Official Newbie BitInstant Support Thread (Active Customer Support)

[the chief]

Ok everyone, my issue has now been resolved. I came home and found my funds accounted for, and I appreciate hazek of Bitstamp PM'ing me as to how he can help, and URSAY for all his efforts. The whole thing was a bit inconvenient, but now that all my funds are available to me, I feel happy with the help I got.

[TreePot]

Thanks, I'm having alot of issues with bitinstant...

[hojo]

USRAY - please look into my issue. i posted on page 115 but was overlooked. I sent money through Walmart to ZipZap using Bitinstant. The funds were to go to Bitstamp but Bitinstant never released them. See the error along with my quote id/order id below and please escalate this for me. This is the 2nd issue I've had with Bitinstant out of maybe 10 transactions and although the first was resolved my confidence is dwindling. Please help me.

OrderID: fac2732b-121b-4398-b1a2-59b3609bb09f
EventID: 9a562aed-774c-4d06-bdad-c89b2db4dea9
QuoteID: a4bd8436-64d9-457e-b7ff-13f70dff96a8
APIResponse: {"error": {"amount": ["You have only $16.48 available. Check your account balance for details."]}}
FundsSent: $460.848 USD

[caffeineJoe]

ho humm,
got involved in this at the best time ever!

its worth my 300 in "stuck" somewhere
backed by nothing notes
to be part of this...

if my deposit went through,
i wouldn't be here now would i?

thanks
CJ

[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.

Check your confirmation email for a coupon code.  I realize that you may of received an email which states you would not need to enter a code but this may not be the case.  Let me know if you still need help.  Cheesy

I have yet to receive any e-mails from bitinstant at all, at any step in the process. Is it possible to send the coupon code to my pm box? I can provide additional transaction information if necessary. Appreciate the time you put towards this and really like the forum style customer service, because you can see the massive amount of requests put in, along with all the responses capable of coming from a single person.

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

Can you tell me more about the deposit and output methods you used on BitInstant?  Glad you enjoying the forum support! 

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d
Event ID   82014168-0473-46b4-9fc6-f8bf48d6c3db

Transaction was done at a Walmart for the total amount of $103.95 using MoneyGram to send it to Zipzap. ZipZap confirmation of payment was nearly exactly 31 hours ago, account number 763171501. Output was originally for bitcoin address 1PirQGtt7jELmD6SnBCKJWfc319acyvkca.

[dookiedue]

Ok everyone, my issue has now been resolved. I came home and found my funds accounted for, and I appreciate hazek of Bitstamp PM'ing me as to how he can help, and URSAY for all his efforts. The whole thing was a bit inconvenient, but now that all my funds are available to me, I feel happy with the help I got.

How long did it take for your bitcoins to appear? Does hazek work for BitInstant? Is there anything you or he did to resolve this issue or is it just a waiting game? Thanks...

[Joerg]

Good morning Ursay.

Don't mean to be a pest but didn't hear anything yesterday. Please confirm someone is still working on resolving my order.

Thanks,
Joerg

[louisBSAS]

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.

Now that MtGox has proven itself NOT WORTH OF BEING AN EXCHANGE, I have moved all my money over to BTC-e - Sorry to jack this thread...

But, I would like to know the process for taking money out of Dwolla --> BTC-e.   And, it seems theFed is having difficulty too.   There is no option on the BI site for BTC-e (or any other non-gox exchange) 

What are we to do?

[inermae]

Deposited $480.05 yesterday, no coins received.  I had deposited the day prior, and received the coins instantly.

OrderID: bc9233ec-0670-42e8-8018-0f7b288a2df8
EventID: 15e05d38-1406-441e-b030-7f8ee0cb7600

I emailed support almost 24 hours ago, and still no response.

[andrewb]

I deposited USD yesterday via CVS/moneygram and still do not see USD on Mt. Gox 12+ hours later.

I did email support@bitinstant as well but this seems to get the most attention so posting here as well.

The relevant details are:

OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
APIResponse: MTGOX-USD-XTFD9-EYJUZ-R2SYH-E75E7

If you need any other info, please let me know.

[yellowbellypig]

Event ID:
3cd78318-2ebb-429b-b762-858fa00a606f

Quote ID:
7d0a05b9-4ed5-4219-896f-0d83b6d5068d

Amount: $208.95


Its been nearly 48 hours... email support has been terrible, responding only once with useful information, saying my order was re-queued and should be completed "in the next couple of hours"... that was like 18 hours ago.

What is going on

Never even received an email from BitInstant confirming anything has occurred, and according to blockchain nothing has begun. All I have received so far are emails from ZipZap confirming that my money went through.

[noname6520]

URSAY Im going to get on with mtgox support. What am I supposed to get from them and what should I do following that in order to get my money. Can you outline what I should be doing in a series of steps? for example:
1. get six digit accound id
2. send it to URSAY by pm on public forum
3.etc
4. receive bc on mtgox at price they were purchased

thanks,
noname

[delgas]

So it's been 24 hours thus far and still no reasonable response.

BitInstant's idea of customer support is having a 150+ page thread with one representative?  I've tried to chat with representatives on your website, sent a support email through your website with no response, posted to this thread, and have personally PM'd Ursay.

Enough with the "check your confirmation email for a MTGox code" canned answers.

BitInstant has either been hacked or is grossly incompetent.  Either way they should not be dealing with money

As you can see from my transaction details below, my order had nothing to do with MTGox whatsoever.  The funds were sent to a personal bitcoin-qt address.

Stop blaming MTGox for a mistake that was clearly made by BitInstant.  Stop holding me hostage and forward on my funds.

Order receipt
Quote ID    e778fe43-8ed6-4d01-b26e-f280395f260c
Event ID    1f14b79d-b20a-4c96-811f-90c5954a3fed
Fees (inclusive)    3.99%%
Amount you paid    $500.0 USD
Amount you will receive    $480.05 USD
Destination exchange    Bitcoin Address
Destination account    1JMSyCHYx3ae2yTDLVeBxtZYxKXkuyEwid
Order event log
Timestamp    Event ID    Event type
Wed Apr 3 04:05:53 2013   1f14b79d-b20a-4c96-811f-90c5954a3fed   Quote for new transaction
Wed Apr 3 12:46:58 2013   8492a92e-46f8-4c46-9427-23189fc3eec6   New Order
Wed Apr 3 12:45:22 2013   cd6005a2-66b7-497a-beaf-6d8f68a9b8f8   Coinapult Order Loading
Wed Apr 3 12:50:21 2013   29c49933-b158-4dcb-8002-f596410d1e00   MTGox Order Loading

[Ace.]

So I did a MtGox to Paypal transfer yesterday, and it says "Order executed - funds deposited at remote exchange" yet it has been nearly 18 hours and still no signs of it  

https://i.imgur.com/bLIu1go.png

I tried contacting the email support but no response. Asked someone on IRC and was told to post here, so here I am

Order ID: 83e9b1a7-e3bc-4ce5-ad65-3289a566b8f3
Quote ID: aa0836b6-ca26-459b-ad7a-244e48f0289c
Event ID: 3e7a209b-eada-467d-a60b-e7b9c9d609ea

[resident2]

Don't know if this is the right place for it,

but I was wondering what happens if the # of transaction drops, so the demand on miners drops?

[hojo]

So it's been 24 hours thus far and still no reasonable response.

BitInstant's idea of customer support is having a 150+ page thread with one representative?  I've tried to chat with representatives on your website, sent a support email through your website with no response, posted to this thread, and have personally PM'd Ursay.

Enough with the "check your confirmation email for a MTGox code" canned answers.

BitInstant has either been hacked or is grossly incompetent.  Either way they should not be dealing with money

As you can see from my transaction details below, my order had nothing to do with MTGox whatsoever.  The funds were sent to a personal bitcoin-qt address.

Stop blaming MTGox for a mistake that was clearly made by BitInstant.  Stop holding me hostage and forward on my funds.

Order receipt
Quote ID    e778fe43-8ed6-4d01-b26e-f280395f260c
Event ID    1f14b79d-b20a-4c96-811f-90c5954a3fed
Fees (inclusive)    3.99%%
Amount you paid    $500.0 USD
Amount you will receive    $480.05 USD
Destination exchange    Bitcoin Address
Destination account    1JMSyCHYx3ae2yTDLVeBxtZYxKXkuyEwid
Order event log
Timestamp    Event ID    Event type
Wed Apr 3 04:05:53 2013   1f14b79d-b20a-4c96-811f-90c5954a3fed   Quote for new transaction
Wed Apr 3 12:46:58 2013   8492a92e-46f8-4c46-9427-23189fc3eec6   New Order
Wed Apr 3 12:45:22 2013   cd6005a2-66b7-497a-beaf-6d8f68a9b8f8   Coinapult Order Loading
Wed Apr 3 12:50:21 2013   29c49933-b158-4dcb-8002-f596410d1e00   MTGox Order Loading

I think they have been hacked and are grossly incompetent. And yes I am out 480.00 dollars. Fool me once shame on you....never happen again.

[URSAY]

Morning everyone!

I'm starting on getting caught up with your forum posts and PMs.  Please be patient as I work to get to everyone.

Now let's resolve some issues!   

-BitInstant Support

[URSAY]

URSAY, would a refund request be faster than waiting for my MtGox funds to go through? If so, put my in for a refund request.

OrderID: 237a4342-ea13-4249-8406-5b98fbf1341c

That's really tough to say which option might be faster.  I know you don't want to hear this but I would suggest being patient as we work to resolve your issue.  Thanks.

-BitInstant Support

[URSAY]

Would you like me to submit some form of refund request?

All issues are different.  Don't assume they are all the same.  There are many variables in play with every transaction.

I apologize we haven't been able to meet your needs.  I am working improve customer experience and I hope you will consider using us in the future!

Thanks,
-BitInstant Support

I apologize if i have been rude, i deposited a sizeable chunk of my monthly income with your company and i am just getting very frustrated.  I was feeling alot better when rachel from liveagent told me they were having issues and it would be fixed within a couple of hours.  however in that time i have been reading up on this and other forums and it seems i am far from being alone on this.  i have not seen an employee in the irc server that is claimed  'You can reach us at info@bitinstant.com or our active IRC channel.
Server: irc.bitinstant.com
Channel: #BitInstant'

i have been in that channel all day and i have seen 4 people speak, none of which was an employee of bitinstant and 2 of which like myself were there for bitcoins not being received.  This worries me, every other person seems to be posting about how they cannot get ahold of anyone and that you are the only contact who responds.  

Do you know where my money is or why it is not going through?  because i most certainly would like to know also.

thanks
-bitinstant 'customer'

I am here and working on your issue.  BitInstant has no intentions to scam anyone and has a long and solid rep in the BTC world.  I can assure you that we will find you a resolution.  Thanks for your patience. 

[URSAY]

I Never received confirmation e-mail from bitinstant.
please complete my order, quote id 3bb78083-8528-4a3a-836c-38f9e74829f7

when i check the status of my order on the bitinstant site, it just says loading.

thank you

Please provide me with more details so I can work on your issue.  Do you have an order ID #?  Tell me what methods you used on the site and what you expected.  Please be clear about the issue you encountered so I can get level 2 support ALL info to resolve your issue.  Thanks!

-BitInstant Support