Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Hi I sent a Bitcoin-email transfer on JUNE 1st 2013 and still no bitcoins in my email. I have contacted coinapult and bitinstant but still no response.

Gabe Sukenik of coinapult emailed me but he has not responded to my response email for 10 days.

Here is my information:

OrderID: 29618d6d-9a17-4f99-a837-1c310fb9a2ba
EventID: 49c064b5-973e-4b72-a446-da0818c8b46f
QuoteID: 5dae435b-2410-4e36-9680-2efa9370fa17

$192.02 hang in the balance. Please rescue me!

It's been over 2 weeks, and I have been patient because I know you guys are really busy, but can someone please fix my situation?

Thank you for your help!!

EDIT: I sincerely apologize to URSAY. His response email was put into a different box in my mail. HOWEVER, my target email address for the bitcoins did not receive an email containing the coinapult bitcoins. I have emailed URSAY from a different address.

If your issue is in the hands of Coinapult support then I can't help much.  I know they have a support back log as well so I would suggest you stay patient and respond to your support ticket as needed.

[1714116857]

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[1714116857]

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[URSAY]

We are experiencing problems with one of our partners, please try again later....    2 days c'mon

It's unlikely this will see a fix in the near future.  Unfortunately our devs have higher priority bugs to squash.

[URSAY]

I have used your services numerous time and have never waited more that 1 hour for my coin to reach its MTGOX destination until now!
It has been over 4 hours and My time Is My Money. You charge a fee so why let us down.  If i do not get my coin at the rate at which you receive my money-gram then this three times a week customer will use a different banker,
FW
Please get back to me

Please log your issue at support.bitinstant.com

[URSAY]

I demand satisfaction. On Sunday, I purchased $373.95 worth of bitcoins, and I still have not received an email from Bitinstant or my bitcoins. All of my attempts to contact customer support have gone unanswered.  If I have to pursue some sort of legal action, I will.

Please log your issue at support.bitinstant.com

[ardana123]

Don't you guys do Gox to bitstamp transfers anymore on the new site?

[URSAY]

Don't you guys do Gox to bitstamp transfers anymore on the new site?

All functionality that we have available is on bitinstant.com

I'm sorry that I have no ETAs for any missing functionality.

[ardana123]

ask your boss whether you're gonna do gox to bitstamp again then in the future

stop being so generic in your replies, you're almost like a robot, all you need to do is answer questions using "affirmative" and "negative" now

[Gareth Nelson]

Hi I sent a Bitcoin-email transfer on JUNE 1st 2013 and still no bitcoins in my email. I have contacted coinapult and bitinstant but still no response.

Gabe Sukenik of coinapult emailed me but he has not responded to my response email for 10 days.

Here is my information:

OrderID: 29618d6d-9a17-4f99-a837-1c310fb9a2ba
EventID: 49c064b5-973e-4b72-a446-da0818c8b46f
QuoteID: 5dae435b-2410-4e36-9680-2efa9370fa17

$192.02 hang in the balance. Please rescue me!

It's been over 2 weeks, and I have been patient because I know you guys are really busy, but can someone please fix my situation?

Thank you for your help!!

EDIT: I sincerely apologize to URSAY. His response email was put into a different box in my mail. HOWEVER, my target email address for the bitcoins did not receive an email containing the coinapult bitcoins. I have emailed URSAY from a different address.

If your issue is in the hands of Coinapult support then I can't help much.  I know they have a support back log as well so I would suggest you stay patient and respond to your support ticket as needed.

To elaborate on this, this order was sent to coinapult and we got back a successful response from their API, but traditionally tormail has been problematic. If you still haven't gotten a response from coinapult please update your support ticket and provide an alternate email address.

[Gareth Nelson]

ask your boss whether you're gonna do gox to bitstamp again then in the future

stop being so generic in your replies, you're almost like a robot, all you need to do is answer questions using "affirmative" and "negative" now

We will be bringing back gox to bitstamp and other features once we've fixed any other outstanding issues of higher priority.

[Gareth Nelson]

I have used your services numerous time and have never waited more that 1 hour for my coin to reach its MTGOX destination until now!
It has been over 4 hours and My time Is My Money. You charge a fee so why let us down.  If i do not get my coin at the rate at which you receive my money-gram then this three times a week customer will use a different banker,
FW
Please get back to me

Have you got a support ticket open or can you provide your order details?

[Gareth Nelson]

I just paid $139.95 to BitInstant.  I get this in my email:

"Thank you for using BitInstant!

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 17 2013 14:56:50, meaning your order has currently failed.

Transaction ID: 4c93363c-1892-4b9f-b04a-1ec512fc11b0"  etc, etc.

I have used BitInstant and NEVER had any problems.  Now I get this.  I login to my BitInstant account, and see that they had no issues whatsoever accepting my money, but there is a "Coinapult error."  I had something that had to be purchased today, that's why I went w/BitInstant was for their speed in transferring BTC to my account.

Someone from BI care to explain this and send me my BitCoins, please?

Please log your issue at support.bitinstant.com so we can work to provide you with a solution.

I did log this issue with support.  They gave me some crappy generic response of contacting Coinapult and expecting me to wait 1-3 days for a REPLY from them, not even a solution.  The other guy up there ordered the same time (around) that I did, and had the same issue, and has received his coins.  I am just wondering why that is, when I have yet to receive mine?  Im sorry, I made a purchase that had to be purchased today before 11:59pm, so I am HOPING that you can resolve this issue for me. 

UPDATE:  I am getting a bunch of MtGox transfer errors on my BitInstant.com login when I view the order placed.  Uhm... I didn't place an order to goto MtGox.  It was a direct to BitCoin address order to my Blockchain account...

I just checked on this, your order failed due to an invalid bitcoin address, please update your support ticket with a known good address.

[technomancer]

Still same problem. 
We are experiencing problems with one of our partners, please try again later.....   when you fix this problem?

[BitOmni]

BitInstant has been fair in solving issues. I would be more patient with them to get your issue resolved.

You'll be more than happy once you get this working.

+1 for Bitinstant.

[frank85]

I have used your services numerous time and have never waited more that 1 hour for my coin to reach its MTGOX destination until now!
It has been over 4 hours and My time Is My Money. You charge a fee so why let us down.  If i do not get my coin at the rate at which you receive my money-gram then this three times a week customer will use a different banker,
FW
Please get back to me

Have you got a support ticket open or can you provide your order details?

Subject: BitInstant Transaction Failed

Hi

Thank you for using BitInstant!

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 11 2013 18:49:39, meaning your order has currently failed.
Transaction ID: 8fb55a51-71a3-4da6-96c4-5458dde44c3a
Case #: 10203



I have been more than patient with BITINSTANT. correct me if i'm wrong, a week AND for $503.95!! with no end in site...

[tacobell]

hmmm dont know why it not working for everyone else...just did a guest transaction 5 minutes ago for 500 and it was in my account before i got home...literally less than 10 min after i paid....that being said i was charged a little more than usual...only recieved 4.34 coin from 500 bux which equates to me paying 115.00 per coin... beggers cant be choosers but any reason why that so high? that like almost 10%

[taymgates]

Been going on awhile now and still have not recieved my BTC. Not sure what is going on here... PLEASE HELP

sent: $323.95
Transaction ID: f7e92174-84b0-4d49-ba8f-fcdcc3801e0f
reference to Case #15941

[dave23]

in reference to Case #15883:

Event Log
Date   Event Type   Event ID
06/18/13 13:53   New Order   333bc4c4-0d7f-44b4-a86b-890756ca03a7
06/18/13 13:53   ZipZap Payment Received   0de1d705-aa05-409c-9b1d-0a9b75ff4748
06/18/13 13:53   Coinapult error   7ba2b1a8-aa28-4e55-a904-138c2da734b5



When will this be resolved?  I am doing something that is time sensitive and based on my previous transactions I expected to have my bits in an instant. 

[Loser15]

Case #13935

transaction still says pending, i know you all are extremely busy but this is a quick fix. just need the account number it's being sent to changed from 206660 to M51206660X

sorry for the impatience

[cardcomm]

I (along with MANY others) had an issue with an order that took several days to resolve. I've already requested a refund of my fees, and have had no response. You promised earlier in this thread you would be considering a method to compensate the hundreds of customers left hanging for funds.

WHAT MUST I DO TO GET MY FEES REFUNDED? It seems foolish to make everyone submit a request - you KNOW who's orders had problems.

[Sunyata]

Hi Ursay,

I just recently purchased some BTC and had some sent to my wallet yet I have no e-mail confirmation from bitinstant or zip zap that my payment went through. I understand that it can take up to 24 hours for my coins to come through I am just worried since I have yet to see an e-mail confirmation of my payment. The account number was 212 203 202 and it was sent to the BTC address 1HkVuiXZwKfkMBfK5DvtJcMBkqTe5wn8HS.

Edit: I still don't have either an order number or confirmation e-mail 12+ hours after payment. I am starting to become slightly concerned.

Please log your issue at support.bitinstant.com with the info you have available.

Hey URSAY,

Thanks for the reply! I opened up a ticket about 20 hours ago, and I am waiting for reply on that now. I am just wondering how long it will take to get a reply?