Official Newbie BitInstant Support Thread (Active Customer Support)

[bcn00b]

Ursay, I appreciate your response, but it's not helping, you keep telling me to keep filing at bitinstant.com/contact. I did that already and got the confirmation. Can you confirm for me the order is still in the queue and can you tell me how many issues are before me in the queue?

You only need to log your issue here once.  If you are properly inputting your order info then the system will not allow a dupe entry to be logged.  Unfortunately I am unable to notify you of your position in the queue.  We hope to have all support agents moved to a new software solution very soon (this week???) and I will be able to better update you regarding your issue.  Thanks for your patience and I apologize for any delays.

That's unfortunate. Will the still increasing losses be covered by Bitinstant? How many agents are there working on the queue?

[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

Gave you a push on zipzap acct. # 524193562! 

Ok, since nothing has gone thru yet can we try the other ZipZap Account
Since there is nothing in my GOX account that says which ZipZap went thru.
I was assuming that ZipZap - 524-193-562 - OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270 this was the right one

It could be that
ZipZap - 920-446-697 - OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a was the bad one. Or that I have the order ID backwards with the ZipZap Accounts.
So could you trying pushing thru
ZipZap - 920-446-697 - OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a
And then it could be
ZipZap 524-193-562 OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a
Or
ZipZap - 920-446-697 OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270
Just trying to think of anything that may work at this point.

I'm confused.  Do you have multiple orders that you need resolved or are you trying to guess which orders have failed and which have been successful?  Thanks.

I am trying to guess at this point.
The emails I received when the orders were processed did not pair the ZipZap Account number with the Order ID from BitInstant.
So the only thing I can think at this point is that either
ZipZap 920-446-697  - OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a
Is the order that did not go thru, or I have the incorrect ZipZap Account number with the incorrect OrderID
So that would flip the order IDs with the ZipZap Account Numbers.
ZipZap - 524-193-562 -OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a
ZipZap - 920-446-697 - OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270
Like I said, just trying anything at this point since all information was not paired together, and I processed both orders at the same time at the moneygram retailer.

I've looked up 2 of the zipzap acct. #s you provided and they both appear to be executed.  PLEASE keep all your order info guys.  When we have to chase orders without all info it can take a LOT of time.

Let's start all over.  How many orders do you have that are in question?  Can you lay out your orders in question very clearly?  Provide and order ID with zipzap acct. # on each.  No other info is required.  Please leave a space between orders that you are inquiring about so I can clearly see your multiple orders and which info goes with which order.  Thanks for your help.

Ok - Did two orders, one made it and one did not.
Processed the first at 2:48PM CST - Received an email at 2:49PM
ZipZap Acct - 920446697 OrderID - 19274754-2e2f-4a74-8cbe-64fc139f698a
No Time Stamp in GOX Account for Funding

Processed the second at 3:41PM CST - Received an email at 3:42PM
ZipZap Acct - 524193562 - OrderID - a8cb3b5c-45fb-4c76-b1b6-127e40dea270
There Does Appear to be a TimeStamp for this order
2013/04/03 21:42:05    Deposit       $480.05000    $480.53100
Transfer from bitinstant: BitInstant transfer

Thanks for helping me understand. 

Looks like the first order had a Gox coupon issued due to you using the old Gox acct. #.  Did you try the coupon?  What were the results?

The second order appears to have executed.

Yea your right weird, this whole time I thought the one with the API barfing was the one that did not go thru, but it did.
Yea, tried the code, no success. This code cannot be redeemed (non existing or already used)
Checked all my posts here, since I thought the other one went thru, I never posted that coupon code here.

Because you did not use your coupon, it has probably expired.  We will have to cancel your old coupon and reissue the funds to your Gox acct.  Please be patient.

I need your email and Gox MX acct. #

Account Number: M02303611X - Cogine@gmail.com

I have added you to our list where Gox codes need to be canceled and reissued.  Thanks for your patience.

Been on this list for almost 48 hours during the week.
Just wanting to make sure it takes this long to get an issues resolved on this list.
Never even knew of the Redeem Code Option on GOX until reading this forum.
Since the code expires after 24hours for some reason, and I did not even know of the code till 24hours after placing my order.
Thanx

[URSAY]

Hi, is Dwolla >> VouchX available? And how long is transfer?

If the feature is available on our site then it should be available for your use. 

[URSAY]

Ursay, I appreciate your response, but it's not helping, you keep telling me to keep filing at bitinstant.com/contact. I did that already and got the confirmation. Can you confirm for me the order is still in the queue and can you tell me how many issues are before me in the queue?

You only need to log your issue here once.  If you are properly inputting your order info then the system will not allow a dupe entry to be logged.  Unfortunately I am unable to notify you of your position in the queue.  We hope to have all support agents moved to a new software solution very soon (this week???) and I will be able to better update you regarding your issue.  Thanks for your patience and I apologize for any delays.

That's unfortunate. Will the still increasing losses be covered by Bitinstant? How many agents are there working on the queue?

In the cases where we control your BTC execution, your price is locked in at the time of your order.  We have multiple support reps working on your issues around the clock and we are always adding new help to the team when we can find qualified employees. 

[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! 

Ok, since nothing has gone thru yet can we try the other ZipZap Account
Since there is nothing in my GOX account that says which ZipZap went thru.
I was assuming that ZipZap - 524-193-562 - OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270 this was the right one

It could be that
ZipZap - 920-446-697 - OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a was the bad one. Or that I have the order ID backwards with the ZipZap Accounts.
So could you trying pushing thru
ZipZap - 920-446-697 - OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a
And then it could be
ZipZap 524-193-562 OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a
Or
ZipZap - 920-446-697 OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270
Just trying to think of anything that may work at this point.

I'm confused.  Do you have multiple orders that you need resolved or are you trying to guess which orders have failed and which have been successful?  Thanks.

I am trying to guess at this point.
The emails I received when the orders were processed did not pair the ZipZap Account number with the Order ID from BitInstant.
So the only thing I can think at this point is that either
ZipZap 920-446-697  - OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a
Is the order that did not go thru, or I have the incorrect ZipZap Account number with the incorrect OrderID
So that would flip the order IDs with the ZipZap Account Numbers.
ZipZap - 524-193-562 -OrderID: 19274754-2e2f-4a74-8cbe-64fc139f698a
ZipZap - 920-446-697 - OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270
Like I said, just trying anything at this point since all information was not paired together, and I processed both orders at the same time at the moneygram retailer.

I've looked up 2 of the zipzap acct. #s you provided and they both appear to be executed.  PLEASE keep all your order info guys.  When we have to chase orders without all info it can take a LOT of time.

Let's start all over.  How many orders do you have that are in question?  Can you lay out your orders in question very clearly?  Provide and order ID with zipzap acct. # on each.  No other info is required.  Please leave a space between orders that you are inquiring about so I can clearly see your multiple orders and which info goes with which order.  Thanks for your help.

Ok - Did two orders, one made it and one did not.
Processed the first at 2:48PM CST - Received an email at 2:49PM
ZipZap Acct - 920446697 OrderID - 19274754-2e2f-4a74-8cbe-64fc139f698a
No Time Stamp in GOX Account for Funding

Processed the second at 3:41PM CST - Received an email at 3:42PM
ZipZap Acct - 524193562 - OrderID - a8cb3b5c-45fb-4c76-b1b6-127e40dea270
There Does Appear to be a TimeStamp for this order
2013/04/03 21:42:05    Deposit       $480.05000    $480.53100
Transfer from bitinstant: BitInstant transfer

Thanks for helping me understand. 

Looks like the first order had a Gox coupon issued due to you using the old Gox acct. #.  Did you try the coupon?  What were the results?

The second order appears to have executed.

Yea your right weird, this whole time I thought the one with the API barfing was the one that did not go thru, but it did.
Yea, tried the code, no success. This code cannot be redeemed (non existing or already used)
Checked all my posts here, since I thought the other one went thru, I never posted that coupon code here.

Because you did not use your coupon, it has probably expired.  We will have to cancel your old coupon and reissue the funds to your Gox acct.  Please be patient.

I need your email and Gox MX acct. #

Account Number: M02303611X - Cogine@gmail.com

I have added you to our list where Gox codes need to be canceled and reissued.  Thanks for your patience.

Been on this list for almost 48 hours during the week.
Just wanting to make sure it takes this long to get an issues resolved on this list.
Never even knew of the Redeem Code Option on GOX until reading this forum.
Since the code expires after 24hours for some reason, and I did not even know of the code till 24hours after placing my order.
Thanx

We are aware of your situation and you are in queue to have your funds manually deposited into your Gox acct.  It will take some time to cancel your old coupon and then manually readjust your order.  Thanks for your patience.

[bcn00b]

Ursay, I appreciate your response, but it's not helping, you keep telling me to keep filing at bitinstant.com/contact. I did that already and got the confirmation. Can you confirm for me the order is still in the queue and can you tell me how many issues are before me in the queue?

You only need to log your issue here once.  If you are properly inputting your order info then the system will not allow a dupe entry to be logged.  Unfortunately I am unable to notify you of your position in the queue.  We hope to have all support agents moved to a new software solution very soon (this week???) and I will be able to better update you regarding your issue.  Thanks for your patience and I apologize for any delays.

That's unfortunate. Will the still increasing losses be covered by Bitinstant? How many agents are there working on the queue?

In the cases where we control your BTC execution, your price is locked in at the time of your order.  We have multiple support reps working on your issues around the clock and we are always adding new help to the team when we can find qualified employees. 

Multiple reps can mean 2 or 20 people working on it, how many exactly if I may ask?

[zxr829]

Hi, I posted last night and haven't gotten a response. I've been waiting over 36 hours. I submitted a ticket through the support page on the website. Here is my order info:

Order ID   9b7a6ec6-d7dc-465e-8690-6a2024b858af
Quote ID   d9d14ae7-407b-4906-8b5f-cabb8f9fb420
Event ID   4a091be2-c970-4001-a4f4-6e8b593760fa

Your issue would be best served at bitinstant.com/contact

If you have logged your issue here then you are currently in the support queue and our support agents are looking into your issue.  Thanks for your patience. 

I submitted a ticket to bitinstant.com/contact and never heard anything. Thanks for your response, though. I'll sit tight and hope for a quick resolution.

[URSAY]

Hi, I posted last night and haven't gotten a response. I've been waiting over 36 hours. I submitted a ticket through the support page on the website. Here is my order info:

Order ID   9b7a6ec6-d7dc-465e-8690-6a2024b858af
Quote ID   d9d14ae7-407b-4906-8b5f-cabb8f9fb420
Event ID   4a091be2-c970-4001-a4f4-6e8b593760fa

Your issue would be best served at bitinstant.com/contact

If you have logged your issue here then you are currently in the support queue and our support agents are looking into your issue.  Thanks for your patience. 

I submitted a ticket to bitinstant.com/contact and never heard anything. Thanks for your response, though. I'll sit tight and hope for a quick resolution.

Did you not receive an automated response which states that your issue has entered our support queue and is being worked on by our support team?  Check your spam folder.

[uncfan42204]

Please URSAY, let me no if i deposit money today, that it will go through to my mt.gox account?

[URSAY]

Please URSAY, let me no if i deposit money today, that it will go through to my mt.gox account?

I am showing your first issue as resolved and on your second price execution issue I have responded to you regarding the situation.  I believe I received no response?  Please let me know what I'm missing. 

[StrictlyBusiness]

Please URSAY, let me no if i deposit money today, that it will go through to my mt.gox account?

I am showing your first issue as resolved and on your second price execution issue I have responded to you regarding the situation.  I believe I received no response?  Please let me know what I'm missing. 

I would also like to know if I make a payment today will it show in my gox today.

[URSAY]

Please URSAY, let me no if i deposit money today, that it will go through to my mt.gox account?

I am showing your first issue as resolved and on your second price execution issue I have responded to you regarding the situation.  I believe I received no response?  Please let me know what I'm missing. 

I would also like to know if I make a payment today will it show in my gox today.

I've made several cash deposits to Gox thru Moneygram recently and had no problems.  Please double check your paperwork and make sure you do not make any errors which can delay your order.  You'll want to use the new Gox MX acct. #.  I hope that helps! 

[StrictlyBusiness]

Please URSAY, let me no if i deposit money today, that it will go through to my mt.gox account?

I am showing your first issue as resolved and on your second price execution issue I have responded to you regarding the situation.  I believe I received no response?  Please let me know what I'm missing. 

I would also like to know if I make a payment today will it show in my gox today.

Do I need to add the mx or just the number?

[URSAY]

Apparently input my email incorrectly because I never received a receipt for the order by email (so I don't have the order #).

My order was in Sunday, funds sent Monday afternoon. I've submitted a support ticket (no response) and a support email (no response). For my full personal info, you can look at those requests, not gonna post it here, but I don't have an order #. Email is isaiah.everin@gmail.com.

MtGox gave me a number separate from my account number for your service, a number that's always worked before, but this time your service asked for it to start with M and end in X. Wasn't sure why, so I just appended that to the number I had. Apparently you needed this number: M70139749X, and I gave M139749X.

My ZipZap Info: Amount to Pay: $159.95, Account Number: 931322408

Still waiting on an issue that should take all of 60 seconds to fix.

Have you logged your issue with our main support channel?

bitinstant.com/contact

[URSAY]

Please URSAY, let me no if i deposit money today, that it will go through to my mt.gox account?

I am showing your first issue as resolved and on your second price execution issue I have responded to you regarding the situation.  I believe I received no response?  Please let me know what I'm missing. 

I would also like to know if I make a payment today will it show in my gox today.

Do I need to add the mx or just the number?

Take a look at the front page of bitinstant.com and you will find this...

MtGox Account # (ex. M12345678X)

I hope that helps. 

[JakethePilot]

I have used your service twice to acquire bitcoins. The service is seamless and easy to use. I used the Moneygram option. I found your service to be the easiest and most economical way to acquire bitcoins for cash.

Thank You

I used bitinstant for my first bitcoin purchases and it worked great. Keep up the good work.

[uncfan42204]

So if i enter everything in correctly there shouldn't be any problems, it would be instant?

[ylwsub68]

I made a deposit through ZipZap on Wednesday, April 3 at 10:42 am and have not seen the funds appear in my Mt.Gox account (266386, or M25266386X). I have contacted Mt.Gox, and they have told me to contact BitInstant for a "transaction confirmation." I do not have a record of my Quote ID or Order ID because I thought I would receive an email copy of those details (this is my first time doing this). I sincerely hope that I'm not screwed out of my money because I don't have those details.

Please let me know what information you need to retrieve details of this transaction and we can determine where to go from there.

I made this deposit during the big Bitcoin inflation a few weeks ago, and I did notice shortly after I made the deposit, and while Gox was reporting outages, that they changed the format of account numbers, adding a few more digits. I really hope that my funds can still make it despite that change. But then again, that's probably up to Gox.

Thanks in advance, URSAY.

[hojo]

USRAY - is Bitinstant broke or just very incompetent or a little of both? Follow up question - do you regret your recent job change? My guess is they are low on funds and once they run out of money those final customers will be out of luck. That's my Miss Cleo psychic prediction. 

[crazylikeafox]

USRAY - is Bitinstant broke or just very incompetent or a little of both? Follow up question - do you regret your recent job change? My guess is they are low on funds and once they run out of money those final customers will be out of luck. That's my Miss Cleo psychic prediction.  

Not a bad prediction.  

https://plus.google.com/u/0/communities/112177264311909940483 - people banding together for a lawsuit

http://bitinstantscam.com/index.php - showing nearly half of all orders are never received

https://bitcointalk.org/index.php?board=83.0 - Bitinstant starting to populate the scam accusations board

https://www.facebook.com/Bitinstant - tons of complaints on their own FB page