Official Newbie BitInstant Support Thread (Active Customer Support)

[volvox6]

I never received any confirmation emails from bitinstant or anything from MTGox.
There are no codes from MTGox in my email.
Only email I got was from Dwolla saying they gave the money to bitinstant and that's where the trail stops- At you guys.

PLEASE IT HAS BEEN OVER 2 DAYS NOW AND MY MONEY IS LOST!!!!
This is the 3rd or 4th time I have posted. You have said it has been escalated but NOTHING.
I have sent email to support. WHERE is my money?!
I have lost my patience!
Next stop- better business bureau!

•   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
•   

-------

Thanks for the compliments!   

First thing you should do is double check any confirmation emails for MTGOX codes that you may have to redeem.  If that leads you to a dead end let me know and I will escalate your issue.

-BitInstant Support

--------

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!

[Frostasus]

Thank you for asking about BTC-e, That's also my preferred exchange

[URSAY]

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.

When I have info for you I will make sure that you get it right away.  I can assure you that your funds are safe.  I'm very sorry for the delay.

Thank you for the response. I may be unable to monitor this thread looking for a resolution though, is there a phone number that I can call later to check on the status of my ticket to make sure this is resolved. That would really help out a lot and alleviate a lot of my concerns. Thanks...

I have been working for BitInstant for like 4 days.  Later today will be my first time in the office and I'm hoping to discuss the support situation with Charlie.  I don't know the full extent of the BitInstant systems yet but as I become integrated I hope to help improve the site and customer service.

How can I be so confident that you guys will receive help?  Lots of reasons...

As a stranger I was invited to a Bitcoin meet and greet at the BitInstant offices where I met most of the team.  I live within walking distance of their office.  I am a previous customer of BitInstant with multiple transactions.  I have been studying Bitcoin for a long time now and BitInstant is not only one of the original and long standing exchanges but I'd say overall they have a solid rep.  They also are very involved in the Bitcoin Foundation which whether you like it or not, is very important in the world of Bitcoin and it's future.  

[URSAY]

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.

I am the only person posting under this user name.  I occasionally stop to eat, sleep, take short breaks, etc.  Yesterday I probably put in 12-14 hours from my home.  Why?  I enjoy Bitcoin and helping you guys. 

I have provided you with a solution.  Have you spoken with MTGOX to get your account #?

BitInstant is not trying to scam you.  You seem unwilling to want to understand the process for receiving your funds.

When I go into the office later this afternoon I will discuss your situation with the team and their current refund terms with regards to your specific transaction.  I'm still learning these things and getting more powers to resolve issues myself.  Thanks again for your patience.

[Frostasus]

Do you need my Mt.Gox acct.#? And your doing an awesome job

[URSAY]

I did not get any codes or Emails from BitInstant

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

Escalated your issue!  Thanks for the follow up with all the info! 

[Frostasus]

Oh Thank you so much URSAY!, I could just kiss you! (joke)

[StrictlyBusiness]

Status check, just trying to see where we are at and what else you need from me.

[mjc]

I sent money through Zip Zap I have received an email from them that they forwarded on.  However I have no funds in my MT Gox account.  I sent a PM with details.  I"m not going to publicly post my details.

[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

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  

What's my ticket number?
What's my escalation ID?
Why haven't I received email confirmation from your support system that a ticket was created?

My order had nothing to do with Mt Gox.  It was sent to a personal bitcoin address.

It shouldn't have touched Coinapult or MTGox.  This was negligence and incompetence on the part of BitInstant staff.

BitInstant took my money and didn't send the coins.

And Bitinstant isn't a scam?  Prove it!  Sends the coins to the bitcoin address I specified in the order.

[mercurial]

How about a refund or my bitcoins already? I've been on this board and messaging URSAY and even e-mailed the CEO, Charlie for 2 days now with no results or explanations. Don't scam me out of the $1,008 I sent you. Yes I'm starting to get angry.

[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!

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.

Thanks for all the extra info.  Your ticket has been opened and I will contact you as soon as I have anymore info. 

-BitInstant 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!

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.

I've escalated your issue and I will get back to you when I have more info.  Thanks!

-BitInstant Support 

[nybbler905]

Yes, I am a noob so please move this to the apropriate thread.
I restarted my pc, loaded up my mining and went off for a coffee, noticed it did not take long to get 2 confirms ( I am in BC, Canada so it is -8:00 GMT ) and my account page showed a confirmation on both my clients ( trying 2 different CPU miners in different threads on one PC to see which hashes faster ) and....
* POOF *
went from last share at 9 min to... some time last night when i shut it down.
Stats page shows a huge block in it as just starting....

Is this normal for the shares to just vanish?  Is this a sign of server restart? Should I panic?

- nybbler905 the one and only ( thank god for only one of me )

Edited just after posting:
it updated, got another share, previous now showing almost the correct for that miner for submitted time, stats shows nada other than the 1 confirmed recently making it only 1 share of the 3 since 9 am my time ( currently 9:54am (-8GMT))

[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.

When I have info for you I will make sure that you get it right away.  I can assure you that your funds are safe.  I'm very sorry for the delay.

Thank you for the response. I may be unable to monitor this thread looking for a resolution though, is there a phone number that I can call later to check on the status of my ticket to make sure this is resolved. That would really help out a lot and alleviate a lot of my concerns. Thanks...

I have been working for BitInstant for like 4 days.  Later today will be my first time in the office and I'm hoping to discuss the support situation with Charlie.  I don't know the full extent of the BitInstant systems yet but as I become integrated I hope to help improve the site and customer service.

How can I be so confident that you guys will receive help?  Lots of reasons...

As a stranger I was invited to a Bitcoin meet and greet at the BitInstant offices where I met most of the team.  I live within walking distance of their office.  I am a previous customer of BitInstant with multiple transactions.  I have been studying Bitcoin for a long time now and BitInstant is not only one of the original and long standing exchanges but I'd say overall they have a solid rep.  They also are very involved in the Bitcoin Foundation which whether you like it or not, is very important in the world of Bitcoin and it's future.  

URSAY,
I appreciate your hard work and I know customer service is a tough job. I appreciate the long response but I asked you a very simple and direct question and again while you responded you didn't answer my question. Is there a phone number where I can reach someone regarding my ticket?

[URSAY]

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.

I bet this is directly related to the downtime they had yesterday.  I've escalated your issue and I hope to have more info for you soon. 

Thanks!
-BitInstant Support

[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!

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

Regardless that you received an email which states you do not need a code, this may not be true.  I know that is stupid but it's a known issue.  Are you saying you've checked for that code and there is none?  Let me know... 

[URSAY]

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.

Thanks.  I'm trying to catch up with this thread and then get into my PMs but the influx just keeps coming.  XD

I will get to you soon.  Thanks!

[URSAY]

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

Regardless that you may of received an email which states you do not need to redeem a code, this may not be the case.  This is a known issue.  Are you telling me that you have double checked any confirmation emails and you do not have any mtgox codes?  Thanks! 

[URSAY]

Any luck for me yet?

Please be patient.  Your are on my support list and I will let you know when I have any updates.