Official Newbie BitInstant Support Thread (Active Customer Support)

[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! 

I'm quite sure you have a ticket with me.

OrderID: 3105411e-7cf2-48f7-89e8-daea642f270a
EventID: 371eca74-a6f6-4e5c-b5e3-ba27dc46e137
DestAccount: 17c6wZgwj25wDGgTehy8nEQYcFeYkkvhwN
QuoteID: 2dff9991-bb33-4456-983b-e6de3c478f6e
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365695299.96
APIResponse: {'Transaction_id': u'5166dac63fa78d0832121de4'}
FundsSent: $355.237 USD

I would appreciate it if you stopped treating me like a child and gave me honest, straightforward answers. Simplicity is not a requirement.

I'm sorry but you are not on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

[Singlebyte]

Another day almost over and I have not seen/heard anything from bitinstant.com.  Could someone see if they can look into my support ticket.

Thanks

Your first issue was resolved.  Your second issue will take a bit more time.  Please be patient.  Thanks!  

Ok... Will be a little more patient.  But it has been 4 days now since the original failed transaction.  2nd support ticket was open 4/9.  

Thanks

[FYourself]

I submitted a ticket at bitinstant.com/support as per URSAY's request a while ago. How long will i have to wait for a response?
it's been a few hours.

[URSAY]

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

All support requests now go thru...

bitinstant.com/contact

Thanks!  

That is the point though, I did that, and the email I received in response stated that I should have my funds within 12 hours, and that escalation would occur after 24. The e-mail instructed me not to do it more than the one time I did otherwise I could lose my position in Queue. Currently the only other ways I know to get in contact with you guys is here or via the telephone number but I am unsure of whether this qualifies as an "emergency" yet.

If you have already logged your issue then please be patient while we work on it!  Thanks! 

[man]

Another day almost over and I have not seen/heard anything from bitinstant.com.  Could someone see if they can look into my support ticket.

Thanks

Your first issue was resolved.  Your second issue will take a bit more time.  Please be patient.  Thanks!  

Ok... Will be a little more patient.  But it has been 4 days now since the original failed transaction.  2nd support ticket was open 4/9.  

Thanks

Here is a great example of Bias:

My problem was on April 4th and I have had absolutely no real solution in all that time!!

I go online earlier this afternoon and ask for an update and I get not even a response!!!

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

Where is the justice??

[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! 

Hi URSAY...its been over an hour now since you said you manually pushed my order through but I still dont have any bticoins in my wallet! Just letting you know...thanks

[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?

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! 

I'm quite sure you have a ticket with me.

OrderID: 3105411e-7cf2-48f7-89e8-daea642f270a
EventID: 371eca74-a6f6-4e5c-b5e3-ba27dc46e137
DestAccount: 17c6wZgwj25wDGgTehy8nEQYcFeYkkvhwN
QuoteID: 2dff9991-bb33-4456-983b-e6de3c478f6e
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365695299.96
APIResponse: {'Transaction_id': u'5166dac63fa78d0832121de4'}
FundsSent: $355.237 USD

I would appreciate it if you stopped treating me like a child and gave me honest, straightforward answers. Simplicity is not a requirement.

I'm sorry but you are not on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

You're not going to get me to re-queue myself. I know how these things work, and I refuse to put up with this.

https://i.imgur.com/gA8K9hd.png

Check the email or do whatever you else is necessary, but give me support.

Also, are you trying to say that I don't have an issue logged, meaning it was deleted? I obviously logged an issue.

[URSAY]

I submitted a ticket at bitinstant.com/support as per URSAY's request a while ago. How long will i have to wait for a response?
it's been a few hours.

Due to high volume and a large back log of customer issues we can not realistically provide any ETAs.  Thanks!  

[Singlebyte]

Sorry for duplicate posts.  Forum is bogging and when I hit post it apparently sent duplicates.

[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! 

I'm quite sure you have a ticket with me.

OrderID: 3105411e-7cf2-48f7-89e8-daea642f270a
EventID: 371eca74-a6f6-4e5c-b5e3-ba27dc46e137
DestAccount: 17c6wZgwj25wDGgTehy8nEQYcFeYkkvhwN
QuoteID: 2dff9991-bb33-4456-983b-e6de3c478f6e
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365695299.96
APIResponse: {'Transaction_id': u'5166dac63fa78d0832121de4'}
FundsSent: $355.237 USD

I would appreciate it if you stopped treating me like a child and gave me honest, straightforward answers. Simplicity is not a requirement.

I'm sorry but you are not on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

You're not going to get me to re-queue myself. I know how these things work, and I refuse to put up with this.

https://i.imgur.com/gA8K9hd.png

Check the email or do whatever you else is necessary, but give me support.

Also, are you trying to say that I don't have an issue logged, meaning it was deleted? I obviously logged an issue.

I used to log issues here on the forums and then add them to our support system.  I am no longer doing that.  If I personally have not logged your issue in the past then you will need to log your issue with bitinstant.com/contact

[URSAY]

Sorry for duplicate posts.  Forum is bogging and when I hit post it apparently sent duplicates.

I'm glad you at least notice and care. 

These forums can be up and down on any given day so I totally understand.  No worries.

[spiritglove]

I have 2 transactions that were placed at Blockchain.info and processed by Bitinstant. I have been patiently waiting for Clair of ZipZap (ZipZap Ticket # 3408) to give me the Merchant ID Number for these to payments to bit instant, she has not yet provided that information. ZipZap has suggested that I contact Bitinstant.
 The following is the Account information  I received during the transaction:
 The 1st. is:

Amount to Pay: $503.95
Receive Code: 9611
Account Number: 543931851

and the second is :

Amount to Pay: $128.95
Receive Code: 9611
Account Number: 649149804

 I need the Merchant Order ID number
 I have not received these funds. I do have another transaction pending resolve on the 4/10 list.
 These two transactions are completely different issues.
 Email billhill24@yahoo.com

[Nachtwind]

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! 

I'm quite sure you have a ticket with me.

OrderID: 3105411e-7cf2-48f7-89e8-daea642f270a
EventID: 371eca74-a6f6-4e5c-b5e3-ba27dc46e137
DestAccount: 17c6wZgwj25wDGgTehy8nEQYcFeYkkvhwN
QuoteID: 2dff9991-bb33-4456-983b-e6de3c478f6e
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365695299.96
APIResponse: {'Transaction_id': u'5166dac63fa78d0832121de4'}
FundsSent: $355.237 USD

I would appreciate it if you stopped treating me like a child and gave me honest, straightforward answers. Simplicity is not a requirement.

I'm sorry but you are not on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

You're not going to get me to re-queue myself. I know how these things work, and I refuse to put up with this.

https://i.imgur.com/gA8K9hd.png

Check the email or do whatever you else is necessary, but give me support.

Also, are you trying to say that I don't have an issue logged, meaning it was deleted? I obviously logged an issue.

I used to log issues here on the forums and then add them to our support system.  I am no longer doing that.  If I personally have not logged your issue in the past then you will need to log your issue with bitinstant.com/contact

how do we know if we are in the system?

[spiritglove]

I have 2 transactions that were placed at Blockchain.info and processed by Bitinstant. I have been patiently waiting for Clair of ZipZap (ZipZap Ticket # 3408) to give me the Merchant ID Number for these to payments to bit instant, she has not yet provided that information. ZipZap has suggested that I contact Bitinstant.
 The following is the Account information  I received during the transaction:
 The 1st. is:

Amount to Pay: $503.95
Receive Code: 9611
Account Number: 543931851

and the second is :

Amount to Pay: $128.95
Receive Code: 9611
Account Number: 649149804

 I need the Merchant Order ID number
 I have not received these funds. I do have another transaction pending resolve on the 4/10 list.
 These two transactions are completely different issues.
 Email billhill24@yahoo.com

 I finally got a email from ZipZap my 2 missing Merchant  Order ID Numbers are as Follows:



Your request (#3408) has been updated.

Claire Roberts (ZipZap)

Apr 11 13:39 (PDT)

Here goes:

Amount to Pay: $503.95
Receive Code: 9611
Account Number: 543931851
Merchant order ID
184b1fc3-5408-4892-85f1-19d7bfeecd7e

Amount to Pay: $128.95
Receive Code: 9611
Account Number: 649149804
Merchant order ID
815b80bb-a167-4274-a6a7-cc024000ae65

Reply to this email or click the link below:
http://support.zipzapinc.com/tickets/3408
This email is a service from ZipZap. Delivered by Zendesk.
Message-Id:TK6NC0XN_51671f896c454_491

[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?

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! 

I'm quite sure you have a ticket with me.

OrderID: 3105411e-7cf2-48f7-89e8-daea642f270a
EventID: 371eca74-a6f6-4e5c-b5e3-ba27dc46e137
DestAccount: 17c6wZgwj25wDGgTehy8nEQYcFeYkkvhwN
QuoteID: 2dff9991-bb33-4456-983b-e6de3c478f6e
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365695299.96
APIResponse: {'Transaction_id': u'5166dac63fa78d0832121de4'}
FundsSent: $355.237 USD

I would appreciate it if you stopped treating me like a child and gave me honest, straightforward answers. Simplicity is not a requirement.

I'm sorry but you are not on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

You're not going to get me to re-queue myself. I know how these things work, and I refuse to put up with this.

https://i.imgur.com/gA8K9hd.png

Check the email or do whatever you else is necessary, but give me support.

Also, are you trying to say that I don't have an issue logged, meaning it was deleted? I obviously logged an issue.

I used to log issues here on the forums and then add them to our support system.  I am no longer doing that.  If I personally have not logged your issue in the past then you will need to log your issue with bitinstant.com/contact

My patience is wearing thin. I just posted a picture showing an email I received after filling out the form you keep linking.

[man]

Another day almost over and I have not seen/heard anything from bitinstant.com.  Could someone see if they can look into my support ticket.

Thanks

Your first issue was resolved.  Your second issue will take a bit more time.  Please be patient.  Thanks!  

Ok... Will be a little more patient.  But it has been 4 days now since the original failed transaction.  2nd support ticket was open 4/9.  

Thanks

Here is a great example of Bias:

My problem was on April 4th and I have had absolutely no real solution in all that time!!

I go online earlier this afternoon and ask for an update and I get not even a response!!!

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

Where is the justice??

AND NOW THIS GUY WON'T EVEN RESPOND TO MY REQUEST5 FOR UPDATES?  

I EVEN SENT A PM JUST ASKING FOR A SIMPLE UPDATE AND I GET NO RESPONSE???

WHY?

[URSAY]

I have 2 transactions that were placed at Blockchain.info and processed by Bitinstant. I have been patiently waiting for Clair of ZipZap (ZipZap Ticket # 3408) to give me the Merchant ID Number for these to payments to bit instant, she has not yet provided that information. ZipZap has suggested that I contact Bitinstant.
 The following is the Account information  I received during the transaction:
 The 1st. is:

Amount to Pay: $503.95
Receive Code: 9611
Account Number: 543931851

and the second is :

Amount to Pay: $128.95
Receive Code: 9611
Account Number: 649149804

 I need the Merchant Order ID number
 I have not received these funds. I do have another transaction pending resolve on the 4/10 list.
 These two transactions are completely different issues.
 Email billhill24@yahoo.com

I'm sorry but I have none of this info from you on my support lists.  You will need to file a formal support request at...

bitinstant.com/contact

[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! 

I'm quite sure you have a ticket with me.

OrderID: 3105411e-7cf2-48f7-89e8-daea642f270a
EventID: 371eca74-a6f6-4e5c-b5e3-ba27dc46e137
DestAccount: 17c6wZgwj25wDGgTehy8nEQYcFeYkkvhwN
QuoteID: 2dff9991-bb33-4456-983b-e6de3c478f6e
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365695299.96
APIResponse: {'Transaction_id': u'5166dac63fa78d0832121de4'}
FundsSent: $355.237 USD

I would appreciate it if you stopped treating me like a child and gave me honest, straightforward answers. Simplicity is not a requirement.

I'm sorry but you are not on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

You're not going to get me to re-queue myself. I know how these things work, and I refuse to put up with this.

https://i.imgur.com/gA8K9hd.png

Check the email or do whatever you else is necessary, but give me support.

Also, are you trying to say that I don't have an issue logged, meaning it was deleted? I obviously logged an issue.

I used to log issues here on the forums and then add them to our support system.  I am no longer doing that.  If I personally have not logged your issue in the past then you will need to log your issue with bitinstant.com/contact

how do we know if we are in the system?

You would know because you went to bitinstant.com/contact and submitted your issue.  This sends a response which confirms your support request.

[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?

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! 

I'm quite sure you have a ticket with me.

OrderID: 3105411e-7cf2-48f7-89e8-daea642f270a
EventID: 371eca74-a6f6-4e5c-b5e3-ba27dc46e137
DestAccount: 17c6wZgwj25wDGgTehy8nEQYcFeYkkvhwN
QuoteID: 2dff9991-bb33-4456-983b-e6de3c478f6e
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365695299.96
APIResponse: {'Transaction_id': u'5166dac63fa78d0832121de4'}
FundsSent: $355.237 USD

I would appreciate it if you stopped treating me like a child and gave me honest, straightforward answers. Simplicity is not a requirement.

I'm sorry but you are not on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

You're not going to get me to re-queue myself. I know how these things work, and I refuse to put up with this.

https://i.imgur.com/gA8K9hd.png

Check the email or do whatever you else is necessary, but give me support.

Also, are you trying to say that I don't have an issue logged, meaning it was deleted? I obviously logged an issue.

I used to log issues here on the forums and then add them to our support system.  I am no longer doing that.  If I personally have not logged your issue in the past then you will need to log your issue with bitinstant.com/contact

how do we know if we are in the system?

You would know because you went to bitinstant.com/contact and submitted your issue.  This sends a response which confirms your support request.

Like the one I POSTED A PICTURE OF?

[FYourself]

are we supposed to receive a response when we submit to a ticket bitinstant.com/support