Official Newbie BitInstant Support Thread (Active Customer Support)

[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?

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

If you try and log the issue again the system should tell you if it is indeed already logged so you can be confident it's in our queue. 

[glt512]

it has been 11 days since i used bitinstant to bitstamp, and ya'll still haven't gotten any funds at bitstamp. c'mon....

[akabmikua]

Hi @URSAY,
Today I got an email that my support query was forwarded to ira@coinapult.com with subject "LEVEL 2 Fwd:" Which I think is good. But why ira@coinapult.com ?? He never reply, ever! The email also had that wufoo CS message.

Also, I think the email was ONLY sent to me and not to ira@coinapult.com, got this by looking at 'to' email header.

The email said "Ira, can you check this ticket out. Weird stuff.", can I know what is so 'weird' in this order?




I appreciate what URSAY is doing here but at the same time worried about my money.

Quote ID's: eaefb4e7-db15-4749-b7a7-839c95a78ae2 and 6e5ccd01-2fa1-4872-bdf0-2130310e2d17

[lamourlamorgue]

Still nothing, sent in a support ticket a few days ago and nothing
Order ID   cd3a1a03-fef7-4191-a8d3-8de427824125
Quote ID   de59cd1b-5e88-4f1f-8b62-b5704bcd28ea
Event ID   d4944f3b-824e-442e-bb8a-934a59819790

order is from april 9th. nothing has happened.

Can I just get the money in my paypal?

[mcb1221]

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
ki

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

I contacted your main support, and I was recently sent 0.2128162 BTC but I should have got right around .3 because I purchased while in the mid $50s

[mcb1221]

I contacted your main support, and I was recently sent 0.2128162 BTC but I should have got right around .3 because I purchased while in the mid $50s

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
ki

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

I was charged $90.04, it won't let me contact support again to tell them about the calculation error in the exchange rate

[URSAY]

Hi @URSAY,
Today I got an email that my support query was forwarded to ira@coinapult.com with subject "LEVEL 2 Fwd:" Which I think is good. But why ira@coinapult.com ?? He never reply, ever! The email also had that wufoo CS message.

Also, I think the email was ONLY sent to me and not to ira@coinapult.com, got this by looking at 'to' email header.

The email said "Ira, can you check this ticket out. Weird stuff.", can I know what is so 'weird' in this order?




I appreciate what URSAY is doing here but at the same time worried about my money.

Quote ID's: eaefb4e7-db15-4749-b7a7-839c95a78ae2 and 6e5ccd01-2fa1-4872-bdf0-2130310e2d17

Don't be worried about your money.  I will make sure your issue is resolved.  We are getting hit with a lot of volume right now so it's very easy to overlook an email or line of communication.  We are working very hard to clean up our support channels so that are more organized and efficient.  I apologize for any delay.

[URSAY]

Still nothing, sent in a support ticket a few days ago and nothing
Order ID   cd3a1a03-fef7-4191-a8d3-8de427824125
Quote ID   de59cd1b-5e88-4f1f-8b62-b5704bcd28ea
Event ID   d4944f3b-824e-442e-bb8a-934a59819790

order is from april 9th. nothing has happened.

Can I just get the money in my paypal?

Where did you log your support ticket?

bitinstant.com/contact ?

Did you receive an automated response that shows your ticket was logged and we are working on a solution?

[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
ki

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

I contacted your main support, and I was recently sent 0.2128162 BTC but I should have got right around .3 because I purchased while in the mid $50s

Where are you pulling your execution price from that you believe is the correct price?

[akabmikua]

Hi @URSAY,
Today I got an email that my support query was forwarded to ira@coinapult.com with subject "LEVEL 2 Fwd:" Which I think is good. But why ira@coinapult.com ?? He never reply, ever! The email also had that wufoo CS message.

Also, I think the email was ONLY sent to me and not to ira@coinapult.com, got this by looking at 'to' email header.

The email said "Ira, can you check this ticket out. Weird stuff.", can I know what is so 'weird' in this order?




I appreciate what URSAY is doing here but at the same time worried about my money.

Quote ID's: eaefb4e7-db15-4749-b7a7-839c95a78ae2 and 6e5ccd01-2fa1-4872-bdf0-2130310e2d17

Don't be worried about your money.  I will make sure your issue is resolved.  We are getting hit with a lot of volume right now so it's very easy to overlook an email or line of communication.  We are working very hard to clean up our support channels so that are more organized and efficient.  I apologize for any delay.

Well, that's nice. But I really want you to solve the issue now, its more than 13 days now.

[filthyhobo]

Entered order 04/07/2013:

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

$70 from Mt.Gox Coupon to Bitcoin Address.

The status has been sitting at MTGox Order Loading for 9 days now with no email or transfer to bitcoin address.

Please address this as soon as possible. Thank you.

Have you logged your issue thru our main support channel?

bitinstant.com/contact

I have but haven't heard anything back yet. I first attempted to contact them a week ago.

You should receive an automated response that notes your issue as being logged and added to our support queue.  Can you check your spam?  You may want to try logging the issue again as the system will notify you if it's a dupe log. 

I did receive the usual thank you for contacting support email. I have not received anything beyond that though. This is twice I've attempted to contact support about this. Received support emails for both, but never got a response.

@Ursay,

Any update? I don't mean to be too pushy, I am just getting flustered. After contacting support twice and no response as of yet I am slightly concerned. Is there any other information you need from me?

[Boo360]

Hey URSAY,  I made a BtC -> Email order and I got an email from coinapult saying bitinstant sent me $0.  Is this a bitinstant issue or Coinapult?


OrderID: a198683a-3faa-4c4b-894d-729c7a02b406
EventID: b5ec1596-dc95-484e-ac6a-1c35ff449c19
QuoteID: f5ac33b0-7e5f-46fb-baf5-74185f7deb65
User: SYSTEM
DestExchange: coinapult
eventtype: Order executed
EventSentAt: 1366155941.99
FundsSent: $72.0075 USD

[mcb1221]

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
ki

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

I contacted your main support, and I was recently sent 0.2128162 BTC but I should have got right around .3 because I purchased while in the mid $50s

Where are you pulling your execution price from that you believe is the correct price?

I was using a ticker at time of purchase... but I see your point now

[lamourlamorgue]

Still nothing, sent in a support ticket a few days ago and nothing
Order ID   cd3a1a03-fef7-4191-a8d3-8de427824125
Quote ID   de59cd1b-5e88-4f1f-8b62-b5704bcd28ea
Event ID   d4944f3b-824e-442e-bb8a-934a59819790

order is from april 9th. nothing has happened.

Can I just get the money in my paypal?

Where did you log your support ticket?

bitinstant.com/contact ?

Did you receive an automated response that shows your ticket was logged and we are working on a solution?

yes
days ago.

[achilles1542]

It has now been 48 hours since my transfer.  No funds have appeared in my MtGOX  I have emailed twice and called- no response.   My info:

OrderID: 1d014168-c4d5-4eb8-9542-f5c4b9a9f09d
EventID: d2d3e37b-ac1e-4746-bf37-d4cc08faeb87

QuoteID: 941531f4-c2f7-46bb-bc28-8a043d394913
User: SYSTEM

[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).

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?  

Yes!! Re-push if possible. I know other people have been waiting longer, but I have been waiting 90+ hours (and about 20 hours since the last push). Thank you for your help!!!

PUSHED! 

Day 6.

I still haven't received anything.

The price went all the way down to $50 and I was not able to buy.

At $50 I could have purchased 9.6 BTC.

I sent the money to BitInstant with the intention of buying 8 BTC at $60/each (because I didnt think the price would drop to $50). Now that I missed that opportunity, I would like to receive the 8 BTC that I would have received if BitInstant was actually instant and I was able to purchase at $60.

[URSAY]

Hi @URSAY,
Today I got an email that my support query was forwarded to ira@coinapult.com with subject "LEVEL 2 Fwd:" Which I think is good. But why ira@coinapult.com ?? He never reply, ever! The email also had that wufoo CS message.

Also, I think the email was ONLY sent to me and not to ira@coinapult.com, got this by looking at 'to' email header.

The email said "Ira, can you check this ticket out. Weird stuff.", can I know what is so 'weird' in this order?




I appreciate what URSAY is doing here but at the same time worried about my money.

Quote ID's: eaefb4e7-db15-4749-b7a7-839c95a78ae2 and 6e5ccd01-2fa1-4872-bdf0-2130310e2d17

Don't be worried about your money.  I will make sure your issue is resolved.  We are getting hit with a lot of volume right now so it's very easy to overlook an email or line of communication.  We are working very hard to clean up our support channels so that are more organized and efficient.  I apologize for any delay.

Well, that's nice. But I really want you to solve the issue now, its more than 13 days now.

I'm sorry that I am unable to personally resolve your issue.  You will see a resolution by logging your issue at bitinstant.com/contact

Thanks for your patience.

[URSAY]

Entered order 04/07/2013:

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

$70 from Mt.Gox Coupon to Bitcoin Address.

The status has been sitting at MTGox Order Loading for 9 days now with no email or transfer to bitcoin address.

Please address this as soon as possible. Thank you.

Have you logged your issue thru our main support channel?

bitinstant.com/contact

I have but haven't heard anything back yet. I first attempted to contact them a week ago.

You should receive an automated response that notes your issue as being logged and added to our support queue.  Can you check your spam?  You may want to try logging the issue again as the system will notify you if it's a dupe log. 

I did receive the usual thank you for contacting support email. I have not received anything beyond that though. This is twice I've attempted to contact support about this. Received support emails for both, but never got a response.

@Ursay,

Any update? I don't mean to be too pushy, I am just getting flustered. After contacting support twice and no response as of yet I am slightly concerned. Is there any other information you need from me?

I'm sorry that I am unable to personally resolve your issue.  Your solution will come thru our main support channel at bitinstant.com/contact

[URSAY]

Hey URSAY,  I made a BtC -> Email order and I got an email from coinapult saying bitinstant sent me $0.  Is this a bitinstant issue or Coinapult?


OrderID: a198683a-3faa-4c4b-894d-729c7a02b406
EventID: b5ec1596-dc95-484e-ac6a-1c35ff449c19
QuoteID: f5ac33b0-7e5f-46fb-baf5-74185f7deb65
User: SYSTEM
DestExchange: coinapult
eventtype: Order executed
EventSentAt: 1366155941.99
FundsSent: $72.0075 USD

I have seen this type of issue and I am unable to resolve it.  I don't know who's end it's on and I have to escalate these issues.  You would be best served thru bitinstant.com/contact

Thanks.

[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
ki

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

I contacted your main support, and I was recently sent 0.2128162 BTC but I should have got right around .3 because I purchased while in the mid $50s

Where are you pulling your execution price from that you believe is the correct price?

I was using a ticker at time of purchase... but I see your point now

Check out bitcoincharts.com and if you would like to provide me with more info / math then I would be happy to look at it.  Thanks!