Official Newbie BitInstant Support Thread (Active Customer Support)

[Epicblood]

Im scared to upload money through bitinstant it took a week to get my money last time and i dont want to go through that again... URSAY if i deposit money to my mt.gox account tomorrow would it actually be instant this time??

I wouldn't risk it atm, not until everyone has the money they are owed.

[Katnip]

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 ?

-Amount: $125

-ZipZap Account #: Account #
772420998

BTC Address: 1B5WMQX72V1CNRh6DoKEnK8znk9FkaSuUy

Do you have an order # or quote ID #?  Thanks. 

No, as I mentioned, I never received anything from BitInstant.

[kangaroos]

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

It is now 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 - Can we come to an agreement of 8 BTC to make up for losses caused by the slow service?

I would be happy to submit any request for a refund.

By refund do you mean 8 BTC?

$480 / market low = 9.2 BTC

But Im fine with only 8 BTC...

[colonel2121]

Thought I would post my experience on here. I sent 300 hundred through bitinstant with cash at a cvs on 4/9. Today i finally received my money into Bitstamp. Seth was the rep that helped me. I put a post here on 4/10 and then sent in a request through the contact page. After 4 hours, I received an autoreply.

I choose to patiently wait seeing how everyone was reacting here. I eventually got a response from Seth on 4/13 saying they had low funds and that once they had more funds in Bitstamp my order would be manually transferred. So that happened today. I am not sure if I will ever use bitinstant again as this process was extremely stressful wondering if I would ever get my money. I can understand the over-whelming use of their system with the sudden urge for people to get into bitcoin, but if you want to keep customers you have got to do something a little extra for them if your system doesnt work as it should, like not charging your fee or giving a discount. I work in customer service and know this very well.

At least I got my money. So any advice I can give people who dont have their money yet, just patiently wait, use their form and you will be contacted by someone and eventually get your money.

[btc_lurker]

I eventually got a response from Seth on 4/13 saying they had low funds and that once they had more funds in Bitstamp my order would be manually transferred.

Although all my issues got solved eventually, I find this new information you posted very alarming. If I sent them money, accepted their fees, I don't see how they could be on "low funds" assuming the service is honest. If it is not fully honest then it is a whole different situation... I cannot backup this, and I'm not trying to say they are not honest, but being low on funds is very strange given they should be just repassing the money already received.

[leahsandes]

i have the same problem here..and i got a virus :\

[silient]

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?

xxnicholas.jamesxx@gmail.com



however, I do believe i accidentally entered
xxnicholas.jamessxx@gmail.com...

Not sure why i was emailed then at this point... Can you please look into it?

This could take sometime for us to investigate and then reverse the acct. in question and renew the order with the correct info.  What info did you include in your support request at bitinstant.com/contact ?

the email i recieved was correct. I was mistaken. I just need the original order to go through.

it has This mtgox accoutn : M21345146X

and this zipzap account: 754 049 468

[URSAY]

Usually my bitcoins appear within a few hours.  My girlfriend and I each submitted 2 orders yesterday and they have not shown up yet.  Please help. This is $1800 worth...I did log through the contact page

782aea26-103d-4cb8-a9ec-cb4d112777ba
80c8c340-67d3-4fc7-a029-fd228d2ede62
a0875c30-4b6f-433d-af32-973d0301d521
e7d3fa89-018e-436a-9a3a-ec8e10a4f9cd

Thanks

Have you logged your issue thru our main support channel?

bitinstant.com/contact

Are those order ID #s?  Quote ID #s?  Thanks. 

[URSAY]

Im scared to upload money through bitinstant it took a week to get my money last time and i dont want to go through that again... URSAY if i deposit money to my mt.gox account tomorrow would it actually be instant this time??

I have said many times recently in this thread.  You can go back and look if you like.  I've made several deposits to Gox throughout the past weeks and only 1 had issue which I expected because I was testing for customers.

Just make sure you use your new Gox MX acct. # and double check your info so your don't make any mistakes! 

[subnoxious]

inakohma@gmail.com

[zxr829]

I've been waiting over 24 hours for my BTC. I know this isn't as long as many others and my order was "only" for $87, but that's actually a lot of money to me. My order ID is 9b7a6ec6-d7dc-465e-8690-6a2024b858af. The order status page hasn't changed one bit in a while and I'm getting frustrated/worried.

[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 ?

-Amount: $125

-ZipZap Account #: Account #
772420998

BTC Address: 1B5WMQX72V1CNRh6DoKEnK8znk9FkaSuUy

Do you have an order # or quote ID #?  Thanks. 

No, as I mentioned, I never received anything from BitInstant.

I know that we were seeing some delays today with these types of orders and made the announcement on Twitter @bitinstanthelp

However, I see that your order was placed much earlier.  Have you logged your ticket with bitinstant.com/contact ?

I just tried to manually push your order thru but today's problems may still affect your order.  If you don't see anything in 24 hours your welcome to ask for an update and I will so my best to give you a current status.  Thanks!

[URSAY]

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

It is now 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 - Can we come to an agreement of 8 BTC to make up for losses caused by the slow service?

I would be happy to submit any request for a refund.

By refund do you mean 8 BTC?

$480 / market low = 9.2 BTC

But Im fine with only 8 BTC...

When we are placing a BTC order for you we can lock in the price at the time of the order.  This order was a deposit of funds into a Gox account so it's a different situation.  But as I've promised, I am willing to submit any requests for refunds.

[trevorj]

I've sent PMs on here and Reddit, I'm going to publicly paste my last one here because that's the only way I seem to get any responses.

Re: Order not completely fulfilled since 4/4
« Sent to: URSAY on: Today at 02:58:59 AM »
Quote  Reply  Delete 
Quote from: trevorj on April 09, 2013, 09:18:20 PM
Order Id: 7fe6085f-904a-4ca1-95f5-4a82d5122d61
'New Order' Date: Thu Apr 4 07:28:03 2013
'Manual transfer' Date: Tue Apr 9 01:01:53 2013

Hi, you guys did a manual transfer for my order, but I didn't get the amount of bitcoins I was quoted to get. Please advise.

Dude, it's been weeks. Why won't you respond?

[trevorj]

I've sent PMs on here and Reddit, I'm going to publicly paste my last one here because that's the only way I seem to get any responses.

Re: Order not completely fulfilled since 4/4
« Sent to: URSAY on: Today at 02:58:59 AM »
Quote  Reply  Delete 
Quote from: trevorj on April 09, 2013, 09:18:20 PM
Order Id: 7fe6085f-904a-4ca1-95f5-4a82d5122d61
'New Order' Date: Thu Apr 4 07:28:03 2013
'Manual transfer' Date: Tue Apr 9 01:01:53 2013

Hi, you guys did a manual transfer for my order, but I didn't get the amount of bitcoins I was quoted to get. Please advise.

Dude, it's been weeks. Why won't you respond?

Keep in mind I've also mentioned this here, on this thread, without any replies that I am aware of.

[dannnk]

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!  

Still nothing.  :-(

And... still nothing.

[URSAY]

I've sent PMs on here and Reddit, I'm going to publicly paste my last one here because that's the only way I seem to get any responses.

Re: Order not completely fulfilled since 4/4
« Sent to: URSAY on: Today at 02:58:59 AM »
Quote  Reply  Delete 
Quote from: trevorj on April 09, 2013, 09:18:20 PM
Order Id: 7fe6085f-904a-4ca1-95f5-4a82d5122d61
'New Order' Date: Thu Apr 4 07:28:03 2013
'Manual transfer' Date: Tue Apr 9 01:01:53 2013

Hi, you guys did a manual transfer for my order, but I didn't get the amount of bitcoins I was quoted to get. Please advise.

Dude, it's been weeks. Why won't you respond?

Keep in mind I've also mentioned this here, on this thread, without any replies that I am aware of.

I've spoken with you regarding this issue many times and I actually just answered your PM.  Price execution and fee reversals can take time to research and then refund.  Your issue is logged.  Please be patient as we get to your issue.  Thanks.

[pilotbo]

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. #?

Yes I logged a complaint 3 days ago.

zipzap Account # 682900501

[bcn00b]

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 ?

Yes, I did that 2 already 2 days ago. Please hurry up, this joke has cost me $225 already. I would also accept 7.5 BTC at this point as payment, that would make everything alright, assuming the price doesn't drop below $60 per bitcoin.

[FireBlazzer]

Hello... i have bought bitcoins from bitinstant 27 hours ago... it was sopposed to be sent to my bitcoin adresss.... but i have not recieved my bitcoins.

zip zap sent me an email confirmation saying they recieved my payment.. but its 26 hours later, no bitcoins has been sent to me.

i have reviewed the information and it seems i have done everything correctly... this is my third time buying bitcoins and i did everything the same, as normal.

can you please fix this?... this delay has costed me big, both in extra money i had to pay, and in massive oppurtuntiy costs/loss. (that i can never get back)

time is money, indeed... and i have to try very hard to contain my anger at this delay.... i would appraciate it if you can fix this asap.

here is the info i was given  (i dont think i have an order number, if i do, im not sure what number that is.)

(please note these are manualy imputed numbers , not copy pasted,)

quote ID:  38d38cad-8c20-496f-b7a3-b103bbcd120

Event ID: d2d9e99b-ea32-442b-9ce6-e18f4c9ea603

zipzap given Account Number: 177574217