Official Newbie BitInstant Support Thread (Active Customer Support)

[alphagolf2231]

Hi there,
Could you please check for any problems with my funds?
I've received a payment confirmation email, but still haven't got the amount credited.

Quote ID   3c8eb6a6-76da-40e7-b83f-a5988e2e5a84
Event ID   09b75765-4d24-4fcd-9d68-4b4c4383c0a1
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   MtGox
Destination account   M21398787X
Event ID   (Thu Apr 18 17:57:12 2013)   09b75765-4d24-4fcd-9d68-4b4c4383c0a1   
zipzap code number: 634671184

Cheers!
Kind regards!

Have you logged your issue thru our main support channel?

bitinstant.com/contact

Last time it didn't work well.
I'll try it now. Sorry about it!

[rollingballs]

Usually my bitcoins appear within a few hours.  My girlfriend and I each submitted 2 orders yesterday and they have not shown up yet.  Please help. This is $1800 worth...I did log through the contact page

782aea26-103d-4cb8-a9ec-cb4d112777ba
80c8c340-67d3-4fc7-a029-fd228d2ede62
a0875c30-4b6f-433d-af32-973d0301d521
e7d3fa89-018e-436a-9a3a-ec8e10a4f9cd

Thanks

AND ANOTHER DAY WITH NO BITCOINS...FUCK YOU BITINSTANT!

It would be really helpful if when you posted about your problem you gave us a clear idea of your issue.  Acct. #s that are not labeled properly will add to the time of your resolution.

These are 4 quote ID's.  Money was submitted through Moneygram on Tuesday.   I received confirmation from ZipZap that they received payment and would notify bitinstant.  I never got the usual confirmation from Bitinstant and my bitcoin wallet is still empty.  Here is the order event logs:

Order event log

Timestamp   Event ID   Event type
Wed Apr 17 02:47:57 2013   8b109ea0-8395-42ea-8de3-3c9719a71c7d   Quote for new transaction
Wed Apr 17 03:31:50 2013   48bec0aa-fab3-40ad-abf5-37ff7e085e46      New Order
Wed Apr 17 03:30:05 2013   8b1b8b15-c89b-4c04-a5f7-da5ecad109d8   Coinapult Order Loading
Wed Apr 17 03:45:05 2013   7b43aed1-b342-40a0-a99d-068dd76c0a10   MTGox Order Loading

Order event log

Timestamp   Event ID   Event type
Wed Apr 17 02:49:01 2013   7f8c0054-c3f4-4882-b57f-6235d45223b9   Quote for new transaction
Wed Apr 17 03:29:20 2013   1d2cf694-d8bf-41c7-874c-538ccc6a98b7   New Order
Wed Apr 17 03:29:11 2013   8f3e4ad8-663d-461e-a123-47a7d0c5de3d   Coinapult Order Loading
Wed Apr 17 03:44:11 2013   97f1c9d6-61fb-4c8b-a8d7-0506bdce82f1   MTGox Order Loading

Order event log

Timestamp   Event ID   Event type
Wed Apr 17 02:55:16 2013   e9e3df0e-6595-4821-8130-55394a170024   Quote for new transaction
Wed Apr 17 03:29:27 2013   df578616-34d3-4b9a-b666-95bf653ca778   New Order
Wed Apr 17 03:27:41 2013   f8e510a9-3ac5-43bd-b5ac-ec3501bc0aae   Coinapult Order Loading
Wed Apr 17 03:42:41 2013   9d82365e-ac95-4bbb-9204-81663a888350   MTGox Order Loading

Order event log

Timestamp   Event ID   Event type
Wed Apr 17 02:55:44 2013   5f033883-1ac6-421d-9105-96e0ef253695   Quote for new transaction
Wed Apr 17 03:31:15 2013   0bd0f444-985d-46ce-8d9e-1f67a3f93c10   New Order
Wed Apr 17 03:32:33 2013   8b4c09ed-b10a-4186-a484-123955c9cd6a   MTGox Order Loading
Wed Apr 17 03:47:33 2013   07550e0a-d498-4c17-8097-1c28a0981d9d   Coinapult Order Loading

Is there ANY ADDITIONAL information you require to fulfill your companies obligation to me??

[URSAY]

Usually my bitcoins appear within a few hours.  My girlfriend and I each submitted 2 orders yesterday and they have not shown up yet.  Please help. This is $1800 worth...I did log through the contact page

782aea26-103d-4cb8-a9ec-cb4d112777ba
80c8c340-67d3-4fc7-a029-fd228d2ede62
a0875c30-4b6f-433d-af32-973d0301d521
e7d3fa89-018e-436a-9a3a-ec8e10a4f9cd

Thanks

AND ANOTHER DAY WITH NO BITCOINS...FUCK YOU BITINSTANT!

It would be really helpful if when you posted about your problem you gave us a clear idea of your issue.  Acct. #s that are not labeled properly will add to the time of your resolution.

These are 4 quote ID's.  Money was submitted through Moneygram on Tuesday.   I received confirmation from ZipZap that they received payment and would notify bitinstant.  I never got the usual confirmation from Bitinstant and my bitcoin wallet is still empty.  Here is the order event logs:

Order event log

Timestamp   Event ID   Event type
Wed Apr 17 02:47:57 2013   8b109ea0-8395-42ea-8de3-3c9719a71c7d   Quote for new transaction
Wed Apr 17 03:31:50 2013   48bec0aa-fab3-40ad-abf5-37ff7e085e46      New Order
Wed Apr 17 03:30:05 2013   8b1b8b15-c89b-4c04-a5f7-da5ecad109d8   Coinapult Order Loading
Wed Apr 17 03:45:05 2013   7b43aed1-b342-40a0-a99d-068dd76c0a10   MTGox Order Loading

Order event log

Timestamp   Event ID   Event type
Wed Apr 17 02:49:01 2013   7f8c0054-c3f4-4882-b57f-6235d45223b9   Quote for new transaction
Wed Apr 17 03:29:20 2013   1d2cf694-d8bf-41c7-874c-538ccc6a98b7   New Order
Wed Apr 17 03:29:11 2013   8f3e4ad8-663d-461e-a123-47a7d0c5de3d   Coinapult Order Loading
Wed Apr 17 03:44:11 2013   97f1c9d6-61fb-4c8b-a8d7-0506bdce82f1   MTGox Order Loading

Order event log

Timestamp   Event ID   Event type
Wed Apr 17 02:55:16 2013   e9e3df0e-6595-4821-8130-55394a170024   Quote for new transaction
Wed Apr 17 03:29:27 2013   df578616-34d3-4b9a-b666-95bf653ca778   New Order
Wed Apr 17 03:27:41 2013   f8e510a9-3ac5-43bd-b5ac-ec3501bc0aae   Coinapult Order Loading
Wed Apr 17 03:42:41 2013   9d82365e-ac95-4bbb-9204-81663a888350   MTGox Order Loading

Order event log

Timestamp   Event ID   Event type
Wed Apr 17 02:55:44 2013   5f033883-1ac6-421d-9105-96e0ef253695   Quote for new transaction
Wed Apr 17 03:31:15 2013   0bd0f444-985d-46ce-8d9e-1f67a3f93c10   New Order
Wed Apr 17 03:32:33 2013   8b4c09ed-b10a-4186-a484-123955c9cd6a   MTGox Order Loading
Wed Apr 17 03:47:33 2013   07550e0a-d498-4c17-8097-1c28a0981d9d   Coinapult Order Loading

Is there ANY ADDITIONAL information you require to fulfill your companies obligation to me??

You will want to log these issues at bitinstant.com/contact

Here you issues will go into the support queue and you will receive a solution to your problem.  Thanks for your patience.

[bit cromwell]

is there such thing a btc starter kit or guide i can purchase?

[briang35]

Please help me.  I just deposited all my money to wal-mart doing a moneygram to my bitinstant email and I sent it to the wrong email...  The email I meant to send it to was just made today, and instead of it having .com (domain) at the end like most emails, it has .fr  (france) and I wasn't aware of that.  So I sent it to a non-existant .com email instead of my .fr email. 

I sent a message via the contact us tab on the bitinstant website, but I am worried of how long a response will take, and I really need to get this solved TODAY.  Please and a future thanks

Please be aware that input errors in your order can delay your order.  Please be patient while our customer support team corrects your order and sends it back thru the system.

You are in the support queue as long as you've logged your issue at bitinstant.com/contact

Thanks for your patience.

I appreciated the quick response yesterday, but nothing is happening with my order.  The only email I recieved from you guys is the email confirming my issue.  All that needs to be done is to send my bitcoins to the correct email, it shouldn't take this long.  My event ID is 2b5f7982-dce9-4e61-a664-60d18225c286 but I can't see my order ID on the page just my event and quote ID.
Please get these bitcoins to me in a few hours. 

Have you logged your issue thru our main support channel?  bitinstant.com/contact

This puts you directly into our support queue where our support team is able to work on your issue and try to provide you with a solution!  

What's your zipzap acct. #?

Yes I sent it directly 24 hours ago.  I just tried sending a new one but it wouldn't let me cause I sent it yesterday and it's the same order id.
I don't know if I have a zipzap account number but the refereance/refereal number is 948986614

Do you have any other info about your order?

What else do you need? here quote id: a79d33db-ab3f-4d78-979f-16a34e960d56
Event id 2b5f7982-dce9-4e61-a664-60d18225c286
email coltsfan533333@yahoo.FR

This issue would best be served thru bitinstant.com/contact

Our support times should be greatly improved at this point.  Thanks for your patience.

Well I just tried sending another complaint or w/e but it wouldn't let me because I sent one Two days ago..

The system will not allow you to log a duplicate issue as there is no need.  If you've already logged your issue once then our support team is working on finding you a resolution.  Thanks for your patience.

Okay so yes they just responded to my message but they didn't see the problem.  They still sent it to the wrong (.com) email.  it is supposed to be sent to the right (.FR) email   and now I can't submit another problem

[URSAY]

is there such thing a btc starter kit or guide i can purchase?

It's all out there for free on the internet!

Here's a few to get your started...

bitcoin.org
weusecoins.com

Let me know if you have any specific questions and I wil do my best to help. 

[URSAY]

Please help me.  I just deposited all my money to wal-mart doing a moneygram to my bitinstant email and I sent it to the wrong email...  The email I meant to send it to was just made today, and instead of it having .com (domain) at the end like most emails, it has .fr  (france) and I wasn't aware of that.  So I sent it to a non-existant .com email instead of my .fr email. 

I sent a message via the contact us tab on the bitinstant website, but I am worried of how long a response will take, and I really need to get this solved TODAY.  Please and a future thanks

Please be aware that input errors in your order can delay your order.  Please be patient while our customer support team corrects your order and sends it back thru the system.

You are in the support queue as long as you've logged your issue at bitinstant.com/contact

Thanks for your patience.

I appreciated the quick response yesterday, but nothing is happening with my order.  The only email I recieved from you guys is the email confirming my issue.  All that needs to be done is to send my bitcoins to the correct email, it shouldn't take this long.  My event ID is 2b5f7982-dce9-4e61-a664-60d18225c286 but I can't see my order ID on the page just my event and quote ID.
Please get these bitcoins to me in a few hours. 

Have you logged your issue thru our main support channel?  bitinstant.com/contact

This puts you directly into our support queue where our support team is able to work on your issue and try to provide you with a solution!  

What's your zipzap acct. #?

Yes I sent it directly 24 hours ago.  I just tried sending a new one but it wouldn't let me cause I sent it yesterday and it's the same order id.
I don't know if I have a zipzap account number but the refereance/refereal number is 948986614

Do you have any other info about your order?

What else do you need? here quote id: a79d33db-ab3f-4d78-979f-16a34e960d56
Event id 2b5f7982-dce9-4e61-a664-60d18225c286
email coltsfan533333@yahoo.FR

This issue would best be served thru bitinstant.com/contact

Our support times should be greatly improved at this point.  Thanks for your patience.

Well I just tried sending another complaint or w/e but it wouldn't let me because I sent one Two days ago..

The system will not allow you to log a duplicate issue as there is no need.  If you've already logged your issue once then our support team is working on finding you a resolution.  Thanks for your patience.

Okay so yes they just responded to my message but they didn't see the problem.  They still sent it to the wrong (.com) email.  it is supposed to be sent to the right (.FR) email   and now I can't submit another problem

I'm sorry that we were unable to solve your problem.  I have re-logged your issue and I will try to get some traction for you on a resolution.  Thanks.

[briang35]

Please help me.  I just deposited all my money to wal-mart doing a moneygram to my bitinstant email and I sent it to the wrong email...  The email I meant to send it to was just made today, and instead of it having .com (domain) at the end like most emails, it has .fr  (france) and I wasn't aware of that.  So I sent it to a non-existant .com email instead of my .fr email. 

I sent a message via the contact us tab on the bitinstant website, but I am worried of how long a response will take, and I really need to get this solved TODAY.  Please and a future thanks

Please be aware that input errors in your order can delay your order.  Please be patient while our customer support team corrects your order and sends it back thru the system.

You are in the support queue as long as you've logged your issue at bitinstant.com/contact

Thanks for your patience.

I appreciated the quick response yesterday, but nothing is happening with my order.  The only email I recieved from you guys is the email confirming my issue.  All that needs to be done is to send my bitcoins to the correct email, it shouldn't take this long.  My event ID is 2b5f7982-dce9-4e61-a664-60d18225c286 but I can't see my order ID on the page just my event and quote ID.
Please get these bitcoins to me in a few hours. 

Have you logged your issue thru our main support channel?  bitinstant.com/contact

This puts you directly into our support queue where our support team is able to work on your issue and try to provide you with a solution!  

What's your zipzap acct. #?

Yes I sent it directly 24 hours ago.  I just tried sending a new one but it wouldn't let me cause I sent it yesterday and it's the same order id.
I don't know if I have a zipzap account number but the refereance/refereal number is 948986614

Do you have any other info about your order?

What else do you need? here quote id: a79d33db-ab3f-4d78-979f-16a34e960d56
Event id 2b5f7982-dce9-4e61-a664-60d18225c286
email coltsfan533333@yahoo.FR

This issue would best be served thru bitinstant.com/contact

Our support times should be greatly improved at this point.  Thanks for your patience.

Well I just tried sending another complaint or w/e but it wouldn't let me because I sent one Two days ago..

The system will not allow you to log a duplicate issue as there is no need.  If you've already logged your issue once then our support team is working on finding you a resolution.  Thanks for your patience.

Okay so yes they just responded to my message but they didn't see the problem.  They still sent it to the wrong (.com) email.  it is supposed to be sent to the right (.FR) email   and now I can't submit another problem

I'm sorry that we were unable to solve your problem.  I have re-logged your issue and I will try to get some traction for you on a resolution.  Thanks.

Thanks. Let me know in a response on here

[lordgrows]

URsay, please let me clarify a question I have.

Site says 500 for any deposit or 1000 for bank cash deposit, and 2000 per day.

That is:
Coupons/Non-fiat: US$ 500
Cash deposit: US$ 1000 per deposit
Daily limit: US$ 2000 (so two cash deposits total)

Brazil "Boleto" method fits in the $1000 or the $500 limit?

On my last operations ZipZap only allowed me $350 on a single transaction although the limits should be higher as per your site.

[zxr829]

It's been 48 hours since my order and quite a bit of time since I submitted a ticket through the support page on the site. I noticed you've been able to push some other people's orders. Would that be possible for mine? It was Dwolla->bitcoin address. Order info:

Order ID   9b7a6ec6-d7dc-465e-8690-6a2024b858af
Quote ID   d9d14ae7-407b-4906-8b5f-cabb8f9fb420
Event ID   4a091be2-c970-4001-a4f4-6e8b593760fa

I wish I personally could solve this issue for you but I would need to escalate for resolution.  This support issue would best be served thru bitinstant.com/contact

Our support queue wait times are improving very rapidly. 

I submitted it to bitinstant.com/contact 2 days ago. >_>

Because support times are improving, I'm sure you will see a resolution soon!

Nearing 72 hours and still nothing... :/

[Droganan]

About this order

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

Any idea when I should expect to hear back from them? I've only submitted the one ticket and have waited patiently but it would be nice to know exactly where I am or if there is a way to get things going. You know?

[caffeineJoe]

any idea when this "where is my money" issue going to finally be cleared up?
sheesh...

[spiritglove]

Man I did their old so-called chat support, I did their new support, I have been on Reddit and here it has been 11 days now. I keep bringing it up, and nothing gets done

Loading

Order receipt

Order ID    815b80bb-a167-4274-a6a7-cc024000ae65
Quote ID    a5d8b4e4-6a15-412d-b16a-7090fc57f544
Event ID    f3f5f90f-eb95-41c0-8eef-2611bbcad27e
Fees (inclusive)    3.99%%
Amount you paid    $125.0 USD
Amount you will receive    $120.0125 USD
Destination exchange    Bitcoin Address
Destination account    1N4urTfHaZ3WgDmieANFB2Qzc7EYw4NG4k
Order event log
Timestamp    Event ID    Event type
Sat Apr 6 00:43:06 2013   f3f5f90f-eb95-41c0-8eef-2611bbcad27e   Quote for new transaction
Sun Apr 7 16:06:17 2013   e3c9b38c-4516-4442-a5d0-67a90f9225d1   New Order
Sun Apr 7 16:04:36 2013   6401146e-4ef4-4d39-a45c-7c2c6b6a35e3   Coinapult Order Loading
Sun Apr 7 16:09:35 2013   0b5e036a-2d0d-4e5f-aa75-b3186c1b5540   MTGox Order Loading


Why is my order still loading while orders that came after mine are being filled???

It's difficult for me to say why your issue has not been yet resolved as I am unable to solve these kinds of issues on my own.  However, the support back log has greatly improved compared to the past few days and weeks.  As long as you submitted your issue to bitinstant.com/contact you should see a resolution very soon.  Thanks for your patience.

I submitted a report to Bitinstant contact, I know you have been busy and your new resolution system does by my experience work better than the old system, which never got my issues resolved.
 However this has not yet been pushed through.

[URSAY]

About this order

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

Any idea when I should expect to hear back from them? I've only submitted the one ticket and have waited patiently but it would be nice to know exactly where I am or if there is a way to get things going. You know?

Looks like you already have your coins...no?

https://blockchain.info/address/1HZLpNTUAgjk4aE88a6AZ9GJneRJqWoysV

[URSAY]

any idea when this "where is my money" issue going to finally be cleared up?
sheesh...

Are you still owed BTC for your order or are you asking about that claim for a fee reversal because you are unsatisfied?

[URSAY]

Man I did their old so-called chat support, I did their new support, I have been on Reddit and here it has been 11 days now. I keep bringing it up, and nothing gets done

Loading

Order receipt

Order ID    815b80bb-a167-4274-a6a7-cc024000ae65
Quote ID    a5d8b4e4-6a15-412d-b16a-7090fc57f544
Event ID    f3f5f90f-eb95-41c0-8eef-2611bbcad27e
Fees (inclusive)    3.99%%
Amount you paid    $125.0 USD
Amount you will receive    $120.0125 USD
Destination exchange    Bitcoin Address
Destination account    1N4urTfHaZ3WgDmieANFB2Qzc7EYw4NG4k
Order event log
Timestamp    Event ID    Event type
Sat Apr 6 00:43:06 2013   f3f5f90f-eb95-41c0-8eef-2611bbcad27e   Quote for new transaction
Sun Apr 7 16:06:17 2013   e3c9b38c-4516-4442-a5d0-67a90f9225d1   New Order
Sun Apr 7 16:04:36 2013   6401146e-4ef4-4d39-a45c-7c2c6b6a35e3   Coinapult Order Loading
Sun Apr 7 16:09:35 2013   0b5e036a-2d0d-4e5f-aa75-b3186c1b5540   MTGox Order Loading


Why is my order still loading while orders that came after mine are being filled???

It's difficult for me to say why your issue has not been yet resolved as I am unable to solve these kinds of issues on my own.  However, the support back log has greatly improved compared to the past few days and weeks.  As long as you submitted your issue to bitinstant.com/contact you should see a resolution very soon.  Thanks for your patience.

I submitted a report to Bitinstant contact, I know you have been busy and your new resolution system does by my experience work better than the old system, which never got my issues resolved.
 However this has not yet been pushed through.

Some issues can take time to resolve.  Please give our support team a chance to look into your issue and help provide you with a solution.  Thanks.

[bigpoppapump69]

Ursay,

Several days ago I notified you that my I was still waiting on 0.39 bitcoins to arrive in my account.  I was originally on the 4/8 list, until a portion of my deposit went through successfully, upon which I closed that claim and joined the 4/10 list.  You said that my funds should arrive that day, several days ago.  They still have not arrived.  Please let me know when I can expect to receive the remaining bitcoins in my MTGox account.  Thanks for your help.

bigpoppapump69

[silient]

Still nothing. been pushed twice...
zipzap account: 754 049 468

Isthere anything you can do at all?

[Gareth Nelson]

Man I did their old so-called chat support, I did their new support, I have been on Reddit and here it has been 11 days now. I keep bringing it up, and nothing gets done

Loading

Order receipt

Order ID    815b80bb-a167-4274-a6a7-cc024000ae65
Quote ID    a5d8b4e4-6a15-412d-b16a-7090fc57f544
Event ID    f3f5f90f-eb95-41c0-8eef-2611bbcad27e
Fees (inclusive)    3.99%%
Amount you paid    $125.0 USD
Amount you will receive    $120.0125 USD
Destination exchange    Bitcoin Address
Destination account    1N4urTfHaZ3WgDmieANFB2Qzc7EYw4NG4k
Order event log
Timestamp    Event ID    Event type
Sat Apr 6 00:43:06 2013   f3f5f90f-eb95-41c0-8eef-2611bbcad27e   Quote for new transaction
Sun Apr 7 16:06:17 2013   e3c9b38c-4516-4442-a5d0-67a90f9225d1   New Order
Sun Apr 7 16:04:36 2013   6401146e-4ef4-4d39-a45c-7c2c6b6a35e3   Coinapult Order Loading
Sun Apr 7 16:09:35 2013   0b5e036a-2d0d-4e5f-aa75-b3186c1b5540   MTGox Order Loading


Why is my order still loading while orders that came after mine are being filled???

Resolved

[dave859]

What is going on with the site? The transaction failes due to the error "Dwolla failed verification - unable to locate" but I have used Dwolla before and send them the verification documents.

Case #1034
Event ID    1e61b2d1-84b0-4b1c-bba7-a1ee9842ecbe