FAQ

How long does it take to receive my money when selling BTC for credit card funds?

If your card meets the eligibility criteria (https://support.paybis.com/637808-Countries-eligible-for-Credit-Card-payouts), it takes no longer than 10 minutes to complete the transaction. This timeframe includes the verification process, which is mandatory for all users making this particular order for the first time. Repeated transactions are completed in less than 5 minutes. The funds will be sent to your card as soon as we receive your BTC. The actual time of delivery will depend on the proc...

Who is eligible for Paybis.com services?

Paybis.com is trying to provide its services to everyone interested, but there are some restrictions due to AML policies and license restrictions. You can see a list of the restricted locations here (https://paybis.com/policies/terms-of-service/#toc-12).

How much is the total fee?

Our service fee depends on the payment method you choose. For Credit/Debit card transactions, paybis does not take any fees. However, payment processing fees still apply, so you will be charged a small fee which goes to the payment processor. All consecutive Credit/Debit card transactions will be at 5.99%. The fees of other payment methods is dynamic, mostly based on market demand.

Which banks do not allow cryptocurrency purchases?

Not all banks support cryptocurrency purchases. We have prepared a list of banks, which do not allow cryptocurrency purchases. Before you start an exchange, please check the list below to make sure that your bank is not there. USA: - Capital One - Discover - Bank of America - Citigroup - J.P. Morgan Chase - Wells Fargo CANADA: - TD Bank - Bank of Montreal - Royal Bank of Canada EUROPE: - Nordea Bank - Lloyds Bank - Virgin Money - Danske Bank - S-bank...

How to receive an affiliate payout?

Affiliate payouts are made by request and only on business days. You can request a payout by sending us an email on support@paybis.com (mailto:support@paybis.com) providing your affiliate account ID and email address. Before sending a request please make sure that you have specified your full name, billing address, and wallet address, to which the payment will be made in your affiliate account. If the mentioned information is not provided, we will not be able to process the request. Please not...

How much time does a transaction take?

It depends on the payment method, but 90% of transactions are completed within 15 minutes. In case of delays you will be notified immediately via email. Also, do not hesitate to contact our Live Support team if you have any problems with your transaction.

Can I request a refund?

Yes, according to our Refund Policy (https://paybis.com/about-us/refund-policy/) you can request a refund if Paybis.com did not send the cryptocurrency to the user requested address. If Paybis.com already sent the cryptocurrency to the customer, but the customer wants a refund, Paybis would be able to buy it back based on the current market rate minus the service fee for the transaction. In order to request a refund, please fill in the following REFUND FORM and send it to support@payb...

My transaction is taking longer than expected. What can I do?

If you have any questions regarding your transactions, you can contact our live support team for help. You can either send an email to support@paybis.com (mailto:support@paybis.com) with a description of your problem or you can start a new chat by clicking on the chat button at the bottom-right corner on our website.

Do you have a license?

Yes, Paybis is a fully compliant company and we hold the following licenses: Providing services of exchanging a virtual currency against a fiat currency (issuing country - Estonia): FVR000697. Online check: https://mtr.mkm.ee/ Providing a virtual currency wallet service (issuing country - Estonia): FRK000604. Online check: https://mtr.mkm.ee/ Money Services Business Registration (issuing country - USA): 31000166366948. Online check: https://www.fincen.gov/msb-registrant-search

Can I cancel my transaction?

You can only cancel a transaction if cryptocurrency has not been paid out yet. Remember that all cryptocurrency transactions are irreversible. If you do not see the option to cancel a transaction, please contact our Support team via support@paybis.com or in chat.

My transaction is stuck in "payment pending" status for long. What should I do?

"Payment Pending" status usually implies that a customer has initiated a transaction but has not conducted the payment yet or payment is awaiting approval. If you see such a status in your Credit/Debit card transaction, that could mean 2 things: 1) Simplex is currently verifying your transaction and we are awaiting their approval 2) You have not submitted your card's details or left the payment page without finishing the payment. If the latter is the case, we recommend the following step...

Transaction is completed, but I do not see funds in my wallet. What can I do?

If transaction status has been changed to “Completed” that means your transaction is successful and Paybis has already proceeded with payout. If your transaction involves cryptocurrencies (i.e BTC, LTC, ETH, BCH) then you can check your wallet address’s transactions on blockchain at anytime. In case your transaction does not appear on blockchain, please contact our Live Support department via support@paybis.com (mailto:support@paybis.com) or in chat.

Can I pay with my friend’s credit card?

No, unfortunately it is not possible to pay using somebody else’s credit/debit card. The person who is paying for a transaction can only use his own card.

I forgot my password. How can I restore it?

In order to restore your password, please use the following link: https://paybis.com/user/forgot/

Can I trust your website?

Yes, absolutely! We are a legal entity registered in UK and have an MSB license in USA. We’ve been working in cryptocurrency industry for more than 3 years and have an excellent reputation – 9.2 out of 10 on Trustpilot (https://www.trustpilot.com/review/paybis.com).

How can I delete my account?

If you decided to terminate your account on Paybis.com, you need to contact our support team via support@paybis.com (mailto:support@paybis.com) or in chat.

Do you accept prepaid credit cards?

Yes, prepaid credit/debit cards are accepted, but not all of them. The main requirements are: - your prepaid card should have Visa or Mastercard logo on it - your card should be 3-D secure - international and online payments should be allowed.

Can I reopen a cancelled transaction?

No, unfortunately it is not possible to reopen a cancelled transaction. You need to start a new one.

Do you have a referral system here?

Yes, we do! Our referral program allows to earn up to 20% commission from the profit generated by your referrals. You can read more and become a member of our referral program here. (https://paybis.com/referral-program/)

I think I found a bug, where should I report it?

If you found a bug on our website and would like to help us fix it, please send a report to security@paybis.com (mailto:security@paybis.com). In your report, please describe the Bug, list the steps how to recreate it and provide a solution for the fix. Your report will then be sent to our Dev Team for review and the size of your Bug Bounty reward will be decided by the management team. NOTE: Paybis will not award bounties for bugs found in 3rd party systems. Bugs relevant to the followi...

How can I change my email?

Unfortunately, it is not possible to change an email. However, if there is such a need, please contact our support to delete your account. After that, feel free to create a new account with a different email. Please note: You will not be able to create an account with the email that you used previously.

I cannot find my state in the list. What should I do?

Please note that we do not work with the following US states: - New York (NY) - New Mexico (NM) - Washington (WA) - Hawaii (HI) - Alabama (AL) - Vermont (VT) - Alaska (AK) - Nevada (NV) If you cannot find a state that is different from the above ones, please contact our Support team.

How can I change my billing address in verification?

In order to change any information in your verification, including billing address and/or personal information, please contact our Support Team via support@paybis.com or in chat. We will reject the exact verification fields so that you will be able to update your information. Please do not create a new account if you need to update your verification.

How can I change my credit card info?

Please note that we do not store any information about our customers’ cards so you can use another card whenever you want. All you need is to start a new transaction and on the payment page just enter details of a different card.

How can I send a complaint?

Paybis will always strive to provide an efficient and professional service, and will aim to provide prompt, courteous, helpful, open and informative advice in respect of every communication received. Any customer or potential customer has the right to complain about Paybis service or product. The complaints should be communicated to Paybis by sending an email to complaints@paybis.com (mailto:complaints@paybis.com). Paybis undertakes to deal with each complaint and issue a response within 15 d...

What is Paybis working time?

Our working time is 24/7. - Average response time to online chats is ~15 seconds. - Average response to Account verification requests is ~60 mins. - Average response to exchange order is ~30 mins.

Where can I learn more about crypto world?

Our company is proud to announce our very own blog (https://paybis.com/blog/), where you can find various articles about crypto world, educational guides, tutorials and much more.

What are my exchange limits?

Our company has unique limits for different payment methods. You can find detailed information about our limits on our Verification & Limits page (https://paybis.com/verification/).

Does Paybis have any account in social media?

We are doing our best to stay in touch with our users as much as possible and we always make updates about our company’s life in social media. You can follow us on Facebook (https://www.facebook.com/PayBis/), Twitter (https://twitter.com/PayBis_com) and Reddit (https://www.reddit.com/r/Paybis/) to receive the most recent updates.

I have a business proposal, who should I contact?

Paybis is always open for partnership opportunities. In case you have something to offer feel free to contact us! - Business offers / Referral program inquiries: isers@paybis.com (mailto:isers@paybis.com) or skype: isers.inn - Webmaster and traffic offers: isers@paybis.com (mailto:isers@paybis.com) or skype: isers.inn - Public Relationship Department: pr@paybis.com (mailto:pr@paybis.com) - Guest blogging opportunities: blog@paybis.com (mailto:blog@paybis.com)

Where can I find the current price of crypto on your website?

Prices of the cryptocurrencies listed on our website can be found in the header of our website.

My credit/debit card payment was declined, but money is still reserved on my bank account.

If your card has been pre-authorized, but your payment was declined, your money will free up within 48-72 business hours. In rare cases it can take up to 7 business days, but usually it happens faster. If it takes longer than expected, please contact our support team via support@paybis.com (mailto:support@paybis.com) or in live chat.

Which countries are restricted on Paybis?

Paybis does not provide its services to customers in any jurisdiction that is subject to the sanctions programs administered by the U.S. Treasury and other governing bodies. Customers residing in one of these prohibited regions/countries (https://paybis.com/about-us/terms-of-service/#toc-12) will be prevented from using our services.

Can Paybis request additional verification?

Yes, for high volume or suspicious transactions we might require you to pass our additional verification for AML and Anti Fraud purposes. The additional verification request will be sent via email.

Am I allowed to have several accounts with Paybis?

No, according to our AML policy, it is prohibited to have more than one account on our website. If it is detected that a customer has more than one account, all of the accounts will be temporarily disabled. The customer will be requested to choose which one of his accounts will be active, while the others will stay blocked permanently.

I do not want to show my IP address, but I was asked to turn off my Proxy/VPN.

According to our KYC and AML policy it is not allowed to use Proxy/VPN, TOR or any other software which is hiding your location. Before submitting your verification or starting a transaction, please make sure that these programs are not enabled when using our website.

How can I receive SEPA invoice?

In case if you need a SEPA invoice for your transaction on Paybis, you can request it in a live chat or by sending us a request on support@paybis.com (mailto:support@paybis.com).

I have sent you bitcoins and my transaction appeared on blockchain already, but my exchange is not finished yet.

Paybis will consider a bitcoin payment completed as soon as it receives one confirmation on blockchain. If your transaction is not yet confirmed on blockchain, please wait for 1 confirmation. Our support team will be notified as soon as your transaction is confirmed on blockchain and will proceed with payout shortly. If it takes longer than expected, please contact our support team in live chat for assistance.

Are your customer support representatives real people?

Yes, all our customer support representatives are real people. Our support team consists of experienced professionals, which are always ready to help you out and answer all your questions according to our website. We have a 24/7 support, so do not hesitate to contact them any time if you have any questions.

Why is my account suspended?

If your account is suspended, please contact our support team in live chat or via email support@paybis.com to find out the reason for it. Possible reasons why your account may be suspended: - Your account was disabled by your request - We suspected your account was hacked and disabled it for you - You have more than 1 account verified on your name (please check our multiple account policy (https://paybis.com/about-us/aml-policy/#toc-1)) - You violated terms of our service

I am not receiving email from Paybis.

If you are not receiving emails from Paybis, there may be several possible reasons: - You marked a previous Paybis email as spam - Your email provider sent Paybis email into a low priority queue and did not deliver it to your inbox - The email was delivered, but is in your SPAM or Junk folder If you wish to receive Paybis emails again, please contact us via support@paybis.com (mailto:support@paybis.com) or in live chat.