Official Newbie BitInstant Support Thread (Active Customer Support)

[caffeineJoe]

Hello!

Nearly 24 hours ago I made a cash deposit through BitInstant at a CVS for around $500. Order # b5fc05c9-235d-4e15-8541-a816bba0bb7d. When I check the order status it says that everything is completed and funds were delivered to Mt.Gox but the funds aren't there.

I contact Mt.Gox and they said they were forwarding the problem to you guys and to wait to hear a response but so far I haven't heard anything from BitInstant yet. If you could help me resolve this issue as soon as possible I would really appreciate it! Having $500 in limbo for almost 24 hours makes me nervous!

try 300 for a week+

[Artilekt]

Hi caffeineJoe

I just removed my post because my issue was solved by BitInstant support through email. Apparently there was a MTGOX code that got lost or not sent or something. So they re-sent the code and now the funds are available. Hopefully you get a similar resolution in your case!

[Yankee (BitInstant)]

i think URSAY is gone for now..

He's here, doing is best to answer everyone!

[levtop]

I am having this same issue. I do transfers all the time to mtgox and they work perfect long time customer here! They send the codes to the email i put on the form. The only problem is that I put an invalid email. I wish someone would respond to me telling me what to do. I have opened many tickets and bitinstant keeps closing them. I don't know what to do at this point.

[levtop]

I have 3 transfers for 500$ each total of 1500$ and I have been waiting almost 20 hours. If someone could help it would be great.

[StephenJH]

under event log stuck at "MTGox Order Loading" quite a while, 36 hours maybe.

No rush, I opened a ticket on the site. Just didn't want to get lost in the mix

[StrictlyBusiness]

i think URSAY is gone for now..

He's here, doing is best to answer everyone!

He is doing a great job!

I hope to receive more information or monies today, I need this asap I might loose my residency over this ;(

[yellowbellypig]

It seems that there will be absolutely no progress YET AGAIN today..

All I ask is for SOME indication that my transaction is moving somewhere... my only logged event in the tracker is from the 2nd of april, and it says "Quote for new transaction". It seems that everyone else is farther along in the process than I am.. Im extremely annoyed at this point.

[gacbmmml]

I am also experiencing delays using Bitinstant to Mt.Gox.

I have a ticket open [GVI-UJELW-873] with someone named Rachel who may or may not have died in the past 2 hours due to her lack of responses. Might wanna go check on her...

[gacbmmml]

Event log now says the order is completed and the latest event is "Order executed - funds deposited at remote exchange" but the coins are not in my MtGox account.

I noticed that the bitinstant section on the add funds page on MtGox says my exchange account number is "120412" but I used what MtGox displays at the top of the page for my account number "M36120412X". Could this be why I'm not receiving anything?

Quote-id: 21a5a9db-9849-415d-a26e-4343f10765dd
Event-id: bd6cbb77-ff34-4eee-ac92-38d69106e7d9

That's exactly the reason why. You must enter you "Exchange Account" number. There are typically two options... a series of numbers and your login/username. If you told Bitinstant to send the funds to someone else... well, may God be on your side recovering the funds.

[Ace.]

I'm just gonna post it here since URSAY hasn't replied to my pm and I dont really care about this information. Also, others might know the issue:

Hey there,

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


Thank you for your transfer to PayPal


OrderID: 83e9b1a7-e3bc-4ce5-ad65-3289a566b8f3
EventID: 7dbddf7e-3a30-4872-b2ae-3753d92cfd90
DestAccount: ace@c0dereality.com
QuoteID: aa0836b6-ca26-459b-ad7a-244e48f0289c
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365024564.27
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $110.21563712 USD



If you have any questions, feedback or need some help, please do not hesitate to contact us!
support@bitInstant.com
Telephone: 1.716.712.4846
Fax: 1.347.223.5251

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Thanks!

The team @ Bitinstant.

It looks to me like their Paypal account didn't have enough funds to complete the transaction at the time. Am I correct in thinking this?

[plutus]

I just had the same issue with entering my Mtgox account number and not the exchange number, does anyone know if it will still go through, or if there is a way to fix it? I have emailed support a ton of times with no answers yet

[gbf4ever]

I'm having a problem with a $320 transfer I tried to make almost 36 hours ago.  The zipzap confirmation came through right away.  I didn't recieve an email with the order ID, by my zipzap account number was 629656661.  Tried to contact support but still haven't got a response.  Let me know if you need more information and thanks in advance for the help!

[kwamz]

Yeah, I'm also having trouble with mixing up the MtGox ID and the Account #, has this been resolved for anyone?

Quote ID   3a64aa76-e455-46c4-a1d2-1b46b5ccd765
Event ID   820c6376-db18-4805-bff3-ef2003ebce86

[archimediate]

I just had the same issue with entering my Mtgox account number and not the exchange number, does anyone know if it will still go through, or if there is a way to fix it? I have emailed support a ton of times with no answers yet

This is my issue as well. They were like "no problem! Here's a mtgox code for that amount."
Then it turned out they gave me an expired code and haven't yet resolved the issue. Even though tech support admitted the code was invalid and escalated the case. I was told to contact the CEO of bitinstant, which I did, and have yet to see a response. Running out of patience.

[plutus]

Yea I agree, there should be something listed on the bitinstant website. Im waiting to hear from bitinstant/mtgox myself and will update the thread if i hear anything. Really hoping 503 isnt just lost now

[andrewb]

Event log now says the order is completed and the latest event is "Order executed - funds deposited at remote exchange" but the coins are not in my MtGox account.

I noticed that the bitinstant section on the add funds page on MtGox says my exchange account number is "120412" but I used what MtGox displays at the top of the page for my account number "M36120412X". Could this be why I'm not receiving anything?

Quote-id: 21a5a9db-9849-415d-a26e-4343f10765dd
Event-id: bd6cbb77-ff34-4eee-ac92-38d69106e7d9

That's exactly the reason why. You must enter you "Exchange Account" number. There are typically two options... a series of numbers and your login/username. If you told Bitinstant to send the funds to someone else... well, may God be on your side recovering the funds.

Now I feel awful. Is there any hope since "120412" is apart of the account # "M36120412X"? what does that extra "M36" and last "X" signify?

BitInstant should really specify this if their page says "MtGox account #" and MtGox displays "Account Number: M36120412X" at the top of the page. I'd be very surprised if I'm the only person to ever make this mistake.

I was worried about the same thing in my case, but no I am pretty certain that is not the issue. Mt. Gox unfortunately uses very confusing nomenclature and does not do a good job explaining the exchange code at all, but if you go to: https://support.mtgox.com/entries/20490576-Withdrawals-and-Deposits

You will see it says:

You can deposit funds into your Mt.Gox account by entering the following at bitinstant.com:

Exchange Account: ##### (Your Mt.Gox Merchant ID)

Which makes it clear the Exchange Account is the same as the Merchant ID. Well that not very helpful because WTF is the merchant ID? If you then go to your settings (https://mtgox.com/settings), you will see your Account number and Merchant ID are one in the same. Thus exchange account = account number = merchant ID. So I've concluded they are all one in the same, but neither Mt. Gox or bitinstant do an adequate job of making this ABUNDANTLY clear.

But I mean if exchange account and regular account number where not the same thing, that would mean to send the funds to the wrong account someones exchange account would have to be the same as my account number, which I cannot fathom as a realistic possibility.

[WikileaksDude]

Why is always the option BitStamp -> to BTC-e always unavaiable?

[levtop]

My issue should be a very simple one to resolve since my my transaction did go through. The only problem is that the email they send the codes to is not a valid email. If someone could just respond to my ticket it would be great! Almost a full 24 hours now.

[norman]

I have been waiting for a a day and a half for a bitinstant transaction to go through.  Sending email to support only results on robot form responses that don't indicate the person even READ my message.  I would love to be able to speak to an actual person to get a resolution.