Frequently Asked Questions

Instacoins is one of the easiest and most trusted places to buy Bitcoin securely.

General

Instacoins offers multiple payment methods for the purchase of Bitcoin, namely:

  • Cards from Visa, Mastercard or Maestro
  • Revolut or Wise
  • Bank Transfer
  • Skrill or Neteller

Depending on your chosen payment method, you will be redirected to a secure payment page or to our latest banking instructions.

Some methods may not be available in your country or in your default currency. Speak to our support team if you are having issues setting up a transaction.

For cards and bank transfers, we accept EUR, USD, GBP, AUD, CAD, CHF, CZK, NOK and ZAR!

You can choose your billing currency for every transaction. If your local currency is not on the above list, please note your bank might charge you a foreign exchange fee.

For Revolut and Wise we currently only accept EUR. However, you can convert your currency into EUR directly on the Revolut and Wise apps. See our tutorials on how to do that here.

Skrill/Neteller payments will be billed in EUR. If you pay in any other currency using your Skrill account you might be charged a foreign exchange fee by Skrill. We will support other currencies in the near future.

At this time, Bitcoin is the only cryptocurrency that we offer.

No, Instacoins is not a wallet service. However, we will act as a custodian for your coins until you are ready to transfer them to an address of your choice.

No. Each transaction will be directly between you and Instacoins.

At this time, Instacoins can only be used to buy Bitcoin and transfer it to a valid Bitcoin address of your choice.

Click on User Accounting to view a complete list of your past activities.

As there is no central exchange controlling the rate, each website that you visit will have its own Bitcoin rate. Our exchange rate will always be displayed prior to completing your card purchase. We will always show the price in your selected currency equivalent for 1 Bitcoin.

For bank wires however, please note that we will charge you the prevailing rate when the funds hit our bank account and the money is matched to your account.

If your account has been inactive for a while, we might charge you a custody fee. Here’s how it works:

  • if you haven’t made a successful deposit or a successful transfer during a calendar month and
  • you have a positive cryptocurrency balance

Instacoins will charge a fee of BTC 0.00025 to your account. If you have less than BTC 0.00025 on your account and you satisfy both of the conditions above, your cryptocurrency balance will be set to zero.

You will not be charged any fee if you any of the following are true:

  • you make a successful deposit during a calendar month
  • you make a successful transfer during a calendar month
  • you have a zero cryptocurrency balance

If you’ve been billed and your Bitcoin balance has not changed please get in touch with our team. We will investigate and rectify your balance or issue a refund within 72 hours if due.

We will allow a transaction to be refunded under limited circumstances. Please visit https://www.instacoins.com/refund-policy/ for more information.

Any Bitcoin you purchase will be stored on your Instacoins account. You should see a balance along the top menu bar or click on My Account from the menu bar for more details. Available Balance is your Balance less any withdrawals which are in process or pending authorisation.

Your Bitcoin Balance will increase with the amount of Bitcoin you just bought. Alternatively, look in your Transaction History or My Account menu and check that the transaction is marked as “Finished”.

When paying with cards, Revolut, Wise, Skrill or Neteller your balance will usually increase instantly. For wire payments, your balance will increase when your wire hits our bank account and we match the money to your account.

You will also receive an email confirming your purchase.

Your bank or card company has likely placed a pre-authorization on your account for the purchase amount but has not cleared the payment. A pre-authorization simply saves the transaction for future approval (or decline).

This can happen if you started a transaction on Instacoins but never finished it. In this case, starting and finishing a new transaction will usually resolve this.

In any case, any pending pre-authorization will be automatically declined after 3 working days. Speak with your bank or card company if this takes longer or if you have questions.

Payment Methods

In most cases, your bank is being a bit too conservative and is blocking the transaction from going through. Try a smaller amount, such as EUR/USD/GBP 100 first. If that doesn’t help we highly recommend you get in touch with your bank and ask them to allow purchases on instacoins.com to go through. Or try using a credit card, as debit card transactions tend to get blocked more often.

It’s also very useful to make sure that your postcode/ZIP code is correctly listed on your account profile. It will help your bank to classify your transaction as legitimate, and it won’t be labeled as potentially fraudulent activity.

Speak to one of our agents over live chat to get more information on why this may be happening. Alternatively, send us an email on support@instacoins.com and include all relevant information and/or screenshots.

We’ve got a blog post about this here, or you can watch this helpful video.

If you are located outside one of these countries you might not be able to pay using your VISA card. Consider using Mastercard or Maestro cards or an alternative payment method.

Australia Germany Lithuania Serbia
Austria Gibraltar Luxembourg Slovakia
Belarus Greece Malta Slovenia
Belgium Hong Kong Mexico South Africa
Brazil Hungary Netherlands Spain
Bulgaria Iceland New Zealand Sweden
Canada Ireland Nigeria Switzerland
Croatia Italy Norway Taiwan
Cyprus Ivory Coast Philippines Thailand
Czech Republic Jamaica Poland Turkey
Denmark Japan Portugal UAE
Finland Latvia Puerto Rico United Kingdom
France Liechtenstein Romania United States

OpenBanking is a system where banks securely share customers’ payment data with third-party applications. This data sharing enables third-party merchants, such as Instacoins, to offer lightning-fast Bitcoin purchasing experiences via digital bank giants Revolut and Wise.

OpenBanking not only makes purchasing Bitcoin on Instacoins a breeze with instant delivery, but also helps you save money! Paying with Revolut and Wise means you avoid international transaction fees on your cards and bank wire fees, making the most out of your money.

Our Open Banking integration allows you to purchase Bitcoin via Revolut or Wise with only a few clicks, and delivery of Bitcoin is instant!

We have created step-by-step tutorials for you which will cover all you need to know about purchases via Revolut and Wise.


Note: You will need a EUR IBAN from Revolut or Wise in order to complete a transaction via our Open Banking integration. Check your Revolut or Wise apps for more details, or check out our FAQ below for more information on the IBAN.

No EUR, no problem! You can take advantage of the incredibly competitive foreign exchange fees and rates charged by Revolut and Wise and convert your local currency to EUR in a matter of seconds.

In fact, we’ve got you covered with a couple of video tutorials with step-by-step instructions on how to do this!

Once you have EUR in your Revolut or Wise account you can buy Bitcoin on Instacoins in seconds!

An IBAN (International Bank Account Number) is a standardized code used internationally to identify a specific bank account. It helps ensure accurate and efficient cross-border transactions by providing a unique identifier for each account.

The IBAN typically consists of a country code, two check digits, and the recipient’s domestic bank account number. The format varies slightly from country to country, but a general example looks like this:

Country Code (2 letters) – Check Digits (2 numbers) – Bank Account Number (up to 30 characters)

You can visit this website to check if your IBAN is formatted correctly.

Use as many accounts as you like! We don’t limit the number of Revolut or Wise accounts you can use on Instacoins.

Open Banking protocols are heavily regulated and are subject to strict regulations and security standards to protect customer data. Banks and third-party providers are required to comply with data protection laws, and they implement robust security measures, such as encryption and multi-factor authentication, to safeguard data during transmission and storage.

Additionally, Open Banking operates on explicit customer consent. You have full control over which data is shared and with whom. Access to your financial data is only granted to authorized third-party applications after your explicit approval, and you can revoke access at any time. Any and all financial data is encrypted during transmission between banks and third-party applications. This encryption ensures that even if intercepted, the data remains unreadable and protected.

Finally, Instacoins only works with well-established and reputable third-party providers that comply with industry standards and have a track record of implementing strong security practices. Our Open banking network includes Revolut and Wise, which each have their own built-in fraud protection mechanisms.

Once you select ACH/Wire Transfer as a payment method on Instacoins, simply copy the full banking details we provide you on-screen to your online banking platform. We’ve got a great tutorial which you can watch right here!

Once you select Wire Transfer as a payment method on Instacoins, simply copy the full banking details we provide you on-screen to your online banking platform. We’ve got a great tutorial which you can watch right here!

 

IMAD stand for “Input Message Accountability Data”, and it is a unique alpha-numeric identifier given to money transfers made via the Federal Reserve Bank’s Fedwire system. It is sometimes referred to as the Federal Reference number, Fed Reference number, or FedWire number.

An IMAD number can be used to investigate and track wire transfers, particularly in the event of money transfers which take more than 3 business days to settle. Our agents will ask for the IMAD number in the event that we have to reach out to our bank to investigate such a delay.

The IMAD is a combination of a date, a source identifier and a sequential number, typically in the following format:

Date: yyyymmdd or mmdd (usually the day you make the transfer)
Source Identifier: XXXXXXXX (eight alpha-numeric characters)
Sequential Number: 123456 (six digits)

An example of a valid IMAD is thus 20230425MMQFMPGH001772 or 0511B1QGC08C004316.

Most banks will be able to provide you with the IMAD upon request. In some cases, you may have to reach out to the bank manager or the bank wire department for assistance.

You can watch a short explainer video about what an IMAD is and how to obtain it over here:

Bank transfers could reach us on the same day you make the transfer, although it generally takes between 1 to 3 days for the money to reach us. Your bank’s processing time, and the date and time you made the transfer may have an impact on the transfer time.

If you’ve sent us funds but have not heard from us or we haven’t released any Bitcoin to you after 7 days please get in touch with our support team.

Please provide proof of payment, and ask your bank for an IMAD number so we can investigate further.

It’s likely that some of the bank details you inputted are incorrect, missing, or perhaps they haven’t been recognized by your bank. Watch our bank wire tutorials for more info on what could be the issue.

You have been refunded because there was a mismatch between the personal information on your Skrill/Neteller account and that on your Instacoins account, making this payment a 3rd party payment.

Returns of 3rd payments made via Skrill/Neteller are subject to a processing fee. Please note Skrill/Neteller is not available for customers in the USA.

Please check our Terms and Conditions and Refund Policy for more details.

Limits

The minimum fiat amount you can buy varies depending on the currency and the payment method you choose:

Cards      EUR     GBP     USD     AUD     CAD     CHF    NOK     ZAR
Wire         50        50        100      150       150      150     1,000    2,000
Other       50         50        50       100       100       50      500      1,000

The minimum crypto amount you can transfer is BTC 0.0002.

Wires for less than the minimum amount will incur an administrative fee.

“Other” methods include cards, Revolut, Wise, Skrill and Neteller.

Your card/e-wallet limits will depend on the level of due diligence documentation provided. You can check your card limits by clicking on “Your Limits” on the left-hand side menu.

We do not impose a maximum for Revolut, Wise, or bank transfers. However, larger amounts might require additional documentation for the Bitcoin equivalent to be released.

There is also no maximum for transferring your crypto.

The maximum number of successful card transactions will depend on the level of due diligence documentation provided. Generally, you can make up to 5 transactions a day and up to 30 transactions a month.

Bitcoin transfers are also unlimited.

Depending on which limits you are hitting, you may need to wait for a few hours or days to process a new transaction.

Speak to our support team to have your limits raised if you find the limits are too restrictive for you.

We will require some additional information and/or documentation about you and your account. Speak to our support team to have your account reviewed or for more information.

After any additional information and/or documentation is collected, an account review will be carried out. We aim to give you a reply within 24 hours, but please allow for a maximum of 72 hours for the account to be reviewed.

Transfers

Click on Withdraw on the left-hand side menu. Enter the amount of BTC you’d like to transfer and enter the correct destination Bitcoin address. Then click on Transfer Now to process the transfer.

Bitcoin is sent within a maximum of 15 minutes from the moment you make a withdrawal.

Unfortunately, once you have authorized a Bitcoin transfer your instructions cannot be edited, stopped or deleted.

Entering the correct Bitcoin address is your sole responsibility. If you know the owner of that address you can try and get in touch to see if you can recover the funds.

Please consult our full Terms of Use for more information.

“Available Balance” is your Balance less any transfers which are in process or pending authorisation. You likely have one or more pending transfers that you need to authorise or cancel. To authorise or cancel pending transfers, click on Transaction History from the menu bar, and check if you have any transfers which need your authorisation.

To send your Bitcoin, click on the green Transfer ID. On the next screen, click Authorise to send the Bitcoin to the specified address, or click Cancel if you’d like to send the Bitcoin elsewhere or later. When you cancel a transfer, the corresponding Bitcoin amount is added back to your available balance

If you have multiple transfers which are pending authorisation and you’re unsure which you should be authorising, feel free to cancel them and instruct a transfer yourself for the correct amount and the correct Bitcoin address. Follow the instructions above to cancel pending transfers and please allow up to 10 minutes for any balances to update.

To make sure it has been sent and delivered, you can locate your transaction on a blockchain explorer. Click on Transaction History on the left-hand side menu, then click on the Recipient Wallet or Transaction Hash values to follow a link to a blockchain explorer.

If the transaction is Confirmed, the Bitcoin has been sent and received successfully.

KYC

As part of our anti-money laundering requirements, each person who uses our services must undergo identity verification.

You may be required additional forms of documentation as part of our ongoing anti-money laundering efforts.

A Passport, Driver’s Licence, or National Identity card (both sides) are acceptable forms of photo identification. Other forms may be accepted, provided that they show your photo and are government-issued. The document must show your date of birth and a valid expiry date.

At times we may require you to take a selfie with your ID for identity verification purposes. To take a good Selfie ID, please follow the following steps:

– Make sure you are in a room with ample light
– Select the best available photo quality for your device
– Hold up your ID document close your face
– Make sure both your face and your ID are clear enough before sending

It’s important to avoid covering up any information on the ID document, as this will render the Selfie ID invalid.

In the event we require you to submit proof of address, we primarily accept bank or credit card statements or utility bills (gas, water, electricity, fixed line telephone). We encourage you to blank out sensitive information on financial documents such as the first few digits of your account or digits 7 thru 12 of your credit card number.

Please note that the submitted document must be in your name and dated within the past three months (90 days).

We aim to process most KYC applications within 5 to 10 minutes. Occasionally some applications may take some time to be approved. If it seems like the KYC pages are taking a lot of time to load, try refreshing your browser.

If that doesn’t help, and the process is taking longer than 15 minutes please speak to one of our support agents.

Applicants are reminded to submit clear and valid identification documents to help smoothen the process.

Security

Yes! Instacoins Europe EOOD is registered in Bulgaria and is licensed by the Bulgarian National Revenue Agency to carry out services for the exchange of virtual currencies under license number BB-48.

We do not store any sensitive data at all within our systems or elsewhere besides the data we need to process your transaction.

We do not store sensitive payment details anywhere on our site or servers. As for your personal details and documents, those are encrypted.

Of course – click on Password and Security from the menu to access the password area. There, you will need to enter your old password and then the new password of your choosing. Your password has to include a minimum of 8 characters and at least one upper case letter, one number and one special case letter.

Alternatively, you can click on Forgot Password from the login screen.

Yes we do – click on Password and Security from the menu and then click on Enable 2FA. We highly encourage you to enable 2FA for added security.

We offer our service in as many countries as possible but reserve the right to not offer services to nationals or residents of countries which have laws in place that restrict cryptocurrency transactions or the use of cryptocurrency in general.

Our policy is strictly one account per person. Attempts to circumvent this will result in one or all of your accounts being suspended.

Buy your first Bitcoin with
your credit or debit card today!