me. a total joke company! Visa should yank their name off their card!!

    From The Editor
    This Post Might Help: Coinbase Review

  • Daniel Daves

    Run for your life. I had a week of travel where airport baggage fees and coffee shops double billed me. I filed proper forms, receiving no response. I filed the forms 5 times in 5 months and finally Bitpay told me to stop filing the complaints. Many phone calls and emails later, they finally informed me that they couldn’t help me because too much time had passed – 6 months. They did not stand for me, they didn’t do their job, and they allowed double billing to go unchecked…there was absolutely nothing I could do. $700 in the hole – run for your life! Don’t use this company. They show no signs of being an actual credit card processing company that cares for their customers. They had all the tools at their disposal, and chose not to help me. No communication. Nothing…

    From The Editor
    This Post Might Help: Best Merchant Accounts for Great Customer Service

  • aggravated

    Signed up, they take your money quick, and then state they can’t confirm I am me saying I recently moved, even though I lived at the same address for 13 years. Don’t bother signing up, it’s a trap, they take your money and run.

  • Steve Winter

    People need to be warned about the incompetence of Bitpay support!!! It is outrageous!! I lost about $2000 due to Bitpay incompetence!!! Their incompetence is truly astounding!!! Especially their support person Dana! I am trying to get someone competent to take over my ticket. I lost around $2000 due to astounding Bitpay incompetence.

  • Lc

    BitPay is a rip off don’t use them. They have huge fees when you try
    To use your currency and they make it impossible to get it back.

  • siri khalsa

    three weeks been trying to get my money back the worst company i’ve ever dealt with theft of my money i didn’t even have anything to do with this shitty company and they stole my money tried to purchase gold from ampex and bitpay ended up with my money three weeks of run around wont call me keep e mailng me butt wont do anything about it absolutely the most infuriating experience ive ever dealt with not sure ill ever see my money now

  • Martin
    bitpay.com

    They were good now they are scamming. They charged me a $20 network fee and $71 miner fee to load my card. Even though the bitcoin was sent to my bitpay wallet for about $23 in transaction fees, I have the txid for proof. They confirmed in less than 20 minutes. Yet bitpay wants $70 in transaction fees because of the network congestion, fucking scam artists!

  • Whit Ratliff

    I have BitPay wallet, I initiated a transfer of coin from my wallet to merchant using custom fee base rather than BitPay suggested rate. The result is BitPay will not Broadcast the transaction thus it can’t be mined. I find this practice unfair and suspect. Why ??
    My decision to use custom fee should have no bearing whats so ever on transaction Broadcast. Explain to me how you justify your failure to act..

  • Carlos

    Idc what the other people say this company is the worst to do ANY business with they dont actually give back your bit when asked for refund they keep it

  • john Johnes

    STAY AWAY FROM THIS COMPANY!!! Their customer service is terrible and when you load your card, it takes months to get your money.

    i’ve warned you and everyone!!!

  • John L.

    I wrote a review letting people know to stay clear of the Bitpay Visa, it has been a little over 4 months and 39 emails sent to Bitpay asking for there help on trying to resolve a problem with funds “Bitcoins & Dollar’s” not being credited to my account, I have noticed that when I go to make a purchase on occasions my card is declined for no specif reason so I have to pay someother way, BUT, the funds are still withdrawn from my bitpay visa, when I first discovered this I was floored and clled them only to be told that they could neither verify if this was true but asked me to check my account in 10 buisness days to see if rh funds had been returned, then that 10 days turned into 30 days, and now it has been over 90 days and still now answer, the emails I sent asking for help tell me I will be contacted in 24 to 48 hours that is as far as it goes with getting any assistance from them, it is always the same generic response, and no folly up after that, I am missing over 3,700.00 dollars from my account that needs to be refunded by these criminals, I called the better business bureau to let the know that Bitpay, is saying that they are a member of the BBB and were given an A rating, the BBB told me that they were not a member and that this was a common practice that retailers but there was nothing that they could do about it, I couldn’t believe my ears, so what good are they then it sites like Bitpay can make up there own reviews?, I would recommend that if you are looking for a Bitcoin visa card try a different company de to there deceptive nature, poor customer service, and there is no telephone number for Bitpay to resolve issue,and yes they have email for bitpay but they will only reply with a generic response promising that someone will be in contact within 24 to 48 hours, and they also recommend trying there FAQ page, and that is the extent of there customer service. Calling it customer service is a joke the bottom line is Bitpay has customer service on name only.

    Since I have had no luck getting any type of answer I am going to seek out legal advice on how to proceed. I will keep this page updated.

    If this helped you in anyway please consider making a donation, it is greatly appreciated.

    btc. 1QFs7D6yQ6mf6JSUpj4WnPo4kkLHSfKJcW

    bch. 1C7x56px9y1uTyMTHT5xvmWNFu43gfRC51

  • Gene Holland

    The currebt BBB rating of Bitpay is D (not A).

  • isomantium

    Bitpay is the absolute worst. The verification process is a nightmare. After uploading documentation multiple times, the verification process still failed. The failure reasons make no sense to human beings either. After contacting support, they simply copied and pasted a generic response and never even investigated why the verification was failing. After a number of follow up emails, I have had no feedback. It’s been 24 days now and I have had no response even after requesting a refund. AVOID THESE PEOPLE AT ALL COSTS. THEY DON’T CARE ABOUT YOU.

  • John L

    Be very careful with Bitpay, like most people I liked it at first but then funds started disapearing out of my account and charge backs “refunds” never showed up on my card, I have written Bitpay 8 times and have not received any response fro them besides the generic response stating that they are looking into it, and I would receive a response within 2 to 3 business days, so I tried finding a phone number for them, but there is none, no way to contact them at all, this company seems to be criminal in nature and would recommend for anybody thinking of joining to try another card company,
    Another thing I noticed Bitpay says they belong to the BBB…. WRONG, they do not, so how can the have a A rating if they do not belong to the BBB? in my opinion this is typical of Bitpay, they are very deceptive and border on criminal.. this company need to be shut down.

  • Cryptonought

    Took best part of one week to receive a reply from customer service query. Then they didn”t answer why my wallet always receives considerable less money then entered. Don’t trust this company

  • Tyrus Osburn

    This review is for the Bitpay Visa Debit Card, at first I loved having a card that allowed me to cash out my Bitcoins to. Until…
    They completely without any stated reason crapped on me! In Dec. 2016 I was notified by Bitpay that my card had been suspended pending Identity verification, which was all instigated by somebody fraudulently trying to link their Coinbase account to my card, this after nearly $1200 worth of Visa purchases were made to Coinbase fraudulently from my Bitpay Visa card, so naturally I made it clear to bitpay agents that I did not make these charges, at which point I was told to outline every charge that wasn’t mine and email the support dept. Along with these charges I was told that my account would remain suspended pending identity verification, and was informed which documents would be required to prove my identity. At this point I uploaded my ID a selfie holding my ID, my SS card, tax documents, and proof of address documents, (recent bills) all of which I submitted acordingly. After review I was told that my account was going to be closed. I was ok with this thinking that I would get a new card and account for the bad charges, and I awaited further instructions. The only thing that came from Bitpay was an explaination that since my account was closed that I was unable, or did not qualify for submission of any kind of dispute for fraudulent charges??? Are you guys serious?? Now what do I do?? about these charges. I have tried numerous times to contact Bitpay to no avail. & then on another note I have tried to contact coinbase to recover these funds, and that is whole other complaint in itself, since they truly have NO BODY that you can actually talk to about ANYTHING! If there is anybody out there that sees this please take caution when signing up with Bitpay as you can see from my situation. They simply closed my account instead of taking my claim for a dispute against fraudulent charges, this in my opinion is borderline criminal, as if them and coinbase have some sort of working relationship or something, I don’t know I can’t get help from either one of them at this point, I have been left out in the cold on this one, It is quite frustrating since these charges total over a thousand dollars worth of charges that I did not make!!

  • Phil Jones

    Hello,
    I have started a thread on bitcoin talk for scamming me. The invoice expired and you still haven’t paid the bitcoins and are making false statements.

    Please refund my bitcoins now….

    Bitpay invoice that expired

    Funds lost 0.010485 to address 19RRWPXH64kfPkZAJZjTqZopeoewJquHAC

    Blockchain proof that bitcoins were sent

    dd6dbc6296984a8ae73371248210cb23d3bc1848f47c87658600c7443babfbb7

    Bitpay Invoice URL that expired

    https://bitpay.com/invoice?id=T8YcLxP9YvdmXAaqxWMPV6

    Bitpay wallet address for refund
    1AVBQeTcmAp44BnPFiLDRZotQ6MnoBgz5d

    • Alex Hilleary

      I too tried to use Bitpay to buy an Egifter gift card. My transaction appears to have “disappeared” in the sense that Bitpay has no further record of it. The initial page after I initiated transaction said that I was using a “low fee” wallet (i.e. blockchain). My Txid:

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Phillip Parker
Credit Card Processors, Virtual Currency
3 min read
33 Comments
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