Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Hey, when it asks for my account number/username for Bitstamp is that my 5 digit number?

I just want my fund quickly and not have any problems.

Yes. 

[1714981653]

1714981653

[1714981653]

1714981653

[1714981653]

1714981653

[1714981653]

1714981653

[1714981653]

1714981653

[URSAY]

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 I did not get the VIRSUREX code, even though the money had been withdrawn from the BITSTAMP account.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

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

yes, i did this and resieve automatic email. but 26 hours past!!!
There is raise new record in orderstatus:
Fri Apr 26 07:18:31 2013   5cac8cc0-3c83-4193-bc3b-5cc619a4b3b9   Bitstamp coupon failed: {u'error': {u'code': [u'Invalid code.']}}

Does this mean that there was an attempt to return the money to me, but it ended in failure?
Please, return my money.
I wrote to support second time.

Please verify your email so I can confirm your issue was logged.  Thanks.

Now the status of the order has another line:
Fri Apr 26 21:45:53 2013   982b484b-3f81-4411-8d72-509df5633dac   Manual transfer created

I recieve email from Rachel. Hi wrote, that processed.
But the money for the Ballance bitstamp not been returned, and I have not received a letter with vouchX code!

Is the VouchX code an unacceptable solution?  How can I help you resolve the issue to your satisfaction?

VouchX code is an acceptable solution. I am waiting for it. Or you can return my money to my bitstamp account

Adding additional instructions to your already logged support issue could increase your wait time.  I am willing to do this if you would like but you must realize that it could delay your solution.  Thanks.

[URSAY]

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.

Yay some good news! You're the best.  Just responded to your email with the first and last digits of my pin.  Thanks!

Any news?

any news?

I see your issue in the queue.  Please be patient as we work to get to your issue.  Thanks.

[URSAY]

i am on the 4/8 support list and still have not received support.
i provided my email to you on 4/10 and still have not received an email.


please give me some update.
thanks.

I have moved your issue from my older lists into our newer ticketing system which should put more eyes on your issue immediately.  I apologize for any delay.

[URSAY]

Hey! I'm new to this forum and intend to buy some bitcoins.

How much time approximately does it take to receive the BTC through BitInstant?

Usually the process is in fact close to instant!  Make sure you double check your order info to not make any mistakes as this can delay your transaction.

[URSAY]

Morning everyone!

MORNING!   

[URSAY]

Morning everyone!

has any one who paid with dwolla received their bitcoin from bitinstant?

We are having issues with some Dwolla related transactions and we are working to restore this functionality ASAP.

[paradoxal]

Back a few weeks ago, I received an email saying my exchange rate was at around 180$USD/BTC at the time of my quote, and that my order (once it had completed a few days after my initial transaction) was completed correctly.

In my order, after fees, it said I would be receiving 96.01$ worth of BTC (104$ total paid. 0.05$ kiosk fee, 3.95$ fee to zipzap, leaving a 100$ payment to Bitinstant, paying 3.99% to fees for transaction type of zipzap>bitcoin address).

So by my math, I should have received approximately .5333889 BTC (96.01$/(180$/BTC))

I received .39751218 BTC, and I don't see anywhere on the BitInstant site (which was linked to me in the email) where another 20% in fees would come from, and .1BTC would be quite generous for a miner's fee.

I asked on here on the forum thread and sent a support email asking about this, and I haven't heard back anything about this beyond the automated response from the support email. Can I at least be told where my logic fails me if I did in fact receive the correct amount?


Info from initial transaction:
BitInstant
Quote ID   89935216-bf5d-4c9e-a905-c4fc70cea390
Event ID   34ac2998-322f-4145-8fe1-f2c656fc2868
Amount you will receive   $96.01 USD

ZipZap
Account Number: 705784734
Recieve Code: 9611

[vinscent]

I've never had a transaction go through with Bitinstant. I want to make a cash payment to a wallet address. Every time I put in the information (all valid) and go through the steps, the screen locks up when I attempt to create a payment slip...it doesn't matter what day or time. Why is that? It gives me the quote and event ID on the screen prior, but always fails to go to the printable slip, and locks up. This has happened on many an occasion. If I try to refresh or hit the 'create payment slip' button a second time, it says that one has already been generated, and I need to create a new one. I have never actually completed a transaction with your company because of this problem. It's not because of Tor (or any other reason I can think of), and I have never had a problem with any other company. Any help would be much appreciated.

[Gareth Nelson]

I've never had a transaction go through with Bitinstant. I want to make a cash payment to a wallet address. Every time I put in the information (all valid) and go through the steps, the screen locks up when I attempt to create a payment slip...it doesn't matter what day or time. Why is that? It gives me the quote and event ID on the screen prior, but always fails to go to the printable slip, and locks up. This has happened on many an occasion. If I try to refresh or hit the 'create payment slip' button a second time, it says that one has already been generated, and I need to create a new one. I have never actually completed a transaction with your company because of this problem. It's not because of Tor (or any other reason I can think of), and I have never had a problem with any other company. Any help would be much appreciated.

PDF plugin in your browser giving issues?

[vinscent]

I haven't had issues other than when I try to get the payment slip, and it hasn't been on just one computer. I've tried multiple times with multiple computers and come up with the same result. Do you have a separate plug-in to read the PDF? I just don't get it...what could I do differently?

[vinscent]

Just tried it again (order#6f254c70-3f59-4695-8a1b-a4ca8a-572801). It always tells me that cashpayment.com is not responding. If I recover the page, it tells me that an order had already been processed, and I need to make another one.

[NoCoinz]

I could really use some help!

Order id: 0d9f3b98-9f17-4e2b-8baf-74f51666b984

Last Thursday, I exchanged a Bitstamp coupon for VouchX via bitinstant.  The transaction failed with "Serious Error Occurred."  My bistamp coupon was redeemed, but I never received an email with the VouchX code.  I immediately filed a ticket.  I heard back from a CS rep on Saturday night (about 36 hours later).

"Hi,

Processed. Sorry for the delay.

---
Sincerely,
Rachel

---
To rate this answer or view ticket history please follow the link:
http://bitinstant.ladesk.com/ticket_e"

I was ecstatic.  Then, I again never received a VouchX code (there was an alpha-numeric subject title that I thought might be one - even though in the past the VouchX code's I received were much longer - and I tried with no avail to redeem it).  I waited a few hours.  Then, I responded to the CS email and through the ladesk interface.  After getting no response again for a few hours I submitted a second ticket.  I tweeted out to @bitinstant help, where it was confirmed that my ticket was in the queue, and should be resolved soon.  That was 30 hours ago.

I really appreciate the service bitinsant provides, and have pumped like 10K through you guys in the last couple of weeks.  However, having this $1700 transaction outstanding for nearly 72 hours (after it was supposedly resolved once by CS) is starting to Wear me a little thin.  Notwithstanding the trivial amount of money I've lost in the market, I'm starting to be concerned that recovering this transaction is going to be an issue.  I try not to believe all the trash talk I see on forums, facebook, and twitter especially when I know most people are impatient assholes and use the internet to spout off ignorant claims about legitimate businesses.  I am trying to be reasonable.

I would really appreciate some assistance if any of you bitinstant guys are hanging around right now

Thanks!

PS New account here, email me where the transaction was supposed to be sent or hit me @NoCoinz if I don't respond immediately here.

[naalayimsandal]

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

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

Please include your email so I can verify that your issue is logged.  Thanks.

thanks. i loged the issue just now. my email is naalayimsandal@yahoo.com.

We are looking further into your issue and we hope to bring you a resolution soon.  Thanks for your patience.

any news?

[bitnoowb]

Hello Ursay,

Can you look into order ID:     2c46d017-b915-4c0d-96e2-7d11ffe83e12

$611.30 sent with Bitstamp code, 24+ hours later nothing received!

At this moment you guys are taking the Instant out of Bit  

Anyways some communication would be nice. You can refund in VouchX, Bitstamp, BTC-E and deduct your transaction fees!

Regards

(Support request has been submitted 24+ hours ago)

I was able to see your support request in the queue.  Thanks for your patience as we look into your issue.

Hello Ursay,

You've sent me an email claiming that the bitstamp code was invalid. However Bitstamp has confirmed that the code was indeed redeemed by Bitinstant. It looks like this happened before with another customer of yours as you can read in this thread: https://bitcointalk.org/index.php?topic=149906.msg1592756#msg1592756

Can you please refund my money. It's not so fun anymore 72 hours later.

[URSAY]

Back a few weeks ago, I received an email saying my exchange rate was at around 180$USD/BTC at the time of my quote, and that my order (once it had completed a few days after my initial transaction) was completed correctly.

In my order, after fees, it said I would be receiving 96.01$ worth of BTC (104$ total paid. 0.05$ kiosk fee, 3.95$ fee to zipzap, leaving a 100$ payment to Bitinstant, paying 3.99% to fees for transaction type of zipzap>bitcoin address).

So by my math, I should have received approximately .5333889 BTC (96.01$/(180$/BTC))

I received .39751218 BTC, and I don't see anywhere on the BitInstant site (which was linked to me in the email) where another 20% in fees would come from, and .1BTC would be quite generous for a miner's fee.

I asked on here on the forum thread and sent a support email asking about this, and I haven't heard back anything about this beyond the automated response from the support email. Can I at least be told where my logic fails me if I did in fact receive the correct amount?


Info from initial transaction:
BitInstant
Quote ID   89935216-bf5d-4c9e-a905-c4fc70cea390
Event ID   34ac2998-322f-4145-8fe1-f2c656fc2868
Amount you will receive   $96.01 USD

ZipZap
Account Number: 705784734
Recieve Code: 9611

Please supply me with your email and I will look up your issue and confirm it has been logged.  Thanks.

[URSAY]

I could really use some help!

Order id: 0d9f3b98-9f17-4e2b-8baf-74f51666b984

Last Thursday, I exchanged a Bitstamp coupon for VouchX via bitinstant.  The transaction failed with "Serious Error Occurred."  My bistamp coupon was redeemed, but I never received an email with the VouchX code.  I immediately filed a ticket.  I heard back from a CS rep on Saturday night (about 36 hours later).

"Hi,

Processed. Sorry for the delay.

---
Sincerely,
Rachel

---
To rate this answer or view ticket history please follow the link:
http://bitinstant.ladesk.com/ticket_e"

I was ecstatic.  Then, I again never received a VouchX code (there was an alpha-numeric subject title that I thought might be one - even though in the past the VouchX code's I received were much longer - and I tried with no avail to redeem it).  I waited a few hours.  Then, I responded to the CS email and through the ladesk interface.  After getting no response again for a few hours I submitted a second ticket.  I tweeted out to @bitinstant help, where it was confirmed that my ticket was in the queue, and should be resolved soon.  That was 30 hours ago.

I really appreciate the service bitinsant provides, and have pumped like 10K through you guys in the last couple of weeks.  However, having this $1700 transaction outstanding for nearly 72 hours (after it was supposedly resolved once by CS) is starting to Wear me a little thin.  Notwithstanding the trivial amount of money I've lost in the market, I'm starting to be concerned that recovering this transaction is going to be an issue.  I try not to believe all the trash talk I see on forums, facebook, and twitter especially when I know most people are impatient assholes and use the internet to spout off ignorant claims about legitimate businesses.  I am trying to be reasonable.

I would really appreciate some assistance if any of you bitinstant guys are hanging around right now

Thanks!

PS New account here, email me where the transaction was supposed to be sent or hit me @NoCoinz if I don't respond immediately here.

I believe I've responded to you on Twitter and also explained that your support issue is opened and logged in our systems.  Please be patient.  Thanks.

[URSAY]

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

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

Please include your email so I can verify that your issue is logged.  Thanks.

thanks. i loged the issue just now. my email is naalayimsandal@yahoo.com.

We are looking further into your issue and we hope to bring you a resolution soon.  Thanks for your patience.

any news?

Our system shows your issue as resolved.  Is this not the case?  Thanks.

[URSAY]

Hello Ursay,

Can you look into order ID:     2c46d017-b915-4c0d-96e2-7d11ffe83e12

$611.30 sent with Bitstamp code, 24+ hours later nothing received!

At this moment you guys are taking the Instant out of Bit  

Anyways some communication would be nice. You can refund in VouchX, Bitstamp, BTC-E and deduct your transaction fees!

Regards

(Support request has been submitted 24+ hours ago)

I was able to see your support request in the queue.  Thanks for your patience as we look into your issue.

Hello Ursay,

You've sent me an email claiming that the bitstamp code was invalid. However Bitstamp has confirmed that the code was indeed redeemed by Bitinstant. It looks like this happened before with another customer of yours as you can read in this thread: https://bitcointalk.org/index.php?topic=149906.msg1592756#msg1592756

Can you please refund my money. It's not so fun anymore 72 hours later.

Please log your issue thru our main support channel...

bitinstant.com/contact

Thanks.

[NoCoinz]

I could really use some help!

Order id: 0d9f3b98-9f17-4e2b-8baf-74f51666b984

Last Thursday, I exchanged a Bitstamp coupon for VouchX via bitinstant.  The transaction failed with "Serious Error Occurred."  My bistamp coupon was redeemed, but I never received an email with the VouchX code.  I immediately filed a ticket.  I heard back from a CS rep on Saturday night (about 36 hours later).

"Hi,

Processed. Sorry for the delay.

---
Sincerely,
Rachel

---
To rate this answer or view ticket history please follow the link:
http://bitinstant.ladesk.com/ticket_e"

I was ecstatic.  Then, I again never received a VouchX code (there was an alpha-numeric subject title that I thought might be one - even though in the past the VouchX code's I received were much longer - and I tried with no avail to redeem it).  I waited a few hours.  Then, I responded to the CS email and through the ladesk interface.  After getting no response again for a few hours I submitted a second ticket.  I tweeted out to @bitinstant help, where it was confirmed that my ticket was in the queue, and should be resolved soon.  That was 30 hours ago.

I really appreciate the service bitinsant provides, and have pumped like 10K through you guys in the last couple of weeks.  However, having this $1700 transaction outstanding for nearly 72 hours (after it was supposedly resolved once by CS) is starting to Wear me a little thin.  Notwithstanding the trivial amount of money I've lost in the market, I'm starting to be concerned that recovering this transaction is going to be an issue.  I try not to believe all the trash talk I see on forums, facebook, and twitter especially when I know most people are impatient assholes and use the internet to spout off ignorant claims about legitimate businesses.  I am trying to be reasonable.

I would really appreciate some assistance if any of you bitinstant guys are hanging around right now

Thanks!

PS New account here, email me where the transaction was supposed to be sent or hit me @NoCoinz if I don't respond immediately here.

I believe I've responded to you on Twitter and also explained that your support issue is opened and logged in our systems.  Please be patient.  Thanks.

Ursay,

Yeah you did, respond to me on twitter thank you.  I really don't mean to be impatient.  I appreciate you checking on it for me! I am overly concerned because I never had a problem with your service before, the amount involved, and because it fell through the CS cracks the first time.  I will try to wait patiently for a resolve!