Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

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

I am showing that your order executed.  Are you not seeing funds in your Gox acct.?  What is your Gox acct. #?  Have you logged your issue thru our normal support channel?  bitinstant.com/contact

[1715148534]

1715148534

[1715148534]

1715148534

[1715148534]

1715148534

[URSAY]

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?

Do you have an order or quote ID #?  zipzap acct. #?

[URSAY]

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

Issue logged.  These types of issues can take some time to research on our end.  Please be patient.

[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

It really helps me when you provide order info. 

Okay:

OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
DestAccount: M61221123X
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
FundsSent: $480.05 USD

email address on your Mt Gox coupon list: andrewbritt@gmail.com

[URSAY]

EVERYONE...

PLEASE use the quote button when responding to my PMs or posts.  It's very difficult for me to know what your are responding to when you do not use the quote button.

[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. 

Okay:

OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
DestAccount: M61221123X
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
FundsSent: $480.05 USD

email address on your Mt Gox coupon list: andrewbritt@gmail.com

Price execution issue?

[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

It really helps me when you provide order info.  

Okay:

OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
DestAccount: M61221123X
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
FundsSent: $480.05 USD

email address on your Mt Gox coupon list: andrewbritt@gmail.com

Price execution issue?

No, as you will see in the quoted thread, I have yet to receive any money at all; I am still waiting on 480 USD to hit my Mt. Gox account. You said my order was 'pushed' Sunday night and it may take 24 hours, but it has been 24+ hours since then, and nearly 300 hours total. Thank you.

[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.  

Okay:

OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
DestAccount: M61221123X
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
FundsSent: $480.05 USD

email address on your Mt Gox coupon list: andrewbritt@gmail.com

Price execution issue?

No, as you will see in the quoted thread, I have yet to receive any money at all; I am still waiting on 480 USD to hit my Mt. Gox account. You said my order was 'pushed' Sunday night and it may take 24 hours, but it has been 24+ hours since then, and nearly 300 hours total. Thank you.

I am showing that your coupon was redeemed.  Did you not redeem it?

[charliebrownjr]

Hi, i already paid and it was confirmed by ZipZap.

Amount to Pay: R$564,00
Account Number: 421839044

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.

I already tried to contact /contact and i got no answerws. Could you please help me, URSAY?

Order receipt

Quote ID   69309de4-185b-4f73-a356-78e268ac1ba5
Event ID   53f8444d-6f2a-43c1-9802-d3222ac7fd1b
Fees (inclusive)   3.99%%
Amount you paid   $280.0 USD
Amount you will receive   $268.828 USD
Destination exchange   Bitcoin Address
Destination account   143eRFm3J5yV6DV5PSgaXK6ZLXa2J95n3z
Order event log

Timestamp   Event ID   Event type
Fri Apr 12 02:44:08 2013   53f8444d-6f2a-43c1-9802-d3222ac7fd1b   Quote for new transaction

[URSAY]

Hi, i already paid and it was confirmed by ZipZap.

Amount to Pay: R$564,00
Account Number: 421839044

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.

I already tried to contact /contact and i got no answerws. Could you please help me, URSAY?

Order receipt

Quote ID   69309de4-185b-4f73-a356-78e268ac1ba5
Event ID   53f8444d-6f2a-43c1-9802-d3222ac7fd1b
Fees (inclusive)   3.99%%
Amount you paid   $280.0 USD
Amount you will receive   $268.828 USD
Destination exchange   Bitcoin Address
Destination account   143eRFm3J5yV6DV5PSgaXK6ZLXa2J95n3z
Order event log

Timestamp   Event ID   Event type
Fri Apr 12 02:44:08 2013   53f8444d-6f2a-43c1-9802-d3222ac7fd1b   Quote for new transaction

It appears your order may of just executed.  Please give it 24 hours to see if you receive funds.  If you do not receive your funds in 24 hours let me know and I will continue looking into your issue. 

[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

It really helps me when you provide order info.  

Okay:

OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
DestAccount: M61221123X
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
FundsSent: $480.05 USD

email address on your Mt Gox coupon list: andrewbritt@gmail.com

Price execution issue?

No, as you will see in the quoted thread, I have yet to receive any money at all; I am still waiting on 480 USD to hit my Mt. Gox account. You said my order was 'pushed' Sunday night and it may take 24 hours, but it has been 24+ hours since then, and nearly 300 hours total. Thank you.

I am showing that your coupon was redeemed.  Did you not redeem it?

Well, that must have happened when it was inadvertently posted in public (which has been a known issue with this case from day one). This is the first indication I've gotten that the code may have in fact worked originally.

You have assured us that those of us in said situation will be taken care of, see this post here:

https://bitcointalk.org/index.php?topic=128314.msg1749530#msg1749530

Thank you.

[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! _/\_

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

Okay.

And about that ira@coinapult.com? Just to tell you, Its been 6 days, and he/she is NOT replying me for my order. Also, I choose BTC-E to Bitcoin Address, how is coinapult related to this?

[Mddg4448]

I performed a transaction about ten days ago and have yet to receive my funds. I appreciate the support.

OrderID: f5fea399-ee50-46df-a65a-5ed84469c335
EventID: 1f873b70-db5b-482e-b3e8-2fb5767fbdcf

[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.  

Okay:

OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
DestAccount: M61221123X
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
FundsSent: $480.05 USD

email address on your Mt Gox coupon list: andrewbritt@gmail.com

Price execution issue?

No, as you will see in the quoted thread, I have yet to receive any money at all; I am still waiting on 480 USD to hit my Mt. Gox account. You said my order was 'pushed' Sunday night and it may take 24 hours, but it has been 24+ hours since then, and nearly 300 hours total. Thank you.

I am showing that your coupon was redeemed.  Did you not redeem it?

Well, that must have happened when it was inadvertently posted in public (which has been a known issue with this case from day one). This is the first indication I've gotten that the code may have in fact worked originally.

You have assured us that those of us in said situation will be taken care of, see this post here:

https://bitcointalk.org/index.php?topic=128314.msg1749530#msg1749530

Thank you.

These types of issues take an extra amount of time to resolve.  I will make a note that you posted your coupon in public and it was redeemed by someone.  Hopefully we can help reverse this. 

[URSAY]

Hello again everyone!!! Im back... I will be setting up a claims form in the next couple of days..If BitInstant owes you money or never sent coins to you, I encourage you to fill out this form.....

My Story:

I placed an order on April 10th, expecting it within an hour... I received an order failed message. I called Dwolla and they did not know where the funds were..

I contacted BitInstant.com numerous times, and just got dead air...Finally after much complaining, I received my coins on April 13th with no notifications at all.. I also realized that I was about 30% sort on what I was suppose to receive...BitInstant has been told about the issue, and I am once again on the ignore block!

So, I have decided to put together a list of everyone who is owed money, or who has been shortchanged from BitInstant...
My goal is to establish a correspondence with the owners of BitInstant, to expediate paying people back.....

If this correspondence fails with BitInstant, I will see what Class Action avenues I can take to elevate this issue...... Please PM me with any questions,etc...Please also give me time to get back to you...I imagine that this process is going to be very long, and time consuming, so please be patient...

I would also recommend contacting BitInstant, to file your claim before filling out my claims form..The more people who file a claim with me, the stronger our presence will be for BitInstant to do something about these issues..

I can't help you without any order info. 

[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.

Okay.

And about that ira@coinapult.com? Just to tell you, Its been 6 days, and he/she is NOT replying me for my order. Also, I choose BTC-E to Bitcoin Address, how is coinapult related to this?

There are many companies involved in processing your orders.  We are working on your issue and I apologize for the delay.

[URSAY]

I performed a transaction about ten days ago and have yet to receive my funds. I appreciate the support.

OrderID: f5fea399-ee50-46df-a65a-5ed84469c335
EventID: 1f873b70-db5b-482e-b3e8-2fb5767fbdcf

Have you logged your issue at our main support channel?

bitinstant.com/contact

[Cogine]

OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270

Day12 with no money or information if they have the ability to even send it to me.

The API Barfed because it was being worked to hard
 - However it was stated that my order went thru successfully
 - Have sent a copy of my MTGOX account funding activity to show that the deposit was never processed
 - Have yet to see anyone say that they have received their money on this forum if it was stated that their order went thru but they never received the money.

Manually pushed on 4/8 and again just now!  Thanks! 

Nope, nothing here
All info again I guess

ZipZap - 524-193-562 - OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270
API Barfed - Did not receive Funds

ZipZap - 920-446-697 - OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a
API Worked fine and did receive Funds

[RainyVermillion]

Lost Money

Hi! Almost 24 hours ago I tried using BitInstant to fund my Mt. Gox account. Some of the transactions eventually showed up in my Mt. Gox, but there is one that still hasn't, and it's worrying me to death. $503.95 of my money has disappeared after successfully getting through ZipZap. The money was never deposited into Mt.Gox.

I lost the order number, but I know that it's one of these three ZipZap transactions ($503.95 each):
893711812, 899646723, or 224400564
.
.
.

URSAY, it's almost been a week and no resolution!  

Could you kindly give me the status of my support ticket (4/9)? When can I expect the money to be deposited into my account? Your response is much appreciated.

Have you been able to figure out which 3 of the transactions that you actually have the issue with?

URSAY, I don't believe that's possible at this point. All I have are the 3 ZipZap account numbers for three transactions of the same amount, and all three transactions were successfully processed. So BitInstant got all my money, but I only got two deposits in my Mt. Gox account and the account history doesn't give any details other than 'Transfer from bitinstant: BitInstant transfer', so I have no way of knowing which of the two made it, and which one didn't. Hopefully I was able to explain that properly.

Because I lost the Order Ids (my computer crashed and BitInstant doesn't send e-mails with Order Ids), I only have the ZipZap account numbers. If your team could look up the account numbers and see which ones were pushed through, you could manually push the one through that didn't make it.

Could you please 'escalate' my issue? It's been a week. Thanks for your help with this!

[URSAY]

OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270

Day12 with no money or information if they have the ability to even send it to me.

The API Barfed because it was being worked to hard
 - However it was stated that my order went thru successfully
 - Have sent a copy of my MTGOX account funding activity to show that the deposit was never processed
 - Have yet to see anyone say that they have received their money on this forum if it was stated that their order went thru but they never received the money.

Manually pushed on 4/8 and again just now!  Thanks! 

Nope, nothing here
All info again I guess

ZipZap - 524-193-562 - OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270
API Barfed - Did not receive Funds

ZipZap - 920-446-697 - OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a
API Worked fine and did receive Funds

Gave you a push on zipzap acct. # 524193562!