Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

I tried to transfer from my Dwolla to MTGox through BitInstant and haven't received a response from customer service in a day and a half. It failed with "MTGox Connection Error".

Please send me a message with your order # and any other order details, including the issue you are experiencing.  I will then be able to open you a formal customer support ticket and help resolve your issue.  Thanks Tyler! 

[bluegreencoin]

I had sent a transfer from Dwolla to Mt Gox through bitinstant yesterday, but the status page states "MTGox connection error".  My MtGox account still has not been credited. 

My order id: 802cd7a5-be5c-4571-9b62-9c03cbaf7e19

I've sent an email to support@bitinstant.com about this, but have yet to hear any word.  Please help!

[number3pencil]

Hi,  I just used bitinstant/zipzap to deposit some coin into my wallet (which I have done numerous times without problem).  The transaction went through and I got a confirmation email, but the coins have not shown up in my wallet yet.  I have no idea what to do.  My order number is 862997384.  Thank you.

[newminer7950]

to URSAY:
28.03.13 I put the request for an exchange of money from the btc-e.com to the mtgox. After I entered the btc-e code $ 100, on page order execution has written that the BTC-E coupon deposited at BitInstant account. but then some errors.
But money to mtgox account not arrived. I contacted customer support, so I want to return the money to my account on the btc-e.com. After several days of waiting, I received the following response:
"This coupon appears to be invalid."
Here where the error is because the btc-e code has been deposited to your account (event id df634af5-359e-4488-98fa-54268b427e92), and your site and btc-e.com wrote that the code has already been used. On the page with the order status shows that the code has been deposited. But further says that the order starts to run again. Naturally, the second load the code fails.
Choose, please, the issue is not strength and nerves have to wait.
I sent you a personal message with a link to the page with the order status, and my account on btc-e.com

[URSAY]

bluegreencoin I have submitted a ticket for you and I will follow up once I have a resolution.  

[URSAY]

Hi,  I just used bitinstant/zipzap to deposit some coin into my wallet (which I have done numerous times without problem).  The transaction went through and I got a confirmation email, but the coins have not shown up in my wallet yet.  I have no idea what to do.  My order number is 862997384.  Thank you.

Do you have a BitInstant order ID #?  Thanks! 

[URSAY]

newminer7950,

Thanks for all of the details regarding your transaction.  Do you have an order ID #?  Thanks! 

[newminer7950]

My order id is: 8c4344ad-f9df-4d90-a648-40d4dccf90a8
btc-e account id is in private message

[number3pencil]

I don't have my order ID, and I can't believe that Zipzap does not put it on anything they give you.  I just received an email from Rachel saying that  "We have temporarily low reserves on our btc/gox purchasing exchange that has caused orders to get ‘stuck’ in our system.  Your order will process in the next couple of hours as soon as we have the appropriate balance"

Hope this is the case.

[seff]

Resolved

[URSAY]

newminer7950, I have submitted a support ticket for you and I will get back to you when I have any updates.  Thanks!

seff, as soon as I get any info on your situation I will let you know! 

Thanks for your patience guys!

-BitInstant Support

[chemdog]

I have received a response from someone named Rachel

"Hello Alex Kim,

It looks like you selected Mt.Gox as your destination type when you should have selected 'Bitcoin address.' Mt.Gox is an exchange that requires a customer account in order to receive funds from BitInstant. Since, Mt.Gox didn't recognize your bitcoin wallet address as valid, they issued you a coupon that you can redeem directly on the Mt.Gox site and route to your btc wallet address after creating an account with the Mt.Gox exchange. Your Mt.Gox coupon is: MTGOX-USD-YA2GN-WRJGA-EUAAX-0AA6F To Redeem your MTGox Coupon, Log on to https://mtgox.com/. Under 'Funding Options' click 'Add Funds'. In the drop down menu, choose 'Redeem MtGox Code' and paste that code in the field.

---
Sincerely,
Rachel"


I had no idea that APIResponse was a coupon..... I think someone used it because it says "
This code cannot be redeemed (non existing or already used)"
.... can I get another one or can you withdraw it from the person that stole mine?

This isn't fair because in the email I received it said "

We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order"

Please let me know, I cannot afford to lose 80 dollars.... that was like legit 99% of the money I had...

plus with the bitcoin price rising so quickly I would really like a solution...

[dimasmjunior]

Hello URSAY,

    Can you please take a look at my transaction: 0db549dd-5eb0-4a3a-b1f2-6406c2019956

    ZipZap said it was processed successfully, but my mtgox account have not yet been credited.

Thanks in advance.

[OpenYourEyes210]

Hey URSAY I sent you a PM. Please look into it

[URSAY]

pafu,

Look at 13 posts up and you'll see that I've already received your message and responded! 

[giga4less]

Thank you URSAY, my order issue was solved.
Up till now I have had 4 order issues with bitinstant, and now all solved.
Two orders took 1-2 days to solve, and two took 1 week.
Although it took longer for recent order issues, I have to say that bitinstant has a good support team.
You guys must be overwhelmed these days for solving order issues.
It was a upsetting experience to see my money hanging over there, especially during this crazy coin rally, but I'm still happy to see my money finally came back. Thank you bitinstant support team for taking care of your customers.

pafu, alaskan84, and giga4less...

Thanks for sending me details of your transactions.  I will get back to you once the rest of our support team has a chance to look at your transactions.  Thanks again for your patience!

-BitInstant Support 

[URSAY]

Hello URSAY,

    Can you please take a look at my transaction: 0db549dd-5eb0-4a3a-b1f2-6406c2019956

    ZipZap said it was processed successfully, but my mtgox account have not yet been credited.

Thanks in advance.

Is that an order ID # you've provided?  Please be specific as possible with your transaction identification and issue.  Feel free to post here or send me a private message.  Thanks!

-Bitcointalk Support

[stcupp]

stcupp,

Please send me a private message with your order # and transaction details so I can make sure that you have a ticket open with support.  This will assure that you get a response from me once we have made progress with your issue.

Thanks!
-BitInstant Support

I PMed you!

[dimasmjunior]

That is a Quote ID.

Hello URSAY,

    Can you please take a look at my transaction: 0db549dd-5eb0-4a3a-b1f2-6406c2019956

    ZipZap said it was processed successfully, but my mtgox account have not yet been credited.

Thanks in advance.

Is that an order ID # you've provided?  Please be specific as possible with your transaction identification and issue.  Feel free to post here or send me a private message.  Thanks!

-Bitcointalk Support

[URSAY]

stcupp,

Please send me a private message with your order # and transaction details so I can make sure that you have a ticket open with support.  This will assure that you get a response from me once we have made progress with your issue.

Thanks!
-BitInstant Support

I PMed you!

Got your PM and escalated your ticket!  Thanks for all the info!