Official Newbie BitInstant Support Thread (Active Customer Support)

[TWSherlock]

Hey Ursay, you gave me a reply a little ago and told me you put me on the expired Gox coupons list (the Bitinstant email had said that I didn't need to use the coupon, nor indicated the APIResponse was a coupon), but with the support queues not being full I'm wondering what's taking so long. Its been 20 days since my order, 15 days since I emailed support, 13 days since I logged it through support on the website, and 5 days since you put me on that list. I'd say that's being pretty damn patient, and would really appreciate an update or resolution.

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

[URSAY]

Hey Ursay, you gave me a reply a little ago and told me you put me on the expired Gox coupons list (the Bitinstant email had said that I didn't need to use the coupon, nor indicated the APIResponse was a coupon), but with the support queues not being full I'm wondering what's taking so long. Its been 20 days since my order, 15 days since I emailed support, 13 days since I logged it through support on the website, and 5 days since you put me on that list. I'd say that's being pretty damn patient, and would really appreciate an update or resolution.

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

Do you have an email?  Thanks.

[bitcoinindia]

Great info. Thanks.

[CharlieCoop]

I don't have an order number. I have the account number that I made the deposit to but have not received anything from bitinstant with an order number on it. Just an email from Zip Zap saying the merchant has been notified to complete the transaction. So the issue is on bitinstant's side of things it seems...

Please use the quote button when responding to my posts so I understand what we are speaking about.

Do you have a zipzap acct. #?

The issue is with Coinapult and we are going to help you with a resolution.  Thanks.

Sorry about that. The Zip Zap account number was Account #398616557
deposited $503.95 to vouchx voucher. I have received the confirmation of payment by zip zap but not received anything from bitinstant. Thanks for your help!

[URSAY]

I don't have an order number. I have the account number that I made the deposit to but have not received anything from bitinstant with an order number on it. Just an email from Zip Zap saying the merchant has been notified to complete the transaction. So the issue is on bitinstant's side of things it seems...

Please use the quote button when responding to my posts so I understand what we are speaking about.

Do you have a zipzap acct. #?

The issue is with Coinapult and we are going to help you with a resolution.  Thanks.

Sorry about that. The Zip Zap account number was Account #398616557
deposited $503.95 to vouchx voucher. I have received the confirmation of payment by zip zap but not received anything from bitinstant. Thanks for your help!

Like I've mentioned...this is an issue involving Coinapult and they are working on it.  Thanks for your patience.

[TWSherlock]

Hey Ursay, you gave me a reply a little ago and told me you put me on the expired Gox coupons list (the Bitinstant email had said that I didn't need to use the coupon, nor indicated the APIResponse was a coupon), but with the support queues not being full I'm wondering what's taking so long. Its been 20 days since my order, 15 days since I emailed support, 13 days since I logged it through support on the website, and 5 days since you put me on that list. I'd say that's being pretty damn patient, and would really appreciate an update or resolution.

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

Do you have an email?  Thanks.

PMed you, thanks for the quick reply.

[dave859]

What is going on with the order? No reply from your contact form. No answer to your phone. The order is way overdue and you can't even tell me the truth about what is going on.... your dwolla account is suspended? You promise here days ago to process it manually but no further reply.

Order ID    710cdb4b-bd4d-427b-aa72-36177eefd127
Quote ID    b39f4ffa-e6b0-42d2-80c8-3a1011f1ff3d
Event ID    1e61b2d1-84b0-4b1c-bba7-a1ee9842ecbe

Delivery Deadline    Fri Apr 19 22:30:48 2013

Case # #1034

You should expect your funds within 12 hours of depositing
your cash or initiating your transfer. If you have still not received your funds within 24 hours of your transaction time we will escalate this issue for immediate attention.

Have you logged your issue thru the main support channel?

bitinstant.com/contact

You can clearly see in my post the case #.

[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..

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.

Okay so yes they just responded to my message but they didn't see the problem.  They still sent it to the wrong (.com) email.  it is supposed to be sent to the right (.FR) email   and now I can't submit another problem

Any news? still haven't received the coins.  Remember the only thing I need done is to have the bitcoins sent to my correct email, not the non-existing one I accidentally sent them to.  It's been a 3-4 days

hello?

If you've logged your issue with bitinstant.com/contact then they are still working on a solution.  Please be patient.

I haven't re logged it you said you have for me

The system will not let you re-log an issue.  If your issue has been logged once then you are in the queue.  Trying to log dupe support tickets will only increase your wait time.  Thanks.

We have been over this already.  Contact support responded and "resolved" my issue already but they didn't actually resolve it.  The bitcoins were sent to the wrong email - What I've said numerous times

I believe I had sent an email to this "wrong" address and I received no bounce back.  If it is indeed a valid email address then you may have sent your coins to another party so there wouldn't be much we can do.  Have you tried contacting the person at this "wrong" email?

The email doesn't exist.  The only difference between that email and and mine is the domaine name.  .com is the wrong and non existing email and .FR is mine, the one that I meant to send the coins to

If this is not a valid email address then why am I receiving no bounce back response?  I realize that it may not be your address and you want your order to go to another address but if you input the wrong address and it is a working email address then there is not much I can do to help.  Once again, have you tried contacting the person at this "wrong address"?

There is a bounce back when I email it.  I have even called Yahoo and they said the email doesn't exist.  Therefore coltsfan533333@yahoo.fr is the only possible email that the bitcoins were meant to send to.

Sorry, we were unable to deliver your message to the following address.

<coltsfan533333@yahoo.com>:
Remote host said: 554 delivery error: dd This user doesn't have a yahoo.com account (coltsfan533333@yahoo.com) [-5] - mta1557.mail.bf1.yahoo.com [BODY]

--- Below this line is a copy of the message.

Received: from [77.238.189.48] by nm12.bullet.mail.ird.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
Received: from [212.82.98.105] by tm1.bullet.mail.ird.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
Received: from [127.0.0.1] by omp1042.mail.ir2.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
X-Yahoo-Newman-Property: ymail-3
X-Yahoo-Newman-Id: 186006.73187.bm@omp1042.mail.ir2.yahoo.com
Received: (qmail 31928 invoked by uid 60001); 22 Apr 2013 21:27:40 -0000
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=yahoo.fr; s=s1024; t=1366666060; bh=5wrVZkAl1AzSoLCRfDzXwNrIrrdYCal3MoV6XxkfALg=; h=X-YMail-OSG:Received:X-Rocket-MIMEInfo:X-Mailer:Message-ID:Date:From:Reply-To:Subject:To:MIME-Version:Content-Type; b=ljl2l30G9GdB/318fN60tVmTmTJxxr7wGl+QrUpZCdGcM83HHKnXRpKcFCFf/TonAnlEqB7QYfp1TFkqwL37go7dm1ev66b144yG3UDpa+7VDrpDn6AY5VftfxmofG6sPg1KAEyv3NVI8DFYWi6fTjAXxvo1Mk6tVd5c74GLgEA=
DomainKey-Signature:a=rsa-sha1; q=dns; c=nofws;
  s=s1024; d=yahoo.fr;
  h=X-YMail-OSG:Received:X-Rocket-MIMEInfo:X-Mailer:Message-ID:Date:From:Reply-To:Subject:To:MIME-Version:Content-Type;
 

Indeed.  On my second attempt I received a bounce back.  I will see what I can do to get this order processed.  Thanks for your patience.

How much longer am I going to have to wait?

[dave859]

24 Hours??? There is nothing on the Bitinstant site that says I would have to wait 24 hours to get my loot. If I would have known that I would have stayed far away from you guys as that is not the timeframe I was looking for. This is a bit much dont you think? Is there not anything that can be done to help me out? This was my first and probably last time using your service if this is the type of turn around time it takes.

There are many reasons an order can fail or be delayed and it's not always the fault of BitInstant.  If you provide me with some order info then I could look up your order and try to help you understand what is happening.  Thanks.

I post all my details above. Here is a link if you can not find it: https://bitcointalk.org/index.php?topic=128314.msg1922950#msg1922950

Please can you explain what is the issue in my case and how many days longer it should take to process?

[vedprakashgoyal]

So I made two deposits of $498.95 on April 8 (becomes $475.2495 after fees deduction) – got confirmation emails from both zip zap and bitinstant, but received money only from the first deposit in my MtGox wallet. I wrote to support@bitinstant.com 36 hours later reporting the problem but did not hear back from them. I logged in a complaint with the MoneyGram where the deposit was made, with zipzap and with MtGox. Moneygram confirmed that the money went through from their end, zipzap did not respond to phone calls or email. MtGox's facebook page redirected me to their support team, who issued me a ticket and tried helping with the issue – exchanged multiple emails over 2 days. They finally gave me redemption code, which did not end up working and gave an error which read 'This code cannot be redeemed (non existing or already redeemed). When I reported this back to MtGox, they replied saying:

"Thank you for the email. Mt.Gox is only the recipient and we do not process deposits from Bitinstant. You have to contact Bitinstant at support@bitinstant.com or at https://bitcointalk.org/index.php?topic=128314.2760;topicseen to retrieve your funds from them if the code does not work. Thank you for your kind understanding."

and marked ticket as solved. But it hasn't been solved. It has been over a fortnight now, and I am still short by $475.2495. I am really hoping bitinstant can help me here. Here are details of the deposits that I had made that day:

Deposit 1 Order ID: 3ee30fd6-ac26-4ad8-b402-a64b70fda377
Deposit 1 Quote ID: 9492a6dc-5de5-4997-887c-b023b9a3836f

Deposit 2 Order ID: 02eb5bf7-6978-413b-a614-d64a2239c0b9
Deposit 2 Quote ID: 8b9fcf3b-0b7b-4eb0-b04f-a9e1dc4e17fb

[URSAY]

Hey Ursay, you gave me a reply a little ago and told me you put me on the expired Gox coupons list (the Bitinstant email had said that I didn't need to use the coupon, nor indicated the APIResponse was a coupon), but with the support queues not being full I'm wondering what's taking so long. Its been 20 days since my order, 15 days since I emailed support, 13 days since I logged it through support on the website, and 5 days since you put me on that list. I'd say that's being pretty damn patient, and would really appreciate an update or resolution.

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

Do you have an email?  Thanks.

PMed you, thanks for the quick reply.

This issue was already logged with me.  There is no need to log a dupe issue.  Thanks.

[hendrix91]

Hello and good day Ursay. I recently made a deposit via money gram to VouchX voucher. I have received an email from zip zap telling me the order has been successfully paid for but have not received my vouchx code yet. It has been three hours or so. The transaction number is as follows:

Account #398616557 - Order of $503.95


Amount to Pay: $503.95
Account Number: 398616557

 Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.
 Can you please help me get my code please!
Thanks for your help.

Please allow up to 24 hours before logging your issue at bitinstant.com/contact

Thanks for your patience.

I don't have that kind of time is the thing..
The only reason I even used bitinstant was due to the lofty claims you guys spout all over the internet about having bitcoins in minutes. I mean, your name even says INSTANT..

So now I'm just going to be another one of the thousands of complaints I've come across where people haven't received anything in weeks..?  

Your order is being held up by Coinapult and they are looking into your issue.  Thanks for your patience.

I don't understand how this would be Coinapult's issue?

As their website states, the purpose of Coinapult is to immediately email or text someone a code so that they can claim their bitcoins without sending them to an address

From the FAQ: "Normally, to send Bitcoins you need to send them to a special Bitcoin account address. But with Coinapult, you can launch them to anyone!"

My order, however, was specifically sent directly to my blockchain bitcoin address. How is Coinapult even relevant to this situation?

[URSAY]

What is going on with the order? No reply from your contact form. No answer to your phone. The order is way overdue and you can't even tell me the truth about what is going on.... your dwolla account is suspended? You promise here days ago to process it manually but no further reply.

Order ID    710cdb4b-bd4d-427b-aa72-36177eefd127
Quote ID    b39f4ffa-e6b0-42d2-80c8-3a1011f1ff3d
Event ID    1e61b2d1-84b0-4b1c-bba7-a1ee9842ecbe

Delivery Deadline    Fri Apr 19 22:30:48 2013

Case # #1034

You should expect your funds within 12 hours of depositing
your cash or initiating your transfer. If you have still not received your funds within 24 hours of your transaction time we will escalate this issue for immediate attention.

Have you logged your issue thru the main support channel?

bitinstant.com/contact

You can clearly see in my post the case #.

Logging your issue at bitinstant.com/contact gives no case number.  Please log your issue at bitinstant.com/contact

Thanks.

[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.

Okay so yes they just responded to my message but they didn't see the problem.  They still sent it to the wrong (.com) email.  it is supposed to be sent to the right (.FR) email   and now I can't submit another problem

Any news? still haven't received the coins.  Remember the only thing I need done is to have the bitcoins sent to my correct email, not the non-existing one I accidentally sent them to.  It's been a 3-4 days

hello?

If you've logged your issue with bitinstant.com/contact then they are still working on a solution.  Please be patient.

I haven't re logged it you said you have for me

The system will not let you re-log an issue.  If your issue has been logged once then you are in the queue.  Trying to log dupe support tickets will only increase your wait time.  Thanks.

We have been over this already.  Contact support responded and "resolved" my issue already but they didn't actually resolve it.  The bitcoins were sent to the wrong email - What I've said numerous times

I believe I had sent an email to this "wrong" address and I received no bounce back.  If it is indeed a valid email address then you may have sent your coins to another party so there wouldn't be much we can do.  Have you tried contacting the person at this "wrong" email?

The email doesn't exist.  The only difference between that email and and mine is the domaine name.  .com is the wrong and non existing email and .FR is mine, the one that I meant to send the coins to

If this is not a valid email address then why am I receiving no bounce back response?  I realize that it may not be your address and you want your order to go to another address but if you input the wrong address and it is a working email address then there is not much I can do to help.  Once again, have you tried contacting the person at this "wrong address"?

There is a bounce back when I email it.  I have even called Yahoo and they said the email doesn't exist.  Therefore coltsfan533333@yahoo.fr is the only possible email that the bitcoins were meant to send to.

Sorry, we were unable to deliver your message to the following address.

<coltsfan533333@yahoo.com>:
Remote host said: 554 delivery error: dd This user doesn't have a yahoo.com account (coltsfan533333@yahoo.com) [-5] - mta1557.mail.bf1.yahoo.com [BODY]

--- Below this line is a copy of the message.

Received: from [77.238.189.48] by nm12.bullet.mail.ird.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
Received: from [212.82.98.105] by tm1.bullet.mail.ird.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
Received: from [127.0.0.1] by omp1042.mail.ir2.yahoo.com with NNFMP; 22 Apr 2013 21:27:40 -0000
X-Yahoo-Newman-Property: ymail-3
X-Yahoo-Newman-Id: 186006.73187.bm@omp1042.mail.ir2.yahoo.com
Received: (qmail 31928 invoked by uid 60001); 22 Apr 2013 21:27:40 -0000
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=yahoo.fr; s=s1024; t=1366666060; bh=5wrVZkAl1AzSoLCRfDzXwNrIrrdYCal3MoV6XxkfALg=; h=X-YMail-OSG:Received:X-Rocket-MIMEInfo:X-Mailer:Message-ID:Date:From:Reply-To:Subject:To:MIME-Version:Content-Type; b=ljl2l30G9GdB/318fN60tVmTmTJxxr7wGl+QrUpZCdGcM83HHKnXRpKcFCFf/TonAnlEqB7QYfp1TFkqwL37go7dm1ev66b144yG3UDpa+7VDrpDn6AY5VftfxmofG6sPg1KAEyv3NVI8DFYWi6fTjAXxvo1Mk6tVd5c74GLgEA=
DomainKey-Signature:a=rsa-sha1; q=dns; c=nofws;
  s=s1024; d=yahoo.fr;
  h=X-YMail-OSG:Received:X-Rocket-MIMEInfo:X-Mailer:Message-ID:Date:From:Reply-To:Subject:To:MIME-Version:Content-Type;
 

Indeed.  On my second attempt I received a bounce back.  I will see what I can do to get this order processed.  Thanks for your patience.

How much longer am I going to have to wait?

We are working on the issue in which you input the incorrect info on your order.  Thanks for your patience.

[CharlieCoop]

I don't have an order number. I have the account number that I made the deposit to but have not received anything from bitinstant with an order number on it. Just an email from Zip Zap saying the merchant has been notified to complete the transaction. So the issue is on bitinstant's side of things it seems...

Please use the quote button when responding to my posts so I understand what we are speaking about.

Do you have a zipzap acct. #?

The issue is with Coinapult and we are going to help you with a resolution.  Thanks.

Sorry about that. The Zip Zap account number was Account #398616557
deposited $503.95 to vouchx voucher. I have received the confirmation of payment by zip zap but not received anything from bitinstant. Thanks for your help!

Like I've mentioned...this is an issue involving Coinapult and they are working on it.  Thanks for your patience.

Its a shame because I did two orders at the same time. One was BTC to email (worked fine and now headed to my wallet) and the other one was vouchx coupon. So its coin-a-pults fault but they have already processed one order for me today with no issues. Do I need to contact them?

[dave859]

What is going on with the order? No reply from your contact form. No answer to your phone. The order is way overdue and you can't even tell me the truth about what is going on.... your dwolla account is suspended? You promise here days ago to process it manually but no further reply.

Order ID    710cdb4b-bd4d-427b-aa72-36177eefd127
Quote ID    b39f4ffa-e6b0-42d2-80c8-3a1011f1ff3d
Event ID    1e61b2d1-84b0-4b1c-bba7-a1ee9842ecbe

Delivery Deadline    Fri Apr 19 22:30:48 2013

Case # #1034

You should expect your funds within 12 hours of depositing
your cash or initiating your transfer. If you have still not received your funds within 24 hours of your transaction time we will escalate this issue for immediate attention.

Have you logged your issue thru the main support channel?

bitinstant.com/contact

You can clearly see in my post the case #.

Logging your issue at bitinstant.com/contact gives no case number.  Please log your issue at bitinstant.com/contact

Thanks.

I will go and log it again. I already did this however and I wait since Thursday and now you say your system faces issues. So much for patiently waiting.

[TWSherlock]

What is going on with the order? No reply from your contact form. No answer to your phone. The order is way overdue and you can't even tell me the truth about what is going on.... your dwolla account is suspended? You promise here days ago to process it manually but no further reply.

Order ID    710cdb4b-bd4d-427b-aa72-36177eefd127
Quote ID    b39f4ffa-e6b0-42d2-80c8-3a1011f1ff3d
Event ID    1e61b2d1-84b0-4b1c-bba7-a1ee9842ecbe

Delivery Deadline    Fri Apr 19 22:30:48 2013

Case # #1034

You should expect your funds within 12 hours of depositing
your cash or initiating your transfer. If you have still not received your funds within 24 hours of your transaction time we will escalate this issue for immediate attention.

Have you logged your issue thru the main support channel?

bitinstant.com/contact

You can clearly see in my post the case #.

Logging your issue at bitinstant.com/contact gives no case number.  Please log your issue at bitinstant.com/contact

Thanks.

I understand that, and I understand its not your fault, but as you are the only person from BitInstant who has actually replied to me I need to ask you if there's any update, or if I'm just waiting for an indefinite period of time.

[URSAY]

24 Hours??? There is nothing on the Bitinstant site that says I would have to wait 24 hours to get my loot. If I would have known that I would have stayed far away from you guys as that is not the timeframe I was looking for. This is a bit much dont you think? Is there not anything that can be done to help me out? This was my first and probably last time using your service if this is the type of turn around time it takes.

There are many reasons an order can fail or be delayed and it's not always the fault of BitInstant.  If you provide me with some order info then I could look up your order and try to help you understand what is happening.  Thanks.

I post all my details above. Here is a link if you can not find it: https://bitcointalk.org/index.php?topic=128314.msg1922950#msg1922950

Please can you explain what is the issue in my case and how many days longer it should take to process?

I just pushed your order thru to execution.  Sorry for any delays.

[URSAY]

So I made two deposits of $498.95 on April 8 (becomes $475.2495 after fees deduction) – got confirmation emails from both zip zap and bitinstant, but received money only from the first deposit in my MtGox wallet. I wrote to support@bitinstant.com 36 hours later reporting the problem but did not hear back from them. I logged in a complaint with the MoneyGram where the deposit was made, with zipzap and with MtGox. Moneygram confirmed that the money went through from their end, zipzap did not respond to phone calls or email. MtGox's facebook page redirected me to their support team, who issued me a ticket and tried helping with the issue – exchanged multiple emails over 2 days. They finally gave me redemption code, which did not end up working and gave an error which read 'This code cannot be redeemed (non existing or already redeemed). When I reported this back to MtGox, they replied saying:

"Thank you for the email. Mt.Gox is only the recipient and we do not process deposits from Bitinstant. You have to contact Bitinstant at support@bitinstant.com or at https://bitcointalk.org/index.php?topic=128314.2760;topicseen to retrieve your funds from them if the code does not work. Thank you for your kind understanding."

and marked ticket as solved. But it hasn't been solved. It has been over a fortnight now, and I am still short by $475.2495. I am really hoping bitinstant can help me here. Here are details of the deposits that I had made that day:

Deposit 1 Order ID: 3ee30fd6-ac26-4ad8-b402-a64b70fda377
Deposit 1 Quote ID: 9492a6dc-5de5-4997-887c-b023b9a3836f

Deposit 2 Order ID: 02eb5bf7-6978-413b-a614-d64a2239c0b9
Deposit 2 Quote ID: 8b9fcf3b-0b7b-4eb0-b04f-a9e1dc4e17fb

Our main support channel is...

bitinstant.com/contact

This puts you directly into the support queue.

Looks like the first order was issued a Gox coupon and the second went right into your Gox acct.  Thanks.

[URSAY]

I don't have an order number. I have the account number that I made the deposit to but have not received anything from bitinstant with an order number on it. Just an email from Zip Zap saying the merchant has been notified to complete the transaction. So the issue is on bitinstant's side of things it seems...

Please use the quote button when responding to my posts so I understand what we are speaking about.

Do you have a zipzap acct. #?

The issue is with Coinapult and we are going to help you with a resolution.  Thanks.

Sorry about that. The Zip Zap account number was Account #398616557
deposited $503.95 to vouchx voucher. I have received the confirmation of payment by zip zap but not received anything from bitinstant. Thanks for your help!

Like I've mentioned...this is an issue involving Coinapult and they are working on it.  Thanks for your patience.

Its a shame because I did two orders at the same time. One was BTC to email (worked fine and now headed to my wallet) and the other one was vouchx coupon. So its coin-a-pults fault but they have already processed one order for me today with no issues. Do I need to contact them?

It appears that this order was executed and sent to the email you provided.