Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Thanks for your patience as we work through some hiccups on the new site. It seems that some users are having issues verifying their identities and we are working closely with the development team to correct any problems with our new system.

We hope you will understand that with the launch of our new, improved website that we may run into occasional issues with functionality. With this in mind, you can help us improve our service by offering up any information about your particular situation as the Customer Service team requests it.

Please bear with us during this initial launch phase. We hope to be back up to full speed very soon with your help and continued support.

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[BigPimpinSpendinCoins]

"unable to verify identity" error every time

[cosmicboy]

Getting the unable to verify identity error message too. I don't understand why people are upset that you were down. Yes it would be a very good idea to give users a warning but they are a private company with no obligation to do things with preordained timing.

cb

[levy42088]

Hey yankee, I don't know where I can post a problem on the new bitinstant site.. But I made a deposit via zip zap an hour ago, and it hasn't appeared on the block chain yet.. Can you push it through manually? This happened last week to me as well and after 3 hours of waiting I finally asked for help and you guys were able to manually push. My order went successfully through zipzap, and I got a confirmation email from them, but I have yet to receive a confirmation email from you guys.

My zipzap info is as follows:
account number: 398918284
Amount to pay - $253.95

If you need more info, my email address that I used to make the transaction is smoke420@tormail.org

Let me know if you can do anything, thanks!

[cardcomm]

Getting the unable to verify identity error message too. I don't understand why people are upset that you were down. Yes it would be a very good idea to give users a warning but they are a private company with no obligation to do things with preordained timing.

cb

Me too. What a joke!

And people are upset because REAL companies have things called "Service Level Objectives". Live money transaction corporations typically expect 99.98% uptime, precisely because their customers demand it. BitInstant is no where NEAR that figure. Customer are quite justifiably upset, IMHO. Especially given the cavalier attitude displayed by the "support staff".


Please for the love of God someone start a competent Bitcoin funding company for the U.S!!!

[Severian]

Please for the love of God someone start a competent Bitcoin funding company for the U.S!!!

We'd first need a government that isn't so paranoid about how its own citizens are spending their own money.

[cardcomm]

I'm one of the original 2 co-founders and will myself state this:

Yes, it'd have been ideal if we could have maintained the service during the price dip as I imagine a lot of customers were wanting to buy at the time, but in the scheme of things the new site design and the features we're rolling out will be of greater benefit to all parties.

If there was a way to maintain cash deposits the whole time we would of course do so, it is one of our main revenue streams and naturally one we don't want to cut off.

Thats sounds less like regret, and more like "We did what we wanted, our customers can take it or leave it".

I get the distinct impression that many Bitcoin companies (BitInstant is a prime example) think they are dealing primarily with naive or dishonest people. If you treat your customers as if you believe that about them, they WILL vanish.

[edit] spelling

[levy42088]

Anyone who is bashing Yankee and other BitInstant employees / co-founders please stop. Your posts are simply clogging up an already packed thread which was created in order for BitInstant representatives to volentarily put themselves out into the forum world and give as close to a one-on-one feel of customer support as one can ask for in the day and age of the internet and automatic messeges.

If you have an issue, do what so many others have done here, simply post your problem, your account number, and maybe your email that you can be contacted at in regards to your issue.

Since so many people are experiencing problems, I think they are outstretched as it is, and they are finding a way to solve all the issues as fast as they can. If you guys keep saying how terrible they're support is, or that they know nothing about running a company, your problem ISN'T going to get solved any faster! Actually, if it were me, it would GUARANTEE that your issue will be among the LAST to be solved!

So please everyone, chill out.. This forum has helped many people in the past, and I have no doubt that this will all be sorted out as fast as they possibly can. We are all humans, mistakes do happen, and it takes time to work out solutions to complex problems and roll out the solutions across the entire globe.

Have a great day, and for gods sake, just chill out guys, it will be fixed as soon as they find out how.

[URSAY]

As you can imagine, with our new site launching today, we've been experiencing a few hiccups with functionality. If you logged a case with our support staff, we definitely have it in the queue and we're working on responding to your issue as quickly and efficiently as possible. We appreciate your patience while we work on resolving the issues that our customers are experiencing today and we apologize that things are taking a little longer than usual to respond to.

[gb5692c]

Hey yankee, I don't know where I can post a problem on the new bitinstant site.. But I made a deposit via zip zap an hour ago, and it hasn't appeared on the block chain yet.. Can you push it through manually? This happened last week to me as well and after 3 hours of waiting I finally asked for help and you guys were able to manually push. My order went successfully through zipzap, and I got a confirmation email from them, but I have yet to receive a confirmation email from you guys.

My zipzap info is as follows:
account number: 398918284
Amount to pay - $253.95

If you need more info, my email address that I used to make the transaction is smoke420@tormail.org

Let me know if you can do anything, thanks!

I'm having the exact same problem.

If you guys can figure it out for me as well, that would be great.
Account Number: 604155077
Amount to pay: $199.95
Email: gb5692c@msn.com

[cardcomm]

Hey yankee, I don't know where I can post a problem on the new bitinstant site.. But I made a deposit via zip zap an hour ago, and it hasn't appeared on the block chain yet.. Can you push it through manually? This happened last week to me as well and after 3 hours of waiting I finally asked for help and you guys were able to manually push. My order went successfully through zipzap, and I got a confirmation email from them, but I have yet to receive a confirmation email from you guys.

My zipzap info is as follows:
account number: 398918284
Amount to pay - $253.95

If you need more info, my email address that I used to make the transaction is smoke420@tormail.org

Let me know if you can do anything, thanks!

I'm having the exact same problem.

If you guys can figure it out for me as well, that would be great.
Account Number: 604155077
Amount to pay: $199.95
Email: gb5692c@msn.com

I'm having the same problem too. 2+ hours and still no record on block chain.info. The transaction log on BitInstant shows a whole bunch of failed attempts to transfer to mtgox. (I transferred to a BITCOIN ADDRESS NOT MTGOX)

What is the correct new support address? bitinstant.com/contact obviously no longer works. I submitted an email at http://support.bitinstant.com/customer/portal/emails/new

Is that the correct support link? I'm REALLY glad I just submitted a test amount. Sheesh!

[cardcomm]

Anyone who is bashing Yankee and other BitInstant employees / co-founders please stop. Your posts are simply clogging up an already packed thread which was created in order for BitInstant representatives to volentarily put themselves out into the forum world and give as close to a one-on-one feel of customer support as one can ask for in the day and age of the internet and automatic messeges.

If you have an issue, do what so many others have done here, simply post your problem, your account number, and maybe your email that you can be contacted at in regards to your issue.

Since so many people are experiencing problems, I think they are outstretched as it is, and they are finding a way to solve all the issues as fast as they can. If you guys keep saying how terrible they're support is, or that they know nothing about running a company, your problem ISN'T going to get solved any faster! Actually, if it were me, it would GUARANTEE that your issue will be among the LAST to be solved!

So please everyone, chill out.. This forum has helped many people in the past, and I have no doubt that this will all be sorted out as fast as they possibly can. We are all humans, mistakes do happen, and it takes time to work out solutions to complex problems and roll out the solutions across the entire globe.

Have a great day, and for gods sake, just chill out guys, it will be fixed as soon as they find out how.

I guess we're gonna find out if the push the complainers to the back of the queue. I just had an issue with a test purchase. Surprise, surprise...

I'm not even sure I submitted to problem request in the right place :/

[cardcomm]

For all those waiting for BitInstant to clean up it's act, just keep chanting this phrase from the BitInstant Facebook support page:

"We're still trying to work out some bugs on our new page. We're working on getting everything fully functional as soon as possible."

It's actually a pretty good logan. Maybe a TV commercial...

[malexpeterson]

Date    Number    Deposit From    Amt    Status
06/11/13 13:05    4f0cd68e-16b9-4320-a779-3b5b189d1577    Local Cash Deposit (700k Locations)    $115.21    pending
Transaction Details
Fee    $4.79    Origin    Local Cash Deposit (700k Locations)
Amt Paid    $120.00    Origin Acct #    N/A
Amt Recieved    $115.21    Destination    MtGox


Hello,

My money never made it.  I have asked for help from support hours ago to no avail.  Is there any eta on a fix?

Thank you for all you do!

[347build]

I deposited at the local CVS as I've done numerous times, and this is the first time that its not went through. *(probably $5-10,000 in the past 6 months) ZipZap confirmed successful payment, and now bitinstant is showing errors. I didn't request MTGOX transfer, as I sent it to blockchain.info wallet....  Below is the copy/paste of it. Please fix this ASAP. I have the most important order of my life, no joke. It must be completed tonight, or else I'm in an entire world of trouble. I have a huge amount of trust in you all. Please don't let me down. I'm posting this in the Q/A section, as well as on bitcoin talk, to make sure that it reaches the correct person to get it fixed. thanks!

06/11/13 15:32   4f5cae27-7495-48d8-af2a-848cf3722bb1   Local Cash Deposit (700k Locations)   $480.05   Pending
Transaction Details
Fee   $19.95   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $500.00   Origin Acct #   N/A
Amt Recieved   $480.05   Destination   Bitcoin Wallet Address
        Destination Acct #   1LxkLRyo7geb4umenGtJUJ2o4ArYJbWZZD
Event Log
Date   Event Type   Event ID
06/11/13 19:13   New Order   a4f291a5-65e6-4e6e-9c69-d318836fe669
06/11/13 19:13   MtGox tranfer error   739e55df-fa58-49a8-851c-a80b9d1280fc
06/11/13 19:13   MtGox tranfer error   15e7d26a-9c7a-490c-945a-158fbb548f5d
06/11/13 19:13   MtGox tranfer error   ecef2c1f-5082-4981-bd58-ba4b0a439625
06/11/13 19:13   MtGox tranfer error   63023f44-faf6-4db8-bae7-ed8943a14e6b
06/11/13 19:13   MtGox tranfer error   c209b86c-be4d-4153-96f6-0bffdcf6f60c
06/11/13 19:13   MtGox tranfer error   bd7ce561-cd6a-487f-9779-961fc762f5a9
06/11/13 19:13   MtGox tranfer error   9fb251a0-8ef1-43b0-bc20-b5d2a593739d
06/11/13 19:13   MtGox tranfer error   15150297-aa9e-45c9-b3e5-604c6e9b4018
06/11/13 19:13   MtGox tranfer error   a94570a8-1122-4206-b2b4-4c8037b377ba

[URSAY]

Please log all issues at support.bitinstant.com

Logging duplicate issues slows things down for everyone.

Please be clear, concise, and respectful.

We are working to correct everyone's issues and bring the new website up to speed with your expectations.

Thanks.

[pennypack]

I deposited at the local CVS as I've done numerous times, and this is the first time that its not went through. *(probably $5-10,000 in the past 6 months) ZipZap confirmed successful payment, and now bitinstant is showing errors. I didn't request MTGOX transfer, as I sent it to blockchain.info wallet....  Below is the copy/paste of it. Please fix this ASAP. I have the most important order of my life, no joke. It must be completed tonight, or else I'm in an entire world of trouble. I have a huge amount of trust in you all. Please don't let me down. I'm posting this in the Q/A section, as well as on bitcoin talk, to make sure that it reaches the correct person to get it fixed. thanks!

06/11/13 15:32   4f5cae27-7495-48d8-af2a-848cf3722bb1   Local Cash Deposit (700k Locations)   $480.05   Pending
Transaction Details
Fee   $19.95   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $500.00   Origin Acct #   N/A
Amt Recieved   $480.05   Destination   Bitcoin Wallet Address
        Destination Acct #   1LxkLRyo7geb4umenGtJUJ2o4ArYJbWZZD
Event Log
Date   Event Type   Event ID
06/11/13 19:13   New Order   a4f291a5-65e6-4e6e-9c69-d318836fe669
06/11/13 19:13   MtGox tranfer error   739e55df-fa58-49a8-851c-a80b9d1280fc
06/11/13 19:13   MtGox tranfer error   15e7d26a-9c7a-490c-945a-158fbb548f5d
06/11/13 19:13   MtGox tranfer error   ecef2c1f-5082-4981-bd58-ba4b0a439625
06/11/13 19:13   MtGox tranfer error   63023f44-faf6-4db8-bae7-ed8943a14e6b
06/11/13 19:13   MtGox tranfer error   c209b86c-be4d-4153-96f6-0bffdcf6f60c
06/11/13 19:13   MtGox tranfer error   bd7ce561-cd6a-487f-9779-961fc762f5a9
06/11/13 19:13   MtGox tranfer error   9fb251a0-8ef1-43b0-bc20-b5d2a593739d
06/11/13 19:13   MtGox tranfer error   15150297-aa9e-45c9-b3e5-604c6e9b4018
06/11/13 19:13   MtGox tranfer error   a94570a8-1122-4206-b2b4-4c8037b377ba

I have the EXACT same issue as the user described above. My zipzap account number is 485266837. Please advise on what needs to be done to resolve this ASAP. I do not understand why you have the option available on your site when it is clearly not working properly.

DATE   NUMBER   DEPOSIT FROM   AMT   STATUS
06/11/13 12:34   504e7a92-776a-47f9-bbb0-3efa9a61b2cc   Local Cash Deposit (700k Locations)   $480.05   Pending

Transaction Details
Fee   $19.95   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $500.00   Origin Acct #   N/A
Amt Recieved   $480.05   Destination   Bitcoin Wallet Address
        Destination Acct #   1a1g1KXipeRoFz4cKgt4yfQfFKi8XHsxP
Event Log
Date   Event Type   Event ID
06/11/13 20:34   New Order   7614a9a4-e9a9-48db-800b-0e64bd37d007
06/11/13 20:34   MtGox tranfer error   75520b17-a6c5-4b97-99db-d08e0362fb73
06/11/13 20:34   MtGox tranfer error   9ea0751a-be29-4702-a013-9ae9037ee8aa
06/11/13 20:34   MtGox tranfer error   eca6875d-6fe8-4fd1-96b9-72de5866b3ac
06/11/13 20:34   MtGox tranfer error   5da6c307-e65b-4d2d-accb-931dbc7f7167
06/11/13 20:34   MtGox tranfer error   b83dae10-cd55-405f-9365-7b6852b55cf1
06/11/13 20:34   MtGox tranfer error   2cbbcc78-b5cd-4992-bb4f-f3c4d4d67f3b
06/11/13 20:34   MtGox tranfer error   154cda97-3ac0-4414-9a61-bef36f1b14d3
06/11/13 20:34   MtGox tranfer error   3113bb5c-8d23-4a99-95a6-a40b3b22eaca
06/11/13 20:34   MtGox tranfer error   e5d29820-baed-4847-b1a6-c86d1201fc5f

[cardcomm]

I deposited at the local CVS as I've done numerous times, and this is the first time that its not went through. *(probably $5-10,000 in the past 6 months) ZipZap confirmed successful payment, and now bitinstant is showing errors. I didn't request MTGOX transfer, as I sent it to blockchain.info wallet....  Below is the copy/paste of it. Please fix this ASAP. I have the most important order of my life, no joke. It must be completed tonight, or else I'm in an entire world of trouble. I have a huge amount of trust in you all. Please don't let me down. I'm posting this in the Q/A section, as well as on bitcoin talk, to make sure that it reaches the correct person to get it fixed. thanks!

06/11/13 15:32   4f5cae27-7495-48d8-af2a-848cf3722bb1   Local Cash Deposit (700k Locations)   $480.05   Pending
Transaction Details
Fee   $19.95   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $500.00   Origin Acct #   N/A
Amt Recieved   $480.05   Destination   Bitcoin Wallet Address
        Destination Acct #   1LxkLRyo7geb4umenGtJUJ2o4ArYJbWZZD
Event Log
Date   Event Type   Event ID
06/11/13 19:13   New Order   a4f291a5-65e6-4e6e-9c69-d318836fe669
06/11/13 19:13   MtGox tranfer error   739e55df-fa58-49a8-851c-a80b9d1280fc
06/11/13 19:13   MtGox tranfer error   15e7d26a-9c7a-490c-945a-158fbb548f5d
06/11/13 19:13   MtGox tranfer error   ecef2c1f-5082-4981-bd58-ba4b0a439625
06/11/13 19:13   MtGox tranfer error   63023f44-faf6-4db8-bae7-ed8943a14e6b
06/11/13 19:13   MtGox tranfer error   c209b86c-be4d-4153-96f6-0bffdcf6f60c
06/11/13 19:13   MtGox tranfer error   bd7ce561-cd6a-487f-9779-961fc762f5a9
06/11/13 19:13   MtGox tranfer error   9fb251a0-8ef1-43b0-bc20-b5d2a593739d
06/11/13 19:13   MtGox tranfer error   15150297-aa9e-45c9-b3e5-604c6e9b4018
06/11/13 19:13   MtGox tranfer error   a94570a8-1122-4206-b2b4-4c8037b377ba

I have the EXACT same issue as the user described above. My zipzap account number is 485266837. Please advise on what needs to be done to resolve this ASAP. I do not understand why you have the option available on your site when it is clearly not working properly.

DATE   NUMBER   DEPOSIT FROM   AMT   STATUS
06/11/13 12:34   504e7a92-776a-47f9-bbb0-3efa9a61b2cc   Local Cash Deposit (700k Locations)   $480.05   Pending

Transaction Details
Fee   $19.95   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $500.00   Origin Acct #   N/A
Amt Recieved   $480.05   Destination   Bitcoin Wallet Address
        Destination Acct #   1a1g1KXipeRoFz4cKgt4yfQfFKi8XHsxP
Event Log
Date   Event Type   Event ID
06/11/13 20:34   New Order   7614a9a4-e9a9-48db-800b-0e64bd37d007
06/11/13 20:34   MtGox tranfer error   75520b17-a6c5-4b97-99db-d08e0362fb73
06/11/13 20:34   MtGox tranfer error   9ea0751a-be29-4702-a013-9ae9037ee8aa
06/11/13 20:34   MtGox tranfer error   eca6875d-6fe8-4fd1-96b9-72de5866b3ac
06/11/13 20:34   MtGox tranfer error   5da6c307-e65b-4d2d-accb-931dbc7f7167
06/11/13 20:34   MtGox tranfer error   b83dae10-cd55-405f-9365-7b6852b55cf1
06/11/13 20:34   MtGox tranfer error   2cbbcc78-b5cd-4992-bb4f-f3c4d4d67f3b
06/11/13 20:34   MtGox tranfer error   154cda97-3ac0-4414-9a61-bef36f1b14d3
06/11/13 20:34   MtGox tranfer error   3113bb5c-8d23-4a99-95a6-a40b3b22eaca
06/11/13 20:34   MtGox tranfer error   e5d29820-baed-4847-b1a6-c86d1201fc5f

I ALSO have this problem. It seems they tried to processes it again just a few minutes ago - my log in now populated with times 5 hours later than last time I checked.

If y'all reprocessed my order, it still didn't work

[cardcomm]

"BitInstant - Where Time is Money"


 

[carlotech]

i cant transfer mtgox to my paypal...any tips on how to do it?thanks