Official Newbie BitInstant Support Thread (Active Customer Support)

[andymilly]

deposited funds using ZipZap on Sunday, April 7, and still have yet to receive funds. Emailed and no reply for over a week. I filled out a form on the contact page and received an email saying that you processed my order, but still have not received funds!




My quote ID: 76c3afbf-da86-4479-94c7-2105bb804c68
My event ID: a027c488-731c-4748-98d8-2cab59808191
My ZipZap account # that was on the ticket: 878015460
Funds origin: cash - $350
Desired funds destination: bitcoin address
(let me know if you need my address again).
thanks!

Looks like your order went thru...

https://blockchain.info/address/12kXeWoqLf8hUGEKt9DSJTbKGZDb8iVLqY

I received $26.85 less than what I paid for and was supposed to receive ..

[URSAY]

Ursay, is no one working on orders that are going into paypal?  My money has been stuck for 9 days now.  I have created a support ticket, but I have heard nothing at all.  Is there any way you can manually push this through?  If not, can you just cancel the transfer and put the funds back into MtGox?  Either one would be great.

OrderID: 685358d4-20e3-46a1-a2b2-005384e737d9
EventID: 650e435a-be63-410f-9a68-e03c4f0c037f
DestAccount: eldon@emathias.com
QuoteID: afe2c761-5348-445b-a66b-88dacbf9aacd
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365237939.13
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $113.072 USD

Unfortunately I am unable to fix PP issues so I have to escalate.  I know that it is very high priority right now.

[edit] I am being told this is working...I believe it's just a matter of getting the old issues thru the queue

[URSAY]

deposited funds using ZipZap on Sunday, April 7, and still have yet to receive funds. Emailed and no reply for over a week. I filled out a form on the contact page and received an email saying that you processed my order, but still have not received funds!




My quote ID: 76c3afbf-da86-4479-94c7-2105bb804c68
My event ID: a027c488-731c-4748-98d8-2cab59808191
My ZipZap account # that was on the ticket: 878015460
Funds origin: cash - $350
Desired funds destination: bitcoin address
(let me know if you need my address again).
thanks!

Looks like your order went thru...

https://blockchain.info/address/12kXeWoqLf8hUGEKt9DSJTbKGZDb8iVLqY

I received $26.85 less than what I paid for and was supposed to receive ..

Can you help me understand you issue more and provide me with more details?  What did you think your execution price should be?  Are you aware of transaction fees that are listed on our website?

[lifted1]

Ursay, is no one working on orders that are going into paypal?  My money has been stuck for 9 days now.  I have created a support ticket, but I have heard nothing at all.  Is there any way you can manually push this through?  If not, can you just cancel the transfer and put the funds back into MtGox?  Either one would be great.

OrderID: 685358d4-20e3-46a1-a2b2-005384e737d9
EventID: 650e435a-be63-410f-9a68-e03c4f0c037f
DestAccount: eldon@emathias.com
QuoteID: afe2c761-5348-445b-a66b-88dacbf9aacd
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365237939.13
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $113.072 USD

Unfortunately I am unable to fix PP issues so I have to escalate.  I know that it is very high priority right now.

 

[silient]

Hey, I made three orders to transfer to my mt gox account. Only three went through. I made a mistake when sending funds and misspelled my email. I also neglected to save the quote ID etc.
I DO have the receipt from wiring the money. including reference I.D. account number etc.

Providing any info is helpful.

Also logging your issue at bitinstant.com/contact will make sure that you are in our support queue.

Alright.
 
Date of transfer
04//12/13 Time 23:16:14 (Eastern standard time)
Reference number :23438824
order amount: $498.93 (Not including zipzap fee)
Do you want the zipzap biller information?

And yes. I'm in the support sytem.

Got a zipzap acct. # ?

Yes.
Its 754 049 468

[URSAY]

Hey, I made three orders to transfer to my mt gox account. Only three went through. I made a mistake when sending funds and misspelled my email. I also neglected to save the quote ID etc.
I DO have the receipt from wiring the money. including reference I.D. account number etc.

Providing any info is helpful.

Also logging your issue at bitinstant.com/contact will make sure that you are in our support queue.

Alright.
 
Date of transfer
04//12/13 Time 23:16:14 (Eastern standard time)
Reference number :23438824
order amount: $498.93 (Not including zipzap fee)
Do you want the zipzap biller information?

And yes. I'm in the support sytem.

Got a zipzap acct. # ?

Yes.
Its 754 049 468

Gave your order a manual push!  You may see some results soon. 

[andymilly]

deposited funds using ZipZap on Sunday, April 7, and still have yet to receive funds. Emailed and no reply for over a week. I filled out a form on the contact page and received an email saying that you processed my order, but still have not received funds!




My quote ID: 76c3afbf-da86-4479-94c7-2105bb804c68
My event ID: a027c488-731c-4748-98d8-2cab59808191
My ZipZap account # that was on the ticket: 878015460
Funds origin: cash - $350
Desired funds destination: bitcoin address
(let me know if you need my address again).
thanks!

Looks like your order went thru...

https://blockchain.info/address/12kXeWoqLf8hUGEKt9DSJTbKGZDb8iVLqY

I received $26.85 less than what I paid for and was supposed to receive ..

Can you help me understand you issue more and provide me with more details?  What did you think your execution price should be?  Are you aware of transaction fees that are listed on our website?

deposited $350 in cash (not counting ZipZap fee) and my quote from you guys has the amount I should receive as $336.035. I received $309.18.
could this maybe be due to a decrease in the price of a bitcoin? but even so, I received the coins today surely it could not have brought my dollar amount down that much.

[Bjork]

I wish mine could be manually pushed through.... was Zip-Zap so I don't see why not!  It's been over a week now and I could really use that money!

ACC #: 858 617 483

[silient]

Hey, I made three orders to transfer to my mt gox account. Only three went through. I made a mistake when sending funds and misspelled my email. I also neglected to save the quote ID etc.
I DO have the receipt from wiring the money. including reference I.D. account number etc.

Providing any info is helpful.

Also logging your issue at bitinstant.com/contact will make sure that you are in our support queue.

Alright.
 
Date of transfer
04//12/13 Time 23:16:14 (Eastern standard time)
Reference number :23438824
order amount: $498.93 (Not including zipzap fee)
Do you want the zipzap biller information?

And yes. I'm in the support sytem.

Got a zipzap acct. # ?

Yes.
Its 754 049 468

Gave your order a manual push!  You may see some results soon. 

Thank you! When should i check back in here if I don't receive funds?

[URSAY]

deposited funds using ZipZap on Sunday, April 7, and still have yet to receive funds. Emailed and no reply for over a week. I filled out a form on the contact page and received an email saying that you processed my order, but still have not received funds!




My quote ID: 76c3afbf-da86-4479-94c7-2105bb804c68
My event ID: a027c488-731c-4748-98d8-2cab59808191
My ZipZap account # that was on the ticket: 878015460
Funds origin: cash - $350
Desired funds destination: bitcoin address
(let me know if you need my address again).
thanks!

Looks like your order went thru...

https://blockchain.info/address/12kXeWoqLf8hUGEKt9DSJTbKGZDb8iVLqY

I received $26.85 less than what I paid for and was supposed to receive ..

Can you help me understand you issue more and provide me with more details?  What did you think your execution price should be?  Are you aware of transaction fees that are listed on our website?

deposited $350 in cash (not counting ZipZap fee) and my quote from you guys has the amount I should receive as $336.035. I received $309.18.
could this maybe be due to a decrease in the price of a bitcoin? but even so, I received the coins today surely it could not have brought my dollar amount down that much.

Logged.  We will have to research your issue thanks.

[URSAY]

I wish mine could be manually pushed through.... was Zip-Zap so I don't see why not!  It's been over a week now and I could really use that money!

ACC #: 858 617 483

Manually pushed 4/10 and just now. 

[URSAY]

Hey, I made three orders to transfer to my mt gox account. Only three went through. I made a mistake when sending funds and misspelled my email. I also neglected to save the quote ID etc.
I DO have the receipt from wiring the money. including reference I.D. account number etc.

Providing any info is helpful.

Also logging your issue at bitinstant.com/contact will make sure that you are in our support queue.

Alright.
 
Date of transfer
04//12/13 Time 23:16:14 (Eastern standard time)
Reference number :23438824
order amount: $498.93 (Not including zipzap fee)
Do you want the zipzap biller information?

And yes. I'm in the support sytem.

Got a zipzap acct. # ?

Yes.
Its 754 049 468

Gave your order a manual push!  You may see some results soon. 

Thank you! When should i check back in here if I don't receive funds?

Ask for another push with your zipzap # in 24 hours. 

[kangaroos]

Can you manually push mine? Its been 70+ hours and I have received nothing. I submitted a ticket to support on Saturday.

Quote ID: 8220533f-76bb-4b3f-965d-eca8d0547b6e
Destination exchange: MtGox
MtGox Account: M6972236X
Amount: $500.00

ZipZap Account: 839108974

https://www.bitinstant.com/order_status/8220533f-76bb-4b3f-965d-eca8d0547b6e

[URSAY]

Can you manually push mine? Its been 70+ hours and I have received nothing. I submitted a ticket to support on Saturday.

Quote ID: 8220533f-76bb-4b3f-965d-eca8d0547b6e
Destination exchange: MtGox
MtGox Account: M6972236X
Amount: $500.00

ZipZap Account: 839108974

https://www.bitinstant.com/order_status/8220533f-76bb-4b3f-965d-eca8d0547b6e

PUSHED! 

[nate187]

I've had a ticket open since March 26, and have only seen one email from BitInstant. I keep emailing support@bitinstant.ladesk.com and support@bitinstant.com asking for an update, but nobody ever responds.

My ticket number IMY-ISLWK-987

Its been 20 days... Any chance somebody could take a look at this? In my ticket with MtGox they said that BitInstant will have to route the funds to the correct account.


 

[dannnk]

Can you please look int my issues?
I posted here on the 9th and sometime later was told I was added to the support queue but never heard anything after that.

I emailed you, like you asked, and you emailed me back saying I was in the support queue but never heard anything after that.

I then went to the contact page on the bitinstant page and filled out those forms, got a automated reply saying it would be looked into, and never heard anything back.

Can you please look into these?

I tried to send $250.00 directly to Bitstamp. (ZipZap already took its 3.95 and confirmed it sent you the rest)

OrderID: 8af24270-f2a1-4e84-8bb7-6a77cc88f13a
EventID: 824b6fb6-82aa-4dfa-ba77-f546dbab18ea
QuoteID: 00610994-aa35-4617-8446-c22ea6185b65

And this one for $30 which was a transfer rom Dwolla to Bitstamp.The money was removed from my Dwolla account, but never added to my BitStamp account.

OrderID: 1b6597e2-f9ac-4890-ab87-f5e482ff6eb1
EventID: 23457d6f-82bf-46e7-882a-c7a97433534e
QuoteID: 57b27beb-381a-4cbc-ad9d-5358677f49c4

Thank you for your attention in the matter.

zipzap acct. # ?

565540010

Gave your order a manual push!  I hope you see some results soon! 

Still nothing.

[andymilly]

deposited funds using ZipZap on Sunday, April 7, and still have yet to receive funds. Emailed and no reply for over a week. I filled out a form on the contact page and received an email saying that you processed my order, but still have not received funds!




My quote ID: 76c3afbf-da86-4479-94c7-2105bb804c68
My event ID: a027c488-731c-4748-98d8-2cab59808191
My ZipZap account # that was on the ticket: 878015460
Funds origin: cash - $350
Desired funds destination: bitcoin address
(let me know if you need my address again).
thanks!

Looks like your order went thru...

https://blockchain.info/address/12kXeWoqLf8hUGEKt9DSJTbKGZDb8iVLqY

I received $26.85 less than what I paid for and was supposed to receive ..

Can you help me understand you issue more and provide me with more details?  What did you think your execution price should be?  Are you aware of transaction fees that are listed on our website?

deposited $350 in cash (not counting ZipZap fee) and my quote from you guys has the amount I should receive as $336.035. I received $309.18.
could this maybe be due to a decrease in the price of a bitcoin? but even so, I received the coins today surely it could not have brought my dollar amount down that much.

Logged.  We will have to research your issue thanks.

Thanks, I appreciate it.

[ericablabla]

Hi, I have been waiting since April 4th for my transaction to be processed. I was on your 4/6 list, have sent several emails, (including to bitinstant.com/contact) but have not received any type of meaningful response. I am resending my info below.

OrderID: c0b1f990-fbe2-40a9-971e-b147481cb9bb
EventID: a7c01786-0069-433b-b380-06b706130383
DestAccount: [omitted]
QuoteID: b9a53f4d-a15f-4af4-b9da-643ffe52690b
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365117747.01
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $228.93264896 USD

Can you please push this through??? Thank you.

[Vict0ar]

I will probably looking further into some logged price execution issues as well.  I will likely be asking for users with this issue to tell me exactly what they are owed and the Bitcoin address to send the funds to.

How do we determine exactly what we are owed?  Does the price lock in when we execute the order, or when ZipZap processes the order, or some other time?

If you had us execute the BTC order then give me the BTC price at the time of your order.  Figure out what you received and do the math to tell us what we owe you.  Obviously the more info you can provide us with the better. 

My order time was Friday 4/12/2013 at 1:35 Eastern Standard Time.  This corresponds with a MtGox time of 15:35.  This screenshot shows the MtGox prices for that hour.

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

If there is a way to figure out the exact time, then hopefully someone lets us know and I will find that out.  Otherwise, it seems the most fair to simply use the average of the high and low which is $71.75/BTC.

I bought $476.257605 USD worth of BTC which, divided by 71.75, means I should receive 6.63773666 BTC.  I was only given 3.70151298 BTC so I am due 6.63773666-3.70151298 = 2.93622367 BTC

Please send to Bitcoin address 15954yNfL1wVx7arByXuA215kY9BnVWBqb

Here is more info from this order:

On 4/12/2013 I initiated a cash deposit to bitcoin address at 1:35PM Eastern Standard Time.  It was for $496.05.  After Bitinstant fees, I was to recieve $476.257605 worth of BTC to the address 1Kw8rrHypsDx6YBr98mVcfgpHLPv44Awxj

Quote ID    0a3eda29-de7b-4f86-9087-922569b2fdea
Event ID    d01ff15e-8413-453e-b92a-93bc1fcd729e
Quote valid until    Fri Apr 12 18:28:43 2013
Fees (Not inclusive of ZipZap)    3.99%%
Amount you need to pay    $496.05 USD
Amount you will receive    $476.257605 USD
Expected delivery time(HH:MM:SS)    0:30:00
Guaranteed delivery time (HH:MM:SS)    1 day, 0:00:00
Destination exchange    Bitcoin Address 1Kw8rrHypsDx6YBr98mVcfgpHLPv44Awxj

Order #  f2275a92-c99a-4be1-a106-3db4ddd1717f

https://bitcointalk.org/index.php?topic=128314.msg1840587#msg1840587

email?

pokapokajokajoka@gmail.com

any news here ursay?

ty

[kangaroos]

Can you manually push mine? Its been 70+ hours and I have received nothing. I submitted a ticket to support on Saturday.

Quote ID: 8220533f-76bb-4b3f-965d-eca8d0547b6e
Destination exchange: MtGox
MtGox Account: M6972236X
Amount: $500.00

ZipZap Account: 839108974

https://www.bitinstant.com/order_status/8220533f-76bb-4b3f-965d-eca8d0547b6e

PUSHED!  

How long should it take after being manually pushed?

If it would be easier, you can change my order to a "Bitcoins to email" order and send 8.2 BTC ($480 / $58 = 8.2 BTC) to the address I provided when I ordered (nlewis5000@gmail.com).