Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Can you please let me know whats going on with
Quote ID    129d1dc8-bcf2-4017-b09d-126496f4859e
Event ID    d85727c1-51ce-4179-8508-458cf23328da

Have you logged your issue thru our main support channel at bitinstant.com/contact ?

What is your Gox MX acct. #?

[Cptblack]

available info: Zipzap amount $503.95, Zipzap acct #577710585.  bitinstant to mtgox account #M84316594X.  4/10/2013, reference code 37197841
I used the wrong email! i used dakmed@yahoo.com, but it should have been dakmed@ymail.com.
And to make things even worse, mtgox says the funds were rejected because i sent them to the "m and x" account number M84316594X, but they should have been sent to 316594 or cptblack.
I have already made a detailed post at bitinstant.com/support.
Im afraid my funds are lost, and i have little more information to give.  I dont even have the event or quote id because i used the wrong email.

[glt512]

I used bitinstant to try and transfer money by moneygram to bitstamp, and I haven't gotten my money after 11 days so far. I used bitfloor through bank of america and my money arrived in 4 days. Guess which one i'm using next time?

[URSAY]

available info: Zipzap amount $503.95, Zipzap acct #577710585.  bitinstant to mtgox account #M84316594X.
I used the wrong email! i used dakmed@yahoo.com, but it should have been dakmed@ymail.com.
And to make things even worse, mtgox says the funds were rejected because i sent them to the "m and x" account number M84316594X, but they should have been sent to 316594 or cptblack.
I have already made a detailed post at bitinstant.com/support, I have been waiting 2 weeks for a reply from bitinstant.
Im afraid my funds are lost, and i have little more information to give.  I dont even have the event or quote id because i used the wrong email.

Your funds are not lost.  You must have gotten caught up in that while mess when they had announced the new MX numbers but not yet fully moved to that new system.  You should see resolution shortly as long as you logged your issue thru bitinstant.com/contact

I'm assuming you included your zipzap acct. # in that ticket submission?  

[URSAY]

I used bitinstant to try and transfer money by moneygram to bitstamp, and I haven't gotten my money after 11 days so far. I used bitfloor through bank of america and my money arrived in 4 days. Guess which one i'm using next time?

I'm sorry that you are seeing a delay.  We are moving the customer service team to new software which will help clean up some of the back log and communication issues.  Thanks for your patience.

[Cptblack]

available info: Zipzap amount $503.95, Zipzap acct #577710585.  bitinstant to mtgox account #M84316594X.
I used the wrong email! i used dakmed@yahoo.com, but it should have been dakmed@ymail.com.
And to make things even worse, mtgox says the funds were rejected because i sent them to the "m and x" account number M84316594X, but they should have been sent to 316594 or cptblack.
I have already made a detailed post at bitinstant.com/support.
Im afraid my funds are lost, and i have little more information to give.  I dont even have the event or quote id because i used the wrong email.

Your funds are not lost.  You must have gotten caught up in that while mess when they had announced the new MX numbers but not yet fully moved to that new system.  You should see resolution shortly as long as you logged your issue thru bitinstant.com/contact

I'm assuming you included your zipzap acct. # in that ticket submission?  

Yes my most recent submission to bitinstant.com/contact included that info and pretty much everything seen here.
edit: its only been 1 week, i did the order on 4/10, reference code 37197841

[Bjork]

Once again, it has been over 9 days with no funds.  Your support has left my "live chat open ticket" open for days without responding.  I have been told multiple times that it should be resolved within one business day and it still hasn't been

quote id: c5c31bbb-478e-4c5c-865f-cc98cfb6786b

[Jaroslaw]

My founds are in vacum for 2 days

[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?

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

I can definitely respect that, but who am I supposed to talk to if I am not receiving any responses back from support?

[Bjork]

My founds are in vacum for 2 days

You might as well start planning on not having them for at least another week.

Sorry bub

[URSAY]

available info: Zipzap amount $503.95, Zipzap acct #577710585.  bitinstant to mtgox account #M84316594X.
I used the wrong email! i used dakmed@yahoo.com, but it should have been dakmed@ymail.com.
And to make things even worse, mtgox says the funds were rejected because i sent them to the "m and x" account number M84316594X, but they should have been sent to 316594 or cptblack.
I have already made a detailed post at bitinstant.com/support.
Im afraid my funds are lost, and i have little more information to give.  I dont even have the event or quote id because i used the wrong email.

Your funds are not lost.  You must have gotten caught up in that while mess when they had announced the new MX numbers but not yet fully moved to that new system.  You should see resolution shortly as long as you logged your issue thru bitinstant.com/contact

I'm assuming you included your zipzap acct. # in that ticket submission?  

Yes my most recent submission to bitinstant.com/contact included that info and pretty much everything seen here.
edit: its only been 1 week, i did the order on 4/10, reference code 37197841

I gave your order a manual push.  I'm not sure that is the solution that will solve your issue but if you do not see results from this then level 2 support will be able to help.  Thanks for your patience!

[URSAY]

My founds are in vacum for 2 days

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

Do you have any order information?

[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

I can definitely respect that, but who am I supposed to talk to if I am not receiving any responses back from support?

I'll be right here to help you. 

[endlessdark]

7 Days and counting...

Do you have any order info?

Have you logged your issue thru our main support channel?

bitinstant.com/contact ?

Sure, PM first and then bitnstant/contact.

OrderID: fa26d68d-d4e1-46d1-a045-e6fa94d54ec0
EventID: 524d600f-4579-45a4-9110-881385c59015
QuoteID: 6c3fe7df-6741-4b64-afde-95de18f8209e

[URSAY]

7 Days and counting...

Do you have any order info?

Have you logged your issue thru our main support channel?

bitinstant.com/contact ?

Sure, PM first and then bitnstant/contact.

OrderID: fa26d68d-d4e1-46d1-a045-e6fa94d54ec0
EventID: 524d600f-4579-45a4-9110-881385c59015
QuoteID: 6c3fe7df-6741-4b64-afde-95de18f8209e

Unfortunately I am unable to personally solve this issue.  You can expect a resolution from bitinstant.com/contact shortly.  Sorry for any delay.

[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?

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

I can definitely respect that, but who am I supposed to talk to if I am not receiving any responses back from support?

I'll be right here to help you. 

I'll give it a few more days, but if I don't hear anything back from them I will be back. Thanks!

[AgentDaleCooper]

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 ?

Yes. I first contacted bitinstant about this 2 days after the transaction was meant to go through, and it has been 2 solid weeks since then. I have sent 2 separate inquiries, one by email, the other through the support channel, and neither has been addressed.

[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 ?

Yes. I first contacted bitinstant about this 2 days after the transaction was meant to go through, and it has been 2 solid weeks since then. I have sent 2 separate inquiries, one by email, the other through the support channel, and neither has been addressed.

It looks like you may of been issued a Gox coupon.  Did you ever try redeeming it at Gox?

[glt512]

finally got my moneyyyyy. thank you bitinstant. sorry I had to spam your forums with 1 post everyday, but I was under the impression that this service would be instant when in fact it took 11 days. well thanks anyways.

[haggady]

I'm on the 4/8 list and have been trying to stay patient. I haven't received any emails or pm's and didn't contact bitinstant through their support page, so I'm just wondering if my issue is with level 2 support or something? There's my Mt. Gox account since i never provided that before. Thanks!

Zip Zap Account #334717899      (payment confirmed)

Quote ID    74c415c4-ddfd-4cd8-9a37-2ed2408fc51f
Event ID    6e31cb2e-df7f-4401-b1dd-2d6cec563aa5
Destination exchange    MtGox
Destination account    M57147593X

Order event log
Timestamp    Event ID    Event type
Sun Apr 7 19:35:03 2013   6e31cb2e-df7f-4401-b1dd-2d6cec563aa5   Quote for new transaction

Gave your order another push. 

It's been a 10 day wait for me and my event log is still stuck at "Quote for new transaction".
https://www.bitinstant.com/order_status/74c415c4-ddfd-4cd8-9a37-2ed2408fc51f

I don't think I did anything wrong.

I received this info from ZipZap. Maybe it will help in some way

Merchant order ID
4cad1b9f-06fc-463c-92eb-cd532d4dc66d
Customer account ID
334 717 899
Payment code
15557068
Status
Paid
Amount
105.00 USD
Final full order amount
108.95 USD

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