Official Newbie BitInstant Support Thread (Active Customer Support)

[cardcomm]

Any idea how long we're looking at for fee refunds?

We're dealing with a large back log due to the new beta site launch.  I have no ETAs on tickets currently.  Every customer situation is different.

WHAT? Why would every customer situation be different. Disregarding any possible exchange rate issues, it should be the same for every customer - all their fees promptly returned.

Hey BitInstant - you REALLY need to stop this "URSAY" person from speaking for your company. He seems to be lacking somewhat in the tact and customer service areas.

[URSAY]

Did you guys receive current rate or at the time of purchase rate, with fee or no fee?.




reference #db6d600b-0c4a-47c7-9da2-44e9415356f6
made payment to zipzap wednesday but transaction failed..
original ticket # 10746
but updated one is 11381
To Address: 129T69BJzcmhyup6ZN8D9VmuyHo5V3YTQg

but if that doesn't work you can send it to

17TJ78GnL6A6waocfKbCFxLbwT65Btz63P

I received close to the current rate - the total USD value of the bitcoins I received was only a few cents less than the total of my payment less fees.
I DID NOT receive any refund of the fees.

As always, if you have a problem with your order you will want to log it at support.bitinstant.com so we can look further into your issue and provide a solution if needed.

[URSAY]

Any idea how long we're looking at for fee refunds?

We're dealing with a large back log due to the new beta site launch.  I have no ETAs on tickets currently.  Every customer situation is different.

WHAT? Why would every customer situation be different. Disregarding any possible exchange rate issues, it should be the same for every customer - all their fees promptly returned.

Hey BitInstant - you REALLY need to stop this "URSAY" person from speaking for your company. He seems to be lacking somewhat in the tact and customer service areas.

We offer many types of transactions for which fees differ and the third party companies involved differ.  Every customer transaction has a different set of circumstances and we have policies for each of these different scenarios.

[bonedatul]

Im glad to hear that progress is being made. But i still have yet to receive funds in my Mt.Gox account and my support ticket nunber is 9053 an i know my payment was confirmed an no information was wrong. Has anyone that used a Mt.Gox account for their funds to be sent there  gotten their funds yet?

It looks like I asked you for order info that would help me identify your order and you haven't provided that info yet.  Please respond to my support email which asks you for your order info.

I apologize misread my case number it is 9503. My ZipZap account is 713839900.

We just pushed your order thru and we're waiting for an execution.

Still havent received  my funds Ursay do you know why ?. Its suppose to he getting sent to my Mt.Gox account at M65239266X

[347build]

Ursay, thanks. Backlog order executed. Just as i expected. More business to come soon!!

[URSAY]

Can I get your email that you used on the transaction?

*Sensitive info removed at user request*

I'm not finding this email in our system.  Did you use this email on your order?  What's your BI user name?

I certainly used that email since I received my *Sensitive info removed at user request* ticket and payment confirmation, but do not have a BI account.

You should have a transaction ID #.  Have you checked your spam folder?

Nothing in spam.
Your site sent me two emails only, here they both are, with NO transaction ID.

*Sensitive info removed at user request*

Could you please respond to your support emails and provide any info you have thru that venue?  We would that you offer text rather then images and attachments.  Thanks.

[snuff]

If you can help me understand the process of creating a transaction as a guest that would be great. 

 

I know this wasnt directed at me but I also did my transaction as a guest. I do not now nor have I ever had a BI account.

I just went to the first page filled out everything for the buy bitcoins option then hit the "Buy Bitcoins" button, that takes you to a page where you can enter your wallet address. At the bottom of that page there are two buttons one says "Continue as guest" the other says "Register or log in", I hit the first one.

[URSAY]

Im glad to hear that progress is being made. But i still have yet to receive funds in my Mt.Gox account and my support ticket nunber is 9053 an i know my payment was confirmed an no information was wrong. Has anyone that used a Mt.Gox account for their funds to be sent there  gotten their funds yet?

It looks like I asked you for order info that would help me identify your order and you haven't provided that info yet.  Please respond to my support email which asks you for your order info.

I apologize misread my case number it is 9503. My ZipZap account is 713839900.

We just pushed your order thru and we're waiting for an execution.

Still havent received  my funds Ursay do you know why ?. Its suppose to he getting sent to my Mt.Gox account at M65239266X

We tried to send your order thru and it's stuck.  The devs are working on a solution.  It would be great if you could start communicating with me thru your support ticket so we can properly track everything that is going on with your issue.  Thanks.

[URSAY]

If you can help me understand the process of creating a transaction as a guest that would be great. 

 

I know this wasnt directed at me but I also did my transaction as a guest. I do not now nor have I ever had a BI account.

I just went to the first page filled out everything for the buy bitcoins option then hit the "Buy Bitcoins" button, that takes you to a page where you can enter your wallet address. At the bottom of that page there are two buttons one says "Continue as guest" the other says "Register or log in", I hit the first one.

Where were you directed from here?

[2xchapter]

1. went to bitinstant
2. checked out as a guest
3. printed slip for zipzap
4. went to cvs pay as a bill
5. you guys received payment successfully.
6. received transaction failed email below.



gareth told me it had to do with incorrect bitcoin address.

I have given you all info.. please process

information in one page.

zipzap account# 836295410

first email i provided by pm is correct.

Below is email I received from you guys.


This email is to notify you that while received your payment successfully, we have encountered an error while trying to process your transaction at Jun 13 2013 01:36:08, meaning your order has currently failed.

Transaction ID: db6d600b-0c4a-47c7-9da2-44e9415356f6

If you contact support about this transaction, please reference this number so we can help you more quickly.

Your payment of 384.04, has NOT yet been transferred to bitcoin.


Gareth told me it failed due to invalid bitcoin address but that is also a correct one.

Here is the one i used.


129T69BJzcmhyup6ZN8D9VmuyHo5V3YTQg

but if that doesn't work you can send it to

17TJ78GnL6A6waocfKbCFxLbwT65Btz63P

hopefully this is enough information for you to push my order through..

hopefully I get more bitcoins now since rate now is 101..

Can you help me understand the process you went thru to create a transaction as a guest?

[bonedatul]

Im glad to hear that progress is being made. But i still have yet to receive funds in my Mt.Gox account and my support ticket nunber is 9053 an i know my payment was confirmed an no information was wrong. Has anyone that used a Mt.Gox account for their funds to be sent there  gotten their funds yet?

It looks like I asked you for order info that would help me identify your order and you haven't provided that info yet.  Please respond to my support email which asks you for your order info.

I apologize misread my case number it is 9503. My ZipZap account is 713839900.

We just pushed your order thru and we're waiting for an execution.

Still havent received  my funds Ursay do you know why ?. Its suppose to he getting sent to my Mt.Gox account at M65239266X

We tried to send your order thru and it's stuck.  The devs are working on a solution.  It would be great if you could start communicating with me thru your support ticket so we can properly track everything that is going on with your issue.  Thanks.

I would like to communicate through my support ticket if the link that was provided in the first email.i received actually worked. Plus i havent received any emails at my address:  steelapollo222@hotmail.com sense i first made a ticket

[snuff]

If you can help me understand the process of creating a transaction as a guest that would be great. 

 

I know this wasnt directed at me but I also did my transaction as a guest. I do not now nor have I ever had a BI account.

I just went to the first page filled out everything for the buy bitcoins option then hit the "Buy Bitcoins" button, that takes you to a page where you can enter your wallet address. At the bottom of that page there are two buttons one says "Continue as guest" the other says "Register or log in", I hit the first one.

Where were you directed from here?

Step 2 Required personal information

At the bottom there are the same two buttons.

Again hit the guest button, then it takes me to a page to confirm my order, at the bottom is a button to "Place order". After that it goes to the Zipzap page.

[txlegally]

URSAY,

Case: 12755

You are clearly trying to help people and are working tickets.  So, having said that.... here is my information again.

I am registered on the BI site (as of tuesday) and have these two still pending:

trxn: 2db4c9f9-b17e-437b-8d52-c1020c99894b
trxn: ff243b22-0525-4ad6-b0da-71b6a51987e5

On top of those two which show as "pending" on BI (straight to mtgox account number), I have another one out there from a guest account going straight to bitcoin wallet.  You sent confirmation that one of these went through today, but I can't tell which one because the orders were both almost identical in amount.

ZipZap shows both as valid/paid.  They can either go to the address on file (which you have correct because one already processed today) or you can send to:

1AYoAQxwqoYq1B31f3xcQigm7Vg4djC5fF  

The account numbers for those payments (verified with ZIPZAP) are:

acct 1: 330 955 469 or
acct 2: 801 720 137

[2xchapter]

this sucks, i am never getting my bitcoins...

i provided all information needed..

[URSAY]

1. went to bitinstant
2. checked out as a guest
3. printed slip for zipzap
4. went to cvs pay as a bill
5. you guys received payment successfully.
6. received transaction failed email below.



gareth told me it had to do with incorrect bitcoin address.

I have given you all info.. please process

information in one page.

zipzap account# 836295410

first email i provided by pm is correct.

Below is email I received from you guys.


This email is to notify you that while received your payment successfully, we have encountered an error while trying to process your transaction at Jun 13 2013 01:36:08, meaning your order has currently failed.

Transaction ID: db6d600b-0c4a-47c7-9da2-44e9415356f6

If you contact support about this transaction, please reference this number so we can help you more quickly.

Your payment of 384.04, has NOT yet been transferred to bitcoin.


Gareth told me it failed due to invalid bitcoin address but that is also a correct one.

Here is the one i used.


129T69BJzcmhyup6ZN8D9VmuyHo5V3YTQg

but if that doesn't work you can send it to

17TJ78GnL6A6waocfKbCFxLbwT65Btz63P

hopefully this is enough information for you to push my order through..

hopefully I get more bitcoins now since rate now is 101..

Can you help me understand the process you went thru to create a transaction as a guest?

Your issue will need to be escalated to Coinapult support.  Thanks for your patience as they work to bring you a solution.

[URSAY]

Im glad to hear that progress is being made. But i still have yet to receive funds in my Mt.Gox account and my support ticket nunber is 9053 an i know my payment was confirmed an no information was wrong. Has anyone that used a Mt.Gox account for their funds to be sent there  gotten their funds yet?

It looks like I asked you for order info that would help me identify your order and you haven't provided that info yet.  Please respond to my support email which asks you for your order info.

I apologize misread my case number it is 9503. My ZipZap account is 713839900.

We just pushed your order thru and we're waiting for an execution.

Still havent received  my funds Ursay do you know why ?. Its suppose to he getting sent to my Mt.Gox account at M65239266X

We tried to send your order thru and it's stuck.  The devs are working on a solution.  It would be great if you could start communicating with me thru your support ticket so we can properly track everything that is going on with your issue.  Thanks.

I would like to communicate through my support ticket if the link that was provided in the first email.i received actually worked. Plus i havent received any emails at my address:  steelapollo222@hotmail.com sense i first made a ticket

I've just responded to your support ticket.

[kevinkrg6]

I took $123.95 to my local CVS today and made my moneygram payment.  ZipZap's website confirms that the payment was made successfully.  Yet my transaction doesn't even show up in the blockchain, or my wallet.  

kevinkrg6@hotmail.com was the email I used. 

[bonedatul]

I took $123.95 to my local CVS today and made my moneygram payment.  ZipZap's website confirms that the payment was made successfully.  Yet my transaction doesn't even show up in the blockchain, or my wallet. 

Did you go to CVS today ?

[URSAY]

I took $123.95 to my local CVS today and made my moneygram payment.  ZipZap's website confirms that the payment was made successfully.  Yet my transaction doesn't even show up in the blockchain, or my wallet.  

kevinkrg6@hotmail.com was the email I used. 

I've responded to your support ticket.

[skyfall]

What happened with Brazilian transactions? I can't find anymore on your website...