Official Newbie BitInstant Support Thread (Active Customer Support)

[maddiepie]

I've been using BitInstant regularly for 8 months now and they have never been anything but fast, fair, and genuinely honest and trustworthy.  I just used it again today (not knowing about all the issues people were having), and I actually never even received an email with an OrderID or Quote ID, but I stupidly didn't notice and did get an automated Zipzap/Moneygram deposit slip, and deposited the money.  BUT, I have no doubt that BitInstant will get everyone sorted and is doing so as fast as they can.  I would be pretty upset if I had hundreds of dollars held up for over a month like that one earlier poster, but if it makes anyone feel better, I think this is a case of some bad luck going down with their server side software (glitches, sql database problems, who knows) and that can make it take days or weeks to track down every single transaction.  

That said, I sure hope I get an order ID or something soon.  I did contact customer service, but I've been waiting, uh...6 hours, and it sounds like I may be waiting days.  That's unfortunate, but I trust BitInstant to resolve my and everyone else's stalled transactions as quickly as they can.  


To BitInstant Support if they see this: I have not even received an OrderID, but I have a Zipzap receipt and payment slip of my deposit, along with my email and the Mt.Gox account number I wanted it sent to.  Please get in touch with me when you are able to (please help people who have been waiting for days before more recent orders like mine).

The exact same thing happened to me today as well. Only my deposit was supposed to go directly to a bitcoin address as that option was available when I printed out my deposit slip. No answer yet from any of my inquiries. I'll keep updating things as I find stuff out --  

And why are there no notifications warning of any problems on their website to prevent someone like me from getting jerked around like this?

[titaniumq8]

i have problem with paypal transfer too

if you can help me with that
OrderID: 86d615a6-26cc-4e56-a2ca-4f50639643db
EventID: 682ad5c3-dd30-4e59-a7b7-35657204608e

[rainer34a]

Got an Email from Bitinstant and sorted out the problem. it was on my end not theirs. great service though. goodluck to everyone.

[Herodes]

Got an Email from Bitinstant and sorted out the problem. it was on my end not theirs. great service though. goodluck to everyone.

Great, seems like they have a big backlog now though..

[tc2227]

I hope it doesn't take too long.  Hopefully by tomorrow AM.

[SlimShady]

I hope it doesn't take too long.  Hopefully by tomorrow AM.

I'm waiting my money for 6 days already. No reply, no money.

[tc2227]

I got the same email Earl Grey got.  I hope the volume isn't too bad for the Mt Gox transactions.

[Gareth Nelson]

Hi everyone, quick update:

I'll personally be spending today running through any issues reported on this thread or by PM, with earlier posts handled first. If you have an issue and haven't reported it here then post now and it'll be dealt with.

[SlimShady]

Hi everyone, quick update:

I'll personally be spending today running through any issues reported on this thread or by PM, with earlier posts handled first. If you have an issue and haven't reported it here then post now and it'll be dealt with.

I hope you can do this. I'm waiting for 6 days without reply or any info on my money.
Failed order Id: cbc1bbaa-7619-4090-85f9-db68fe2b9d9d

[ganesh]

Hello!

OrderID: 8ffca2c5-0734-428c-8cd6-b133f4030193

No money for 5 days

Support asked me Mt.Gox account three times but no funds transfered

I begin to suspect that Bitinstant is scam

[KingOfSports]

Fees are high ONLY use deposit to Mtgox, DON'T use to bitcoin address....got ripped off big time for sending to an address.

[racercam999]

I too put in an order through ZipZap to bitinstant....for a quite a bit of money. This was my first time using bitinstant. I have not received any deposit into my wallet. I received the email from Seth last night and I appreciate them letting us know, albeit generally, what's going on.

My question: When the orders do finally go through, will the bitcoins deposied into our accounts be based on the price when I placed my order? Or based on the price when it finally goes through. This could be quite a significant difference.

MS

[dstrain35]

Hi I have made many exchanges through BitInstant in the past, but just yesterday I made a moneygram payment at Walmart to my btc address and ZipZap said I had a successful payment but this time I received no confirmation email from bitinstant support (nor the funds in my acct). The order was made roughly 18 hours ago; I do not have my OrderID and was curious as to how I could resolve this issue in an efficient manner. I hope I have come to the right place.

[BitSlut69]

Bitinstant should be blacklisted here. Their forum accounts should be banned and there should be a sticky thread from an admin explaining that they are not a reliable company. There is no excuse for this shit. They gave it a good honest try, and had the best intentions, but they've failed. For this community to continue to support them is unacceptable.

https://bitcointalk.org/index.php?topic=155533.0

If anyone feels like they've been scammed vs simply looking for customer service, post in that thread.  Too many people have posted in this thread saying that their money is gone, and had they only seen this thread first, they wouldn't have sent money.  Maybe if it goes to the more public sections of the forum, we can save a few people some money.

I'm not claiming that Bitinstant has scammed anyone. I'm saying that their consistent issues and delayed processing show they're incapable of providing a reliable service.

I don't think this forum should promote and facilitate such an unreliable company. The fact that they don't respond to their e-mails for days at a time and posting in a third party public forum is the best way to get customer service from them is ludicrous. In the gambling section there is a list of unreliable companies, Bitinstant should be called out and treated as such here.

[coffeeee]

Bitinstant,

On 3/18, when the BTC/USD exchange rate was $47, I transferred $100 from Dwolla to Mt. Gox, which worked out to be about $98 after your fee was taken. Although the money was taken from my Dwolla account immediately, I have yet to receive a deposit in my Mt. Gox account. In the interim, I have watched the exchange rate climb by 25%. The quote ID for this event is "de7e22f0-0275-4f84-a054-7855d4d63419".

On 3/19, I saw the prices rising and, giving you guys the benefit of the doubt, I once again attempted to use your service to transfer an additional $100 from my Dwolla account to Bitstamp. Again, although the money was taken from me immediately, no funds have shown up in my Bitstamp account. The quote ID for this event was "12521b67-9a79-4661-9dfa-9b8f6d74d537"

I have emailed you, attempted to use the live chat, and posted in your support thread and have not received a single reply yet. I feel like I've been robbed and have just sat here watching the value of my USD plummet relative to BTC. I do not understand why all of my attempts to resolve the disappearance of $200 have been ignored. Any help and a reply would be highly appreciated.

I am still awaiting the deposit in my Bitstamp account.

To date, I have still received zero communication from Bitinstant. When will I be informed on what happened with my money? When will I receive payment to my Bitstamp account? Will I be compensated for losses due to the failure of your service to work as described? Why should I ever use your service again?

[ForSaleByBitcoin]

I can verify that I had several successful transactions with BitInstant.  They were over-priced, in my opinion (at a net of about 6% commission when all was said and done, I paid about $19.50 per BTC... as you can imagine, it was a while ago).  On the other hand, I measured the cost of waiting (at the time) for other services, and BitInstant didn't look so expensive any more!

[Rawted]

still waiting on my funds from Jan and Feb, that Yankee said he responded to via email (which he didnt) and refunded (which it never was).

[Yankee (BitInstant)]

Hey All,

Sorry no one has responded here in 2 days, we've been overwhelmed with support this week and BTC Address is down for the day.

If you have a Bitcoin Address order, we will always refund and honor the price at deposit so dont worry that the price is rising.

Its frustrating when you cannot reach us, and I am doing everything to reduce that time.

We are looking for support staff - Apply here if you are interested (experience necessary!) https://www.hireart.com/login?token=cbfykjd8

Right now, the fastest way to reach support is by emailing support@bitinstant.com

When you do, it goes into a ticket que and someone will answer. Sending multiple emails will not speed it up.

Thanks for your patience

Charlie

[keatonatron]

My issue was resolved! Turns out it was a problem with my paypal account. Of course no one told me that... It took me two weeks of waiting and sending e-mails to finally figure it out.

It looks like I was just unlucky with my first transaction at bitinstant. Since then I've used them a few times and things have gone smoothly every time so far!

[Third Way]

Thanks Yankee.

My issue is I guess my order is on a backlog, in any case here are my details.

Quote for Cash transaction
Quote ID     79fe1334-f549-40d3-985c-1ab777d1c7f4
Event ID     073d9bec-16a0-406a-8d5a-590e36f49a47
Quote valid until     Wed Mar 20 12:18:55 2013
Fees (Not inclusive of ZipZap)     3.99%%
Amount you need to pay     $80.0 USD
Amount you will receive     $76.808 USD
Expected delivery time(HH:MM:SS)     0:04:00
Guaranteed delivery time (HH:MM:SS)     1:00:00
Destination exchange     Bitcoin Address


Later I received this message:
Merchant
BitInstant

Order #:
4a5c679e-7760-473e-a66c-b3963edcec33

Order Total:
$80.00

Description

Amount to Pay: $83.95
Account Number: 728256934

This is the address I provided: 1ZWpzVUDyNY52X7GGhFkbuTq5drXmHb2i