Official Newbie BitInstant Support Thread (Active Customer Support)

[Yankee (BitInstant)]

thanks for working on this. any idea on when the funds will be available?

A few dozen orders are already processing!

ISSUE UPDATE:

Basically, cloudflare fucked up the config for one of our DNS names, the www record had no valid SSL cert and then it also stopped resolving at all when I disabled SSL and re-enabled it.

We have a Plan B fix were already implemented. The issue was this happend over Saturday night while everyone was sleeping.

Thanks to everyone who called my cell phone and woke me up 

Charlie

[1715182187]

1715182187

[elsipe]

Thanks, Charlie.  You are restoring my faith.  Look forward to seeing my BTC soon.  Thx again!

[worried]

Started a thread and was directed here..

So I placed a moneygram order at CVS 24 hours ago and have yet to receive an email or bitcoins.  I don't have the quote ID or event ID, don't know where to obtain those.  The moneygram receipt came with a Survey ID however.  Thanks for the help

[Yankee (BitInstant)]

So I placed a moneygram yesterday for nearly $300 at CVS to receive bitcoins from bitinstant.  I have done this before and received the coins within the hour.  So far I have no coins, and no emails regarding the transaction.  I'm starting to worry I'm out $300..

Any advice on what action to take?

Hey,

I'm sorry about the delay, myself and our developers have been working thru Saturday night getting this resolved.

It seems the ZipZap and Moneygram system has been down and not alerting us of paid transfers.

Cloudfare which we use for DoS protection changed their configuration which led to SSL certificates being changed.

Were not the only ones effected here: https://twitter.com/jon_hyman/status/150340481971265536

Everything is fine, and were fixing it now and processing the orders by hand.

Thanks for your patience. The issue is resolved, and orders are processing now!

Thanks,

Charlie

[Yankee (BitInstant)]

Started a thread and was directed here..

So I placed a moneygram order at CVS 24 hours ago and have yet to receive an email or bitcoins.  I don't have the quote ID or event ID, don't know where to obtain those.  The moneygram receipt came with a Survey ID however.  Thanks for the help

Hey, see above and my response to you in the other thread.

Thanks!

[worried]

I really appreciate the quick response, thanks a million!

[Yankee (BitInstant)]

UPDATE:

Looks like all orders paid in the past 20 hours were effected.

They are processing now about 1 order per minute, so it shouldn't be much longer for everyones to be processed

Thanks

Charlie

[Alurwen]

Hi there, I've been trying to figure out why for the past week i keep getting the error message, "We are sorry but we are unable to accept this transaction without your full name and date of birth. " I saw somewhere that there was a bug with upper case letters so i tried entering with just lower case and that didn't work either. Please help because i'm about to start using OKpay tomorrow if this is still not working for me, i used to use BitInstant quite regularly. I sent an email to the support address on the 28th but haven't had a reply yet.

****Issue resolved! Needed to enter the email address with lower case only, first and last name can use caps as usual.

[Yankee (BitInstant)]

Hi there, I've been trying to figure out why for the past week i keep getting the error message, "We are sorry but we are unable to accept this transaction without your full name and date of birth. " I saw somewhere that there was a bug with upper case letters so i tried entering with just lower case and that didn't work either. Please help because i'm about to start using OKpay tomorrow if this is still not working for me, i used to use BitInstant quite regularly. I sent an email to the support address on the 28th but haven't had a reply yet.

Hey, please PM me the exact details you are putting into the fields. We will resolve it

Thanks

[elsipe]

UPDATE:

Looks like all orders paid in the past 20 hours were effected.

They are processing now about 1 order per minute, so it shouldn't be much longer for everyones to be processed

Thanks

Charlie

Can anyone confirm that transactions have been resolved yet?  I appreciate Charlie's support and reassuring posts, but still nothing has happening for my transaction.  In this case, BitInstant has been far from "Instant".

[tavallyjustice]

Yeah, exactly, I'm still not seeing my money...

[SnuggleBear]

Yeah, exactly, I'm still not seeing my money...

This morning Charlie said:

Hey,

Yup, out of 650 orders from the past 20 hours since it started about 150 have processed.

Processing about 1 order every 45 seconds, so just give it some time.

Ill be online for the next few hours making sure they all go thru

Charlie

So, I guess give it a little bit more time. 

[elsipe]

Yeah, exactly, I'm still not seeing my money...

This morning Charlie said:

Hey,

Yup, out of 650 orders from the past 20 hours since it started about 150 have processed.

Processing about 1 order every 45 seconds, so just give it some time.

Ill be online for the next few hours making sure they all go thru

Charlie

So, I guess give it a little bit more time.  

OK, but . . .

(1) this is the internet age, not the stone age.....45 seconds for each transaction?

(2) I thought it was BitInstant??  I've been waiting almost 24 hours now.

(3) Maybe this is accepted in the BTC world, but in the "real world", this is a complete failure of the business model and customer service.  BitInstant has only one purpose in life.....and they have failed miserably over the last 1-2 days.

(4) Charlie has been polite, but hasn't offered any compensation to anyone yet.....nor have I heard of anyone who actually has been satisfied by the recovery actions.  People are still waiting.

(5) He said he would be online to see everything through......(a) he doesn't show as online on the forum, (b) he hasn't replied to my email for over an hour ago.

Very frustrating.  This is real money here, not some sort of internet "just for fun" game.

[tacobell]

Hey i am having the same problem as everyone else.

my transaction last night at walmart for 503.95 never went through to my blockchain.info wallet.

this is my acct number it was payment was sent 906794102

[tavallyjustice]

Ok, so if 500 orders remained the rate was one every 45 seconds, that's 80 orders per hour, it should all be done after 6 hours, 15 minutes....

this is all ridiculous and unacceptable from a company whose website declares "time is money," and mentions a refund of fees if the 60 minute time limit is broken.

I'm already getting pretty unhappy about this, so unless I see the funds very soon and the BitInstant fee has been refunded, I'm not sure I'll be using this service or recommending it to others again

[deivoxcarnal]

still waiting as well.  
I've only been using Bitinstant for a few months but it's always been kind of touch-and-go.
I keep telling myself I'll find another service, but then they fix the issue and they remain the most convenient option for me, but issues like this definitely shake my confidence in where I'm putting my money.
I would try something else today, but I put all of my funds in the hands of Bitinstant, so it's not exactly an option this time around.

[worried]

also waiting.. have to go to work now, would be great if someone who's been waiting could update if they have any success.

[theBTMANIAC]

I know some administrators from the company are regulars here, so I wanted to see if my problem could be resolved. The email support didn't really work the last time I tried to resolve a different problem (using lowercase letters for information input), so I'm holding out for a quicker reply here.

I hope this doesn't bother anyone.

I made a Moneygram transfer yesterday worth $100.95. Zip Zap emailed me to tell me that the transaction was processed, but Bit Instant never sent me a confirmation email. It's been over 24 hours.

- Gene

[theBTMANIAC]

Oops, just saw the official thread and explanation for weekend mishaps. Hope all is well! I love this company so I'm waiting patiently. =)

[elsipe]

Still nothing here.  Completely ridiculous.

BitInstant is clearly not ready for prime-time.  If I was Charlie (someone who is listed as "Co-Founder and CEO"), I'd be awake 24/7 and working hard to resolve these issues & keep customers happy.  Business 101.  Not feeling like he has much entrepreneurial spirit right now.

I feel like a fool for giving $400 cash via MoneyGram to such a joker.....but I had lots of good references.....