Official Newbie BitInstant Support Thread (Active Customer Support)

[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! 

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.

Thanks for checking that.  I've submitted a ticket for you.  I will get back to you when we have more info.  Thanks!

-BitInstant Support 

[URSAY]

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.

Good to hear that some of your issues are resolving and thanks for being patient with us as we get through this additional volume.  I've submitted another ticket for you and we will get back to you with any useful info. 

-BitInstant Support

[archimediate]

Would you mind trying to get in touch with your CEO as to what's happening with my case?  I actually only live about 30 minutes from your offices.  I could come down if it would speed things up...

[URSAY]

andrewb,

I opened a ticket for you and I will contact you with any further info.  Thanks for your patience!

-BitInstant Support 

[URSAY]

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.

I can open a ticket for you with all of your order details.  Please include an order ID if you have one.  Tell me what you were trying to do with the site and what the problem was.  Let me know any related account #s.  You can always PM me this info as well.  Thanks! 

[URSAY]

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  



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.

Ace,

You can always PM me the details if you'd prefer!

Thanks. 

[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.

Ace,

You can always PM me the details if you'd prefer!

Thanks.  

sent

edit: scratch that, outbox says it's empty even though it said sent -_-

edit2: BCC'd it to myself this time to ensure it sent, still not showing up in outbox. Must be a glitch. Meh, lemme know if you didnt get it.

[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

liveagent has not responded since yesterday morning when they said my coins would be delivered in a 'couple of hours'
do i have a support ticket after all my posts yesterday or do i fall through the cracks?  i dont have time to sit on a forum all day and wait for a reply today so im going to make it simple - so simple bitinstant can do it

Quote ID    43b99285-8c28-4235-867c-bb4ec8996875
Event ID    6750748d-ebb4-430d-b14d-34df1ab6fe4b
Order ID     486cf0bc-5ee3-4946-b819-5910a55a22f7   

^these are my codes from bitinstant

M78367804X
^this is my MtGox account

1Ljnv1EyirbpBT48bvWgVhe59sGU9dptwD
^this is my bitcoin address

ZipZap confirmed instantly that they paid bitinstant and i have never received an email from bitinstant

you have not asked me for any other information so im assuming you dont need it

Hopefully you can help me out today

[URSAY]

Would you mind trying to get in touch with your CEO as to what's happening with my case?  I actually only live about 30 minutes from your offices.  I could come down if it would speed things up...

I'm going to visit with him in about 30 min!  I hope to find out more about the issues we are facing and I will be sure to get you an update ASAP! 

[URSAY]

bloodsipper,

Thought I had let you know already but I'm not finding my response...

Just opened a ticket for you and I will get back to you with any details.  Thanks for you patience!

-BitInstant Support

[bloodsipper]

bloodsipper,

Thought I had let you know already but I'm not finding my response...

Just opened a ticket for you and I will get back to you with any details.  Thanks for you patience!

-BitInstant Support

thank you

[URSAY]

Everyone,

I STILL need to get to my PMs from today and last night.

Right now I am going into the BitInstant office so it may be a bit before I can respond to forum posts or PMs.  But when I come back to the forum I will go thru my PMs first, then get back to the public thread.

Thanks again for your patience guys.  I'm hoping to get a better understanding of the outstanding issues while in the office today...

-BitInstant Support

[StrictlyBusiness]

Would you mind trying to get in touch with your CEO as to what's happening with my case?  I actually only live about 30 minutes from your offices.  I could come down if it would speed things up...

I'm going to visit with him in about 30 min!  I hope to find out more about the issues we are facing and I will be sure to get you an update ASAP! 

I hope im in you're log my friend I appreciate all that you have done thus far, I really need these funds to get up and moving I spent the last of my money on this....

[Ditty]

Hello! I wonder if you could help me?

I made a mistake while filling out my ZipZap form, and accidentally pasted my OKPay account number instead of my MTGox account number.

Here is the information from my confirmation email.

OrderID: db3839a3-fa8e-4114-8d09-d3d9622cdf07
EventID: a1016fc1-19eb-4213-97c2-e6f8021b465b
DestAccount: OK339039197

The account to which the funds were supposed to deposited was MTGox acct# M78366446X


I have emailed your support staff 5 times and called 3, but have yet to receive any kind of response. Any help you could offer in rectifying this matter would be greatly appreciated. Thank you!

[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.

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

Dude, my US dollars have been sitting in BitInstant's coffers for 30 hours now.  Dozens of people in the exact same situation I am in have posted to this thread.  We did BitInstant deposits directly to personal bitcoin addresses (not MTGox) and for some reason they were routed through coinapult and MTGox instead of being sent directly to us.  Our order status has been stuck on "MTGox Order Loading", and the coins haven't shown up.  This is clearly BitInstant's error - our orders shouldn't have any mention of MTGox in them, yet they do.

What are we supposed to think?  BitInstant has our money, as verified by our successful ZipZap confirmation emails, and you haven't delivered.

How does BitInstant not have a forum of their own on their website?  Why doesn't live chat work?  Why do I get sent directly to voicemail when I call your support # listed on your website?  Why don't I get responses to emails i sent to support on your website?

Look at it from our perspective for a moment.  As far as I can tell, the entire BitInstant support department is one overworked person on bitcointalk, and nothing more.  And, through your own admission you've only been with them for 4 days.  You're the frontman for their support team and have no working knowledge of their operation.  The !@#$ is getting deep around here.

[yellowbellypig]

I am in the exact same situation as delgas.. except my order status doesnt even say MtGox Loading.. the only event listed was from April 2nd and it says "Quote for new transaction".

I have received essentially no help from anyone @ BitInstant despite repeated attempts at contacting them to figure out what is going on. URSAY has been very friendly and I do believe he's trying his best to get everything solved, but as pointed out by delgas.. THAT ISNT ENOUGH. We need results.

It is unbelievable that at the 48 hour mark since receiving my confirmation email from ZipZap, I have yet to receive one single piece of information from BitInstant letting me know someone is actually attempting to do something about this.

[StrictlyBusiness]

i think URSAY is gone for now..

[Luckybit]

Not happy with Bit Instant. I ordered and never received anything even though they confirmed that I sent them money. They have some bugs to fix. Fortunately Bitcoins are still somewhat cheap, but when they cost $1000+ per coin people are not going to have as much tolerance.

[xjohnpopex]

Everyone,

I STILL need to get to my PMs from today and last night.

Right now I am going into the BitInstant office so it may be a bit before I can respond to forum posts or PMs.  But when I come back to the forum I will go thru my PMs first, then get back to the public thread.

Thanks again for your patience guys.  I'm hoping to get a better understanding of the outstanding issues while in the office today...

-BitInstant Support

i sent money to zipzap through bitinstant, via moneygram lastnight (roughly 13hrs ago.) i have gotten emails from both parties saying the got my money and have sent my money, but i have not received the money into my account. i have also emailed mtgox, zipzap, and bititstant. zipzap got back to me and said the issue is on bitinstant. please help!

OrderID: 52aa0f79-994a-4f0a-bf82-2ffb9edfe811
EventID: daf7dfeb-3179-435f-a4b2-b29ce5fc1fc5
QuoteID: d5a25837-ec1c-45ba-a511-c59bfde8f55d

[meyoumeyou]

Same problem, moneygram to bitinstant to mtgox account, not deposited, here are my details
Quote ID    1fd189d3-80d1-4047-bbe9-b8a0d540ce15
Event ID    3e5f14be-b7f5-4387-b030-e0674824780c

whats going on?