Official Newbie BitInstant Support Thread (Active Customer Support)

[SlimShady]

https://www.ic3.gov

Thanks. I will wait for 1 more day and then I think I should fill this complaint. Looks like this is only thing I can do now. May be few questions from government agency will make them quicker.

[hutcho]

Why isn't Bitinstant putting a warning on their website about these excessively long delays? If you can't handle it , shut it down and take care of the backlog. Do you have to make sure you're getting every penny?
I never would've put in the transfer if i had known. We're paying that 4% fee for instant service and now we're waiting days hoping that all the money hasn't been lost.
In the midst of this frenzy several services have been having troubles. You get the feeling you're being locked out?
Sounds like the stock market game, leaving choice opportunity exclusively for the insiders.
Are these problems global, or mainly in the U.S.? Are Bitcoins easier to obtain for Europeans?

What i am really asking is:

Who is buying all the Bitcoins?

[crazylikeafox]

Why isn't Bitinstant putting a warning on their website about these excessively long delays? If you can't handle it , shut it down and take care of the backlog. Do you have to make sure you're getting every penny?

No one outside of Bitinstant knows for sure, but in my opinion the only plausible explanation is this:

If they warned people about delays or shut down the site, that would stop new money from coming in.  That would be really bad, because they are almost certainly using money from new orders to finance the settlement of some of the old orders (which they didn't have the money for).  If they simply shut down, it would bring the whole thing to a crashing halt.  It is impossible to know why or exactly when Bitinstant crossed into Ponzi scheme territory, because it was indeed a legitimate service until at least January.  But IMO that's essentially what we are dealing with at this point.

[rm187]

Same as you guys.

noon-ish I went to walmart and send money. Got my ZipZap email payment confirmation. Nothing from bitinstant, no email or mtgox funds. E-mailed, waited.

12 hours later still no reponse from anyone. I tried their phone # around 3/4 EST and rang for 2mins so hung up.


I'v used bit-instant probably 10+ times over the years. Every-time has been perfect except this. Probably is just the influx of ppl using, but cmon its been 12 hours and $500 of my moeny is off into the vapor aswell as losing the chance to buy more coins on the days lows..

[rcv]

Who is buying all the Bitcoins?

I understand the volume of bitcoins being traded / exchanged (dollars, Euros, gold, etc.) is much higher than the volume of bitcoins being used in ordinary commerce.

So, the likely answer is that they are being purchased and hoarded.  [I'm not passing judgment.  If you are from Cyprus or Greece or Spain (or anywhere else in the world), I understand a certain motivation to hold a fraction of your assets in an alternate currency.]

[mistermayi]

I made a payment yesterday afternoon via moneygram to my mtgox account, and it has not gone through yet. Please help!

Edit: seems many people are having this problem. At least I'm not alone...

[itcamefrommars]

Well I still can't start or reply to a thread in the normal forum lists... still a "noob".
Been lightly playing with btc since 1.5 years ago... but idle till now like alot of people.

I tried bitinstant for the first time yesterday... and I understand that it is busy and you've had issues and I totally appreciate that.
However,... it's going on 24 hours since my order and I have observed and attempted the following:

Made the order with you w mtgox as my destination for funds.
Paid within an hour at CVS through moneygram... got the verification through zipzap immediately that you have the money and that they contacted you to let you know... blah blah all was normal.

Then I checked my order status on bitinstant.com.
"your order status" says "loading..."
and the order event section says 3 things.. one being "Serious Error Occured"

Sooooooo... I researched the best way to contact you and to see if you are still having issues after the last weeks... no notice I could find.
I tried the "live chat" first... I suppose you are overwhelmed.  Thats cool.. but it just sent an email, no chat - was actually an email form ... that's cool.
but then I got a response from "debug@bitinstant.com via amazonses.com" okok all good, whatever.  but the email was just a copy of what I sent you... NOTHING ELSE.  Ok... all good... whatever.  I am patient.

I didn't know if this means you even got my message so I emailed billing@ AND support@bitinstant.com.
Normally I wouldn't be persistent but ya it's all still a little nervewracking in BTC world sometimes.  But I was polite and am still not trying to be bitchy. 

I went ahead and called the phone num later... I knew what to expect... google voicemail.  Seriously.. it's cool - I understand.  You're a startup and such.

spent a couple of hours then trying to find news about bitinstant... see what's up. 
I only see the normal few people complaining.  I figure you have alot of traffic and I'd see droves of complaints if there was a big issue.
Sent you a PM on here... hey at least it got me to finally join the community!

Problem is - is that I'm wasting so many hours checking for status on mtgox... you order status page... my email... and PM's here... every hour or so.   I get NO response?!?!?!  NOTHING ?!?!?! 
It'll be 24 hours with nothing but my money gone.  it wasn't thousands... but more than 2 digits.

So now I'm posting here.. I just don't know where to go.  Doesn't even look like people post here anymore in this section but I'm limited by my new account... and I don't want to flood the nonnoob section with only a few posts under my belt.

Is it my transaction only?  then please at least acknowledge me... I have now tried every possible method to contact you.
Is it your whole system or the high trade volume?  Can you please acknowledge the entire community that is relying on you?  Post something on your site or on this site?  If I missed it - it's either A - Im retarded (very possible ) and can't find that post or B - you aren't communicating well with me or the entire community and should ... and if you are please make it obvious - it's much MUCH better to admit QUICKLY there are problems instead of hiding and poppin in after the face and saying "I'm sorry"... just keep me informed as a customer somehow in an easy and obvious way.

If I am mistaken about anything I'm sorry... but if I can have confidence in your service ... well I offered my trust.  Can I at least have my funds?  And hopefully you try to earn trust back?  I want to buy and trade alot... was hoping bitinstant would work for me.  I almost did send 4 digits of USD... glad I sent only 3 for now.

Best of luck and I hope you understand my tone is frustrated... not angry or being a total dick. 

Cheers! 

PS.. PM'd you yesterday with every single piece of info I had from you, zipzap, and moneygram... can we fix this "Serious Error" as your site calls it in the event log of my order?  Still patiently waiting.  And notice... I'm not calling you a scam or claiming "theft"... blah blah... I'm pretty sure you aren't dumb enough to piss off THIS community that way.  But wow... you are a huge influence on the success of bitcoin. 
PPS.. I just want to invest and be part of it all... not for SR or anything else. 
PPPS... I hope the value I get reflects fairness and considers the time your customers sometimes has to put in to use your system.  It's just not easy or instant right now for me.  EATING my time up.  I can't just check once everyday... I want to work with the market. 

[dankster]

Bitinstant.com's slogan is "Time is Money"...

so far, they have wasted both of mine.

[cigsmoke411]

Ive used bitinstant quite a bit , and this is the first time Ive had a problem.
My money was never deposited in my mtgox account

Quote ID   5cfd4f18-9300-4261-aee7-7e9c63bc88b2

[SlimShady]

I get my money back. It takes 1 week.

[Yankee (BitInstant)]

Guys,

When you come here to post an issue.

Please make sure you post your Order information in the thread. Its hard for us to help you when your just flaming on us.

Important things to understand:

When you do a MtGox transfer, its a USD transfer. If we are late, we will pay for the delay, however not the BTC price.

When you do a BTC transfer, we honor the BTC price when its delayed.

All your orders are getting filled, we had an issue yesterday when the MtGox API broke and 4 hours worth of orders failed.

We never scammed anyone, and we dont plan on starting now

Thanks for your patience

Charlie

[dankster]

what exactly should people who had the SERIOUS ERROR message do?

are you saying those people should wait and their order will be filled or are you saying we should post our info (again) here.  can you please be much more specific with instructions on how to get this sorted?

[rm187]

Guys,

When you come here to post an issue.

Please make sure you post your Order information in the thread. Its hard for us to help you when your just flaming on us.

Important things to understand:

When you do a MtGox transfer, its a USD transfer. If we are late, we will pay for the delay, however not the BTC price.

When you do a BTC transfer, we honor the BTC price when its delayed.

All your orders are getting filled, we had an issue yesterday when the MtGox API broke and 4 hours worth of orders failed.

We never scammed anyone, and we dont plan on starting now

Thanks for your patience

Charlie

What do we do if we do not have our order/event #s? After the first few times of perfect transactions I stopped saving them. Now I paid for an order yesterday and its still not proceeded on your end. I have send emails... what do I do...its been 24+ hours.

[magicmike20]

Thank you Yankee for providing us with an explanation and explaining to some of the newbies that flaming only slows the entire process down. People should recognize that the BTC system is young and that technology is not always completely reliable.

I would assume that if you have already posted your order info or e-mailed it to them, the support team already has it and resubmitting your info may push you to the back of the line. Keep in mind that the support team is working double-time in order to make up for any orders that didn't go through while the Mt Gox API was down for four hours. They are likely working now to fill the orders in the order that they were received. Perhaps if people would simply post their order information instead of explaining business ethics to a company that has always proved reliable in the past, the support team could sooner fill all of the delayed orders.

Thanks Yankee and please keep us posted!

[AR15auto]

I'm having some trouble being able to load my wallet, I have never tried to load my Wallet yet but I did try to find out how to load and got nowhere.  I'm a member on Bitcoins and Bitcoin wallet, can anyone help me get my cash into Bitcoins in my wallet.  I appreciate any help as I'm wanting to place an order.

I believe I'm in the right thread, If not I apologize.

[SlimShady]

When you do a MtGox transfer, its a USD transfer. If we are late, we will pay for the delay, however not the BTC price.

I transfer from MtGox to BTC-e. It takes 1 week (I got my money few minutes ago, order cbc1bbaa-7619-4090-85f9-db68fe2b9d9d). You was said you are pay for delay. But I get exact sum of the order. So will I get ant pays for the delay?

BTW, I know you are US company but for example, in my country we having the law that force a company pay 3% per day for delay. How about "pay for the delay"?

[dankster]

Keep in mind that the support team is working double-time in order to make up for any orders that didn't go through while the Mt Gox API was down for four hours. They are likely working now to fill the orders in the order that they were received.

How is anyone supposed to know that they are working let alone working double-time when they haven't responded to emails, forum posts (done in the format they asked for), phone calls, live chat, irc,  smoke signals or any other method what seems like a slew of people have been using to contact them to see what happened to their precious money.  How was anyone supposed to know the Mt Gox API was down?  A quick google search shows no reporting of the api being down or any problems. All we see a message that says Serious Error and are looking and receiving no help. Perhaps if they were more transparent and upfront with any issues with their service, people would be more forgiving of the "a young BTC system that technology is not always completely reliable".  

[Third Way]

If the issue is a Gox API failure why are BitInstanttransfer to BTC adresses taking longer? Still, thanks for showing up here.

[mistermayi]

Guys,

When you come here to post an issue.

Please make sure you post your Order information in the thread. Its hard for us to help you when your just flaming on us.

Important things to understand:

When you do a MtGox transfer, its a USD transfer. If we are late, we will pay for the delay, however not the BTC price.

When you do a BTC transfer, we honor the BTC price when its delayed.

All your orders are getting filled, we had an issue yesterday when the MtGox API broke and 4 hours worth of orders failed.

We never scammed anyone, and we dont plan on starting now

Thanks for your patience

Charlie

I never received a quote ID or confirmation #. I do have the info on the payment slip, if that would work.

Thank you.

[worst]

I too never received my funds. The confirmation email spat this out:

OrderID: 87bab701-19d4-4c4f-8534-f0b29b5387cc
EventID: a41c94af-812e-4c7d-b76a-f1eb70d588cd
DestAccount: TheWorst
QuoteID: 1c8df049-2ee5-456d-bcb4-82e98b904179
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1363902339.16
APIResponse: {'Mtgox 200 error': "{u'error': u'Must be logged in'}"}
FundsSent: $336.035 USD

Please get this fixed. I would also like the BitInstant charges back as well for this order, as the service I was paying for was not provided as advertised. I'll definitely think twice about using this service again. 24/7 support my ass.