Official Newbie BitInstant Support Thread (Active Customer Support)

[Yankee (BitInstant)]

We are investigating and working on the issue, I am sorry for the delay this is causing.

Will update soon

[mjc]

I just tried to send a money gram to zipzap, which is part of a BitInstant transaction and when I got to the money gram vendor, they said the account was not correct.  I took the sheet I printed out.  It was about an hour after I printed it out.  I've done this a number of times before and I know it works.  What happened this time?

I tried this two times today and both times failed with the same error about wrong last name as mentioned by others before me.  Both times I did the same thing as I had in other attempts that we successful in the past.  I even tried two separate places to send the money gram.  I'll just have to wait until you all get it fixed. 

[MrCrappy]

O the humanity.

[quattrobente]

Do you buy btc?

[acegik12367]

We are investigating and working on the issue, I am sorry for the delay this is causing.

Will update soon

Please do!

[bb999]

I spoke with customer support at ZipZap and the woman there told me all of the transfers are coming in with the name "John Doe" so when you give your real name to Moneygram it doesn't match up.  She didn't know when it would be resolved.

[Yankee (BitInstant)]

Hey All,

Quick update – we’re turning off our cash deposits until late Friday (Dec. 7). We apologize for the inconvenience this causes, but we need to fix some processing errors that have been causing problems for customers today.

If you already have a cash deposit payment slip, feel free to complete the order as normal, we’re just halting the creation of any new cash deposits. We’ll update this post tomorrow when the deposits are turned back on.

Thank you very much for your patience!

Charlie

[acegik12367]

Hey All,

Quick update – we’re turning off our cash deposits until late Friday (Dec. 7). We apologize for the inconvenience this causes, but we need to fix some processing errors that have been causing problems for customers today.

If you already have a cash deposit payment slip, feel free to complete the order as normal, we’re just halting the creation of any new cash deposits. We’ll update this post tomorrow when the deposits are turned back on.

Thank you very much for your patience!

Charlie

Will existing ones work? I don't quite understand ...

[Yankee (BitInstant)]

Hey All,

Quick update – we’re turning off our cash deposits until late Friday (Dec. 7). We apologize for the inconvenience this causes, but we need to fix some processing errors that have been causing problems for customers today.

If you already have a cash deposit payment slip, feel free to complete the order as normal, we’re just halting the creation of any new cash deposits. We’ll update this post tomorrow when the deposits are turned back on.

Thank you very much for your patience!

Charlie

Will existing ones work? I don't quite understand ...

Of course!

[mjc]

So try to send a Money gram with the name John doe on it.  It sounds like it might work.  :-)  I would try, but I already funded my account another way.

[Yankee (BitInstant)]

Update 7:17 PM (19:00) EST

We are back with full ZipZap and Moneygram Support.

John Doe is dead.

-Charlie

[acegik12367]

Update 7:17 PM (19:00) EST

We are back with full ZipZap and Moneygram Support.

John Doe is dead.

-Charlie

This is great news.

[macbook-air]

Hello, my order of $500 mtgox to btc-e has failed. Could you please look into it? It was the first time I used your service. Too bad. As you slogan is "time is money", I want a refund back to mtgox in full if you cannot process the order in the next few minutes. Thanks!

order id: 3770f0fc-2638-4d80-a60f-250119e80b84

[zThermal]

OrderID: 7c0f866a-79eb-4e58-a844-ecf88a9d163f
and
OrderID: 72e6d795-1a84-4ef0-8311-0da065d250f9

(https://bitcointalk.org/index.php?topic=129585.msg1383981#msg1383981)

[Yankee (BitInstant)]

Hello, my order of $500 mtgox to btc-e has failed. Could you please look into it? It was the first time I used your service. Too bad. As you slogan is "time is money", I want a refund back to mtgox in full if you cannot process the order in the next few minutes. Thanks!

order id: 3770f0fc-2638-4d80-a60f-250119e80b84

Hey, we don't have BTC-e funds at the moment (you can see our reserves on btc-e.com on the bottom right)

As always, our system will process the order within a few minutes to a few hours, as soon as BTCe support comes online and credits the account

When the delay passes our promised time, we refund the fees

Thanks for your patience

Charlie

OrderID: 7c0f866a-79eb-4e58-a844-ecf88a9d163f
and
OrderID: 72e6d795-1a84-4ef0-8311-0da065d250f9

(https://bitcointalk.org/index.php?topic=129585.msg1383981#msg1383981)

Hey, no need to post a separate thread...thats why we have this one  

I'm sorry for your issues, as you can understand we were down yesterday and are a little backlogged on support right now.

I will make sure both the outstanding orders will be processed now, Your BTC were purchased and price locked in, so don't worry about price fluctuations either.

For future reference, keep the $ amounts a little different or use different addresses as our fraud filter will stop similar transactions for manual review.

You can also PM me and I respond pretty quickly.

Thanks for your patience and continued support

-Charlie

[macbook-air]

Hello, my order of $500 mtgox to btc-e has failed. Could you please look into it? It was the first time I used your service. Too bad. As you slogan is "time is money", I want a refund back to mtgox in full if you cannot process the order in the next few minutes. Thanks!

order id: 3770f0fc-2638-4d80-a60f-250119e80b84

Hey, we don't have BTC-e funds at the moment (you can see our reserves on btc-e.com on the bottom right)

As always, our system will process the order within a few minutes to a few hours, as soon as BTCe support comes online and credits the account

When the delay passes our promised time, we refund the fees

Thanks for your patience

Charlie

Then what is your "promised time", when exactly can I get my funds back? On BTC-E or MtGox? "Time is money"!

[Yankee (BitInstant)]

Then what is your "promised time", when exactly can I get my funds back? On BTC-E or MtGox? "Time is money"!

Hey,

You can see on your order receipt "Order Deadline" which has a time/date.

You can get your funds back right now if you want! All you need to do is ask me for a refund.

Our system will auto process it on BTC-e or whatever the destination was.

-Charlie

[macbook-air]

Then what is your "promised time", when exactly can I get my funds back? On BTC-E or MtGox? "Time is money"!

Hey,

You can see on your order receipt "Order Deadline" which has a time/date.

You can get your funds back right now if you want! All you need to do is ask me for a refund.

Our system will auto process it on BTC-e or whatever the destination was.

-Charlie

Okay, thanks for your reply. The order had already met its deadline, which was "Fri Dec 7 20:08:21 2012" or almost one hours ago.

I still prefer receive BTC-E USD. But if you don't have enough reserve, I would like to get refund in MtGox USD right now. Thanks!

[Yankee (BitInstant)]

Then what is your "promised time", when exactly can I get my funds back? On BTC-E or MtGox? "Time is money"!

Hey,

You can see on your order receipt "Order Deadline" which has a time/date.

You can get your funds back right now if you want! All you need to do is ask me for a refund.

Our system will auto process it on BTC-e or whatever the destination was.

-Charlie

Okay, thanks for your reply. The order had already met its deadline, which was "Fri Dec 7 20:08:21 2012" or almost one hours ago.

I still prefer receive BTC-E USD. But if you don't have enough reserve, I would like to get refund in MtGox USD right now. Thanks!

Sure, Ill PM you a MtGox code now.

EDIT: Done!

[PTR]

Did zipzap -> you guys -> wallet and have received about half of the funds I should have, is there a time delay? This was already seperated into two transactions.. Should I be waiting for more transfers or did something get screwed up somewhere?