Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

URSAY - Just an update my issue has now been resolved and the money has been deposited into my PP account. Thank You for your help. 

Another 4/7 issue RESOLVED!   

[URSAY]

URSAY,

It looks like the bitcoins have finally shown up in my wallet. However I would like to open up another ticket as the bitcoins I received are about half the amount I was expecting. I don't think the bitcoins reflect the market price at my time of purchase, also I am under the impression per the BitInstant website that the fees would be waived due to the wait as well. PM me if you have any questions or need anymore information. Thanks...

Please send me what you receive and what you expected.  Please give me as much detail as possible.  Thanks! 

[URSAY]

URSAY,

It looks like the bitcoins have finally shown up in my wallet. However I would like to open up another ticket as the bitcoins I received are about half the amount I was expecting. I don't think the bitcoins reflect the market price at my time of purchase, also I am under the impression per the BitInstant website that the fees would be waived due to the wait as well. PM me if you have any questions or need anymore information. Thanks...

I'm having the same problem but I feel like I'm being ignored.

Please post info or I can't help you! 

[URSAY]

If you are on this list then I have manually pushed your order thru.  You may see results soon.  Your tickets will remain open and they will still be escalated regardless.  

iNormalize / fuue83 / chase1420 / archfiendmaster / sandyjg9 / Protagonus / aqrulesms / Cogine / Tyraeil / Droganan / damavox / haggady

URSAY,

I did receive the CURRENT price for BTC on Mt.Gox weighted average. ~189/BTC.

However, my Quote and deposit were made on 4/7 at 4:45PM, at a weighted average of ~165/BTC.

I would like to start a ticket to make up for the difference in BTC, as per Charlie's statement that quotes are always honored at that price.

By my calculations, the deposit was short by .16 BTC.

Quote ID: c1324b76-442e-45fe-b0f1-d444e99345e4
Event ID: 7141f172-8250-41f2-97de-3d58d59f4712

Again, requesting a ticket be opened to make up the difference in my Quoted price, versus what I've actually received.

Thank you for all your hard work thus far, and I look forward to receiving the rest of my order. Thanks again.

Old ticket CLOSED.  New ticket OPENED on 4/9 list. 

[btl-mermaid]

I am so FRUSTRATED with this situation. It's been 5 days. I have tried contacting bitinstant thru customer support, on facebook, this forum, and I went to MtGox for help. This is probably one of the worst customer service experiences I have ever had. And no one will get back to me!

This is what I received from bitinstant:

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

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

OrderID: a1908995-0792-4ec2-858d-8fe836611a11
EventID: ef781f82-aab0-484d-ae51-ad6197a189a8
DestAccount: M48334309X
QuoteID: bb77eb5f-f72e-48ec-b97b-6e7cc32aa770
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365025434.47
APIResponse: MTGOX-USD-DEKGH-WHPS7-PK63G-65BBA
FundsSent: $120.0125 USD

Next I get an email from MtGox saying I had been issued a coupon code. I tried to use it, it comes back as "This code cannot be redeemed (non existing or already used.

MtGox kindly informs me: I have a support ticket from MtGox that has been closed:

Your request (#66670) has been marked as solved, pending closure. Should you believe that your request has not been adequately addressed and wish to postpone closure, or should you wish to review or comment upon your request, please follow the link below:
http://support.mtgox.com/tickets/66670

And then this:
Hello,

It looks like they send you a redeemable code of MTGOX-USD-DEKGH-WHPS7-PK63G-65BBA

Please redeem the Mt.Gox redeemable code back into your account by copying the code. Then, login and select the Funding options menu. After that, please select the Add Funds page and select Mt.Gox Redeemable Code under the drop-down menu. Paste the code into the box and click redeem. The funds should appear back in your account. If the code does not work, please contact Bitinstant at support@bitinstant.com or https://bitcointalk.org/index.php?topic=128314.2760;topicseen

WHAT AM I SUPPOSED TO DO NOW??? ANYONE???

[Brownye]

URSAY,
Why are you so dope?
Seriously tho, thank you for the help and basically being on here all the time. I plan on using bitinstant again, on friday when i get paid. Should I expect a wait, or are you guys still back logged? The first time I used you guys I had my funds before the lady put the money in the til. No joke.

[URSAY]

PLEASE READ.

rm187 / jasnlcas

I need ANY info from you to lookup your order

quote: 3f0f97aa-876a-4a26-af0c-2693aaefbdd5
event: d68bbe44-7f4b-4bdf-900b-c88c7ef10fad

Thanks! 

[URSAY]

URSAY / Charlie,

Thank you both for the quick turnaround on my issue. I just received my coins but they were not at the market value when i originally processed my order. I was given 2.487 coins. The price at the time of purchase was ~$156.00. In total i should have received 3.07 coins. Please open a ticket requesting the missing 0.583.


Quote ID   88e24363-b1ae-401e-a24a-4d6d94e8d37a
Event ID   d3512565-7fc8-4d39-aa12-ad9d0c20a555

zipzap accnt # 356314062

Please confirm that a ticket has been submitted for this issue.

For the second time.  Yes. 

Please be patient. 

[Statesman]

If you are on this list then I have manually pushed your order thru.  You may see results soon.  Your tickets will remain open and they will still be escalated regardless.  

iNormalize / fuue83 / chase1420 / archfiendmaster / sandyjg9 / Protagonus / aqrulesms / Cogine / Tyraeil / Droganan / damavox / haggady

URSAY,

I did receive the CURRENT price for BTC on Mt.Gox weighted average. ~189/BTC.

However, my Quote and deposit were made on 4/7 at 4:45PM, at a weighted average of ~165/BTC.

I would like to start a ticket to make up for the difference in BTC, as per Charlie's statement that quotes are always honored at that price.

By my calculations, the deposit was short by .16 BTC.

Quote ID: c1324b76-442e-45fe-b0f1-d444e99345e4
Event ID: 7141f172-8250-41f2-97de-3d58d59f4712

Again, requesting a ticket be opened to make up the difference in my Quoted price, versus what I've actually received.

Thank you for all your hard work thus far, and I look forward to receiving the rest of my order. Thanks again.

Old ticket CLOSED.  New ticket OPENED on 4/9 list. 

You are the man/woman/android! Thanks.

[URSAY]

Lost Money

Hi! Almost 24 hours ago I tried using BitInstant to fund my Mt. Gox account. Some of the transactions eventually showed up in my Mt. Gox, but there is one that still hasn't, and it's worrying me to death. $503.95 of my money has disappeared after successfully getting through ZipZap. The money was never deposited into Mt.Gox.

I lost the order number, but I know that it's one of these three ZipZap transactions ($503.95 each):
893711812, 899646723, or 224400564

I got ZipZap e-mail confirmation that the amounts were succesfully paid for all three transactions. However, only two eventually landed up in my Mt. Gox account. Could someone please look into this issue and ensure that my money either reaches me or my Mt. Gox account safely?

Also, because it past the guaranteed delivery time on at least two of those transactions, could you please refund the respective fees to my Mt. Gox account? I used BitInstant because I expected delivery within a few hours, but it didn't happen. Thanks!

ZipZap Won't Accept More Payments: Merchant Issue?

After a 4-hour crisis at CVS yesterday to make the three payments from above, I tried to make three more today (each with a different amount - learning my lesson from last time). Unfortunately, none of them went through, and the error message received was 'invalid amount' in each case. Once again, I was at CVS for 3 hours trying to resolve the issue with tech support. It never got solved. Here are my order Ids if it helps diagnose the problem:

Quote ID   fde98ad7-b1bb-45ae-af41-cf746e53e049
Event ID   a6210117-be44-47a4-a7d3-83fd71f6b443

Quote ID   eec9cf44-defc-4d26-82ec-f0d227b5e05b
Event ID   e3d0a933-5b7a-48ab-a22a-bba5de44b3eb

Quote ID   cdcba890-ea23-4754-84fd-c118d3f68609
Event ID   3043d13f-b2a5-4870-b2fe-7dd1fa357ff9

My question is: Could this possibly be an issue with BitInstant, or is that ALL on ZipZap? If it's ZipZap, please BitInstant please, stop using them eventually. They have caused problems for everyone - MoneyGram support staff and tech support and specialists are all tired of them, as well as CVS employees, and ME. I'm sure it's an issue you're already aware of, but I wanted to restate it just to emphasize how frustrating it is. The value is going up as I speak, and I should have had more BitCoins in my hand by now.

Thank You

All in all, I realize you guys at BitInstant are doing what you can to help us all out and I appreciate your service and how it has enabled me to rapidly fund my Mt. Gox account. Keep up the great work. I hope that my issues can be resolved as soon as possible (before the price goes up too high). Thank you!

Your issue has been logged on the 4/9 support list.  Thanks for all the info! 

[URSAY]

has been over 24 hours since moneygram for mtgox deposit was sent.

quote id: 549c7f7e-e181-4197-ac98-948f71991aa4
event id: 034ed0da-79ad-46d5-bbad-0b22d7d55ab0
zipzap account #: 925019432

Are you asking me to escalate a support issue or have you already been logged?  Thanks! 

[iNormalize]

[Resolved]

Just thought I'd check back in and let you know.

Thanks brother.

[dookiedue]

URSAY,

It looks like the bitcoins have finally shown up in my wallet. However I would like to open up another ticket as the bitcoins I received are about half the amount I was expecting. I don't think the bitcoins reflect the market price at my time of purchase, also I am under the impression per the BitInstant website that the fees would be waived due to the wait as well. PM me if you have any questions or need anymore information. Thanks...

Please send me what you receive and what you expected.  Please give me as much detail as possible.  Thanks! 

PM sent...

[URSAY]

HAVENT HEARD BACK ANYTHING YET FROM ANYBODY DESPITE MY NUMEROUS ATTEMPTS SO ILL POST MY INFORMATION AGAIN!!

THIS IS THE EMAIL I RECEIVED FROM ZIP ZAP WHICH SHOWS THAT IT HAS BEEN PAID!!


Merchant order ID
5871c29e-3acd-414a-8d5d-9f9a95e6fa4e
Customer account ID
624 410 676
Payment code
63632507
Status
Paid
Amount
350.00 USD
Final full order amount
353.95 USD

You are on the support list for 4/9.  Thanks!  

[URSAY]

Anyone that used zipzap and gave me their zipzap #s...

I am about to resend your orders thru manually.  I find this can resolve the issue in some cases.  However, not all cases are resolved in this way and I will need to forward zipzap issue with further problems up the chain.  I will post a list of people that have been pushed thru manually in a moment.

I don't believe I have provided this on the forum, only in my emails. ZipZap Acct#520103516, OrderID 1196a228-be1c-46fe-92b6-d4556bf7e95d. Hopefully this helps. Thank you for your help in getting this resolved.

You are on the support list for 4/8.  Please take note.  Thanks! 

[URSAY]

I will never use BitInstant again. What a terrible service that has cost me time and money.
I'll make sure to tell everyone not to use BitInstant.

I expect to receive a refund for the "service" charge, and the value of bitcoins during the time which I was quoted.

Quote ID    d0d8ea70-dffb-44c1-bed6-b3c4596bebcf
Event ID   30329da5-4fa7-4a37-9a82-a9b143445525

Sun Apr 7 14:17:47 2013

You are on the support list for 4/7.  Thanks for your patience. 

[URSAY]

any luck on mine? went through zip zap

Quote ID    c5c31bbb-478e-4c5c-865f-cc98cfb6786b
Event ID    00443194-f318-4463-a95c-a0b27644605b
account #: 858617483
amount: 403.95

says "order completed" but payment was never recieved

edit: just wanted to say thanks for working hard to fix this!

no coins yet here  

I'm on "the list" right?

You are on the support list for 4/9.  Please take note.

Thanks for your patience. 

[URSAY]

In general how many days Bitinstant is taking to process orders? My request was done 5 April and I got the bitcoins only today, 3 days later: April 8.

In general it takes 3 days? I'd like to buy more, but I'm afraid it could take too much time to receive the bitcoins.

Depends on order type.  Depends on if you screw up your own order.  Depends on if every service we need to process your order is working full speed.  I used BitInstant this morning and it worked for me. 

[URSAY]

Thanks URSAY .

Just got the money in my mtgox wallet !

Another 4/7 issue resolved! 

[URSAY]

This your mtgox code. Go into mtgox, go into funding, and add a new code. Paste this code into your account and you will receive your funds ( I believe it is immediate.) DO NOT SHARE THIS NUMBER WITH ANYONE ELSE, OR THEY WILL BE ABLE TO TAKE YOUR MONEY. I do not know if they are able to do anything once it is taken (ursay, could you comment on this?).

In most cases we can reverse redeemed GOX codes that do not belong to the correct user.  Obviously it just takes some time as we need to speak with GOX to reverse anything and then issue and new code.  

What happens if the person already used it and then withdrew the coins? My friend is going through an issue similar to this and he has contacted mtgox but he hasn't heard anything about it yet. He doesn't think someone stole it, but I figured that it would just be gone.

We can usually still fix these situations.  But not INSTANTLY.