Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

when are ya'll going to get funds at bitstamp? it's been 10 days yo

I hope to push your order thru soon. 

[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. 

Ursay. I recieved this email.

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: 0a570269-55bf-4385-8127-d6ba4edd2a0c
EventID: 5e28bf2e-2a3f-4580-bacb-31fe7cd60214
DestAccount: M22433805X
QuoteID: 42c7cc14-8446-4094-a9aa-776899637143
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1366152400.93
APIResponse: {u'return': {u'xfer': u'878d392d-f457-47b5-b410-6d5b03628de6', u'amount': {u'value_int': u'47044900', u'currency': u'USD', u'display_short': u'$470.45', u'display': u'$470.44900', u'value': u'470.44900'}, u'tx_in': u'00000000-0000-0000-0000-0000000000000', u'tx_out': u'00000000-0000-0000-0000-0000000000000'}, u'result': u'success'}
FundsSent: $470.449 USD

However. That is NOT my Mtgox account.
This is

M21345146X

How do we resolve this error? I did NOT enter the wrong Mtgox number on purchase. I copy and pasted the ID. I couldn't have made a mistake

What is your email?

[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. 

Ursay. I recieved this email.

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: 0a570269-55bf-4385-8127-d6ba4edd2a0c
EventID: 5e28bf2e-2a3f-4580-bacb-31fe7cd60214
DestAccount: M22433805X
QuoteID: 42c7cc14-8446-4094-a9aa-776899637143
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1366152400.93
APIResponse: {u'return': {u'xfer': u'878d392d-f457-47b5-b410-6d5b03628de6', u'amount': {u'value_int': u'47044900', u'currency': u'USD', u'display_short': u'$470.45', u'display': u'$470.44900', u'value': u'470.44900'}, u'tx_in': u'00000000-0000-0000-0000-0000000000000', u'tx_out': u'00000000-0000-0000-0000-0000000000000'}, u'result': u'success'}
FundsSent: $470.449 USD

However. That is NOT my Mtgox account.
This is

M21345146X

How do we resolve this error? I did NOT enter the wrong Mtgox number on purchase. I copy and pasted the ID. I couldn't have made a mistake

This appears to be a quote of the above post with no additional info??? 

[URSAY]

I received an email from RC BitInstant, however they have not fixed my execution price and say that it is FEES for our service.
It was an incorrect execution price and it was my understanding that it would be fixed. On top of that, I still wish for a refund of the fees
as well, it makes no sense to pay for a service fee when you don't receive the service. The service fee was for receiving my BTC at the correct rate
and promptly, which BitInstant failed on both accounts. I want the money I didn't receive from the execution price delay as well as a refund of the fees.

I had a similar email. I was told that at the time my order was submitted, the price was around 180$/BTC.
In my order, after fees, it said I would be receiving 96.01$ worth of BTC (104$ total paid. 0.05$ kiosk fee, 3.95$ fee to zipzap, leaving a 100$ payment to Bitinstant, paying 3.99% to fees for transaction type of zipzap>bitcoin address).

So by my math, I should have received approximately .5333889 BTC (96.01$/(180$/BTC))

I received .39751218 BTC, and I don't see anywhere on the BitInstant site (which was linked to me in the email) where another 20% in fees would come from, and .1BTC would be generous for a miner's fee.

This issue has already been logged.  Thanks for your patience.

[URSAY]

I went to Moneygram on April 7 & made a deposit to my account, I got the ZipZap confirmation/receipt via email, but never the Bitinstant, and I still have not received the coins.

Do you have any info about your order?

I have the receipt from Wal-Mart/Moneygram & 2 of the ZipZap emails.

zipzap acct. #s ?

[URSAY]

rstephe / mwp / Vict0ar / mroth7684

You should see a resolution today on your price execution issues.  

I received .4 more BTC.  That gives me a price of $476.257605/(.4 + 3.70151298) = $116.117541825 per bitcoin.

I made this purchase on the april 12 2013.  04/12/2013.  at 1:35 PM Eastern Standard Time.  The MtGox chart uses UTC, which is 4 hours ahead, so it correlates with 18:35 MtGox time.  The purchase was processed by ZipZap at 2:21 EST, which is 19.21 UTC.  

Over this time, it was never near $116 per bitcoin.

The high for the 18:00 UTC hour was 89.7.  The high for the 19:00 hour was 95.89.





So, I am clearly still owed money.  You said earlier that the price was based on when the order was placed which would make the MAX price for me at $89.7 per BTC.  

$476.257605 / 89.7= 5.30944933 BTC
I have been paid 4.10151298 BTC.
So I am still owed, AT LEAST, 5.30944933 - 4.10151298 = 1.20793635 BTC

I really have no idea how the research team came up with the price it did.

https://bitcointalk.org/index.php?topic=128314.msg1846111#msg1846111

I will reopen your issue and look at it again. 

[URSAY]

Everyone: My order was finally completed sometime today, resulting in a turn-around time of about 13 days. I did the cash -> address method. While I'm glad I got my money, I'm still pissed off at BitInstant. There don't seem to be any alternatives (yet) so I guess I'll wait a few months before trying their services again.

BitInstant: Fix your shit!

URSAY and other support staff: Thank you.

I'm sorry it took so long to resolve your issue.  I hope we can better serve you in the near future! 

[URSAY]

It's been 5 days with no reply from BitInstant in regards to the ticket I created through your new contact page.
Would like this fixed ASAP.
Thank you
OrderID: 0cc1b652-da77-438e-9192-d1aa5d81e62a
EventID: d5145f94-c0df-41ff-b8e3-874b2133df3d
QuoteID: 7ed558b9-4236-417b-8008-16547b02d97a

Did you not receive an automated response which states that your issue is logged and we are working on a solution?  Have you checked your spam folder?

[URSAY]

Please return my funds to me asap by bitstampvoucher by email, the order failed and now my funds are stuck in bitinstant, I want them back instantly like you promised!

Order ID   d3f7ed17-dee4-44b7-b1c2-c1051c2da778
Quote ID   c6f04d31-8a4e-427b-96a9-45d51637b929
Event ID   1ceeb5a5-a9bc-4a66-8676-1bc0ce587e2b

Have you logged your issue at our main support channel?

bitinstant.com/contact ?

[URSAY]

I was just told by MTGOX that after 24 hours, bitinstant recalls the mtgox codes to their own account, and so the code that was emailed to me did not work. I made a deposit on 4/3/13 and it has still yet to show up. here are my details:
 
OrderID: 9b6b957d-40de-41f6-a17e-8bed5be2ba2c
EventID: cddd62bf-4456-4b48-a1f0-575a01a7c26d

any help would be greatly appreciated as this is 500 dollars i can't afford to lose.

thanks.

Have you logged your issue at our main support channel?

bitinstant.com/contact ?

[URSAY]

URSAY ITS BEEN 10 DAYS. THIS IS UNACCEPTABLE- WHAT IS GOING ON???
"MTGOX ORDER LOADING" SINCE THE MOMENT I ZIP ZAPPED THE FUNDS>

 I DEMAND AN UPDATE


Quote ID   8ea1b978-1974-4eaa-a26f-e5362bb70b3b
Event ID   ffba9292-9235-4e19-892f-f4cedbe97586
Fees (inclusive)   3.99%%
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   Bitcoin Address
Destination account   1Lg1WkgmfCecLLeTFPCJh6bdn1BVWakpHP


 

This whole operation should be ashamed. What a joke of a name "BitInstant" my ass

Have you logged your issue at our main support channel?

bitinstant.com/contact ?

Do you have a zipzap acct. #?

[URSAY]

A MONTH AND A HALF AND NOTHING YET PRICE HAS PLUMMETED AND STILL WAITING FOR SOMETHING AND THE CODE I WAS GIVEN DOES NOT WORK HERE IS THE INFORMATION FOR THE FOURTH TIME AND STILL NO MONEY OR RESPONSE FROM BIT INSTANT.



OrderID: 67b2c5b3-bf93-43bb-88bb-4da93a207047
EventID: c18e885e-ca0a-4aea-ba74-5471c5313e68
DestAccount: 16QH1HKxceUFUAmpz7iSNrtCby3qxEmqkQ
QuoteID: c14a737d-9d41-48ff-9997-798dc956a800
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1364389981.14
APIResponse: MTGOX-USD-283LM-YXGDT-63XYS-B6622
FundsSent: $480.05 USD


PLEASE SNED ME MONEY THAT YOU HAVE LOST SO FAR ALSO CONSIDERING I LOST LIKE 300 PERCENT OF THIS WHILE THE BTC MARKET CRASHED AND YOU STILL HAVE NOT RESPONDED TO THIS CLAIM.  ARE YOU EVER GOING TO REFUND IT ?

Have you tried redeeming your Gox coupon?  What was the result?  What is your email and Gox MX acct. #?

[Epicblood]

It's been 5 days with no reply from BitInstant in regards to the ticket I created through your new contact page.
Would like this fixed ASAP.
Thank you
OrderID: 0cc1b652-da77-438e-9192-d1aa5d81e62a
EventID: d5145f94-c0df-41ff-b8e3-874b2133df3d
QuoteID: 7ed558b9-4236-417b-8008-16547b02d97a

Did you not receive an automated response which states that your issue is logged and we are working on a solution?  Have you checked your spam folder?

Yes, 6 days now. and yes I checked my spam folder.

[URSAY]

7 Days and counting...

Do you have any order info?

Have you logged your issue thru our main support channel?

bitinstant.com/contact ?

[URSAY]

It's been 19 days...

zipzap info
reference#: 46618435
account#:858585599
receive code:9611

Merchant ID/Account number: M64304837X
Mtgox Account number: 304837
Mtgox username: roor25

Quote ID    d3edb48f-2c48-4b01-8ea0-f92037ff09d2
Event ID    54b153c8-165a-47c9-a702-5233a2c257e9
Fees (inclusive)    3.99%%
Amount you paid    $340.0 USD
Amount you will receive    $326.434 USD
Destination exchange    MtGox
Destination account    M64304837X

Fri Mar 29 20:36:42 2013   54b153c8-165a-47c9-a702-5233a2c257e9   Quote for new transaction
Fri Mar 29 21:23:15 2013   34ae2abb-3a9b-4b53-84ff-8e29eacbc98a   New Order
Fri Mar 29 21:21:41 2013   d82ffc9b-106a-419f-9bbc-719027bf60e1   MTGox Connection Error
Fri Mar 29 22:11:46 2013   c9a327e3-f1f5-48f0-bb8f-ac68df3b9df8   Order executed - funds deposited at remote exchange

I'm showing your were issued a Gox coupon.  Have you tried using it?  What was the result?  Do you have an email?

[URSAY]

It's hard to believe this is still going on and not fixed yet. Is Bitstamp going to be added back to Bitinstant and are transactions being processed without issue now?

It is my understanding that it is working.  I believe that the bigger problem may be the fact that everyone in support is moving to a new software system which will allow us to serve you better.  The beginnings of this are the main support channel at bitinstant.com/contact

Organization is a bit messy now but we are doing our best to clean everything up and make this major upgrade. 

[URSAY]

what the fuck bit instant!
why do you have to scam people?
you really don't make enough money already?
 bitinstant stole 2 496$ zip zap orders from me and refuses to respond it has been 11 days!
all they do is give you a message saying they will take care of it and never do! im going to have to join the "bitinstant is a scam" movement
trust me I wish it wasn't true but it is

We are not stealing NOR scamming.  Do you have any order info that I can use to look up your issue?

[URSAY]

this is what yall sent me last week but i still have yet to receive my funds... can you please manually send those funds?

I need some info to help you! 

[URSAY]

This seems to be the place where things get done. Will you please look into my order, it is showing as order complete and Order executed - funds deposited at remote exchange but if you check bitchain.info you will clearly see that the transaction did not occur, the order complete is what worries me the most

Your order status
Order completed

Order receipt
Quote ID   4b1c4bea-aaec-48ff-ba6f-73c443ef6cf2
Event ID   f22064a3-1f18-4629-b9d2-1af263618865
Fees (inclusive)   3.99%%
Amount you paid   $20.0 USD
Amount you will receive   $19.202 USD
Destination exchange   Bitcoin Address
Destination account   1LPCH1oS3aphfAT43hAbiQ426WEEVfDp9h

Timestamp                           Event ID                                                  Event type
Tue Apr 16 08:21:18 2013   f22064a3-1f18-4629-b9d2-1af263618865          Quote for new transaction
Tue Apr 16 09:15:31 2013   6299a835-25e5-4f73-b1b8-3dacc7b386af          New Order
Tue Apr 16 09:16:48 2013   0b9317d8-c665-4d6c-8a68-a94ded9270d3   Order executed - funds deposited at remote exchange

The quickest way to resolve your issue is thru our main support channel...

bitinstant.com/contact

[URSAY]

How much lag time is there between the time the transaction begins and ends - and does it use the current market price for bitcoins?

Which type of transaction are you speaking of?