Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

It has been over 19 hours since my I got my ZipZap successful payment emails. I'm just wondering when I will receive my coins and if I will get them at price of BTC at the time I payed for them.

Have you logged your support issue thru our main support channel?

bitinstant.com/contact

I can't help you if you don't give me any order info to identify your issue.

I just submitted a case. I have used your service many times in the past, and recently have been getting problems. Its just very frustrating because this is causing me to lose money. Thank you if you are able to help.

Thanks for submitting your issue to our support queue.  I would love to look into your issue personally but you still haven't provided me any relevant order info to identify your issue.  

[1715119968]

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[lordgrows]

I also have just submitted a new case to your helpdesk/contact form, quote ID is 0cdf3248-e128-4abb-998f-7a85e86bb19b

[Huey]

It has been over 19 hours since my I got my ZipZap successful payment emails. I'm just wondering when I will receive my coins and if I will get them at price of BTC at the time I payed for them.

Have you logged your support issue thru our main support channel?

bitinstant.com/contact

I can't help you if you don't give me any order info to identify your issue.

I just submitted a case. I have used your service many times in the past, and recently have been getting problems. Its just very frustrating because this is causing me to lose money. Thank you if you are able to help.

Thanks for submitting your issue to our support queue.  I would love to look into your issue personally but you still haven't provided me any relevant order info to identify your issue.  

"in reference to Case # #2122."

Amount to Pay: $353.95
Account Number: 467752796

Amount to Pay: $503.95
Account Number: 575341029

   How can I find my order ID and that info?

[evilzpet]

URSAY how are we looking?  16 days now...

Two $500.00 deposits on 4/7 via moneygram to email: boneddy2000@yahoo.com

Acct# 343 136 495

591 889 621

[URSAY]

It has been over 19 hours since my I got my ZipZap successful payment emails. I'm just wondering when I will receive my coins and if I will get them at price of BTC at the time I payed for them.

Have you logged your support issue thru our main support channel?

bitinstant.com/contact

I can't help you if you don't give me any order info to identify your issue.

I just submitted a case. I have used your service many times in the past, and recently have been getting problems. Its just very frustrating because this is causing me to lose money. Thank you if you are able to help.

Thanks for submitting your issue to our support queue.  I would love to look into your issue personally but you still haven't provided me any relevant order info to identify your issue.  

"in reference to Case # #2122."

Amount to Pay: $353.95
Account Number: 467752796

Amount to Pay: $503.95
Account Number: 575341029

   How can I find my order ID and that info?

This appears to be an issue related to Coinapult.  I've forwarded your issues to them and they are currently working on this along with the other outstanding Coinapult customer issues.  Thanks for your patience.

[URSAY]

URSAY how are we looking?  16 days now...

Two $500.00 deposits on 4/7 via moneygram to email: boneddy2000@yahoo.com

Acct# 343 136 495

591 889 621

It appears your entered your email incorrectly.

boneddy2000@yahooo.com

We will have to manually fix this.  I've sent a test email to this "incorrect" address to see if it will bounce back.  If it does not, you may have sent your funds to someone else.  Thanks for your patience.

[Huey]

Thank you. The help is much appreciated. 

I will stop by in a few hours to update on the situation.

[RainyVermillion]

Lost Money

Hi! Almost 24 hours ago I tried using BitInstant to fund my Mt. Gox account. Some of the transactions eventually showed up in my Mt. Gox, but there is one that still hasn't, and it's worrying me to death. $503.95 of my money has disappeared after successfully getting through ZipZap. The money was never deposited into Mt.Gox.

I lost the order number, but I know that it's one of these three ZipZap transactions ($503.95 each):
893711812, 899646723, or 224400564
.
.
.

URSAY, it's almost been a week and no resolution!  

Could you kindly give me the status of my support ticket (4/9)? When can I expect the money to be deposited into my account? Your response is much appreciated.

Have you been able to figure out which 3 of the transactions that you actually have the issue with?

URSAY, I don't believe that's possible at this point. All I have are the 3 ZipZap account numbers for three transactions of the same amount, and all three transactions were successfully processed. So BitInstant got all my money, but I only got two deposits in my Mt. Gox account and the account history doesn't give any details other than 'Transfer from bitinstant: BitInstant transfer', so I have no way of knowing which of the two made it, and which one didn't. Hopefully I was able to explain that properly.

Because I lost the Order Ids (my computer crashed and BitInstant doesn't send e-mails with Order Ids), I only have the ZipZap account numbers. If your team could look up the account numbers and see which ones were pushed through, you could manually push the one through that didn't make it.

Could you please 'escalate' my issue? It's been a week. Thanks for your help with this!

URSAY, it's been over two weeks now and no funds have been deposited in my account. I've been patiently waiting. May I point out that this was a cash-deposit so no additional calculations need to be done. Just waive the fee, and give me the full amount I put in, which was $500. I just want that amount in my Mt.Gox account as soon as possible.

Could you please push this issue further along?

[URSAY]

Thank you. The help is much appreciated. 

I will stop by in a few hours to update on the situation.

24 hours is more reasonable.  I will likely not have any update for you in a few hours.  Thanks.

[the chief]

URSAY, apparently we're still having problems?

Quote ID   a64a0e52-628f-43ec-bb61-d9006ead1ab5
Event ID   583c9902-2f90-4d3d-b73e-bb493d6ea372
Quote valid until   Tue Apr 23 15:47:26 2013

This should have gone through by now.

[URSAY]

Lost Money

Hi! Almost 24 hours ago I tried using BitInstant to fund my Mt. Gox account. Some of the transactions eventually showed up in my Mt. Gox, but there is one that still hasn't, and it's worrying me to death. $503.95 of my money has disappeared after successfully getting through ZipZap. The money was never deposited into Mt.Gox.

I lost the order number, but I know that it's one of these three ZipZap transactions ($503.95 each):
893711812, 899646723, or 224400564
.
.
.

URSAY, it's almost been a week and no resolution!  

Could you kindly give me the status of my support ticket (4/9)? When can I expect the money to be deposited into my account? Your response is much appreciated.

Have you been able to figure out which 3 of the transactions that you actually have the issue with?

URSAY, I don't believe that's possible at this point. All I have are the 3 ZipZap account numbers for three transactions of the same amount, and all three transactions were successfully processed. So BitInstant got all my money, but I only got two deposits in my Mt. Gox account and the account history doesn't give any details other than 'Transfer from bitinstant: BitInstant transfer', so I have no way of knowing which of the two made it, and which one didn't. Hopefully I was able to explain that properly.

Because I lost the Order Ids (my computer crashed and BitInstant doesn't send e-mails with Order Ids), I only have the ZipZap account numbers. If your team could look up the account numbers and see which ones were pushed through, you could manually push the one through that didn't make it.

Could you please 'escalate' my issue? It's been a week. Thanks for your help with this!

URSAY, it's been over two weeks now and no funds have been deposited in my account. I've been patiently waiting. May I point out that this was a cash-deposit so no additional calculations need to be done. Just waive the fee, and give me the full amount I put in, which was $500. I just want that amount in my Mt.Gox account as soon as possible.

Could you please push this issue further along?

The transaction in question is order ID # a1eea6b4-308e-49be-9b31-796e54bf1251

What is your Gox acct. MX #?

[URSAY]

URSAY, apparently we're still having problems?

Quote ID   a64a0e52-628f-43ec-bb61-d9006ead1ab5
Event ID   583c9902-2f90-4d3d-b73e-bb493d6ea372
Quote valid until   Tue Apr 23 15:47:26 2013

This should have gone through by now.

Have you logged your issue at bitinstant.com/contact   ?

[URSAY]

URSAY, apparently we're still having problems?

Quote ID   a64a0e52-628f-43ec-bb61-d9006ead1ab5
Event ID   583c9902-2f90-4d3d-b73e-bb493d6ea372
Quote valid until   Tue Apr 23 15:47:26 2013

This should have gone through by now.

Your issue is related to Coinapult so I have escalated your issue to them.  Thanks for your patience.

[the chief]

URSAY, apparently we're still having problems?

Quote ID   a64a0e52-628f-43ec-bb61-d9006ead1ab5
Event ID   583c9902-2f90-4d3d-b73e-bb493d6ea372
Quote valid until   Tue Apr 23 15:47:26 2013

This should have gone through by now.

Your issue is related to Coinapult so I have escalated your issue to them.  Thanks for your patience.

1. No, I haven't tried to contact bitinstant as I've never received a response from them directly with issues in the past, only from you here on this thread.

2. I'm not sure about coinault, I did not use them. I simply did cash > bitinstant > btc wallet address.

[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!

@URSAY

Its 20 days now. Still waiting for Bitcoins to arrive.

Any update to my order??

I need this money in a bit of urgency now.

[URSAY]

URSAY, apparently we're still having problems?

Quote ID   a64a0e52-628f-43ec-bb61-d9006ead1ab5
Event ID   583c9902-2f90-4d3d-b73e-bb493d6ea372
Quote valid until   Tue Apr 23 15:47:26 2013

This should have gone through by now.

Your issue is related to Coinapult so I have escalated your issue to them.  Thanks for your patience.

1. No, I haven't tried to contact bitinstant as I've never received a response from them directly with issues in the past, only from you here on this thread.

2. I'm not sure about coinault, I did not use them. I simply did cash > bitinstant > btc wallet address.

1.  If you don't log your issue at bitinstant.com/contact then you risk delaying ANY solution

2.  I am letting you know, your issue is related to Coinapult.  We work with several companies to seamlessly complete your orders.  Once they fix the issue on their end then we can resolve your issue.  Log your issue so it exists in our system please.  bitinstant.com/contact

Thanks.

[the chief]

URSAY, apparently we're still having problems?

Quote ID   a64a0e52-628f-43ec-bb61-d9006ead1ab5
Event ID   583c9902-2f90-4d3d-b73e-bb493d6ea372
Quote valid until   Tue Apr 23 15:47:26 2013

This should have gone through by now.

Your issue is related to Coinapult so I have escalated your issue to them.  Thanks for your patience.

1. No, I haven't tried to contact bitinstant as I've never received a response from them directly with issues in the past, only from you here on this thread.

2. I'm not sure about coinault, I did not use them. I simply did cash > bitinstant > btc wallet address.

1.  If you don't log your issue at bitinstant.com/contact then you risk delaying ANY solution

2.  I am letting you know, your issue is related to Coinapult.  We work with several companies to seamlessly complete your orders.  Once they fix the issue on their end then we can resolve your issue.  Log your issue so it exists in our system please.  bitinstant.com/contact

Thanks.

Ok, will do.

[Huey]

Thank you. The help is much appreciated. 

I will stop by in a few hours to update on the situation.

24 hours is more reasonable.  I will likely not have any update for you in a few hours.  Thanks.

coinapult.com/ seems to be down. Do you know the status on that?

In the 24 hours + the already 20 from when my payment was processed, there is a lot that could happen with the exchange price.
Do I get the Bitcoins at the mtgox exchange price at 4:05pm EST, when my payment was processed by ZipZap?

Sorry about the bother, this is just a major inconvenience.

[URSAY]

Thank you. The help is much appreciated. 

I will stop by in a few hours to update on the situation.

24 hours is more reasonable.  I will likely not have any update for you in a few hours.  Thanks.

coinapult.com/ seems to be down. Do you know the status on that?

In the 24 hours + the already 20 from when my payment was processed, there is a lot that could happen with the exchange price.
Do I get the Bitcoins at the mtgox exchange price at 4:05pm EST, when my payment was processed by ZipZap?

Sorry about the bother, this is just a major inconvenience.

Because we have control over your execution price we can lock in your BTC price at the time of your payment.  Thanks.

[evilzpet]

URSAY how are we looking?  16 days now...

Two $500.00 deposits on 4/7 via moneygram to email: boneddy2000@yahoo.com

Acct# 343 136 495

591 889 621

It appears your entered your email incorrectly.

boneddy2000@yahooo.com

We will have to manually fix this.  I've sent a test email to this "incorrect" address to see if it will bounce back.  If it does not, you may have sent your funds to someone else.  Thanks for your patience.

Wow did I really type that...

Im fairly certain that email does not belong to anyone since Yahoo owns that domain as well.  I will try to contact Yahoo and Coinapult to help with the issue thanks.