Official Newbie BitInstant Support Thread (Active Customer Support)

[sharknutzz]

Hello.  We run a business and have purchased thousands in MtGox funds through BitInstant.  We are very grateful for the service.  That being said, this order also shows as completed on BitInstant, but no funds transmitted.  We work with a lot of people that deal in bitcoins, and I would hate to have something like this ruin the past successes we've had with BitInstant.

Please assist.

[EDIT] Seth from customer service just let me know that there was a coupon code to redeem.  I had no idea.  I totally feel dumb now.   

Thanks!

[URSAY]

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

Submitted a ticket for you.  Thanks for the info!  

-BitInstant Support

[Ace.]

Replied to your PM. Thanks for replying URSAY

[misiekvpn]

What happened to Dwolla --> Mt.Gox option on BitInstant website?

[URSAY]

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...

Rachel is just fine I believe.  She just needs some rest so she can continue working again tomorrow.

She was also helping train me so we can handle more volume and resolve your issues faster.  

I just looked up your support ticket and it is indeed open. 

[maxspace321]

Do you mind re-queuing this order URSAY? Thanks a lot.

Quote ID   ee6cdc10-41f8-4d4f-8a4d-5df496779076
Event ID   60de1247-b11c-45d1-913b-5c24058cebdd
Quote valid until   Wed Apr 3 09:58:44 2013
Fees (Not inclusive of ZipZap)   3.99%%
Amount you need to pay   $196.05 USD
Amount you will receive   $188.227605 USD
Expected delivery time(HH:MM:SS)   0:04:00
Guaranteed delivery time (HH:MM:SS)   1:00:00
Destination exchange   MtGox

[URSAY]

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!

More info would be helpful, yes. 

[yellowbellypig]

Quote ID   7d0a05b9-4ed5-4219-896f-0d83b6d5068d
Event ID   3cd78318-2ebb-429b-b762-858fa00a606f
Amount: $208.95


Im gonna post htis here for the last time tonight.. hopefully this will be resolved by the time I wake up tomorrow.

I know you guys (URSAY and Yankee) are genuinely trying to help and I thank you guys for that.

[dim3thyl]

URSAY, I was just wondering how you were planning on handling the cases where an email was sent that specifically stated there was no coupon code needed, and then when the funds didn't show up you encouraged individuals to post details of their orders, which unbeknownst to them contained a unidentified coupon code...

I know I haven't lost as much as some of the others on here, but this is still unacceptable.

[archimediate]

So Ursay, any news on what's happening with mine? Remember? The guy who got escalated to the CEO?

[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!

More info would be helpful, yes. 

Sent you a pm with all my information, thanks in advance for the help. 

[crazylikeafox]

[EDIT] Seth from customer service just let me know that there was a coupon code to redeem.  I had no idea.  I totally feel dumb now.   

Thanks!

Please post the coupon code here.  Everyone else does .

[URSAY]

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?

Submitted a ticket.  Thanks for the info! 

-BitInstant Support

[archimediate]

Sorry, here's my info again.

OrderID: 6097bb72-6bd7-4383-803e-a65626bb9b47
EventID: e4a0c0f2-ad07-4fde-a81f-71cb0652e362

[chumpchanger]

 

Everyone...

Overwhelming volume is the issue here.  Your funds are NOT lost.  BitInstant is NOT scamming you.  All orders will be resolved.

Please try and work WITH me and not against me so I can help you resolve your issues.

Spamming this thread does not help me help you.  Please include ALL of your information regarding your transaction in 1 post or PM.  Partial info or just complaints do not give me the resources to help you.

Thanks!
-BitInstant Support

Okay URSAY, convince me Bitinstant won't fail me..........

So March 27th, I made 2 deposits to Bitinstant, at CVS via Moneygram/ZIPZAP, but as a week has passed, only ONE of TWO of my deposits have been sent to my account: of 1BbLYvXk63C6TqccTDiWrkZsoY6Gry36kf (not a MtGox account)

first      2d2be619-81b5-4e3a-a88f-0561570acd3c <-------this one proved successful
second  422de93e-cc32-45ad-b8aa-0880ab659f8e <-------this one did not go through, which is incorrectly stated as a MtGox destination,
                                                                                despite having the correct address destination (MtGox coupon proved total fail)

It is now Thursday, April 4th 8 DAYS later, and I'm really hoping you guys can make this right, with the bitcoin value I intended at the time of deposit, yet I am still missing the 400 dollars (net 384.04) ordered to my BTC-e address. 

I've been hanging in there for over a week...... when can I expect compliance?

So far so good, URSAY states BitInstant is willing to looking into reissuing a MtGox Coupon, due to expired one . Though I preferred this sent to my BTC-e, I'll take what I can get.

Thanks for the diligence,  URSAY  


SO JUST TO UPDATE. I'M STILL WAITING ON THE DEPOSIT FOLKS.. I'VE BEEN IN CONTACT, AND THOUGH THEY'VE INDICATED TO ME THEY'RE WORKING ON IT, NO ETA YET

[URSAY]

Sorry, here's my info again.

OrderID: 6097bb72-6bd7-4383-803e-a65626bb9b47
EventID: e4a0c0f2-ad07-4fde-a81f-71cb0652e362

You already have a ticket open.  Thanks. 

[dim3thyl]

URSAY, I was just wondering how you were planning on handling the cases where an email was sent that specifically stated there was no coupon code needed, and then when the funds didn't show up you encouraged individuals to post details of their orders, which unbeknownst to them contained a unidentified coupon code...

I know I haven't lost as much as some of the others on here, but this is still unacceptable.

[volvox6]

 

Ok, They ARE HELPING.
I had $300 lost for over 2-3 days, and have been sending email to support,  posting on this form like everyone else here.
And they did get around to getting my funds though.

So this is not a scam, they really are getting payments though, but slowly and they obviously have some processing issues.
My payment, once it got lost or what not took about 3 days or so to get resolved. My problem was not the wrong MtGox address (with the extra letters) but just the stalled during transfer error, the one that says 'loading'.

anyway- Bitinstant DID finally get my money though. So they are trying to help.
Just wanted to spread some good news here along with all the grief!

 

[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!

And just to beat a dead horse because I can't sleep, earlier today bitinstant's own customer service rep (URSAY) didn't even realize/identify there was a Mt. Gox code in the APIResponse there, and if so didn't do anything about it.

I don't point that out to be a dick, just to say if your own employees can't identify it, how are you going to hold a customer culpable (not saying you are, I have no idea because haven't heard anything)?

Although I still don't know for certain if my coupon code I inadvertently posted was indeed stolen or just never worked in the first place like multiple other people have reported, so I'd like to confirm that first.

What I did early when I saw someone post their mt gox coupon code unknowingly I redeemed  it myself and then generated a new code to give to him because I knew if I didnt take it someone else likely would, and they would be less likely than me to give it back.

[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.

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.  

URSAY, what's the good news my man? Did you find out anything when you went into the office?



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