Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

alright, i guess bitinstant has fucked me over twice in the last couple days. Last time my transfer took a couple hours. Now its taking a day. Wtf??? not very instant.

Are you saying that even a 2 hour wait is unreasonable?  I understand if your upset regarding a new order that may be taking longer but 2 hours seems quite reasonable to me! 

[clarity]

Well my PayPal payment finally showed up, but it is not the amount I was told I would receive by the BitInstant API messages.

Order ID    c8857431-7353-4de9-99f7-fca44be0a31b
Quote ID    ce01933e-80e4-40c6-afbf-d9fe8b8b391b

Fees (inclusive)    9.0% + $1.00 incl. paypal fees
Amount you paid    $109.64668 USD
Amount you will receive     $99.0609286477 USD

Now, that says "Fees (inclusive)" which leads me to believe that the "Amount you will receive" spot calculated the fees, right?

In that case, why did I only receive this in PayPal?:

Amount received:   
   $92.20 USD
Fee amount:   
   $0.00 USD
Net amount:   
   $92.20 USD

[URSAY]

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.

What happens when you try and add the code?

[yellowbellypig]

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


I moneygram'd the money on Tuesday at 2pm est.. I've been on these forums repeatedly asking for help through PMs and this thread, I've called the support # and I've opened at least 7 support tickets, 5 of which I received absolutely no response to.

I would appreciate if this gets handled TODAY. Thanks

[fallingupwards]

Ursay, thanks for your support in this thread:  I just sent you a PM regarding order af209157-e9e4-40a4-9f63-03804cca6. Should I send an additional message to support@bitInstant, or is the PM enough?

[FYourself]

Here's my info:
OrderID: e38be662-1e37-4d1a-b7b1-1db98ba059f1
EventID: e868d75b-6791-46f6-934a-63ddcde0c076
DestAccount: M94310493X
QuoteID: 0b19a2e1-5477-444a-a82b-7e338bcae384
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365187684.14
APIResponse: MTGOX-USD-4V3C4-EURVH-CFE8U-1D637
FundsSent: $88.3292 USD

I realize I put my merchant ID instead of the ID specifically for bitinstant transfers. Wont do that in the future.
IDK why its taking 24 hours do deposit when my first transfer was so speedy. 2nd and third transfers both fucked up.

Would really like my money to deposit :|

[fallingupwards]

Ursay, thanks for your support in this thread:  I just sent you a PM regarding order af209157-e9e4-40a4-9f63-03804cca6. Should I send an additional message to support@bitInstant, or is the PM enough?

Hmm.. that number may actually be the merchant ID, not the order ID.. hopefully the info below is sufficient

Quote ID:  6148cd1f-caa0-48e7-b70f-39b8a0bb234f
Event ID: 0248e572-829b-437f-8ad5-4b8ff92d6c23
Order placed:  Wednesday, April 3
Amount:  $500

[URSAY]

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.?

You can send directly to a BTC addy.  It depends on how you set up your order.  

[yellowbellypig]

Here's my info:
OrderID: e38be662-1e37-4d1a-b7b1-1db98ba059f1
EventID: e868d75b-6791-46f6-934a-63ddcde0c076
DestAccount: M94310493X
QuoteID: 0b19a2e1-5477-444a-a82b-7e338bcae384
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365187684.14
APIResponse: MTGOX-USD-4V3C4-EURVH-CFE8U-1D637
FundsSent: $88.3292 USD

I realize I put my merchant ID instead of the ID specifically for bitinstant transfers. Wont do that in the future.
IDK why its taking 24 hours do deposit when my first transfer was so speedy. 2nd and third transfers both fucked up.

Would really like my money to deposit :|

Im sorry to inform you this but the redeemable MTGOX code was the APIResponse... (I know, terribly named) and you just posted it up for someone to steal. 

[andrewb]

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!  

EXCEPT FOR THE APIRESPONES FIELD, IF IT LIST SOMETHING IN THE FORMAT OF "MTGOX-USD-XTFD9-EYJUZ-R2SYH-XXXX THAT IS A MT GOX COUPON CODE THAT MAY CONTAIN ALL OF YOUR MONEY.

All caps so you know it's real.

Although some of the coupons have reportedly worked, and some haven't, so who knows.

There needs to be more (any....) explicit warning about this, someone just did it again unfortunately and their code was already used (if it did indeed work...) before I could get to it and hopefully return it to them. 

[Joerg]

day 5 of waiting for resolution of execution.

Still NO JOY!!!

PM'd quoteID again.

[FYourself]

Im sorry to inform you this but the redeemable MTGOX code was the APIResponse... (I know, terribly named) and you just posted it up for someone to steal. 

well fuck
just tried to use the code, didnt work.
Fml.
But i selected direct deposit. whyd it gimme a code now?

besides in the beginning of the email, just read that:

"We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order"

[andrewb]

Im sorry to inform you this but the redeemable MTGOX code was the APIResponse... (I know, terribly named) and you just posted it up for someone to steal. 

well fuck
just tried to use the code, didnt work.
Fml.
But i selected direct deposit. whyd it gimme a code now?

besides in the beginning of the email, just read that:

"We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order"

Yes its a real shame and totally confusing. They have admitted multiple times they need to fix it, so they certainly know about it.

The good news is there have been assurances we will be taken care of: https://bitcointalk.org/index.php?topic=128314.msg1749530#msg1749530

Also, your code may never have worked in the first place (many others report that despite not posting theirs in public ever), so maybe you didn't actually do any harm at all :/

[yellowbellypig]

Im sorry to inform you this but the redeemable MTGOX code was the APIResponse... (I know, terribly named) and you just posted it up for someone to steal. 

well fuck
just tried to use the code, didnt work.
Fml.
But i selected direct deposit. whyd it gimme a code now?

besides in the beginning of the email, just read that:

"We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order"

Hopefully your code just wasnt working from the beginning and nobody got away with it.

[URSAY]

Im sorry to inform you this but the redeemable MTGOX code was the APIResponse... (I know, terribly named) and you just posted it up for someone to steal. 

well fuck
just tried to use the code, didnt work.
Fml.
But i selected direct deposit. whyd it gimme a code now?

besides in the beginning of the email, just read that:

"We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order"

You probably used the wrong Gox acct. # so it sent you a code to your email.  I believe recovering your funds should not be an issue.

Please bear with me guys.  Working slow today.  Feeling like I'm getting sick.  

[andrewb]

NOOOOOOOOOOOOOO the bitinstant.com website has been updated to reflect the exactly WRONG thing.

When depositing to Mt. Gox from bitinstant.com it now specifies: MtGox Account # (ex. M12345678X). That is NOT what you want to send it to, you want the EXCHANGE ACCOUNT which is your Mt Gox account # without the M preceedng it and X after it (and maybe without one or two other numbers).

Correct me if I am wrong, but I'm pretty sure I am not (based on my own and others experiences, and what Mt. Gox specifically says on their bitinstant funding option page (although they later go on to contradict themselves here... https://support.mtgox.com/entries/20490576-Withdrawals-and-Deposits).

Please change that ASAP for your sake, otherwise you are just going to keep getting piled on.

[FYourself]

You probably used the wrong Gox acct. # so it sent you a code to your email.  I believe recovering your funds should not be an issue.

Please bear with me guys.  Working slow today.  Feeling like I'm getting sick.  

No email yet. nefariouzdeedz@gmail.com ty for the help

[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

[FYourself]

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

yeah dude i did the same thing

[rzero]

Entered an order yesterday morning:

Order ID: 6cd721ca-1c62-4868-98aa-2975cf0880e5

$150 Dwolla to bitcoin address. Still showing "MTGox Order Loading" on the order status page.

The money has been transferred out of my Dwolla account. No confirmation email, no bitcoin delivery.

Please fix this as soon as possible.

Ticket opened.  Thanks for your patience! 

-BitInstant Support

URSAY, someone yesterday had my same problem (Dwolla to bitcoin address) and you said you would reset his order and it should go through. Can you do this with my order?