Official Newbie BitInstant Support Thread (Active Customer Support)

[phyllis_19]

I sent my support request to the following:

support@bitinstant.com

Ira@bitinstant.com

and

Gabe@bitinstant.com

[1715093407]

1715093407

[1715093407]

1715093407

[1715093407]

1715093407

[1715093407]

1715093407

[1715093407]

1715093407

[URSAY]

I sent my support request to the following:

support@bitinstant.com

Ira@bitinstant.com

and

Gabe@bitinstant.com

Our main support channel is...

bitinstant.com/contact

When you log your issue here you go directly into the support queue.  Thanks.

[supermono]

I just tried placing a cash-to-wallet address order with BitInstant, and got the following error message when I clicked to try to submit my order:

500 - internal error

 An internal error has occurred and the server can not handle your request. If you were attempting to perform a transaction then please contact support immediately for assistance. Technical details of the error have already been recorded by our system and will be analysed as soon as possible. We regret that for security reasons it is not possible to disclose more details on the precise details of this particular incident and we apologise for any inconvenience.

Are purchases to a wallet address down right now? Should I just try placing my order again later?

[Gareth Nelson]

I just tried placing a cash-to-wallet address order with BitInstant, and got the following error message when I clicked to try to submit my order:

500 - internal error

 An internal error has occurred and the server can not handle your request. If you were attempting to perform a transaction then please contact support immediately for assistance. Technical details of the error have already been recorded by our system and will be analysed as soon as possible. We regret that for security reasons it is not possible to disclose more details on the precise details of this particular incident and we apologise for any inconvenience.

Are purchases to a wallet address down right now? Should I just try placing my order again later?

Please PM me with full details and i'll get this resolved

[IslandGuy]

Is there a way to use this service outside the listed countries on the site? I don't live in a developing nation.

[URSAY]

Is there a way to use this service outside the listed countries on the site? I don't live in a developing nation.

Do you have any Moneygram locations?  Have you looked at Moneygram.com to find this out?  Thanks.

[phyllis_19]

I started this process at bitinstant.com/contact on April 10, 2013.  Going there again won't make any difference as I have had 5 emails from support who are apparently unable to resolve it.

I need more help in getting this issue resolved.  My bitinstant support person (Seth) was unable to provide it.  I did contact mtgox who replied:

"Ticket #78631: Cannot Locate Deposit of 470.449 USD

Your request (#78631) has been marked as solved, pending closure. Should you believe that your request has not been adequately addressed and wish to postpone closure, or should you wish to review or comment upon your request, please follow the link below:
http://support.mtgox.com/tickets/78631

Mt.Gox Support appreciates any feedback that you may wish to provide.


Mt.Gox Support, Apr 25 14:37 (JST):

Hello,

It looks like Bitinstant sent you a coupon code of MTGOX-USD-MKP29-FPLU4-JCYBL-81391.

Please redeem the Mt.Gox redeemable code back into your account by copying the code. Then, login and select the Funding options menu. After that, please select the Add Funds page and select Mt.Gox Redeemable Code under the drop-down menu. Paste the code into the box and click redeem. The funds should appear back in your account.

If the code does not work, you have to contact Bitinstant at support@bitinstant.com or at https://bitcointalk.org/index.php?topic=128314.2760;topicseen to retrieve your funds from them. Thank you for your kind understanding.

Thanks,

MtGox.com Team
"

I sent my support request to the following:

support@bitinstant.com

Ira@bitinstant.com

and

Gabe@bitinstant.com

Our main support channel is...

bitinstant.com/contact

When you log your issue here you go directly into the support queue.  Thanks.

[URSAY]

I started this process at bitinstant.com/contact on April 10, 2013.  Going there again won't make any difference as I have had 5 emails from support who are apparently unable to resolve it.

I need more help in getting this issue resolved.  My bitinstant support person (Seth) was unable to provide it.  I did contact mtgox who replied:

"Ticket #78631: Cannot Locate Deposit of 470.449 USD

Your request (#78631) has been marked as solved, pending closure. Should you believe that your request has not been adequately addressed and wish to postpone closure, or should you wish to review or comment upon your request, please follow the link below:
http://support.mtgox.com/tickets/78631

Mt.Gox Support appreciates any feedback that you may wish to provide.


Mt.Gox Support, Apr 25 14:37 (JST):

Hello,

It looks like Bitinstant sent you a coupon code of MTGOX-USD-MKP29-FPLU4-JCYBL-81391.

Please redeem the Mt.Gox redeemable code back into your account by copying the code. Then, login and select the Funding options menu. After that, please select the Add Funds page and select Mt.Gox Redeemable Code under the drop-down menu. Paste the code into the box and click redeem. The funds should appear back in your account.

If the code does not work, you have to contact Bitinstant at support@bitinstant.com or at https://bitcointalk.org/index.php?topic=128314.2760;topicseen to retrieve your funds from them. Thank you for your kind understanding.

Thanks,

MtGox.com Team
"

I sent my support request to the following:

support@bitinstant.com

Ira@bitinstant.com

and

Gabe@bitinstant.com

Our main support channel is...

bitinstant.com/contact

When you log your issue here you go directly into the support queue.  Thanks.

Yes I see you were given instructions on how to resolve your issue.  Have you followed thru with these instructions?  What was the result?  Is there still an issue?  What is the issue?  Please be specific and offer order info so I can understand what you need help with.  Thanks.

[supermono]

Gareth, I sent you a PM with the details from the order I attempted to place (forgot to give the PM a subject line though).

[kingkong]

I have been trying to place a cash to btc address order but when I get to the zipzap page, it can't find a location and won't generate a payment slip. No matter what zip code, city or state used it can't find a payment location. When will this be fixed?

[project_trollbox]

Ursay can you help me? still waiting on my order from April 7th...
order ID 88cf3ddd-85fd-40a5-b0b0-776d7d53798b
sent $180
wallet 13DLDGBf4xLkUsv9goMGB3i2uMdhzNYcmb
it has been a long time and I would love to get this resolved

[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?

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.

Ok,How long  will you take to resovle my problem?

[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??

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. #?

Okay I just used my internet search history and it looks like this is my order/event ID:

Order ID    09ba09b6-2dbf-4df0-9cee-f0dac838e383
Event ID   9e4acbb5-a44f-4d1b-9af7-597e8d5803cd

I hope this is correct. I began two different payments since it was the first time I'd used this service, but I did only pay for one so I hope this is the right order. Thank you.

[newminer7950]

why until now no one has corrected an error in the execution of a order? I did not get the VIRSUREX code, even though the money had been withdrawn from the BITSTAMP account. Execute please faster.
I am wait 16 hours.
my order id is: f3234e0b-4666-45d3-a551-b2c99b7867fb
https://www.bitinstant.com/order_status/f3234e0b-4666-45d3-a551-b2c99b7867fb

[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

hello?

If you've logged your issue with bitinstant.com/contact then they are still working on a solution.  Please be patient.

I haven't re logged it you said you have for me

The system will not let you re-log an issue.  If your issue has been logged once then you are in the queue.  Trying to log dupe support tickets will only increase your wait time.  Thanks.

We have been over this already.  Contact support responded and "resolved" my issue already but they didn't actually resolve it.  The bitcoins were sent to the wrong email - What I've said numerous times

I believe I had sent an email to this "wrong" address and I received no bounce back.  If it is indeed a valid email address then you may have sent your coins to another party so there wouldn't be much we can do.  Have you tried contacting the person at this "wrong" email?

The email doesn't exist.  The only difference between that email and and mine is the domaine name.  .com is the wrong and non existing email and .FR is mine, the one that I meant to send the coins to

If this is not a valid email address then why am I receiving no bounce back response?  I realize that it may not be your address and you want your order to go to another address but if you input the wrong address and it is a working email address then there is not much I can do to help.  Once again, have you tried contacting the person at this "wrong address"?

There is a bounce back when I email it.  I have even called Yahoo and they said the email doesn't exist.  Therefore coltsfan533333@yahoo.fr is the only possible email that the bitcoins were meant to send to.

Sorry, we were unable to deliver your message to the following address.

<coltsfan533333@yahoo.com>:
Remote host said: 554 delivery error: dd This user doesn't have a yahoo.com account (coltsfan533333@yahoo.com) [-5] - mta1557.mail.bf1.yahoo.com [BODY]

--- Below this line is a copy of the message.

Received: from [77.238.189.48] by nm12.bullet.mail.ird.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
Received: from [212.82.98.105] by tm1.bullet.mail.ird.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
Received: from [127.0.0.1] by omp1042.mail.ir2.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
X-Yahoo-Newman-Property: ymail-3
X-Yahoo-Newman-Id: 186006.73187.bm@omp1042.mail.ir2.yahoo.com
Received: (qmail 31928 invoked by uid 60001); 22 Apr 2013 21:27:40 -0000
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=yahoo.fr; s=s1024; t=1366666060; bh=5wrVZkAl1AzSoLCRfDzXwNrIrrdYCal3MoV6XxkfALg=; h=X-YMail-OSG:Received:X-Rocket-MIMEInfo:X-Mailer:Message-ID:Date:From:Reply-To:Subject:To:MIME-Version:Content-Type; b=ljl2l30G9GdB/318fN60tVmTmTJxxr7wGl+QrUpZCdGcM83HHKnXRpKcFCFf/TonAnlEqB7QYfp1TFkqwL37go7dm1ev66b144yG3UDpa+7VDrpDn6AY5VftfxmofG6sPg1KAEyv3NVI8DFYWi6fTjAXxvo1Mk6tVd5c74GLgEA=
DomainKey-Signature:a=rsa-sha1; q=dns; c=nofws;
  s=s1024; d=yahoo.fr;
  h=X-YMail-OSG:Received:X-Rocket-MIMEInfo:X-Mailer:Message-ID:Date:From:Reply-To:Subject:To:MIME-Version:Content-Type;
 

Indeed.  On my second attempt I received a bounce back.  I will see what I can do to get this order processed.  Thanks for your patience.

How much longer am I going to have to wait?

We are working on the issue in which you input the incorrect info on your order.  Thanks for your patience.

well since y'all have my money and haven't lost any coins, can't you just sent what I'm owed real quick?  It just doesn't seem like a complex problem to me.  It should not take this long

The complexity of our systems is much greater then a simple person to person transaction.  Thanks for your understanding.

I still haven't gotten them.  It's been eight days

[Gareth Nelson]

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

hello?

If you've logged your issue with bitinstant.com/contact then they are still working on a solution.  Please be patient.

I haven't re logged it you said you have for me

The system will not let you re-log an issue.  If your issue has been logged once then you are in the queue.  Trying to log dupe support tickets will only increase your wait time.  Thanks.

We have been over this already.  Contact support responded and "resolved" my issue already but they didn't actually resolve it.  The bitcoins were sent to the wrong email - What I've said numerous times

I believe I had sent an email to this "wrong" address and I received no bounce back.  If it is indeed a valid email address then you may have sent your coins to another party so there wouldn't be much we can do.  Have you tried contacting the person at this "wrong" email?

The email doesn't exist.  The only difference between that email and and mine is the domaine name.  .com is the wrong and non existing email and .FR is mine, the one that I meant to send the coins to

If this is not a valid email address then why am I receiving no bounce back response?  I realize that it may not be your address and you want your order to go to another address but if you input the wrong address and it is a working email address then there is not much I can do to help.  Once again, have you tried contacting the person at this "wrong address"?

There is a bounce back when I email it.  I have even called Yahoo and they said the email doesn't exist.  Therefore coltsfan533333@yahoo.fr is the only possible email that the bitcoins were meant to send to.

Sorry, we were unable to deliver your message to the following address.

<coltsfan533333@yahoo.com>:
Remote host said: 554 delivery error: dd This user doesn't have a yahoo.com account (coltsfan533333@yahoo.com) [-5] - mta1557.mail.bf1.yahoo.com [BODY]

--- Below this line is a copy of the message.

Received: from [77.238.189.48] by nm12.bullet.mail.ird.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
Received: from [212.82.98.105] by tm1.bullet.mail.ird.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
Received: from [127.0.0.1] by omp1042.mail.ir2.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
X-Yahoo-Newman-Property: ymail-3
X-Yahoo-Newman-Id: 186006.73187.bm@omp1042.mail.ir2.yahoo.com
Received: (qmail 31928 invoked by uid 60001); 22 Apr 2013 21:27:40 -0000
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=yahoo.fr; s=s1024; t=1366666060; bh=5wrVZkAl1AzSoLCRfDzXwNrIrrdYCal3MoV6XxkfALg=; h=X-YMail-OSG:Received:X-Rocket-MIMEInfo:X-Mailer:Message-ID:Date:From:Reply-To:Subject:To:MIME-Version:Content-Type; b=ljl2l30G9GdB/318fN60tVmTmTJxxr7wGl+QrUpZCdGcM83HHKnXRpKcFCFf/TonAnlEqB7QYfp1TFkqwL37go7dm1ev66b144yG3UDpa+7VDrpDn6AY5VftfxmofG6sPg1KAEyv3NVI8DFYWi6fTjAXxvo1Mk6tVd5c74GLgEA=
DomainKey-Signature:a=rsa-sha1; q=dns; c=nofws;
  s=s1024; d=yahoo.fr;
  h=X-YMail-OSG:Received:X-Rocket-MIMEInfo:X-Mailer:Message-ID:Date:From:Reply-To:Subject:To:MIME-Version:Content-Type;
 

Indeed.  On my second attempt I received a bounce back.  I will see what I can do to get this order processed.  Thanks for your patience.

How much longer am I going to have to wait?

We are working on the issue in which you input the incorrect info on your order.  Thanks for your patience.

well since y'all have my money and haven't lost any coins, can't you just sent what I'm owed real quick?  It just doesn't seem like a complex problem to me.  It should not take this long

The complexity of our systems is much greater then a simple person to person transaction.  Thanks for your understanding.

I still haven't gotten them.  It's been eight days

Wow, what a quote pyramid

Brian - please check your emails, I sent an email to both yahoo.com and .fr, the yahoo.com address failed but it seems like the .fr address worked - I asked for the PIN to be confirmed so if this is in fact a stranger your funds are still secure.
Please check your emails and respond.

[naalayimsandal]

h1 there,
can support look at 44bc4f64-f8a3-4078-ad18-9743fe4f0dd9<?

[URSAY]

I have been trying to place a cash to btc address order but when I get to the zipzap page, it can't find a location and won't generate a payment slip. No matter what zip code, city or state used it can't find a payment location. When will this be fixed?

  Sounds like a zipzap issue.  Have you contacted zipzap?

[URSAY]

Ursay can you help me? still waiting on my order from April 7th...
order ID 88cf3ddd-85fd-40a5-b0b0-776d7d53798b
sent $180
wallet 13DLDGBf4xLkUsv9goMGB3i2uMdhzNYcmb
it has been a long time and I would love to get this resolved

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

[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.

Ok,How long  will you take to resovle my problem?

We are currently working on your issue.  Thanks for your patience.