Official Newbie BitInstant Support Thread (Active Customer Support)

[mel2000]

Sorry for the delay with this one, mel2000. I can go ahead and push the funds through right now to the btc wallet you originally provided in your order. Just let me know if that's ok and I'll take care of this immediately.

Thanks for the intervention. Would it be possible to push tthe funds back to Dwolla?

We could potentially make changes to your order but it would further delay any resolution.

Thanks. But I don't understand how my cash can be pushed to a wallet that expects bitcoins.

We can't send cash to a bitcoin address but we can send bitcoins to a bitcoin address.

You have my OK to proceed. Thanks.

[URSAY]

Sorry for the delay with this one, mel2000. I can go ahead and push the funds through right now to the btc wallet you originally provided in your order. Just let me know if that's ok and I'll take care of this immediately.

Thanks for the intervention. Would it be possible to push tthe funds back to Dwolla?

We could potentially make changes to your order but it would further delay any resolution.

Thanks. But I don't understand how my cash can be pushed to a wallet that expects bitcoins.

We can't send cash to a bitcoin address but we can send bitcoins to a bitcoin address.

You have my OK to proceed. Thanks.

What is it you would like me to proceed with and what is your email so I can look up your issue in our support system and add additional instructions?  Thanks.

[FattyMoMatty]

Can you look at 89fc4c32-223a-4066-ac94-ea7cff68afbc.

It's been weeks and nothing from you guys.

Have you logged your issue at bitinstant.com/contact   ?

Please provide me with your email so I can check the status of your support issue in the queue.

Thanks.

shamehand@hotmail.com

And, yes, I've logged it there.

We've migrated to new customer support software recently and it's possible that some issues we're not correctly migrated.  I'm not seeing you in our system.  Please log your issue again at bitinstant.com/contact or kindly give me all of your order details and email so I can add you to this system myself.  Thanks and I apologize for any delay.

Order ID   89fc4c32-223a-4066-ac94-ea7cff68afbc
Quote ID   a010f8db-c483-4259-b65e-a7d2fb5cd543
Event ID   413354f5-c52c-4663-9bcf-7b9f4037f553

shamehand@hotmail.com

It's possible I used this email: ProudfootMatt@gmail.com

Do you need something else?

[spineli35]

I sent my funds via bitinstant over a week ago to my mtgox account. I have been in contact with mtgox and they told me to post on this fourm. this is the receipt i got but never received the funds.

OrderID: b2feaff5-c660-4e30-9f88-a96a11bb70ac
EventID: dc252981-d717-40bb-afa7-17e4149324cb
DestAccount: M39244187X
QuoteID: 2c36921b-c98f-4e4f-a2c8-97dd98c6c46c
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365542709.6
APIResponse: MTGOX-USD-L98D5-EJD6C-RMSL7-D2221
FundsSent: $480.05 USD

Have you logged your issue with our main support channel?

bitinstant.com/contact


yes i did and when i put in the api response in it said the code was either already used or invali and i have yet to reieve my funds

yes i contacted them over a week ago with no response. can you please do something manually because i am 480 dollars short for two weeks

Your Gox coupon is listed under the API response.  Have you tried redeeming your coupon?  What was the result?

email?

my email is evinswilliams@yahoo.com. i already trioed the coupon and it did not work

Thank you I've logged your issue!

I still have yet to receive my funds... what seems to be the issue?

Your issue is still in the support queue and I hope to bring you a resolution soon.  Thanks for your patience.

At this point I am getting very impaitent waiting on my money. I sent my funds weeks ago. Please make something happen to where I get my money. $480 is not an amount that should be taken lightly.

Your support issue is still in the queue.  This issue involves us contacting Gox to cancel your coupon and manually reissue your funds so this is why you are seeing a delay.  Thans for your patience.

it has been weeks and nothing... PLEASE HELP!!!!!!

[Vict0ar]

rstephe / mwp / Vict0ar / mroth7684

You should see a resolution today on your price execution issues.  

I received .4 more BTC.  That gives me a price of $476.257605/(.4 + 3.70151298) = $116.117541825 per bitcoin.

I made this purchase on the april 12 2013.  04/12/2013.  at 1:35 PM Eastern Standard Time.  The MtGox chart uses UTC, which is 4 hours ahead, so it correlates with 18:35 MtGox time.  The purchase was processed by ZipZap at 2:21 EST, which is 19.21 UTC.  

Over this time, it was never near $116 per bitcoin.

The high for the 18:00 UTC hour was 89.7.  The high for the 19:00 hour was 95.89.

https://i.imgur.com/y9pRP1T.png

https://i.imgur.com/emm2AIV.png

So, I am clearly still owed money.  You said earlier that the price was based on when the order was placed which would make the MAX price for me at $89.7 per BTC.  

$476.257605 / 89.7= 5.30944933 BTC
I have been paid 4.10151298 BTC.
So I am still owed, AT LEAST, 5.30944933 - 4.10151298 = 1.20793635 BTC

I really have no idea how the research team came up with the price it did.

https://bitcointalk.org/index.php?topic=128314.msg1846111#msg1846111

I will reopen your issue and look at it again. 

any word on this?  thank you.

Your final refund was escalated on 4/22 and is now just waiting in queue for completion.  Thanks for your patience.

Ursay, I have not heard anything about this.  Nothing on the blockchain or at my address.  Nothing in my email.  Is it still in the queue?

I can look up a status on this if you provide me with your email.  Thanks.

pokapokajokajoka@gmail.com

[URSAY]

Can you look at 89fc4c32-223a-4066-ac94-ea7cff68afbc.

It's been weeks and nothing from you guys.

Have you logged your issue at bitinstant.com/contact   ?

Please provide me with your email so I can check the status of your support issue in the queue.

Thanks.

shamehand@hotmail.com

And, yes, I've logged it there.

We've migrated to new customer support software recently and it's possible that some issues we're not correctly migrated.  I'm not seeing you in our system.  Please log your issue again at bitinstant.com/contact or kindly give me all of your order details and email so I can add you to this system myself.  Thanks and I apologize for any delay.

Order ID   89fc4c32-223a-4066-ac94-ea7cff68afbc
Quote ID   a010f8db-c483-4259-b65e-a7d2fb5cd543
Event ID   413354f5-c52c-4663-9bcf-7b9f4037f553

shamehand@hotmail.com

It's possible I used this email: ProudfootMatt@gmail.com

Do you need something else?

Sorry for any delays...

I have logged your issue in our new system and I hope we can bring you a resolution shortly.

Thanks for your patience.

[URSAY]

rstephe / mwp / Vict0ar / mroth7684

You should see a resolution today on your price execution issues.  

I received .4 more BTC.  That gives me a price of $476.257605/(.4 + 3.70151298) = $116.117541825 per bitcoin.

I made this purchase on the april 12 2013.  04/12/2013.  at 1:35 PM Eastern Standard Time.  The MtGox chart uses UTC, which is 4 hours ahead, so it correlates with 18:35 MtGox time.  The purchase was processed by ZipZap at 2:21 EST, which is 19.21 UTC.  

Over this time, it was never near $116 per bitcoin.

The high for the 18:00 UTC hour was 89.7.  The high for the 19:00 hour was 95.89.





So, I am clearly still owed money.  You said earlier that the price was based on when the order was placed which would make the MAX price for me at $89.7 per BTC.  

$476.257605 / 89.7= 5.30944933 BTC
I have been paid 4.10151298 BTC.
So I am still owed, AT LEAST, 5.30944933 - 4.10151298 = 1.20793635 BTC

I really have no idea how the research team came up with the price it did.

https://bitcointalk.org/index.php?topic=128314.msg1846111#msg1846111

I will reopen your issue and look at it again. 

any word on this?  thank you.

Your final refund was escalated on 4/22 and is now just waiting in queue for completion.  Thanks for your patience.

Ursay, I have not heard anything about this.  Nothing on the blockchain or at my address.  Nothing in my email.  Is it still in the queue?

I can look up a status on this if you provide me with your email.  Thanks.

pokapokajokajoka@gmail.com

We sent you your refund and added some extra BTC on 4/16.

https://blockchain.info/tx/8038fdd00cb1f140570fdac95a67bf712579aa553d46ab83df2979481098d1d7

[IslandGuy]

Is there a way to use this service outside the listed countries on the site? I don't live in a developing nation.

Do you have any Moneygram locations?  Have you looked at Moneygram.com to find this out?  Thanks.

I checked the moneygram location here.  They only allow P2P payments here. No bill payment type transfers.

Do you have any other ideas?  I would really would like a better way than sending wires.  Is there a way to start and finish a
transfer with bitinstant online?

Or maybe there is a way to purchase some prepaid credits.  Then use them online to pay for the bitcoins.

I tried to use the moneygram  pak.  However zipzap  your payment processor does not accept online payments with moneygram
pak (it a pepaid card like itunes you purchase in the store.)

[FireBlazzer]

i have still not recieved my refund.... (the tiny amount your trying to give me at least.)

amazing0@att.net

its been 17 days.

im sure going to enjoy writing my review about my experiance with bitinstant on my blogs and webpages...

please send me my money. 

1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

[RainyVermillion]

Lost Money

Hi! Almost 24 hours ago I tried using BitInstant to fund my Mt. Gox account. Some of the transactions eventually showed up in my Mt. Gox, but there is one that still hasn't, and it's worrying me to death. $503.95 of my money has disappeared after successfully getting through ZipZap. The money was never deposited into Mt.Gox.

I lost the order number, but I know that it's one of these three ZipZap transactions ($503.95 each):
893711812, 899646723, or 224400564
.
.
.

URSAY, it's almost been a week and no resolution!  

Could you kindly give me the status of my support ticket (4/9)? When can I expect the money to be deposited into my account? Your response is much appreciated.

Have you been able to figure out which 3 of the transactions that you actually have the issue with?

URSAY, I don't believe that's possible at this point. All I have are the 3 ZipZap account numbers for three transactions of the same amount, and all three transactions were successfully processed. So BitInstant got all my money, but I only got two deposits in my Mt. Gox account and the account history doesn't give any details other than 'Transfer from bitinstant: BitInstant transfer', so I have no way of knowing which of the two made it, and which one didn't. Hopefully I was able to explain that properly.

Because I lost the Order Ids (my computer crashed and BitInstant doesn't send e-mails with Order Ids), I only have the ZipZap account numbers. If your team could look up the account numbers and see which ones were pushed through, you could manually push the one through that didn't make it.

Could you please 'escalate' my issue? It's been a week. Thanks for your help with this!

URSAY, it's been over two weeks now and no funds have been deposited in my account. I've been patiently waiting. May I point out that this was a cash-deposit so no additional calculations need to be done. Just waive the fee, and give me the full amount I put in, which was $500. I just want that amount in my Mt.Gox account as soon as possible.

Could you please push this issue further along?

EVERYONE. I just wanted to say I finally have my money. Thanks URSAY and thanks everyone at BitInstant that helped me out. At first they didn't refund the fee, but when I complained about that, they responded within a few days with the fee. I'm satisfied! THANKS AGAIN!

It seems like customer support has improved in the last week or so. I'm glad!

[phamilykid]

i sent 720 between two payments today. on each occasion i had my coins in my gox account by time i was home and wally mart is literally across the street. bitistant is slowly regaining my faith but time will tell.

[Gareth Nelson]

i sent 720 between two payments today. on each occasion i had my coins in my gox account by time i was home and wally mart is literally across the street. bitistant is slowly regaining my faith but time will tell.

Due to recent problems we've been making some significant changes to try and improve the service and cope better with demand - glad to see the changes are working

[URSAY]

i have still not recieved my refund.... (the tiny amount your trying to give me at least.)

amazing0@att.net

its been 17 days.

im sure going to enjoy writing my review about my experiance with bitinstant on my blogs and webpages...

please send me my money. 

1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

You are in the refund queue and you should see your refund within the next few days.  Thanks for your patience.

[URSAY]

Lost Money

Hi! Almost 24 hours ago I tried using BitInstant to fund my Mt. Gox account. Some of the transactions eventually showed up in my Mt. Gox, but there is one that still hasn't, and it's worrying me to death. $503.95 of my money has disappeared after successfully getting through ZipZap. The money was never deposited into Mt.Gox.

I lost the order number, but I know that it's one of these three ZipZap transactions ($503.95 each):
893711812, 899646723, or 224400564
.
.
.

URSAY, it's almost been a week and no resolution!  

Could you kindly give me the status of my support ticket (4/9)? When can I expect the money to be deposited into my account? Your response is much appreciated.

Have you been able to figure out which 3 of the transactions that you actually have the issue with?

URSAY, I don't believe that's possible at this point. All I have are the 3 ZipZap account numbers for three transactions of the same amount, and all three transactions were successfully processed. So BitInstant got all my money, but I only got two deposits in my Mt. Gox account and the account history doesn't give any details other than 'Transfer from bitinstant: BitInstant transfer', so I have no way of knowing which of the two made it, and which one didn't. Hopefully I was able to explain that properly.

Because I lost the Order Ids (my computer crashed and BitInstant doesn't send e-mails with Order Ids), I only have the ZipZap account numbers. If your team could look up the account numbers and see which ones were pushed through, you could manually push the one through that didn't make it.

Could you please 'escalate' my issue? It's been a week. Thanks for your help with this!

URSAY, it's been over two weeks now and no funds have been deposited in my account. I've been patiently waiting. May I point out that this was a cash-deposit so no additional calculations need to be done. Just waive the fee, and give me the full amount I put in, which was $500. I just want that amount in my Mt.Gox account as soon as possible.

Could you please push this issue further along?

EVERYONE. I just wanted to say I finally have my money. Thanks URSAY and thanks everyone at BitInstant that helped me out. At first they didn't refund the fee, but when I complained about that, they responded within a few days with the fee. I'm satisfied! THANKS AGAIN!

It seems like customer support has improved in the last week or so. I'm glad!

Thank YOU for coming back to report your positive experience. 

[needmycoins]

How long does it normally take when coinapult needs be contacted on a support issue?

[Gareth Nelson]

How long does it normally take when coinapult needs be contacted on a support issue?

About 1 business day, it's the weekend right now so people aren't around as much unfortunately, if you'd like to give me the details though I can bring it up and hope someone responds quicker.

[needmycoins]

Sure,
Quote ID   8170de56-e570-4556-b959-0876c3926069
Event ID   5b30ca6d-228a-4633-8961-7d6903db1447, i have contacted support already at bitinstant.com, guess at this point just waiting on coinapult to fix it on their end.

[Vict0ar]

rstephe / mwp / Vict0ar / mroth7684

You should see a resolution today on your price execution issues.  

I received .4 more BTC.  That gives me a price of $476.257605/(.4 + 3.70151298) = $116.117541825 per bitcoin.

I made this purchase on the april 12 2013.  04/12/2013.  at 1:35 PM Eastern Standard Time.  The MtGox chart uses UTC, which is 4 hours ahead, so it correlates with 18:35 MtGox time.  The purchase was processed by ZipZap at 2:21 EST, which is 19.21 UTC.  

Over this time, it was never near $116 per bitcoin.

The high for the 18:00 UTC hour was 89.7.  The high for the 19:00 hour was 95.89.

https://i.imgur.com/y9pRP1T.png

https://i.imgur.com/emm2AIV.png

So, I am clearly still owed money.  You said earlier that the price was based on when the order was placed which would make the MAX price for me at $89.7 per BTC.  

$476.257605 / 89.7= 5.30944933 BTC
I have been paid 4.10151298 BTC.
So I am still owed, AT LEAST, 5.30944933 - 4.10151298 = 1.20793635 BTC

I really have no idea how the research team came up with the price it did.

https://bitcointalk.org/index.php?topic=128314.msg1846111#msg1846111

I will reopen your issue and look at it again. 

any word on this?  thank you.

Your final refund was escalated on 4/22 and is now just waiting in queue for completion.  Thanks for your patience.

Ursay, I have not heard anything about this.  Nothing on the blockchain or at my address.  Nothing in my email.  Is it still in the queue?

I can look up a status on this if you provide me with your email.  Thanks.

pokapokajokajoka@gmail.com

We sent you your refund and added some extra BTC on 4/16.

https://blockchain.info/tx/8038fdd00cb1f140570fdac95a67bf712579aa553d46ab83df2979481098d1d7

I am quite confused.  I have received 4.10151298 BTC total for $476.257605 on an order placed on april 12.  Given the prices at the time, this seems obviously too low.  Yes, I know that i received 3.7 BTC and then .4 more BTC on april 16th.

If you scroll up in list of messages, you will see that you said my refund was escalated on the 22nd.  What does that mean?

[URSAY]

rstephe / mwp / Vict0ar / mroth7684

You should see a resolution today on your price execution issues.  

I received .4 more BTC.  That gives me a price of $476.257605/(.4 + 3.70151298) = $116.117541825 per bitcoin.

I made this purchase on the april 12 2013.  04/12/2013.  at 1:35 PM Eastern Standard Time.  The MtGox chart uses UTC, which is 4 hours ahead, so it correlates with 18:35 MtGox time.  The purchase was processed by ZipZap at 2:21 EST, which is 19.21 UTC.  

Over this time, it was never near $116 per bitcoin.

The high for the 18:00 UTC hour was 89.7.  The high for the 19:00 hour was 95.89.





So, I am clearly still owed money.  You said earlier that the price was based on when the order was placed which would make the MAX price for me at $89.7 per BTC.  

$476.257605 / 89.7= 5.30944933 BTC
I have been paid 4.10151298 BTC.
So I am still owed, AT LEAST, 5.30944933 - 4.10151298 = 1.20793635 BTC

I really have no idea how the research team came up with the price it did.

https://bitcointalk.org/index.php?topic=128314.msg1846111#msg1846111

I will reopen your issue and look at it again. 

any word on this?  thank you.

Your final refund was escalated on 4/22 and is now just waiting in queue for completion.  Thanks for your patience.

Ursay, I have not heard anything about this.  Nothing on the blockchain or at my address.  Nothing in my email.  Is it still in the queue?

I can look up a status on this if you provide me with your email.  Thanks.

pokapokajokajoka@gmail.com

We sent you your refund and added some extra BTC on 4/16.

https://blockchain.info/tx/8038fdd00cb1f140570fdac95a67bf712579aa553d46ab83df2979481098d1d7

I am quite confused.  I have received 4.10151298 BTC total for $476.257605 on an order placed on april 12.  Given the prices at the time, this seems obviously too low.  Yes, I know that i received 3.7 BTC and then .4 more BTC on april 16th.

If you scroll up in list of messages, you will see that you said my refund was escalated on the 22nd.  What does that mean?

This means that you will receive a refund soon.  Thanks.

[maxspace321]

Hey URSAY, I made a transaction this morning for cash deposit ---> btc address, here's the info.

OrderID: 365d06bc-3865-41be-9897-1b40d3f42a4c
EventID: 6ff60bd1-3ed2-43e1-83e8-ac5351de8d35
DestAccount: 1EavJtDUvJjSdKqtyfyo1KTbunMYeVcsQ8
QuoteID: d2a13b8b-c1d8-4eca-866b-09835672c776
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1367859641.63
APIResponse: {'Transaction_id': u'5187e1ad3b57f53a9b0d7c26'}
FundsSent: $121.020605 USD

There's nothing in my account though, the balance is still reading '$0.00'

Was hoping someone could clear this up for me, thanks.