Official Newbie BitInstant Support Thread (Active Customer Support)

[StephenJH]

I'd say give URSaY some credit. This is like Dresden...

[reader31]

Hi Im waiting on my as well. You mentioned a couple of days back that a ticket has been filed. Still waiting for my Vouch X coupons. i just need the coupons not the bitcoins. Why is this taking so long?

my order id:

8787e0d9-d976-4bf3-9f05-f54b881e6613

[Frostasus]

Thank you for your reply URSAY, I'm not mad and I've not displayed that (I know your talking to all) I just would like to know what I can do next, I'm patience and I know about high volume and I don't discount user error, I'd just like to know if I've done an error and what address you need to complete my order, but I don't think I've errored. Thank you

[archimediate]

I definitely think Ursay is doing a decent job but I wish he could help me without having it escalated to the CEO.

[URSAY]

URSAY please just send me my money back on dwolla. Im fed up. I no longer want to deal with bitinstant.

I can look into opening a ticket which would ask for a refund.  I do not have the authority to grant refunds currently.

However, If my understanding of this situation is correct (could be wrong), it is a case of user error.  You seem to be unable to add your MTGOX coupon to your MTGOX account.  I cannot tell you your MTGOX account # because I do not work for MTGOX.  When we ask you for your MTGOX account # so we can help you manually add the MTGOX coupon to your MTGOX account (sort of like Apple helping you with a Microsoft product) you can't find the acct. #.  I am trying to help you.  Have you spoken with MTGOX support?

Let me know how you'd like to proceed.  

Thanks,
-BitInstant Support

[Rafa7]

Thanks URSAY for you effort man .
I appreciate your help , altough my case isnt resolved yet and tomorrow is 5th day after I made the deposit .
Im trying to be calm and give you guys some time to solve this

[URSAY]

Hey Ursay, I just did a 500 deposit to Mtgox using ZipZap>Walmart and I got 2 confirmation emails including one from bitinstant and one from zipzap, the bitinstant one said "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order"

These 2 confirmation emails where recieved at 6:07, the ID says Order Confirmed, and the last event was Order executed - funds deposited at remote exchange at 7:29.

Heres my order ID:

5c3fa23d-80b5-4873-901d-0adeb00de025


I checked the Mtgox address and its correct, so I don't really see why else I haven't recieved it, I currently at 9:08 have $0.00 in my Mt. Gox account

I really really can't afford to lose this as this investment was entrusted with me.

You won't "lose" you investment.  BitInstant is not out to scam anyone.  

Thanks for providing so much info.  I'm escalating this issue to level 2 support.

-BitInstant Support

[URSAY]

Any idea why I was told that I couldn't be helped and that I needed to contact the CEO? (Which I did and haven't heard back.) all I need is a new coupon since you guys ADMITTED you gave me one that was expired. This shouldn't be hard.

You should give him time to respond to your email.  Thanks.

[cerulean13]

Hi Ursay,

I just got back from 3 unsuccessful attempts to complete my transaction at CVS (used bitinstant CVS to bitcoin email). My order amount is for $100 and my zipzap fee is $3.95.

Basically what happened all three times is I would get to the counter, the total would come up as $100 dollars instead of $103.95, the person at the register would attempt to go through with it anyway, and then it would return "invalid transaction" or something like that.

I then went back to the moneygram phone, did the process over again, and explained to the person on the phone what was happening. The last time I did it, the person on the phone claimed it was because I was trying to send it to a person instead of a business, which I knew wasn't right because I remember confirming that I was sending money to zipzap.

I'm going to try again tomorrow at a Walmart instead of CVS, but how can I make sure that it works this time? Why wouldn't the transaction fee show up, even when I explain to the people on the phone what's happening?

[URSAY]

Any idea why I was told that I couldn't be helped and that I needed to contact the CEO? (Which I did and haven't heard back.) all I need is a new coupon since you guys ADMITTED you gave me one that was expired. This shouldn't be hard.

I think you should give Charlie a reasonable amount of time to respond to your email.  He is a very busy person and he is working hard to resolve everyone's issues.  Thanks.  

[URSAY]

Same here still waiting, a friend sent me a small amount to check that my wallet is "working" and I instantly received his. Can you please tell me if you've tracked down my order and if you re-need my address or want a new address to send me my BTC's?

I've only really been with BitInstant for a few days but I don't believe I've ever opened a ticket for you.

If you'd like to be sure that your issue is being handled then consider giving me all of your order details and information so I can open you a ticket.

Thanks!
-BitInstant Support

[URSAY]

supercoco,

Check your PM for possible solution.  

Thanks!
-BitInstant Support

[dookiedue]

Hi Ursay,

I just got back from 3 unsuccessful attempts to complete my transaction at CVS (used bitinstant CVS to bitcoin email). My order amount is for $100 and my zipzap fee is $3.95.

Basically what happened all three times is I would get to the counter, the total would come up as $100 dollars instead of $103.95, the person at the register would attempt to go through with it anyway, and then it would return "invalid transaction" or something like that.

I then went back to the moneygram phone, did the process over again, and explained to the person on the phone what was happening. The last time I did it, the person on the phone claimed it was because I was trying to send it to a person instead of a business, which I knew wasn't right because I remember confirming that I was sending money to zipzap.

I'm going to try again tomorrow at a Walmart instead of CVS, but how can I make sure that it works this time? Why wouldn't the transaction fee show up, even when I explain to the people on the phone what's happening?

This exact thing happened with me at a CVS. The person at the counter is entering in $100 as the amount when they need to enter $103.95 for it to be accepted. I had to go back and forth with the lady as she told me she normally just enters the bill amount, and then the additional fee gets added on. She was confused as to why it didn't add the fee the first time and just charged me the amount with out the fee ($100). After ringing me up we got the same invalid transaction error. The second time I convinced her to put the amount with the fee ($103.95) and the order went through. I promptly received an email from ZipZap confirming my payment. Of course what happens after that is anybody's guess as I still haven't received any bitcoins from BitInstant, or any responses to my direct questions, emails or phone calls.

[supercoco]

supercoco,

Check your PM for possible solution.  

Thanks!
-BitInstant Support

Thank you so much, this has resolved my issue, I am fully satisfied =)

[t8]

Hi, this is my Quote ID: 25e4fe6c-02d2-4306-9890-3ac9ec332de9

I completed the payment and got an e-mail confirming ZipZap payment, but so far I have not received the amount in my MtGox account. Can you help?

thanks.

[Apanauc]

Simply hope I can move beyond the loading stage for my process.

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d

I'm not sure I understand what you mean.  Can you be more specific and give me more details?  Thanks! 

My order status has been loading for over 20 hours. I made a purchase to get bitcoins sent to my bitcoin address yesterday, after my moneygram payment I got a zipzap confirmation right away. I'd like to complete my transaction as it is advertised as something that can be done in under an hour.

Do you have an order ID #?  Do you want me to open a ticket for you?

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d
That would be much appreciated.

[URSAY]

URSAY,

Any news with my ticket?
please, please, help me with my deposit, how many more days is this supposed to take. I had friends who already have they BTC and they buy
them from you guys at the same place, same hour and the deposit went fine. Why mine has to took so long? Almost a week.

I'm going into the BitInstant office tomorrow and I'm going to look further into some of these extended delays that a few of you are seeing.  If it has been in fact over a week I apologize.

[URSAY]

Hi Im waiting on my as well. You mentioned a couple of days back that a ticket has been filed. Still waiting for my Vouch X coupons. i just need the coupons not the bitcoins. Why is this taking so long?

my order id:

8787e0d9-d976-4bf3-9f05-f54b881e6613

I don't know exactly why it has taken so long but I still have your ticket open and I'm hoping to find out more details about some of these outstanding issues when I go into the office tomorrow.  Thanks again for your patience. 

[cerulean13]

Hi Ursay,

I just got back from 3 unsuccessful attempts to complete my transaction at CVS (used bitinstant CVS to bitcoin email). My order amount is for $100 and my zipzap fee is $3.95.

Basically what happened all three times is I would get to the counter, the total would come up as $100 dollars instead of $103.95, the person at the register would attempt to go through with it anyway, and then it would return "invalid transaction" or something like that.

I then went back to the moneygram phone, did the process over again, and explained to the person on the phone what was happening. The last time I did it, the person on the phone claimed it was because I was trying to send it to a person instead of a business, which I knew wasn't right because I remember confirming that I was sending money to zipzap.

I'm going to try again tomorrow at a Walmart instead of CVS, but how can I make sure that it works this time? Why wouldn't the transaction fee show up, even when I explain to the people on the phone what's happening?

This exact thing happened with me at a CVS. The person at the counter is entering in $100 as the amount when they need to enter $103.95 for it to be accepted. I had to go back and forth with the lady as she told me she normally just enters the bill amount, and then the additional fee gets added on. She was confused as to why it didn't add the fee the first time and just charged me the amount with out the fee ($100). After ringing me up we got the same invalid transaction error. The second time I convinced her to put the amount with the fee ($103.95) and the order went through. I promptly received an email from ZipZap confirming my payment. Of course what happens after that is anybody's guess as I still haven't received any bitcoins from BitInstant, or any responses to my direct questions, emails or phone calls.

Weird, the lady at CVS didn't even have the option to enter the amount, she was telling me that it just shows up on screen and then the customer confirms it and pays. If it happens again tomorrow when I try Walmart, should I ask the cashier to enter the right amount if it displays $100 again? Or do you think that's why you don't have your bitcoins yet?

[volvox6]

URSAY, Thank you for being great support here!
I'm in the same boat as a lot of guys, for some reason my transaction is stuck on 'loading'.
Reading though the posts, it seems like there is a way some transactions to get stuck in this limbo and maybe all they need is a manual push?

Anyway- I already filed a ticket with you, just wanted to make sure you had my MtGox account # incase that was helpful in pushing it through:

• MTgox Account: 231678
  
  Order ID: 9cafb842-dced-46e7-977a-13bfb74837d6
  Quote ID: 2871fa44-407b-4db4-aa2e-4f18b01d3a59
  Event ID: 1aa207eb-653e-4ef1-b069-c0b8d93c1c49
  
  Dwolla verification is:
  $300.00 to BitInstant (EDP)
  transaction ID # is 2508578

Again, thank you for communicating with us and letting us know whats up. I was have been worried, as I think most of us are, that someone could just run off with our investments when we don't see them for a day and get no notification.
So the information is REALLY APPRECIATED!