Official Newbie BitInstant Support Thread (Active Customer Support)

[ocbitcoin]

Ursay has been in PM contact with me, but I'm not getting any specific answer as to what the next step is. I will be patient.

My story is that several of my friends (per my advice) made ZipZap Moneygram deposits on Apr 2. They each paid $500. The money was taken and acknowledged, but still no BTC in their wallets.

In any case, as long as we know they are working on it, then we'll be patient, but we want some reassurance we will get the proper exchange rate at the time our money was taken and that we won't be ripped off with getting things calculated according to today's rate or something like that.  -_-

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[Luckybit]

If quote ID were this critical I wish we would have been told that up front. "Save this quote ID just in case your money is lost in transmission".

[iiqher]

It seems like I am in the same situation as others here..
Purchased $60 of bitcoins, got the confirmation email from ZipZap but nothing from Bitinstant. Obviously blockchain says no coins have been transferred..

Checking the quote ID on bitinstant gives this as the latest status: 'MTGox Order Loading'

Please help, lol.
Quote ID: 87dbe6e2-6a47-4dbd-a913-c26c49aa3ebd
Acct #: 724357306

Can you take a screen shot or something to show us where and how you find this quote ID?

I kept the tab open on my browser after I first put in my order on bitinstant. That's the only way to retrieve it I think.

[Luckybit]

It seems like I am in the same situation as others here..
Purchased $60 of bitcoins, got the confirmation email from ZipZap but nothing from Bitinstant. Obviously blockchain says no coins have been transferred..

Checking the quote ID on bitinstant gives this as the latest status: 'MTGox Order Loading'

Please help, lol.
Quote ID: 87dbe6e2-6a47-4dbd-a913-c26c49aa3ebd
Acct #: 724357306

Can you take a screen shot or something to show us where and how you find this quote ID?

I kept the tab open on my browser after I first put in my order on bitinstant. That's the only way to retrieve it I think.

They should have emailed that information to us and/or sent it via sms. Who could be expected to leave their tab open or to even know what Quote ID or Order ID is until it's too late?

[URSAY]

CBRF4l / Rocker122 / wicker33 / twigger13

I have tried manually pushing your orders thru.  Give it a bit and let me know if you see any results! 

Looks to have been about 2 hours and I just checked my mtgox account and nothing so far. I'll look again in a few hours to see if it has come through.

Hey, Ursay, any word on us fools that used the wrong mtgox number? Still nothing has appeared in my account. Thanks for all your hardwork!

Nothing yet.  You will be pushed thru eventually. 

Cool, thanks! Is it more of a several day process or more of a 12-24 hours?

Depends on your order specifics.  Everyone's issue will be resolved. 

[jherbjr]

hi, I just used money gram to transfer money to my Mt. Gox acct. using bitinstant (of course).  I made the transfew a couple hours ago and got the email from zip zap saying it was sucessful but did not get an email from bitinstant with my order ID.  Also, my money hasn't posted to my account... Is it just slower processing on the weekends? I did the same last weekend and it went through pretty quick.   I'd appreciate any comment.

[URSAY]

I purchased $200 worth of bitcoins at 10:30 this morning and received a ZipZap confirmation at 10:45. The problem is that it is now 6:37pm and I still have not received a confirmation from Bitinstant or bitcoins (I checked blockchain).
I have emailed support and did not receive a response. What should I do?
My ZipZap account number is 842767311

Order or quote ID #?

I never received an email from Bitinstant, so I don't have an order or a quote ID.
I find this to be very odd, and very concerning.

Your order # and / or quote ID number are shown when you confirm your request on BitInstant. 

You are not getting ripped off.  I've added you to our support issues and you will receive more info soon.  Thanks!  

How do I get my quote ID now? Wouldn't it make sense to email me the quote ID after I had made the purchase slip?
This isn't very helpful, and I'm getting the sinking feeling that I've been ripped off.

[URSAY]

@URSAY
Can you please look into the Order ID i sent you? I have not received my $ to my PP and it says  order completed

Please be patient while I get to my PMs. 

[URSAY]

hi, I just used money gram to transfer money to my Mt. Gox acct. using bitinstant (of course).  I made the transfew a couple hours ago and got the email from zip zap saying it was sucessful but did not get an email from bitinstant with my order ID.  Also, my money hasn't posted to my account... Is it just slower processing on the weekends? I did the same last weekend and it went through pretty quick.   I'd appreciate any comment.

Do you have any information I can use to identify your order? 

[URSAY]

I am seeing everyone's issues and you are all being added to today's support escalations.  I will post that final list for 4/7 later tonight.  

[jherbjr]

Thank you for quick customer service. 

This is the # from zip zap
Account Number: 556074516

[trevorj]

So, what is the problem?
I'm in IT, so don't be afraid to spit out tech jargon, I think we all deserve a real reason for all of this.

Why have I still not gotten any replies in three days (one per day) for my support request?
Why has a public announcement not been made?
Why are you still accepting new orders if your system is currently broken?

I posted my order id on the last page.
This is just getting old at this point.

I've already added you to my support list for today, 4/7.

We have discussed the issues publicly here on the forums and on many other forums.  GOX has a huge back log.  Vicurex is DOWN.  Many others just disappear.  Volume is the issue and everyone is trying to scale up and meet the need.  Every order is completely different and we are only seeing a small percentage of orders with failure.  Regardless, we are trying to go through the support back log as fast as possible and we are always thinking about how we can improve our service.  

Ok, the fact that you're on it makes me feel better. Thank you and thanks for the explanation!

That said, you guys gotta work on your responses via the advertised support channels!
If you advertise your service as instant, then the support should be quick (within reason) as well.
A reply within 24 hours would be fine by me, and I think most people!
I had to learn this the real hard way for my business as well. I know it sucks, but days without a reply gives off a bad vibe

If I would of known this would be better paid attention to I would of just come here for support instead of using what the website says to use (livesupport applet on page or email).

[ScrapOfCat]

Hi, I also am having a problem with receiving the coins from a cash transaction through moneygram.

I went back in my browser history to the quote page, and if that worked correctly this is the information:

Quote ID is: b8c74966-1815-4fdb-acd0-235b21c8e0dc

Event ID is: 8f44a25b-d328-4fcd-975f-502e98b9da1e

I don't know if it's safe to post the moneygram reference #, so i won't unless you ask.

I've done several seamless transactions in this exact same way to this exact same address, and it's usually been pretty quick.  so far it's been 9 hours and i haven't received either bitcoins or any emails from BitInstant.

[URSAY]

So, what is the problem?
I'm in IT, so don't be afraid to spit out tech jargon, I think we all deserve a real reason for all of this.

Why have I still not gotten any replies in three days (one per day) for my support request?
Why has a public announcement not been made?
Why are you still accepting new orders if your system is currently broken?

I posted my order id on the last page.
This is just getting old at this point.

I've already added you to my support list for today, 4/7.

We have discussed the issues publicly here on the forums and on many other forums.  GOX has a huge back log.  Vicurex is DOWN.  Many others just disappear.  Volume is the issue and everyone is trying to scale up and meet the need.  Every order is completely different and we are only seeing a small percentage of orders with failure.  Regardless, we are trying to go through the support back log as fast as possible and we are always thinking about how we can improve our service.  

Ok, the fact that you're on it makes me feel better. Thank you and thanks for the explanation!

That said, you guys gotta work on your responses via the advertised support channels!
If you advertise your service as instant, then the support should be quick (within reason) as well.
A reply within 24 hours would be fine by me, and I think most people!
I had to learn this the real hard way for my business as well. I know it sucks, but days without a reply gives off a bad vibe

If I would of known this would be better paid attention to I would of just come here for support instead of using what the website says to use (livesupport applet on page or email).

I don't disagree with what you are saying.  There's a million things I would like to suggest to the devs to improve the site and it's service.  However, we are all so busy just maintaining and upgrading the current infrastructure that it's tough to even fix the easy problems.  I can tell you that sometime this week BitInstant may have a whole new look and features.  Upgrades are coming...  

[gordon154]

Hi, I also am having a problem with receiving the coins from a cash transaction through moneygram.

I went back in my browser history to the quote page, and if that worked correctly this is the information:

Quote ID is: b8c74966-1815-4fdb-acd0-235b21c8e0dc

Event ID is: 8f44a25b-d328-4fcd-975f-502e98b9da1e

I don't know if it's safe to post the moneygram reference #, so i won't unless you ask.

I've done several seamless transactions in this exact same way to this exact same address, and it's usually been pretty quick.  so far it's been 9 hours and i haven't received either bitcoins or any emails from BitInstant.

I was able to go back to my browser history as well and find my Quote ID. Others may have the same luck as I did.
d0d8ea70-dffb-44c1-bed6-b3c4596bebcf
It says that my order is loading, and it has been for a while.

[URSAY]

Hi, I also am having a problem with receiving the coins from a cash transaction through moneygram.

I went back in my browser history to the quote page, and if that worked correctly this is the information:

Quote ID is: b8c74966-1815-4fdb-acd0-235b21c8e0dc

Event ID is: 8f44a25b-d328-4fcd-975f-502e98b9da1e

I don't know if it's safe to post the moneygram reference #, so i won't unless you ask.

I've done several seamless transactions in this exact same way to this exact same address, and it's usually been pretty quick.  so far it's been 9 hours and i haven't received either bitcoins or any emails from BitInstant.

I was able to go back to my browser history as well and find my Quote ID. Others may have the same luck as I did.
d0d8ea70-dffb-44c1-bed6-b3c4596bebcf
It says that my order is loading, and it has been for a while.

Thanks for the extra info! 

[logeyG]

Hello,

I too am having issues sending $$ to Mt Gox via moneygram.


Quote ID   534a8902-bd6c-4c4c-8772-696ba78af91b
Event ID   72889047-7418-4f31-917e-79333c52d9a9


I understand you guys are having a ton of problems, I appreciate the support.

Thanks!

[mellie]

hi! i was wondering if and when you would start allowing pay to BTC-e again?  thanks!

[Singlebyte]

I also did a transfer and it did not go through.  Tried emailing support and LiveAssist to no avail.  Can you check this order?

order # 59941382-8236-4462-94d8-c7b687872612

last thing the status says is:
Sun Apr 7 16:01:46 2013   808ceed0-cde3-48b5-a489-09a08614b450   Coinapult Order Loading


Thanks

Ps....I have made two previous transfers and they worked flawless.  I love the service when it works.  I will update this post once the issue is resolved.

[Statesman]

I am seeing everyone's issues and you are all being added to today's support escalations.  I will post that final list for 4/7 later tonight.  

I have PM'd you regarding a support need/issue.

Let me know if you would like it posted here as well.

Thanks. - S