Official Newbie BitInstant Support Thread (Active Customer Support)

[devz0r]

I successfully completed a MoneyGram transaction a little over a month ago. I just attempted twice to make another one, with two separate transactions over two different days, and both times the clerk informed me that MoneyGram (or ZipZap) is reporting a valid account number, but "invalid last name" for my transactions. This was at two different locations, with two different transactions.

I don't know how much it affects it, but the transaction that I completed a month ago was done on a PC. The transactions I did the past two days were done by smartphone. The only way I can see that being a problem is if it is somehow leaving a space or some other character in the name field that isn't being shown.

EDIT: For further clarification, I did indeed use my correct first and last name, and did check multiple times to be sure that they were inputted correctly.

[1714964535]

1714964535

[1714964535]

1714964535

[1714964535]

1714964535

[Yankee (BitInstant)]

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

Hey Jonny, looks like this was executed, can you confirm?

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)

Working on this issue now.

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!

We just ran out of reserves, I can process it when its up within a few hours or I can refund you now.

Hello,

I had placed an order, ID: ee7aba52-5034-492f-8b0e-889bd03958eb. It's showing Dwolla verification failed, but I had already confirmed my id with them and everything on the last transaction. Can someone take a look at this whdn you have a chance? Thank you

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

Hello?  You answered one's complaints except mine.

[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!

We just ran out of reserves, I can process it when its up within a few hours or I can refund you now.

I will wait, hope you will do it quick

[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

Hello?  You answered one's complaints except mine.

Your so called technical support told me via email I have to wait 3 days for a refund.  Unreal.  Either process my order or refund my money.  I don't care which, but I am not waiting 3 days for anything.  A conventional bank will process my transaction in 48 hours or so and won't charge me 1.5-4% (like you do) for the service.  It is absolutely unacceptable that bitINSTANT needs 3 days to fix the order you accepted but could not fill.  DON'T TAKE ORDERS YOU CAN'T FILL and if you do screw up and take one for God's sake don't make teh customer wait 3 days for a refund.  Geez.

[kimberly1991]

Verification failed again... Please, help!


Kimberly




Order ID    5221bc73-bad6-4901-8250-bb5430eac543
Quote ID    d851374a-b84f-4b4e-a26e-2065d8c33db2
Event ID    ed61ab76-dbe4-4304-a5ab-a564b8933297


Thu Jan 17 19:26:47 2013   889cbbe3-53f5-4f65-99e2-6cedda449a3b   Dwolla failed verification - unable to locate
Thu Jan 17 19:26:47 2013   39f3b80a-886b-4fa3-b9a8-9554d7bf7781   Failed verification too often - giving up

[bvcxznm]

Verification Failed..on two transfers today..unfortunately closed the window of one and lost the quote ID..I assume Im out of luck on that one?

Here's the info for the one that I did manage to save:

Order ID: 4ff19400-cad9-48a8-b6d9-71c3684b066a

Thu Jan 17 21:09:31 2013   885d86a3-0538-41ae-aa7d-9dcd045da99c   Dwolla failed verification - unable to locate
Thu Jan 17 21:09:31 2013   242f8e39-d904-4a18-a80c-40b1266e93e4   Dwolla failed verification - unable to locate

[Yankee (BitInstant)]

Order ID    5221bc73-bad6-4901-8250-bb5430eac543
Quote ID    d851374a-b84f-4b4e-a26e-2065d8c33db2
Event ID    ed61ab76-dbe4-4304-a5ab-a564b8933297


Thu Jan 17 19:26:47 2013   889cbbe3-53f5-4f65-99e2-6cedda449a3b   Dwolla failed verification - unable to locate
Thu Jan 17 19:26:47 2013   39f3b80a-886b-4fa3-b9a8-9554d7bf7781   Failed verification too often - giving up

Processed!

Verification Failed..on two transfers today..unfortunately closed the window of one and lost the quote ID..I assume Im out of luck on that one?

Here's the info for the one that I did manage to save:

Order ID: 4ff19400-cad9-48a8-b6d9-71c3684b066a

Thu Jan 17 21:09:31 2013   885d86a3-0538-41ae-aa7d-9dcd045da99c   Dwolla failed verification - unable to locate
Thu Jan 17 21:09:31 2013   242f8e39-d904-4a18-a80c-40b1266e93e4   Dwolla failed verification - unable to locate

Sure, PM me your Dwolla ID and Ill find the other one.

I processed this

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

Hello?  You answered one's complaints except mine.

Your so called technical support told me via email I have to wait 3 days for a refund.  Unreal.  Either process my order or refund my money.  I don't care which, but I am not waiting 3 days for anything.  A conventional bank will process my transaction in 48 hours or so and won't charge me 1.5-4% (like you do) for the service.  It is absolutely unacceptable that bitINSTANT needs 3 days to fix the order you accepted but could not fill.  DON'T TAKE ORDERS YOU CAN'T FILL and if you do screw up and take one for God's sake don't make teh customer wait 3 days for a refund.  Geez.

Hey man, relax! Your order was already processed. Im not sure who told you 3 days but its not true, dont worry.

Contact me in the future if you have an issue, no reason to flip out!

Charlie

[ThaddeusB]

Hey man, relax! Your order was already processed. Im not sure who told you 3 days but its not true, dont worry.

Contact me in the future if you have an issue, no reason to flip out!

Charlie

BTC was trading at 14.60 at MtGox (and 14.20 at BTC-e) when I tried to transfer.  It is now 15.60/15.20.  That means I have to pay 6.8% more because I was stupid enough to believe a service called Bitinstant would you know be instant.  So I will "flip out" if I want to.  I didn't pay 1.5% for you to sit on my funds for 18 hours!

If you can't fill the order, don't take it without warning the user.  How freaking complicated can that possibly be?

$available = get_reserve ($to_exchange)
if ($available < $requested) {
   warn_low_reserve()
}

[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)

Working on this issue now.

Any news on this? I want a refund to MtGox.

[heavyheavy]

getting a failed verification too often. transferring from dwolla to bitcoin address

Order ID   7383ff61-5c9f-4f70-97d6-27dfa1042947
Quote ID   997a2eff-881e-4250-bace-5a741edc31fa
Event ID   7b6bc7af-4b96-438f-9f6d-409f1953f3e1

[ThaddeusB]

Hey man, relax! Your order was already processed. Im not sure who told you 3 days but its not true, dont worry.

Contact me in the future if you have an issue, no reason to flip out!

Charlie

for the record:

I apologize for the issue. I'm forwarding your information over to my CEO to issue you a refund via an Mt.Gox code. Please be advised that refunds can take up to 3 business days to process. Thanks in advance, for your patience.

---
Sincerely,
Rachel

[sheldonst]

Last night, I tried to do a transaction from btc-e to my instawallet address, and the status still said "loading" as of this morning (and the site said low btc-e reserves, but it doesn't anymore).  I filled out the 'contact us' form on the site with all the details (except the order id, which I found and is 0d3f28c3-736e-43a9-a8a8-41474b941e74), so please let me know what's going on!  I've had success doing transactions with both cash and bitstamp coupons, so hopefully this can be resolved soon.  Thanks!

[abbath]

I tried to place in order using Dwolla and the verification failed.  I contacted support 3 days ago, Rachel forwarded the order info to tech support and I am still waiting.

[Yankee (BitInstant)]

Last night, I tried to do a transaction from btc-e to my instawallet address, and the status still said "loading" as of this morning (and the site said low btc-e reserves, but it doesn't anymore).  I filled out the 'contact us' form on the site with all the details (except the order id, which I found and is 0d3f28c3-736e-43a9-a8a8-41474b941e74), so please let me know what's going on!  I've had success doing transactions with both cash and bitstamp coupons, so hopefully this can be resolved soon.  Thanks!

Hey, do you have another Order ID? The error for that Order with that MtGox code was: {u'error': u'coupon redeemed before'}

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)

Working on this issue now.

Any news on this? I want a refund to MtGox.

Hey, we processed this. Check your email.

I tried to place in order using Dwolla and the verification failed.  I contacted support 3 days ago, Rachel forwarded the order info to tech support and I am still waiting.

Its an issue were having on every few orders. PM me your Quote or Order ID or post it here, Ill resolve it ASAP.

If you can't fill the order, don't take it without warning the user.  How freaking complicated can that possibly be?

Hey,

Thanks for your code suggestions and ideas, we have a system in place and always developing to make it better.

We have a rolling reserve with BTCe when it goes out, all orders are que'd and processed usually within 1-2 hours.

Most of our customers who use this with high frequency trading know how the software works, however we should make it more noticeable.

Our API fully supports not accepting an order if we have no reserves.

Were working on a redesign which will include the data, our API also rejects all orders with no reserve.

Charlie

[gretchen1987]

Failed verification...

Order ID    8c23251c-6d5e-404b-baed-00d2cde12d3a
Quote ID    317c2091-1273-47c8-beb4-bb5b31238d1a
Event ID    93c86e87-0fd7-49bd-a907-b951d90a297a


Fri Jan 18 02:05:10 2013   e72736e6-bab1-423d-bcfc-ba59f5e05fba   Failed verification too often - giving up

[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)

Working on this issue now.

Any news on this? I want a refund to MtGox.

Hey, we processed this. Check your email.

Hello, I received no emails from you.

[ThaddeusB]

If you can't fill the order, don't take it without warning the user.  How freaking complicated can that possibly be?

Hey,

Thanks for your code suggestions and ideas, we have a system in place and always developing to make it better.

We have a rolling reserve with BTCe when it goes out, all orders are que'd and processed usually within 1-2 hours.

Most of our customers who use this with high frequency trading know how the software works, however we should make it more noticeable.

Our API fully supports not accepting an order if we have no reserves.

Were working on a redesign which will include the data, our API also rejects all orders with no reserve.

Charlie

So just make the regular website do the same check the API does and the problem is solved. 

[mitty]

I just placed 2 orders on BitInstant with Dwolla and both failed.  I paid with my Dwolla balance and both transactions are <=$500.
https://www.bitinstant.com/order_status/95a1fd7d-0827-40bb-b9d7-0a33e1f42ba8 (Dwolla tx id: 1742833)
https://www.bitinstant.com/order_status/6364ce56-6042-4948-8d3d-2ebac719d10b (Dwolla tx id: 1742839)

Thanks!

[Yankee (BitInstant)]

So just make the regular website do the same check the API does and the problem is solved. 

Yup, thats the plan working on it!

Failed verification...

Order ID    8c23251c-6d5e-404b-baed-00d2cde12d3a
Quote ID    317c2091-1273-47c8-beb4-bb5b31238d1a
Event ID    93c86e87-0fd7-49bd-a907-b951d90a297a


Fri Jan 18 02:05:10 2013   e72736e6-bab1-423d-bcfc-ba59f5e05fba   Failed verification too often - giving up

Processed!

I just placed 2 orders on BitInstant with Dwolla and both failed.  I paid with my Dwolla balance and both transactions are <=$500.
https://www.bitinstant.com/order_status/95a1fd7d-0827-40bb-b9d7-0a33e1f42ba8 (Dwolla tx id: 1742833)
https://www.bitinstant.com/order_status/6364ce56-6042-4948-8d3d-2ebac719d10b (Dwolla tx id: 1742839)

Thanks!

I see Rachel processed these, can you confirm?