Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Just got some new training on pushing thru certain types of orders manually.  Get closer to RESOLVING more of your issues MYSELF.  Wooooo!  I can't wait to use my new powers for the good of the community!  

Getting back to my 4/9 escalations.  Please be patient.  I also need to eat something sometime.  Uhhhhhh..  

Thanks guys!

Hey you haven't responded to me.
I am the guy who wanted the paypal

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

Are you on a support list?  Have I previously logged a ticket for you?  Thanks. 

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[shadumdum]

OK.  I am just now noticing that all the info I provided in my sig is cut off and not showing.  Should I post it up at a random URL?  Suggestions guys?

I can't push something to the BitInstant URL instantly so that is not an option.

If you can't put it all in one signature, a random URL might be the best thing to do. Or maybe a link to a thread that has the information that everyone needs.

"Please read this post BEFORE you post anything or ask any questions. Most of your questions will be answered there" Or something like that.

[damiank]

Can you actually withdraw via bitinstant, meaning, can you transfer btc to bitinstant, and then withdraw cash at a moneygram location?

[TheJoe]

I am working 7 days a week.  12+ hours a day.  Please be kind.  I am a human being.  Patience is appreciated.  I don't mind helping you with any issue but currently we are SWAMPED.  I do not intend to ignore but please understand that Bitcoin is a new financial tech tool and it's not always smooth sailing.

Anyone who works in retail must be able to relate to this pain. It's like working Black Friday for 7 days straight, except you had no clue Black Friday was about to hit you whatsoever.

[URSAY]

What's the 4/9 list again?

 

You can easily search the forums and find this yourself.

[efini]

GENTS GENTS!!!

It says:

Tue Apr 9 19:29:21 2013

042e0361-6ff5-4957-9175-c748127b043b

Manual transfer created

Does this mean it should be fixed soon?!?!? If it happens withing the hour imma forget about the profit i lost...and just move on!!! some insentive there for you BitInstant!

and i will update all posts and praise the BTC community you held your word!

it means you're about to be sent coins at current market value, not the value locked in at time of order

WRONG.

Right, because that's why I was paid btc at CURRENT market value not the value I locked in at order placement.

That's also why you still owe me 0.70825 BTC

[URSAY]

Well I promised i'd update my status if anything got resolved and it has....


I deposited 503.95 through MoneyGram->ZIPZAP->BitInstant-> MTGox on April 7th, 2013.

It said it was still loading at MtGox.


After Posting here, Reddit, support@bitinstant.com and anywhere else i could seek help, i got some resolutions. Infact i even posted i would forget about the money i lost in potential profits.

Well soon as i posted on reddit and all that, I had a manual transfer show up for the quote ID.

Half hour later my initial deposit for 480 was sitting all happy in my MTgox account.

I will honor my word and not bug you guys about the 80 bucks i lost in potential profits.

I am going to think long and hard about using your service next time, but i appreciate you honored my deposit.


BITINSTANT WILL FIX IT GUYS!!! BE RELENTLESS THOUGH...took me 2 days of constant badgering to get it done.

Your issue was not fixed because you posted everywhere and it's not a suggested solution.

[damavox]

URSAY, I see that you have pushed my order thru. Thank you! sorry for the above post as i did not see where you pushed it first. It is now 8:43am est on 4/9 and i have not yet seen the coins however i will be patient until the end of the day before bothering you.  

ANOTHER 4/8 issue resolved!   

Ursay, lets not get ahead of ourselves. I still have not received the coins or a order email from you guys.
zipzap order # 760496034

[URSAY]

What's the 4/9 list again?

 

This is the final 4/9 list

FINAL 4/9 support list.  Please take note if you are on this list.  Thanks!  

Imaginer / ASICPool / Bjork / runarmyof1 / chowmein / pennyback / elitemom / Statesman / PC_Mobile / RandyVermillion / mwp (NEED MORE INFO) / fuue83 / justinpobrien / vitaslayer1212 / Singlebyte / ScrapOfCat / arkaideman / shadumdum / sugsmack100 / synergy7 / msiddiq / jack789 / Nonya Business / speshell1 / glasshouse / duquevalentino / cea45 / vitam / cubism4nerds / jasnlcas / mroth7684 / corvette77 / speakeasy1982 / Laughingman8 / Nachtwind / cubism4nerds / noname456 / Deadlock94 / Jross81 / mrbruceb

Anyone going forward with new issues will go on the list for 4/10.  We are working on ALL issues even if you have been waiting longer then others.  Thanks for your patience.  

Wait a minute. I was on the 4/08 list last time I checked. What additional info do you need from me? I have posted my Order ID 1196a228-be1c-46fe-92b6-d4556bf7e95d and my Zipzap account #520103516 multiple times.

You are likely posting your issue multiple times even after I opened your ticket.  This only causes more confusion and as a result will delay solutions even longer.

[kmicro]

Hello, waiting on this since Sunday.

Order status is loading
Quote ID   b7a81fd5-487f-4a5e-a88e-1881b4b6c43e
Event ID   56748881-b030-4ad8-8b23-da61fe4fa1b5

zipzap 518741228

Sun Apr 7 22:37:09 2013   56748881-b030-4ad8-8b23-da61fe4fa1b5           Quote for new transaction
Sun Apr 7 23:11:26 2013   12ea5a34-6ef5-49d2-9b87-dac1e69082a6   New Order
Sun Apr 7 23:11:19 2013   3b56ca3d-69c8-4044-8690-b169e5481fa3   MTGox Order Loading

Have I already opened a ticket for you?  Are you on a specific support list?  Thanks.

This was the first time I  posted  my  info. I  did not see my name on your support  list.
 Thank you  in  advance.

[shadumdum]

update on my money URSAY?

Note: For the record I am not with bitinstant, only relaying information to help them.

Have you seen your name on any of the official lists? If not, then post all of the information you have in order to be helped. You may also send a PM to URSAY and it will accomplish the same thing. He hasn't put out the list for 4/10 yet, but he should be doing it soon. If you put your information up before then, I'm confident that you will be put onto that list, and be helped soon.

If you are on a previous list, then your issue has been noted and is in their system, meaning that posts like this are only slowing them down. Please be patient and they will get to you. It may take some time, but your issue will be resolved. If you have an issue with not getting the price at the time of deposit, see below:

Once your first ticket has been resolved (i.e. the funds are in your mtgox account, or whatever), then you can post on here any information that you think he will need. (I'm not associated with bitinstant and I don't want someone quoting me on what exactly needs to be posted, just for the record.) This might include a zipzap account number, the queueID number. Lets say you bought 1 btc for 200, but you made the deposit when the price was 175.

200/200 = 1btc (what you actually got)
200/150 = 1.333btc (what you should have got)

Doing the math can only be helpful for them. They will then add you to the ticket list. The 4/9 list is currently closed and are being escalated. URSAY said he was going to be gone for a bit to do some of this, so hopefully this is what he is doing. If you post now, I am confident that you will be put on the 4/10 list.

Just because you are on the 4/10 list does not mean that you will be helped tomorrow. There are still people from 4/6, 4/7, 4/8 etc that have not been helped. Yes this is something that isn't ideal, but they will get to you eventually. All you can do it wait and know that someone is working on taking care of you. The 4/9 list has been posted already. I'm sure he will post a 4/10 list tomorrow. If you post all of your information, URSAY should respond and let you know that he has you on the list.

[bitcrazynoob]

Apologies for asking a question that has surely been asked before.  I browsed enough to find that this is a common problem but wasn't able to determine what to do about it--other than to post here.

I've had three Dwolla transfers with problems recently.  Two of them were a week ago and one today.

I'm reluctant to post transaction IDs, etc here (again forgive my newbieness).  Can someone please contact me and I can pass along relevant info?

Dwolla balance is now down by ~ $2k (3 transactions total) and Bitinstant shows various error messages.  Help!?

Thanks.

[URSAY]

Hey there,

This is to notify you that your order has been updated, please find the details below:


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


OrderID: 3b5377bf-48ce-44d5-ac90-809c3122cf57
EventID: a2430b16-473a-4df4-a31b-3e8903bf793b
DestAccount: Archimediate
QuoteID: d8a5664b-a472-4a89-a425-97a88f2e4a0a
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365537577.39
APIResponse: {u'return': {u'xfer': u'c5c34ddf-ff10-445f-aed2-f8c8d46b7ad1', u'amount': {u'value_int': u'30819210', u'currency': u'USD', u'display_short': u'$308.19', u'display': u'$308.19210', u'value': u'308.19210'}, u'tx_in': u'00000000-0000-0000-0000-0000000000000', u'tx_out': u'00000000-0000-0000-0000-0000000000000'}, u'result': u'success'}
FundsSent: $308.1921 USD



If you have any questions, feedback or need some help, please do not hesitate to contact us!
support@bitInstant.com
Telephone: 1.716.712.4846
Fax: 1.347.223.5251

Feedback is important to us, please leave us a 2 minute review!
http://www.resellerratings.com/store/survey/BitInstant

Thanks!

The team @ Bitinstant.


I don't really know what this means...  I got some of my money... But not all?

More specifics.  I have no idea how much "some money" is.

[shadumdum]

Apologies for asking a question that has surely been asked before.  I browsed enough to find that this is a common problem but wasn't able to determine what to do about it--other than to post here.

I've had three Dwolla transfers with problems recently.  Two of them were a week ago and one today.

I'm reluctant to post transaction IDs, etc here (again forgive my newbieness).  Can someone please contact me and I can pass along relevant info?

Dwolla balance is now down by ~ $2k (3 transactions total) and Bitinstant shows various error messages.  Help!?

Thanks.

If you do not feel comfortable posting the Order ID or Event ID or account numbers (you should be safe, no one can really do anything with those), then you should send a PM to URSAY. Only send him one message to make sure everything goes smoothly. Make sure to include as much information as you can.

[URSAY]

My signature has been updated.  If you have suggestions about info I can offer in my sig I would be happy to hear your suggestions.  If you ask me a question and it's in my signature I will be pointing you there.  Thanks.

I have provided my order id over 10 times and a description of the problem. I have provided the info over reddit to /u/bitinstant. I have provided the info over email to Seth and Charlie.

I have not received a support ticket #. I have not received an update. And most importantly, I HAVE NOT RECEIVED MY COINS.

Order ID   3d08445a-1256-4a68-8086-da4cc88215a5
Quote ID   51683040-6c7d-4bf9-a76e-e33f6f01a5fa
Event ID   f8a4a878-c629-4043-916e-09d267ea359a

This has been ongoing since April 2. Give me a support ticket # if there actually even is one. Give me an update. Give me something!!

You're absolutely forcing me to be a complete son of a bitch by ignoring my issue SINCE APRIL 2ND!!!!.

Got you on 4/10 support.  Many others are being added as well.  I don't have time to reply directly to you all.  Please wait to check the working version of the 4/10 list and then talk to me if your not on it OR any other previous support lists with date labels.

[iridium77]

I am on the same boat. Any help please ?

Order failed:

Order ID
3763ecec-eda0-4f82-a787-cfd39d88714d

[efini]

This is the last time I'm posting this. Failure to take action = me taking the drive to NYC to file in small claims

Order ID   9eddbd3f-8a69-488e-8fc1-6efdd282048d
Time of order: Mon Apr 8 15:50:41 2013
Close at 15:50:00    : 182.10                  
Weighted price at 15:50: 182.16                     

Bit-not-so-instant finally delivered 2.03748916 BTC, pending confirmation
2.03748916 BTC @ 182.10 = $371.026776036 USD
2.03748916 BTC @ 182.16 = $371.1490253856 USD

$500 @ 182.10/btc = 2.745744096650192 BTC
$500 @ 182.16/btc = 2.74483970136144 BTC


2.745744096650192 – 2.03748916 = 0.708254936650192 BTC
2.74483970136144 – 2.03748916 = 0.70735054136144 BTC

You have shorted me between 0.708254936650192 and 0.70735054136144 BTC

44 hours left

[URSAY]

I'm about at my wit's end.  Several emails, messages to bitinstant user on reddit, posts on forums, and not even a single acknowledgement.  Your phone line for "urgent issues" just dumps into a voicemail, there's no "chat link" on the contact us page, WTF am I supposed to do?  Drive to their office to get someone's attention on where my 600$ went?  Process my order or refund my money, this is absolutely unacceptable.

4/10 list. 

[pennypack]

FINAL 4/9 support list.  Please take note if you are on this list.  Thanks!  

Imaginer / ASICPool / Bjork / runarmyof1 / chowmein / pennyback / elitemom / Statesman / PC_Mobile / RandyVermillion / mwp (NEED MORE INFO) / fuue83 / justinpobrien / vitaslayer1212 / Singlebyte / ScrapOfCat / arkaideman / shadumdum / sugsmack100 / synergy7 / msiddiq / jack789 / Nonya Business / speshell1 / glasshouse / duquevalentino / cea45 / vitam / cubism4nerds / jasnlcas / mroth7684 / corvette77 / speakeasy1982 / Laughingman8 / Nachtwind / cubism4nerds / noname456 / Deadlock94 / Jross81 / mrbruceb

Anyone going forward with new issues will go on the list for 4/10.  We are working on ALL issues even if you have been waiting longer then others.  Thanks for your patience.  

You had stated i would be on the list for 4/9. I just want to confirm that pennyback = pennypack or have i not been included in this list?

[URSAY]

you c an read your entire sig if you copy everything that is showing and part of the cutoff part and paste it into a word document. it all shows up

THANKS!