Official Newbie BitInstant Support Thread (Active Customer Support)

[Gareth Nelson]

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

We've disabled dwolla due to this issue until it can be fixed - you shouldn't see the option listed on the site right now for that reason.
I'll get this manually verified and sent for you.

[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???

Resolved

 Thank you Garret I appreciate you finally coming through for me.

[URSAY]

Betelquese / dookiedue / caffeineJoe / chase1420

Your price execution issues have been processed and refunded.  Your open issues are now closed.

Thanks for your patience.

Are you another user who has logged a price execution issues with me?  I need your emails to process these refunds and many of you have not given me your emails.  Never hurts to check in. 

[Luckybit]

Still haven't received Bitcoins owed since April 3 2013. What is going on with Bitinstant?

[keeron]

URSAY,

I have reported my issue via bitinstant.com/contact, as well as at reddit (my userid : keeron). It is been almost a week without any progress.

Can you please look into this?

The order details: https://www.bitinstant.com/order_status/2d917156-b01d-4d98-afc0-3dd81b876c9a

The transaction that was completed: https://blockchain.info/tx/eadd9eb275de687a9608cdf8bae34e7b90dc579f394f5df096cf5d886828e69d

Everything you need to know should be in those 2 links. The short story is that I was quoted $312.03 and was given BTC worth $275.80. All the fees are included when the quote is given to the user, so I am essentially missing BTC worth $36.23

I have also emailed Charlie@BitInstant after my support query wasn't answered for few days. Since this seems another channel that you are resolving issues, here's my issue :-)

I am itching to use the service again, but until things like these are resolved (quickly!) you are going to lose out on users like me.

Thanks,
Keeron

[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... :/

Well, we are at 76 hours and counting. No response from BitInstant regarding my ticket except for what has been posted in this thread. Still waiting on my bitcoins. Getting really irritated. >_>

[eliteelectrician]

I already went through bitinstant support on the main page with no response back whatsoever its been four days and still nothing.

[FireBlazzer]

hello... i have only recieved partial payment.

1. i did not recieve the amount of bitcoins i paid for... i only got 0.75 btc..... i should have goten around 1.4 btc at the time my order was placed.

2.  it seems you did not waive the fees

3. why i have not been given addtional compensation for my losses and your companys failure to meet there written guarantee?.. i better be.

so you have alot more work cut out for your bitinstant... before we come close to resolving this dispute,

1. send me the rest of the bitcoins you owe me... about  0.65 BTC to ajust for the correct price of Bitcoins at the time i placed my order...

2.  refund the cash or send me extra bitcoins for the fees you charged that most likley have not been refunded from my calculations... these fees need to be waived.

3.  i expect additional compensation for signifcaint lossses due to the failure to meet many of your own deadlines.....   this is not optional, and its in your companys best interest to make sure i recieve something for my many trubbles, due to your companys many failures to uphold the promisses they have made.

*give me the rest of the bitcoins you owe me for the wrongful price you placed my order at.... you owe me about 0.65 BTC

* waive the fees and make sure my next payment reflects that

* send me reasonable compensation for my losses incured due to your companys failure to meet its assurances.... a couple btc extra will be considerd acceptbale since im in a good mood.

you might need some help on this one ursay.

and may i respectfuly remind you... im Not one of your normal customers... so i suggest your company gets it right this time.

...

here is my info.. in case you needed it yet again.

quote ID:  38d38cad-8c20-496f-b7a3-b103bbcd120

Event ID: d2d9e99b-ea32-442b-9ce6-e18f4c9ea603

zipzap given Account Number: 177574217

...

i am watching with interest at how this is resolved.... the trust bitinstant is on the line here

[akabmikua]

Waiting.....Waiting.....Waiting.....Waiting.......Waiting.........Waiting...... ..Waiting........Waiting.......Waiting.........

Its been 16 days now!!!!

@URSAY, come on. (Actually not just URSAY, but BitInstant)

I am waiting for 16 days, and I have not got the money.

!!!!!!!!!PLEASE DO SOMETHING!!!!!!!!!!

https://www.bitinstant.com/order_status/eaefb4e7-db15-4749-b7a7-839c95a78ae2
https://www.bitinstant.com/order_status/b05bd112-a450-46af-bf6a-43f062b23a78


PLEASE DO SOMETHING!

[duquevalentino]

Hi URSAY, how are you today?

I made a NEW order again on 18/04 with these details:

Quote ID   69d14d72-624d-4d9d-943c-db42d87a6f47
Event ID   75918642-71b2-492f-8975-dc03b1271cb1
Quote valid until   Thu Apr 18 07:01:58 2013
Fees (Not inclusive of ZipZap)   3.99%%
Amount you need to pay   $500.0 USD
Amount you will receive   $480.05 USD
Expected delivery time(HH:MM:SS)   0:30:00
Guaranteed delivery time (HH:MM:SS)   1 day, 0:00:00
Destination exchange   MtGox
ZipZap Account: 562392803
MTGOX: M09228152X

I already made a submit in bitinstant.com/contact and waiting for execution.

Thank you for attention

[Gareth Nelson]

URSAY,

I have reported my issue via bitinstant.com/contact, as well as at reddit (my userid : keeron). It is been almost a week without any progress.

Can you please look into this?

The order details: https://www.bitinstant.com/order_status/2d917156-b01d-4d98-afc0-3dd81b876c9a

The transaction that was completed: https://blockchain.info/tx/eadd9eb275de687a9608cdf8bae34e7b90dc579f394f5df096cf5d886828e69d

Everything you need to know should be in those 2 links. The short story is that I was quoted $312.03 and was given BTC worth $275.80. All the fees are included when the quote is given to the user, so I am essentially missing BTC worth $36.23

I have also emailed Charlie@BitInstant after my support query wasn't answered for few days. Since this seems another channel that you are resolving issues, here's my issue :-)

I am itching to use the service again, but until things like these are resolved (quickly!) you are going to lose out on users like me.

Thanks,
Keeron

Sorting this for you now, wait one moment

[Gareth Nelson]

keeron:
https://www.bitinstant.com/order_status/b9ac8678-8911-4552-b270-9ba7351c3eb4

[Gareth Nelson]

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... :/

Well, we are at 76 hours and counting. No response from BitInstant regarding my ticket except for what has been posted in this thread. Still waiting on my bitcoins. Getting really irritated. >_>

I've dropped a link to your order in our internal support chat with a request for it to be cancelled and a manual transfer issued (the reason for this is because dwolla will not reverify). You should expect it to arrive sometime today, if it does not please get hold of me personally or post again on this thread.

[silient]

Been pushed twice. Still nothing. Can you please do something?
I really need these funds to move....

zipzap account 754 049 468

[akabmikua]

Waiting.....Waiting.....Waiting.....Waiting.......Waiting.........Waiting...... ..Waiting........Waiting.......Waiting.........

Its been 16 days now!!!!

@URSAY, come on. (Actually not just URSAY, but BitInstant)

I am waiting for 16 days, and I have not got the money.

!!!!!!!!!PLEASE DO SOMETHING!!!!!!!!!!

https://www.bitinstant.com/order_status/eaefb4e7-db15-4749-b7a7-839c95a78ae2
https://www.bitinstant.com/order_status/b05bd112-a450-46af-bf6a-43f062b23a78


PLEASE DO SOMETHING!

@Garenth, can you please help me??

Waiting for 16 days and still no result.

[FireBlazzer]

Waiting.....Waiting.....Waiting.....Waiting.......Waiting.........Waiting...... ..Waiting........Waiting.......Waiting.........

Its been 16 days now!!!!

@URSAY, come on. (Actually not just URSAY, but BitInstant)

I am waiting for 16 days, and I have not got the money.

!!!!!!!!!PLEASE DO SOMETHING!!!!!!!!!!

https://www.bitinstant.com/order_status/eaefb4e7-db15-4749-b7a7-839c95a78ae2
https://www.bitinstant.com/order_status/b05bd112-a450-46af-bf6a-43f062b23a78


PLEASE DO SOMETHING!

just out of curiosity... may i ask what kind of order you placed?... i dont work for bitinstantm im just a bit shocked it would take to so long to resolve and was curious to see what type of order u placed.

[akabmikua]

Waiting.....Waiting.....Waiting.....Waiting.......Waiting.........Waiting...... ..Waiting........Waiting.......Waiting.........

Its been 16 days now!!!!

@URSAY, come on. (Actually not just URSAY, but BitInstant)

I am waiting for 16 days, and I have not got the money.

!!!!!!!!!PLEASE DO SOMETHING!!!!!!!!!!

https://www.bitinstant.com/order_status/eaefb4e7-db15-4749-b7a7-839c95a78ae2
https://www.bitinstant.com/order_status/b05bd112-a450-46af-bf6a-43f062b23a78


PLEASE DO SOMETHING!

just out of curiosity... may i ask what kind of order you placed?... i dont work for bitinstantm im just a bit shocked it would take to so long to resolve and was curious to see what type of order u placed.

I just placed the order from BTC-E code to Bitcoin Address. Its pretty simple to resolve, but Bitinstant is taking forever!!


EDIT: You can see that second order says "BTC-E coupon deposited at BitInstant account" at the end of event log.

[FireBlazzer]

Waiting.....Waiting.....Waiting.....Waiting.......Waiting.........Waiting...... ..Waiting........Waiting.......Waiting.........

Its been 16 days now!!!!

@URSAY, come on. (Actually not just URSAY, but BitInstant)

I am waiting for 16 days, and I have not got the money.

!!!!!!!!!PLEASE DO SOMETHING!!!!!!!!!!

https://www.bitinstant.com/order_status/eaefb4e7-db15-4749-b7a7-839c95a78ae2
https://www.bitinstant.com/order_status/b05bd112-a450-46af-bf6a-43f062b23a78


PLEASE DO SOMETHING!

just out of curiosity... may i ask what kind of order you placed?... i dont work for bitinstantm im just a bit shocked it would take to so long to resolve and was curious to see what type of order u placed.

I just placed the order from BTC-E code to Bitcoin Address. Its pretty simple to resolve, but Bitinstant is taking forever!!


EDIT: You can see that second order says "BTC-E coupon deposited at BitInstant account" at the end of event log.

ahh... i am sorry for ur pain

[akabmikua]

Waiting.....Waiting.....Waiting.....Waiting.......Waiting.........Waiting...... ..Waiting........Waiting.......Waiting.........

Its been 16 days now!!!!

@URSAY, come on. (Actually not just URSAY, but BitInstant)

I am waiting for 16 days, and I have not got the money.

!!!!!!!!!PLEASE DO SOMETHING!!!!!!!!!!

https://www.bitinstant.com/order_status/eaefb4e7-db15-4749-b7a7-839c95a78ae2
https://www.bitinstant.com/order_status/b05bd112-a450-46af-bf6a-43f062b23a78


PLEASE DO SOMETHING!

just out of curiosity... may i ask what kind of order you placed?... i dont work for bitinstantm im just a bit shocked it would take to so long to resolve and was curious to see what type of order u placed.

I just placed the order from BTC-E code to Bitcoin Address. Its pretty simple to resolve, but Bitinstant is taking forever!!


EDIT: You can see that second order says "BTC-E coupon deposited at BitInstant account" at the end of event log.

ahh... i am sorry for ur pain

You need not to be. Its Bitinstant who should .

They should solve this problem faster...

[Gareth Nelson]

Waiting.....Waiting.....Waiting.....Waiting.......Waiting.........Waiting...... ..Waiting........Waiting.......Waiting.........

Its been 16 days now!!!!

@URSAY, come on. (Actually not just URSAY, but BitInstant)

I am waiting for 16 days, and I have not got the money.

!!!!!!!!!PLEASE DO SOMETHING!!!!!!!!!!

https://www.bitinstant.com/order_status/eaefb4e7-db15-4749-b7a7-839c95a78ae2
https://www.bitinstant.com/order_status/b05bd112-a450-46af-bf6a-43f062b23a78


PLEASE DO SOMETHING!

just out of curiosity... may i ask what kind of order you placed?... i dont work for bitinstantm im just a bit shocked it would take to so long to resolve and was curious to see what type of order u placed.

I just placed the order from BTC-E code to Bitcoin Address. Its pretty simple to resolve, but Bitinstant is taking forever!!


EDIT: You can see that second order says "BTC-E coupon deposited at BitInstant account" at the end of event log.

Both of these orders executed and were sent to coinapult, please email ira@coinapult.com and if you don't get a response today then PM me here and i'll grab hold of him for you.