Official Newbie BitInstant Support Thread (Active Customer Support)

[945wildman]

I am not sure how many people enter their full mtgox account number for a bitinstant transfer, but I am sure it is quite a few.  I just did the same thing, and support did answer.  They included the APIresult number which happened to be the mtgox redeem code.  I used that, and had my funds available immediately.  

MTgox, could alleviate all of this by emphasizing that the full account number will not work.  I saw that they displayed the exchange account#, but I thought it was just a generic representation.

Try the API code in the Mtgox funding mechanism.

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

[volvox6]

Hey guys, how about we start a class action law suit here?

I mean, I feel ripped off, like the rest of you. They say they are putting in tickets on our lost money, but I don't see anyone's problems being resolved and the site is still up and processing transactions.

So whats the deal? If there was some bottleneck a few days ago, why haven't some people started to get their funds cleared though?

I have not seen one post that has been 'thanks! issue resolved I now have my money.'

So whats the deal? whats going on? Is it the MTGox account number thing? Well that should be solvable easy!
I used the correct one, not the one at the top that has the additional letters. They have my correct MTGox account and my order account, etc. but nothing.

This feels like a scam to me, like they are taking some transactions and just hoping we will tire trying to get our money back or sent though. I personally don't think I'll ever see my money, even though everything was on the up and up, have the order number and all.

I say we contact a lawyer and get this pool of people who are here some real help. Anyone know a good lawyer who would take on a case like this? How do we get something like that started?

[J0B00]

Yeah, I just noticed I did the same thing with my account number... I hope that helps get it fixed faster!!!

Order ID   eb570214-ee78-4a58-ad70-3fb037252c2b
Quote ID   a34f1338-ae2e-4576-978a-ef9a6f8654f6
Event ID   22102feb-5dec-471c-8551-62bfcb1ba6fd

[andrewb]

I am not sure how many people enter their full mtgox account number for a bitinstant transfer, but I am sure it is quite a few.  I just did the same thing, and support did answer.  They included the APIresult number which happened to be the mtgox redeem code.  I used that, and had my funds available immediately.  

MTgox, could alleviate all of this by emphasizing that the full account number will not work.  I saw that they displayed the exchange account#, but I thought it was just a generic representation.

Try the API code in the Mtgox funding mechanism.

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

If that is actually the issue (exchange account number vs regular account number) Mt. Gox is quite culpable here as I outlined in my last post on this page. As it clearly states on this page: https://support.mtgox.com/entries/20490576-Withdrawals-and-Deposits that Exchange Account # = Merchant ID and Merchant ID is clearly the same as 'Account #' which can be see on the settings page.

This is really pretty terrible communication regarding this issue on all fronts here, mind blowinly bad really.

[plutus]

And who knows how long it will take to get an answer from support to fix this =/

[andrewb]

Wait, is the APIResponse code really the Mt. Gox coupon code!??!

I got an APIResponse of  "MTGOX-USD-XTFD9-EYJUZ-R2SYH-XXXX" (last digits redacted).

If so, I POST THAT ON A PUBLIC FORUM, and it now appears to have been consumed (if it is actually a Mt. Gox coupon code, which I am not sure of because I do not know the format). If that is actually a coupon code you must be VEHEMENTLY warning people to NOT POST THEM IN A PUBLIC FORUM. I didn't think anything of posting it because the email clearly said I didn't get a coupon code because they made direct contact with my account nor was I warned by URSAY to not post anything when I was asked for info.

[plutus]

I never received an APIResponse code or any emails about my order. The last thing mine says was Order executed - funds deposited at remote exchange. Yet there is no money on Mtgox, no APIresponse code (with MTGOX-USD), no emails about the order and of course no emails from support.

[plutus]

Where did you all find the response code? Was it emailed out? I have tracked my order on their page and didnt find a close to the MTGOX-USD codes. Hopefully I can get them to email me mine...

[andrewb]

Wait, is the APIResponse code really the Mt. Gox coupon code!??!

I got an APIResponse of  "MTGOX-USD-XTFD9-EYJUZ-R2SYH-XXXX" (last digits redacted).

If so, I POST THAT ON A PUBLIC FORUM, and it now appears to have been consumed (if it is actually a Mt. Gox coupon code, which I am not sure of because I do not know the format). If that is actually a coupon code you must be VEHEMENTLY warning people to NOT POST THEM IN A PUBLIC FORUM. I didn't think anything of posting it because the email clearly said I didn't get a coupon code because they made direct contact with my account nor was I warned by URSAY to not post anything when I was asked for info.

Just tried using my Api response code and it worked, and I now have my money in my mtGox account. That's really awful communication on BitInstant's part. You are not at fault for that at all.

Hope they refund the amount that got taken from you

That's really awesome....I hope there is some recourse for this, because I somehow didn't know what was listed as 'APIResponse' was a coupon code worth hundreds of dollars; especially when the very same email says "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order".

[andrewb]

Where did you all find the response code? Was it emailed out? I have tracked my order on their page and didnt find a close to the MTGOX-USD codes. Hopefully I can get them to email me mine...

Mine was in an email sent to me with the subject "Your recent transfer - BitInstant order 58d56464-08cf-48f5-b7fb-17xxxxxxxx"

I did a direct cash deposit at CVS to Mt. Gox account if that matters.

[plutus]

Where did you all find the response code? Was it emailed out? I have tracked my order on their page and didnt find a close to the MTGOX-USD codes. Hopefully I can get them to email me mine...

Mine was in an email sent to me with the subject "Your recent transfer - BitInstant order 58d56464-08cf-48f5-b7fb-17xxxxxxxx"

I did a direct cash deposit at CVS to Mt. Gox account if that matters.

I did a cash transfer from CVS to MtGox also. I never received any emails though so maybe if i can get in touch with support they can send my confirmation email with my APIresponse code =/

[mssunshine]

Hey All!

This thread is for customer issues, service announcements, ect. of BitInstant.

It's monitored by our support team, so if you have an issue, question, comment, feel free to post your order details here and someone should respond within a few hours during normal business hours (a little longer on weekends)

Thanks for all your continued business and support!




-Charlie and the team at BitInstant

I'm trying to remain positive and patient about my experience with customer support. Problem is  I purchased bitcoin was sent a code from coinapult . Unfortunately I used to wrong pin with the right address. The bitcoin is gone. I have tried calling and leaving emails and so far nothing. What can I do about this? It doesnt show up on either side.

Mssunshine

[yellowbellypig]

Its pretty much impossible to remain positive about my experience with customer support when you consider ive received one email despite sending over 12. This is pretty pathetic.

[delgas]

I agree.  This is easily the worst support experience of my life.

It's really aggravating that there is just NO helpful response from anyone inside the company.  Just a "check your confirmation email for a MTGox code" canned response, and then nothing.

I didn't even receive a confirmation email from bitinstant.  The only email from BitInstant when sending directly to a bitcoin address is AFTER the transaction is broadcast to the network.  The only reason I know this I successfully ordered from them over a week ago.

I didn't order a MTGox code!  It was a transfer to my bitcoin address! Grrr....

[StrictlyBusiness]

I didn't get a email from bitinstant only zipzap is that weird?
 They have been good at communicating in the forums I would also like to see if I can have a confirmation code sent, that would be awesome.

[plutus]

I didn't get a email from bitinstant only zipzap is that weird?

'

Nope, same thing happened to me. Have emailed, attempted to call etc with no luck. Only need the confirmation email myself.

[yellowbellypig]

I didn't get a email from bitinstant only zipzap is that weird?

Same here..

[delgas]

I didn't get a email from bitinstant only zipzap is that weird?

Same here..

Me as well.

[andrewb]

I didn't get a email from bitinstant only zipzap is that weird?

Same here..

Better to not get it than to get it, not realize it contains a coupon (because it explicitly says it doesn't), accidentally post coupon publicly and have the coupon 'stolen'.

I will say support does seem active in the forums here, but they are clearly way swamped as their are problems on their end, Mt. Gox's end, and shit has seemingly just hit the fan from all angles. I remain optimistic about a resolution, but not so much the timetable for one.

[yellowbellypig]

I didn't get a email from bitinstant only zipzap is that weird?

Same here..

I remain optimistic about a resolution, but not so much the timetable for one.

My feelings exactly. Apparently they had an issue like this recently, as my friend said it took 4 days for him to finally receive his bitcoins. Im sure I'll eventually get it.. its just a matter of when.