Official Newbie BitInstant Support Thread (Active Customer Support)

[TWSherlock]

I made an order two weeks ago that I got the confirmation email on, yet no funds were deposited. I contacted support and have heard nothing back, particularly frustrating since it was just cash to MTGox, and I've used Bitinstant before with 0 problems. I'd appreciate some help.

Please check:
OrderID: 8bd640ee-8495-404f-9f8f-dd389629e52a
QuoteID: 59628447-feb5-4e51-bed6-a10fff6c99bd

It appears you may of received a Goc coupon.  Have you tried redeeming it?  What was the result?

I did not, the email said "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order" and there was no coupon supplied so far as I can tell. I do appreciate the quick response though.

Check that email for an API response.  That is your Gox coupon code.  Try depositing your coupon into Gox and let me know if you find success! 

Tried it under "Redeem MT.Gox code" and "Redeem Private Key" and neither worked. I haven't gotten a coupon from you guys before so if I'm not redeeming it correctly let me know.

[URSAY]

I made an order two weeks ago that I got the confirmation email on, yet no funds were deposited. I contacted support and have heard nothing back, particularly frustrating since it was just cash to MTGox, and I've used Bitinstant before with 0 problems. I'd appreciate some help.

Please check:
OrderID: 8bd640ee-8495-404f-9f8f-dd389629e52a
QuoteID: 59628447-feb5-4e51-bed6-a10fff6c99bd

It appears you may of received a Goc coupon.  Have you tried redeeming it?  What was the result?

I did not, the email said "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order" and there was no coupon supplied so far as I can tell. I do appreciate the quick response though.

Check that email for an API response.  That is your Gox coupon code.  Try depositing your coupon into Gox and let me know if you find success!  

Tried it under "Redeem MT.Gox code" and "Redeem Private Key" and neither worked. I haven't gotten a coupon from you guys before so if I'm not redeeming it correctly let me know.

Funding options / Add funds / Redeem Mt.Gox Code  

What was the response?

[TWSherlock]

It was "This code cannot be redeemed (non existing or already used)".

I suppose you'd know, but I think I remember hearing that coupons don't work after 24 hours.

[Katsuchiyo]

I got 5 posts and 4 hours active and I cant join other forums.. somebody help me? 

[URSAY]

It was "This code cannot be redeemed (non existing or already used)".

I suppose you'd know, but I think I remember hearing that coupons don't work after 24 hours.

I will have to add you to a support list which will cancel your expired coupon and manually deposit the funds into your Gox acct.  Please understand that this sort of thing can take some time.  I need your email, order ID #, and Gox MX acct. # please. 

[URSAY]

I got 5 posts and 4 hours active and I cant join other forums.. somebody help me? 

Post more in the noob areas and you'll eventually be allowed out of your cage. 

[TWSherlock]

It was "This code cannot be redeemed (non existing or already used)".

I suppose you'd know, but I think I remember hearing that coupons don't work after 24 hours.

I will have to add you to a support list which will cancel your expired coupon and manually deposit the funds into your Gox acct.  Please understand that this sort of thing can take some time.  I need your email, order ID #, and Gox MX acct. # please. 

I PMed you, appreciate the help.

[kstepyra]

Hello,

Tried to test exchange using $20 on btc-e to transfer it to mtgox and while waiting i have seen these messages from service

Timestamp    Event ID    Event type
Sun Apr 14 23:17:26 2013   xxx   Quote for new transaction
Sun Apr 14 23:18:02 2013   xxx   New Order
Sun Apr 14 23:16:19 2013   xxx   MTGox Order Loading
Sun Apr 14 23:16:20 2013   xxx   BTC-E coupon deposited at BitInstant account
Sun Apr 14 23:31:17 2013   xxx   BTC-E coupon deposit failed

As stated above i see "BTC-E coupon deposited at BitInstant account" but no funds on mtgox...
I haven't received mtgox funds yet and btc-e coupon is not working (already used) - tried it after failure of bitinstant system.

Reply from customer support:
"I would recommend creating a new order with a new coupon. Better luck next time!"

"Better luck next time" ? :-) is this a lottery or i am missing something?

[briang35]

Please help me.  I just deposited all my money to wal-mart doing a moneygram to my bitinstant email and I sent it to the wrong email...  The email I meant to send it to was just made today, and instead of it having .com (domain) at the end like most emails, it has .fr  (france) and I wasn't aware of that.  So I sent it to a non-existant .com email instead of my .fr email. 

I sent a message via the contact us tab on the bitinstant website, but I am worried of how long a response will take, and I really need to get this solved TODAY.  Please and a future thanks

Please be aware that input errors in your order can delay your order.  Please be patient while our customer support team corrects your order and sends it back thru the system.

You are in the support queue as long as you've logged your issue at bitinstant.com/contact

Thanks for your patience.

I appreciated the quick response yesterday, but nothing is happening with my order.  The only email I recieved from you guys is the email confirming my issue.  All that needs to be done is to send my bitcoins to the correct email, it shouldn't take this long.  My event ID is 2b5f7982-dce9-4e61-a664-60d18225c286 but I can't see my order ID on the page just my event and quote ID.
Please get these bitcoins to me in a few hours. 

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

This puts you directly into our support queue where our support team is able to work on your issue and try to provide you with a solution!  

What's your zipzap acct. #?

Yes I sent it directly 24 hours ago.  I just tried sending a new one but it wouldn't let me cause I sent it yesterday and it's the same order id.
I don't know if I have a zipzap account number but the refereance/refereal number is 948986614

[Ksteezy]

Sent the moneygram to zipzap at about 8:30 p.m. on Tuesday the 16th and my funds still havent been deposited in my blockchain wallet. I got an email from zipzap saying the received the payment. I got an email from bitinstant apologizing for the back up and said that if it took over 24 hours to resolve that it would be made a priority, but its now been 2 days and I don't have much fingernail left to bite.
Quote ID: fea92563-7cee-43a3-b8a0-460c30b77e22
Event ID: a5b64d4e-a23b-4c45-9ab3-5e02fedc6313

Please help? D:

[justtired]

My issue is now solved and I am content. Thank you Urslay and those at Bitinstant that worked to resolve my issue.

[uncfan42204]

Money was deposited and was on my Gox account when i got home. Everything worked out this time. thanks!

[mel2000]

Ordered two days ago. No confirmation email and no funds deposited yet.

QuoteID: 838e5efb-d66f-4425-8c99-266eb0e5eee6

Could i just cancel that order and try again? Thanks.

[TedDansonsHair]

I submitted a ticket on April 11th and I still haven't heard back from your support staff. What gives, ursay, I thought I just had to be patient?

April 2nd
Funds sent (after both fees): $303.39 USD
Received: $267 USD
Missing: $36

April 10th
Funds sent (after both fees): $302.43 USD
Received: $164 USD(!!!!)
Missing: ~$138
You charged me $214 for coins that were trading at $116. I remember checking bitcoinity directly after placing the order on bitinstant. It was not $214 then and it wasn't $214 when I paid through moneygram. You straight up stole half of my money in this instance.

April 12th
Funds sent (after both fees): $451.27 USD
Received: $361 USD
Missing: ~$90
Bitcoins were trading for $105 when I paid for this order, you charged me a rate of $128 per coin. This was the only order that mattered, you guys really fucked me on that one.

Look, I've laid it all out for you, I can prove that you guys have taken hundreds of dollars from me. Can you just give me my money?

[hojo]

Shame on you for letting them steal from you 3 times. If i was a merchant and ripped you off would you buy from me again? If so let me know I will join Bitinstant and scam you as well.

[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.

Great!  Thanks for helping me learn more about your issue so I can try and help resolve it!

I now need your email address, Gox MX acct. #, and order ID # so we can cancel your coupon and reissue your order directly into your Gox acct.  Thanks!

ok here is that info

email address: AgentDaleCooper@tormail.org
mtgox acct #: M41251076X
OrderID: 9b6b957d-40de-41f6-a17e-8bed5be2ba2c

[eliteelectrician]

order placed on tuesday 4/16 via cash to bitcoin address money never came through zip zap said its was your fault im getting screwed here please help me out asap, ive also been hearing horror stories about people not getting the correct amount back i would like for that problem not to happen as well.



Merchant order ID
899f7d77-40a0-4756-aca2-5f785ab3fc29

[TedDansonsHair]

Shame on you for letting them steal from you 3 times. If i was a merchant and ripped you off would you buy from me again? If so let me know I will join Bitinstant and scam you as well.

How's your jump to conclusions mat working out? You dolt, bitinstant is the only way for me to obtain bitcoins without having to deal with a very long wait time and invasive verification processes.

[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.

Day 9. Still nothing.
This is getting a bit absurde now.

[zxr829]

It's been 48 hours since my order and quite a bit of time since I submitted a ticket through the support page on the site. I noticed you've been able to push some other people's orders. Would that be possible for mine? It was Dwolla->bitcoin address. Order info:

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