Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Hi. I dont have my order #. Never received any confirmations from bitinstant.
ZipZap 994249225
coin address 1Nv1r7FMFtEfbrbmGe3WnHn9kvjk3Y1gzQ

Your order ID # is 474c99a4-e498-4937-bf8d-fa6be9175e4b

I've given you a manual push! 

[1715186496]

1715186496

[1715186496]

1715186496

[1715186496]

1715186496

[1715186496]

1715186496

[1715186496]

1715186496

[URSAY]

how long does it take for a deposit to go through and to withdrawl ?

thanks

It used to be within the hour or less. Now they promise you within 24 hours but if you look at the past 300+ pages in this forum alone there are many unhappy customers lately over the past 21 or so days. I got lucky my issue was on day 1 and i found my way here quickly and i got resolution (4+ days). There are many going on 1-3 weeks with no resolution. I would question my sanity if i used their services again.

The past 24 hours we've been handling the vast majority of orders within 2 hours due to some recent improvements.

What about me? My problem hasn't been resolved and it's been over 2 weeks. Some people have unresolved issues going further back. This has not been a pleasant experience.

I've given you this answer many times...

zipzap 785119595

This processed successfully on April 2nd.

See here: https://blockchain.info/address/1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg

[RESOLVED]

[URSAY]

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

I believe you received this similar response from support quite sometime ago...?

zipzap 785119595
This processed successfully on April 2nd.

See here: https://blockchain.info/address/1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg

[RESOLVED]

No I believe something went wrong. I did make a purchase a day before and one of them went through, but the purchase on April 3rd did not go through. How does showing me something from April 2nd account for April 3rd?

The payment from April 2 is this one
Hey there,

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


PLEASE NOTE: If are are planning to fund a third-party wallet, we are not liable for their delay in crediting you. Please check www.blockchain.info with your address to verify we sent the transactions before emailing support about an order not received.


OrderID: 4f2595c9-0007-48b8-9b03-0f9d922211f7
EventID: 82abd759-7988-4af6-9c18-b3e24fd85671
DestAccount: 1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg
QuoteID: b7d770b4-86e0-4e31-a6c8-0bba104a8c48
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1364918455.97
APIResponse: {'Transaction_id': u'515b00483fa78d54fa0ea749'}
FundsSent: $480.05 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.

Account Number: 637645888 <-- I received my coins on April 2nd associated with this account. This one went through just fine. I'm talking about April 3rd.


Amount to Pay: $503.95
Account Number: 785119595 <- I never received the coins for this payment in association with this account number.

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.

We value your feedback and would appreciate your participation in a short, 30-second survey, which you can access here: http://www.surveymonkey.com/s/P6TZQ58.
Your involvement enables us to continuously create better experiences for you, and others like you.

Thank you for using ZipZap, the Global Cash Transaction Network.

http://www.zipzapinc.com

If you have any questions, comments or concerns please email us at support@zipzapinc.com

So while April 2nd everything went fine, April 3rd was a disaster. So it goes I paid $503 on April 2nd and received the coins. On April 3rd I paid another $503 and never received the coins. I made a final purchase on April 12 paying $503 and I received the coins.

The issue from April 3rd is not resolved. April 2nd was never a problem. April 12th was resolved.

I've looked up the order info you gave me and it appears the order has gone thru...

https://blockchain.info/address/1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg

[URSAY]

Ursay maybe it's possible that Bitinstant got my orders mixed up somehow. The order from April 2nd and April 3rd. Both were paid for, that is all I know from my end.

All I know is I sent money to both account numbers but only received half the coins. The emails were sent from Zipzap confirming that fact.

The blockchain https://blockchain.info/address/1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg

This seems to be showing the order from April 2nd which I did receive and which is associated with the Bitinstant email saying:
OrderID: 4f2595c9-0007-48b8-9b03-0f9d922211f7
EventID: 82abd759-7988-4af6-9c18-b3e24fd85671
DestAccount: 1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg
QuoteID: b7d770b4-86e0-4e31-a6c8-0bba104a8c48
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1364918455.97
APIResponse: {'Transaction_id': u'515b00483fa78d54fa0ea749'}
FundsSent: $480.05 USD


But the order from April 3rd I received no email like this yet Zipzap confirms I deposited the money. My guess is either Zipzap or Bitinstant mixed up my orders.

You keep giving me order info for a successul order.  Show me order info for your unsuccessful order and I will try to help.

[URSAY]

Reposting my question as I did not get an answer:

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.

I'm sorry that I do not know the answer to this and how it relates to Brazil.  Please submit your question at bitinstant.com/contact

[URSAY]

how long does it take for a deposit to go through and to withdrawl ?

thanks

It used to be within the hour or less. Now they promise you within 24 hours but if you look at the past 300+ pages in this forum alone there are many unhappy customers lately over the past 21 or so days. I got lucky my issue was on day 1 and i found my way here quickly and i got resolution (4+ days). There are many going on 1-3 weeks with no resolution. I would question my sanity if i used their services again.

The past 24 hours we've been handling the vast majority of orders within 2 hours due to some recent improvements.

and what of my order?

its been way over 2 hours... its been about 4 days now... and when i did recieve BTC's... it was at a price far higher then when i orginaly paid for it... resulting in much less btc... im still missing almost half my order,  i got about .75... i should have goten about 1.4

i was charged fees...

nothing was given to compensate for my losses...

i dont know what is going on with bitinstant right now... in the past, i couldent get home from walmart fast enough and my bitcoins used to be there already... now it seems like i have to climb a huge hill to complete a transaction that used to be quick and easy.

Order info?  Order ID #?  Quote ID #?

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

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

zipzap Account Number: 177574217

Looks like another successful order! 

https://blockchain.info/address/1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

[URSAY]

STILL NOT FIXED:

this is the wrong account number

I copied and pasted the account number from mt. gox

it is M03338532X

PLEASE FIX THIS

email is skyhenge@yahoo.com

OrderID: a4c81489-5c9b-43bb-8556-7232450475f8
EventID: 3db82901-e542-4817-9d80-86557f969f99
DestAccount: M0338532X
QuoteID: c8d9e06b-409a-4715-9930-255f81b5f273
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365893107.95
APIResponse: {u'return': {u'xfer': u'149b2dbc-d9cd-4afb-9d2d-ac7d7ae0e244', u'amount': {u'value_int': u'12001250', u'currency': u'USD', u'display_short': u'$120.01', u'display': u'$120.01250', u'value': u'120.01250'}, u'tx_in': u'00000000-0000-0000-0000-0000000000000', u'tx_out': u'00000000-0000-0000-0000-0000000000000'}, u'result': u'success'}
FundsSent: $120.0125 USD

it has been over a week

PLEEEEEEASE ESCALATE THIS AND GET IT DONE

there is no excuse for this shitty customer service

I WANT MY MONEY BACK

I COULD HAVE BOUGHT OVER TWO BITCOINS NOW I CANNOT EVEN GET ONE

THIS SUCKS

I DID MY PART - already made contact form - they did not read my issue

I HAVE WAITED

TIRED OF WAITING

I WANT MY MONEY BACK IF IT IS NOT FIXED BY TOMORROW

THANK YOU VERY MUCH

I'm sorry that you are having issues with your order caused by your error in entry.  Have you logged a support issue at bitinstant.com/contact   ?

Support times are improving greatly recently! 

[URSAY]

So when will the option to send to BTC-E be re-added?

Options are often added and removed based on multiple changing circumstances.  Please check back for that functionality.  Thanks.

[URSAY]

I feel like I'm being ignored at this point.... Its been well over a week. And you guys aren't even replying anymore..., can soemone PLEASE help me get my money?



zipzap account: 754 049 468

Have you added you issue to our support queue?  Once it's in our queue then our support agents can find you a solution.  bitinstant.com/contact

Your order ID # is 5c1f12c6-b685-42e7-8f1e-ffd958554344

[URSAY]

Hi. I dont have my order #. Never received any confirmations from bitinstant.
ZipZap 994249225
coin address 1Nv1r7FMFtEfbrbmGe3WnHn9kvjk3Y1gzQ

Sorry for being impatient, but could someone just let me know that you are working on my problem. I logged the issue at bitinstant (case #1586). Thanks

If you haven't logged your issue at bitinstant.com/contact then you should!  This is our main support channel. 

[URSAY]

***TAKE NOTE***

 

Gox has been down for a while now.

If your order involves Gox then we cannot process it until Gox comes back online.

Thanks for your understanding.

 

[mikewaller]

Hi. I dont have my order #. Never received any confirmations from bitinstant.
ZipZap 994249225
coin address 1Nv1r7FMFtEfbrbmGe3WnHn9kvjk3Y1gzQ

Your order ID # is 474c99a4-e498-4937-bf8d-fa6be9175e4b

I've given you a manual push! 

Thank you URSAY

[mikewaller]

Hi. I dont have my order #. Never received any confirmations from bitinstant.
ZipZap 994249225
coin address 1Nv1r7FMFtEfbrbmGe3WnHn9kvjk3Y1gzQ

Your order ID # is 474c99a4-e498-4937-bf8d-fa6be9175e4b

I've given you a manual push! 

Thank you URSAY

Im not sure if it matters, but I after checking the status of my order (now that I have the ID #) I noticed that 1 letter was not capitalized in my coin address
1Nv1r7FMFtEfbrbmGe3WnHn9kvjk3Y1gzQ = correct address
1Nv1r7FMFtefbrbmGe3WnHn9kvjk3Y1gzQ = incorrect address on the status page of bitinstant

[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

Any news? still haven't received the coins.  Remember the only thing I need done is to have the bitcoins sent to my correct email, not the non-existing one I accidentally sent them to.  It's been a 3-4 days

[Luckybit]

Ursay maybe it's possible that Bitinstant got my orders mixed up somehow. The order from April 2nd and April 3rd. Both were paid for, that is all I know from my end.

All I know is I sent money to both account numbers but only received half the coins. The emails were sent from Zipzap confirming that fact.

The blockchain https://blockchain.info/address/1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg

This seems to be showing the order from April 2nd which I did receive and which is associated with the Bitinstant email saying:
OrderID: 4f2595c9-0007-48b8-9b03-0f9d922211f7
EventID: 82abd759-7988-4af6-9c18-b3e24fd85671
DestAccount: 1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg
QuoteID: b7d770b4-86e0-4e31-a6c8-0bba104a8c48
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1364918455.97
APIResponse: {'Transaction_id': u'515b00483fa78d54fa0ea749'}
FundsSent: $480.05 USD


But the order from April 3rd I received no email like this yet Zipzap confirms I deposited the money. My guess is either Zipzap or Bitinstant mixed up my orders.

You keep giving me order info for a successul order.  Show me order info for your unsuccessful order and I will try to help.

There are two orders. The one on April 2nd was successful, the one on April 3rd was not. The info from the unsuccessful order on April 3rd, all I have is the email from Zipzap which said:

Amount to Pay: $503.95
Account Number: 785119595

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.

We value your feedback and would appreciate your participation in a short, 30-second survey, which you can access here: http://www.surveymonkey.com/s/P6TZQ58.
Your involvement enables us to continuously create better experiences for you, and others like you.

Thank you for using ZipZap, the Global Cash Transaction Network.

http://www.zipzapinc.com


And this email message was delivered on April 3rd at 9:11 AM EST. So if they sent this email it means they received my payment which I deposited at that time.

Can you contact Zipzap and check to see if payments were sent to these two account numbers?  

785 119 595 and 637 645 888

Zipzap has my money whether Bitinstant received it or not I don't know. But I do know they have it and they emailed me confirming that they have it on that day at that time. So if they made a mistake I'd like a refund from them and if Bitinstant made a mistake then I'd like my coins.

To anyone reading this thread:

According to Bitinstant the 785 119 595 account number was for a blockchain a day earlier but can anyone see how illogical that is? I received confirmation from Zipzap for a payment on April 3rd that I made on April 3rd, apparently Bitinstant never received the payment and is attributing it to a payment I made on April 2nd. But I made two payments, one which was made on Tuesday April 2 and one which was made on Wednesday April 3.

This would mean Zipzap had to receive two different payments to two different account numbers but somehow confused them as one? If I would have somehow mistakenly made two payments to the same account number (the only possible explanation for this) then they would still owe me a refund because they would still have the money. This would take Bitinstant off the hook if that is what happened but I'm looking at the documents I have and in my records I paid to two different account numbers.

This means Zipzap was sent $503 to these two accounts Account Number: 637645888 and Account Number: 785119595 on two separate days. My guess is if Bitinstant didn't make the error then Zipzap did, but either way I want my refund as it's been almost 3 weeks now and $503 is a significant amount of money.

[Luckybit]

Ursay I'm going to give you and Bitinstant the benefit of a doubt. I've contacted Zipzap to find out if they screwed up and lost my money.

[FireBlazzer]

how long does it take for a deposit to go through and to withdrawl ?

thanks

It used to be within the hour or less. Now they promise you within 24 hours but if you look at the past 300+ pages in this forum alone there are many unhappy customers lately over the past 21 or so days. I got lucky my issue was on day 1 and i found my way here quickly and i got resolution (4+ days). There are many going on 1-3 weeks with no resolution. I would question my sanity if i used their services again.

The past 24 hours we've been handling the vast majority of orders within 2 hours due to some recent improvements.

and what of my order?

its been way over 2 hours... its been about 4 days now... and when i did recieve BTC's... it was at a price far higher then when i orginaly paid for it... resulting in much less btc... im still missing almost half my order,  i got about .75... i should have goten about 1.4

i was charged fees...

nothing was given to compensate for my losses...

i dont know what is going on with bitinstant right now... in the past, i couldent get home from walmart fast enough and my bitcoins used to be there already... now it seems like i have to climb a huge hill to complete a transaction that used to be quick and easy.

Order info?  Order ID #?  Quote ID #?

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

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

zipzap Account Number: 177574217

Looks like another successful order!  

https://blockchain.info/address/1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

what the hell??

1. your still missing almost half my order... you have me the wrong price rate.. resulting in less btc

2. the fees have not been waived.

3. no compensaton has been given to me for my losses.

please stop screwing around... i am at the end of my patiance.

fix my order

[skyhenge]

STILL NOT FIXED:

this is the wrong account number

I copied and pasted the account number from mt. gox

it is M03338532X

PLEASE FIX THIS

email is skyhenge@yahoo.com

OrderID: a4c81489-5c9b-43bb-8556-7232450475f8
EventID: 3db82901-e542-4817-9d80-86557f969f99
DestAccount: M0338532X
QuoteID: c8d9e06b-409a-4715-9930-255f81b5f273
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365893107.95
APIResponse: {u'return': {u'xfer': u'149b2dbc-d9cd-4afb-9d2d-ac7d7ae0e244', u'amount': {u'value_int': u'12001250', u'currency': u'USD', u'display_short': u'$120.01', u'display': u'$120.01250', u'value': u'120.01250'}, u'tx_in': u'00000000-0000-0000-0000-0000000000000', u'tx_out': u'00000000-0000-0000-0000-0000000000000'}, u'result': u'success'}
FundsSent: $120.0125 USD

it has been over a week

PLEEEEEEASE ESCALATE THIS AND GET IT DONE

there is no excuse for this shitty customer service

I WANT MY MONEY BACK

I COULD HAVE BOUGHT OVER TWO BITCOINS NOW I CANNOT EVEN GET ONE

THIS SUCKS

I DID MY PART - already made contact form - they did not read my issue

I HAVE WAITED

TIRED OF WAITING

I WANT MY MONEY BACK IF IT IS NOT FIXED BY TOMORROW

THANK YOU VERY MUCH

I'm sorry that you are having issues with your order caused by your error in entry.  Have you logged a support issue at bitinstant.com/contact   ?

Support times are improving greatly recently! 

yes i did fill in the contact form on the bitinstant website - and contacted charlie



please

how do I get a refund?

tired of this

not worth the effort to me

evidently I'm not supposed to own any bitcoins

[skyhenge]

STILL NOT FIXED:

this is the wrong account number

I copied and pasted the account number from mt. gox

it is M03338532X

PLEASE FIX THIS

email is skyhenge@yahoo.com

OrderID: a4c81489-5c9b-43bb-8556-7232450475f8
EventID: 3db82901-e542-4817-9d80-86557f969f99
DestAccount: M0338532X
QuoteID: c8d9e06b-409a-4715-9930-255f81b5f273
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365893107.95
APIResponse: {u'return': {u'xfer': u'149b2dbc-d9cd-4afb-9d2d-ac7d7ae0e244', u'amount': {u'value_int': u'12001250', u'currency': u'USD', u'display_short': u'$120.01', u'display': u'$120.01250', u'value': u'120.01250'}, u'tx_in': u'00000000-0000-0000-0000-0000000000000', u'tx_out': u'00000000-0000-0000-0000-0000000000000'}, u'result': u'success'}
FundsSent: $120.0125 USD

it has been over a week

PLEEEEEEASE ESCALATE THIS AND GET IT DONE

there is no excuse for this shitty customer service

I WANT MY MONEY BACK

I COULD HAVE BOUGHT OVER TWO BITCOINS NOW I CANNOT EVEN GET ONE

THIS SUCKS

I DID MY PART - already made contact form - they did not read my issue

I HAVE WAITED

TIRED OF WAITING

I WANT MY MONEY BACK IF IT IS NOT FIXED BY TOMORROW

THANK YOU VERY MUCH

I'm sorry that you are having issues with your order caused by your error in entry.  Have you logged a support issue at bitinstant.com/contact   ?

Support times are improving greatly recently! 

[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. >_>

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.

Still nothing...

Still waiting. Come on, BitInstant...It's been over 24 hours since Gareth's response. This is ridiculous.