Official Newbie BitInstant Support Thread (Active Customer Support)

[seekup]

Done checking PMs.  Getting into this thread.  Working support list for 4/9 will be posted soon.  Closed version will be final around noon or 1 pm and then I move on to a 4/10 list.  We are closing the lists at this earlier time because it allows us to get to your issues faster.  Thanks guys.

Hi URSAY,

I see several people from the 4/8 list have received their orders, but I still have not. Could you please update me on my status?

Here is my info again:

Order ID   0924b57f-f8ea-498f-a637-77ef7200bfb6
Quote ID   143d1e28-ba25-4bee-9ed0-adeac7b15438

Fees (inclusive)   1.99%%
Amount you paid   $1000.0 USD
Amount you will receive   $980.1 USD
Delivery Deadline   Sat Apr 6 18:44:38 2013
Destination exchange   Bitcoin to email

Timestamp   Event ID   Event type
Sat Apr 6 17:45:57 2013   45f39f48-1262-4835-be1f-29df807c7ebe   Quote for new transaction
Sat Apr 6 17:45:59 2013   145c1b0f-11ad-402f-939d-72d868fbab6a   Coinapult PIN added
Sat Apr 6 17:44:38 2013   5361f8c4-b593-4faf-a74e-61856ac96dcd   New Order
Sat Apr 6 17:44:33 2013   8228dd74-4fe2-4170-9f07-ab4cdd1410ea   Waiting
Sat Apr 6 17:48:33 2013   f4e943c4-8e5c-4de8-a5e0-102a39ee9dda   Dwolla verification begin
Sat Apr 6 17:48:35 2013   15bcba97-1ebe-4c89-9bf7-ab917233f1a0   Dwolla passed first round verification
Sat Apr 6 17:48:35 2013   e6b688e2-37c5-450f-8b12-61b173e0fae0   Dwolla transaction confirmation begin
Sat Apr 6 17:49:29 2013   f0304034-e126-4823-a0c2-3dfdd2a68a0d   Dwolla passed second round verification
Sat Apr 6 17:49:29 2013   55fff134-724c-42a0-9d83-f507bce1e7b8   Dwolla verification complete
Sat Apr 6 17:49:30 2013   f0b20a47-daaf-4c7a-8960-5be08f68af19   MTGox Order Loading

The event log has not been updated since.

Weighted Avg at time of order was $138.

Thanks!

[1714634544]

1714634544

[1714634544]

1714634544

[1714634544]

1714634544

[1714634544]

1714634544

[1714634544]

1714634544

[URSAY]

Please add me to the current support ticket list. Thank you!!

OrderID: 1f7b7150-3d54-432a-a33f-ed997757d592

QuoteID: a5cc4a7f-6d4e-41af-b860-a1fbe760a014

I was assured earlier that you would be honoring the price at the time of the order, keep up the awesome work and please don't let me down on this one!!

Please include info like what your rate of exchange was, what you believe it should be, and why.  Thanks!  

[cea45]

I used Bitinstant to ZipZap to send coings to my bitcoin address. I paid the moneygram at 6:00 pm CST on Sunday April 7th and still haven't received my bitcoins as of today. Please help ASAP!!!

Order ID: bb22886d-ff71-4d97-a298-3dc2d2948cfa
Quote ID: e0ca1cf3-3811-4603-bcae-0da041725050
Event ID: 410d3e13-48b9-4fab-b745-937a647bc158
Fees (inclusive) 3.99%%
Amount you paid $196.0 USD
Amount you will receive $188.1796 USD
Destination exchange: Bitcoin Address
Destination account: 1L6zVorgsBvZh85jT5B2Ued4oz27fKySvh

Sun Apr  7 22:36:51 2013       410d3e13-48b9-4fab-b745-937a647bc158     Quote for new transaction
Sun Apr  7 22:59:44 2013       ab4d6d25-8bcf-4583-a750-05b68275a538     New Order
Sun Apr  7 23:00:56 2013       f2cf2675-bd5c-4288-a38c-891c6aaf1d1a         MTGox Order Loading


ZipZap Acct #: 793072885

URSAY...Please put me on the support list and help resolve my problem quickly. I really need my funds ASAP

[Deadlock94]

URSAY!,

OrderID: 3bad12e2-ea6b-48d9-9e69-86686f3b1da8
EventID: c7cdafc5-6531-49de-8205-549c13bdfa8e

It's been a week, I've tried emailing, calling, and 24/7 support on Mtgox and BitInstant. No response...
I need my money in my account ASAP! Please help me!
I used the account number with letters in it, which I now see I should have used the account number without the numbers! I've tried redeeming the API code, but it says it isn't valid/ has been used. It couldn't have been used, because I did not post the code anywhere for the public eyes to see. So I guess my problem may be as simple as using the right account number(or exchange number I guess they now call it) which would be 220347. Not M61220347X, like my order says... At the time of purchase bitcoins were significantly cheaper! Will I be compensated the difference in my order?! Please get back at me! I haven't opened a ticket yet, because I can not find where to! I know you are busy, but you seem to be the only one helping people. Thank you so much!

[URSAY]

Hey URSAY,

Trying to figure out where i stand on getting my situation resolved.  Its the same as everybody else who used ZIPZAP
I am already on the 4/8 list i believe.  I see though other on 4/9 list getting resolved.  Just curious.

Thanks for your time

Quote ID   121c24da-3a19-4f6a-ba76-044902655b0d
Event ID   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb
ZIPZAP Account Number: 866987795

Order receipt

Quote ID   121c24da-3a19-4f6a-ba76-044902655b0d
Event ID   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb
Fees (inclusive)   3.99%%
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   MtGox
Destination account   M02144337X

Order event log

Timestamp   Event ID   Event type
Sun Apr 7 19:06:58 2013   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb   Quote for new transaction
Sun Apr 7 20:09:08 2013   66043db1-e374-429b-a625-c511a9821e3a   New Order
Sun Apr 7 20:09:04 2013   f2ce702a-33af-4f0b-9553-a082d768a920   MTGox Order Loading

Just pushed thru manually.  You may see some results soon.  Ticket remains open.  Thanks! 

[jthev05]

I just wanted to let everyone to know that Ursay helped me to resolve my problem quickly. They're pretty slammed right now but they will get to you asap I assure you. I've had a few problems with BitInstant in the past few months but they've made it right every time and that's what matters.

jthev05

[vitam]

Hi URSAY,

I made a transfer yesterday from Dwolla that failed. Could you let me know what's wrong or push it through? Thanks!

Order ID   077acd2f-b498-4aa9-ae6f-54ed3e9ee245
Quote ID    d46d5abf-a181-4d78-b194-344780c4e176
Event ID   8e60e4cd-7089-42e4-8e25-72871847ab36

[xqr]

Done checking PMs.  Getting into this thread.  Working support list for 4/9 will be posted soon.  Closed version will be final around noon or 1 pm and then I move on to a 4/10 list.  We are closing the lists at this earlier time because it allows us to get to your issues faster.  Thanks guys.

URSAY, and what about the support lists from APRIL 2nd

ORDER ID: 3d08445a-1256-4a68-8086-da4cc88215a5

STATUS: UNRESOLVED

[URSAY]

Anyone that used zipzap and gave me their zipzap #s...

I am about to resend your orders thru manually.  I find this can resolve the issue in some cases.  However, not all cases are resolved in this way and I will need to forward zipzap issue with further problems up the chain.  I will post a list of people that have been pushed thru manually in a moment.

Me too, time is Money!
OrderID: fd715148-a91d-40a3-8b3b-0fa8a91b0c48

Zipzap:
Amount to Pay: $503.95
Account Number: 129510301

Amount to Pay: $503.95
Account Number: 872511969

Bitcoin Address: 18gzHtYuc3KNss2zLCREHs9ZgcEyNKuk3X

Nothing for me yet

URSAY, 1 of my 2 transactions have gone through. Nothing on the second? Will need a new ticket as "Current Rate" was deposited NOT "Quoted Rate" as I have broken down below. My quotes/transactions were 2 minutes apart so if if you can perhaps correct the 2nd deposit before depositing it'll save a second ticket thus speeding up ALL tickets.

Purchased at $141.5 per transaction
Purchased $500 per transaction
Bitcoin = 3.5335689 per transaction
Recieved = 2.71604 per transaction
Difference = .8175289 per transaction


Lastly, for now, I would like to deposit more. Can you lay out the Fastest, EASIEST, most Hassle free way to do so in hopes that I can save myself, Bitinstant, & especially YOU any further headaches. THANK YOU for ALL your work in expeditiously sorting out this mess for everyone.

Which transaction didn't go thru?

Unfortunately it's difficult for me to open a ticket on a problem that does not yet exist.

I deposited $$$ to GOX this morning thru Moneygram.  I actually had 2 deposits.  Moneygram was only able to process 1 but BitInstant worked just fine!  

I am not sure how to tell? I have 2 ZipZap account numbers that have successfully been transferred but have only received the corresponding order ID for one of them.
I also lack the knowledge to tell which Zipzap goes with the Order ID I did receive, that's where I hoped you could help due to you asking for either Account numbers from Zipzap or Order ID numbers? If I am incorrect in my conclusion, please advise.

I will open a support ticket for you today, 4/9.  Please understand that when you cannot provide organized info it will take longer to support your issue.  Thanks!  

[URSAY]

Hey All!

This thread is for customer issues, service announcements, ect. of BitInstant.

It's monitored by our support team, so if you have an issue, question, comment, feel free to post your order details here and someone should respond within a few hours during normal business hours (a little longer on weekends)

Thanks for all your continued business and support!

-Charlie and the team at BitInstant

Hi I have waited six days for Bitinstant to transfer my funds into my MtGox account. I have emailed and tried live chat and still the issue is not resolved. order # is  6c1d1bdd-428f-40e1-978f-894b9d3f1ad0

Added you to the support list for 4/9.  Thanks! 

[URSAY]

  I spent nearly $160 to using zipzap and bitinstant in ordder to purchase bitcoins for my blockchain.info address. I complete the purchase at around 5:30pm est and it is now 1:34am est the next day! This is really troubling considering I need the coins asap. Normally i do not have a problem. Just like other people i received a confirmation from zipzap saying my order was completed successfully but did not receive one from bitinstant. If i can (considering this is only my 2nd post) I will be Pming the ceo right after this post.

If you do not provide any details about your order then we are unable to look it up in our systems and help you!  

I summited my information via pm and support ticket. The support tickets say resolved but yet my issues has not been resolved and no feedback was given on them.. Why is this?

Please give me relevant order info so I can try to help work on your issue.  Thanks! 

[BitcoinApprentice]

PLEASE READ.

Just went thru a lot of today's issues and I have questions for quite a few users...

synergy7 / DoctorFluff / BitcoinApprentice / fortus / rsglenn / aDarkKnight / embryonic / fwf / noodlemctwoodle / jwest411 / man

You all have existing GOX coupons.  Have you tried redeeming them?  What was the result?

rm187 / jasnlcas

I need ANY info from you to lookup your order

bvwuis2c / Cogine / awdroket / diesel2946

Resolved?

My reply at Gox was something like the "Coupon is invalid or has already been used".
Thanks.

[Xosihc]

Hey URSAY,

I am on the 4/8 list.

Quote ID 9742105d-1acb-4bc5-9495-96b24b841fd4
Event ID c92dc8e1-c7b7-4fe9-bfd2-958abacb1e9d
Fees (inclusive) 1.99%%
Amount you paid $300.0 USD
Amount you will receive $294.03 USD
Mon Apr  8 15:18:48 2013 c92dc8e1-c7b7-4fe9-bfd2-958abacb1e9d Quote for new transaction
Mon Apr  8 15:19:27 2013 35f205c3-888b-4696-aa97-ec7761cebc46 New Order
Mon Apr  8 15:20:37 2013 c9cf0a4c-eaa7-4ae5-9804-14cc1611711e Waiting
Mon Apr  8 15:24:37 2013 ea2697d3-62b1-4a37-a3a8-9468d3b08244 Dwolla verification begin
Mon Apr  8 15:24:39 2013 24951dfe-e2eb-4511-ab5f-987cdf5ce8ed Dwolla failed verification - unable to locate


I just wanted to ask if you have any ETA on me receiving my coins? Also, I just wanted to confirm I will be receiving my coins at the rate from the time of the transaction (it was something like $188).

Thanks again for all you do!!

Hey URSAY - is there any way to check the exact price of the coins at the time of my transaction? 10:18AM US Central time zone on 4/8/13. I went to bitcoinchart.com and looked at the 2 day / 1 minute chart and it appears somewhere around the $185 target.

Please let me know.

Thanks!

[URSAY]

Got my money finally. INSTEAD of the refund i was asking, they still sent it and took the fee %. No profits in issuing a refund i guess.

Thank you URSAY for helping.

This is the last time i'm using this service and will advise everyone i know to stay away from it too.

If you have an issue I am here to help.  If you'd rather not ask for help then I cannot resolve your problem.  Thanks!  

[err0r_01]

URSAY,
Awesome! I'm glad to see my name on that list. I supposed that another voucher will be sent to me right? Let me know when you have that information.
Thank You!  

*UPDATED v.3*

Working support list for 4/8 below.  Final version will go up later tonight.  Please take note if you are on this list and reference it when you speak with me regarding your issue.  Some of these issues are resolved but not all are updated as so.  Thanks guys!

synergy7 / msiddiq / iNormalize / hillock / Brownye / fuue83 / chase1420 / archfiendmaster / sandyjg9 / sbs2199 / Protagonus / DoctorFluff / rstephe / aqrulesms / pafu / na_krul / rm187 (NEED MORE INFO) / torrenting / shadumdum / goosy052157 / pzwow / BitcoinApprentice / navahoboy / blacknight505 / cayson / bvwuis2c / bigpoppapump69 / Imaginer / masternewb001 / metazilla / dhbanes / jack789 / paradoxal / BitSmack / EJS420 / Imaginer / BitByInstant / Nonya Business / masternewb001 / Cogine / fortus / ScrapOfCat / funktion / thannon1261 / rsglenn / aDarkKnight / TheBison / embryonic / fwf / EJS420 / jerm0916 / noodlemctwoodle / bougelahi / jherbjr / catcow / jasnlcas / Tyraeil / jwest411 / jasonkolb / smfuser / jthev05 / jwest411 / liztah / itsalwayssunny / awdroket [RESOLVED] / diesel2946 [RESOLVED] / Droganan / Xosihc / err0r_01 / Super-Magician / mwp / seekup / man /
Leepie / joker006

[jasonkolb]

Hi Ursay,

Can you please give me an update on this transaction?

OrderID: 218137be-c042-41b9-9a63-c7dd6d8c5b24
EventID: d50965af-7658-4443-a554-92dcbdebf509
DestAccount: 80684
QuoteID: 37669d47-980c-4f2e-a186-96c38b3c415b
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365301095.17
APIResponse: {"error": {"amount": ["You have only $-47.04 available. Check your account balance for details."]}}
FundsSent: $1332.936 USD

The bitcoins should have been bought at 140.5

Thanks

[URSAY]

@ shadumdum,

What order receipt?  I posted everything i got from BitInstant check Status, under the order receipt.  I never received an E-mail from Bitinstant confirming they sent the funds.  I did receive 2 emails on the other transactions however.

Quote ID   121c24da-3a19-4f6a-ba76-044902655b0d
Event ID   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb
ZIPZAP Account Number: 866987795

Order receipt

Quote ID   121c24da-3a19-4f6a-ba76-044902655b0d
Event ID   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb
Fees (inclusive)   3.99%%
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   MtGox
Destination account   M02144337X

Order event log

Timestamp   Event ID   Event type
Sun Apr 7 19:06:58 2013   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb   Quote for new transaction
Sun Apr 7 20:09:08 2013   66043db1-e374-429b-a625-c511a9821e3a   New Order
Sun Apr 7 20:09:04 2013   f2ce702a-33af-4f0b-9553-a082d768a920   MTGox Order Loading

I thought that you got that information in an email. When I first used bitinstant, that was the mistake that I made, so I figured it was a similar solution. This doesn't apply to you. I wish it would have been this easy URSAY will take care of you as long as you are kind and just be patient. They are getting to everyone as quickly as they can.

Thanks for your help!  You guys are awesome!  

[dookiedue]

URSAY,

I just received your PM, yes please open a ticket for me, thanks.

[noname6520]

I just wanted to let everyone to know that Ursay helped me to resolve my problem quickly. They're pretty slammed right now but they will get to you asap I assure you. I've had a few problems with BitInstant in the past few months but they've made it right every time and that's what matters.

jthev05

lol @ asap, Ive been waiting a week and a half to get my order. And I sent mine on dwolla.

[URSAY]

URSAY, where is my paypal money? Been over 3 days and STILL have not received.

Order ID   43a40dfa-e0f5-4a08-93a6-2e63c914e9c3
Quote ID   c54ac537-ea0a-42a7-91e0-189514901692
Event ID   76712266-447f-4719-96a1-bb405a00b3de

Have I opened a support ticket for you?  Are you on a support list?  Please help me help you.  Thanks!