Official Newbie BitInstant Support Thread (Active Customer Support)

[xqr]

The money I transferred from mtgox to btce using bitinstant never arrived.

https://www.bitinstant.com/order_status/3d08445a-1256-4a68-8086-da4cc88215a5

[mercurial]

I have 2 orders for $500 each that have been stuck at loading for 3 hours now from moneygram to a bitcoin address. Is the system down? I was able to make a successful order yesterday and it went right through.
Timestamp    Event ID    Event type
Wed Apr 3 06:39:48 2013   b0ba331e-842d-4ff9-94c6-a94cd44a40fb   Quote for new transaction
Wed Apr 3 07:31:30 2013   bee56009-6ba8-42d8-bfe2-a5a426b14467   New Order
Wed Apr 3 07:32:42 2013   652fc411-d948-4ea0-89e3-fa6c6ff16da3   Coinapult Order Loading
Wed Apr 3 07:37:41 2013   ea428d02-4594-4179-978f-c904d219087a   MTGox Order Loading

Is it normal to be stuck like this for a long time?

Does BitInstant have 24hr support or what time do they get in?

[caffeineJoe]

hello charlie yankee,
 you get my email?

> Charlie, customer says the Gox coupon we gave him is invalid.
>
> MTGOX-USD-xxxxxxxxxxxxxxxx61
>
>  please direct all future questions and comments to my CEO Charlie at charlie@bitinstant.com. Only he can help you now. Best of luck!
>
> Seth
>
> ---------- Forwarded message ----------
> From:
> Date: 2013-03-29 15:29:49
> Subject: [CONTACT] xxxxxxxxx - payment not automatic
>
> mt gox account, how can i verify this?
>
> Dear Charlie,
>
> First I want to say my first transaction was flawless.
> My second, well, not so much.
> So I contacted support and they answered quickly,
> within 24 hours, and when I got the code I thought
> my difficulty was over.
> I followed the directions to paste in the code
> and got the message the code was
> non-existing
> Or already used.
> I did not use it and
> I didn't have
> any pending codes.
> As I asked in the live agent ticket
> Where did it go?
> I tried many times with no success.
> I was really happy
> to get the coupon code so I could fund my account
> and be done with this, lesson learned,
> but then, ugh.
> Now I'm level two.
> I'm sure you and I have other things to
> attend to, so my question is,
> How can I verify that the code was issued to my
> Mt Gox account or where did it go?
>  I did not get the funds attached to it,
> A bit over xxxx USD.
> Was it ever entered to my account as
> a pending redeem code?
> Waiting for me to copy and paste to
> complete this transaction?
> I'm scratching my head asking what happened to
> the deposit.
> I just would like my deposit credited to my account
> please.
> Knowing what happened is important,
> for both you and I.
> Thank you for your kind attention,
>
ps
it seems i'm not alone in this..
>

[dookiedue]

So I did receive an email from a Rachel telling me to wait a little longer and if still no bitcoins to contact support. I waited, no bitcoins, so I have sent an email to support. We will see what happens, my payment has been confirmed and a service that should only take a couple of hours (per their website) has taken a lot longer. Meanwhile bitcoins have risen in price about $33 US dollars, will I get bitcoins based on the price when I purchased them? Seems only fair... Or will I be duped by BitInstant?

[Michael52496]

Hi I transferred nearly $500 from bitinstant through a cash deposit to my btc-e account and am waiting after 12 hours. I see you see it can take up to an hour and after waiting and reading other people are having this same problem and I'm now worried and annoyed. I was seeing what was taking so long and was hoping for some fast help.

[rachaelfaith]

Hi URSAY,

This is another attempt at getting support from BitInstant. I made a transfer yesterday afternoon, confirmed by ZipZap and BitInstant, but the API response looked odd. I sent an email to support and rec'd this message:

Hello _____,

I apologize for the delay. We have a low balance on the exchange that has caused orders to get ‘stuck’ in our system. Rest assured, your funds are safe. As soon as we have the appropriate balance, I will manually transfer your order. Thanks for your patience!

---
Sincerely,
Rachel

Please let me know that this will be done soon, it has been some time now and I'm getting antsy, and have not heard back from support since I contacted them again.

[URSAY]

Good morning everyone.

I'm working to get caught up with your support requests and submitting your tickets.

Once again, providing me with an order ID # and any order details is very helpful in finding a resolution to your issue.

Thanks again for your patience!

-BitInstant Support

[rachaelfaith]

Hi Ursay,

I tried messaging you but I'm a 'newbie' so I'm not sure it went through. My order ID is 1b1ad324-c31e-4ac6-900b-ab19497025dd and the initial issue, I believe, was this API response: APIResponse: {"error": {"amount": ["You have only $16.48 available. Check your account balance for details."]}}

and Rachel confirmed about a half hour after the transfer (yesterday) that the issue was on BitInstant's end and she would manually transfer the funds. Have not heard back since, though.

[URSAY]

Hi I transferred nearly $500 from bitinstant through a cash deposit to my btc-e account and am waiting after 12 hours. I see you see it can take up to an hour and after waiting and reading other people are having this same problem and I'm now worried and annoyed. I was seeing what was taking so long and was hoping for some fast help.

Are you asking for help?  Do you have an order ID #? 

[URSAY]

skyfall / dookiedue / hatsil / noname6520...

I've submitted formal tickets for your issues.  Sorry you are experiencing problems.  We are working on getting things cleared up!  Thanks again!

-BitInstant Support

[mercurial]

Hi, here are the order #'s I am having problems with.

I tried to send URSAY a message but there was no confirmation and it didn't show up in the outbox.

My orders for bitcoins using moneygram transfer have been showing up as loading through the night.

https://www.bitinstant.com/order_status/3ee904e6-34ba-4611-91c7-9c8063a07fb5
https://www.bitinstant.com/order_status/5849cc86-37dc-4a09-9615-2f9c12d0832b

Please check it out and let me know!

[the chief]

Hi Ursay,

I tried messaging you but I'm a 'newbie' so I'm not sure it went through. My order ID is 1b1ad324-c31e-4ac6-900b-ab19497025dd and the initial issue, I believe, was this API response: APIResponse: {"error": {"amount": ["You have only $16.48 available. Check your account balance for details."]}}

and Rachel confirmed about a half hour after the transfer (yesterday) that the issue was on BitInstant's end and she would manually transfer the funds. Have not heard back since, though.

I got that same "$16.48 available" message also. WTF?

URSAY, my order is

OrderID: 6e23b63c-dfdf-47ff-b20e-
43f1095c8e08

Can we wrap this up please so I don't lose any more money?

[URSAY]

hatsil & noname6520,

Your issues should be resolved.  I've also sent you private messages with more details.

netrik & bitcoincraze

I've submitted formal tickets for your issues and we are looking into a resolution!

 

[URSAY]

Hi I transferred nearly $500 from bitinstant through a cash deposit to my btc-e account and am waiting after 12 hours. I see you see it can take up to an hour and after waiting and reading other people are having this same problem and I'm now worried and annoyed. I was seeing what was taking so long and was hoping for some fast help.

Are you asking for help?  Do you have an order ID #? 

[URSAY]

Hi URSAY,

This is another attempt at getting support from BitInstant. I made a transfer yesterday afternoon, confirmed by ZipZap and BitInstant, but the API response looked odd. I sent an email to support and rec'd this message:

Hello _____,

I apologize for the delay. We have a low balance on the exchange that has caused orders to get ‘stuck’ in our system. Rest assured, your funds are safe. As soon as we have the appropriate balance, I will manually transfer your order. Thanks for your patience!

---
Sincerely,
Rachel

Please let me know that this will be done soon, it has been some time now and I'm getting antsy, and have not heard back from support since I contacted them again.

Do you have an order ID # and more order details?  Thanks! 

[rachaelfaith]

Hi URSAY,

This is another attempt at getting support from BitInstant. I made a transfer yesterday afternoon, confirmed by ZipZap and BitInstant, but the API response looked odd. I sent an email to support and rec'd this message:

Hello _____,

I apologize for the delay. We have a low balance on the exchange that has caused orders to get ‘stuck’ in our system. Rest assured, your funds are safe. As soon as we have the appropriate balance, I will manually transfer your order. Thanks for your patience!

---
Sincerely,
Rachel

Please let me know that this will be done soon, it has been some time now and I'm getting antsy, and have not heard back from support since I contacted them again.

Do you have an order ID # and more order details?  Thanks! 

My order ID is 1b1ad324-c31e-4ac6-900b-ab19497025dd and the initial issue, I believe, was this API response: APIResponse: {"error": {"amount": ["You have only $16.48 available. Check your account balance for details."]}}

and Rachel confirmed about a half hour after the transfer (yesterday) that the issue was on BitInstant's end and she would manually transfer the funds. Have not heard back since, though.

[URSAY]

metazilla, your support ticket is under review.  Thanks for the info! 

bartlong, I've submitted a second ticket for you.  Sorry we were unable to resolve your issue the first time around.  We are working very hard to keep up with customer demand.  Thanks for your understanding. 

-BitInstant Support

[jrlichtman]

How does somebody graduate from newbie status?

[rachaelfaith]

How does somebody graduate from newbie status?

5 posts + 4 hours logged in, I believe.

[the chief]

metazilla, your support ticket is under review.  Thanks for the info! 

bartlong, I've submitted a second ticket for you.  Sorry we were unable to resolve your issue the first time around.  We are working very hard to keep up with customer demand.  Thanks for your understanding. 

-BitInstant Support

I sent you a PM with my order number. Did you get it/reply?