Official Newbie BitInstant Support Thread (Active Customer Support)

[Suetonius]

Got a response from rachel hopefully we will all get our coins.

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[yu77889]

Me too.  Rachel responded and processed the big Dwolla to Mt. Gox transaction.  I suspect these folks are ethical, but possibly overwhelmed with all the demand.  Folks, it's free market at its finest.

[jollyoldgermy]

I ordered yesterday (Tues. March 5) using zipzap. I paid $253.95 total and got a confirmation email from ZipZap saying that it was successful and they would notify bitinstant, BUT my order event log looks like this:
Order event log
Timestamp   Event ID   Event type
Tue Mar 5 20:22:04 2013   afcef689-b5e8-45b4-b2bf-db1d6c45de36   Quote for new transaction
Tue Mar 5 20:47:49 2013   e40f154a-acbf-4e3d-9b28-cd79c9609d6f   New Order
Tue Mar 5 20:46:29 2013   e96e3557-3442-4fdc-8b08-4c3b56fba3a7   Order execution failed!

I never received the payment of BTC, and my ZipZap email looks like this:
Amount to Pay: $253.95
Account Number: 345050066

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.

[zdavidi]

Haven't received an email response.

https://www.bitinstant.com/order_status/f41fd3d9-1ca3-423c-8a05-03837c24a23e
Order ID    f41fd3d9-1ca3-423c-8a05-03837c24a23e
Quote ID   06e26272-76db-47f2-b7d7-869122aac9eb
Event ID   7f70b36a-ce19-4332-baec-ae196aeca1ee

Was attempting to transfer Dwolla to MT.GOX.

Dwolla says this.
Transaction Details
$21.65 sent
Sent to:BitInstant (EDP)
Date:3/6/2013 3:25:06 PM
Transaction ID:2165334
Status:Sent
Amount sent:$21.65
Funding Source:Your Dwolla balance
Details:06e26272-76db-47f2-b7d7-869122aac9eb

[bitcoin128]

looks like the BitCoin Address option is gone, again... i guess they prematurely brought their services back up

[Slit]

I got a reply within a hour and my coins in 2. These guys are professionsals

[Mondian]

Not for me. Paid about 23 hours ago, sent an email asking what was going on last night.  Got a reply from Rachel this morning, 8 hours ago, saying she forwarded the issue to Technical Support to complete the transaction and nothing but silence and no bitcoins since then.

QuoteID: f55240ee-e012-4247-bc63-f898b5e2da6e

So much for the instant part of BitInstant

[Suetonius]

Still nothing yet got CC'd into a message between Rachael and Ira.  I hope this error message doesn't mean I have to wait till March 11, but even that is better than losing my coins.  "The Bitcoin address and Bitcoin-to-email options are temporarily offline for system updates. These options should be back up on Monday, March 11. We apologize for any inconvenience and thank you for your patience while we run these upgrades.?  -  BitInstant

[jordanmax1]

Still nothing yet got CC'd into a message between Rachael and Ira.  I hope this error message doesn't mean I have to wait till March 11, but even that is better than losing my coins.  "The Bitcoin address and Bitcoin-to-email options are temporarily offline for system updates. These options should be back up on Monday, March 11. We apologize for any inconvenience and thank you for your patience while we run these upgrades.?  -  BitInstant

I also got CC'd into a message between Rachael and Ira. "Hi Ira,

These orders failed to connect to coinapult. Could you please push these through on your end? I've cc'd the customer in case you need any additional information."

I better get these coins by tomorrow - I'll be absolutely enraged if they hold them until the 11th.

[jkpfeif]

Jordan, they're trying their best. There is plenty of other people with this issue including myself, I know we all want our coins, but patients is a virtue!!

[gistus7]

I bought coins well over 24 hours ago (Moneygram to ZipZap to BTC address). I've contacted them yesterday when they weren't showing up at my address after an hour. They said there is a delay, there would have to be a manual transfer and I would get them tommorow (today) evening. After confirming the fact that the coins are indeed destined to the correct address, I decided to just chill and wait it out until today. Still nothing. I contacted them again after 24 hours and I got the SAME RESPONSE, word for word, that there is a delay and they would forward it to tech support to transfer manually and I would get them tommorow.  I know people who got bitcoins in less than four hours yesterday. Is this happening to anyone else?

[jordanmax1]

Jordan, they're trying their best. There is plenty of other people with this issue including myself, I know we all want our coins, but patients is a virtue!!

Sorry, but this entire issue pisses me off. Don't re-enable the direct to bitcoin address option if it still doesn't work - they should have been 1000% sure that this option functioned correctly. This entire issue stands in stark contrast to BitInstant...
Am i supposed to apologize for being concerned about $500 dollars just floating in cyberspace?

[cosmicboy]

I have to say I agree with Jordan. I wrote to them last week and asked if they were up and running again and if an order would go right through. Got an email back in 3 minutes that said yes so I put in a $300 order. Just got the funds today after repeated emails with no response. In the meantime their page for the last week would make you believe they are open for business and apparently many people did in fact get their bitcoins within a few days while my order was "stuck".

I disagree with the above poster saying this is "free market at it's finest" and that they're just doing their best. Their best would be to be to not make promises they can't deliver or take orders they can't fulfill without at least warning people about it. Their relative silence on this board and reddit makes me distrust them. In addition I lost roughly 25% from the market rally this past week on that $300. They didn't have anything to say about that.  Booooo!  

-cb

[gebriel12]

hey guys seth fixed my order!!!!!!!!! yay i got my coins SOO HAPPY HAHA!

[JoeBlack123]

No more paypal?

[variables]

Still waiting for my coins, it has been almost 48 hours.  Seth originally contacted me back saying it would be transferred but no response since the original e-mail, i've tried forwarding the message to support@bitinstant as well as charlie@bitinstant but I am being ignored now apparently!  Great service!  

EDIT:  Would it even be worth it to contact zipzap and ask for a refund?  All i want is my coins or money back at this point and bitinstant seemingly does not want to help

[crazyfunmolly79]

I'm still waiting for the order I paid for on 02.19.2013 to go through!  They said they'd take care of it, then nothing... and I seem to be being ignored as well as all my e-mails & PM's continue to go unanswered.  Starting to think I lost my money.
It's a shame because I very much liked bitinstant.  I really hope they rectify this.  Not to mention bitcoins have gone from $28 to $43 a piece since I placed my order....very frustrating.

[shkiser]

 I am still waiting on a refund check to be delivered.. They  said by friday.. while others who ordered coins after I did (this passed weekend) have already gotten their coins..

[variables]

This is beyond ridiculous, can we get some answers bitinstant?

[gistus7]

This is beyond ridiculous, can we get some answers bitinstant?

This.