FAQ

IBIS Brokers Support

Got questions?

We’re here to help

Here are the answers to some of the most common questions we receive. Still not satisfied? Use the contact form to get in touch with a member of our team. For information on our Bitcoin OTC Services, please drop us a message here.

General information

What is IBIS InstantBuy?

IBIS InstantBuy is the retail version of our OTC service. It allows every day users to buy Bitcoin with credit card in amounts as small as €20. IBIS InstantBuy’s objective is to make buying crypto currencies as simple as possible.

Who can use IBIS InstantBuy?

Anyone who is 18 years or older and resident of the countries in the below list can purchase Bitcoin and other cryptocurrencies using IBIS InstantBuy.

List of supported countries

  • Argentina
  • Australia
  • Austria
  • Belgium
  • Brazil
  • Bulgaria
  • Canada
  • Chile
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hong Kong
  • Hungary
  • Iceland
  • Ireland
  • Italy
  • Japan
  • Kuwait
  • Latvia
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Malaysia
  • Malta
  • Mexico
  • Netherlands
  • New Zealand
  • Norway
  • Poland
  • Portugal
  • Romania
  • Russia
  • Saudi Arabia
  • Singapore
  • Slovakia
  • Slovenia
  • South Africa
  • South Korea
  • Spain
  • Sweden
  • Switzerland
  • Taiwan
  • Turkey
  • United Arab Emirates
  • United Kingdom
  • United States of America (see supported states below)

List of supported US states

  • Alabama
  • Alaska
  • Arizona
  • Arkansas
  • California
  • Colorado
  • Delaware
  • District of Columbia
  • Florida
  • Georgia
  • Idaho
  • Illinois
  • Indiana
  • Louisiana
  • Maryland
  • Massachusetts
  • Michigan
  • Minnesota
  • Missouri
  • Montana
  • New Hampshire
  • New Jersey
  • North Carolina
  • North Dakota
  • Ohio
  • Oregon
  • Pennsylvania
  • Puerto Rico
  • South Carolina
  • South Dakota
  • Tennessee
  • Texas
  • Utah
  • Vermont
  • Virginia
  • Virgin Islands (U.S.)
  • Washington
  • Wisconsin
  • Wyoming

I've got great traffic. Can I become a partner?

Yes, definitely. Please contact us and our partnerships team will get back to right away.

What are the trading limits?

On signing up with your basic information (name, date of birth, email) you will be assigned a monthly limit of €150. Once you have successfully verified your identify, your daily limit will be increased to €2,000 with and €20,000 monthly limit. Should you provide proof of address the limit is raised to €10,000 per day and €50,000 per Month

Some notes on limits:

  • Daily limits are based on a rolling 24 hour period (rather than midnight to midnight).
  • Monthly limits are based on rolling 31 day periods (rather than calendar months).

Which credit cards can I buy Bitcoin with?

IBIS InstantBuy accepts all major credit and debit cards, including Visa and Mastercard. You can also use some prepaid and virtual cards to purchase Bitcoin and over 50 other cryptocurrencies. Please bear in mind that some banks set their own rules on where you can use their cards, and may decline the transaction on their end.

What cryptocurrencies can I buy?

The below list of cryptocurrencies is available in all countries except the USA. The list of cryptocurrencies supported in the USA is found further down.

Currently, customers in all the countries we support except the USA can purchase:

  • Basic Attention Token (BAT)
  • Binance Coin (BNB)
  • Bitcoin (BTC)
  • Bitcoin Cash (BCH)
  • Cardano (ADA)
  • Chiliz (CHZ)
  • Civic (CVC)
  • Cosmos (ATOM)
  • Dai (DAI)
  • Dash (DASH)
  • Decentraland (MANA)
  • EOS (EOS)
  • EOSDT (EOSDT)
  • Ethereum (ETH)
  • Ethereum Classic (ETC)
  • FunFair (FUN)
  • Hedera Hashgraph (HBAR)
  • HonestCoin (USDH)
  • IOTA (MIOTA)
  • Kava (KAVA)
  • Litecoin (LTC)
  • Luna (LUNA)
  • Nano (NANO)
  • NEO (NEO)
  • Ontology (ONT)
  • Ontology Gas (ONG)
  • Paxos Standard (PAX)
  • Qtum (QTUM)
  • Ravencoin (RVN)
  • Spice (SPICE)
  • Stellar (XLM)
  • Terra SDT (SDT)
  • Tether (USDT)
  • Tezos (XTZ)
  • TRON (TRX)
  • TrueUSD (TUSD)
  • USD Coin (USDC)
  • VeChain (VET)
  • Waves (WAVES)
  • XRP (XRP)
  • Zilliqa (ZIL)
  • 0x (ZRX)

Customers in the USA can purchase:

  • Bitcoin (BTC)
  • Bitcoin Cash (BCH)
  • Dai (DAI)
  • Ethereum (ETH)
  • Litecoin (LTC)
  • Paxos Standard (PAX)
  • Stellar (XLM)
  • Tether (USDT)
  • TrueUSD (TUSD)
  • USD Coin (USDC)

Can I sell my cryptocurrency too?

Yes, contact us here and our trading team will be in touch.

Can I get a refund?

As cryptocurrency transactions are irreversible in nature, we don’t offer refunds. If you would like to sell your cryptocurrency back to us, simply contact us and our trading team will handle it.

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IBIS InstantBuy works on all current desktop browsers, however certain settings can prevent it from loading. If you are having trouble accessing it using a mobile device or tablet, please first try using a laptop or desktop. Should that not work please follow the instructions for your browser below:

Chrome

  1. Click on the dropdown menu button on the top right of your browser.
  2. In the dropdown menu, select Settings.
  3. Enter cookies  in the search field on the top of the page.
  4. Click on Site Settings, under the Privacy and Security section.
  5. Click on Cookies under the Permissions section.
  6. Click on the Add button next to the Allow section.
  7. Copy and paste this link https://buy.moonpay.io into the text field and then click Add.
  8. Return to where you came from, refresh the page and you’re done!

Firefox

  1. Click on the dropdown menu button on the top right of your browser.
  2. In the dropdown menu, select Preferences.
  3. On the left navigation menu, click on Privacy & Security.
  4. Scroll down to the Cookies and Site Data section, and click on Manage Permissions.
  5. Copy and paste this link https://buy.moonpay.io into the text field, click Allow then click Save Changes.
  6. Return to where you came from, refresh the page and you’re done!

Safari

  1. Click on Safari on the top left of your screen to see the dropdown menu.
  2. Click Preferences.
  3. Click on the Privacy tab, and uncheck both Prevent cross-site tracking and Block all cookies checkboxes.
  4. Return to where you came from, refresh the page and you’re done!

Brave

  1. Click on the Shield button on the right of your browser’s address bar.
  2. Click on the toggle next to the label Shields UP for this site to turn it off. It should then say Shields DOWN for this site.
  3. Brave will automatically refresh the page and you’re done!

KYC & Verification

How can I pass KYC?

Getting verified and increasing your limits is super simple, but legally necessary in order to use our service.

Proof of identity

In order to ensure that we know who is using our services, we need to verify that you have provided your real name and surname. We accept photos of the following documents:

 

Proof of ID
To give you access to our services, we need to know your real name and surname. You can send us the following type of government-issued identification documents photographed:

  • Passport
  • Government ID (photographed on both sides)
  • Driving licence (photographed on both sides)

Other forms of ID such as student cards aren’t valid.

Please be aware that our compliance team reserves the right to request further documentation should it be necessary.

Liveness test

In order to ensure that you are the rightful owner of the Identity document you provided, we will require you to send us a selfie of you holding up the document.

How long does it take to get verified?

Verification is super fast and is usually done in between 2 and 30 mins.

Payments & transactions

How long does it take to process my payment?

Payments are processed immediately.

My card has been charged, but I haven't received my crypto yet?

Upon making a purchase, your card issuer blocked the funds required to cover the transaction on your card. This is called a pre-authorisation hold and is done to ensure that the purchaser has sufficient balance to cover the transaction.

Additionally, blockchain transactions can be slow (e.g. Bitcoin transactions can take up to 30 mins) to process.

Can I cancel a transaction?

As our process is an instant one, and blockchain transactions are irreversible it is not possible to cancel purchases. If you would like to sell your cryptocurrency, please contact us and one of our traders will be in touch.

Can I edit a transaction?

As our process is an instant one, and blockchain transactions are irreversible it is not possible to edit a transaction once it has been made. Please double and triple check all information, particularly receiving addresses.