Official Newbie BitInstant Support Thread (Active Customer Support)

[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

Do you have any other info about your order?

What else do you need? here quote id: a79d33db-ab3f-4d78-979f-16a34e960d56
Event id 2b5f7982-dce9-4e61-a664-60d18225c286
email coltsfan533333@yahoo.FR

This issue would best be served thru bitinstant.com/contact

Our support times should be greatly improved at this point.  Thanks for your patience.

Well I just tried sending another complaint or w/e but it wouldn't let me because I sent one Two days ago..

[haggady]

Thank you it's resolved 

[URSAY]

any news regarding my issue,please provide very approximate estimate when you will resolve it, do you need any more info from me?
Thank you.

Wrong exchange rate:

Order made Friday 12,2013
Paid 384.04 predominant rate was about $90 for BTC at the time of order, I would expect to receive about  384.04/90=4.26BTC I only received :3.27181814  about 1BTC missing. In other words you used rate of 384.04/3.27181814=117.3781621 about $30 more per BTC then the actual rate! I understand that exchange rate
fluctuate but not by $30 on Mt. Gox. On Saturday 13 I send the issue about it using the contact form on your website, still no reply.

Thank you for your help.

Order Details:

Order completed
Order receipt

Quote ID   2eb653fc-8bf4-4448-8712-8cb6c383fe2e
Event ID   46c50170-a4c5-4cc1-9c64-ce9dce635bc8
Fees (inclusive)   3.99%%
Amount you paid   $400.0 USD
Amount you will receive   $384.04 USD
Destination exchange   Bitcoin Address
Destination account   1NqvVmiN9GcRH2SsuhnFv42q8xBQ7fZbTA
Order event log

Timestamp   Event ID   Event type
Fri Apr 12 19:39:09 2013   46c50170-a4c5-4cc1-9c64-ce9dce635bc8   Quote for new transaction
Fri Apr 12 20:06:26 2013   c5d1f50a-bef9-4fc0-bd18-0e32a8c03205   New Order
Sat Apr 13 00:14:29 2013   27aceeea-6684-4917-bae8-a2a79283d2b5   MTGox Order Loading
Sat Apr 13 00:29:30 2013   5bb1afff-83e0-4360-a481-6b63a32f2800   Order executed - funds deposited at remote exchange

Issue logged.  These types of issues can take some time to research on our end.  Please be patient.

As we drastically reduce our support back log we will be able to spend more time on price execution issues.  As I've mentioned before, these issues can take some time to research and then must be escalated for a refund.  Thanks for your patience.

[URSAY]

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

Do you have any other info about your order?

What else do you need? here quote id: a79d33db-ab3f-4d78-979f-16a34e960d56
Event id 2b5f7982-dce9-4e61-a664-60d18225c286
email coltsfan533333@yahoo.FR

This issue would best be served thru bitinstant.com/contact

Our support times should be greatly improved at this point.  Thanks for your patience.

Well I just tried sending another complaint or w/e but it wouldn't let me because I sent one Two days ago..

The system will not allow you to log a duplicate issue as there is no need.  If you've already logged your issue once then our support team is working on finding you a resolution.  Thanks for your patience.

[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?

You logged all 3 of these in one ticket?  Have you verified your execution prices at bitcoincharts.com ?

My apologies, I should have been clearer. No, I didn't log all three issues on one ticket. I have outstanding tickets for April 10th and the 12th, the April 2nd one seemed trivial at the time, but now I'm going to log a ticket for it after I get home today.

I cannot check bitcoincharts on my phone, their site doesn't work on mobile devices I guess. Actually, no, why should I check it? It's your job to figure these things out, man. I'm at work myself, I've wasted too much time as it is dealing with this shit.

So what are you going to do about this? I've been waiting for over a week now and I'm not going away.

[URSAY]

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?

You logged all 3 of these in one ticket?  Have you verified your execution prices at bitcoincharts.com ?

My apologies, I should have been clearer. No, I didn't log all three issues on one ticket. I have outstanding tickets for April 10th and the 12th, the April 2nd one seemed trivial at the time, but now I'm going to log a ticket for it after I get home today.

I cannot check bitcoincharts on my phone, their site doesn't work on mobile devices I guess. Actually, no, why should I check it? It's your job to figure these things out, man. I'm at work myself, I've wasted too much time as it is dealing with this shit.

So what are you going to do about this? I've been waiting for over a week now and I'm not going away.

Logging all of your issues separately is recommended so you can see a solution for each issue.

I am asking you to provide as much info as possible regarding any issues you have.  This will further speed up your resolution time.  The choice is yours. 

blockchain.info was down yesterday but seems to be back online today.

[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?

You logged all 3 of these in one ticket?  Have you verified your execution prices at bitcoincharts.com ?

My apologies, I should have been clearer. No, I didn't log all three issues on one ticket. I have outstanding tickets for April 10th and the 12th, the April 2nd one seemed trivial at the time, but now I'm going to log a ticket for it after I get home today.

I cannot check bitcoincharts on my phone, their site doesn't work on mobile devices I guess. Actually, no, why should I check it? It's your job to figure these things out, man. I'm at work myself, I've wasted too much time as it is dealing with this shit.

So what are you going to do about this? I've been waiting for over a week now and I'm not going away.

Logging all of your issues separately is recommended so you can see a solution for each issue.

I am asking you to provide as much info as possible regarding any issues you have.  This will further speed up your resolution time.  The choice is yours. 

blockchain.info was down yesterday but seems to be back online today.

I did log them separately, I have explained this to you already.

I gave you all of the information that I have, I even formatted it for you so you wouldn't have trouble reading it. What else could you possibly want from me?

I need to stop, you have such a knack for infuriating me, Ursay.

[rollingballs]

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

AND ANOTHER DAY WITH NO BITCOINS...FUCK YOU BITINSTANT!

[URSAY]

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?

You logged all 3 of these in one ticket?  Have you verified your execution prices at bitcoincharts.com ?

My apologies, I should have been clearer. No, I didn't log all three issues on one ticket. I have outstanding tickets for April 10th and the 12th, the April 2nd one seemed trivial at the time, but now I'm going to log a ticket for it after I get home today.

I cannot check bitcoincharts on my phone, their site doesn't work on mobile devices I guess. Actually, no, why should I check it? It's your job to figure these things out, man. I'm at work myself, I've wasted too much time as it is dealing with this shit.

So what are you going to do about this? I've been waiting for over a week now and I'm not going away.

Logging all of your issues separately is recommended so you can see a solution for each issue.

I am asking you to provide as much info as possible regarding any issues you have.  This will further speed up your resolution time.  The choice is yours. 

blockchain.info was down yesterday but seems to be back online today.

I did log them separately, I have explained this to you already.

I gave you all of the information that I have, I even formatted it for you so you wouldn't have trouble reading it. What else could you possibly want from me?

I need to stop, you have such a knack for infuriating me, Ursay.

I'm sorry that you are upset.  My only goal is to help solve your problem.  Are you saying you are trying to log this with me or you have already logged all of these issues in the proper support channel?

bitinstant.com/contact

[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

AND ANOTHER DAY WITH NO BITCOINS...FUCK YOU BITINSTANT!

It would be really helpful if when you posted about your problem you gave us a clear idea of your issue.  Acct. #s that are not labeled properly will add to the time of your resolution.

[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:

This type of issue would be best resolved by going thru our normal support channels...

bitinstant.com/contact

I am hearing the queue is disappearing so many are seeing much quicker resolutions.  

I filed the report with your normal support channels 3 days ago and they told me they would either have it resolved or make it a priority if it wasn't resolved in 24 hours.
and it says I can't resubmit the ticket with the same ID info. So I'm totally stumped.

[URSAY]

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:

This type of issue would be best resolved by going thru our normal support channels...

bitinstant.com/contact

I am hearing the queue is disappearing so many are seeing much quicker resolutions.  

I filed the report with your normal support channels 3 days ago and they told me they would either have it resolved or make it a priority if it wasn't resolved in 24 hours.
and it says I can't resubmit the ticket with the same ID info. So I'm totally stumped.

Yes, they are working on your issue and you should receive a response soon!

[skyhenge]

hi charlie,

my deposit - was sent to the wrong mtgox acct number as per the email i got the same day.

order id is a4c81489-5c9b-43bb-8556-7232450475f8

they need to add another 3 between the other two threes on my mtgox acct number to correct it

thanks!

Have you filed a support ticket thru our main channel?

bitinstant.com/contact

What is your Gox MX acct. #?

yes, i did file the online form the same day..

M03338532X is the proper number for me - the account my deposit was evidently sent to was M0338532X

thanks for your prompt response!   

Hi again,

just got this email this evening:

Hello Michelle,

I'm showing the funds were deposited into your Mt.Gox account, M0338532X, Apr 13 2013 22:45. Hope that clears things up!

---
Sincerely,
Mandrik


so even though I have explained this numerous times how the account was not my account number, which I copied and pasted from Mt. Gox, btw, I get the response from someone who did not evidently bother to look at the reason for the support ticket.  

 It appears that people are not paying attention.  

Can something be done?

thanks

I'm sorry that you are not seeing the correct resolution.  I will personally log your order info and see what I can do to get your a proper resolution.  I just need your email address.  Thanks for your patience.

I sent it to you in a PM

[URSAY]

hi charlie,

my deposit - was sent to the wrong mtgox acct number as per the email i got the same day.

order id is a4c81489-5c9b-43bb-8556-7232450475f8

they need to add another 3 between the other two threes on my mtgox acct number to correct it

thanks!

Have you filed a support ticket thru our main channel?

bitinstant.com/contact

What is your Gox MX acct. #?

yes, i did file the online form the same day..

M03338532X is the proper number for me - the account my deposit was evidently sent to was M0338532X

thanks for your prompt response!   

Hi again,

just got this email this evening:

Hello Michelle,

I'm showing the funds were deposited into your Mt.Gox account, M0338532X, Apr 13 2013 22:45. Hope that clears things up!

---
Sincerely,
Mandrik


so even though I have explained this numerous times how the account was not my account number, which I copied and pasted from Mt. Gox, btw, I get the response from someone who did not evidently bother to look at the reason for the support ticket.  

 It appears that people are not paying attention.  

Can something be done?

thanks

I'm sorry that you are not seeing the correct resolution.  I will personally log your order info and see what I can do to get your a proper resolution.  I just need your email address.  Thanks for your patience.

I sent it to you in a PM

Yup I got it thanks.

[Droganan]

This order has been loading since 4/7/2013 and a support ticket is in the queue.

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

[URSAY]

This order has been loading since 4/7/2013 and a support ticket is in the queue.

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

Unfortunately I cannot personally fix your issue so your resolution will come thru the normal support channel.  Thanks for your patience!

[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.

Day 10. Still nothing.  Now I'm not even being acknowledged.

[URSAY]

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.

Day 10. Still nothing.  Now I'm not even being acknowledged.

Your issue will be best served thru our main support channel...

bitinstant.com/contact

I'm sorry that I am unable to personally solve this problem.

[alphagolf2231]

Hi there,
Could you please check for any problems with my funds?
I've received a payment confirmation email, but still haven't got the amount credited.

Quote ID   3c8eb6a6-76da-40e7-b83f-a5988e2e5a84
Event ID   09b75765-4d24-4fcd-9d68-4b4c4383c0a1
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   MtGox
Destination account   M21398787X
Event ID   (Thu Apr 18 17:57:12 2013)   09b75765-4d24-4fcd-9d68-4b4c4383c0a1   
zipzap code number: 634671184

Cheers!
Kind regards!

[URSAY]

Hi there,
Could you please check for any problems with my funds?
I've received a payment confirmation email, but still haven't got the amount credited.

Quote ID   3c8eb6a6-76da-40e7-b83f-a5988e2e5a84
Event ID   09b75765-4d24-4fcd-9d68-4b4c4383c0a1
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   MtGox
Destination account   M21398787X
Event ID   (Thu Apr 18 17:57:12 2013)   09b75765-4d24-4fcd-9d68-4b4c4383c0a1   
zipzap code number: 634671184

Cheers!
Kind regards!

Have you logged your issue thru our main support channel?

bitinstant.com/contact