Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

People I highly suggest you think twice about using bitinstant again. Then think again. It's all very nice that some of you are getting your issues resolved, but eventually the gig will be up and they will burn all of you. I have been waiting since November for my issue to be resolved. I suspect that I will never see that money. It's not enough to go to court over, though I have spent a lot of time and energy trying to get it fixed. You might get this issue fixed (complain on reddit, that seems to be working for many) but the next time may be the time they chose to take your money. I am not the only one that has been waiting for a long time, that has been subject of Charlies lies and scams. Stupidly I didn't do enough research and didn't pay attention to the negatives bit"instant" was getting. Do not be stupid like me, do not use bit"instant" again. They will scam you eventually. Each and everyone of you that continues to use their "service" will get burned.

Seems rather counter productive that you'd rather just complain then open a ticket with me so I can help resolve your issue.  But that is your choice! 

You ask Mr. Charlie to open a ticket. He knows damn well about me and the issue. I've already spent plenty of time and energy trying to get this resolved. 6 months now. I still have the emails from both the above mentioned stating that my issue would be resolved, that "they were working on it". From December 12! The only productivty I'm trying to get out of thus is to warn people off. I'm not blaming you, you haven't lied to me yet. But the company you work for is a scam.

If your issue is indeed 6 months old I would be happy to take a look at it myself NOW.  Order ID #? 

[URSAY]

Now Bitinstant only will pay to Mtgox (they removed all other options including bitcoin address). Why remove the option to send bitcoin to a specific bitcoin address? What's the advantage? I have a order waiting to process, waiting for bitcoins to go to my wallet... Does it mean it will not be more possible?

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

Gox halting trading changed the market today.  Many of BitInstant's features will be back soon...along with some new tricks! 

[URSAY]

I too had a deposit that went to the wrong Mt Gox account, in November. I actuly got Rachel and Charlie to respond to my emails for a few weeks. Mt. Gox has always been responsive at least.  My funds were frozen, they were going to fix it, blah blah blah. Computer issues, then someone in Japan was deathly ill. Then....nothing. I'm telling you, they;re going to steal your money. Do not use bit instant again!

Have an order ID #?

[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".

[URSAY]

Why does your site require me to pick a location to deposit and it lists all these weird bodega shops and ez cash places....I want to deposit at a Wells Fargo like I use to to a btc addy....having so much difficulty very strange please any info would help me.

Sorry!  That's a service that is not currently available. 

[URSAY]

Moneygramed to zipzap to bitinstant purchase never made it to Mt Gox. I maxed the purchase at $500 and it has been in limbo for over a week with no responses to my emails. OrderID: 7f3d1931-c206-4c33-af06-0985c0a506f1 QuoteID: 2f15e57f-6aeb-4c56-b9fa-c63b52b21529

I received an email reply instantly sayng the order has been executed, why?  Here it is:

"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: 7f3d1931-c206-4c33-af06-0985c0a506f1
EventID: a064898d-c7e0-48de-bc62-9679d13631fd
DestAccount: M32344963X
QuoteID: 2f15e57f-6aeb-4c56-b9fa-c63b52b21529
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365003878.91
APIResponse: MTGOX-USD-BA822-KGD32-ZLP94-D65A3
FundsSent: $480.05 USD"

You can log your support issues at bitinstant.com/contact

[URSAY]

I have not received my BTC after 5 hours. I noticed a lot of people are having problems with bitinstant. I tried to fill out the contact form on your site but since I went though zipzap I never received a quote ID. I made a cash deposit of $68.95 (includes zipzap fee) to moneygram -> Zipzap (confirmed payment went through) -> Bitinstant -> Blockchain my wallet (Still haven't received the coins, The website is called https://blockchain.info/wallet/). All the info I have is from zipzap: Amount to Pay: $68.95 Account Number: 980134076. I went back to blockchain wallet and noticed that I get an error -Invalid Exchange- when I try to make a new cash deposit through bitinstant on the blockchain.info/wallet website. Bitinstant has never failed me in the past and I have used it multiple times before hand. I really hope someone could help me out. Thanks!

Go back in your web browser's history to get your quote ID #! 

[DM334]

Got my BTCs at 91.7 each. Thanks!

[lifted1]

Um.. I figured I'd add to the list of missing deposits. Deposit made on march 28. Several emails and support queries later, I found this site/thread. I hadn't realized there were soooo many issues. I would like to get my $400 back, so here's my info, for what it's worth.

OrderID: 412773bf-8dc9-4316-99be-317fe346947e

EventID: 533b516c-5f6c-47de-8064-27e10ebd8e32

QuoteID: 2576aab2-2f9e-4897-9b72-daa1a69f62fc


Please Charlie, it's been 2 weeks. $400 is a lot of money for me right now. I placed my order when btc was $85, ahead of what I knew was an imminent rise in value. I don't need to tell you how disappointed that makes me. Either way, I'd just really like to recover my money. I realize I'm on a list, but so long as I'm actually on a list of people getting their money back, I will remain patient. Thanks a lot.

Please submit your support request at bitinstant.com/contact

We have been solving a lot of support issues recently and we hope to quicken response times soon.  Thanks for your patience!

Yes sir, I did, but believe me, after 2 weeks I just wanted to make sure SOMEONE from Bitinstant was paying attention to me. You're the 4th support screen name I've "spoken " with. I didn't realize til tonight that the situation was sooooo vast and I may or may not have lost my patience  due to feeling like I was being robbed. I get it now.... there has been a serious issue. This shit happens, and so long as I do indeed get my money back I will post in all the forums that I've been involved with that you guys made good. For the record, you are the first support agent I have seen apologize to or thank anyone. That goes a long way, believe me. Thank you.

[justtired]

I too would like my money. Don;t bother asking me to open a ticket, or bitinstantcontact, or read your signiture . I know that bitinstant has no intentions of ever giving me my money back, and I'm not wasting my time just so you can tell me "There's nothing we can do".  . Please ask Charlie about my issue. Read my posts and his replys on this forum. Its been 6 frigging months and your asking me to open a ticket or some shit? Ask Charlie for all the emails we exchanged and then come and tell me how glad you are to be working for this slimeball and this ponsi scheme.

Do not use bitinstant again. They will steal your money. Maybe you get lucky this time and get your money back, but eventully it's going to collabse.

[corvette77]

Resent Info to support I received this. Hope it's true.

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.

[URSAY]

Ursay you tried to do a couple of  manual pushes to my account at Mtgox how about if you do a push to my pay pal account. You have my E-mail so I can get my money and get of this nightmare. I am on the April 9th list.  

You issue does not have this same type of solution.  Sorry!

[URSAY]

GOX halted trading today so it was an unusual day in the Bitcoin world.  We will be back up with even more new features soon! 

Ursay, do you have at list a time limit to when I can get my bitcoins?

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

At least a hint? Tomorrow? Weekend? Next week? The bitinstant contact just returns a standard message. If you could reply, I'd be grateful.

Honestly it depends on the type of issue that you have and what caused it.  It's difficult to give any ETAs currently with such a large back log and massive trading volume.

[corvette77]

Ursay you tried to do a couple of  manual pushes to my account at Mtgox how about if you do a push to my pay pal account. You have my E-mail so I can get my money and get of this nightmare. I am on the April 9th list.  

You issue does not have this same type of solution.  Sorry!

Can you tell me what my issue are ? 

[URSAY]

Hello Ursay,
   I just want to please be on record with my info regarding my 2 week old missing money. I'm having same issue as many. My funds never got deposited to Gox. I understand it will take time. I would just please ask for an acknowledgement that you've read this, and assurance that I will eventually receive my deposit. Thanks in advance for your response. I realize you've been busy....

Deposit date: March 28

OrderID: 412773bf-8dc9-4316-99be-317fe346947e
EventID: 533b516c-5f6c-47de-8064-27e10ebd8e32
QuoteID: 2576aab2-2f9e-4897-9b72-daa1a69f62fc

I see that your order executed.  Have you tried your GOX code?  It's listed as API response in your confirmation email.  Let me know what you find! 

[URSAY]

Can you submit without these details?  Perhaps maybe you have a zipzap account #?

Ursay, could you check mine? Zipzap already confirmed my payment...

Account Number: 543030209

Just gave it a push.  You MAY see some results soon. 

[justtired]

Good Luck everyone! I hope you've learned your lesson....

[URSAY]

URSAY, when you said my problem had been escalated, does that mean you are no longer doing anything to help me get what I paid for?

I've been in contact with Gareth, and at least he was able to give me a straight answer. Here is a portion of what he told me:

> MtGox resumes trading in just over 4 hours, at which point queued
> orders should execute..."

When can I expect my order to go through? My event log says this

Wed Apr 10 21:19:41 2013   f0c80d72-6fd1-4a6b-8e09-e9b78bd3d0e8   MTGox Order Loading

What does this mean to me and when can I get what I paid for.

Your order may go thru when Gox resumes.  If it does not then we will have to continue looking into your issue.  Thanks for your patience! 

[URSAY]

Hello again! I'd like my BTCs already please! Thanks!

I've given you a support option multiple times.

bitinstant.com/contact

Please be patient as any issue takes time to resolve.  Thanks! 

[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!  

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".

I'm sorry about the wording regarding the Gox codes.  It's something development is working to fix.

We will need to cancel your old Gox code and reissue you a new code.  Thanks for your patience while we get to your issue.