Official Newbie BitInstant Support Thread (Active Customer Support)

[bitcoincraze]

I've processed my money transfer through zipzap and money gram over 24 hours ago, and zipzap confirmed the money payment. Yet, I haven't received a deposit of bitcoins in my bitcoin address. I've also lost my QuoteID, I've sent a support ticket 15+ hours ago, but have not yet received a response. I recently sent a email to billing@bitinstant.com. I've sent you a pm ursay.

Order ID: 9e8e60de-2407-4b29-8413-74e672c8088d
Event ID: d7ef40f5-7054-4f7e-bd08-b32c987b9501
Zipzap account #: 479752537
email address associated: seankana@gmail.com

I would be happy to give more information at your request.

[iameric]

I've been having isseus too

I made a payment around 9AM

Code:

Here are the transaction details:
Merchant order ID
6602a28c-ad08-4d28-8da1-c6db326d1645
Customer account ID
566 038 717
Payment code
39065318
Status
Paid
Amount
300.00 USD
Final full order amount
303.95 USD

Still waiting for some assistance I sent a PM, email, and posted in this thread. Please let met know what additional information you need.

[URSAY]

I've been having isseus too

I made a payment around 9AM

Code:

Here are the transaction details:
Merchant order ID
6602a28c-ad08-4d28-8da1-c6db326d1645
Customer account ID
566 038 717
Payment code
39065318
Status
Paid
Amount
300.00 USD
Final full order amount
303.95 USD

Can you tell me more about what your issue is?  Thanks! 

[URSAY]

hi URSAY, I would pm you this but my pms are not working.

my account ID is noname6520

my account number is M4338454X

thanks,
noname

Can I not contact you thru PM?  I sent you a solution thru PM. 

[mercurial]

So why is BitInstant still taking orders when clearly they are not going through.

If orders were back up and they had their issue resolved with their API update or insufficient funds at the Mt.Gox exchange, then they should be requeueing our stuck orders.

I'm getting worried about the lack of communication, an ETA, or an acknowledgement/ticket # about an issue directly from their support e-mail.

Has anyone had their issue resolved yet or been able to buy bitcoins through them today?

And URSAY I don't know if my PMs are working could you tell me if you got them?

[URSAY]

no word from live agent either.
 

If there's a simple refund method I'd also be curious to hear that.

i could have done a bank transfer and had the BTC in 24 hours elsewhere, i am currently at 15 hours and it took me 5 hours to get a response from 'liveagent' who claimed i would have my BTC in the next couple hours.  As it is getting later and later and BTC prices plummet, i cannot help but wonder if i will receive them in 2 days bought at the peak and received at half what i paid

You may of contacted support in another manner but this is the first I am hearing of your situation.  Are you wanting me to try and help? 

[URSAY]

Hello,

I deposited cash via ZipZap to Bitinstant to be directly deposited into my Mt. Gox account.  It has been a few hours and the money I deposited never showed up in my Mt. Gox account and I am getting a bit worried.

My OrderID# : 83c12842-fce2-4b80-8759-005d5fee5815

Please help!

Thank you,

Truth

Your support ticket has been escalated.  Thanks for your patience! 

[URSAY]

Hey there I'm a first time user.

ac24ae3b-1886-4a25-a3e6-8a46a05cd215

Has been stuck at "MTGox Order Loading" for almost a day. Forgive me if this is normal, noob and all.

Is that string your order ID #?  Do you know?  Thanks! 

[StephenJH]

yep that's the order id

[URSAY]

Nothing yet


Just promises from URSAY, but no money and no email from Bitinstant.


What a joke.

I don't believe I've made any promises.  But I am doing my best to help you with your issues.  I hope I will be able to provide better expectations regarding support issues in the near future. 

For the users worried about scamming...

BitInstant is not known for scamming and has been around for quite sometime in the Bitcoin world.  We are working to resolve all your issues.

[URSAY]

truth1977,

I've PM'ed you about a possible solution to your issue.

Thanks!
-BitInstant Support

[bloodsipper]

no word from live agent either.
 

If there's a simple refund method I'd also be curious to hear that.

i could have done a bank transfer and had the BTC in 24 hours elsewhere, i am currently at 15 hours and it took me 5 hours to get a response from 'liveagent' who claimed i would have my BTC in the next couple hours.  As it is getting later and later and BTC prices plummet, i cannot help but wonder if i will receive them in 2 days bought at the peak and received at half what i paid

You may of contacted support in another manner but this is the first I am hearing of your situation.  Are you wanting me to try and help? 

i mentioned it a few pages back this morning, i had gotten a reply from liveagent and thought i would be receiving my bitcoins, any help would be appreciated

[Frostasus]

I sent money last night with my wallet address and still no money or BTC's, what to do next?

[URSAY]

yep that's the order id

I've escalated your support ticket.  Thanks for your response!  I will let know know when we have more info.

Thanks!
-BitInstant Support  

[URSAY]

no word from live agent either.
 

If there's a simple refund method I'd also be curious to hear that.

i could have done a bank transfer and had the BTC in 24 hours elsewhere, i am currently at 15 hours and it took me 5 hours to get a response from 'liveagent' who claimed i would have my BTC in the next couple hours.  As it is getting later and later and BTC prices plummet, i cannot help but wonder if i will receive them in 2 days bought at the peak and received at half what i paid

You may of contacted support in another manner but this is the first I am hearing of your situation.  Are you wanting me to try and help? 

i mentioned it a few pages back this morning, i had gotten a reply from liveagent and thought i would be receiving my bitcoins, any help would be appreciated

Did you give me information like order ID # and the specific problem you were having?  If not, can I get that information?  Thanks!

[StephenJH]

TY  

[URSAY]

I sent money last night with my wallet address and still no money or BTC's, what to do next?

Do you have any other information like an order ID # or more specifics about your issue and account?

[caffeineJoe]

its been too long
must be overwhelming

stay strong

[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.  

[Frostasus]

I need help with receiving my purchase