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Author Topic: Official Newbie BitInstant Support Thread (Active Customer Support)  (Read 495720 times)
bytemysma
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March 19, 2013, 03:30:19 AM
 #1641

Same "GoxCoupon: {u'error': u'Must be logged in'}" issue for me, order ID: e7b6cf24-524e-4fe2-b5ac-1307b6d2a178 .
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March 19, 2013, 04:51:29 AM
 #1642

I get "Order completed" on OrderID:f2f9090c-2919-4691-8826-49105c0c2cf8, but still nothing in my PayPal account.
In the confirmation email there is an error message: APIResponse: {u'errorCode': u'OK', u'withdrawalErrorCode': u'MANUAL_INTERVENTION_REQUIRED', u'paymentID': xxxxxx}  (the xxxxxx its a number)
Thanks in advance for solving this issue, I've used Bitinstant many times before and it's the first time this happen to me...

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robertharris3
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March 19, 2013, 07:51:14 AM
 #1643

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
coffeeee
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March 19, 2013, 03:19:28 PM
Last edit: March 20, 2013, 01:01:28 AM by coffeeee
 #1644

Hello, I deposited money into my Mt. Gox account yesterday and despite being told that the funds would be available within one hour, my money is nowhere to be found. I am a bit distressed at the disappearance of my money. I've been watching the price of bitcoin climb during the last day and am concerned about the money that I am losing due to the rising price.

e43e8ff4-13e0-4a21-8f08-5c81955e4f0f


Edit: I transferred an additional $100 to bitstamp that is also missing. I can not afford to have $200 taken from me. ):

Dwolla Reference #s:

de7e22f0-0275-4f84-a054-7855d4d63419
12521b67-9a79-4661-9dfa-9b8f6d74d537
usb8000
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March 19, 2013, 03:25:48 PM
 #1645

Hi Yankee: My Dwolla transaction 8a8927c7-17b4-4d50-a5cb-96f30f195acc did not go through. Could you look at it?
moshi1ry
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March 19, 2013, 04:59:54 PM
 #1646

Need support help as well i messaged you yankee but im going to go ahead and post here to since bitinstant does not seem to get back no matter what i do maybe i will have some luck here. QuoteID: af0e72c6-aa11-4a50-966b-e7a08ea13997

This is the error i got. {u'error': u'Must be logged in'}
Draco
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March 19, 2013, 05:28:59 PM
 #1647

Problem with MtGox coupon here also:

OrderID: 903e5d0a-4ce0-42c5-bd35-c4c8b6b97bec
QuoteID: b719d1a3-e388-4872-8d68-c5ac22d4f12c
GoxCoupon: {u'error': u'Must be logged in'}
moshi1ry
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March 19, 2013, 06:41:26 PM
 #1648

Just got an email they are manually processing everyones order for the error message u must be logged in or whatever.
myleftshoe
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March 19, 2013, 07:38:53 PM
 #1649

Mt. Gox coupon error also.

OrderID: 00a4567e-81d2-4298-8f21-ad29f4c580c3
fanfare
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March 19, 2013, 07:46:08 PM
 #1650

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
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March 19, 2013, 07:59:17 PM
 #1651

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
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March 19, 2013, 08:16:23 PM
 #1652

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
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March 19, 2013, 08:42:55 PM
 #1653

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
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March 19, 2013, 08:48:25 PM
 #1654

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
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March 19, 2013, 10:44:08 PM
 #1655

My issue was just resolved. Good luck to everyone else.
Third Way
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March 19, 2013, 11:11:43 PM
 #1656

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.

blease resbond -> 1BYJKxpntNn6TZbM5M5CWkEb8vr8vDcBrr
Loser15
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March 20, 2013, 01:04:35 AM
 #1657

this is insane...
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March 20, 2013, 01:23:16 AM
 #1658

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
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March 20, 2013, 02:12:45 AM
 #1659

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. Sad

Hey support, can you help me?

Order Id: cbc1bbaa-7619-4090-85f9-db68fe2b9d9d
metacollin
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March 20, 2013, 02:30:26 AM
 #1660

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).
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