Official Newbie BitInstant Support Thread (Active Customer Support)

[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.

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

Your order ID # is the best reference.  If you do not have that I can always look you up by your Bitcointalk username. 

[1714729294]

1714729294

[URSAY]

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.

Ticket submitted.  Thanks for all the info.  I will let you know when I have an update! 

-BitInstant Support

[URSAY]

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!

Your money is not lost.  I will get you taken care of.  Please be patient.  Thanks. 

[URSAY]

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

 

 

[URSAY]

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

I don't have a ticket open for you but I still need to check my PMs for today. 

[URSAY]

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.

Cool.  Getting to my PMs soon.  I SWEAR! 

[yellowbellypig]

You escalated me to level 2 earlier you said, Im just wondering how long I should expect to wait to receive an email/my money?

[theFed]

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.  

Day 7 and the saga continues...
I saw my name mentioned above and thought I'd provide an update.  I'm still awaiting my funds, and admittedly loosing patience.  

FYI louisBSAS... I submitted cash at CVS for a BTC-e.com deposit on Thurs morning 3/28/13.  At the time there was an option on Bit Instant for funds to be deposited into BTC-e.  This option seems to come and go from the Bit Instant site. From what I've observed it's only available for several hours each week.  

On Friday Yankee (Charlie) from Bit Instant offered to move my funds to another exchange.  I told him that I did prefer BTC-e, but if it was no longer an option he could send the funds to my MtGox account instead and I provided him with my MtGox account #.  But sadly Bit Instant has failed to take any action.

Me giving Bit Instant 7 days to fix the issue has been more than generous.  After today I won't be polite about it.



UPDATE:
Issue resolved. On April 5 BitInstant deposited the funds to my BTC-e account.  It took them 8 days.

[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  

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.

You can reference your ticket / escalation by order # or Bitcointalk username.  I hope to help support become more robust as I am integrated fully into the BitInstant system.

I am not saying your order has touched MTGOX or anywhere else.  Support is looking into your situation and I am helping them gather all of your info.

I will prove to you that we are not a scam.  

Thanks for your patience!
-BitInstant Support

[URSAY]

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.

You won't be scammed.  I understand your anger.  Myself and the whole team are working very hard to help sort out everyone's issue. 

[URSAY]

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))

I don't think this is related to BitInstant support but it sounds like you resolved your own issue??? 

[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

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! 

Thank you very much for replying to my post. That is correct, I have not received any type of code or further email communication from bitinstant.

[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,
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?

Sorry...maybe I wasn't clear.

I have been working for BitInstant for 4 days.  I don't know everything about the company just yet.  I do know that volume is CRAZY right now and not all support channels may be running at full speed.  I will ask about phone support when I go into the office today.  However, I'm not sure that phone support would help you solve your issue any faster.  It's much easier and faster for us to gather info thru here, PM, or email.

[dimasmjunior]

Hi URSAY,

    First of all, thanks for solving all my previous issues!

    Could you please take a look at these orders, they were already cleared on ZipZap but are stalled on your system:

    Order #: abb2adca­99d9­4506­9e74­0982ecd1c8f4
    Order #: 19ca70ec­f297­4083­bc03­0691b5d61564

Thanks.

[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

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... 

Thank you again for the prompt reply, but no I do not see any coupon code anywhere. I assume I should check the same email address bitinstant emailed me to confirm my transfer (same email I pulled the above info from); if so I checked that email (double checked spam folder) and do not seeing anything regarding a coupon.  In case the coupon may be listed in my Mt. Gox account somewhere I also checked there, but see nothing. Please advice, thank you.

[StrictlyBusiness]

Hey, what other information is needed for me to have a ticket open in support as well? I tried the liveagent deal and I cant get past the page where it asks for name and stuff.

[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

Have you checked for any confirmation emails for MTGOX codes?  If you have them then you need to redeem them.  Let me know if you find anything. 

I got a confirmation email when Bitinstant withdrew the USD from my MtGox account, yet. It has a transaction reference number, but I dont know if it would be a good idea to post it here.

Still nothing in paypal nor email reply.

[URSAY]

You escalated me to level 2 earlier you said, Im just wondering how long I should expect to wait to receive an email/my money?

I can't tell you for sure.  I am still learning about BitInstant's processes.  I hope to offer that type of info in the near future.  Thanks for your patience.  

[bloodsipper]

any word on my account?

Quote ID    43b99285-8c28-4235-867c-bb4ec8996875
Event ID    6750748d-ebb4-430d-b14d-34df1ab6fe4b

Wed Apr 3 05:55:39 2013   6750748d-ebb4-430d-b14d-34df1ab6fe4b       Quote for new transaction
Wed Apr 3 06:47:16 2013   486cf0bc-5ee3-4946-b819-5910a55a22f7       New Order
Wed Apr 3 06:48:26 2013   f3d5c786-5f4d-4cae-b51e-fdc900d5af6a        MTGox Order Loading
Wed Apr 3 06:53:26 2013   7d90e60b-c078-4ed7-9f33-2a60d2d9e6a6   Coinapult Order Loading


still stuck in loading, definitely not a couple of hours to get my coins as the liveagent claimed, and most definitely not 1 hour as the site claims.  i have since created a mtGox account and if it would be easier i would like my funds/coins there

[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. 

Day 7 and the saga continues...
I saw my name mentioned above and thought I'd provide an update.  I'm still awaiting my funds, and admittedly loosing patience. 

FYI louisBSAS... I submitted cash at CVS for a BTC-e.com deposit on Thurs morning 3/28/13.  At the time there was an option on Bit Instant for funds to be deposited into BTC-e.  This option seems to come and go from the Bit Instant site. From what I've observed it's only available for several hours each week. 

On Friday Yankee (Charlie) from Bit Instant offered to move my funds to another exchange.  I told him that I did prefer BTC-e, but if it was no longer an option he could send the funds to my MtGox account instead and I provided him with my MtGox account #.  But sadly Bit Instant has failed to take any action.

Me giving Bit Instant 7 days to fix the issue has been more than generous.  After today I won't be polite about it.

I would be upset as well.  I personally only open a ticket for you fairly recently but I know you may have been dealing with this issue longer.  I will try and find out more about your situation when I head into the office in a bit.