Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Results of my GOX deposit tests...

Going to GOX user name went direct to acct.

Going to new MX # generated a coupon which does not work and I will have to submit to support.  OH WAIT...I am support!  LOL. 

I am talking to development about this and I should have more info soon...

Now I'm into my PMs that I haven't checked since last night.  Please be patient as I catch up to your posts and PMs.  Thanks again for your patience guys!

Hi URSAY,

Can you please just give us all an indication of what the queue looks like right now? We're seeing messages saying that people who tried to deposit a week ago are still out there money. Is the queue to resolve these problems over a week long, or did these people fall through the cracks? I am sitting at over 4 days with not even a response from the support account yet--you would solve a whole lot of problems if you simply told folks approximately how long it would take to work through the queue. The lack of communication is the worst thing about this whole experience--you are dealing with people's money and they want some sense of confidence that it is not gone.

Thanks.

I understand the issues you are having.  There is no ETA.  We are working on your issues.  There are multiple queues.  Have I opened you a ticket personally?  Are you on a support list?  Can I help you with a particular issue?  Thanks!

[1714651827]

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[taylored]

URSAY it has now been over 4 days!! I was on the 4/6 support list and see that others have received support before me?? This is unacceptable. How are you even approaching this support list for that to make sense? How do you prioritize your customers??

Please push through my order!! ZipZap: 644048985

You'll be glad to know you are on the frontpage of www.reddit.com/r/bitcoin

[xqr]

Has ursay (or any other bitinstant employee) actually resolved a single problem on this thread? All I see is replies saying their problem has been escalated; I've yet to see anyone post saying their issue was resolved.

Is bitinstant actually solving issues? Or are they just stalling while they "escalate" the problems?

Your obviously only reading a small portion of this thread.

Well, only pages 130-195 so I suppose that could be considered a small portion of the entire thread...

[URSAY]

Has ursay (or any other bitinstant employee) actually resolved a single problem on this thread? All I see is replies saying their problem has been escalated; I've yet to see anyone post saying their issue was resolved.

Is bitinstant actually solving issues? Or are they just stalling while they "escalate" the problems?

Like everyone else on this thread - I'm waiting for my coins (or money back). I am pissed off as anyone, I've left 5 voicemails, 100 e-mails... nothing.

Ursay though, is the only one I've seen from the company working his ass off to try to fix the problems that are coming in quicker than he can grind them out. He's working 24/7 and doing more than anyone else I've seen. Try to cut him some slack. He is a hard worker for a shitty company. Hate the company, not the hard working employee.

I feel kinda bad for Ursay. If this is Bit Instant going belly up, he's at the bottom of the food chain and probably won't get paid for all of his hard work. I have my fingers crossed but at the same time I am figuring out how I am going to deal with losing the money I put in.

We are not going belly up.  THE OPPOSITE.  You will see some surprises on Friday I believe which might make you even MORE confident about BitInstant.  

[URSAY]

Wouldn't surprise me if the owners of bitinstant are cashing out and just stalling for time with these "your ticket has been escalated" nonsense.

Please look into our history. 

[corvette77]

I bought some bitcoins April 7th. I received from ZipZap payment confirmation.
ZipZap number:288533151
MTGOX account: m22376187x

I have sent this by Email to Bit support. Can you tell me if a ticket was opened up to resolve this issue ?

[EJS420]

Dear BTC Community,

This is just an update, i have been trying to receive my funds for 2 days now.  I have e-mailed, posted here and called BitInstant personally.  I have NEVER received a response back from BitInstant's website, and the only person doing anything is URSAY.

I am already on the list, and i have very little patience now...BTC's have risen to 218 dollars... I was trying to purchase them at 162...but because of this amazing service where you can pay for your BTC's in an hour....i am still sitting here with nothing.

I have always used BitInstant for my BTC purchases, but if the issue isn't resolved today, i will be looking for alternative services that actually deposit funds.

Now people on the 4/8 and 4/9 lists are already saying they have recieved funds, i have the SAME p[roblem as some of those people...why was i skipped over when i definately posted my information like 7 times now...

Here it is again....URSAY can you please transfer my funds manually, it is the same problem where it is stuck at MTGOX loading...here is the information again.

ZIPZAP INFORMATION
Amount to Pay: $503.95
ZIPZAP Account Number: 866987795

Your order status

Loading

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

[URSAY]

Has ursay (or any other bitinstant employee) actually resolved a single problem on this thread? All I see is replies saying their problem has been escalated; I've yet to see anyone post saying their issue was resolved.

Is bitinstant actually solving issues? Or are they just stalling while they "escalate" the problems?

Like everyone else on this thread - I'm waiting for my coins (or money back). I am pissed off as anyone, I've left 5 voicemails, 100 e-mails... nothing.

Ursay though, is the only one I've seen from the company working his ass off to try to fix the problems that are coming in quicker than he can grind them out. He's working 24/7 and doing more than anyone else I've seen. Try to cut him some slack. He is a hard worker for a shitty company. Hate the company, not the hard working employee.

I feel kinda bad for Ursay. If this is Bit Instant going belly up, he's at the bottom of the food chain and probably won't get paid for all of his hard work. I have my fingers crossed but at the same time I am figuring out how I am going to deal with losing the money I put in.

Well I feel bad for the guy too.  I see him on here 24/7 and all he does is take a beating from people chewing him out for a problem that isn't even his fault.

This is all part of trying to get into the market at the early adaption phase... We all have to deal with this kind of bs..

Thanks guys.  These types of posts make me happy that some people listen to me, understand, and are patient with Bitcoin and it's economy.  I want to help and I wouldn't be working for BitInstant if I thought I would end up being labeled a scammer!  Seriously.  

[URSAY]

WHY ARE MY MESSAGES BEING IGNORED?...I ASKED FOR VOUCHX COUPONS...NOTHING RELATED TO BITCOINS...WHY IS IT TAKING SO LONG TO SEND YOU THE COUPONS?

please answer my question...my other plans are getting delayed because I used your service...atleast be reasonable enough to give me a direct answer for when I can expect to get my money...Your delay is dragging down my other plans...

this is the fourth time asking about my VouchX deposit...Why do I have to keep posing on this thread to get my money back and keep checking back for replies twice a day? This is how you want to TREAT ur customers?

Its been more than a wekk and I have no idea what happened to my money?? Why is it so difficult for you send me my vouchX coin? If you care about your customers then why is there not a notice on your site infroming about the current difficulties you are facing??

I'm starting to loose my cool with my order...Please resolve this...its been more than a week of BS.

order ID - 8787e0d9-d976-4bf3-9f05-f54b881e6613

I have escalated you thru support and they are working on it.  I am not requiring you to repost or check back.  You funds are safe and you will get your order as our customer service agents work through the volume.

We HAVE posted all kinds of things about the current difficulties we face and we always do!  You must not be reading?

I apologize for your wait and I hope to have your issue resolved soon.  Thanks for your patience!  

Can you give a day count? How fast is "soon"? - please dont try to dodge this questions, please be specific. As this would give a clear idea of the timeline to plan my other activities around this.

No ETAs currently.  Thanks for you patience. 

[speakeasy1982]

Hello can you please add a ticket for me. I have not received my funds yet.
I used Zip Zap to fund here are all the details.

Hopefully you honor the BTC purchase price when my order was submitted.
You can deposit it into my mtgox account 156802 or via BTC address 1MrsJ36SyR2jan3ua8guAsBFwRSbFyKMcp

ZipZap:
Amount to Pay: $203.95
Account Number: 677107476

Bitinstant:
Order receipt
Quote ID    5a8aab4c-f90f-4d36-b267-0c18ee269f07
Event ID    60c7ba18-3c49-4682-9759-ae861509b9cf
Fees (inclusive)    3.99%%
Amount you paid    $200.0 USD
Amount you will receive    $192.02 USD
Destination exchange    MtGox
Destination account    156802
Order event log
Timestamp    Event ID    Event type
Wed Apr 3 18:45:26 2013   60c7ba18-3c49-4682-9759-ae861509b9cf   Quote for new transaction
Sun Apr 7 21:03:00 2013   1a9cac45-26ae-4e58-a212-571e120cdad6   New Order
Sun Apr 7 21:02:53 2013   60c616c0-bc81-429d-beca-7827977d6113   MTGox Order Loading

Thanks.

[URSAY]

I still have not received any funds in my account after since April 7th here's my zip zap account number since I never gave you that.

Zip Zap 288533151

Have I opened a ticket for you already?  Are you aware of which support list you are on?  That would be helpful.  Thanks! 

[Laughingman8]

Hey, I've been trying to buy bitcoins since they were around 120$, but it seems to be such a long process that it is easy to imagine I am a bit stressed at this point seeing how BTC is over 200$ at this point. Anyways, I finally got Dwolla to accept the money from my bank account, and I tried to transfer it over to my MtGox account via bitinstant, and this is my first time using this service. Regrettably the money was removed from my Dwolla account, even though the order failed to complete, anyway I can get assistance?

Order ID: f3399aab-d8b2-43ca-8d49-6d783323a20a



Timestamp   Event ID   Event type
Tue Apr 9 13:25:21 2013   8301f477-4354-4d25-92f3-400975191fa7   Quote for new transaction
Tue Apr 9 13:25:32 2013   45d700ba-700b-4760-8327-be9fff00bc05   New Order
Tue Apr 9 13:26:42 2013   73f16f93-be02-4373-a920-726fd3b94fdd   Waiting
Tue Apr 9 13:30:43 2013   e3a5bb2a-9562-408a-8225-b89bc276dc70   Dwolla verification begin
Tue Apr 9 13:30:45 2013   929ee5ea-965a-48b8-ba24-78235b15ce6b   Dwolla passed first round verification
Tue Apr 9 13:30:45 2013   ddc5036d-1103-4d49-89d1-98eab08bff5c   Dwolla transaction confirmation begin
Tue Apr 9 13:31:42 2013   1368e240-8f9a-4839-85e1-68b51313d50e   Waiting
Tue Apr 9 13:31:46 2013   b4dace97-b9d7-4ba3-8702-1521a782a421   Dwolla passed second round verification
Tue Apr 9 13:31:46 2013   90f9d118-da1c-4b8d-9a63-f5b6f78f127d   Dwolla verification complete
Tue Apr 9 13:31:47 2013   ed6aa321-7c63-4d5f-ba13-24de66748020   MTGox Order Loading
Tue Apr 9 13:35:43 2013   3ddbbfec-dae9-40ee-8762-97306d0364f7   Dwolla verification begin
Tue Apr 9 13:35:44 2013   1375aead-a2ef-45f4-9c37-d8cc22e4921c   Dwolla passed first round verification
Tue Apr 9 13:35:45 2013   c9670344-95e5-4a71-8d9e-f4b0d6e79dd5   Dwolla failed second round verification - fraud check failed

[URSAY]

Has anyone's issue been resolved in the past week?? I only see people complaining about missing money, I haven't seen a single thank you.

Please read the thread and you can answer your own question.  The answer is YES.  

[URSAY]

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!

We are working on your issue.  Thanks for your patience. 

[Nachtwind]

Hi, having an issue with Bitinstant here...

OrderID: 8ded4ee8-2ba1-4e09-9a28-cd3f3b03b596
EventID: 50ba5957-5ac5-402b-a55d-fd7698ebd95f
DestAccount: xxxxx
QuoteID: 25cecd55-05b5-4f1a-b5de-10c74f9d39f5
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: xxxxxx
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: xxxxxx

So far i havent received my money.. wonder what the problem might be.... (E-Mail to support was sent..)

[URSAY]

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!

Have I personally opened a ticket for you before?  Are you on my support lists?  Thanks for your help. 

[corvette77]

No I do not know what list I am on ? I just emailed bit support with information. Can you tell me if their is a open ticket for me. Thanks Ursay.

[URSAY]

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

Look another problem resolved.   

[URSAY]

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

Support ticket opened on 4/9 list.  Thanks! 

[mroth7684]

I sent a transaction for Dwolla to Bitcoin 24 hours ago and never recieved any coins.

Order ID   d634ff63-7cde-4060-94fb-a98756732c55
Quote ID   8d626748-0393-4df0-a8bc-050bcd47baef
Event ID   080bdc5e-8292-4fe9-94e4-407f3776df8d
Fees (inclusive)   1.99%%
Amount you paid   $180.3 USD
Amount you will receive   $176.71203 USD
Delivery Deadline   Mon Apr 8 16:08:15 2013
Destination exchange   Bitcoin Address
Destination account   1JcHzGVkEEeBkBbmJmgUi9Mw3EQXQ86FUn


Timestamp                           Event ID                                                   Event type
Mon Apr 8 15:07:55 2013   1b88c195-14b4-43f7-9211-bf1a924edf4f           Quote for new transaction
Mon Apr 8 15:08:15 2013   080bdc5e-8292-4fe9-94e4-407f3776df8d           New Order
Mon Apr 8 15:09:28 2013   86695099-50ba-4853-b4ce-98bf67f66a15           Waiting
Mon Apr 8 15:13:28 2013   dbe7bc44-1170-46b7-8fd9-fe60f3df3f09           Dwolla verification begin
Mon Apr 8 15:13:30 2013   2bad64d3-7b7a-4c26-a4c6-9519a4aa5bb6   Dwolla passed first round verification
Mon Apr 8 15:13:30 2013   8cb125f3-4326-417f-bcf0-7a89031f3c02           Dwolla transaction confirmation begin
Mon Apr 8 15:14:27 2013   960d615f-4b19-4e16-b53d-3aab3e132e2a   Dwolla passed second round verification
Mon Apr 8 15:14:27 2013   eebd6974-3131-4318-a39a-b84dda299b05   Dwolla verification complete
Mon Apr 8 15:14:28 2013   74e2f172-b0d5-4640-9979-6889dc197b3b   MTGox Order Loading

Bumping as I don't know if I've got a ticket or if I'm on support list yet.