Official Newbie BitInstant Support Thread (Active Customer Support)

[dave859]

So I get a response from "Rachael" to the newer not important messages. But message from yesterday relating to the missing funds are not replied to. I once again contact support@bitinstant.com. Please explain when the situation of only $39 in your bitstamp account will be solved. Please don't bill me your fees because transfer was "guaranteed" 1 hour.

[Yankee (BitInstant)]

Where can I reach someone? I'm not going to post my private order details on a public forum.

How can I use your "live chat?"

I have to get going I can't hang around all day a forum trying to get my money. Can you please check your email and take care of this already? You say 1 hour "instant" but it's been more than half a day, no response to email no live chat even exists and nobody answers your phone. I sent a message yesterday through your "live chat" when it was obvious there was a problem.

You need to add money to your bitstamp account and then process all the failed transactions!

So I get a response from "Rachael" to the newer not important messages. But message from yesterday relating to the missing funds are not replied to. I once again contact support@bitinstant.com. Please explain when the situation of only $39 in your bitstamp account will be solved. Please don't bill me your fees because transfer was "guaranteed" 1 hour.

Please don't post three messages!

If there is an issue, please PM me your Order ID and I will resolve it, or wait for support to respond to you

Thanks!

>What are you trying to do?

I paid for coins (I already received, that was not the issue) but I wanted to  look at the receipt so that next time I know what information to give you in case anything happens, I am autistic and sometimes i dont understand things right away so i write it down and keep notes a lot.

Got it, its a 9 digit Account Number.

[dave859]

Your SUPPORT@BITINSTANT email has bounced.

Please let me know how can I reach someone?

[Yankee (BitInstant)]

YOUR SUPPORT@BITINSTANT EMAIL HAS BOUNCED.

PLEASE HOW CAN I REACH SOMEONE?

I sent the PM please call me back.

No need to put caps lock.

I got your PM and your order has been processed.

Enjoy your trip.

Charlie

[dave859]

Glad to hear. Please let me know what measures you have put in place to prevent this in the future. I should not have to contact your support when the balance on your exchange accounts is low, you should be able to handle that automatically and quickly..

[xms1994x]

Hey, I sent two payments through moneygram to BTC yesterday that were in the same amount, and only one of them has actually come through.

The first orderID (that worked) was 82df6e12-f20a-4917-8a6b-6a5ea8ad445c.

The second orderID (the one I'm missing) is 2eb58aa3-19b8-4cfb-8776-2568b02a6792, and the Zip Zap account number for it was 461593071. Could you please look into this for me?

[Yankee (BitInstant)]

Hey, I sent two payments through moneygram to BTC yesterday that were in the same amount, and only one of them has actually come through.

The first orderID (that worked) was 82df6e12-f20a-4917-8a6b-6a5ea8ad445c.

The second orderID (the one I'm missing) is 2eb58aa3-19b8-4cfb-8776-2568b02a6792, and the Zip Zap account number for it was 461593071. Could you please look into this for me?

Sure, the other one is in our fraud filter because of the same amount and address of the second order. I will process it.

[xms1994x]

Thank you!!

[dave859]

Since you fail to address my concerns regarding the underlying bug in the system, here is all the details so others can be aware of it:

eventtype: Order executed
APIResponse: {"error": {"amount": ["You only have $39.3 available. Check your account balance for details."}}}
FundsSent: $234.402

This order is considered "executed" by your system. When it is viewed on the website there's no indication of an error. You need to implement a system where these orders don't need any intervention from the user and are processed as quickly as the issue is resolved on your end. Unfortunately, as you can see these failures in your system have cost you money.

Also it would not hurt to update your phone recording because you do not offer any "live chat" and also never answer the telephone. You should make it clear to your customers what level of service to expect.

[Yankee (BitInstant)]

Since you fail to address my concerns regarding the underlying bug in the system, here is all the details so others can be aware of it:

Hi, I succeeded in addressing your concerns. We are well aware of the glitch and are fixing it.

Also it would not hurt to update your phone recording because you do not offer any "live chat" and also never answer the telephone. You should make it clear to your customers what level of service to expect.

Just because you did not get thru at a specific time does not mean we do not offer it.

Charlie

[eReBu5]

Hello, I'm having an issue with a transfer from Dwolla - order status says "Dwolla failed verification - unable to locate". The money is gone from my Dwolla account, but hasn't shown up at the destination.

The order ID is 4790c6b3-be9c-4518-bc85-9575c677265d

thanks!

[Yankee (BitInstant)]

Hello, I'm having an issue with a transfer from Dwolla - order status says "Dwolla failed verification - unable to locate". The money is gone from my Dwolla account, but hasn't shown up at the destination.

The order ID is 4790c6b3-be9c-4518-bc85-9575c677265d

thanks!

Processed!

[speedofdark]

Also having a problem with my transaction. OrderID is 62662070-bbc1-4ff9-bfb5-eebf5aa11155. Same problem as 2 posts back exactly (money out of Dwolla, failed verification, etc).

Thanks!

[Yankee (BitInstant)]

Also having a problem with my transaction. OrderID is 62662070-bbc1-4ff9-bfb5-eebf5aa11155. Same problem as 2 posts back exactly (money out of Dwolla, failed verification, etc).

Thanks!

Hey, I see this was processed!

[Altomesi]

Hey guys, got the Dwolla to BitCoin error that others get.

"Dwolla failed verification - unable to locate"


Order ID: 4d017498-5bf9-498f-bf57-08f166be5a2c

Thanks

[Yankee (BitInstant)]

Hey guys, got the Dwolla to BitCoin error that others get.

"Dwolla failed verification - unable to locate"


Order ID: 4d017498-5bf9-498f-bf57-08f166be5a2c

Thanks

Processed!

[ThaddeusB]

Order ID 1ae74ebe-6630-41eb-b5a3-7a60be8c81b5 "execution failed!"  Please cancel and return funds to my MtGox acct since you failed to meet your promised time frame.

Thanks,
Thaddeus

[JonnyB]

I completed transaction 24 hours ago, no show
Quote ID    4a5b0f3c-7ac3-4198-aa8f-97f23ffe7377
Event ID    a8ec3bd3-d0b4-4db8-9127-39fdfa377b01

[macbook-air]

https://www.bitinstant.com/order_status/f8ab28c5-4e39-4048-9f03-13272c62cfb7

"Serious error occurred"

If it cannot get processed before 04:00 UTC. I want refund. (That is, MtGox code, instead of VouchX)

[Fanatic]

hello! it's me again! "All Reserves Up" but i'm having problems with transaction!

Order# cdd1ad4b-ab7a-42d2-a1c7-20862e85e473
800$ MtGox -> BTC-E
Order execution failed!