Official Newbie BitInstant Support Thread (Active Customer Support)

[JayTease]

I Ordered on Wednesday and have sent several emails without any response.
I have not received any funds in my MTGox Account. I've lost out on a 30-40% jump in prices so far.

Here is the information I received from BitInstant:

We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order
OrderID: b882724d-4d21-4f6a-88d8-077cdd5e17db
EventID: 7bdb24cf-8946-4f38-a747-cabbc8cbc2ea
DestAccount: 353121
QuoteID: ddf050cd-886b-4751-8fde-3b022f9b452d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365003045.82

I also received an API Response code but can't add it on MTGox.

[gshu]

I had an order that said executed and have no money in my Mt Gox account. I tried livechat and support email, but live chat was down and it was just a message. I'm just posting here since it seems you guys check it often.

Order info:
Here is the transaction information:
OrderID: c2418e91-cd1c-47b3-b788-943358ca2cf3
EventID: a2efd672-8a52-458c-bc89-65f4e5c1a031
DestAccount: M58212487X
QuoteID: 59d0c07e-4caf-49df-bdf8-6a733b72c521
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365203001.84

I was hoping to receive my btc immediately like my dozens of other transactions with you guys have been. Thanks.

[ericablabla]

Hi,

I attempted to transfer funds from a btc-e coupon code to Paypal on Thursday. The transaction has not been processed and I have not received an email response yet from bitinstant. Here are the transaction details:

OrderID: c0b1f990-fbe2-40a9-971e-b147481cb9bb
EventID: a7c01786-0069-433b-b380-06b706130383
DestAccount: [omitted]
QuoteID: b9a53f4d-a15f-4af4-b9da-643ffe52690b
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365117747.01
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $228.93264896 USD

Can you please look into this? Thank you.

[homeopats]

As mentioned -- I checked my alternate email and "Seth" said my money is en route and to allow up to 8 hours, that was 5 hours ago so no alarms yet (other than the fact that this has already taken a day)

cc09e539-aae2-4f1f-a581-f7f380f3605a

6 hours into your "please allow 8 hours".  25 hours after my initial order.  Still dont have my funds.

[JayTease]

I Ordered on Wednesday and have sent several emails without any response.
I have not received any funds in my MTGox Account. I've lost out on a 30-40% jump in prices so far.

Here is the information I received from BitInstant:

We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order
OrderID: b882724d-4d21-4f6a-88d8-077cdd5e17db
EventID: 7bdb24cf-8946-4f38-a747-cabbc8cbc2ea
DestAccount: 353121
QuoteID: ddf050cd-886b-4751-8fde-3b022f9b452d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365003045.82

I also received an API Response code but can't add it on MTGox.

Update:
Going through 10-15 pages, I believe I've found where to add the code: Funding Options -> Add Funds -> Redeem Mt. Gox Code
Apparently "Redeem Codes" was too easy... but that is MTGox's fault.
When I input my code I get the following error: This code cannot be redeemed (non existing or already used).
I used the correct account information (exchange account #) in my order.
The only people that have my code are BitInstant and myself. I'm wondering if someone at customer support either canceled the code after my first ignored email or redeemed the code for themselves.

[whoiscasey]

I have two orders that I need assistance with. I had made a cash deposit via Wal-Mart to Mt.Gox in the amount of 400USD, and my funds have yet to make it to my wallet. I have made two attempts via email to Bitinstant Support, but yet to receive a reply on the matter. My second issue comes from an Mt.Gox Coupon of 200USD that was made within Bitcoin Trader. I have the coupon code visible within the program, but nowhere else is there any information of the coupon. I have attempted to claim the coupon on both Bitinstant and MtGox. Upon which I receive a familiar message between the two, stating that the coupon either was already claimed, or doesn't exist.

I am having a hard time locating any information regarding the quote/order ID. I never remember receiving anything from bitinstant regarding any identification for any orders I have made.

[Frostasus]

Does anyone know if our money/coins can go to our Blockchain Acct. or do we need to have it go to our Mt.Gox acct.?

[caffeineJoe]

It is done.
After my deposit 3/27/13
Got a coupon code that worked
4/6/2013
Yes the funds didn't vaporize and that's good
However.....
I take the blame for It was I who entered
The merchant account number.
Bitinstants part,
 The first coupon code that did not work.
Why? Who knows perhaps I'll never know the
Truth.
It's now cleared up.
So to all who suffer and ended
Up here,
there is a light at the end of the tunnel.
And yes it's the exit
not a train.
Once the dust settles, hold on...
Have faith, it's going to get even crazier
IMHO
 To those at Bitinstant Support
Keep your knees loose.
Excelsior!

[btchaver]

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 am still waiting for bitinstant to refund or respond to my support claim.  Money was sent to a wrong address which i did not enter and they are telling me to cash in a voucher which has been no good.  T/hey have not responded and btc is doubbel in value i hope to reclaim my loss in the future whenver that will be.  SO not to happy about my last bitinstant transaction and their support. maybe ill get soe kind of help.

Please provide relevant details.  Order #, options that you were using on the site, error messages if any, and any other info.  Thanks!

-BitInstant Support  

Please let me know if you need any more information i just dont want to add my btc address for security reasons.  I can if you want the whole email i was sent with all the technical information.

if that helps



I am still waiting for bitinstant to refund or respond to my support claim.  Money was sent to a wrong address which i did not enter and they are telling me to cash in a voucher which has been no good.  T/hey have not responded and btc is doubbel in value i hope to reclaim my loss in the future whenver that will be.  SO not to happy about my last bitinstant transaction and their support. maybe ill get soe kind of help.


OrderID: 67b2c5b3-bf93-43bb-88bb-4da93a207047
EventID: c18e885e-ca0a-4aea-ba74-5471c5313e68


they gave me a mtgox account voucher code which didnt work and i purchased since 86 per coin and now 140 per coin would like to recap the loss of time being wasted on waiting for support to respond.  SO far i havent recived anything for the 480 paid and the money was sent to a wrong address not mine  the coupon code is not working i tried it many times and still waiting to get reimbrsement and loosing double my money.  I hope i can be reinbured with the amount of coins i can purchase at 480 per 86 per coin and not just cash voucher.  Please help.

Your support ticket is open!  Thanks for your patience.  

-BitInstant Support

WIll i be getting full bitcoin refund?  just wondering if any progress has been made and how long it would be before i do get a refund or anything?

[taylored]

Hi,

I attempted to deposit some cash into my bitstamp.net account and have yet to receive the deposit, 12hr+ later.

OrderID: e3eb2b9f-3579-4a6a-814c-79128b3d50a1
EventID: d47eaf61-8828-4810-b648-dc0103acf4ea

There was an API response that indicated an insufficient account balance.

Thanks,
Tarrence

[Ace.]

Just checking in to see if any headway was made on my ticket

order ID: 83e9b1a7-e3bc-4ce5-ad65-3289a566b8f3

Thanks URSAY

Your ticket is open Ace.

We are still working on a resolution. 

Thanks,
-BitInstant Support 

I got an email from Rachel saying processed, yet there was nothing still. I replied back about 9 hours ago and still nothing

Lots of replys since then, still no reply to my email. :|

I figure I'm now to the back of the line

[Mottwally]

Greetings,

It looks like I used the wrong Mt.Gox account number with my last transaction.

Could I just get a code emailed to me?

the event ID is:65c83138-3f51-4f28-96cb-8f05e64246c8

Many thanks

Sorry...do you happen do have an order ID #?  Thanks! 

Oooops. The order ID is: 2d106669-fb06-4fd3-9273-39c0a250bc1f

Many thanks for your time.

Can you give me more details about your transaction?  What options were you using on the site?  What errors / failures did you see?  Thanks! 

I used the cash to MtGox option.

On the bitinstant transaction screen it shows as a completed order, but the funds are not in my MtGox account.

I've recently found out that I used the wrong account number for that transaction. The Merchant ID I believe.

I used M59220054X. Instead I guess I still need to use the old number: 220054

[Boing7898]

Hi,

I attempted to transfer funds from a btc-e coupon code to Paypal on Thursday. The transaction has not been processed and I have not received an email response yet from bitinstant. Here are the transaction details:

OrderID: c0b1f990-fbe2-40a9-971e-b147481cb9bb
EventID: a7c01786-0069-433b-b380-06b706130383
DestAccount: [omitted]
QuoteID: b9a53f4d-a15f-4af4-b9da-643ffe52690b
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365117747.01
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $228.93264896 USD

Can you please look into this? Thank you.

I'm having the same issue. 5 hours passed and still no funds in my PayPal account.

OrderID: 3c255a80-a9b2-4ff5-b82f-e89cfb622a98
EventID: 6a798245-3d11-40eb-98d0-4fefb7efd6d2
DestAccount: xxxxxxxxxxx
QuoteID: 7f0727c5-63da-4b12-933b-cc93f00df5e1
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365237336.95
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $101.208512 USD

[KeyT86]

Hi, Could you verify my order? The payment was confirmed but I still didn't get the money.

Quote ID - bcac15f9-5b1c-4a75-8fa4-1fa7f38f771f


Thank you.

[URSAY]

I'm having the exact same problem as:

https://bitcointalk.org/index.php?topic=83209.msg1745711#msg1745711

and support hasn't answered my email.  I'm guessing bitinstant ran off with my $100?

EDIT: BitInstant now says I should have it within 8 hours.  24 hours later... not very "instant".  I'll report back if I still dont have my money.

Still haven't got mine and I've been waiting since Wednesday.

Order ID?

It didn't have an order ID but I sent a PM to you and or URSAY. It's a ZipZap. I received the email confirming I paid but they never gave me the coins.

Anytime you reference your order you should provide ALL of the details.  This would help us resolve your order faster.  Thanks! 

[URSAY]

Can't believe it... Speechless.  Hoped that I'd get my money but had no hope whatsoever of getting the difference of what I would have made if I'd had it a week ago.

Not only did Yankee get me my original deposit, he gave me what the difference was for the coins if I would have bought them on time.

I know my store is great with customer service but have to give it to Yankee and Ursay.  They put up with our crap AND came through.  Good job.

Great to hear.  So sorry for the wait and I hope you will consider using us in the future. 

[URSAY]

The only defense is numbers.  Account numbers, transaction numbers, proof of something happening.

YES!  I spend a LOT of time just trying to get the ALL of the info so we can look into any particular person's issue.  When you don't provide info we can't help you. 

Good to hear that your issue was resolved. 

[Apanauc]

I'm on day 4 on waiting to receive my bitcoins, day 2 of having a support ticket opened. It's a simple purchase and I'd like it to go through as soon as possible, which considering this is a company that advertises 1 hour delivery, should be almost immediately. My account status confirms the order hasn't gone through so there's no need to investigate the problem beyond sending the bitcoins to my address. I dislike being told that I have a support ticket opened and that I will be contacted, because for all I know you are unable to contact me due to corrupted information. I haven't gotten any confirmation whatsoever that you guys are able to contact me, only that I'm able to contact you, so please, confirm how you will contact me, and confirm that you have the potential to(send a message using the means you will later, just something).

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d

[zenmechanic]

I've send a few emails to the bitinstant support within the past day but haven't heard a response yet.  Can someone check on the status of this order:

Quote ID   85eb2dbc-5a0d-4be4-948f-cf679915e226
Event ID   483c40af-4289-45ce-81d5-104783dd431e

[URSAY]

Man wish I knew about this support thread. I would've come here instead of wasting your time sending my email to support.

Anyway, I did a few successful transactions the other day. One took forever to confirm through the network, there were 0 confirmations for 6 hours. Since I was new, I wondered if I should be concerned. But then finally everything did complete successfully.

Thanks to bitinstant. The fees were a bit much so I don't know if I'll be using them again or not just yet. But they worked as advertised for me.

Just because you don't get constant updates like here on the forums doesn't mean the support email isn't working.  We still resolve your issues thru email probably just as fast as thru this thread.

Be patient when downloading the blockchain.  It's never something I would describe as bring super quick.

Thanks for using BitInstant and I hope to see you again!