Official Newbie BitInstant Support Thread (Active Customer Support)

[rastafari33]

Thanks bitinstant!! I got fixed, for all those having trouble, there is hope. Also, your money is safe, its just going to take a while.
question for support: If i make more orders, will it be back to normal? or will they be delayed again?

Thank you.

[1714859327]

1714859327

[1714859327]

1714859327

[1714859327]

1714859327

[bojohn]

Please help with this error, money not showing up in my mt. gox account!

OrderID: 45b3c6cf-357c-4e18-8529-02015d320ebe
EventID: dc2e4430-1e20-4932-be59-15609a77f7b9

Not sure if i need to list more info than this?

Thanks!

[magicmike20]

No surprise, BitInstant came through and processed my $485 order. Thank you BitInstant Support for your hard work and I will continue to use this service frequently!

Hooray!

[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

Just a quick update from my post the other day:

After my orders processed last night, about 36 hours after they were was placed, I realized the BTC exchange rate used to calculate my order was messed up. The rate was significantly higher than the rate at in effect when I deposited my cash at CVS on the morning of 3/20 -- and my orders were for more than $1k.

I PMd Charlie/Yankee this afternoon, outlining what happened. I explained why I believed the amount I had received was in error, and asked to have the difference, around 5 BTC, sent to my wallet. About 30min later I had a response. After a couple clarifying messages back and forth, my account has now been credited the full amount that I was owed. So thank you bitinstant! I appreciate being able to work with you to get my issue solved. I am certainly happy, and will use their service again.

If you respectfully communicate with the team, and provide clear, concise information regarding your issue, they will work to resolve it to the best of their ability. No scam here. Just a legitimate business breaking new barriers and in the process going through some growing pains.

MS

[mistermayi]

I contacted zipzap and apparently I typoed on my email address (I'm thinking I may have put ".com" instead of ".org"). Is there a process to fix this so I get my email notification with the info?

I have my receipt and sales slip info, if that helps.

[cigsmoke411]

well i got an email to the email i used in my zipzap cash deposit , not the one i did the support to
but anyway it said

Hey there, This is to notify you that your order has been updated, please find the details below: We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order

and my new status is

Your order status
Order completed
Order receipt
Quote ID   5cfd4f18-9300-4261-aee7-7e9c63bc88b2
Event ID   6c414555-9735-4c40-83d3-6940d3586f38
Fees (inclusive)   3.99%%
Amount you paid   $128.0 USD
Amount you will receive   $122.8928 USD
Destination exchange   MtGox
Destination account   222341
Order event log
Timestamp   Event ID   Event type
Thu Mar 21 16:28:13 2013   6c414555-9735-4c40-83d3-6940d3586f38   Quote for new transaction
Thu Mar 21 17:00:25 2013   8bff9970-b63e-48e9-9351-aa4970d10a64   New Order
Thu Mar 21 16:58:55 2013   d6de3818-ebe0-4d01-8e2a-3f4dd053d2ed   Serious error occurred
Fri Mar 22 19:36:51 2013   772af205-085f-48e8-b7bc-5d241197f841   MTGox Connection Error
Fri Mar 22 19:42:03 2013   4639e339-84b6-4e7b-893a-39493546d6ec   Order executed - funds deposited at remote exchange

yet i still have nothing in my account . this was 4 hours ago.  Im wondering what this means ? and maybe it just takes along time now to go thru ? or is this a new error ?

[xxzezoxx]

Please check my oder: 24dffd16-c84a-42af-abf8-87b8a241c21b
My oder delay 7 days.
thanks

Quote ID    6285bd3e-e689-4168-93e0-dd4fb7ea763b
Event ID    5a62bbc1-dc15-4eea-b04e-09562a1c48bd
Fees (inclusive)    1.49%%
Amount you paid    $500.0 USD
Amount you will receive    $492.55 USD
Destination exchange    BTC-e.com
Destination account    xxzezoxx

Sorry, but I'm very pissed off. I don't get any answers.

More than 7 days ago I used BitInstant site to send some money from MtGox to BTC-e. MtGox coupon was deposited at BitInstant instantly account and I get "Order execution failed!".

More than 7 days left - still no money. Anyone can help?
I don't want exchange now. Please reroute my fund back to mtgox

[habash]

Okay, exact same problem here.

Order ID   6e8573ab-1408-43e3-814f-f5830698fa37
Quote ID   19f5d17a-1590-44fd-9033-6316a065e788
Event ID   d9675d74-5b94-44fd-a4cd-af155e61765b
Fees (inclusive)   1.49%%
Amount you paid   $1000.0 USD
Amount you will receive   $985.1 USD
Delivery Deadline   Fri Mar 22 18:05:02 2013

MtGox -> BTC-e

order execution failed.

Is this a common occurrence? I emailed and called support, but did not get a reply yet. I simple "we're on it" would mean a lot. Not impressed so far.

[TheDarkBanker]

Feds might be doing something to them. They ARE based in NY after all. I had the same thing happen. First time, funding went through just fine on Bitstamp, but the fees were outrageous, so I thought, "I'll wait until cash to btc address is reinstated." By the time that happened, the price of BTC had risen so much. Could've made a profit but they ruined that. Then, when I did fund a second time, nothing. No confirmation email, no BTC funds, no response whatsoever from customer service. There have been some.. happenings lately, and bitinstant could very well be harrassed or worse by the Feds. That's my theory at least. But all I know is, they ran away with my money.

[hutcho]

Okay. i received this email almost 12 hours ago. Still not seeing the funds in my Mt.Gox account. Mt.Gox told me to contact BitInstant. Being that we're in the weekend, should I expect a delay before seeing the funds?:

Hey there,
This is to notify you that your order has been updated, please find the details below:
We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order.

OrderID: 160f7bdc-beb6-4051-8abf-eb7bc5fa4977
EventID: dd7caf4f-9696-4636-bda8-32b1e66d41b7
DestAccount: XXXXXX
QuoteID: a8f0fb4b-2a35-4251-8f10-bbe2991ee42a
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1363981825.76
APIResponse: MTGOX-USD-2PVWS-NVDNE-GAZAM-FCB37
FundsSent: $....... USD

[Third Way]

Just posting to let everyone know my order was fulfilled.

[ZenTrader]

...snip...

My only question is this - how does bitinstant figure the going rate per bitcoin?  I paid $500 and after fees I received $480.05 worth of BTC.  I checked on MtGox as the cashier handed me the receipt and the price was hovering around $71.00.  Turns out I received 6.52509691 BTC for my $480.05 which means I paid $73.57 per BTC.  The price on mtgox hadn't been that high since 3 or 4 hours earlier.  In fact this is a few cents short of the daily high.  How does bitinstant determine this price?

They use MtGox to buy you the coins. So it will be a market order buying at the current ask price on MtGox. Not sure if they skim something additional of of that transaction. However BTC did hit $74.9 on MtGox as far as I can see, so it's still within that range.

[habash]

So TheDarkBanker, are you saying they never resolved it for you and kept your money? How much was it? This is insane, I called twice, wrote 2 emails used their contact form on their site (they talk about a livechat on their site which doesn't seem to exist), made a forum post and sent a pm to yankee. Not one beep from their side. This is totally unprofessional, even if I didn't have to pay a 15$ fee.

I'm just guessing here but could it be that they don't really check the reserves on btc-e before accepting the mtgox code? Because those reserves went really fast and maybe once they tried to process mine it was all gone? I mean, it would be ridiculous to sell and then check availability later, but that's kinda what it looked like to me.

Anyway, as said, so far I sent them 1000$ and got nothing + silence. What's next, do I have to fly to NY to get a rise out of them or what? Their motto is "time is money". Hilarious.

[cigsmoke411]

Okay. i received this email almost 12 hours ago. Still not seeing the funds in my Mt.Gox account. Mt.Gox told me to contact BitInstant. Being that we're in the weekend, should I expect a delay before seeing the funds?:

Hey there,
This is to notify you that your order has been updated, please find the details below:
We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order.

OrderID: 160f7bdc-beb6-4051-8abf-eb7bc5fa4977
EventID: dd7caf4f-9696-4636-bda8-32b1e66d41b7
DestAccount: XXXXXX
QuoteID: a8f0fb4b-2a35-4251-8f10-bbe2991ee42a
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1363981825.76
APIResponse: MTGOX-USD-2PVWS-NVDNE-GAZAM-FCB37
FundsSent: $....... USD

yep , i got the same , and still no funds in my mtgox.  i wonder what this means?

anyway heres my id again for support just in case

order id   3b3bce78-6765-4667-8ea6-a8c315b848fb
quote id  5cfd4f18-9300-4261-aee7-7e9c63bc88b2

[acegik12367]

Okay. i received this email almost 12 hours ago. Still not seeing the funds in my Mt.Gox account. Mt.Gox told me to contact BitInstant. Being that we're in the weekend, should I expect a delay before seeing the funds?:

Hey there,
This is to notify you that your order has been updated, please find the details below:
We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order.

OrderID: 160f7bdc-beb6-4051-8abf-eb7bc5fa4977
EventID: dd7caf4f-9696-4636-bda8-32b1e66d41b7
DestAccount: XXXXXX
QuoteID: a8f0fb4b-2a35-4251-8f10-bbe2991ee42a
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1363981825.76
APIResponse: MTGOX-USD-2PVWS-NVDNE-GAZAM-FCB37
FundsSent: $....... USD

yep , i got the same , and still no funds in my mtgox.  i wonder what this means?

anyway heres my id again for support just in case

order id   3b3bce78-6765-4667-8ea6-a8c315b848fb
quote id  5cfd4f18-9300-4261-aee7-7e9c63bc88b2

Thanks for posting guys, I was just about to make a cash deposit. This happened to me last weekend and Rachel resolved it first thing Monday. What troubles me is no comments (that I've seen) about this issue from any of the BitInstant staff. I'm done with BitInstant, I've found a vendor who does MoneyPak to BTC for 5%, it's faster than BitInstant, and none of these shenanigans. They've made enough profit from me as far as I'm concerned, if you're going to run a 24/7 site they should have 24/7 support. They get away with it because there really isn't a lot of good competition, I'm sure that will change at some point ...

[stellarman]

Hello,

I set up an account at BTC Guild, filled in my account details, chose a "team", installed GUIMiner as instructed and tried to start it. I get "nothing to mine on... exiting".

What am I doing wrong? I thought I followed all the steps.

My Dell computer does not seem to have an ATI or other OpenCL video device. It looks like it is an Intel GPU. So, I assume I will need to process using the CPU. But even that doesn't seem to be working.

Can someone set me on the right track?

Thanks,
Rick

[zkay]

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

Just a quick update from my post the other day:

After my orders processed last night, about 36 hours after they were was placed, I realized the BTC exchange rate used to calculate my order was messed up. The rate was significantly higher than the rate at in effect when I deposited my cash at CVS on the morning of 3/20 -- and my orders were for more than $1k.

I PMd Charlie/Yankee this afternoon, outlining what happened. I explained why I believed the amount I had received was in error, and asked to have the difference, around 5 BTC, sent to my wallet. About 30min later I had a response. After a couple clarifying messages back and forth, my account has now been credited the full amount that I was owed. So thank you bitinstant! I appreciate being able to work with you to get my issue solved. I am certainly happy, and will use their service again.

If you respectfully communicate with the team, and provide clear, concise information regarding your issue, they will work to resolve it to the best of their ability. No scam here. Just a legitimate business breaking new barriers and in the process going through some growing pains.

MS

How on earth did you get them to do it? I've been trying to get the btc that are owed me since yesterday with no luck. I've PM'd Yankee and Gareth and emailed Seth, all with no result. I'd appreciate any input.

[revolution90]

Hi there, I recently pm'd you Yankee but I'm sure you're getting flooded with requests. I just sent this transfer today, only to later realize that I selected MtGox as the exchange instead of bitcoin address. The account I used for the mtgox exchange was the bitcoin address I wanted to use. How should I go about fixing this? I really hope that I didn't lose my money. thanks so much yankee (and the rest of the bitinstant stafff)

Quote ID   2da4530c-94bd-4910-9bbb-da0552b34968
Event ID   4c64faba-c203-4425-9064-2f0d925cf4d9
Fees (inclusive)   3.99%%
Amount you paid   $200.0 USD
Amount you will receive   $192.02 USD
Destination exchange   MtGox

[bigheadedmouse]

Hi,  I made a deposit through zipzap and bitinstant.  It had been 2 hours and I've yet to receive the bitcoins!  Can someone please help me out? 

Quote ID   ae91a7e2-d326-448c-9e04-d901d78ee4ed
Event ID   ec5e2df5-95d1-446e-bb1f-6454c7af4009
Fees (inclusive)   3.99%%
Amount you paid   $231.0 USD
Amount you will receive   $221.7831 USD
Destination exchange   Bitcoin Address
Destination account   1DmPVpjJe9EttGiWDbg28c1LkVEp5hr6PJ

Timestamp   Event ID   Event type
Sun Mar 24 03:20:36 2013   ec5e2df5-95d1-446e-bb1f-6454c7af4009   Quote for new transaction
Sun Mar 24 04:54:58 2013   bea3275c-e016-493c-be3b-1bfed375332e   New Order
Sun Mar 24 04:53:28 2013   4005adba-dbd4-457d-a84d-e8639fb14920   MTGox Connection Error

[bojohn]

Its been several days since my attempted transaction failed. I have sent numerous emails, PM'd, and called the Bitinstant office over and over. There has been no response. There has been no attempt to provide customers who have had similar issues with a broad message as to what the issue is. This conduct is completely unprofessional and irresponsible. My next course of action is an in person visit to their NYC office on monday morning....and if that doesn't help i might just visit the address filed in their LLC:

2812 Quentin Rd
Brooklyn, NY, 11229 United States

One way or another I'm gonna find these assholes and get my money back. I suggest others take more exotic measures at this point as well.

Hell if this keeps up I'm just gonna start posting personal information on Bitinstant employees....like addresses, phone numbers, emails....could get interesting.

DO SOMETHING BITINSTANT, NOW!!!!!!!!!