Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Hello,
  First time user of bitinstant, and so far not such a great experience.  I paid with moneygram and got my confirmation from zipzap before i got home from walmart.  Bitinstant site has said 'loading' under my order for the past few hours.  I have not recieved any email from bitinstant.  My bitcoin account is still empty.  The 'active' irc channel seems pretty slow and inactive, and the 'live' support seems pretty dead.  

Quote ID    43b99285-8c28-4235-867c-bb4ec8996875
Event ID    6750748d-ebb4-430d-b14d-34df1ab6fe4b

Any chance you also have an order ID #?

[archimediate]

The emails were in reverse order with the earliest email on the bottom.







Yes, that is correct.  You have to retrieve funds from them.

On Wed, Apr 3, 2013 at 11:41 AM, Mark Landon Measells <marklandonmeasells@gmail.com> wrote:
So you're saying Bitinstant redeemed MY coupon?  I'm confused.  I just want to buy some bit coins.  Why is this so hard?


On Apr 2, 2013, at 10:40 PM, Nat - <nat@tibanne.com> wrote:

Hello,

It has been redeemed by Bitinstant as previously stated.

On Wed, Apr 3, 2013 at 11:39 AM, Mark Landon Measells <marklandonmeasells@gmail.com> wrote:
This is not correct.  If this were redeemed I would have a positive balance in my MtGox wallet, correct?  I've tried redeeming the code multiple times and nothing has gone through.


On Apr 2, 2013, at 10:27 PM, Nat - <nat@tibanne.com> wrote:

Hello,

It has been redeemed by you, Bitinstant.

On Wed, Apr 3, 2013 at 9:01 AM, Rachel <support@bitinstant.ladesk.com> wrote:
Hi Nat,

Could you please check the validity of the Mt.Gox coupon code below? The customer says it is not valid/already used. I've cc'd the custome rin case you need any additional information.

Coupon code: MTGOX-USD-M9723-(edited for safety)

Thanks,

Rachel

---------- Forwarded message ----------
From: kirian <kirian@bellsouth.net>
Date: 2013-04-02 16:30:18
Subject: Still waiting to hear back from someone. The code I was given w...

Still waiting to hear back from someone. The code I was given was NOT correct. It says code is invalid or already used. Please help me fix this problem. I'm the first of my friends to use Bitinstant and they are waiting to buy bitcoins through your service if it goes well. At this point it's starting to seem shady. I just need the code to redeem my money. Thank you.

[URSAY]

Just trying to get some help here.  I ordered from Bitinstant and used Moneygram with WalMart.  I stupidly put in my account #/Merchant ID instead of my username.  After a couple days, Bitinstant support got back to me with a coupon to redeem my funds and it had already been used.  One of the administrators from MtGox (I'm assuming) replied to BitInstant and CC'd me saying that the coupon had in fact been redeemed by BitInstant.  I just want to buy some bitcoins.  Please help...

OrderID: 6097bb72-6bd7-4383-803e-a65626bb9b47
EventID: e4a0c0f2-ad07-4fde-a81f-71cb0652e362

No order ID #?  Thanks! 

[archimediate]

So the thing that says Order ID isn't an order ID number??

[URSAY]

So the thing that says Order ID isn't an order ID number??

My mistake!  I will get a ticket in for you right away!  Thanks again. 

[archimediate]

Haha.  No worries.  All I want to do is give you guys your percentage and buy my coins.  So should I be looking on here or in my email for a response?

[the chief]

"thanks again for your patience."


Don't thank me for something I haven't given you. What's the word on my cash dude? When will our funds be released back to us?

[URSAY]

Haha.  No worries.  All I want to do is give you guys your percentage and buy my coins.  So should I be looking on here or in my email for a response?

Your ticket has been escalated.  Yes, you can check back here for a message on post.  Thanks! 

[noname6520]

Hi URSAY,

The money is still not in my mtgox account.

thanks,
noname

[URSAY]

Hey everyone,

I was very recently hired to help with customer support at BitInstant.  Order volume is increasing so fast and we are working very hard to keep up.  We are also reevaluating our support procedures and hope to improve your experience and expectations with more man power and improved infrastructure.  I'm hoping to offer more concrete turnaround times in the very near future.

Please bear with us and again, thanks for your patience as we work to improve your experience.

-BitInstant Support

[the chief]

For a long time to come, the world will remember the Cypriot financial crisis of 2013.

....but for a few of us, we can hold the distinction of being a part of the Bininstant Bank Run of 2013.


Oh the irony..

[URSAY]

Hi URSAY,

The money is still not in my mtgox account.

thanks,
noname

Resubmitted your ticket!

[Rafa7]

URSAY

Please do you have any news about my case ?
Im worried now ... Because I made the deposit on Saturday and still now money on my mtgox account .
Dont forget about me lol
I know you have alot people to take care
Thank you

[URSAY]

URSAY

Please do you have any news about my case ?
Im worried now ... Because I made the deposit on Saturday and still now money on my mtgox account .
Dont forget about me lol
I know you have alot people to take care
Thank you

Your still in my list!  Working on it.  Thanks!

[starswarm]

Hello there, I made a transfer yesterday afternoon, confirmed by ZipZap and BitInstant, but the API response looked odd and I have yet to receive my funds.
 
Here is my orderID,
OrderID: dbc72b68-57a3-4032-bc3f-1ccb19d961ab

And here is the strange error message.
APIResponse: {"error": {"amount": ["You have only $16.48 available. Check your account balance for details."]}}

Thanks for the help!

[noname6520]

still nothing.

[AIola214]

What does "Failed to create new order" mean on my order after it says "order executed - funds deposited at remote exchange"? I'm confident if I give it some time my money will arrive but Im curious.

[evol9]

I made a purchase through bitinstant on Monday but only got partial funds. Tried to contact support through the website a few times, but it's been extremely difficult to get a response.

When I placed the order the exchange rate was at just about $103. Paid with Dwolla, who approved the transaction, but at the end of the bitinstant transfer log there was a MTGox communication error message. Contacted support and was told that the bitinstance account balance at MTGox was temporarely low, and that the transfer would go through when the issue was resolved. I waited 24 hours and contacted support again, at which point I was told that the the transfer would be initiated manually (last message in the order status now says "Manual transfer created"). Sounded like everything was well until the funds showed up in my wallet. It looks like the transfer was done at the exchange rate when the manual transfer was initiated. That means I ended up getting 0.1 less BTC than what I had paid for. Contacted suport again about 24 hours ago, but never got a response.

[archimediate]

Yeah, that's the only disappointing thing. At the volume I'm buying I'm losing about 100 bucks.

[URSAY]

Hello there, I made a transfer yesterday afternoon, confirmed by ZipZap and BitInstant, but the API response looked odd and I have yet to receive my funds.
 
Here is my orderID,
OrderID: dbc72b68-57a3-4032-bc3f-1ccb19d961ab

And here is the strange error message.
APIResponse: {"error": {"amount": ["You have only $16.48 available. Check your account balance for details."]}}

Thanks for the help!

Support ticket submitted.  Thanks for your patience. 

-BitInstant Support