Official Newbie BitInstant Support Thread (Active Customer Support)

[J98]

I kindly asked customers to stop using profanity on the Q&A section.  This did not help so we shut Q&A down for now.

I believe the profane remarks were the minority of posts, most of the posts were people like me simply asking whats up. It just happen to coincidentally benefit you to shut down the Q&A because 1 of every 100 posts had profanity in it. You seem to have a heavy online presence, so it wasn't possible to just delete the profane remarks? I was on the Q&A from mid Tuesday to the time it got shut down and I don't recall seeing any profanity, just people wanting to know whats going on with cash deposits.

[347build]

Well im excited my 2nd order went through. Ive complied with the single support ticket rule, and am quietly and patiently waiting for case 9412 to resolve. Im literally not worried. Thanks Bitinstant. You will get it going soon enough.

[thebaron]

Anyone had a successful Bitcoin to ACH deposit yet? My order says "executed", but it's been 2 business days and any other ACH deposit usually shows up the next day when initiated.

Transaction ID: 0a9e9e42-0dca-4107-bed4-bb44b236fffc

[JustAnotherBitcoinFan]

Anyone had a successful Bitcoin to ACH deposit yet? My order says "executed", but it's been 2 business days and any other ACH deposit usually shows up the next day when initiated.

Transaction ID: 0a9e9e42-0dca-4107-bed4-bb44b236fffc

the ones from two-three days ago are not being processed yet.  Official response is they don't know when they will be processed.

[Gareth Nelson]

Gareth I have had orders that had to be manually processed and they always filled them in just a few minutes when that happened.. so why would you have to loan that guy the money instead of just manually processing his transaction? So you are basically saying that you do not even have the capability to track our orders and manually send even one of them if you wanted to? This doesn't sound good.

You nailed it. Currently they have no access to their order history so they can't verify the details of our support emails until they get that sorted. Doesn't sound good at all.

I did that because i'm confident that i'll soon get all the backlogged orders processing properly and I could help someone out quickly.

If you are so confident, why stop with one.  There others that I am sure you could afford to do the same for.  I just read through about 16 long long term customers who are deserving.

Because this was out of personal funds and I can't afford to as much as i'd like to

[thebaron]

Anyone had a successful Bitcoin to ACH deposit yet? My order says "executed", but it's been 2 business days and any other ACH deposit usually shows up the next day when initiated.

Transaction ID: 0a9e9e42-0dca-4107-bed4-bb44b236fffc

the ones from two-three days ago are not being processed yet.  Official response is they don't know when they will be processed.

lawwwwwwwwwddddddd

[JerryG]

Looks like I'm a going to ba asking for a refund...
Yo, ZipZap...wait up I need to talk to you......
Good luck to everyone waiting
This was my third time using BitInstant and my last.
You just don't mess with peoples money.
This should have been fixed in hours, not going on 3 days and counting..

[J98]

Looks like I'm a going to ba asking for a refund...
Yo, ZipZap...wait up I need to talk to you......
Good luck to everyone waiting
This was my third time using BitInstant and my last.
You just don't mess with peoples money.
This should have been fixed in hours, not going on 3 days and counting..

I emailed zipzap at 11pm last night asking how I can get a refund and got a reply within an hour with the exact form I need to fill in and an exact ETA on how long it takes to get my money.

still waiting 3 days for a real response from bitinstant......

[bitwrangler]

my experience with zipzap was also excellent, completed refund form already submitted and (GASP) confirmed receipt by a customer service rep. Thank you Claire. Simple process. I suggest this.

[tpad]

Gareth, imho if you guys would just give a more specific response instead of such a generic answer the community would be much less ready to freak out. If you would tell us exactly what problem caused the funds not to be transferred instead of merely saying 'We just launched a beta site of course it is going to have bugs' we would all feel more calm. Also give us an ETA based on what you think even if isn't set in stone. A lot of us would just like the honest opinion of someone within the organization. It truly seems you are by far the most helpful of all the BitInstant staff and I am very thankful you are at least here trying to address some of these concerns but if you could just add a little more depth I think we would all feel a lot more secure about our funds. Again just let us know the exact issue that caused our funds to go into limbo and give us an estimated time frame that you feel they will start manually executing transactions. Thanks Gareth.

P.S. Guys you can catch a lot more flies with honey instead of vinegar. Let's keep our cools on this and be respectful even if we feel we are being mislead.

[bonedatul]

I just want to clarify I already made a payment Tuesday night still nothing. But are orders that have been filled out today through BitIstant using Cash Deposit to fill your Mt.Gox account working properly ?

[cardcomm]

Gareth I have had orders that had to be manually processed and they always filled them in just a few minutes when that happened.. so why would you have to loan that guy the money instead of just manually processing his transaction? So you are basically saying that you do not even have the capability to track our orders and manually send even one of them if you wanted to? This doesn't sound good.

You nailed it. Currently they have no access to their order history so they can't verify the details of our support emails until they get that sorted. Doesn't sound good at all.

I did that because i'm confident that i'll soon get all the backlogged orders processing properly and I could help someone out quickly.

Wow. The fact that your development team can't even process one single failed payment manually at the request of their CEO is pretty disturbing. Your team must have really stepped in it this time! I can imagine the mess they're in...

I take it you'll be hiring software developers soon?  

[cardcomm]

Gareth, imho if you guys would just give a more specific response instead of such a generic answer the community would be much less ready to freak out. If you would tell us exactly what problem caused the funds not to be transferred instead of merely saying 'We just launched a beta site of course it is going to have bugs' we would all feel more calm. Also give us an ETA based on what you think even if isn't set in stone. A lot of us would just like the honest opinion of someone within the organization. It truly seems you are by far the most helpful of all the BitInstant staff and I am very thankful you are at least here trying to address some of these concerns but if you could just add a little more depth I think we would all feel a lot more secure about our funds. Again just let us know the exact issue that caused our funds to go into limbo and give us an estimated time frame that you feel they will start manually executing transactions. Thanks Gareth.

P.S. Guys you can catch a lot more flies with honey instead of vinegar. Let's keep our cools on this and be respectful even if we feel we are being mislead.

I completely agree with this!

I'd like to add that it's disingenuous of you to try and pull the "beta site" card for explaining the bugs. You had a working site that you pulled down without warning, stating just that you were down for maintenance. Then you launched a "beta" site knowing your repeat customers would come there. You gave NO warning that it was a beta site that had been completely re-written, and therefore presented increased risk.

So PLEASE stop implying that your repeat customers should have known their was an increased risk in using the site just because you slapped up a "beta" tag on the site!

You are adding insult to injury.

[Gareth Nelson]

Some good news and a brief update for everyone:

We have 2106 orders in the affected period, of which 568 are still not executed, 949 ARE executed and 589 where the customer never paid at the deposit location (based on data from ZipZap)

The 568 not executed are now being worked through by our support team, if you have an outstanding cash deposit please check the status here:
https://www.cashpayment.com/Public/CheckMyPayment

If that shows your order as paid then you only have to wait a little longer for our support team to catch up and manually process it, if it shows as pending then you will need to get in touch with ZipZap with proof of your deposit. Unfortunately there is little we can do if ZipZap shows the payment as pending incorrectly.

Again, orders placed recently have not suffered from these issues and if your order was placed today and has failed it's likely due to a different unrelated cause - for any order that's failed please open a support ticket and provide as much detail as possible, we have quite a few tickets without any information on the order at all and are unable to help as efficiently in those cases.

[Gareth Nelson]

In just a moment, I'll help to spread the word by alerting our entire community of the technical issues.
I think it may be important since it is not currently mentioned on the homepage of bitinstant.com.

Clinton
WorldCoinForum.org
WorldCoin.in

BitInstant, are you planning on haulting incoming payments from your website?
It does not seem that you are trying to prevent others from making a purchase on BitInstant.

Since current orders are processing as normal we have no plans to halt new orders.

[URSAY]

Gareth, imho if you guys would just give a more specific response instead of such a generic answer the community would be much less ready to freak out. If you would tell us exactly what problem caused the funds not to be transferred instead of merely saying 'We just launched a beta site of course it is going to have bugs' we would all feel more calm. Also give us an ETA based on what you think even if isn't set in stone. A lot of us would just like the honest opinion of someone within the organization. It truly seems you are by far the most helpful of all the BitInstant staff and I am very thankful you are at least here trying to address some of these concerns but if you could just add a little more depth I think we would all feel a lot more secure about our funds. Again just let us know the exact issue that caused our funds to go into limbo and give us an estimated time frame that you feel they will start manually executing transactions. Thanks Gareth.

P.S. Guys you can catch a lot more flies with honey instead of vinegar. Let's keep our cools on this and be respectful even if we feel we are being mislead.

I completely agree with this!

I'd like to add that it's disingenuous of you to try and pull the "beta site" card for explaining the bugs. You had a working site that you pulled down without warning, stating just that you were down for maintenance. Then you launched a "beta" site knowing your repeat customers would come there. You gave NO warning that it was a beta site that had been completely re-written, and therefore presented increased risk.

So PLEASE stop implying that your repeat customers should have known their was an increased risk in using the site just because you slapped up a "beta" tag on the site!

You are adding insult to injury.

The old site was not pulled.  old.bitinstant.com

The new site does clearly show it is a beta.  I'm not saying that this excuses any issues that customers have experienced but it's clearly stated next to the BitInstant logo.

[chrometric]

For what it's worth, i've been a BI customer for around 7 months and never had any problems until tuesday june 11 2013. I've lost my head about this because i have seen others in complaining about BI.
Until now, i never took it to heart.
    Right now i am confused and very disgruntled  

Heck, the BI website cant even verify my information  

For some of us that have been around for the short time as i have (7+ months) that have faithfully used
BitInstant, i Respectfully ask....Please get me my coins and verify my information so i can continue to be a Customer of BitInstant.

[tpad]

That is amazing news Gareth thank you. My order says paid on the ZipZap site so I guess I am just now waiting for my number to be reached and then my funds will arrive. Can you check Gareth and see if my order is in the queue and what number I am on the list? My ZipZap account number is 582071056.

[J98]

Some good news and a brief update for everyone:

We have 2106 orders in the affected period, of which 568 are still not executed, 949 ARE executed and 589 where the customer never paid at the deposit location (based on data from ZipZap)

The 568 not executed are now being worked through by our support team, if you have an outstanding cash deposit please check the status here:
https://www.cashpayment.com/Public/CheckMyPayment

If that shows your order as paid then you only have to wait a little longer for our support team to catch up and manually process it, if it shows as pending then you will need to get in touch with ZipZap with proof of your deposit. Unfortunately there is little we can do if ZipZap shows the payment as pending incorrectly.

Again, orders placed recently have not suffered from these issues and if your order was placed today and has failed it's likely due to a different unrelated cause - for any order that's failed please open a support ticket and provide as much detail as possible, we have quite a few tickets without any information on the order at all and are unable to help as efficiently in those cases.

thanks for some actual info, I checked my status and it says "Paid" . So hopefully my order will be processed soon.

[chrometric]

both of my transactions say "Paid" 

and yes, thanks for this tangible information 

i'll just wait to see the second of my orders on blockchain being transfered to my BTC wallet.


**Crosses Fingers**