Official Newbie BitInstant Support Thread (Active Customer Support)

[archimediate]

A lot of it is user error because of the directions not being clear on one or both of the sites involved.  But sometimes things just don't go through correctly.  Don't worry though!  They fixed my last issue.

[URSAY]

URSAY, please correct me if I am wrong, but I am pretty sure that URSAY is only going through these forms and other forms of communication and creating ticket lists and escalating the issues to the correct people. He isn't the only man working on this. Patience is a virtue here. They are helping people. They have also said that you will get the number of bitcoins that you should have gotten at the time of your deposit, not when your order goes through. Yes, you will need to open up a new ticket, but they are working on it.

how do i make this new ticket? Can i do that now or do i wait to do that?
[/quote]

Can't log an issue until it is one.

[URSAY]

URSAY,

Thanks for trying, but there still has been no funds depostied to my account.

Please Escalate.

ZIPZAP INFORMATION
Amount to Pay: $503.95
ZIPZAP Account Number: 866987795

Your order status

Loading

Order receipt
Quote ID   121c24da-3a19-4f6a-ba76-044902655b0d
Event ID   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb
Fees (inclusive)   3.99%%
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   MtGox
Destination account   M02144337X

Order event log

Timestamp   Event ID   Event type
Sun Apr 7 19:06:58 2013   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb   Quote for new transaction
Sun Apr 7 20:09:08 2013   66043db1-e374-429b-a625-c511a9821e3a   New Order
Sun Apr 7 20:09:04 2013   f2ce702a-33af-4f0b-9553-a082d768a920   MTGox Order Loading

Your already on a support list for 4/8.  Please read my sig.  Thanks! 

[xqr]

My signature has been updated.  If you have suggestions about info I can offer in my sig I would be happy to hear your suggestions.  If you ask me a question and it's in my signature I will be pointing you there.  Thanks.

I have provided my order id over 10 times and a description of the problem. I have provided the info over reddit to /u/bitinstant. I have provided the info over email to Seth and Charlie.

I have not received a support ticket #. I have not received an update. And most importantly, I HAVE NOT RECEIVED MY COINS.

Order ID   3d08445a-1256-4a68-8086-da4cc88215a5
Quote ID   51683040-6c7d-4bf9-a76e-e33f6f01a5fa
Event ID   f8a4a878-c629-4043-916e-09d267ea359a

This has been ongoing since April 2. Give me a support ticket # if there actually even is one. Give me an update. Give me something!!

You're absolutely forcing me to be a complete son of a bitch by ignoring my issue SINCE APRIL 2ND!!!!.

[URSAY]

URSAY, please correct me if I am wrong, but I am pretty sure that URSAY is only going through these forms and other forms of communication and creating ticket lists and escalating the issues to the correct people. He isn't the only man working on this. Patience is a virtue here. They are helping people. They have also said that you will get the number of bitcoins that you should have gotten at the time of your deposit, not when your order goes through. Yes, you will need to open up a new ticket, but they are working on it.

how do i make this new ticket? Can i do that now or do i wait to do that?

Once your first ticket has been resolved (i.e. the funds are in your mtgox account, or whatever), then you can post on here any information that you think he will need. (I'm not associated with bitinstant and I don't want someone quoting me on what exactly needs to be posted, just for the record.) This might include a zipzap account number, the queueID number. Lets say you bought 1 btc for 200, but you made the deposit when the price was 175.

200/200 = 1btc (what you actually got)
200/150 = 1.333btc (what you should have got)

Doing the math can only be helpful for them. They will then add you to the ticket list. The 4/9 list is currently closed and are being escalated. URSAY said he was going to be gone for a bit to do some of this, so hopefully this is what he is doing. If you post now, I am confident that you will be put on the 4/10 list.

Just because you are on the 4/10 list does not mean that you will be helped tomorrow. There are still people from 4/6, 4/7, 4/8 etc that have not been helped. Yes this is something that isn't ideal, but they will get to you eventually. All you can do it wait and know that someone is working on taking care of you. The 4/9 list has been posted already. I'm sure he will post a 4/10 list tomorrow. If you post all of your information, URSAY should respond and let you know that he has you on the list.

Damn dude.  You keep this up and you might start getting some BTC tips from me.  Throw an addy in your sig if it's not there already eh???  

[xqr]

A lot of it is user error because of the directions not being clear on one or both of the sites involved.  But sometimes things just don't go through correctly.  Don't worry though!  They fixed my last issue.

Yup, the problems are most definitely related to Bitinstant employee error.

[URSAY]

I have been waiting since 04/07 now for my funds. It says the order status is loading?
What info do you need from me?

Read my sig.  Thanks.  

[shadumdum]

Man I'm so frustrated with this..
Live chat = NO CHAT. email and cross your fingers,
please help me

This is not Live chat.  This is a forum.  I am here looking at your issues.  Please see my sig about providing details.

Just so you know, your signature gets cut off at the bottom, which I think should automatically be resized, but that would be too easy

It looks like you need to keep the length to three lines.

[URSAY]

Hi, I executed two MoneyGram payments ZipZap/Bitinstant, but the funds never appeared in my e-wallet.

Can you help me to determine what happened, or where the funds are?  Or how I can get them back?

thanks in advance.

Read my sig.  Thanks. 

[URSAY]

OK.  I am just now noticing that all the info I provided in my sig is cut off and not showing.  Should I post it up at a random URL?  Suggestions guys?

I can't push something to the BitInstant URL instantly so that is not an option.

[mwp]

Man I'm so frustrated with this..
Live chat = NO CHAT. email and cross your fingers,
please help me

This is not Live chat.  This is a forum.  I am here looking at your issues.  Please see my sig about providing details.

Just so you know, your signature gets cut off at the bottom, which I think should automatically be resized, but that would be too easy

It looks like you need to keep the length to three lines.

Shit, I'm glad you posted this. I thought I was just too ignorant to resize the text box and read his signature. Thanks!

[URSAY]

GENTS GENTS!!!

It says:

Tue Apr 9 19:29:21 2013

042e0361-6ff5-4957-9175-c748127b043b

Manual transfer created

Does this mean it should be fixed soon?!?!? If it happens withing the hour imma forget about the profit i lost...and just move on!!! some insentive there for you BitInstant!

and i will update all posts and praise the BTC community you held your word!

it means you're about to be sent coins at current market value, not the value locked in at time of order

WRONG.

[chubbychecker]

I'm about at my wit's end.  Several emails, messages to bitinstant user on reddit, posts on forums, and not even a single acknowledgement.  Your phone line for "urgent issues" just dumps into a voicemail, there's no "chat link" on the contact us page, WTF am I supposed to do?  Drive to their office to get someone's attention on where my 600$ went?  Process my order or refund my money, this is absolutely unacceptable.

[glt512]

you c an read your entire sig if you copy everything that is showing and part of the cutoff part and paste it into a word document. it all shows up

[uncfan42204]

Hi, I executed two MoneyGram payments ZipZap/Bitinstant, but the funds never appeared in my e-wallet.

Can you help me to determine what happened, or where the funds are?  Or how I can get them back?

thanks in advance.

Im haven the same problem here is my orderID 562a8b0c-efe5-458e-9338-2e09332ae8a9
Amount to Pay: $303.95
Account Number: 898403852

[URSAY]

Hello, waiting on this since Sunday.

Order status is loading
Quote ID   b7a81fd5-487f-4a5e-a88e-1881b4b6c43e
Event ID   56748881-b030-4ad8-8b23-da61fe4fa1b5

zipzap 518741228

Sun Apr 7 22:37:09 2013   56748881-b030-4ad8-8b23-da61fe4fa1b5           Quote for new transaction
Sun Apr 7 23:11:26 2013   12ea5a34-6ef5-49d2-9b87-dac1e69082a6   New Order
Sun Apr 7 23:11:19 2013   3b56ca3d-69c8-4044-8690-b169e5481fa3   MTGox Order Loading

Have I already opened a ticket for you?  Are you on a specific support list?  Thanks.

[shadumdum]

URSAY, please correct me if I am wrong, but I am pretty sure that URSAY is only going through these forms and other forms of communication and creating ticket lists and escalating the issues to the correct people. He isn't the only man working on this. Patience is a virtue here. They are helping people. They have also said that you will get the number of bitcoins that you should have gotten at the time of your deposit, not when your order goes through. Yes, you will need to open up a new ticket, but they are working on it.

how do i make this new ticket? Can i do that now or do i wait to do that?

Once your first ticket has been resolved (i.e. the funds are in your mtgox account, or whatever), then you can post on here any information that you think he will need. (I'm not associated with bitinstant and I don't want someone quoting me on what exactly needs to be posted, just for the record.) This might include a zipzap account number, the queueID number. Lets say you bought 1 btc for 200, but you made the deposit when the price was 175.

200/200 = 1btc (what you actually got)
200/150 = 1.333btc (what you should have got)

Doing the math can only be helpful for them. They will then add you to the ticket list. The 4/9 list is currently closed and are being escalated. URSAY said he was going to be gone for a bit to do some of this, so hopefully this is what he is doing. If you post now, I am confident that you will be put on the 4/10 list.

Just because you are on the 4/10 list does not mean that you will be helped tomorrow. There are still people from 4/6, 4/7, 4/8 etc that have not been helped. Yes this is something that isn't ideal, but they will get to you eventually. All you can do it wait and know that someone is working on taking care of you. The 4/9 list has been posted already. I'm sure he will post a 4/10 list tomorrow. If you post all of your information, URSAY should respond and let you know that he has you on the list.

Damn dude.  You keep this up and you might start getting some BTC tips from me.  Throw an addy in your sig if it's not there already eh???  

Well thank you! I put my address up if you feel inclined, but I'm just trying to help out as much as I can

[xqr]

Man I'm so frustrated with this..
Live chat = NO CHAT. email and cross your fingers,
please help me

This is not Live chat.  This is a forum.  I am here looking at your issues.  Please see my sig about providing details.

Just so you know, your signature gets cut off at the bottom, which I think should automatically be resized, but that would be too easy

It looks like you need to keep the length to three lines.

Shit, I'm glad you posted this. I thought I was just too ignorant to resize the text box and read his signature. Thanks!

"Please log your issue with me ONE time via PM or the forum thread.  I post finalized support lists for each day around 12-3 pm.  Check if you are on the list and make a note of it.  If you are not on a support list and you believe I still need to open a formal support ticket for you then let me know.  Multiple posts and PMs about the same issue after I have opened your ticket slows everything down for EVERYONE.  When asking me to log an issue you should include info like your order ID # or quote ID #.  The more info you provide, the faster we will be able to work on your issue.
We will do our best to honor your purchase price at the time of your order.  If your order is incorrect when you receive it then I can open another ticket up for you to resolve your new issue.  I will need specific info.  What did you receive and what did you expect?  Details and numbers actually help us understand your issue.
I am working 7 days a week.  12+ hours a day.  Please be kind.  I am a human being.  Patience is appreciated.  I don't mind helping you with any issue but currently we are SWAMPED.  I do not intend to ignore but please understand that Bitcoin is a new financial tech tool and it's not always smooth sailing.  When your order has an issue it's not always in BitInstant's control.  We are doing our best to catch up with volume.  Thanks!"

[chase1420]

I'm not sure if you didn't see my post or what but here it is again.

Hey URSAY, I'm glad to say that the patience payed off and I got my bitcoins sent to my wallet!
I appreciate all your help, however I still need another ticket opened up on today's support escalation list as I only got .41 BTC when I was expecting ~.51
I got the current rate as opposed to the rate of my transaction which should have been ~160.
I was also hoping the transaction fee would be refunded for the delay. I'd appreciate it very much URSAY 

[noname6520]

update on my money URSAY?