Official Newbie BitInstant Support Thread (Active Customer Support)

[alnitak27]

Hi. I had a recent transaction that failed with "Dwolla failed verification". I sent in a support email, but see that this thread exists for these issues as well.

Order info:

Order ID    f6c9a21c-3035-4786-b8ca-fa9b84d2aa4f
Quote ID    2ae10929-d5ec-4088-af73-19709d43e5b8
Event ID    6b995e42-983d-4cdf-b233-f4dca4c922d3


Please let me know if you need any more information.

Thanks!

EDIT:
The support staff here helped to quickly resolve this issue for me. Thanks again!

[1715453806]

1715453806

[1715453806]

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[1715453806]

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[rceee]

Hello,

I emailed customer support three times and attempted a phone call, but have not heard back yet and it has been a couple of days.  I've never had a problem until this order, for what it's worth.  I received the same "unable to locate" error on a BTC order via Dwolla.  Here is the info:

Order ID   f47b7c39-00a3-4f50-bb9d-a94e5e22393c
Quote ID   6bbc178f-99e0-4ae1-b0c7-0b9631eef6b9
Event ID   4ef04a85-1967-4588-8a2d-d86b0f244ae7

I appreciate your help.  Thanks!!!

rceee

[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.

Hello, it's been over two days, and I received no refunds from you.

It's been over three days, no words, no funds, bad.

WHERE IS MY FUND? MTGOX->VOUCHX, "CHECK MY EMAIL"? GOT NOT A SINGLE EMAIL!!! YOU SENT IT TO THE WRONG EMAIL ADDRESS??? NO FURTHER REPLY. COMPLETELY IGNORED BY YOU. CUSTOMER SERVICE!!! RETURN $208.46534 WORTH MTGOX CODE, PLEASE NOW.

[new2btc899]

i never recived my btc and have emailed bitinstant several times can anyone here help me?

[needcoinsnow1234]

hey i purchased some coins bout 4 hours ago and I have yet to receive my coins. I've checked blockchain and email customer support, never had problems till today. I came here hoping you could fix this. Thanks



Quote ID    03202443-a4d3-439e-a8fc-f1e45f16c318
Event ID    66b845de-5c17-4d35-8d9a-40a835e569c7
order #      e81c69c0-9f18-4e2a-ad8c-1828d8f3d0a0

[RobertM]

i tried to introduce my customers in Africa with bitcoin and ur service.
but the fee u asked block them.
they know little about bitcoin, they just wanna use it to pay easily.
u r not well known as paypal or WU, maybe u r famouse in btc area, but btc area not the whole world, right?
keep ur eyes widely and expand ur business
once every btc payment service just stand in the area of btc guys. it's just a game.

[Yankee (BitInstant)]

How about my order. It took 5 days. Can you refund or will complete order soon? I can't wait longer.

Of course, which order still has not been processed?

Hi. I had a recent transaction that failed with "Dwolla failed verification". I sent in a support email, but see that this thread exists for these issues as well.

Order info:

Order ID    f6c9a21c-3035-4786-b8ca-fa9b84d2aa4f
Quote ID    2ae10929-d5ec-4088-af73-19709d43e5b8
Event ID    6b995e42-983d-4cdf-b233-f4dca4c922d3


Please let me know if you need any more information.

Thanks!

Processed!

Hello,

I emailed customer support three times and attempted a phone call, but have not heard back yet and it has been a couple of days.  I've never had a problem until this order, for what it's worth.  I received the same "unable to locate" error on a BTC order via Dwolla.  Here is the info:

Order ID   f47b7c39-00a3-4f50-bb9d-a94e5e22393c
Quote ID   6bbc178f-99e0-4ae1-b0c7-0b9631eef6b9
Event ID   4ef04a85-1967-4588-8a2d-d86b0f244ae7

I appreciate your help.  Thanks!!!

rceee

Processed

WHERE IS MY FUND? MTGOX->VOUCHX, "CHECK MY EMAIL"? GOT NOT A SINGLE EMAIL!!! YOU SENT IT TO THE WRONG EMAIL ADDRESS??? NO FURTHER REPLY. COMPLETELY IGNORED BY YOU. CUSTOMER SERVICE!!! RETURN $208.46534 WORTH MTGOX CODE, PLEASE NOW.

Hey, no need to type in caps lock bold, not gonna change anything. We answer every email, PM, and forum post as soon as we can.
Saying we don't respond is just not true, as you can see here we replied to everything that needed responding to.

Do you mind PM'ing me your Order ID again? I will refund the fees.

i never recived my btc and have emailed bitinstant several times can anyone here help me?

Sure, whats your Order ID?

hey i purchased some coins bout 4 hours ago and I have yet to receive my coins. I've checked blockchain and email customer support, never had problems till today. I came here hoping you could fix this. Thanks



Quote ID    03202443-a4d3-439e-a8fc-f1e45f16c318
Event ID    66b845de-5c17-4d35-8d9a-40a835e569c7
order #      e81c69c0-9f18-4e2a-ad8c-1828d8f3d0a0

Processed!

i tried to introduce my customers in Africa with bitcoin and ur service.
but the fee u asked block them.
they know little about bitcoin, they just wanna use it to pay easily.
u r not well known as paypal or WU, maybe u r famouse in btc area, but btc area not the whole world, right?
keep ur eyes widely and expand ur business
once every btc payment service just stand in the area of btc guys. it's just a game.

Sorry to hear that, shoot me a PM and we can chat about it and how to lower fees.

Thanks

Charlie

[RobbedbyBitinstant]

Excuse me, do not make up lies an spread FUD about our company. This is obviously false and your making a stupid forum account to flame us. Go away.

We process every order and do not rob anyone.

How dare you say crap like that when its obviously not true. You don't know the situation and that this customer transferred the funds to someone else's account and that person has taken the funds. Our TOS clearly state that we are not responsibly for an error when you send someone money, Bitcoin is irreversible.

If you have an order that was not processed, PM me the order ID and it will be taken care of.

I quoted one of your customers who posted here, and extrapolated on the situation they described. My advice was solid, even if their presentation of events was misleading. My intentions were positive, even if they were not parallel to your ambitions or the reality of your situation. I suppose I can't ultimately know the truth, but I agree with that clause of your TOS.  

I'm going to send you a pm, but its to ask why we can't email through the support channel. I think you might see that as rude, but I want to know and I would prefer to email through the support channel, or to talk on the phone.

I never wanted to signup here and give you negative publicity, but my position is absolutely reasonable. If you can't respect that then I hope we can closeout this business and part ways. I wanted Bitinstant to be ingenious, intelligent, and professional and I've taken the time to follow your company for months before I got involved. I had genuine passion... but I digress.

I'm going to pm you.

[needcoinsnow1234]

ok when you say my order is processed does that mean i should have my coins? cuz i most certainly don't. I also checked blockchain.info and it also shows nothing. could you clear that up for me please

[Bolon]

Deposited funds 5 hours ago and received an email confirmation but have not received coins to blockchain.info wallet help appreciated

Order ID    a355be52-28be-42ec-b217-ba5b367b5b6d
Quote ID    2fde9802-8fd1-4f49-8898-5c79143d6b4a
Event ID    de815316-33c2-4714-a616-48947aaaf7d0

[kjc]

hello, sent money via zipzap today. not showing on the blockchain.
5ed37c6c-0eaa-4b5c-b1d5c-6c522971408d

[kamizie]

How about my order. It took 5 days. Can you refund or will complete order soon? I can't wait longer.

Of course, which order still has not been processed?

1st order 757.14 USD from Bitstamp Coupon to VouchX

Order ID    acb81e0a-687c-4ed5-8c2a-66b3a9afbfd3
Quote ID    9a32bcae-e3ec-4f2c-92a4-662058f21fc1
Event ID    1e70f0d8-03d6-497c-82ad-87001cec144a

2nd order 21.1 USD form Mtgox Coupon to VouchX

Order ID   a3cfd0ef-3bd3-4454-a0b5-0d62cc932cfe
Quote ID   2f188fed-cd79-4160-9952-a77ead8276e4
Event ID   06a3f88e-bc02-4de1-8ed5-247930651c8a

I chat with Rachel, she said she had forwarded my orders to her CEO. But I got no respond from you.
I had chat with Bitstamp support and he said the coupon code had been redeemed to your account.
Please check this again.
Thanks.

[KryptoXchanger]

hi,

i already wrote you an email about 7 hours ago, but i havent receive anything yet. maybe i have more luck here...

mtgox $ code to bitstamp.

Delivery Deadline   Mon Jan 21 08:48:30 2013

Order ID   0d43c10e-e949-4c8d-a35d-d61c98dc941a
Quote ID   4811bfc0-cb0a-402e-b1a0-6228b6da4d23
Event ID   dadfd607-9078-4a95-b618-58a982e9cbb9

"APIResponse: {"error": {"amount": ["You have only $2.23 available. Check your account balance for details."]}}"

the mtgox code is used and no money received. bitstamp price went 0.65$ up!

first try, first fail... if it's possible, i like to have my mtgox code back. hope you can help me!

[bigbro0611]

Hello it said order was executed over 12 hours ago yet nothing has come up on blockchain.info or my destination address.

MoneyGram to Bitcoin Address
OrderID: cb4c78e8-2c27-4a4e-a323-c8dd6bedcfe0
EventID: f6d9d416-2dc3-40ee-aa6c-6e58bd02e4fb
QuoteID: 33be6eaa-e145-4849-b766-c7c30bd3a894

[needcoinsnow1234]

hello its been more than 12 hours since i made my purchase and i do not have my coins. i already posted a message with my quote id, event id, and order number. You then posted saying it was processed. Now I still don't have my bit coins. So what does it mean when you say "processed" because it definitely doesn't mean i have my coins.

here is my info again. please help me and thank you



Quote ID    03202443-a4d3-439e-a8fc-f1e45f16c318
Event ID    66b845de-5c17-4d35-8d9a-40a835e569c7
order #      e81c69c0-9f18-4e2a-ad8c-1828d8f3d0a0

[Yankee (BitInstant)]

Excuse me, do not make up lies an spread FUD about our company. This is obviously false and your making a stupid forum account to flame us. Go away.

We process every order and do not rob anyone.

How dare you say crap like that when its obviously not true. You don't know the situation and that this customer transferred the funds to someone else's account and that person has taken the funds. Our TOS clearly state that we are not responsibly for an error when you send someone money, Bitcoin is irreversible.

If you have an order that was not processed, PM me the order ID and it will be taken care of.

I quoted one of your customers who posted here, and extrapolated on the situation they described. My advice was solid, even if their presentation of events was misleading.

No, your presentation is not solid nor is your username 'RobbedbyBitinstant' its a completely fallacy and lies.

You still have not showed me any order you have been 'robbed by bitinstant' we dont rob anyone and never will.

You have no idea to the details of that customer, he put money in someone elses account and it was spent. Nothing we can do.

Quote ID    03202443-a4d3-439e-a8fc-f1e45f16c318
Event ID    66b845de-5c17-4d35-8d9a-40a835e569c7
order #      e81c69c0-9f18-4e2a-ad8c-1828d8f3d0a0

Order was processed, you should see it in the blockchain. I am checking on it now.

MoneyGram to Bitcoin Address
OrderID: cb4c78e8-2c27-4a4e-a323-c8dd6bedcfe0
EventID: f6d9d416-2dc3-40ee-aa6c-6e58bd02e4fb
QuoteID: 33be6eaa-e145-4849-b766-c7c30bd3a894

Looking into it now.

Order ID   0d43c10e-e949-4c8d-a35d-d61c98dc941a
Quote ID   4811bfc0-cb0a-402e-b1a0-6228b6da4d23
Event ID   dadfd607-9078-4a95-b618-58a982e9cbb9

We ran out of bitstamp, we can process now or refund.

How about my order. It took 5 days. Can you refund or will complete order soon? I can't wait longer.

Of course, which order still has not been processed?

1st order 757.14 USD from Bitstamp Coupon to VouchX

Order ID    acb81e0a-687c-4ed5-8c2a-66b3a9afbfd3
Quote ID    9a32bcae-e3ec-4f2c-92a4-662058f21fc1
Event ID    1e70f0d8-03d6-497c-82ad-87001cec144a

2nd order 21.1 USD form Mtgox Coupon to VouchX

Order ID   a3cfd0ef-3bd3-4454-a0b5-0d62cc932cfe
Quote ID   2f188fed-cd79-4160-9952-a77ead8276e4
Event ID   06a3f88e-bc02-4de1-8ed5-247930651c8a

I chat with Rachel, she said she had forwarded my orders to her CEO. But I got no respond from you.
I had chat with Bitstamp support and he said the coupon code had been redeemed to your account.
Please check this again.
Thanks.

Looking into it and processing.

hello, sent money via zipzap today. not showing on the blockchain.
5ed37c6c-0eaa-4b5c-b1d5c-6c522971408d

Processed

Deposited funds 5 hours ago and received an email confirmation but have not received coins to blockchain.info wallet help appreciated

Order ID    a355be52-28be-42ec-b217-ba5b367b5b6d
Quote ID    2fde9802-8fd1-4f49-8898-5c79143d6b4a
Event ID    de815316-33c2-4714-a616-48947aaaf7d0

Reprocessing now.

[KryptoXchanger]

Order ID   0d43c10e-e949-4c8d-a35d-d61c98dc941a
Quote ID   4811bfc0-cb0a-402e-b1a0-6228b6da4d23
Event ID   dadfd607-9078-4a95-b618-58a982e9cbb9

We ran out of bitstamp, we can process now or refund.

Please, give me a refund. thanks!

[mitty]

I placed this order yesterday, contacted support when it failed (like usual), and haven't heard back since.
The seller of the items I was purchasing decided to sell the items to someone else because my payment was taking too long.

Please refund the full amount of this order (US $2424) to my Dwolla account:
Order ID    90a7bc1a-b1ab-4ec1-b2c3-0ed79eba4094
Quote ID    64abbe46-aa86-426f-b0b8-3765a4fb6ff7
Event ID    15526229-0aa9-4aca-a0fd-ec8ce6b21ed1

Thanks.

[KryptoXchanger]

Order ID   0d43c10e-e949-4c8d-a35d-d61c98dc941a
Quote ID   4811bfc0-cb0a-402e-b1a0-6228b6da4d23
Event ID   dadfd607-9078-4a95-b618-58a982e9cbb9

We ran out of bitstamp, we can process now or refund.

Please, give me a refund. thanks!

im still waiting for the refund code...

[ThaddeusB]

When (precisely) do you expect to have more BTC-e reserves?