Official Newbie BitInstant Support Thread (Active Customer Support)

[evilzpet]

URSAY any word yet on my order?  11 days and still no coins:(

[evilzpet]

URSAY any word yet on my order?  11 days and still no coins:(

4/7

zipzap 343 136 495 $500.00

591 889 621 $500.00

email: boneddy2000@yahoo.com

[URSAY]

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

Are you referring to cash to Gox thru Moneygram?  Please use the quote button when responding to posts and PMs so I understand what we are discussing.  Thanks!

[URSAY]

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.

You can go back in your browser history to find your order and/or quote IDs.  If you have a zipzap acct. # you can also provide that 9 digit # so I can look up your issue.  You will also want to log your issue thru our main support channel at...
bitinstant.com/contact

Thanks.

[URSAY]

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. 

We are not broke by any means.  Rather, we are dealing with a large overnight demand for Bitcoin.  We are always looking for ways to serve you better.  We hope to have ALL cs reps on a new software solution very soon which should improve communication and support times.  Also, we are launching a new website very soon which will resolve a lot of the issues that our customers have being complaining about.

I love my new job and I enjoy the challenge of trying to help new users understand this new economy while we improve one of the longest lasting ways to purchase BTC.

Thanks! 

[URSAY]

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

It's impossible to even add positive feedback on the 2nd site and I am banned from using it (by the webmaster) to try and help customers.

Accusations on the scam board seem to be the same recent customers who have just logged their support issues and that I am already trying to help. 

[URSAY]

URSAY any word yet on my order?  11 days and still no coins:(

4/7

zipzap 343 136 495 $500.00

591 889 621 $500.00

email: boneddy2000@yahoo.com

Your issue is still in the support queue and we will contact you when we need more info or have a resolution.  I'm very sorry for any delays.

[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.

You can go back in your browser history to find your order and/or quote IDs.  If you have a zipzap acct. # you can also provide that 9 digit # so I can look up your issue.  You will also want to log your issue thru our main support channel at...
bitinstant.com/contact

Thanks.

My browser clears history every time I close it, so I can't get to those IDs. I did keep the zipzap payment slip, however. And I have sent a support email through that very page on April 8.  

Zipzap acct # 327660882  $103.95

Thanks for your quick reply and assistance.

[URSAY]

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.

You can go back in your browser history to find your order and/or quote IDs.  If you have a zipzap acct. # you can also provide that 9 digit # so I can look up your issue.  You will also want to log your issue thru our main support channel at...
bitinstant.com/contact

Thanks.

My browser clears history every time I close it, so I can't get to those IDs. I did keep the zipzap payment slip, however. And I have sent a support email through that very page on April 8.  

Zipzap acct # 327660882  $103.95

Thanks for your quick reply and assistance.

It looks like you may of gotten caught up in the Gox acct. # change.  What is your new Gox MX acct. #?

[silient]

could you give my order another push? zipzap account 754 049 468

[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.

You can go back in your browser history to find your order and/or quote IDs.  If you have a zipzap acct. # you can also provide that 9 digit # so I can look up your issue.  You will also want to log your issue thru our main support channel at...
bitinstant.com/contact

Thanks.

My browser clears history every time I close it, so I can't get to those IDs. I did keep the zipzap payment slip, however. And I have sent a support email through that very page on April 8.  

Zipzap acct # 327660882  $103.95

Thanks for your quick reply and assistance.

It looks like you may of gotten caught up in the Gox acct. # change.  What is your new Gox MX acct. #?

Gox acct # M25266386X    old acct # 266386

[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

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.

I have received received my funds
Thanx Ursay - BitInstant will stabilize eventually

[URSAY]

could you give my order another push? zipzap account 754 049 468

PUSHED! 

[URSAY]

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.

You can go back in your browser history to find your order and/or quote IDs.  If you have a zipzap acct. # you can also provide that 9 digit # so I can look up your issue.  You will also want to log your issue thru our main support channel at...
bitinstant.com/contact

Thanks.

My browser clears history every time I close it, so I can't get to those IDs. I did keep the zipzap payment slip, however. And I have sent a support email through that very page on April 8.  

Zipzap acct # 327660882  $103.95

Thanks for your quick reply and assistance.

It looks like you may of gotten caught up in the Gox acct. # change.  What is your new Gox MX acct. #?

Gox acct # M25266386X    old acct # 266386

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

I am working on getting the resources to solve these issues on my own.  I hope to have these powers soon.  Sorry for any delays.

[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.

You can go back in your browser history to find your order and/or quote IDs.  If you have a zipzap acct. # you can also provide that 9 digit # so I can look up your issue.  You will also want to log your issue thru our main support channel at...
bitinstant.com/contact

Thanks.

My browser clears history every time I close it, so I can't get to those IDs. I did keep the zipzap payment slip, however. And I have sent a support email through that very page on April 8.  

Zipzap acct # 327660882  $103.95

Thanks for your quick reply and assistance.

It looks like you may of gotten caught up in the Gox acct. # change.  What is your new Gox MX acct. #?

Gox acct # M25266386X    old acct # 266386

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

I am working on getting the resources to solve these issues on my own.  I hope to have these powers soon.  Sorry for any delays.

Is there a way for you to retrieve the QuoteID for me, for this transaction, since it is apparently required in order to submit a ticket? You can PM it for privacy if you need.

[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

Yup. And still not fixed. These wait times are absurd. I'm missing 2 characters from the account number I gave to BitInstant. It would take one person 30 seconds to fix that.

When customers do not submit their orders correctly it takes time to manually fix these issues.  Thanks for your patience as we work thru the queue and get to resolving your problem.

[URSAY]

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.

You can go back in your browser history to find your order and/or quote IDs.  If you have a zipzap acct. # you can also provide that 9 digit # so I can look up your issue.  You will also want to log your issue thru our main support channel at...
bitinstant.com/contact

Thanks.

My browser clears history every time I close it, so I can't get to those IDs. I did keep the zipzap payment slip, however. And I have sent a support email through that very page on April 8.  

Zipzap acct # 327660882  $103.95

Thanks for your quick reply and assistance.

It looks like you may of gotten caught up in the Gox acct. # change.  What is your new Gox MX acct. #?

Gox acct # M25266386X    old acct # 266386

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

I am working on getting the resources to solve these issues on my own.  I hope to have these powers soon.  Sorry for any delays.

Is there a way for you to retrieve the QuoteID for me, for this transaction, since it is apparently required in order to submit a ticket? You can PM it for privacy if you need.

Order ID # a992c756-6dbe-41bf-9047-4fe4d8983c27

[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.

You can go back in your browser history to find your order and/or quote IDs.  If you have a zipzap acct. # you can also provide that 9 digit # so I can look up your issue.  You will also want to log your issue thru our main support channel at...
bitinstant.com/contact

Thanks.

My browser clears history every time I close it, so I can't get to those IDs. I did keep the zipzap payment slip, however. And I have sent a support email through that very page on April 8.  

Zipzap acct # 327660882  $103.95

Thanks for your quick reply and assistance.

It looks like you may of gotten caught up in the Gox acct. # change.  What is your new Gox MX acct. #?

Gox acct # M25266386X    old acct # 266386

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

I am working on getting the resources to solve these issues on my own.  I hope to have these powers soon.  Sorry for any delays.

Is there a way for you to retrieve the QuoteID for me, for this transaction, since it is apparently required in order to submit a ticket? You can PM it for privacy if you need.

Order ID # a992c756-6dbe-41bf-9047-4fe4d8983c27

Thanks for the quick work on getting the Order ID! Logged.

[akabmikua]

@URSAY,

Can I have any update to my orders? the transactions is still incomplete and BTCitcoins are not showing up (You din't yet send them).

As said earlier, Ira never responds.

Can you push my order once more? This time to someone else?
Also, please add it to top-priority. That sum is probably the highest here.

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

Thanks! (I lost my patience, anyways 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.

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

As I wrote in my first post, mtgox said bitinstant recalls them after 24 hours. I have tried it and it does not work. I need another code emailed to me, or I need these funds manually deposited into my mtgox account as they were slated to have been when I made my order over 2 weeks ago.