Official Newbie BitInstant Support Thread (Active Customer Support)

[Nonya Business]

Zipzap:
Amount to Pay: $503.95
Account Number: 129510301

Amount to Pay: $503.95
Account Number: 872511969

List 7 & List 8 Alum days strong! Has anyone figured out how to enter my numbers into their computer yet?

[1715143815]

1715143815

[1715143815]

1715143815

[1715143815]

1715143815

[donkeybozo]

Order ID 62f756f2-1770-4361-a5a2-ccb68132efbb needs to be escalated

63+ hours now

Have you logged your issue thru bitinstant.com/contact ?

I did Friday

If you logged your issue at bitinstant.com/contact then you should of received an automated email which let's you know that our CS reps are working on your issue.  Can you supply me with your Gox acct. MX # ?

# M07225822X

Looks like there is an issue finding your Gox acct. but you've appeared to provide the acct. info we have on file.  I'm not sure how this type of issue would be solved so your best method for resolution would be to log everything at bitinstant.com/contact

Thanks!

Logged everything on Friday

Bitinstant processed my transfer. Thank You Bitinstant.

[akabmikua]

@URSAY,

I am sorry, but I am loosing my patience now.    Now its more than 12 days for the order.

https://www.bitinstant.com/order_status/eaefb4e7-db15-4749-b7a7-839c95a78ae2
https://www.bitinstant.com/order_status/b05bd112-a450-46af-bf6a-43f062b23a78


_/\_ Please solve the issues! _/\_

[andrewb]

URSAY, have those Gox codes begun to go out yet?
Are they going out in order of when the order was placed?

Please identify yourself by email as that's how we have logged these issues.  I can let you know your status once you provide this info.

Hello URSAY, I never received an email regarding this (requesting my Mt. Gox. account info). I never logged my issue on https://www.bitinstant.com/contact but I was on the 4/6 list AND you confirmed I was on the Mt. Gox coupon code list yesterday, please advise.

email?

either andrewb123456789@gmail.com or redacted@gmail.com; I have given you both at some point not sure which one is on your list you not specify when I asked. Thank you.

I am showing we pushed your order last night.  Have you tried checking your Gox acct. for funds?

I just checked my Mt. Gox account and I am showing 0 BTC and 0 USD still.

Can you confirm what email was on the list so I can reference that for future reference.

Thank you.

Please allow 24 hours for your deposit to make it thru the queue.  Thanks.  

Hello URSAY, it has been over 24 hours and I still have nothing in my Mt. Gox account, can you please check the status of this. I would love to get my money ASAP as BTC price approaches a low. Thanks

[spineli35]

I sent my funds via bitinstant over a week ago to my mtgox account. I have been in contact with mtgox and they told me to post on this fourm. this is the receipt i got but never received the funds.

OrderID: b2feaff5-c660-4e30-9f88-a96a11bb70ac
EventID: dc252981-d717-40bb-afa7-17e4149324cb
DestAccount: M39244187X
QuoteID: 2c36921b-c98f-4e4f-a2c8-97dd98c6c46c
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365542709.6
APIResponse: MTGOX-USD-L98D5-EJD6C-RMSL7-D2221
FundsSent: $480.05 USD

[myke66]

https://www.bitinstant.com/order_status/3bf68700-4784-4cf8-853d-d966c114125b

Please take a look, been 4 days. Seems to be stuck at..

Fri Apr 12 15:06:29 2013   c0ff6446-287c-42ff-92cd-a7e259ec1b5d   MTGox Order Loading

[chatran]

Hello i did payment from Brasil to mtgox with Bitinstant. Here is my confirmation code:

167246

I did to transfer for mtgox account: M47400850X

But still no founds !!

Can you help me URSAY?

[milardistone41]

thank you

[carsonchassy5]

ok

[URSAY]

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.


 

Our official support channel is now bitinstant.com/contact

However, your ticket in our older system is still being worked on.

We are working very hard to improve our support processes and clear out the back log.  Thanks for your patience.

[Sayaret.Egoz]

Wrong exchange rate:

Order made Friday 12,2013
Paid 384.04 predominant rate was about $90 for BTC at the time of order, I would expect to receive about  384.04/90=4.26BTC I only received :3.27181814  about 1BTC missing. In other words you used rate of 384.04/3.27181814=117.3781621 about $30 more per BTC then the actual rate! I understand that exchange rate
fluctuate but not by $30 on Mt. Gox. On Saturday 13 I send the issue about it using the contact form on your website, still no reply.

Thank you for your help.

Order Details:

Order completed
Order receipt

Quote ID   2eb653fc-8bf4-4448-8712-8cb6c383fe2e
Event ID   46c50170-a4c5-4cc1-9c64-ce9dce635bc8
Fees (inclusive)   3.99%%
Amount you paid   $400.0 USD
Amount you will receive   $384.04 USD
Destination exchange   Bitcoin Address
Destination account   1NqvVmiN9GcRH2SsuhnFv42q8xBQ7fZbTA
Order event log

Timestamp   Event ID   Event type
Fri Apr 12 19:39:09 2013   46c50170-a4c5-4cc1-9c64-ce9dce635bc8   Quote for new transaction
Fri Apr 12 20:06:26 2013   c5d1f50a-bef9-4fc0-bd18-0e32a8c03205   New Order
Sat Apr 13 00:14:29 2013   27aceeea-6684-4917-bae8-a2a79283d2b5   MTGox Order Loading
Sat Apr 13 00:29:30 2013   5bb1afff-83e0-4360-a481-6b63a32f2800   Order executed - funds deposited at remote exchange

[fiveletterword]

ok i will do

[URSAY]

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.

Gave you another push!  

[URSAY]

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.

I'm sorry but I am unable to personally solve this type of issue so it is best served thru escalation.  Our CS reps are looking into your issue.  Thanks for your patience.

[URSAY]

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.



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

Price execution issues will take far longer then 24 hours to resolve at this point.  This requires a lot of research on our end for every individual case.  Thanks for your patience.

[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!  

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).

Adding changes to an order would only complicate the issue.  It is reasonable to push a zipzap order every 24 hours.  Do you need another push? 

[URSAY]

Zipzap:
Amount to Pay: $503.95
Account Number: 129510301

Amount to Pay: $503.95
Account Number: 872511969

List 7 & List 8 Alum days strong! Has anyone figured out how to enter my numbers into their computer yet?

I've been needing more info from you...

Can you supply me with your email?  I also need to know the BTC address where you would need any refunds.  Price execution issues will take much more then 24 hours at this point to resolve.  These types of issues require a great deal of research on each individual issue from our end.

[URSAY]

@URSAY,

I am sorry, but I am loosing my patience now.    Now its more than 12 days for the order.

https://www.bitinstant.com/order_status/eaefb4e7-db15-4749-b7a7-839c95a78ae2
https://www.bitinstant.com/order_status/b05bd112-a450-46af-bf6a-43f062b23a78


_/\_ Please solve the issues! _/\_

I'm sorry but your issue was escalated sometime ago.  I am unable to solve this problem on my own.  Thanks for your understanding.

[URSAY]

URSAY, have those Gox codes begun to go out yet?
Are they going out in order of when the order was placed?

Please identify yourself by email as that's how we have logged these issues.  I can let you know your status once you provide this info.

Hello URSAY, I never received an email regarding this (requesting my Mt. Gox. account info). I never logged my issue on https://www.bitinstant.com/contact but I was on the 4/6 list AND you confirmed I was on the Mt. Gox coupon code list yesterday, please advise.

email?

either andrewb123456789@gmail.com or redacted@gmail.com; I have given you both at some point not sure which one is on your list you not specify when I asked. Thank you.

I am showing we pushed your order last night.  Have you tried checking your Gox acct. for funds?

I just checked my Mt. Gox account and I am showing 0 BTC and 0 USD still.

Can you confirm what email was on the list so I can reference that for future reference.

Thank you.

Please allow 24 hours for your deposit to make it thru the queue.  Thanks.  

Hello URSAY, it has been over 24 hours and I still have nothing in my Mt. Gox account, can you please check the status of this. I would love to get my money ASAP as BTC price approaches a low. Thanks

It really helps me when you provide order info. 

[URSAY]

I sent my funds via bitinstant over a week ago to my mtgox account. I have been in contact with mtgox and they told me to post on this fourm. this is the receipt i got but never received the funds.

OrderID: b2feaff5-c660-4e30-9f88-a96a11bb70ac
EventID: dc252981-d717-40bb-afa7-17e4149324cb
DestAccount: M39244187X
QuoteID: 2c36921b-c98f-4e4f-a2c8-97dd98c6c46c
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365542709.6
APIResponse: MTGOX-USD-L98D5-EJD6C-RMSL7-D2221
FundsSent: $480.05 USD

Have you already logged your issue via our main support channel?

bitinstant.com/contact