Official Newbie BitInstant Support Thread (Active Customer Support)

[Yuri.]

Why was BTC-e removed from the funding "to" option? Only Gox remained. The options seem to change without notice.

What happened to the Gox voucher? Is that gone forever?

Features are always changing based on our relationships with companies and whether any technical problems exist in the pipeline.  In most cases these features are restored.  Check back!  

Will it ever come back?

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[andrewb]

So incredibly frustrated. Your customer service is just so slow. When will I get my freaking money?

OrderID: e38be662-1e37-4d1a-b7b1-1db98ba059f1

20 days later and still no money.

I'm happy to see you are still without your money. Not happy for you, but happy for me as I am in the same boat (stolen/broken Mt. Gox code if I remember correctly) and I still do not have my money either; so I am not alone at least....

URSAY, do you not agree that BitInstant still owes us money? If so, (and really, there is no if involved here...) just get us the money you owe us, and do whatever shit you have to do on the back end on your own time. It is not our fault this got fucked up, we should not have to suffer any more while this incredibly slow process takes places. I understand what is going on here can take time as you need to work with Mt. Gox and shit, whatever, bottom line is I (we) are owed money, just give it to us, now.

You posted your Gox coupon on the forums publicly which allowed another party to redeem it so I'm not sure why you are saying we are at fault and swearing at me.  Yes, your issue is still open.  Yes, I am still trying to help you fix this.

That's a bit disingenuous as BitInstant told us directly in the email that a coupon code was NOT needed. The email then went further to label the Mt. Gox coupon code as 'API Response'. And furthermore, back on April 3rd when this happened you yourself, an employee of BitInstant, did not realize the API Response was a Mt. Gox code. So excuse me if I do not view this situation as my fault.

Also, I never sweared at you (in this post at least, can't speak for every correspondence I've ever had...).  I believe I have remained incredibly courteous and patient considering BitInstant's faulty processes has caused me to miss an opportunity to potentially make thousands of dollars; 21+ days ago and the issue is still pending.

URSAY, I believe you are doing a good job and working hard and to the best of your abilities, it is just unfortunate BitInstant has not equipped you to adequately deal with issues instead leaving customers holding the bag for months.

I am not aware of this situation when I did not understand the Gox coupons.  However, I would agree that it could be confusing to customers and we should be explaining the process better.  I apologize for any confusion.

We are working on improving our support and I am working with other cs reps on resolving your issue.  I did not realize that f**k and s**t are not swear words.  Thanks for your feedback.

well, I cursed, but not AT you.

What I am referring to is an instance (I think a few) where someone posted their full info, including Mt. Gox code, and you merely asked them to check their email if they got a Mt. Gox coupon code, even though they clearly did as indicated by their post; I took that type of response to indicate you too didn't realize it was a coupon code either, and who could blame you really.

Either way, I'm looking forward to a resolution, and thank you for working on this.

[FYourself]

So incredibly frustrated. Your customer service is just so slow. When will I get my freaking money?

OrderID: e38be662-1e37-4d1a-b7b1-1db98ba059f1

20 days later and still no money.

I am showing your order as processed.  Care to provide me with more info so I understand what type of issue you are having and in turn I can look it up?  Thanks.

Its so frustrating. You will respond once asking for information and then not follow back up with resolution and I have to message you again. You'll ask for more info and the cycle continues.

My money never deposited and the coupon which wasn't ever supposed to work didn't work either.

[Huey]

I believe that I was shorted coins. I got my Successful ZipZap Payment email on April 22th at 4:05pm EST/ 8:05pm UTC (High on Gox was over $125)

Amount to Pay: $353.95
Account Number: 467752796

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

Payment processed at 4:05PM EST / 8:05PM UTC
Price Chart for April 22: http://bitcoincharts.com/charts/mtgoxUSD#rg1zczsg2013-04-22zeg2013-04-23ztgSzm1g10zm2g25zv

The Payment to my wallet: https://blockchain.info/tx/93ccc7a9ca6d5882a4d6efae6c617555a52b645a1fc067794c8cbddcfc6434fd

Address: 12zggdDAQTVamGYu7ijFVVRW5a9adGnaNs
You Received:
2.31024062 BTC
Value at time of transaction $ 331.52

*Rounded Down for following math

$350 with the 3.99% fee would be about $336.

336 / 125 = 2.688 BTC

2.688 - 2.310 = 0.378 BTC

[meridia612]

Hello, I have absolutely no idea what to do, I've never used BitInstant before and It's been almost 2 days since I made my successful ZipZap payment and I don't have my money.

I don't have my order ID number or anything, I never received an email from BitInstant with anything I have no clue how to even begin this process. I have all my information from my MoneyGram payment but absolutely nothing else. What do I do??

[marsel]

my quoteid is: 2c2bce9d-04af-4d3d-b235-a06fd7b5a659
this is a mtgox to vouchx,the system say Serious error occurred
my mtgox have deduct the amout,but i cannot receive the vouchx code.
please fix this problem.

[URSAY]

I did a deposit yesterday morning. Still haven't received anything. Sent you my details on a private message. Check it out please and let me know what is going on.

Thanks bit777.

In the meantime please log your issue at bitinstant.com/contact

[URSAY]

Why was BTC-e removed from the funding "to" option? Only Gox remained. The options seem to change without notice.

What happened to the Gox voucher? Is that gone forever?

Features are always changing based on our relationships with companies and whether any technical problems exist in the pipeline.  In most cases these features are restored.  Check back!  

Will it ever come back?

Yes. 

[URSAY]

So incredibly frustrated. Your customer service is just so slow. When will I get my freaking money?

OrderID: e38be662-1e37-4d1a-b7b1-1db98ba059f1

20 days later and still no money.

I'm happy to see you are still without your money. Not happy for you, but happy for me as I am in the same boat (stolen/broken Mt. Gox code if I remember correctly) and I still do not have my money either; so I am not alone at least....

URSAY, do you not agree that BitInstant still owes us money? If so, (and really, there is no if involved here...) just get us the money you owe us, and do whatever shit you have to do on the back end on your own time. It is not our fault this got fucked up, we should not have to suffer any more while this incredibly slow process takes places. I understand what is going on here can take time as you need to work with Mt. Gox and shit, whatever, bottom line is I (we) are owed money, just give it to us, now.

You posted your Gox coupon on the forums publicly which allowed another party to redeem it so I'm not sure why you are saying we are at fault and swearing at me.  Yes, your issue is still open.  Yes, I am still trying to help you fix this.

That's a bit disingenuous as BitInstant told us directly in the email that a coupon code was NOT needed. The email then went further to label the Mt. Gox coupon code as 'API Response'. And furthermore, back on April 3rd when this happened you yourself, an employee of BitInstant, did not realize the API Response was a Mt. Gox code. So excuse me if I do not view this situation as my fault.

Also, I never sweared at you (in this post at least, can't speak for every correspondence I've ever had...).  I believe I have remained incredibly courteous and patient considering BitInstant's faulty processes has caused me to miss an opportunity to potentially make thousands of dollars; 21+ days ago and the issue is still pending.

URSAY, I believe you are doing a good job and working hard and to the best of your abilities, it is just unfortunate BitInstant has not equipped you to adequately deal with issues instead leaving customers holding the bag for months.

I am not aware of this situation when I did not understand the Gox coupons.  However, I would agree that it could be confusing to customers and we should be explaining the process better.  I apologize for any confusion.

We are working on improving our support and I am working with other cs reps on resolving your issue.  I did not realize that f**k and s**t are not swear words.  Thanks for your feedback.

well, I cursed, but not AT you.

What I am referring to is an instance (I think a few) where someone posted their full info, including Mt. Gox code, and you merely asked them to check their email if they got a Mt. Gox coupon code, even though they clearly did as indicated by their post; I took that type of response to indicate you too didn't realize it was a coupon code either, and who could blame you really.

Either way, I'm looking forward to a resolution, and thank you for working on this.

I know exactly what you are referring to.  At that time we were dealing with a very large support back log and it was very easy to overlook info that customers had provided as we were working very fast to clean up everything.

I'm hoping to fix some of these Gox coupon issues myself today. 

[URSAY]

So incredibly frustrated. Your customer service is just so slow. When will I get my freaking money?

OrderID: e38be662-1e37-4d1a-b7b1-1db98ba059f1

20 days later and still no money.

I am showing your order as processed.  Care to provide me with more info so I understand what type of issue you are having and in turn I can look it up?  Thanks.

Its so frustrating. You will respond once asking for information and then not follow back up with resolution and I have to message you again. You'll ask for more info and the cycle continues.

My money never deposited and the coupon which wasn't ever supposed to work didn't work either.

It's very helpful to reference your order info rather then just saying things like, "where's my money?"  General complaints and checking in is not helpful when it does not provide any info that I can work from.

I'm hoping to personally work on your issue today.  I'm very sorry for the delay and thanks for your patience.

[URSAY]

I believe that I was shorted coins. I got my Successful ZipZap Payment email on April 22th at 4:05pm EST/ 8:05pm UTC (High on Gox was over $125)

Amount to Pay: $353.95
Account Number: 467752796

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

Payment processed at 4:05PM EST / 8:05PM UTC
Price Chart for April 22: http://bitcoincharts.com/charts/mtgoxUSD#rg1zczsg2013-04-22zeg2013-04-23ztgSzm1g10zm2g25zv

The Payment to my wallet: https://blockchain.info/tx/93ccc7a9ca6d5882a4d6efae6c617555a52b645a1fc067794c8cbddcfc6434fd

Address: 12zggdDAQTVamGYu7ijFVVRW5a9adGnaNs
You Received:
2.31024062 BTC
Value at time of transaction $ 331.52

*Rounded Down for following math

$350 with the 3.99% fee would be about $336.

336 / 125 = 2.688 BTC

2.688 - 2.310 = 0.378 BTC

I need your email and BTC address you would like any refunds sent to before I can research your issue.  Thanks.

[URSAY]

Hello, I have absolutely no idea what to do, I've never used BitInstant before and It's been almost 2 days since I made my successful ZipZap payment and I don't have my money.

I don't have my order ID number or anything, I never received an email from BitInstant with anything I have no clue how to even begin this process. I have all my information from my MoneyGram payment but absolutely nothing else. What do I do??

First you should log your issue at bitinstant.com/contact

After that, if you are unable to wait for a resolution, then you can give me some order info and I can also try to help.  zipzap acct. #?

[URSAY]

my quoteid is: 2c2bce9d-04af-4d3d-b235-a06fd7b5a659
this is a mtgox to vouchx,the system say Serious error occurred
my mtgox have deduct the amout,but i cannot receive the vouchx code.
please fix this problem.

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

This is our main support channel which puts your issue right into our support queue. 

[FYourself]

So incredibly frustrated. Your customer service is just so slow. When will I get my freaking money?

OrderID: e38be662-1e37-4d1a-b7b1-1db98ba059f1

20 days later and still no money.

I am showing your order as processed.  Care to provide me with more info so I understand what type of issue you are having and in turn I can look it up?  Thanks.

Its so frustrating. You will respond once asking for information and then not follow back up with resolution and I have to message you again. You'll ask for more info and the cycle continues.

My money never deposited and the coupon which wasn't ever supposed to work didn't work either.

It's very helpful to reference your order info rather then just saying things like, "where's my money?"  General complaints and checking in is not helpful when it does not provide any info that I can work from.

I'm hoping to personally work on your issue today.  I'm very sorry for the delay and thanks for your patience.

I just hope this gets solved. At this point i've resigned myself to not getting the money.

[andrewb]

So incredibly frustrated. Your customer service is just so slow. When will I get my freaking money?

OrderID: e38be662-1e37-4d1a-b7b1-1db98ba059f1

20 days later and still no money.

I'm happy to see you are still without your money. Not happy for you, but happy for me as I am in the same boat (stolen/broken Mt. Gox code if I remember correctly) and I still do not have my money either; so I am not alone at least....

URSAY, do you not agree that BitInstant still owes us money? If so, (and really, there is no if involved here...) just get us the money you owe us, and do whatever shit you have to do on the back end on your own time. It is not our fault this got fucked up, we should not have to suffer any more while this incredibly slow process takes places. I understand what is going on here can take time as you need to work with Mt. Gox and shit, whatever, bottom line is I (we) are owed money, just give it to us, now.

You posted your Gox coupon on the forums publicly which allowed another party to redeem it so I'm not sure why you are saying we are at fault and swearing at me.  Yes, your issue is still open.  Yes, I am still trying to help you fix this.

That's a bit disingenuous as BitInstant told us directly in the email that a coupon code was NOT needed. The email then went further to label the Mt. Gox coupon code as 'API Response'. And furthermore, back on April 3rd when this happened you yourself, an employee of BitInstant, did not realize the API Response was a Mt. Gox code. So excuse me if I do not view this situation as my fault.

Also, I never sweared at you (in this post at least, can't speak for every correspondence I've ever had...).  I believe I have remained incredibly courteous and patient considering BitInstant's faulty processes has caused me to miss an opportunity to potentially make thousands of dollars; 21+ days ago and the issue is still pending.

URSAY, I believe you are doing a good job and working hard and to the best of your abilities, it is just unfortunate BitInstant has not equipped you to adequately deal with issues instead leaving customers holding the bag for months.

I am not aware of this situation when I did not understand the Gox coupons.  However, I would agree that it could be confusing to customers and we should be explaining the process better.  I apologize for any confusion.

We are working on improving our support and I am working with other cs reps on resolving your issue.  I did not realize that f**k and s**t are not swear words.  Thanks for your feedback.

well, I cursed, but not AT you.

What I am referring to is an instance (I think a few) where someone posted their full info, including Mt. Gox code, and you merely asked them to check their email if they got a Mt. Gox coupon code, even though they clearly did as indicated by their post; I took that type of response to indicate you too didn't realize it was a coupon code either, and who could blame you really.

Either way, I'm looking forward to a resolution, and thank you for working on this.

I know exactly what you are referring to.  At that time we were dealing with a very large support back log and it was very easy to overlook info that customers had provided as we were working very fast to clean up everything.

I'm hoping to fix some of these Gox coupon issues myself today. 

Understandable. Hopefully I am one of those Gox coupons issues you refer to, I imagine I must be as there can't be many in Queue before me (April 3rd), can there?

Thanks,
Andrew

[marsel]

my quoteid is: 2c2bce9d-04af-4d3d-b235-a06fd7b5a659
this is a mtgox to vouchx,the system say Serious error occurred
my mtgox have deduct the amout,but i cannot receive the vouchx code.
please fix this problem.

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

This is our main support channel which puts your issue right into our support queue. 

yes ,i have logged my issue at contact channel.
Does bitinstant continue providing service for convert mtgox to vouchx?

[URSAY]

FYourself and andrewb...

Because your Gox coupons were likely redeemed by another user we need to speak with Gox and reverse them before issuing you any funds.  We are in the process of doing this but considering we need to speak with Gox to resolve your issue, you may experience longer delays.  Thanks for your patience.

[URSAY]

my quoteid is: 2c2bce9d-04af-4d3d-b235-a06fd7b5a659
this is a mtgox to vouchx,the system say Serious error occurred
my mtgox have deduct the amout,but i cannot receive the vouchx code.
please fix this problem.

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

This is our main support channel which puts your issue right into our support queue. 

yes ,i have logged my issue at contact channel.
Does bitinstant continue providing service for convert mtgox to vouchx?

Thanks for logging your issue with support.  We are working on your issue and we are also working on reinstating any features which may have been removed from our website.

[phyllis_19]

On April 8, 2013 I sent 490 USD to MTgox through BitInstant.  I received the following reply:

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


We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order


OrderID: 274a3e6d-12af-41e4-b93c-b2c604b2be7d
EventID: 350ec723-f5fa-4858-aeb8-a9d868d5b236
DestAccount: 1CPP5k2w6vcxtwuwR6mFsXpg26MYPVJGZr
QuoteID: 508422b2-8768-47bb-9aeb-697338ab3e54
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365449957.45
APIResponse: MTGOX-USD-MKP29-FPLU4-JCYBL-81391
FundsSent: $470.449 USD

I submitted a request for help to BitInstant and on April 16, 2013, received the reply that a coupon was sent to my account.  The customer service representative said he'd used the coupon, since I had not, but no funds showed up in my MtGox account.  He said he contacted Ira at BitInstant, but, in spite of several emails, I have had no contact from Ira, and no funds have appeared in my account.  I contacted the customer service representative again.  He said it's now the problem of Coinapult, he could not help me, and "Good Luck."

It seems to me that it is BitInstant's responsibility to contact their subcontracter and resolve this issue.  Frankly, I do not know what to do now.

Please help.  I've run out of options.

[URSAY]

On April 8, 2013 I sent 490 USD to MTgox through BitInstant.  I received the following reply:

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


We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order


OrderID: 274a3e6d-12af-41e4-b93c-b2c604b2be7d
EventID: 350ec723-f5fa-4858-aeb8-a9d868d5b236
DestAccount: 1CPP5k2w6vcxtwuwR6mFsXpg26MYPVJGZr
QuoteID: 508422b2-8768-47bb-9aeb-697338ab3e54
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365449957.45
APIResponse: MTGOX-USD-MKP29-FPLU4-JCYBL-81391
FundsSent: $470.449 USD

I submitted a request for help to BitInstant and on April 16, 2013, received the reply that a coupon was sent to my account.  The customer service representative said he'd used the coupon, since I had not, but no funds showed up in my MtGox account.  He said he contacted Ira at BitInstant, but, in spite of several emails, I have had no contact from Ira, and no funds have appeared in my account.  I contacted the customer service representative again.  He said it's now the problem of Coinapult, he could not help me, and "Good Luck."

It seems to me that it is BitInstant's responsibility to contact their subcontracter and resolve this issue.  Frankly, I do not know what to do now.

Please help.  I've run out of options.

Your issue is similar to those above you.  We need to research your coupon code with Gox, reverse it, and then manually re-send your order.  This sort of thing can take some time.  Where did you submit your support request?