Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

I've got the same problem as yellowbellypig. Paid for bitcoins days ago, still no bitcoins in my wallet.

Quote ID   806c24db-b1a9-44a5-a491-847cd9e48f0e

Can you give me more info about your transaction?  Do you have an order ID #?  What options were you trying to use on the site?  What went wrong?  Thanks!

[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.

My apologies.  I overlooked your order ID #.

Where was the cash supposed to go from Moneygram?

Directly to my wallet.  The destination account hash is viewable using the bitinstant order status.  However, blockchain.info shows no record of a transaction to this address.

[sjruckle]

URSAY its been 4 days. I keep posting in this thread and I keep getting bs responses (its obvious there are numerous people who dont communicate to each other posting under the user name URSAY).

so, either look back in this thread and figure out how to get me my money (I have posted all information I have in this thread, its ludicrous I have to post my info in a public thread just to get my money.)

Or, send me back my money on dwolla NOW. Dont give me another bs response on how you need my order id or accound id or accound number or how I have some kind of nonexistent coupon that I need to cash in.

Let me be clear I consider you guys nothing short of scammers who freerolled me on 500 dollars (i bought 1000$ bc at 90 and they are now worth 135). Get me my money now. Dont make me post again.

Hear, hear! I agree with this guy.

[kal31doscope]

Hey guys,

Yesterday I tried to transfer $300 from Dwolla to MtGox using Bitinstant. I have a confirmation from Dwolla that the money was sent, but it is not in my MtGox account and looking at the Bitinstant record, it seems like an error occurred. I tried emailing customer support and left a voicemail, and I don't want to be a nag but it seems like people are getting pretty quick responses to their issues here and, since it's $300 (and I'm a completely broke college student), I'm really worried that my money has some how been lost.

My Order ID is: 3f0b74fe-59a9-485c-a498-6448bca8399c

It looks like I passed 3 fraud checks and then failed a fourth one, even after the log said "Dwolla Verification Complete." I know that if funds aren't already in your Dwolla account you can fail the fraud checks, but the money cleared through my Dwolla account a few hours before I tried to make the transfer.

I've used you guys in the past and have never had any problems, and plan to keep on doing so in the future if this can get resolved

Your money is NOT lost.  I will make sure you are taken care of.  I've opened a ticket for you and escalated it to level 2 support.  I'll be in touch when we know more about your issue.

Thanks!
-BitInstant Support

Thank you!!!

[sjruckle]

I've got the same problem as yellowbellypig. Paid for bitcoins days ago, still no bitcoins in my wallet.

Quote ID   806c24db-b1a9-44a5-a491-847cd9e48f0e

Can you give me more info about your transaction?  Do you have an order ID #?  What options were you trying to use on the site?  What went wrong?  Thanks!

Your order status

Loading
Order receipt

Quote ID   806c24db-b1a9-44a5-a491-847cd9e48f0e
Event ID   6205aeb8-822f-4963-b767-753a1a13cbd9
Fees (inclusive)   3.99%%
Amount you paid   $416.63 USD
Amount you will receive   $400.006463 USD
Destination exchange   Bitcoin Address
Destination account   17Ci2uSL8x9nCwTtQCXBtv6KREFQpjY5Gz
Order event log

Timestamp   Event ID   Event type
Wed Apr 3 02:52:41 2013   6205aeb8-822f-4963-b767-753a1a13cbd9   Quote for new transaction
Wed Apr 3 03:28:39 2013   965e01bd-5a4a-43c2-8e33-dc5e7128f205   New Order
Wed Apr 3 03:29:51 2013   a4d2e155-17a1-49ae-bda6-c587ab67b207   MTGox Order Loading
Wed Apr 3 05:09:51 2013   7eab319d-01ae-4cb3-b509-28e93b259255   Coinapult Order Loading


What went wrong is that there are no bitcoins in my wallet. MtGox should not be involved whatsoever in this transaction, so don't bother asking if I have any "codes" or whatever from them.

[Frostasus]

I have the exact same problem as sjruckle I can also post the same info for my transaction

[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

As you all should know, GOX had a rough day yesterday which is causing delay with a lot of orders.  Can you confirm that you have not received any MTGOX codes thru a confirmation email?  Thanks.

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'}

This is where the MTGOX code was supposed to be, all other emails I have received had a regular code there, not all the variables laid out with their associated values.

[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

Thanks.  I've received all of your messages and I responded to you in the BitInstant support thread sometime ago.  I will let you know when I get more info on your issue.  Smiley

-BitInstant Support

This was the last thing I got and the only thing in my inbox. (Despite the fact I was weird and sent you 4 extra messages for no reason, I do know what I'm doing. It was just the default setting of not saving sent messages in the outbox folder that confused me. I'm a comp. sci. major with a 4.0 major GPA.  )

Hmmmmm.  I may be the confused one here.  My apologies.

I remember working with you and I know I said I opened a ticket for you but I'm not finding you on my open tickets list.

Can you add all of your transaction details to 1 post or PM and I will make sure that your ticket is issued?  Include things like order ID #, what options you were trying to use on the site, what behavior you expected and what behavior you saw.

Thanks again Tyler.  4.0???  Impressive!  

[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.

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!

Thank you for the reply, but yes, I do still need help as the email I received from Bitinstant explicitly said no coupon was needed, the full text of that email can be seen here:

Hey there,

This is to notify you that your order has been updated, please find the details below:


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


OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
DestAccount: M61221123X
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
APIResponse: MTGOX-USD-XTFD9-EYJUZ-R2SYH-E75E7
FundsSent: $480.05 USD

[sjruckle]

I have the exact same problem as sjruckle I can also post the same info for my transaction

Yeah, I saw that. There are probably dozens (or hundreds) of other poor bastards who haven't found this thread yet.

[URSAY]

you mentioned that you are going to look into my issue of not receving vouchX coupon at work today. Just wanted to check on its status,

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

I'm going into the office late afternoon today.  If I had anything for you based on that visit it wouldn't be until early this evening.  I know that's not exactly what you want to hear but it's an honest and realistic answer.  Thanks for your patience once again!

-BitInstant Support

[dim3thyl]

I'm having an issue receiving credit in my MtGox account, I paid for the transaction earlier today and received a confirmation email from bitinstant. I will be PMing the details.

[dim3thyl]

I'm having an issue receiving credit in my MtGox account, I paid for the transaction earlier today and received a confirmation email from bitinstant. I will be PMing the details.

I guess I'm not allowed to send PMs yet, here are the details.

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


OrderID: 1f7b7150-3d54-432a-a33f-ed997757d592
EventID: 5a52144d-2e9b-4f13-903a-05ffe50683db
DestAccount: M08366667X
QuoteID: a5cc4a7f-6d4e-41af-b860-a1fbe760a014
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365088192.5
APIResponse: MTGOX-USD-NHXMU-7BX5H-MLX4M-19324
FundsSent: $48.005 USD

[URSAY]

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

Thanks for your follow up.  I've submitted a ticket for you and I hope to have a resolution for you soon.  

-BitInstant Support

So you did not find any MTGOX codes in a confirmation email.  Correct?

That is correct. I never received any email from bitinstant at all and the zipzap emails did not include any codes.

[URSAY]

I did not get no Mt Gox codes, I wasn't sending to Mt. Gox, I was sending to my Blockchain wallet, in fact I didn't get any email from BitInstant. I PM'd you all of my numbers, I know it's just a matter of short time now And thank you for all of your help

Cool...when I get caught up with the thread posts I will jump into my PMs and let you know your status.  Thanks! 

[Frostasus]

Any luck for me yet?

[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

Thanks for your follow up.  I've submitted a ticket for you and I hope to have a resolution for you soon.  

-BitInstant Support

So you did not find any MTGOX codes in a confirmation email.  Correct?

That is correct. I never received any email from bitinstant at all and the zipzap emails did not include any codes.

Do you have a ticket number that I can reference in future messages? Thanks

[awdroket]

I made two deposits yesterday. The first showed up right away but the second one still has not posted in mtgox. Here is the only email I received after making the 2nd deposit:



Amount to Pay: $503.95
Account Number: 334373214

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.



On my first deposit I received an email that said "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order" Then it listed all the info below. I have not received the same email for the second deposit.

Help me out fellas! Thanks.

[Frostasus]

I wasn't using Mt.Gox so no codes from them, this was for my Blockchain wallet

Order# 927b5899-9330-40ae-a8e9-318fd42a322 

Quote ID ceef353a-b5bc-4318-85f8-7b66643f95ff

Event ID 363448b3-67d9-44c4-a049-233cef16952a

Wed Apr 3 04:42:18 2013

[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?

Yes, that is what I am asking.  I don't see an option on the Bitintant site, and theFed seems to be having problems.

I'm going to ask about our current relationship with btc-e when I go into the office later this afternoon.  I'll let you know what I find out.  I can tell you now that all on going relationships BitInstant has with these other companies is always changing and evolving just as any relationship usually does.