Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

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.

I'm am still learning the ropes at BitInstant so currently I can't fully explain your situation myself.  However, if you want me to submit a support ticket for you I would be happy to do so!  Just let me know your order ID # and details.  Thanks!

-BitInstant Support

[URSAY]

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.

Do you have an order ID #?

[olufsen]

Hi,

Yesterday I used the cash deposit to bitcoin address option and I have yet to receive any of the bitcoins.  Unfortunately, i do not have any of my bitinstant order details.  I only have the details on my zipzap order slip.  The account number is 765360128.

[the chief]

URSAY, your efforts are really appreciated and please take my negative comments with a grain of salt. It looks like you're working pretty hard to alleviate some people's worries.

I'm wondering though, if by you submitting and re-submitting all these problem tickets, do you think it might be causing more of a delay? Seems BI is having to deal with an unusually high amount of requests at the moment. I'm sure the number of posters on this forum getting help from you is negligible in the macro view of bitinstant transactions at this point, but who knows? I've contacted BI directly with no response, the only response I've gotten is here on this thread.

Either way, thanks for responding at least. Even though it doesn't appear anyone's issue has been resolved yet, it does lessen the worry a bit.

[orion007]

It's really great to see BitInstant get all up in this thread and have someone dedicated to resolving the issues in here. I hope that gives everyone the warm fuzzy that they are not scamming people. Sometimes there are just issue with technology. With some many interfaces and API's errors are bound to occur. With the recent run on Bitcoin the amount of transactions have increased dramatically. It is nice to see BitInstant is getting serious about getting issues resolved and earning our trust back.

[bloodsipper]

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 #?

Wed Apr 3 05:55:39 2013   6750748d-ebb4-430d-b14d-34df1ab6fe4b       Quote for new transaction
Wed Apr 3 06:47:16 2013   486cf0bc-5ee3-4946-b819-5910a55a22f7       New Order
Wed Apr 3 06:48:26 2013   f3d5c786-5f4d-4cae-b51e-fdc900d5af6a        MTGox Order Loading
Wed Apr 3 06:53:26 2013   7d90e60b-c078-4ed7-9f33-2a60d2d9e6a6   Coinapult Order Loading

this is what i have - i have since received an email from support - an API problem with MtGox apparently?

[volvox6]

Please help.
I put $300 into bitinstant yesterday. Should have taken an hour, but its been over 12 now!
These are the details:

Order ID: 9cafb842-dced-46e7-977a-13bfb74837d6
Quote ID: 2871fa44-407b-4db4-aa2e-4f18b01d3a59
Event ID: 1aa207eb-653e-4ef1-b069-c0b8d93c1c49

Dwolla moved the money out of my account (dwolla transaction ID # is 2508578) but it has not showed up in Mtgox.

Can someone from bitinstant please help? I sent email to support but no response.
 

[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 #?

Wed Apr 3 05:55:39 2013   6750748d-ebb4-430d-b14d-34df1ab6fe4b       Quote for new transaction
Wed Apr 3 06:47:16 2013   486cf0bc-5ee3-4946-b819-5910a55a22f7       New Order
Wed Apr 3 06:48:26 2013   f3d5c786-5f4d-4cae-b51e-fdc900d5af6a        MTGox Order Loading
Wed Apr 3 06:53:26 2013   7d90e60b-c078-4ed7-9f33-2a60d2d9e6a6   Coinapult Order Loading

this is what i have - i have since received an email from support - an API problem with MtGox apparently?

Was your issue resolved or do you feel like I should open up a support ticket for you?

[URSAY]

I bought Bitcoins to my wallet through Bitinstant this morning, but I've yet to receive them. I've tried contacting support, but my messages have gone unanswered. Very frustrated!
Quote ID   74729a8b-92dd-4b0f-9ee0-e725063d1acf
Event ID   311b350a-2b09-444e-9fb4-3ad8ebe0f29d

You have no order ID #, correct?

[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.

Do you have an order ID #?

Order-id is d58b12c1-a9ff-4351-a2a6-31026ed5d688

Thanks

[URSAY]

Please help.
I put $300 into bitinstant yesterday. Should have taken an hour, but its been over 12 now!
These are the details:

Order ID: 9cafb842-dced-46e7-977a-13bfb74837d6
Quote ID: 2871fa44-407b-4db4-aa2e-4f18b01d3a59
Event ID: 1aa207eb-653e-4ef1-b069-c0b8d93c1c49

Dwolla moved the money out of my account (dwolla transaction ID # is 2508578) but it has not showed up in Mtgox.

Can someone from bitinstant please help? I sent email to support but no response.
 

Escalated your issue.  Thanks for the details. 

-BitInstant Support

[URSAY]

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.

Do you have an order ID #?

Order-id is d58b12c1-a9ff-4351-a2a6-31026ed5d688

Thanks

Thanks!  I've opened up a ticket for you! 

-BitInstant Support

[18stops]

hi, the wrong amount was deposited, can you please look into it
Quote ID : 18ea501a-4608-4b6e-92b3-ba5f5b1aee3f
Event ID : 7c5e63d5-6532-4848-b2a6-29128661ac53

[MegaCrayg]

As are many here, I'm sure BitInstant showing a support presence right now is a relief.  I'm also sure my question is on the minds of many as well.

What is the ratio of flawless transactions versu transactions requiring CS intervention?  This is a question only BI Support can answer and, at this point in time, there isn't much to gain by being untruthful.  Soooooo, how about it URSAY?

[bloodsipper]

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 #?

Wed Apr 3 05:55:39 2013   6750748d-ebb4-430d-b14d-34df1ab6fe4b       Quote for new transaction
Wed Apr 3 06:47:16 2013   486cf0bc-5ee3-4946-b819-5910a55a22f7       New Order
Wed Apr 3 06:48:26 2013   f3d5c786-5f4d-4cae-b51e-fdc900d5af6a        MTGox Order Loading
Wed Apr 3 06:53:26 2013   7d90e60b-c078-4ed7-9f33-2a60d2d9e6a6   Coinapult Order Loading

this is what i have - i have since received an email from support - an API problem with MtGox apparently?

Was your issue resolved or do you feel like I should open up a support ticket for you?

i still havent received any btc.  here is the reply i received:

I apologize for the delay. Due to an API issue on the Mt.Gox exchange, there are delays funding and processing to Mt.Gox/Bitcoin purchasing exchange that has caused orders to get ‘stuck’ in our system. Rest assured, your funds are safe and your transaction has already been re-queued. Your order will process in the next couple of hours as soon as we have the appropriate balance. Thanks so much for your patience.

so at least i am getting response now, just wish i had a better experience for my first time.  

[URSAY]

hi, the wrong amount was deposited, can you please look into it
Quote ID : 18ea501a-4608-4b6e-92b3-ba5f5b1aee3f
Event ID : 7c5e63d5-6532-4848-b2a6-29128661ac53

Can you give me a few more details?

Do you have an order ID #?

Can you tell me how much the order was for and how much you received?

You can always send me a personal message or post back in this thread.

Thanks!

[theFed]

Good morning,
Reserves are up again, can you push my BTC-e order through now?

theFed...support is looking at your issue and I am hoping to have a resolution for you sometime today.  Thanks for your patience!

Sounds good, I'm really looking forward to having this thing resolved today.

BitInstant,
It's been 6 days now and no resolution yet.  I would think my so-called "support ticket" should be at the top of the list.  Let's get this fixed today please.


UPDATE:
Issue resolved. On April 5 BitInstant deposited the funds to my BTC-e account.  It took them 8 days.

[mercurial]

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 #?

Wed Apr 3 05:55:39 2013   6750748d-ebb4-430d-b14d-34df1ab6fe4b       Quote for new transaction
Wed Apr 3 06:47:16 2013   486cf0bc-5ee3-4946-b819-5910a55a22f7       New Order
Wed Apr 3 06:48:26 2013   f3d5c786-5f4d-4cae-b51e-fdc900d5af6a        MTGox Order Loading
Wed Apr 3 06:53:26 2013   7d90e60b-c078-4ed7-9f33-2a60d2d9e6a6   Coinapult Order Loading

this is what i have - i have since received an email from support - an API problem with MtGox apparently?

Was your issue resolved or do you feel like I should open up a support ticket for you?

i still havent received any btc.  here is the reply i received:

I apologize for the delay. Due to an API issue on the Mt.Gox exchange, there are delays funding and processing to Mt.Gox/Bitcoin purchasing exchange that has caused orders to get ‘stuck’ in our system. Rest assured, your funds are safe and your transaction has already been re-queued. Your order will process in the next couple of hours as soon as we have the appropriate balance. Thanks so much for your patience.

so at least i am getting response now, just wish i had a better experience for my first time.  

Glad to hear it isn't only me having this exact problem. Did your requeued order make it through? I haven't heard anything since URSAY put in a ticket this morning. No replies from their support e-mail either.

[URSAY]

As are many here, I'm sure BitInstant showing a support presence right now is a relief.  I'm also sure my question is on the minds of many as well.

What is the ratio of flawless transactions versu transactions requiring CS intervention?  This is a question only BI Support can answer and, at this point in time, there isn't much to gain by being untruthful.  Soooooo, how about it URSAY?

I'm a believer in being truthful.

If I had the numbers I'd share but I don't know for sure.

It seems like there is a technical issue which is effecting a good number of people.  It's a positive sign that Charlie has added support to the company so he can spend the majority of his time dealing with these higher level issues directly.

I've worked for a number of tech companies.  Problems happen with growth and scaling.  Occasionally you have to bring in help.  Bitcoin moves FAST.  But I'm confident we can catch up soon.  

[Wompaone]

Good work guys. I don't need you right now but I'm sure I will in the not too distant future.