Complaints

This profile includes complaints for BitPay, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BitPay, Inc.

  8000 Avalon Boulevard Suite 300 Alpharetta, GA 30009

• 

  BitPay, Inc.

  8000 Avalon Blvd #300, Alpharetta, GA 30022

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2025, I paid ***** LTC (approx. $118.08) via BitPay for invoice ID **********************. The transaction hash is 7d059351927b10f0039d69b305ea72adff91e7b606b3786a9b97f120583810c7. BitPay refused to process the payment due to U.S. sanctions laws because I am an Iranian national. However, they are still holding my funds and refuse to refund, even though no goods or services were delivered. I contacted BitPay multiple times requesting a refund to my wallet address (ltc1qrkxre0czwq27pd8pgenn3n0a8tz33rk78rgrwd), but they said they cannot refund the money due to sanctions. I believe this violates financial regulations because funds should be returned if the transaction is blocked. I am seeking help from BBB to get my funds refunded.

  Business Response

  Date: 07/22/2025

  To Whom It May Concern:  

  Mr. ****** has been in contact with BitPays Customer Success Team, and we believe we have provided the correct answer to his inquiry, though we suspect not the answer he was hoping for.
  

  Mr. ****** agreed with our terms of use when making his initial payment. These terms assert that:  

  > BitPay, Inc. is subject to U.S. laws and regulations. This includes the Bank Secrecy Act, the economic and trade sanctions programs administered by the ******************************** (****) of the ****************************************, the USA PATRIOT Act, and other anti-money laundering (AML) and anti-terrorist financing (ATF) laws. BitPay, Inc. is also a registered ************* Business with the Financial Crime Enforcement Network of the ******************************* (******) and is a licensed money transmitter in the *********** where applicable law requires it to be licensed. As required by applicable laws and regulations, BitPay, Inc. maintains a comprehensive AML/ATF/Sanctions compliance program.
  

  As a ******************* BitPay must comply with regulations enforced by the *************** of the ****************************************** (OFAC). Unfortunately, these regulations prevent us from sending funds to **** or Iranian nationals.
  

  At BitPay the success of our customers is very important to us, and we regret any challenges that Mr. ****** had with this or any other BitPay transaction.
  Sincerely,
  
  ***** ****
  VP, Customer Success
  **********************

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Sincerely,
  
  S. ******* *******

  Business Response

  Date: 03/17/2025

  To Whom It May Concern:  
  
  Mr. ******* has been in contact with BitPays Customer Success Team, and we believe we have provided the correct information to him.  
  
  Mr. ******* used BitPay to pay an invoice for one of our merchants.  After the invoice was paid, a refund was initiated on the invoice.  
  
  When BitPay attempted to refund the invoice, we found that the merchant had not provided funds back to us for us to refund.  We contacted the merchant to obtain funds, and they notified us that they would refund the customer directly via check.  
  
  Since that refund is happening outside of our platform, unfortunately there is nothing else that we can do at this time.  However, if Mr. ******* does not get that refund in the next week, he should contact me directly at ****************************** and I can escalate this further with the merchant.  
  
  At BitPay the success of our customers is very important to us, and we regret any challenges that Mr. ******* had with this or any other BitPay transaction.  
  
  Sincerely,  
  ***** Cory  
  VP, Customer Success  
  **********************

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bitpay has an invoice payment action , essentially you can use BitPay to purchase things online. I was attempting to buy a necklace. Somehow BitPay auto populated the receiver as themselves ********************************* to be exact). So due to this, i sent them $333.31 in cryptocurrency by mistake. They are now dodging my calls and ignoring my email, after having essentially stolen my money by ignoring me.

  Business Response

  Date: 03/05/2025

  To Whom It May ********************************** ********* has been in contact with BitPays Customer Success Team, and we believe we have resolved his/her issue fully.  ******************** ********* sent a payment to BitPay in error, and we have worked with him/her to get that payment refunded. He/she initiated the BBB complaint the same day he/she contacted us, and we hadn't yet had the chance to find his/her errant payment and resolve his/her support request.  We responded to him/her the same day as the BBB complaint, and fully completed the refund two days later.   
  
  At BitPay the success of our customers is very important to us, and we regret any challenges that ****** ********* had with this or any other BitPay transaction.  
  
  Sincerely,  
  ***** Cory  
  VP, Customer Success  
  **********************
  
  

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of this year, I initiated service with this company to manage my ******************** They are not transparent about their fees and I have spent over $60,000 in fees with them. When you try to withdraw your fees, they charge you a large fee to deactivate from safe mode. I initially agreed the first time and paid the junk fee of $15,000. They tell you its refundable but two months later, I still have not received my profits. They told me two days ago, I would have the funds deposited in my bank account in 24 hours. Now the company insists I was late and wants $20,000 to release my funds. I doubt I will receive my profits without legal action.Please learn from my mistake and do not have anything to do with this crooked company!

  Business Response

  Date: 01/13/2025

  To Whom it May Concern,  
  
  Ms. ******** has been in contact with BitPays Customer Success Team on multiple occasions, and we believe we have provided her with the correct information on her issue, despite not providing the answer she was looking for.  
  
  In reviewing the communications that Ms. ******** has provided, it appears that she was communicating with a bad actor who was impersonating BitPay, rather than speaking with us directly.  She references fees paid to unlock wallets or paying a "Safe Mode Fee", neither of which BitPay does, and are tactics we have seen with other customers who have been defrauded by bad actors.  
  
  While we are sympathetic to Ms. ********* plight, we've reviewed the information provided - it does not appear to be related to our company and we do not see that we have interacted with her through our products and services at all, and thus are unable to offer any further remedies.  
  
  At BitPay the success of our customers is very important to us, and we regret any challenges that Ms. ******** had with her cryptocurrency transactions.  She may feel free to reach out to me directly at ****************************** with further questions.  If she is able to provide us additional transaction information, we can look further, but she does not appear to be interacting with BitPay through our actual products.  
  
  Sincerely, 
  ***** ****
  VP, Customer Success, **********************
  

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never requested a bit pay card and never received one. A Google developer has leveraged Pegasus attacks and hijacked my wifi also he has continuously stolen my cellular service. He has sent several ******* demands and has stalled and threatened me and my family. I have never received a phone call or any type of statement from Bit pay but obviously they have been allowing so.eone to utilize the account that holds my bitcoin. So, when does this end? When one person singularly runs the country bankrupt? That's very constructive, right? I have never accessed my bitcoin wallet or bit pay. When do these CRYPTOCURRENCY business/financial platforms actually check to ensure that you are the person opening the account and spending the money? After its all spent? I would like to be reimbursed the money that they have allowed to be used in my wallet as I'm the person who has worked for my money. Unlike others, I haven't stolen, threatened or abused anyone to get what I earned which at this point I've received not a cent. Ask *****************. He can instruct you just how to open financial business p platforms that violate trade laws such as theft of trade secrets, infringement of copyright rights etc. and he can advise you of how to leverage cyber attacks and hijacked wifi networks while cloning someone's device stealing their phone numbers and service and following all that nifty advice he can also stalk and threaten them and if need be he can hire someone to murder them for you. Oh, but he can't do it on his own, not originality. H*** probably steal your money to pay someone with after he spies on them and steals ideas. Originality and common sense well, were all safe on that one. And one last thing, since I have reported this conduct too many times to count, why has no one instructed the dumba$$ to give me back my files and credentials that he stole from my email accounts that he took over? Why has no one made him make a statement regarding his impersonation of me? Anything?

  Business Response

  Date: 07/30/2024

  To Whom It May ****************************** have looked in our systems, and do not see that an account was ever opened by ********************.  
  
  As such, for privacy reasons, we cannot discuss the details of any BitPay Card accounts with her.  
  
  If there is additional information that she can provide to help us find an account, or if she could point us to a way she has used our other products and services we would be happy to help further.  
  
  At BitPay the success of our customers is very important to us, and we regret any challenges that ******************** had with this or any other BitPay interaction.  
  
  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************

• Initial Complaint

  Date:04/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/24/24 I purchased a 250$ gift card for instacart using Bitcoin that I had in my bitcoin wallet within BitPay. I received email confirmation of the invoice for the gift card. However, when I entered the gift card code in Instacart it said the gift card was invalid. I email with BitPay customer service several times providing screenshots of proof that I did buy this gift card and showed the error code on Instacart. After multiple weeks of back and forth with providing identification of myself and my wallet they concluded that the wallet did not match to the gift card that was sent. This is absolutely unacceptable --- I have proof that I received the gift card which subsequently NEVER worked- I want a refund. It's simple; that's it. I feel like I'm a victim of fraud and that the 250$ went **** when I purchased it through bitpay.

  Business Response

  Date: 04/18/2024

  To Whom it May *************************************** has been in contact with BitPays Customer Success Team on a number of occasions, and we believe we have provided him with the correct information on his issue, though unfortunately we are unable to resolve his issue as he is unable to satisfactorily show that he owned the wallet that purchased the gift card.  **** asked for additional information from him so we could make certain he was the owner of the wallet in question, but we have so far not received a response.  
  

  When a gift card is purchased from a BitPay wallet, we record the wallet ID that made the purchase, which is an ID that should only be known to the person with access to that wallet.  When there are concerns or disputes about a gift card we ask the person contacting us for the wallet ID, so we can ascertain that were talking to the person who actually purchased the gift card.  ************************ has so far been unable to prove he is the owner of the wallet.  
  

  If there is additional information that ************************ could provide us, we would be happy to look into this situation further.   
  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ************************ has had.   
  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************  
  

  
  

• Initial Complaint

  Date:03/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21386378
  
  I am rejecting this response because:
  I never had a wallet with BitPay. My Bitcoin assets were on the BitPay app. I used them four times from the app. The remaining $500-$600 worth of Bitcoin suddenly disappeared and went to zero. 
  Sincerely,
  
  *******************

  Business Response

  Date: 03/12/2024

  To Whom it May *************************************** has been in contact with BitPays Customer Success Team on a number of occasions, and we believe we have provided him with the correct information on his issue, though unfortunately we are unable to resolve his issue as we never had access to his funds.  However, weve asked for additional information from him so we could make certain what happened, but we have so far not received a response, so the details below are based on what we can tell thus far with the information we do have available.  

  At BitPay we offer non-custodial wallets; in this type of wallet, the recovery phrase/extended private keys are provided directly to the user and ********************** has no access to them.
  

  The wallets in the BitPay App are stored locally in the device, ********************** has no access to this data or the device itself.
  

  To send funds from a given wallet, it is necessary to have either access to the device where the wallet is or have the wallet recovery information in any valid format (12-word recovery phrase, Extended Private Key, Encrypted File, Encrypted Text).  ************ has not provided us the wallet ID weve requested so we can look into his balance, but if he has lost access to his wallet and does not have the key to access it, there is nothing that BitPay or anyone can do.  When he created his wallet, if he created it with the BitPay app we would have required that he write down and then confirm his 12-word seed phrase.  We instruct at that time that keeping the phrase in a safe place is critical; if he still has access to that, he can easily restore his wallet.  Based on the screenshot provided, it appears that he needs to reimport his wallet using the 12-word phrase.
  

  Per our terms:
  

  This Software functions as a free, open source, multi-signature digital wallet. The Software does not constitute an account where We or other third parties serve as financial intermediaries or custodians of Your cryptocurrency. BitPay has no access to, visibility into, or control over any cryptocurrency stored in Your wallet or transactions made with Your wallet, Your private keys, passphrases or any wallet backup files. Your wallet is stored locally on Your device(s), and not on any BitPay server or network. (****************************************************)
  

  If there is additional information that ************ could provide **, we can look into this situation further, though at no point did BitPay have access to any of his funds. ************ could attempt to restore his wallet using the 12-word phrase, either in the BitPay app or one of the competing applications to see if that restores his funds.
  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ************ had with his BitPay wallet.  
  

  Sincerely,
  *******************
  VP, Customer Success
  **********************
  

  
  

  Business Response

  Date: 03/22/2024

  To Whom It May ******************************* screenshot that ************ included in his most recent correspondence proves that the situation I suspected is the case; he needs to re-import his wallet to be able to see his funds.  

  ************ claims that he does not have a wallet, but it is impossible in our app to have funds in the app without those being in an underlying wallet. When he created that wallet in our app, we would have forced him to back-up his seed phrase, which are 12 random words that prove ownership of his wallet.  If he has misplaced that 12-word key, there is nothing that we can do to assist him in gaining access to those funds, as we do not have access to any of our users' private keys.  

  To re-import his wallet, he should click on the top blue button "Create, import or join....", and then choose "Import Key".  He will then enter the ******************************** the "Recovery Phrase" box.  Note that the words need to be in the correct order, and separated with a single space only.  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ************ had with his BitPay wallet.  
  Sincerely,
  *******************
  VP, Customer Success
  **********************
  
  

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21386378
  
  I am rejecting this response because:  BitPay is simply not correct on this.  I had an account on the ********************** app and deposited Bitcoin assets there.  I later used some of the assets four different times to purchase ******* gift certificates.  I had a remaining $500-$600 worth of Bitcoin in my account on their app.  My account suddenly went to zero and has stayed there.  I do not have and have never had a BitPay wallet.  Certainly, they should have a record of *********** and transactions in their system that they can review.  I would like to have a copy of their records concerning my account as well.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bitpay has held over $9,000 worth of our funds from **. Bitpay will no longer communicate with us to verify our identity so we can withdraw our funds and end the relationship with them. We have sent over 15 emails over the span over 4+ weeks with no response. Further, out account was previously hacked and Bitpay took zero initiative to resolve the issue. We were able to recover our account, but with zero help from Bitpay. They have THE WORST customer service we have ever experienced. All we are asking for is to withdraw the $9,000 in our account that is ours and to terminate Bitpays services. This is a small ask. Please get it done.

  Business Response

  Date: 02/23/2024

  To Whom It May ********************************************* has been in contact with BitPays Customer Success Team, and we believe we have resolved his issue fully.  
  

  ****************** attempted to close his account with ********************** - however, due to a bug in our email response program his request did not show up for our team to work and was missed.  After he initiated the BBB complaint, we found his request and have been able to settle his funds to his account.  
  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ****************** had with this or any other BitPay transaction.  
  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************
  

  
  

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here is only 1 just one app or buiness that contains my money Idk how this is happening but the money I threw around wont stop multiplying

  Business Response

  Date: 01/18/2024

  To Whom It May Concern:  
  BitPays Customer Success team has looked into Mr. ***** complaint, and we are unable to find record of him contacting us or completing a transaction with us.  

  If he can provide us with additional information about challenges hes having or if he could provide transaction details, we would be more than happy to research his issue.  Unfortunately, with the information provided, we cannot assist him at this time.  

  At Bitpay, the success of our customers is very important to us, and we regret any challenges that ************ had while using our services.  He may feel free to reach out to me directly at ****************************** with further questions.  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************  

• Initial Complaint

  Date:12/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding the need for a BitPay debit card I was told I needed to access my fundsand me being requested to pay $2,500 to get one. Also the face that Ive now been told one of your employees, **** scammed me into to sending money into an account that most likely belonged to her. As a courtesy I am asking that I be send the BitPay card free of charge or I will be filing a BBB complaint and I have the proof to expose your employee who defrauded saying she was going to push my card through where I did not have to pay the $2,500. She initially asked me to send the deposit of whatever I had to that attached wallet which I did. Once received it she told me it was not enough money and that I needed to send at least $500 which I told her I didnt have. She said she was trying to help me out woman to woman.Needless to say I never heard anything else from her. She claimed the wallet i sent it to was my new wallet because my fianc ***** did not open it correctly which was a lie because I went through the verification process.Now I can go public with this or you can make this right and send me the debit card. I have no money at all let alone $2500 to pay for a card. Now on hope of it YOUR employees are trying to scam people.

  Business Response

  Date: 12/20/2023

  To Whom It May ********************************* has been in contact with BitPays Customer Success Team on multiple occasions, and we believe we have provided her with the correct information on her issue, despite not providing the answer she was looking for. 

  In reviewing the communications ****************** sent us, it appears that she was communicating with a bad actor who was impersonating BitPay, rather than speaking with us directly. 

  In the chain of emails we were provided, we see responses from ************************************ and encouragement for ****************** to email them at portal.************************************. All legitimate communication from BitPay will come from a bitpay.com domain email address, such as ********************************* Through these communications, it appears that ****************** was encouraged to send cryptocurrency to people other than those whom she intended.  

  While we are sympathetic to ****************** plight, weve reviewed the details provided - these transactions do not belong to a BitPay Invoice, so we cannot return the funds. A cryptocurrency transaction that has already been broadcast to the network is irreversible. This is an essential feature of the protocol which prevents payment fraud.  If funds are sent to any address not associated with BitPay or a BitPay Merchant, there is nothing that BitPay can do to recover the payment. 

  At BitPay the success of our customers is very important to us, and we regret any challenges that ****************** had with her cryptocurrency transactions.  She may feel free to reach out to me directly at ******************************** with further questions.

  Sincerely, 

  ********************;
  VP of Customer Success 
  **********************