Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

How long can I expect to wait before someone will contact me and try to resolve the support ticket you made yesterday (4/2)?

Tyler,

I've tried contacting you about a solution thru PM and here on the forum.  Are you unable to read my communications?

Thanks,
-BitInstant Support

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[URSAY]

Can I get an update on my transaction? You opened a ticket for me and I haven't heard anything yet...

Order ID: a34f1338-ae2e-4576-978a-ef9a6f8654f6

Thanks!

We are working on your issue and I will contact you when we have more info.  Thanks for your patience!

-BitInstant Support

[URSAY]

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

If you provide me with details I can try to help!

[URSAY]

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

Thanks for all the info!  I've escalated your issue to Level 2 support and we will respond when we have more info.  Thanks for your patience!

-BitInstant Support 

[URSAY]

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

I know you had been posting about this yesterday as well.  Please supply ALL info regarding your transaction in 1 place...including your order #, options you used on the site, what behavior you saw, what you expect, etc.

When I have all of your info I can open a ticket for you. 

Thanks!
-BitInstant Support

[dookiedue]

URSAY,
Any information for me? I hate to sound like I am in a hurry for a resolution but I am literally sitting here with my car packed waiting for some information so I can feel comfortable going on vacation. This is the only thing hanging me up. I will be camping and won't really have any access to monitor the situation and I am still very concerned. Thank you for your assistance.

[URSAY]

Apanauc,

I've opened a support ticket for you and we are looking further into your issue.  Thanks for supplying all the info!  

-BitInstant Support

[URSAY]

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

Morning!

I still have you as unresolved and on my list.  I'm going into the office later today and I'm hoping to dive further into some of these outstanding support issues.  Thanks again for your patience!

-BitInstant Support

[URSAY]

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?

So your asking how to use BitInstant to transfer funds from Dwolla to btc-e...correct?

[URSAY]

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.

Do you have an order ID #?  Please provide more details about your order such as the options you used and what went wrong.  Thanks!

[URSAY]

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.

Have you received any confirmation emails?  Check them closely for MTGOX codes.  If you have MTGOX codes in your confirmation email then you need to redeem them.  Let me know if you still need help.  Thanks!

[battletross]

Placed an order 4/3 and the payment was confirmed by zip zap at 3:22PM EST (successfully processed). I have not received any kind of confirmation email from bitinstant and do not have the funds in my mtgox account. Let me know what can be done. Thanks!

Please check any confirmation emails for MTGOX coupons.  If you have them then try and use them.  If not then report back to me. 

Found my quote ID through browser history: fc47bee8-178b-44a3-bd98-3ef675f65fa2

I believe this might be the issue? It's been about 20 hours since the payment was confirmed by zipzap.

Wed Apr 3 19:33:39 2013   e1008801-a4a4-4478-834f-68896b5691b6   Serious error occurred

[err0r_01]

Ok Yankee, just to remind you in a few lines,

this is the error I received at mtgox.com
"This code cannot be redeemed (non existing or already used)"
Account Number: M29343117X

OrderID: a0b11d2c-8239-4f79-8cff-323dfafb691b

Thank You! Really appreciate your help. I hope to see this resolved by the end of the week.  
Anyway I look forward to buy more BTC this year.

[URSAY]

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.

Thanks for the info.  I've escalated your issue to level 2 support.  We will contact you when we have more info.  Thanks for your patience! 

-BitInstant Support

[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.

Thanks for the info.  I've escalated your issue to level 2 support.  We will contact you when we have more info.  Thanks for your patience! 

-BitInstant Support

thanks

[Cogine]

Same problem as everyone else.
Processed two deposits yesterday (April3rd), one went thru fine and one did not.
Looks like an API Error.

We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order

OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270
EventID: ec8983cb-f666-4110-bef1-032ff68079bc
DestAccount: 303611
QuoteID: e04c46f0-3704-42c1-b11e-11cf77769dbf
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365025325.45
APIResponse: {u'return': {u'xfer': u'805c3370-6c43-4b96-aa62-33619d49023f', u'amount': {u'value_int': u'48005000', u'currency': u'USD', u'display_short': u'$480.05', u'display': u'$480.05000', u'value': u'480.05000'}, u'tx_in': u'00000000-0000-0000-0000-0000000000000', u'tx_out': u'00000000-0000-0000-0000-0000000000000'}, u'result': u'success'}
FundsSent: $480.05 USD

[Frostasus]

Ok, I'm back for round 2, I sent money on 4/2/13, zip zap confirmed funds are good and sent to BitInstant, I've not received anything. My address is my Blockchain address, what more do I need to do? And I never got a OrderID number.

[c1010010]

Just a quick "thanks".  I really like BitInstant... and have used it a few time already.  Nice job.

[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.

Do you have an order ID #?  Please provide more details about your order such as the options you used and what went wrong.  Thanks!

Isn't the order id number in the above quote?

What went wrong is that I never received the bitcoins.  I used identical options to my previous successful transfer. (Moneygram)  I see no evidence of any transfer using the blockchain.info search (as was suggested by the bitinstant confirmation email)

I am not sure what other information you need to find my transaction.  I feel very uncomfortable copy-pasting the contents of the confirmation email in a public forum.  Please PM me for any specifics you need.

[URSAY]

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 understand your frustrations.  We have not been hacked.  MTGOX was unable to keep their website up yesterday because demand was so strong.  BitInstant stayed up however.

I am trying to help.  I apologize if you do not find my responses worthy.  However, we are doing our best to clean up everyone's issues.

I've added all your details to a support ticket.  We will contact you when we have more info.  Thanks for your patience!

-BitInstant Support