Official Newbie BitInstant Support Thread (Active Customer Support)

[faqall]

I have not seen my request fulfilled yet. Please advise:

Quote for Cash transaction
Quote ID    b22e9eea-9b61-4247-ab69-e12653d15c4c
Event ID    fb646c8c-ddea-47c0-9532-757f1dd2bb47
Quote valid until    Mon Jun 3 22:53:06 2013
Fees (Not inclusive of ZipZap)    3.99%%
Amount you need to pay    $350.0 USD
Amount you will receive    $336.035 USD
Expected delivery time(HH:MM:SS)    0:30:00
Guaranteed delivery time (HH:MM:SS)    1 day, 0:00:00
Destination exchange    Bitcoin Address

I have also submitted this info via the contact page. Thanks in advanced.

[Nonprofit]

Obviously, I'm new, and trying to figure out the best way to *modestly* jump in the bitcoin game. What are all of these problems attributed to? Bitinstant delays, or user error?

[URSAY]

Hey guys...

Thanks for logging your issues properly.  When I get into the office in a bit I will personally look into your issues if they are not already solved by then.

For the person asking about why we have support issues...

Problems can be caused by a number of things.  User error, problems at an exchange involved in a transaction, minor delays caused by problems in the system, etc.  The important thing is that we are available here and at bitinstant.com/contact, ready to help resolve your issue.  I don't think anyone can deny that BitInstant customer service is prompt and willing to discuss and help resolve any issue a user might have.  

[URSAY]

Hi BitInstant Support,

I just did a  transaction and I got the "Automatic Retry Triggered" on my status page 5 times, and now i got a new message "Cancel outgoing payment"

Order Info:

Quote ID   584a1b69-f6d0-493d-8fb7-b633fda9c7d9
Event ID   0021f729-0b2e-4083-9afc-c4e65f3142b9
Fees (inclusive)   2.09%%
Amount you paid   $20.00 USD
Amount you will receive   $19.582 USD
Destination exchange   Bitcoin Address
Destination account   1B2jt8cdHS45LhiKAPhPFyvz8moaqiSJJs

also, i submitted a support ticket @ bitinstant.com/contact Case #7389

Can you take a look and push thru?

Thanks,

Looks like you may have given us an invalid btc address.  I see that support is working with you on your issue already.  Please continue to work with them to resolve your order error. 

[URSAY]

I have not seen my request fulfilled yet. Please advise:

Quote for Cash transaction
Quote ID    b22e9eea-9b61-4247-ab69-e12653d15c4c
Event ID    fb646c8c-ddea-47c0-9532-757f1dd2bb47
Quote valid until    Mon Jun 3 22:53:06 2013
Fees (Not inclusive of ZipZap)    3.99%%
Amount you need to pay    $350.0 USD
Amount you will receive    $336.035 USD
Expected delivery time(HH:MM:SS)    0:30:00
Guaranteed delivery time (HH:MM:SS)    1 day, 0:00:00
Destination exchange    Bitcoin Address

I have also submitted this info via the contact page. Thanks in advanced.

Looks like this order was completed...

https://blockchain.info/address/1GUxUBMHeB5muxBgZxsv92TJZTfgurKvwQ

[nwoolls]

Same issue here (case #7488):

Quote ID   b8471813-1132-413f-809f-90d6d62220f9
Event ID   4c915500-9fcc-4d95-8715-319df544a32e

Timestamp   Event ID   Event type
Tue Jun 4 12:32:21 2013   4c915500-9fcc-4d95-8715-319df544a32e   Quote for new transaction
Tue Jun 4 13:01:31 2013   35125125-c6a5-46d0-9830-d6b128b578b8   New Order
Tue Jun 4 13:01:23 2013   b4898160-56f8-4128-acde-035d8b9f03c7   MTGox Order Loading
Tue Jun 4 13:01:23 2013   2f0cb686-59e9-4f25-a195-9ee893aabdaf   Automatic retry triggered
Tue Jun 4 13:16:23 2013   5f7f17d2-c0ed-4366-9cf1-d121d0b62aee   Automatic retry triggered
Tue Jun 4 13:31:23 2013   2ef1a9e4-f3f0-4e14-bfda-009531a2b9dd   Automatic retry triggered
Tue Jun 4 13:46:23 2013   cbd92996-8e80-4d09-9a50-9f4eb057f456   Automatic retry triggered
Tue Jun 4 14:01:23 2013   d3277f0a-d2f6-45d4-9676-34ed19068486   Automatic retry triggered
Tue Jun 4 14:16:23 2013   1eff0bc3-43c5-494b-bea0-88eaabf95899   Cancel outgoing payment

[URSAY]

Same issue here (case #7488):

Quote ID   b8471813-1132-413f-809f-90d6d62220f9
Event ID   4c915500-9fcc-4d95-8715-319df544a32e

Timestamp   Event ID   Event type
Tue Jun 4 12:32:21 2013   4c915500-9fcc-4d95-8715-319df544a32e   Quote for new transaction
Tue Jun 4 13:01:31 2013   35125125-c6a5-46d0-9830-d6b128b578b8   New Order
Tue Jun 4 13:01:23 2013   b4898160-56f8-4128-acde-035d8b9f03c7   MTGox Order Loading
Tue Jun 4 13:01:23 2013   2f0cb686-59e9-4f25-a195-9ee893aabdaf   Automatic retry triggered
Tue Jun 4 13:16:23 2013   5f7f17d2-c0ed-4366-9cf1-d121d0b62aee   Automatic retry triggered
Tue Jun 4 13:31:23 2013   2ef1a9e4-f3f0-4e14-bfda-009531a2b9dd   Automatic retry triggered
Tue Jun 4 13:46:23 2013   cbd92996-8e80-4d09-9a50-9f4eb057f456   Automatic retry triggered
Tue Jun 4 14:01:23 2013   d3277f0a-d2f6-45d4-9676-34ed19068486   Automatic retry triggered
Tue Jun 4 14:16:23 2013   1eff0bc3-43c5-494b-bea0-88eaabf95899   Cancel outgoing payment

We should be able to resolve this for you shortly.  Sorry for any delays and thanks for your patience.

[nwoolls]

We should be able to resolve this for you shortly.  Sorry for any delays and thanks for your patience.

Resolved - thanks!

[underpressure]

I filled out the form on your website as well, but I also wanted to post here. I never received the support email with the ID's as I have in the past.  Usually, my deposit is there within the hour and it has now been roughly 18 hours. I have the Zip Zap confirmation emails, but nothing from you. All I have is the reference number on the receipt. 

[URSAY]

I filled out the form on your website as well, but I also wanted to post here. I never received the support email with the ID's as I have in the past.  Usually, my deposit is there within the hour and it has now been roughly 18 hours. I have the Zip Zap confirmation emails, but nothing from you. All I have is the reference number on the receipt. 

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

Can I get your email so I can verify and look up your particular issue?

[levy42088]

Hey yankee, You have helped me a few times before so I have no doubt you can help me out now. I deposited coins into my wallet this morning, and it has yet to show up on the blockchain. This is usually never the case and it always shows up instantly and begins confirmation. My transaction info is as follows:

OrderID: 85924124-b967-45fd-b980-c334b983492f
EventID: a85aab4a-fe3c-4407-b1d2-4dedb82fdb06
DestAccount: --------------------------------
QuoteID: 427b7f9f-adb8-46b4-937c-c456b577c083
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1370197915.47
APIResponse: {'Transaction_id': u'51ab8f743b57f51675af80b4'}

Let me know what we can do about this. Thanks!

[underpressure]

Yes, I did. Is there some way to PM you? Sorry, first time here.

[underpressure]

I just got an email that the order was manually processed. I will report back if I don't see the funds soon. Thanks.

[URSAY]

Hey yankee, You have helped me a few times before so I have no doubt you can help me out now. I deposited coins into my wallet this morning, and it has yet to show up on the blockchain. This is usually never the case and it always shows up instantly and begins confirmation. My transaction info is as follows:

OrderID: 85924124-b967-45fd-b980-c334b983492f
EventID: a85aab4a-fe3c-4407-b1d2-4dedb82fdb06
DestAccount: --------------------------------
QuoteID: 427b7f9f-adb8-46b4-937c-c456b577c083
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1370197915.47
APIResponse: {'Transaction_id': u'51ab8f743b57f51675af80b4'}

Let me know what we can do about this. Thanks!

We occasionally see minor delays on these types of orders.  I would suggest waiting a few hours and you should see it come thru.  If you don't see anything after 12 hours I would suggest you log your issue at bitinstant.com/contact so we can provide you with a solution.  Thanks for your patience.

[jabowery]

Why was the amount that arrived at Bitstamp exactly 5% lower than the amount Bitinstant said would arrive?

[URSAY]

Why was the amount that arrived at Bitstamp exactly 5% lower than the amount Bitinstant said would arrive?

I don't know.  Do you have an order ID # so I can try to find out for you?

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

[jabowery]

Why was the amount that arrived at Bitstamp exactly 5% lower than the amount Bitinstant said would arrive?

I don't know.  Do you have an order ID # so I can try to find out for you?

Order ID accb2f7e-6fb2-4a40-9446-500ab29d3395

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

Yes.  Also with Bitstamp.  I received no response from Bitinstant but Bitstamp support sent an email to Bitinstant asking where the 5% went.

Quoting the Bitinstant transaction feedback:

Amount you paid $24.4966 USD
Amount you will receive $24.18059386 USD

The amount that was deposited at Bitstamp was $22.97

[URSAY]

Why was the amount that arrived at Bitstamp exactly 5% lower than the amount Bitinstant said would arrive?

I don't know.  Do you have an order ID # so I can try to find out for you?

Order ID accb2f7e-6fb2-4a40-9446-500ab29d3395

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

Yes.  Also with Bitstamp.  I received no response from Bitinstant but Bitstamp support sent an email to Bitinstant asking where the 5% went.

Quoting the Bitinstant transaction feedback:

Amount you paid $24.4966 USD
Amount you will receive $24.18059386 USD

The amount that was deposited at Bitstamp was $22.97

Thanks for logging your issue and your patience as we look further into your problem.  I hope we can provide you with a solution sometime soon.

[cosmicboy]

Tried bitinstant today but deposit slip will not download. I click create payment slip and nothing happens. Tried in Chrome, Firefox and IE.

cb

[URSAY]

Tried bitinstant today but deposit slip will not download. I click create payment slip and nothing happens. Tried in Chrome, Firefox and IE.

cb

We are having some issues with this today but we're working to resolve it soon.  Hang tight.