Official Newbie BitInstant Support Thread (Active Customer Support)

[myleftshoe]

Mt. Gox coupon error also.

OrderID: 00a4567e-81d2-4298-8f21-ad29f4c580c3

[1714229299]

1714229299

[1714229299]

1714229299

[1714229299]

1714229299

[fanfare]

This is super disappointing. It would have been nice for Bitinstant to have put up some kind of 'we're experiencing problems right now' alert on their site.. just sayin. Yet another GoxCoupon: {u'error': u'Must be logged in'} issue.

OrderID: 60d4bb64-761b-44d3-855b-297df8e7d4e0

[theson42]

Looks like everyone is having the same problem. Super frustrating! I'd like to point out what was posted on the bitinstant blog on March 15th:

"To remedy this, for any orders which failed or did not process due to bugs on our end, we will honor the BTC exchange rate at the time of your purchase (bad for us, good for you, since the price has increased significantly).

We are also waiving/returning any fees associated with those orders."

I'm hoping they honor this statement with this situation.

Anyway, for anyone who's watching out there, here is my transaction info:

OrderID: e612c35a-9104-41d5-81ad-0c72550d3b62
EventID: 39cac3a0-7a0d-46f1-94d7-e3b87b263f78
DestAccount: 170806
QuoteID: 1e329422-d415-4748-91aa-4a75e668206a
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1363652622.06
APIResponse: None
GoxCoupon: {u'error': u'Must be logged in'}
FundsSent: $192.02 USD


I hope this gets cleared up quickly.

[Herodes]

GoxCoupon: {u'error': u'Must be logged in'}

What does that mean ? That the user redeeming the cupon is not logged in, or the bitinstant bot not logged in ? I guess the latter ?

[moshi1ry]

Anybody receive those funds from the error message yet? It has already been 3 hours or so since the email closing in on 5 clock.

[Loser15]

Anybody receive those funds from the error message yet? It has already been 3 hours or so since the email closing in on 5 clock.

its been longer than 3 hours :/

[Briggs]

My issue was just resolved. Good luck to everyone else.

[Third Way]

Yankee, thank you for your previous service, but I have an issue again.

I just logged on to the website, and when I used the drop-down menu to select my country, Puerto Rico is no longer there. Can I still use the United States as an option or would there be an issue if I did?

I wouldn't want to have to fund an mtgox account to pay additional fees on top of yours(which I have no problem with) and zip-zap's.  Which means I end up losing quite a few extra dollars going through ever more middle men.

[Loser15]

this is insane...

[EarlGray]

I've had no luck... It's been about 6 days with my funds in BitInstant's hands. Rachel at BitInstant has been in contact a few times, but they seem like auto-generated emails. I have a big weekend coming up and have a good chunk of funds tied up with this.

Here is my order info one more time for ya BitInstant:

OrderID: 4968b5fd-8bc1-4d0f-be03-591aed5d5ff4
EventID: 92c88a70-9398-4864-acaa-2c77e1cbed81

[SlimShady]

5 days left after I use BitInstant for sending money from MtGox to BTC-e... No money, no info, no reply. I'm really pissed off.

Hey support, can you help me?

Order Id: cbc1bbaa-7619-4090-85f9-db68fe2b9d9d

[metacollin]

I've been using BitInstant regularly for 8 months now and they have never been anything but fast, fair, and genuinely honest and trustworthy.  I just used it again today (not knowing about all the issues people were having), and I actually never even received an email with an OrderID or Quote ID, but I stupidly didn't notice and did get an automated Zipzap/Moneygram deposit slip, and deposited the money.  BUT, I have no doubt that BitInstant will get everyone sorted and is doing so as fast as they can.  I would be pretty upset if I had hundreds of dollars held up for over a month like that one earlier poster, but if it makes anyone feel better, I think this is a case of some bad luck going down with their server side software (glitches, sql database problems, who knows) and that can make it take days or weeks to track down every single transaction.  

That said, I sure hope I get an order ID or something soon.  I did contact customer service, but I've been waiting, uh...6 hours, and it sounds like I may be waiting days.  That's unfortunate, but I trust BitInstant to resolve my and everyone else's stalled transactions as quickly as they can.  


To BitInstant Support if they see this: I have not even received an OrderID, but I have a Zipzap receipt and payment slip of my deposit, along with my email and the Mt.Gox account number I wanted it sent to.  Please get in touch with me when you are able to (please help people who have been waiting for days before more recent orders like mine).

[EarlGray]

I've been using BitInstant regularly for 8 months now and they have never been anything but fast, fair, and genuinely honest and trustworthy.  I just used it again today (not knowing about all the issues people were having), and I actually never even received an email with an OrderID or Quote ID, but I stupidly didn't notice and did get an automated Zipzap/Moneygram deposit slip, and deposited the money.  BUT, I have no doubt that BitInstant will get everyone sorted and is doing so as fast as they can.  I would be pretty upset if I had hundreds of dollars held up for over a month like that one earlier poster, but if it makes anyone feel better, I think this is a case of some bad luck going down with their server side software (glitches, sql database problems, who knows) and that can make it take days or weeks to track down every single transaction.  

That said, I sure hope I get an order ID or something soon.  I did contact customer service, but I've been waiting, uh...6 hours, and it sounds like I may be waiting days.  That's unfortunate, but I trust BitInstant to resolve my and everyone else's stalled transactions as quickly as they can.  


To BitInstant Support if they see this: I have not even received an OrderID, but I have a Zipzap receipt and payment slip of my deposit, along with my email and the Mt.Gox account number I wanted it sent to.  Please get in touch with me when you are able to (please help people who have been waiting for days before more recent orders like mine).

Well put. I hope these guys can cut through the muck and sort everything out for this community. I've really enjoyed using BitInstant up until my most recent transaction...

[coffeeee]

Bitinstant,

On 3/18, when the BTC/USD exchange rate was $47, I transferred $100 from Dwolla to Mt. Gox, which worked out to be about $98 after your fee was taken. Although the money was taken from my Dwolla account immediately, I have yet to receive a deposit in my Mt. Gox account. In the interim, I have watched the exchange rate climb by 25%. The quote ID for this event is "de7e22f0-0275-4f84-a054-7855d4d63419".

On 3/19, I saw the prices rising and, giving you guys the benefit of the doubt, I once again attempted to use your service to transfer an additional $100 from my Dwolla account to Bitstamp. Again, although the money was taken from me immediately, no funds have shown up in my Bitstamp account. The quote ID for this event was "12521b67-9a79-4661-9dfa-9b8f6d74d537"

I have emailed you, attempted to use the live chat, and posted in your support thread and have not received a single reply yet. I feel like I've been robbed and have just sat here watching the value of my USD plummet relative to BTC. I do not understand why all of my attempts to resolve the disappearance of $200 have been ignored. Any help and a reply would be highly appreciated.

[moshi1ry]

This is absurd i might be on the way to new york if bit instant does not start making some progress today they straight up lied to me saying the funds would be manually sent out. GUESS WHAT slowbit is being slow again and I still do not have my funds. Im not one to rant on bitinstant but this is crazy. Please get me my funds.

[kikotoby]

I MY BITCOINS ARE *STILL* MISSING for OrderID: dfa0163f-84ac-4f65-9f1b-ed36393be6e7. {'BTC': 18.527930000000001} - This order has not been completed - despite an email from bitinstant saying the order was completed on FEBRUARY 12!

this was a payment that should have gone directly to a bitcoin address.

I have emailed customer support multiple times on this issue. I have yet to receive an answer as to why the coins were never sent to me, just emails from ladesk saying my ‘funds will be deposited within the next business day.’  I have emailed customer support on:
February 13
February 18
February 19
February 21
February 23
February 25
February 26
March 2
March 6
March 7
March 11
March 12

This is incredibly frustrating. I have the receipt from where I used moneygram to transfer the cash to bitinstant. I have a ‘confirmation’ email from bitinstant. But the coins were NEVER sent to the address.

*SHORT SUMMARY*
On February 12, 13, and 15  I made 6 transactions total through bitinstant. 5 of them went through. for the 6th, I received email confirmation, but the coins were NOT transferred. There is NO record of this 6th order on the blockchain.

*MORE DETAILED SUMMARY*
I made the following orders on bitinstant:

OrderID: 2fac918a-0b2c-4fb4-8337-d38e05e43946
OrderID: 8162013c-f5c1-4612-a3de-a63ba4fc8281
OrderID: 2f5ad484-ea19-4c09-bd0a-065fdd760f9f
OrderID: 16e871ff-0552-45c7-b6e2-c4bb12e78510
OrderID: 5caa36be-2d7c-4145-a810-ceacf6018fb0 (“5caa”) (this order initially resulted in a link to an empty coinapult account, but the issue was resolved)

STILL MISSING:
OrderID: dfa0163f-84ac-4f65-9f1b-ed36393be6e7 (“dfa0”)

I *DID* get an email claiming that the funds for “dfa0” were transferred, but the tech support email referenced a transaction on the blockchain that was the result of the “5caa” bitinstant order.

the “5caa” bitinstant order initially had a problem with it as well, but that issue HAS been resolved. (support ticket [AEN-JUNJV-733] )


Here are the same 5 *CLEARED* transactions in greater detail, with links to the transactions on blockchain.info. You can verify that every one of these transactions is related to a bitinstant order - and NONE of these are linked to the missing bitcoins.

Hopefully, this information will be enough for you to send the missing 18.52793 BTC to 17Ra2DFtB8o7W8CByJ3k3xk1K5NbaaFSkf.

*THE CLEARED TRANSACTIONS (SORTED BY DATE ENTERED INTO THE BLOCKCHAIN*
*******************************
2013-02-15 07:06:16
OrderID: 5caa36be-2d7c-4145-a810-ceacf6018fb0
APIResponse: {'pin': '***CENSORED FOR SECURITY***', 'BTC': 18.571169999999999}
CoinapultURL: {"biid":"5caa36be-2d7c-4145-a810-ceacf6018fb0"}
FundsSent: $479.0899 USD
THIS TRANSACTION INITIALLY RESULTED IN AN EMAIL FROM BITINSTANT WITH A COINAPULT URL LINKING TO 0 BTC. I CREATED A SUPPORT TICKET [AEN-JUNJV-733] AND THE FUNDS WERE THEN RE-SENT THROUGH COINAPULT.
support@bitinstant.com sent you 18.33819 Bitcoins (worth about $471.55) using Coinapult.com.
http://blockchain.info/tx/1938e58e8e788292f9160945685fc2ec4fe8779da293d760fb2955a73a3a5414 18.33819 BTC

2013-02-13 02:30:34
OrderID: 16e871ff-0552-45c7-b6e2-c4bb12e78510
FundsSent: $355.237 USD
APIResponse: {'pin': '***CENSORED FOR SECURITY***', 'BTC': 13.71658}
CoinapultURL: {"biid":"16e871ff-0552-45c7-b6e2-c4bb12e78510"}
http://blockchain.info/tx/d8107bac6bd14d30ac009cc19d491b285775aaa8ad8e6c7f38fb457757dcf968 13.71658 BTC

2013-02-13 02:18:04
OrderID: 2f5ad484-ea19-4c09-bd0a-065fdd760f9f
FundsSent: $479.37793 USD
APIResponse: {'pin': '***CENSORED FOR SECURITY***', 'BTC': 18.596139999999998}
support@bitinstant.com sent you 18.59614 Bitcoins (worth about $470.85) using Coinapult.com.
http://blockchain.info/tx/98a45799b10227de49eb918c77247c01cd248ec42077684fb69d59b4e24d5eb2 18.59614 BTC

2013-02-13 00:58:12
OrderID: 8162013c-f5c1-4612-a3de-a63ba4fc8281
APIResponse: {'BTC': 18.58869}
FundsSent: $479.18591 USD
http://blockchain.info/tx/13fbab8ee560c6afc5e13939543c31b51bb7ea302419d989dc609b0135ad662d 18.58869 BTC

2013-02-12 16:30:12
OrderID: 2fac918a-0b2c-4fb4-8337-d38e05e43946
APIResponse: {'pin': '***CENSORED FOR SECURITY***', 'BTC': 19.232060000000001}
CoinapultURL: {"biid":"2fac918a-0b2c-4fb4-8337-d38e05e43946"}
FundsSent: $479.0899 USD
http://blockchain.info/tx/f66e922f7ab5b1fea44895e66c150045cb695cbadf5b77b73ac0b04c310c15ca 19.23206 BTC

 Dude check out  something called BITFLOOR> it was my savior during when all this started..NO ID just go to a BOFA deposit and wait 5 mnts..ITs more of a trading platform so no one to rip you off..I have never looked back..  or you could keep messing with this ..either way goodluck..

[crazylikeafox]

this is insane...

Yup.  BTW they shut off Cash to BTC again....after 2 days of being up in the last month lol.  Bitinstant, please shut down until you have money/BTC/reserves to deliver orders.  How are you not instantly executing orders at the market price the moment an order is completed?  There should literally be no possible way for you to get hurt by the price fluctuations, yet it appears that this is what is happening.  People will understand if you have to change your policy to say that if the price fluctuates between the time of the quote and the time they actually send the money, that their order will be adjusted for that price.  People don't understand when you just don't deliver anything and keep changing the exchanges you have.

[BitcoinBallin]

LOL...  all this after their website is fixed and upgraded and supposed to be stronger than ever.  I think I will stick with Bitfloor permanently which sucks because I can only use them during banker hours and I really used to like Bitinstant and the features that they offered but sometimes customer service and peace of mind is all that more important.  This is the last time i am checking this thread for a while.  I've seen this company basically be non operational for a month since I had a problem with Bitinstant and I have continually checked this forum to see if Bitinstant is operational but they still are not and I am tired of waiting so I am done using their service.  I am still baffled as to why they would keep their site up while they are having so many problems but I am done trying to figure out how this company works.  Peace

[Wafflehousetree]

182678ef-005d-450f-9f57-9d18ca0f2562
I think that I input that i was using mtgox when the account i provided was bitstamp (09725) i need the money sent to bitstamp!

[Wafflehousetree]

Just double checked. All the info i input was correct. The money was sent to a mtgox account instead of bitstamp. This is a very urgent issue and i am positive time is of the essence. My money was given to someone else.