Official Newbie BitInstant Support Thread (Active Customer Support)

[guppywily]

URSAY I just want to make sure you've got all the info you need from me. I'm on the 4/11 list.

My email I used to order is  jimrussles@hushmail.com

The bitcoin address where my coins go is 13CgzzbM6cmrPFbQuTC1F4sg75Pifk4RPU    

I never got an Order ID because my transaction didn't get that far.  In the event log, I'm stuck at "Mt Gox Order Loading"

Here's my bitinstant order page.

Order receipt

Quote ID   fdf90bef-086a-42b5-9df5-75d2348ae5ab
Event ID   a587130e-076f-4afa-8d83-7ad5aa57b85b
Fees (inclusive)   3.99%%
Amount you paid   $175.0 USD
Amount you will receive   $168.0175 USD
Destination exchange   Bitcoin Address
Destination account   13CgzzbM6cmrPFbQuTC1F4sg75Pifk4RPU
Order event log

Timestamp   Event ID   Event type
Wed Apr 10 20:16:44 2013   a587130e-076f-4afa-8d83-7ad5aa57b85b   Quote for new transaction
Wed Apr 10 21:03:25 2013   0e005f4f-3ee7-4dcb-b79b-b0cf1dacd3a5   New Order
Wed Apr 10 21:04:37 2013   546d4b2b-e37a-4c6e-b341-e6f6e6c2d39f   Coinapult Order Loading
Wed Apr 10 21:19:41 2013   f0c80d72-6fd1-4a6b-8e09-e9b78bd3d0e8   MTGox Order Loading

Is my order one that might benefit from being manually pushed through like these others?

I'd really love to get my coins at the crash price, that was the whole reason I ordered when I did.  I will lose too much money if I get them at the pre-crash price.

[cea45]

URSAY,

I have made a order through blockchain.info 4 days ago and don't received any quote ID or order ID. Could you help with this?

My ZipZap acct # is 929681716

Resent your order thru manually.  You may see some results soon.  Thanks! 

URSAY, is there any chance you could try to push mine? I'm on the 4/9 list

Just resent manually.  Also tried this yesterday.  You issue may have to be resolved in another way but we will continue working to find out. 

URSAY, I was on the 4/9 list as well and been patiently waiting!!! Please help a brother out!!

[URSAY]

URSAY,

I have made a order through blockchain.info 4 days ago and don't received any quote ID or order ID. Could you help with this?

My ZipZap acct # is 929681716

Resent your order thru manually.  You may see some results soon.  Thanks! 

URSAY, is there any chance you could try to push mine? I'm on the 4/9 list

Just resent manually.  Also tried this yesterday.  You issue may have to be resolved in another way but we will continue working to find out. 

I'll report back later tonight to let you know if my funds appeared in my wallet
nonames456 NOT noname6820 - just checking!

HAHA...don't worry I remember you guys are separate. 

[URSAY]

URSAY I just want to make sure you've got all the info you need from me. I'm on the 4/11 list.

My email I used to order is  jimrussles@hushmail.com

The bitcoin address where my coins go is 13CgzzbM6cmrPFbQuTC1F4sg75Pifk4RPU    

I never got an Order ID because my transaction didn't get that far.  In the event log, I'm stuck at "Mt Gox Order Loading"

Here's my bitinstant order page.

Order receipt

Quote ID   fdf90bef-086a-42b5-9df5-75d2348ae5ab
Event ID   a587130e-076f-4afa-8d83-7ad5aa57b85b
Fees (inclusive)   3.99%%
Amount you paid   $175.0 USD
Amount you will receive   $168.0175 USD
Destination exchange   Bitcoin Address
Destination account   13CgzzbM6cmrPFbQuTC1F4sg75Pifk4RPU
Order event log

Timestamp   Event ID   Event type
Wed Apr 10 20:16:44 2013   a587130e-076f-4afa-8d83-7ad5aa57b85b   Quote for new transaction
Wed Apr 10 21:03:25 2013   0e005f4f-3ee7-4dcb-b79b-b0cf1dacd3a5   New Order
Wed Apr 10 21:04:37 2013   546d4b2b-e37a-4c6e-b341-e6f6e6c2d39f   Coinapult Order Loading
Wed Apr 10 21:19:41 2013   f0c80d72-6fd1-4a6b-8e09-e9b78bd3d0e8   MTGox Order Loading

Is my order one that might benefit from being manually pushed through like these others?

I'd really love to get my coins at the crash price, that was the whole reason I ordered when I did.  I will lose too much money if I get them at the pre-crash price.

You issue was escalated because it is different then some of these manual push throughs. 

[corvette77]

This was posted on my Mtgox account:

Trading is halted until 2013-04-12 02:00am UTC to allow the market to cooldown following the drop in price. Read more details on the support. Additionally trading fees will not be charged within 48 hours of trading resuming (until 2013-04-14 02:00am UTC).

Someone is controlling the price or wants to. This whole thing is starting to smell fishy. I am glad I have very little money tied up with this. If I want to gamble I will go back to the casino were I know the odds of every game. Watch out guys.

[URSAY]

URSAY,

I have made a order through blockchain.info 4 days ago and don't received any quote ID or order ID. Could you help with this?

My ZipZap acct # is 929681716

Resent your order thru manually.  You may see some results soon.  Thanks! 

URSAY, is there any chance you could try to push mine? I'm on the 4/9 list

Just resent manually.  Also tried this yesterday.  You issue may have to be resolved in another way but we will continue working to find out. 

URSAY, I was on the 4/9 list as well and been patiently waiting!!! Please help a brother out!!

Tried to manual your order yesterday and just now.  Hopefully that will help! 

[URSAY]

If I logged your issue and I don't have your email address then I NEED it.  Send it to me!!!

If you already sent your email then I probably have already.  No need to resend!  Thanks guys!  

URSAY,

Just received a confirmation email but it said was sent to an bitcoin address that is not mine.

Do you have any idea who the address belongs to or why it was sent to this address?

No. But I used bitinstant through blockchain.info to deposit directly into my account. No need to enter my bitcoin address for this order.

Do you know if blockchain.info will transfer to my account later?

I only have your zipzap acct. #.  An order ID # or quote ID # would be very helpful! 

[DM334]

I was recently told that BitInstant uses MtGox's price to sell coins, and that you get the coins at the same price they were when you made your deposit. This is unacceptable as MtGox is frozen at twice the price of the exchange I addressed my deposit to and it has been FIVE hours since I made the deposit. I could have easily made profit by riding the dips on the other exchange, but apparently I will come into the market already having lost 50% of my investment.

Are these things true, and if so, what do you plan to make it right?

[cassiolandim]

If I logged your issue and I don't have your email address then I NEED it.  Send it to me!!!

If you already sent your email then I probably have already.  No need to resend!  Thanks guys!  

The order status shows that it has been completed ok (Order executed - funds deposited at remote exchange) but the money didn't reach my MtGox wallet. Looks a little different from other issues I have seen here. Is my issue a hard one to fix? I was in 4/10 list. A manual push would solve it? The money has been stuck since 4/4...  

OrderID: a99f7297-0755-4db9-b7cb-6ff8a1aba1cc
EventID: bf3571c1-b83c-456c-9c88-5e01064a829b
QuoteID: 72f1070e-221b-4300-a100-014c21475075
DestAccount: M65260315X

You have a GOX code.  Have you tried using it?  What was the result?

Yes I have. This message show when I tried to use it: This code cannot be redeemed (non existing or already used). And I never published this coupon in public.

But the e-mail I received from BitInstant says "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order".

[cea45]

URSAY,

I have made a order through blockchain.info 4 days ago and don't received any quote ID or order ID. Could you help with this?

My ZipZap acct # is 929681716

Resent your order thru manually.  You may see some results soon.  Thanks! 

URSAY, is there any chance you could try to push mine? I'm on the 4/9 list

Just resent manually.  Also tried this yesterday.  You issue may have to be resolved in another way but we will continue working to find out. 

URSAY, I was on the 4/9 list as well and been patiently waiting!!! Please help a brother out!!

Tried to manual your order yesterday and just now.  Hopefully that will help! 

Thank you URSAY!! I haven't gotten anything yet but will definitely keep you updated!!

[bitcoinfiend]

Hello Ursay.. I appreciate your hard work on this...But my order is only 30$, and Im on the 4/10 list...Can you please give me a manual push?

[URSAY]

If I logged your issue and I don't have your email address then I NEED it.  Send it to me!!!

If you already sent your email then I probably have already.  No need to resend!  Thanks guys!  

URSAY,

Just received a confirmation email but it said was sent to an bitcoin address that is not mine.

Do you have any idea who the address belongs to or why it was sent to this address?

No. But I used bitinstant through blockchain.info to deposit directly into my account. No need to enter my bitcoin address for this order.

Do you know if blockchain.info will transfer to my account later?

I only have your zipzap acct. #.  An order ID # or quote ID # would be very helpful!  

Quote ID   f2df2734-36f6-4f70-9a86-ed4a4b30f52f
Event ID   8dda5778-6c55-42b2-b77f-356111208dfd
Fees (inclusive)   3.99%%
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   Bitcoin Address
Destination account   1DoYrZsMsKgQNeNuYQeHUvXYJwaYjUP74V

But the correct bitcoin address is 159f2uMV5SJT1muunbdrfG1nNrikDXVkvq

BitInstant does not auto fill ANY Bitcoin addresses so I don't know where that incorrect address came from.  I do see however that no coins were yet deposited to that address.  It is possible that Blockchain will deposit into that wrong address and then it will go to your correct address.  I do not know their processes.  GOX is likely also effecting your order today.  I would wait a day and then if your issue does not clear up you need to contact support at blockchain.info

Good Luck!  

[URSAY]

I was recently told that BitInstant uses MtGox's price to sell coins, and that you get the coins at the same price they were when you made your deposit. This is unacceptable as MtGox is frozen at twice the price of the exchange I addressed my deposit to and it has been FIVE hours since I made the deposit. I could have easily made profit by riding the dips on the other exchange, but apparently I will come into the market already having lost 50% of my investment.

Are these things true, and if so, what do you plan to make it right?

Execution prices depend on the type of service you used and multiple other current market factors.  If you have further questions or would like to open a ticket check out bitinstant.com/contact

Thanks! 

[Dâniel Fraga]

ALL ISSUES MUST NOW GO THRU...

bitinstant.com/contact

https://www.bitinstant.com/order_status/17784607-c89b-47ed-9042-ea84ec208f00

I already filled the form at the URL above. The answer is (I'm afraid it will take longer than I expect since it's been more than 24 hours since Zipzap confirmed the payment...):

"Thank you for contacting BitInstant support! We are working hard to process your order and resolve your problem. If we need more information from you we will contact you. Otherwise we will process issues in the order in which we received them.

Please understand that increased volume, both on our site and on our partner exchanges, will influence the amount of time that it takes to complete your order. But please rest assured, your funds are safe and will be queued and processed securely. You should expect your funds within 12 hours of depositing
your cash or initiating your transfer. If you have still not received your funds within 24 hours of your transaction time we will escalate this issue for immediate attention.

Please refrain from sending multiple support queries regarding the same issue, it will not expedite our ability to help you and might requeue your request in our system.

Thank you for your patience! Be sure to follow @bitinstanthelp on Twitter for updates about our system queue and any problems we might be having".

[man]

Another Day Without My Money

Yesterday they did the, "Send me a PM and I will get to you" trick and all I got was a, "I will take a look"
This has been going on now since the 4th of April!!

They kept my money on a MtGox Coupon and they don't give it back!!!

Order ID    2fd5ca49-dfce-4810-93a9-ea9a6e2e6b9e
Quote ID    cef3aeef-dae7-4ec3-87d6-7ff5d9ed4ab9
Event ID    a88d7f2a-f405-49b5-bb9e-37d1d35d946a
 
!!!!!

[DM334]

I was recently told that BitInstant uses MtGox's price to sell coins, and that you get the coins at the same price they were when you made your deposit. This is unacceptable as MtGox is frozen at twice the price of the exchange I addressed my deposit to and it has been FIVE hours since I made the deposit. I could have easily made profit by riding the dips on the other exchange, but apparently I will come into the market already having lost 50% of my investment.

Are these things true, and if so, what do you plan to make it right?

Execution prices depend on the type of service you used and multiple other current market factors.  If you have further questions or would like to open a ticket check out bitinstant.com/contact

Thanks! 

I came here because I do not plan on sending another ticket and having myself re-queued. I don't really appreciate the non-answer, or your use of a smilie when talking about my predicament. I think it's pretty easy to see that my next questions will have to be more straightforward, so here goes:

Are you going to charge me $120 for BTCs that are now worth $60-$70?

I used Moneygram through ZipZap and yourself to send BTCs to an address for an exchange I am a member of. What are the implications of these "services" and the "current market conditions" relating to my deposit?

[Bjork]

How would I request a full refund and how would I receive the funds? I don't need the BTC anymore....

[WoodGoat]

Yesterday I placed 3 orders on bitinstant and two of them were delivered but the first one i had placed (chronologically) hasn't come.
I filled out the support form also, and the e-mail said that i should expect my funds within 12 hours which has not been the case, and that after 24 hours (which is rapildy approaching) that my order will be escalated.

Quote ID: f5728afc-4a31-4ecf-b079-9641cdf1e51e
Event ID: 5c0c7543-09c0-4c5b-a384-aa7c51e561af

Any help would be greatly appreciated

[URSAY]

I was recently told that BitInstant uses MtGox's price to sell coins, and that you get the coins at the same price they were when you made your deposit. This is unacceptable as MtGox is frozen at twice the price of the exchange I addressed my deposit to and it has been FIVE hours since I made the deposit. I could have easily made profit by riding the dips on the other exchange, but apparently I will come into the market already having lost 50% of my investment.

Are these things true, and if so, what do you plan to make it right?

Execution prices depend on the type of service you used and multiple other current market factors.  If you have further questions or would like to open a ticket check out bitinstant.com/contact

Thanks! 

I came here because I do not plan on sending another ticket and having myself re-queued. I don't really appreciate the non-answer, or your use of a smilie when talking about my predicament. I think it's pretty easy to see that my next questions will have to be more straightforward, so here goes:

Are you going to charge me $120 for BTCs that are now worth $60-$70?

I used Moneygram through ZipZap and yourself to send BTCs to an address for an exchange I am a member of. What are the implications of these "services" and the "current market conditions" relating to my deposit?

I'm sorry but I have no previous issues logges with you.  All support issues not go thru btinstant.com/contact

Often times the issues that you might think are "simple" are not that simple.  Thanks for your understanding! 

[URSAY]

How would I request a full refund and how would I receive the funds? I don't need the BTC anymore....

You can send a refund request to...

bitinstant.com/contact

Thanks!