Official Newbie BitInstant Support Thread (Active Customer Support)

[shadumdum]

Once we see our name on the list (My name is on the 4/8 list) what do we do? Should we just wait around until we get an email or get a direct response from you?

Also, people need to stop worrying! The guys at bitinstant are clearly trying to make sure everyone gets helped, screaming "YOU OWE ME MY FUCKING MONEY" or anything along those lines are not going to help anyone, and are only wasting time. Have faith in bitinstant for a little while, they seem to be trying to help everyone.

Thanks for your reply.  Clearly this 160 page + thread shows we are helping.  Surely when I am working 7 days a week and up to 14 hours a day it shows we are making an effort.  I understand your frustrations guys but getting upset with us and spamming our support channels does not help us resolve your issues.  I would think you guys would want to help us move quicker.  No???

Waiting and being patient is the best thing you can do.  Most of these situations involved us sending your orders thru again manually but with the back log it takes time for these orders to complete.  Obviously we would like to get everything under control ASAP!!! 

Thank you for all of your effort! Clearly you guys are getting shit on and I don't think that is necessarily fair. Keep up the good work!

[1714747255]

1714747255

[1714747255]

1714747255

[1714747255]

1714747255

[jasnlcas]

Hi, I have not received my bitcoins either.
When I purchased they were trading at $133 now it is much higher.
Do you wait for movements to fill orders?

I paid via dwolla.  Please PM me if you need more details.

http://puu.sh/2vqxk

Please copy and paste the actual text of your Quote ID if possible.  Thanks!
[/quote

its not possible because you never sent it to me by email.
i was lucky enough to screencapture this when i sent the money a few days ago.

[Tyraeil]

I made 2 transfers to bitstamp about 2 days ago and haven't received not only the money to my bitstamp account, but any replies to emails or tickets made. reference numbers 47406279 and 73239276 to accounts 146065032 and 304863772 respectively.

Can you tell me what these #s are?  Any # you supply should have a label as to what it is.  Thanks!

They're the moneygram reference numbers and zipzap account numbers..

Which is which?  Can you label them properly for me?  That would be of great help!  Thanks! 

I don't know how I can label them any better, I said which was reference and account, respectively...  Reference number 47406279 to account 146065032 and R# 73239276 to account 304863772.

[chumpchanger]

SO JUST TO UPDATE. I'M STILL WAITING ON THE DEPOSIT FOLKS.. I'VE BEEN IN CONTACT, AND THOUGH THEY'VE INDICATED TO ME THEY'RE WORKING ON IT, NO ETA YET

[jasonkolb]

Hi,

I'm really hoping someone from BitInstant is actually watching this thread. I'm currently out $1300 cash. Here's the sequence of events:

Saturday, April 6th, 9:13PM CDT: I send $1360.00 to BitInstant from Dwolla, transaction ID 2535262.

Saturday, April 6th, 9:18PM CDT: I transfer $1332.936USD to Bitstamp from BitInstant. Included in the confirmation from BitInstant is the worrying contradiction between "eventtype: Order executed, FundsSent: $1332.936 USD" and "APIResponse: {"error": {"amount": ["You have only $-47.04 available. Check your account balance for details."]}}" Using the "status check" on the homepage reveals that BitInstant thinks that the order status is "Order Completed." (It still does, you can check right now, the order ID is 218137be-c042-41b9-9a63-c7dd6d8c5b24)  Needless to say I am worried, but I wait a while to see if the transaction goes through before contacting support.

Saturday, April 6th, 9:21PM CDT: No money in BitStamp yet. I email BitInstant and BitStamp support to ask what the status is.

Sunday, April 7th, 7:00AM CDT: BitStamp responds, saying that they did not receive the funds that that occasionally BitInstant internally runs out of funds, however it typically manages to replenish quickly. This somewhat makes sense given the error message, so I continue to wait.

Sunday, April 7th, 4:35PM CDT: I email BitInstant support again.

Sunday, April 7th: Multiple times throughout the day I attempt to contact your live chat and phone support, with no response.

Monday, April 8th, 8:00AM, 9:00AM... CDT: I call your phone support again and leave a message with the live chat agent who is still not available.

Anyone out there who can help?

[smfuser]

Quote ID: d6aac7db-867f-471a-99c8-5de5eabacb86

ZipZap to Mt. Gox, stuck at "MTGox Order Loading".

Yesterday I used "Contact Us" link at bottom of www.bitinstant.com/contact, but no reply yet.

That page mentions live chat, but how do I access it?

I repeatedly tried to submit the form on that page, but each time I saw "500 - internal error" after clicking Submit.

Even if the problem hasn't been fixed yet, please confirm that this message (or any of my prior attempted communications) has been received and will be addressed ASAP.  Thanks.

[jthev05]

Please help with Order ID 87c25d02-6933-4007-82aa-bd2e46ea6294

The amount was never pushed to my bitcoin wallet.

Thanks,

jthev05

[gordon154]

When should I expect to be helped, my name was added to a list but I haven't been contacted or anything past that.

[URSAY]

Hi, I have not received my bitcoins either.
When I purchased they were trading at $133 now it is much higher.
Do you wait for movements to fill orders?

I paid via dwolla.  Please PM me if you need more details.

Please copy and paste the actual text of your Quote ID if possible.  Thanks!
[/quote

its not possible because you never sent it to me by email.
i was lucky enough to screencapture this when i sent the money a few days ago.

Can you go thru your browser history and copy the #s?  I do not want to make any mistake when copying them manually!  Thanks!  

[URSAY]

I made 2 transfers to bitstamp about 2 days ago and haven't received not only the money to my bitstamp account, but any replies to emails or tickets made. reference numbers 47406279 and 73239276 to accounts 146065032 and 304863772 respectively.

Can you tell me what these #s are?  Any # you supply should have a label as to what it is.  Thanks!

They're the moneygram reference numbers and zipzap account numbers..

Which is which?  Can you label them properly for me?  That would be of great help!  Thanks! 

I don't know how I can label them any better, I said which was reference and account, respectively...  Reference number 47406279 to account 146065032 and R# 73239276 to account 304863772.

Please respond like this...

zipzap # -
Order ID # -

etc.

Thanks! 

[URSAY]

SO JUST TO UPDATE. I'M STILL WAITING ON THE DEPOSIT FOLKS.. I'VE BEEN IN CONTACT, AND THOUGH THEY'VE INDICATED TO ME THEY'RE WORKING ON IT, NO ETA YET

Like I've said...I cannot provide ETAs currently.  We are working on all of your issues!  Thanks for your understanding! 

[baggage]

Ursay,

I was on the 4/7 list but have seen no activity to my wallet.

I sent you a pm with the same info

Merchant order ID
f9fd40c3-3333-4d43-b663-0500c1606d2c
Customer account ID
403 873 333


Merchant order ID
1aa49017-f5af-4d01-9db8-f7f5d89a7b0e
Customer account ID
650 612 333

thanks

[URSAY]

Hi,

I'm really hoping someone from BitInstant is actually watching this thread. I'm currently out $1300 cash. Here's the sequence of events:

Saturday, April 6th, 9:13PM CDT: I send $1360.00 to BitInstant from Dwolla, transaction ID 2535262.

Saturday, April 6th, 9:18PM CDT: I transfer $1332.936USD to Bitstamp from BitInstant. Included in the confirmation from BitInstant is the worrying contradiction between "eventtype: Order executed, FundsSent: $1332.936 USD" and "APIResponse: {"error": {"amount": ["You have only $-47.04 available. Check your account balance for details."]}}" Using the "status check" on the homepage reveals that BitInstant thinks that the order status is "Order Completed." (It still does, you can check right now, the order ID is 218137be-c042-41b9-9a63-c7dd6d8c5b24)  Needless to say I am worried, but I wait a while to see if the transaction goes through before contacting support.

Saturday, April 6th, 9:21PM CDT: No money in BitStamp yet. I email BitInstant and BitStamp support to ask what the status is.

Sunday, April 7th, 7:00AM CDT: BitStamp responds, saying that they did not receive the funds that that occasionally BitInstant internally runs out of funds, however it typically manages to replenish quickly. This somewhat makes sense given the error message, so I continue to wait.

Sunday, April 7th, 4:35PM CDT: I email BitInstant support again.

Sunday, April 7th: Multiple times throughout the day I attempt to contact your live chat and phone support, with no response.

Monday, April 8th, 8:00AM, 9:00AM... CDT: I call your phone support again and leave a message with the live chat agent who is still not available.

Anyone out there who can help?

I have logged your issue on our 4/8 support list.  Please be patient while we work on your issue.  Thanks!  

[URSAY]

Quote ID: d6aac7db-867f-471a-99c8-5de5eabacb86

ZipZap to Mt. Gox, stuck at "MTGox Order Loading".

Yesterday I used "Contact Us" link at bottom of www.bitinstant.com/contact, but no reply yet.

That page mentions live chat, but how do I access it?

I repeatedly tried to submit the form on that page, but each time I saw "500 - internal error" after clicking Submit.

Even if the problem hasn't been fixed yet, please confirm that this message (or any of my prior attempted communications) has been received and will be addressed ASAP.  Thanks.

Added to 4/8 support list. 

[URSAY]

When should I expect to be helped, my name was added to a list but I haven't been contacted or anything past that.

If you were added to a support list then please be patient.  This means we are currently working on your issue. 

[URSAY]

Ursay,

I was on the 4/7 list but have seen no activity to my wallet.

I sent you a pm with the same info

Merchant order ID
f9fd40c3-fdca-4d43-b663-0500c1606d2c
Customer account ID
403 873 227


Merchant order ID
1aa49017-f5af-4d01-9db8-f7f5d89a7b0e
Customer account ID
650 612 252

thanks,
baggage

Your issue is being worked on.  Thanks for your patience! 

[Singlebyte]

Has anyone had their issue resolved in the last 40 hours!?  Post if you HAVE received your funds or if bitinstant.com has resolved your issue.  Provide time/details so the rest of us can feel assured.

[catcow]

URSAY are you ignoring me or did you just miss my post?

[jwest411]

Can I please please please get on the  4/8 support list as well? I don't want to resort to mass-posting please just put me on the support list


Order ID
a0434043-dad9-481d-afbc-7c5226bb49a2
Quote ID
22a6aed5-96c3-48c9-872b-813aa0ddef55
Event ID
8d481dd2-368e-4a93-b1d4-105de916ff43

[Tyraeil]

I made 2 transfers to bitstamp about 2 days ago and haven't received not only the money to my bitstamp account, but any replies to emails or tickets made. reference numbers 47406279 and 73239276 to accounts 146065032 and 304863772 respectively.

Can you tell me what these #s are?  Any # you supply should have a label as to what it is.  Thanks!

They're the moneygram reference numbers and zipzap account numbers..

Which is which?  Can you label them properly for me?  That would be of great help!  Thanks! 

I don't know how I can label them any better, I said which was reference and account, respectively...  Reference number 47406279 to account 146065032 and R# 73239276 to account 304863772.

Please respond like this...

zipzap # -
Order ID # -

etc.

Thanks! 

zipzap number- 146065032, 304863772
order number - 47406279, 73239276