Official Newbie BitInstant Support Thread (Active Customer Support)

[Bunks]

Hi,

Same problem here. 4/8/13 - sent funds from Dwolla to MtGox via Bitinstant. Funds left Dwolla but got a message saying transfer failed and to contact support@bitinstant. No response. Please add to the queue to be rectified.

Thanks

Quote Id: 7d4f6c1f-b951-41dd-8450-f7051633a045
Event Id: dc1244e1-a9cd-40a0-aef1-1aeffb80e94a

Please put me on 4/10 list as above. Thanks.

[btl-mermaid]

In the email from you guys, verifying my transaction. I was told specifically, that "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order. We have made a direct deposit into your MTGox account" So, if you sent me that email, why did you not make the deposit??

[jwest411]

I am unresolved and on the 4/8 support list. Do i need to get on the 4/9 support list? or 4/10 support list?

[yellowbellypig]

.nvm

[BitcoinBallin]

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

That APIResponse is your coupon code.  I can guarantee you someone already swiped it.

[303]

Just wanted to follow up to say that it took getting pissed publicly on Reddit to get some action, but BitInstant's CEO, Chris, did finally, personally drive my 3 BTC over in his virtual armored car to btc-e.com and put them in my account.

To new readers of this thread I would not recommend doing business with BI until we see a follow-up statement on bitinstant.com about this week's snafu and how they have learned from it. Not some shit buried away in a reddit thread or in this forum, but an actual postmortem and steps they are taking to address it.  I commend these guys for handling an insane customer service load and probably getting very little sleep, but when you are dealing with people's money, and the word "instant" appears in your value proposition, you can't put users through this.

Thanks Charlie and Ursay. I appreciate your resolving the issue and adding the $ delta lost in the time I had to wait. That was a respectable gesture.

[shadumdum]

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

I wish I would have been watching earlier, but I took a nap. That APIResponse is your mtgox code that you should have put in on the site.

Someone earlier did the exact same thing, but I was able to put the funds into my account, and then get in contact with them. I ended up sending them the new code and their situation worked out perfectly I just tried to do the same thing, except that the code has already been used. It was either you, a mistake, or someone on this form who isn't going to be a good person. I wish I would have been able to catch this. A request through here is going to be your best bet to get your funds back, but you might be shit out of luck since you listed it publicly. I am interested to know how this works out for you.

Best of luck!

[Singlebyte]

Imaginer / ASICPool / Bjork / runarmyof1 / chowmein / pennyback / elitemom / Statesman / PC_Mobile / RandyVermillion / mwp (NEED MORE INFO) / fuue83 / justinpobrien / vitaslayer1212 / Singlebyte / ScrapOfCat / arkaideman / shadumdum / sugsmack100 / synergy7 / msiddiq / jack789 / Nonya Business / speshell1 / glasshouse / duquevalentino / cea45 / vitam / cubism4nerds / jasnlcas / mroth7684 / corvette77 / speakeasy1982 / Laughingman8 / Nachtwind / cubism4nerds / noname456 / Deadlock94 / Jross81 / mrbruceb


Looks like I am on the 4/9 list.  Any updates when I will see the money?

Thanks

[shadumdum]

I am unresolved and on the 4/8 support list. Do i need to get on the 4/9 support list? or 4/10 support list?

You should be good to go. They know that there are still unresolved issues on earlier lists. They haven't forgotten about you.

[shadumdum]

In the email from you guys, verifying my transaction. I was told specifically, that "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order. We have made a direct deposit into your MTGox account" So, if you sent me that email, why did you not make the deposit??

I responded to your actual post but I will respond here too. I don't know why it does this. The wording is TERRIBLE a nd for some reason it hasn't gotten fixed yet. That code though was your money. Your transaction DID work properly, but you assumed it didn't, and now it is going to have to be turned into a real service request. I'm sorry   

[shadumdum]

Hello. I'm wondering why my money is taking so long to be available on mtgox.
My payment has already been identified by ZipZap and Ebanx. But not by Bitinstant.
Quote ID: a8eb5124-a9f5-4bd2-91fd-b088d51e4d0c

Please somebody! It's been 30hours+

You are on the 4/10 list(still in progress), which means you will be helped soon and they are aware of your issue.

Working 4/10 support list...this support list is not finalized and won't be until tomorrow afternoon.

liztah / yero888 / URSAY / pootsniff / Nachtwind / whoiscasey / uncfun42204 / iwmb / Col-Sanders / gf.ricardo / chubbychecker / bitcoinfiend / alternative30 / watchboy / ASM11 / chase1420 / xqr / maxspace321 / damavox / kmicro / iridium77 / archimediate / Tejh / bigpoppapump69 / cayson

 

[CBRF4I]

Dear bitinstant support,
I received a bitcoin payment on April 8th for my April 3rd order!  Thank you very much for getting this transaction manually processed, I am glad to have received it but we have more work to do. 

My transaction appears to have been processed at exactly $195.00USD/BTC, the highest exchange rate of the day on April 8th.  This is a much higher exchange rate than what was in effect at the time of my order.  All my prior bitinstant transactions were processed at the exchange rate in effect at the time of the order was placed and cash payment made. 

In accordance with your prior instruction on this forum, I would like to open another support request.  I am requesting a second payment be made to my bitcoin address, so that bitinstant is honoring the exchange rate that was in effect at the time my order was placed and cash payment made.   

My calculation is as follows:
My ZipZap payment receipt indicates payment was credited to bitinstant on April 3, 2013 at approximately 02:41 UTC.  In this timeframe, the mtgoxUSD exchange rate was around $105.00USD/BTC, which can be verified from historical charts.  My ZipZap payment amount was $499.00 USD.  The "amount you will receive" (net of ZipZap fee and bitinstant 3.99% fee) reported to me by the bitinstant website at the time of my order is $475.297505 USD. 

By these measures, I should have received a bitcoin payment of about 4.52664290 BTC.  I simply divide $475.297505 USD by $105USD/BTC.  However, the payment I received on April 8th was for only 2.43703982 BTC.  Therefore, if bitinstant intends to honor the exchange rate at the time my payment was received and credited, I would be due an additional payment of approximately 2.08960308 BTC to make up the difference.  This payment can be made to the same payment address.

My ZipZap Account Number: 112294442
bitcoin payment address: 19epCWs6HrEri3ZfkaCZ3j2S43XMHWyYzw
bitinstant Quote ID: 4403fffe-8496-4b57-adbf-d5ddbdfa2d88
bitinstant Event ID: 8a177a76-d3f8-4694-bac0-f426da79ba7c
ZipZap payment amount: $499.00 USD
ZipZap fee: $3.95 USD
bitinstant "Amount you need to pay:" $495.05 USD
bitinstant "Amount you will receive:" $475.297505
bitcoin received: 2.43703982 BTC
bitcoin due: 2.08960308 BTC

URSAY if you publish a payment address I will gladly tip you when this is over

[zeppblimp]

Would someone be able to walk me through getting set up for mining? I've never done it before. I can't find instructions anywhere.

[BitcoinBallin]

Just wanted to follow up to say that it took getting pissed publicly on Reddit to get some action, but BitInstant's CEO, Chris, did finally, personally drive my 3 BTC over in his virtual armored car to btc-e.com and put them in my account.

To new readers of this thread I would not recommend doing business with BI until we see a follow-up statement on bitinstant.com about this week's snafu and how they have learned from it. Not some shit buried away in a reddit thread or in this forum, but an actual postmortem and steps they are taking to address it.  I commend these guys for handling an insane customer service load and probably getting very little sleep, but when you are dealing with people's money, and the word "instant" appears in your value proposition, you can't put users through this.

Thanks Charlie and Ursay. I appreciate your resolving the issue and adding the $ delta lost in the time I had to wait. That was a respectable gesture.

This week.  This has been just like this for the last 2 months lol.  I keep checking on here to hope to see that things got better so I can do business with them again.

[URSAY]

Wow.  Almost 80 degrees in NYC.  I could be outside with everyone else.   

Nope.  I choose to be here helping you with your issues.   

Support lists are now upgraded for so I can search for you guys easier.

Gimmie a quick sec to get my mind right and I'll be back to help!  Thanks guys!

[shadumdum]

Would someone be able to walk me through getting set up for mining? I've never done it before. I can't find instructions anywhere.

I can't begin to talk about how ridiculously misplaced this comment is. On this website there are literally thousands of posts about how to do this. There is also google search. This is a forum for people having issues with bitinstant.

[xqr]

Wow.  Almost 80 degrees in NYC.  I could be outside with everyone else.   

Nope.  I choose to be here helping you with your issues.   

Support lists are now upgraded for so I can search for you guys easier.

Gimmie a quick sec to get my mind right and I'll be back to help!  Thanks guys!

URSAY, I feel for you and all, but just a word of advice: when you've lost other people's money they really don't care about what the weather's like where you live...

[bayesian]

still waiting for help on a transaction from 4/7 that hasn't made it through yet
i know you guys are busy but I would appreciate some sort of acknowledgement of the problem at least
I've put in a ticket on the site and pm'ed URSAY my quote id

[Kennedy3789]

OrderID: 20302a12-567d-4da0-b76d-7fe0692bddbc
EventID: 5a7d2b3c-a6a1-449a-8cf5-72933eda86d0
DestAccount: 82381
QuoteID: 56448edd-886e-4a3b-bea8-b5aa44a5a8b2
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365247419.95
APIResponse: {"error": {"amount": ["You have only $-47.04 available. Check your account balance for details."]}}
FundsSent: $144.015 USD


Since this time a Bitcoin has went up 90 dollars so atm ive lost 90 dollars i hope you will honor it and make this right i still have not recieved my money please fix this

[shadumdum]

Hello, I placed an order last Wednesday and have yet to receive the money in my account. The information is as follows.

 OrderID: 1fc79a61-f270-4ee0-ac10-4f495d264b21
EventID: a2fae212-85bf-4c3d-88f0-61bd11b191b2
DestAccount: M15332724X
QuoteID: 6b77ea8e-e67e-4e15-b070-57d0728a3480
User: SYSTEM
DestExchange:
mtgox eventtype: Order executed EventSentAt: 1365014220.41 APIResponse: MTGOX-USD-92CWJ-VALNB-FDACB-FA84F FundsSent: $480.05 USD


I also placed an order today and received a message saying a serious error occurred. I was going to wait to see if it clears tomorrow, but maybe you can help with that also.

You see that APIResponse number? That is the mtgox code you use to get your funds. I tried to use it so the money would be sitting in my account and I could contact you to give you your money, but someone else has already used the code. I JUST posted about someone else doing this. Everything with your transaction went through correctly, but the email has TERRIBLE wording and I can understand how you are confused. You had the money sitting right there, and then you made it public, and someone who is not trying to look out for you got ahold of it. At this point you will need to make sure that URSAY gets you on the 4/10 list, or you can contact mtgox. They have great customer service and should be able to respond to you very quickly. (no stabs at URSAY, but he is only one man, and mtgox has lots.) You can email them here: https://support.mtgox.com/anonymous_requests/new

Please note that they put out a statement saying they have seen 6 times as many support issues recently, so they have changed their email response time from a couple of hours (which they were VERY good about) to a couple of days. I would still try them. I am interested to hear what you come back with. now...


TO ANYONE WHO HAS AN ISSUE AND IS POSTING HERE. PLEASE PAY HUGE ATTENTION TO WHAT YOU ARE POSTING. IF YOU RECEIVED AN EMAIL FROM BITINSTANT, THERE MAY BE A APIRESPONSE CODE AT THE BOTTOM. This code is what gives you your funds on mtgox If you post this publicly, YOU WILL BE ALLOWING ANYONE ON THIS FORUM TO TAKE YOUR MONEY. I have seen this for a couple of people now. I was succesfully able to help out one person by stealing the code before anyone else could. I then contacted this person with a newly generated code that I made and he received his funds. He has stated that everything went smoothly as seen below

URSAY never got my USD transfer on mtgox I gave my mtgox address as DestAccount but maybe this was wrong?

Exchange Account: 344579
or
Exchange Account: solstoce

OrderID: efc9734e-5532-4737-92c2-d62102a0993f
EventID: fb40f19b-f568-4432-ac1f-8fb58b3f1ade
DestAccount: m36344579x
QuoteID: e1d259cf-416b-4cb1-974c-89d755189b8d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365530251.06
APIResponse:
FundsSent: $96.01 USD

I will help you fix your issue. You will receive a PM from me soon.

THIS HAS BEEN RESOLVED thanks for catchin my money shadumdum  and being a good person one day when I'm rich ill throw u a bone