Official Newbie BitInstant Support Thread (Active Customer Support)

[evilzpet]

Hey URSAY, those e-mails I sent to the wrong e-mail("yahooo") finally bounced back.  This means that the funds should be available, correct?  Thanks, I appreciate the support!

I have not seen a bounce back on my end.  I will try again.  Thanks.

The funds arrived!!  Thanks URSAY, I appreciate the support and plan on doing more business with bitinstant in the future.  For those of you waiting, you will get your money just be patient.

[1715106049]

1715106049

[1715106049]

1715106049

[1715106049]

1715106049

[URSAY]

Hey URSAY, those e-mails I sent to the wrong e-mail("yahooo") finally bounced back.  This means that the funds should be available, correct?  Thanks, I appreciate the support!

I have not seen a bounce back on my end.  I will try again.  Thanks.

The funds arrived!!  Thanks URSAY, I appreciate the support and plan on doing more business with bitinstant in the future.  For those of you waiting, you will get your money just be patient.

Great to hear!  Another support rep must of handled your issue.  Thanks for helping me by providing your order info and staying clam.  Have a great day! 

[Stellarviews]

Lost Payment made a transaction of $123.95 on April 20th 2013 through Zip Zap via moneygram funds have not posted Zip Zap account number is 534242565 the receive code 9611

[URSAY]

Lost Payment made a transaction of $123.95 on April 20th 2013 through Zip Zap via moneygram funds have not posted Zip Zap account number is 534242565 the receive code 9611

Your issue is related to Coinapult.  I have escalated your issue to the support list that they are working from.  Thanks for your patience. 

[drbitstamp]

Made my deposit about 24 hours ago and still no deposit to my bitstamp, zipzap confirmed payment to bitinstant, i have started a case using your form (case #2097) any update or eta on when this will be pushed through? I have been dealing with bitinstant for over a year and made quite a few transactions and it has never taken this long, below is my deposit info

Quote ID   500817d9-97e5-4e2c-a721-0c49710df13a
Event ID   63508257-1d75-47b7-ba74-e0173f3629ca
Quote valid until   Mon Apr 22 21:16:42 2013
Fees (Not inclusive of ZipZap)   3.99%%
Amount you need to pay   $250.0 USD
Amount you will receive   $240.025 USD
Expected delivery time(HH:MM:SS)   0:30:00
Guaranteed delivery time (HH:MM:SS)   1 day, 0:00:00
Destination exchange   BitStamp


received this from zipzap

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

well going on 48 hours now, i saw that bitinstant is not doing bitstamp as of now, will this effect the deposit i made to my bitstamp account prior to bitinstant not accepting bitstamp deposits???

[keeron]

URSAY or BitInstant support staff:

Just wondering what the process is for getting funds into BitStamp via BitInstant cash transfer?

Not complaining (yet), but I created the order via BitInstant at 5:19 PM, Paid via MoneyGram/ZipZap at 6:35 PM. ZipZap is confirming the payment on their orders page.

I never received the email from BitInstant (verified the email ID as I captured the order screen). And nothing yet in BitStamp account. The only emails I got was from ZipZap about the payment slip.

I hope this one goes smoothly than transfers to Bitcoin or other exchanges ...

BitInstant *quote* id (I didn't get email with my order id): 4295ba6f-199b-431a-98c3-e18b1940fd08

Thanks,
Keeron

I am showing this order as executed.  Is that not the case?

If you still have an issue please log it thru our main support channel...

bitinstant.com/contact

Thanks!

Thanks! (My earlier post was to just ask around the expected timelines given the issues you are having processing payments).

This was indeed executed... For folks still thinking about using this or having doubts, I was very nervous (as you can see from my post) of thinking I had another $300+ down the drain. The whole process took about 12 hrs from the time I transferred cash via MoneyGram to BitInstant depositing the money at my BitStamp.net account.

They do mention 1 hr expected and 1 day guaranteed ... so give it time and then try all the channels you can (starting with the official on their website so they can atleast track your case)

[URSAY]

Made my deposit about 24 hours ago and still no deposit to my bitstamp, zipzap confirmed payment to bitinstant, i have started a case using your form (case #2097) any update or eta on when this will be pushed through? I have been dealing with bitinstant for over a year and made quite a few transactions and it has never taken this long, below is my deposit info

Quote ID   500817d9-97e5-4e2c-a721-0c49710df13a
Event ID   63508257-1d75-47b7-ba74-e0173f3629ca
Quote valid until   Mon Apr 22 21:16:42 2013
Fees (Not inclusive of ZipZap)   3.99%%
Amount you need to pay   $250.0 USD
Amount you will receive   $240.025 USD
Expected delivery time(HH:MM:SS)   0:30:00
Guaranteed delivery time (HH:MM:SS)   1 day, 0:00:00
Destination exchange   BitStamp


received this from zipzap

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

well going on 48 hours now, i saw that bitinstant is not doing bitstamp as of now, will this effect the deposit i made to my bitstamp account prior to bitinstant not accepting bitstamp deposits???

I'm sorry that I do not know the answer to your question.  I would suggest you log your issue at our main support channel so you receive that fastest resolution.  Thanks.

bitinstant.com/contact

[heart_mons]

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.

The reason these were never processed is because both BTCe coupons were for $0.01 (the minimum deposit is $20), but these were entered as $1000 deposits.

-_- That is impossible, I asked that guy to give me a $1000 coupon and a $404 coupon. He gave me the same thing.

When I show him this thread and this response, he gave me this:


Those 2 un-blurred codes are the ones he gave me and I used on Bitinstant.

This is the same issue I'm having.  btc to bitstamp through bitinstant.  Nothing showed up at bitstamp but the code says already redeemed.  I sent a PM to URSAY about it. 

[URSAY]

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.

The reason these were never processed is because both BTCe coupons were for $0.01 (the minimum deposit is $20), but these were entered as $1000 deposits.

-_- That is impossible, I asked that guy to give me a $1000 coupon and a $404 coupon. He gave me the same thing.

When I show him this thread and this response, he gave me this:


Those 2 un-blurred codes are the ones he gave me and I used on Bitinstant.

This is the same issue I'm having.  btc to bitstamp through bitinstant.  Nothing showed up at bitstamp but the code says already redeemed.  I sent a PM to URSAY about it. 

Have you logged your issue with our main support channel?

bitinstant.com/contact

[drbitstamp]

Made my deposit about 24 hours ago and still no deposit to my bitstamp, zipzap confirmed payment to bitinstant, i have started a case using your form (case #2097) any update or eta on when this will be pushed through? I have been dealing with bitinstant for over a year and made quite a few transactions and it has never taken this long, below is my deposit info

Quote ID   500817d9-97e5-4e2c-a721-0c49710df13a
Event ID   63508257-1d75-47b7-ba74-e0173f3629ca
Quote valid until   Mon Apr 22 21:16:42 2013
Fees (Not inclusive of ZipZap)   3.99%%
Amount you need to pay   $250.0 USD
Amount you will receive   $240.025 USD
Expected delivery time(HH:MM:SS)   0:30:00
Guaranteed delivery time (HH:MM:SS)   1 day, 0:00:00
Destination exchange   BitStamp


received this from zipzap

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

well going on 48 hours now, i saw that bitinstant is not doing bitstamp as of now, will this effect the deposit i made to my bitstamp account prior to bitinstant not accepting bitstamp deposits???

I'm sorry that I do not know the answer to your question.  I would suggest you log your issue at our main support channel so you receive that fastest resolution.  Thanks.

bitinstant.com/contact

already did, 24 hours ago, still no reply except the generic email with a case number, with doing that i take it im basically in the same boat as everyone else and waiting.......

[kamizie]

Hi BitInstant Support,

I had made 2 order on Apr 10, The API respond from website said  they were completed but email respond said not.
Orders details:

Code:

OrderID: 4e04c136-0261-4edf-bca2-8a3780453810
EventID: 4ee12c70-60a0-436f-998b-7f5412902b6f
DestAccount: 46909
QuoteID: 80bbba58-5f53-45c8-b9d6-3b43691f7703
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365547878.52
APIResponse: {"error": {"amount": ["You have only $469.1 available. Check your account balance for details."]}}
FundsSent: $991.1 USD

Code:

OrderID: dbea55ef-9b3e-464a-acb5-f9942364852b
EventID: 1764808f-f358-4298-8690-bca23658e278
DestAccount: 46909
QuoteID: f1a39907-b7ff-4bff-ae72-7c0a41c288d6
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365587967.41
APIResponse: {"error": {"amount": ["You have only $17.03 available. Check your account balance for details."]}}
FundsSent: $99.11 USD

I made 2 ticket after that but there is no reply until today.
Can you check them?
Thanks for your reply.

There is 2 weeks an still no respond from bitinstant. although they opened way transfer to Bitstamp.

Have your opened tickets via our main support channel?

bitinstant.com/contact

I did after receive email from bitinstant and see no funds in my bitstamp account.

[faqall]

@msteak - Your response will be. "Issue with Coinapult's side of things"

[faqall]

@msteak - Your response will be. "Issue with Coinapult's side of things"

whelp A confirmation is better then waiting in silence.. i'd say..    But if we've gota wait, we've gota wait.

Agreed! Not mad/complaining just yet but this is the second time this has happened to me with a $500 trans! Don't exactly have $500 to just throw away right now! Standing by for a proper response/update as it seems many people are having this issue. If so they should take it offline!

[URSAY]

Made my deposit about 24 hours ago and still no deposit to my bitstamp, zipzap confirmed payment to bitinstant, i have started a case using your form (case #2097) any update or eta on when this will be pushed through? I have been dealing with bitinstant for over a year and made quite a few transactions and it has never taken this long, below is my deposit info

Quote ID   500817d9-97e5-4e2c-a721-0c49710df13a
Event ID   63508257-1d75-47b7-ba74-e0173f3629ca
Quote valid until   Mon Apr 22 21:16:42 2013
Fees (Not inclusive of ZipZap)   3.99%%
Amount you need to pay   $250.0 USD
Amount you will receive   $240.025 USD
Expected delivery time(HH:MM:SS)   0:30:00
Guaranteed delivery time (HH:MM:SS)   1 day, 0:00:00
Destination exchange   BitStamp


received this from zipzap

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

well going on 48 hours now, i saw that bitinstant is not doing bitstamp as of now, will this effect the deposit i made to my bitstamp account prior to bitinstant not accepting bitstamp deposits???

I'm sorry that I do not know the answer to your question.  I would suggest you log your issue at our main support channel so you receive that fastest resolution.  Thanks.

bitinstant.com/contact

already did, 24 hours ago, still no reply except the generic email with a case number, with doing that i take it im basically in the same boat as everyone else and waiting.......

Not all support issues are solved immediately.  Thanks for your patience as we continue to look into your issue.

[URSAY]

Hi BitInstant Support,

I had made 2 order on Apr 10, The API respond from website said  they were completed but email respond said not.
Orders details:

Code:

OrderID: 4e04c136-0261-4edf-bca2-8a3780453810
EventID: 4ee12c70-60a0-436f-998b-7f5412902b6f
DestAccount: 46909
QuoteID: 80bbba58-5f53-45c8-b9d6-3b43691f7703
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365547878.52
APIResponse: {"error": {"amount": ["You have only $469.1 available. Check your account balance for details."]}}
FundsSent: $991.1 USD

Code:

OrderID: dbea55ef-9b3e-464a-acb5-f9942364852b
EventID: 1764808f-f358-4298-8690-bca23658e278
DestAccount: 46909
QuoteID: f1a39907-b7ff-4bff-ae72-7c0a41c288d6
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365587967.41
APIResponse: {"error": {"amount": ["You have only $17.03 available. Check your account balance for details."]}}
FundsSent: $99.11 USD

I made 2 ticket after that but there is no reply until today.
Can you check them?
Thanks for your reply.

There is 2 weeks an still no respond from bitinstant. although they opened way transfer to Bitstamp.

Have your opened tickets via our main support channel?

bitinstant.com/contact

I did after receive email from bitinstant and see no funds in my bitstamp account.

The auto response notifies you that your issue is logged and our cs reps are working on your issue.  Upon logging your issue it will not usually be solved immediately.  Thanks for your patience.

[URSAY]

URSAY,

Thank you for providing the support you do.

I wanted to inquire about a recent order/transaction i made yesterday through Bitinstant.

[ZipZap Status]
Account  #    Date Created    Amount             Fee           Total Amount       Status  Date Paid
849569140     04/23/2013      250.00 USD        3.95 USD   253.95 USD          Paid      04/23/2013 16:08:53


[Order Status]
https://www.bitinstant.com/order_status/556d37bb-831d-4908-9034-f90f7a13e0b6

[Order EventLog]
Order event log
Timestamp                            Event ID                                                    Event type
Tue Apr 23 14:31:02 2013   9167f1c9-5b5b-4740-a2cd-45d65bc4698c        Quote for new transaction
Tue Apr 23 16:09:11 2013   0fbf9358-d911-4613-a5f8-4f86048c34a4          New Order
Tue Apr 23 16:09:21 2013   75a1c2e3-dda7-4748-a90a-2e1482208f13        Coinapult Order Loading
Tue Apr 23 16:24:00 2013   241c757b-667f-4fad-bc4d-dcc817222d19         MTGox Order Loading


It's now been just over 24 hours and I haven't seen anything change on the order status and nothings has gone through on the Blockchain, nor the funds shown up in my address.

Any help would be appreciated.

Thank you,

Thanks for your message and I'm sorry that there was a delay in your order.  This is related to Coinapult.  I have logged your issue on their support list which we closely monitor.  They are working on resolving the issues on this list as we speak.  Thanks for your patience. 

[URSAY]

@msteak - Your response will be. "Issue with Coinapult's side of things"

whelp A confirmation is better then waiting in silence.. i'd say..    But if we've gota wait, we've gota wait.

Agreed! Not mad/complaining just yet but this is the second time this has happened to me with a $500 trans! Don't exactly have $500 to just throw away right now! Standing by for a proper response/update as it seems many people are having this issue. If so they should take it offline!

The issue has been fixed with Coinapult but we still have orders that failed due to the problem in the past which we have to manually fix.  Thanks.

[URSAY]

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.

The reason these were never processed is because both BTCe coupons were for $0.01 (the minimum deposit is $20), but these were entered as $1000 deposits.

-_- That is impossible, I asked that guy to give me a $1000 coupon and a $404 coupon. He gave me the same thing.

When I show him this thread and this response, he gave me this:


Those 2 un-blurred codes are the ones he gave me and I used on Bitinstant.

Akabmikua, both our records and those of Coinapult show that these orders were not processed because they did not meet the minimum amount required for a coupon deposit ($20). Each of these coupons was for $0.01 - and neither has the associated value which you have represented here. We cannot help you further and suggest that you contact BTC-e about the value of the coupons that you purchased from them.

[faqall]

@msteak - Your response will be. "Issue with Coinapult's side of things"

whelp A confirmation is better then waiting in silence.. i'd say..    But if we've gota wait, we've gota wait.

Agreed! Not mad/complaining just yet but this is the second time this has happened to me with a $500 trans! Don't exactly have $500 to just throw away right now! Standing by for a proper response/update as it seems many people are having this issue. If so they should take it offline!

The issue has been fixed with Coinapult but we still have orders that failed due to the problem in the past which we have to manually fix.  Thanks.

Could you possibly PM me my BI conf number... the number I need to check the status of the order via your site! Thanks in advanced. Appreciate all you do!

[CharlieCoop]

I was hoping to do more business with bitinstant today but with them being anything but "instant" I might have to re-think my bitcoin buying strategy as BTC are too volatile to wait so long for an order to process. I can't see how a business can be ran like this with so many continued complaints and orders that take weeks to get processed. 

By your own admission you are not giving us the correct order info to look at when solving your issue.  We could easily speed up your resolution process had you provided the correct info.

Well I sent an email to support and still nothing. I was told I had my coins and that was it. Can/will you help me with this?

The info once again:
This is the one that was NOT paid in which earlier I said it was-
Account #196771836 for $503.95 Supposed to be a vouchX
Account #398616557 for $503.95 This one has been paid.
 Yes I may have give wrong information in trying to get help, but a system that is supposed to work in minutes failed to work at all as I paid for my order and still have not received my vouchx code. Does there always need to be a support intervention when buying a vouchx code?

You've stated yourself that you submitted the order info for your successful order so this makes sense.  Please submit the order info for the failed order to bitinstant.com/contact
Thanks.

I did that last night once I realized the error. I am passed the 12 hour mark from sending this in to support.

I would suggest you log the issue that failed rather then the order which was successful.  12 hours is not a long time to spend in the support queue.  Issues take time to resolve.  Thanks for your patience.

I did log the failed order with support last night once I realized the error in reporting the issue to begin with. Yes 12 hours might not be a long time in the support que but here were are 24 hours after my deposit. I understand that I made helping me with the ill fated order difficult by giving the wrong order number. But this transaction should not have needed support to begin with if you guys were on your game.

This is from the email you sent me from support:
Please understand that increased volume, both on our site and on our partner exchanges, will influence the amount of time that it takes to complete your order. But please rest assured, your funds are safe and will be queued and processed securely. You should expect your funds within 12 hours of depositing
 your cash or initiating your transfer. If you have still not received your funds within 24 hours of your transaction time we will escalate this issue for immediate attention.

Well here we are 24 hours after my deposit time. Please escalate this issue for immediate attention like you promise all of your customers..

You've already mentioned that it's been 12 hours since you logged the correct issue which failed.  Regardless, not all issues are resolved in 24 hours.  Thanks for your patience.

Instead of the vouchX code could I get the BTC to email instead if it would help speed up the support?

Adding any additional instructions to your support request will only delay the process.  Thanks.

Any idea on an ETA on when you can clear this up. After this experience I am not sure that I will be using bitinstant again. I needed the funds by now not tomorrow or next week. You can say what you will about my error in reporting the issue but there should not have been any issues to begin with. I had even emailed bitinstant before making the order to make sure you guys weren't having any issues on your end processing orders. Seth responded and told me I should be good to go. Well what happened??