BitPay Limitations: Why Users Switch to Faster, Cheaper Alternatives

Key Takeaways: BitPay is built for merchants, not individuals buying crypto. Users report weeks-long verification delays, surprise “Network Cost” fees at checkout, and support limited to slow ticketing systems. For users seeking immediate Bitcoin purchases with transparent fees, Paybis offers 2-minute verification, upfront fee breakdowns (Service Fee 1.49% after first purchase + Processing Fee + Network Fee), and 24/7 live chat with ~15-second response time across 180+ countries.

Why crypto buyers are leaving BitPay

BitPay has processed billions in crypto payments since 2011, but they built that success serving merchants, not retail buyers. When users try to use the platform for personal purchases, they encounter design choices optimized for business risk management rather than consumer convenience.

The “merchant-first” problem: processor vs. exchange

BitPay is fundamentally a payment processor that helps businesses accept cryptocurrency, not an exchange designed for retail crypto purchases. BitPay uses Payment Protocol technology to ensure merchants receive exact payment amounts with sufficient network fees, creating extra steps and compatibility requirements that can frustrate individual buyers.

Payment Protocol dramatically reduces costly payment errors for merchants but requires specific wallet support. Many popular wallets cannot complete BitPay transactions because they do not support this protocol, forcing users to download BitPay’s own wallet app or find compatible alternatives.

BitPay slow verification: what to expect

Multiple users on Capterra reported verification delays as a major issue. One business owner paid the verification fee and received only automated responses after one month.

“In my experience, the customer support system is horrible. It took weeks to get the account approved and this is my major gripe with this platform.” – Wale A. on Capterra

Users experience these delays because BitPay applies merchant-grade compliance filters designed for business accounts processing thousands of dollars monthly. BitPay prioritizes fraud prevention over speed, which makes sense for a payment processor but creates frustration for individuals who want to buy $200 of Bitcoin today.

Understanding BitPay’s high fees and hidden costs

BitPay charges merchants 1-2% + 25¢ per transaction for processing payments. BitPay also adds a Network Cost fee when the estimated miner fee exceeds 0.01 USD, which BitPay passes directly to you when paying invoices.

The problem is not the fee itself but when customers see it. BitPay shows the Network Cost on the currency selection screen and the invoice total on the payment screen, but users consistently discover surprise fees at the final amount. One Trustpilot reviewer described how verifying ID was a nightmare and BitPay’s exchange rate being “so far off of reality that it amounted to a $300 extra fee.”

The tiered pricing adds complexity. BitPay’s fee documentation shows that customers with monthly transaction amounts under $500,000 pay a 2% fee plus the fixed 25¢ fee, with lower rates for higher volumes. This business-focused pricing does not help you when making a single $300 purchase.

BitPay support issues: navigating the bot maze

BitPay’s support model creates frustration for individual buyers who need immediate help. Users on Trustpilot consistently complain about support quality. One reviewer said tickets were not helpful and felt like bots from 10 years ago that repeat a nonsensical script. Another stated BitPay’s support team does not read emails and sends AI bot copy-paste responses.

When your transaction fails or your account verification stalls, you need a human who can investigate your specific situation immediately, not days later through a ticket system.

The BitPay card: current status and limitations

BitPay offered a prepaid card that let users spend crypto at Visa merchants, but the program hit obstacles in 2023. According to CryptoCardHub, the card operated successfully until June 2023 when Metropolitan Commercial Bank exited the cryptocurrency business. Currently, interested users can join a waitlist as BitPay works through a banking partner transition.

Even when active, fees added up quickly: $2.50 per US ATM withdrawal, $3.00 internationally, plus a $10 issuance fee.

Paybis: Platform approach for individual buyers

Paybis positions itself as a platform designed specifically for individual crypto buyers rather than merchants, focusing on streamlined verification processes, transparent pricing, and immediate customer support to address common friction points in the crypto purchasing experience.

Instant verification (2 minutes) vs. days of waiting

Paybis uses automated verification with photo recognition technology. The system check usually takes up to 5 minutes with most accounts approved automatically. According to Sumsub’s case study, the whole verification process takes about 2.5 minutes per user.

The process is simple:

1. Upload your ID: Take a photo of your driver’s license or passport
2. Take a selfie: Our system matches your face to your ID photo
3. Wait for approval: Automated system approves most accounts in under 5 minutes

Our documentation states that if all required information and documentation is provided correctly, verification typically completes within 15 minutes.

This speed comes from Paybis designing the system for individual buyers from day one. The platform was optimized for consumer patterns, single purchases, and straightforward documentation, rather than business patterns requiring corporate registration documents and multi-signer approvals.

“I appreciate Paybis for its ability to facilitate instant cryptocurrency purchases using my card, which significantly enhances the efficiency of my transactions… I found the initial setup with Paybis to be easy and fast, contributing to a smooth onboarding experience.” – Denis I. on G2

Fee transparency: see the exact cost before you pay

Paybis displays fees upfront in its calculator interface before users enter payment details. For example, on a $500 Bitcoin purchase, users see:

• Service Fee: 1.49% (first card transaction has 0% service fee per asset)
• Processing Fee: 4.5-6.5% for card transactions over $50 (depending on currency)
• Network Fee: Varies by blockchain congestion (updated in real-time)
• Total: Exact dollar amount you will be charged

According to our fee documentation, our earnings originate from fees incurred during successful transactions with no hidden or additional fees involved. The service fee for cards after your first purchase is 1.49% with your first card purchase having zero service fees.

The difference matters. You know the total cost before clicking “buy,” not after you have invested time setting up an account and entering payment details.

“Paybis made it very simple and straightforward to get into the exciting world of crypto in a matter of minutes! I also like its broad support for 40+ fiat currencies.” – Islam R. on G2

24/7 human support: real help in under 2 minutes

Paybis offers live chat staffed by humans around the clock. Paybis’s working hours documentation shows an average response time to online chats of ~15 seconds with support available 24/7, 365 days a year. Users have expressed positive impressions about their experiences, saying they received clear and helpful responses within 30 minutes.

When a user’s bank blocks a crypto purchase at 11 PM on Saturday, they can talk to someone who can help them understand why and what to do next. No ticket systems. No waiting until Monday morning.

“Paybis is incredibly user-friendly, even for beginners. The interface is clean, the process is straightforward, and transactions are completed quickly. I especially appreciate the transparent fee structure—no hidden costs or surprises. Verification was fast, and their customer support team was helpful and responsive when I reached out.” – Vladimir Z. on G2

We maintain over 30,411 reviews on Trustpilot with a rating reflecting consistent positive experiences across verification speed, fee transparency, and support responsiveness.

BitPay vs. Paybis: feature comparison

Quick Verdict: BitPay vs Paybis Overview

Common BitPay errors and troubleshooting

Users experiencing issues with BitPay may find these solutions for common problems:

Invoice expired error: BitPay’s support documentation explains that if a payment was sent to a BitPay invoice and the service was not received, the invoice may have expired or the amount sent did not fully pay the invoice. Transactions not accepted by the Bitcoin network mean the funds will be spendable again in the wallet, taking 48-72 hours.

Insufficient funds for miner fee: An insufficient funds error occurs when there are not enough confirmed wallet inputs to pay the miner fee and send the desired amount. This happens when the funds available in the wallet are lower than the recommended bitcoin miner fee level, though the user still has access to their money.

Users who find troubleshooting these technical errors frustrating may benefit from platforms that handle blockchain complexity automatically.

Choosing the right platform for specific needs

BitPay is suitable for businesses accepting crypto payments from customers. The merchant-focused security makes sense for processing hundreds of transactions monthly.

Paybis is designed for individuals who want to buy Bitcoin or other cryptocurrencies instantly without learning merchant payment systems. Account setup typically takes 15 minutes from creation to verification approval, and users see the exact total cost before entering payment details.

A beginner guide video demonstrates the complete flow from signup to receiving crypto, while the verification guide shows exactly what documents are needed.

Key terminology

Network fee: The cost miners charge to confirm transactions on the blockchain. This fee fluctuates based on network demand and is not controlled by Paybis or BitPay.

Payment processor: A service like BitPay that helps merchants accept cryptocurrency payments from customers. Designed for business-to-customer transactions, not individual purchases.

Exchange: A platform like Paybis designed for individuals to buy, sell, and swap cryptocurrencies using fiat currency payment methods.

Verification (KYC): Identity confirmation required by financial regulations. We use automated photo recognition completing checks in minutes while merchant processors like BitPay apply manual business verification taking longer.

Written by

Olha Svyripa

Olha is a tech journalist with over ten years of experience writing about finance, crypto, and emerging technologies. At Paybis, she brings a sharp perspective on the trends and challenges shaping digital finance, combining her journalistic background with hands-on content leadership.