Official Newbie BitInstant Support Thread (Active Customer Support)

[txlegally]

a minor backlog eh?  definitely adding that quote to my email.   you got balls URSAY.

[txlegally]

from mt. gox support:


Michael Support, Jun 17 18:58 (JST):
Hello,

We apologize for the inconvenience caused to you.

Please contact Bit instant and since Bit instant is one sends funds to us which will be credited to your Mt-GoX account instantly once fund transferred from them.

Please contact bitinstant, call 1-716-712-4846 or email Bitinstant at support@bitinstant.com.

Let us know the details once you hear from them.

Get back to us for further assistance.


Best regards,

Mt.Gox Team
https://www.mtgox.com

[Attention: Please protect your account using OTP to ensure that your funds are safe and secure. Failing to do so makes your information vulnerable to hackers.
Please visit https://mtgox.com/security]

[dstevenson2k]

I'm thinking you might have the right idea txlegally. After that first major fuckup a few days ago everyone started to get their funds and the Bitinstant crew claimed that new orders were going through just fine. That's why I sent payment yesterday hoping that everything would go smoothly.

Instead I get an email saying that Bitinstant HAS MY MONEY but they can't send my coins, nor can their support respond to my problem. I sent the yesterday around 5pm. If I don't receive my coins by that time today I fully expect to be reimbursed the fee and any money I lost due to Bitcoin price going up.

This is bullshit.

[Gareth Nelson]

I'm thinking you might have the right idea txlegally. After that first major fuckup a few days ago everyone started to get their funds and the Bitinstant crew claimed that new orders were going through just fine. That's why I sent payment yesterday hoping that everything would go smoothly.

Instead I get an email saying that Bitinstant HAS MY MONEY but they can't send my coins, nor can their support respond to my problem. I sent the yesterday around 5pm. If I don't receive my coins by that time today I fully expect to be reimbursed the fee and any money I lost due to Bitcoin price going up.

This is bullshit.

Your order just executed, but it was unfortunately delayed due to issues talking to the mtgox API, if you want to claim a refund for fees and any loss due to price change please open a support ticket at support.bitinstant.com

[Gareth Nelson]

from mt. gox support:


Michael Support, Jun 17 18:58 (JST):
Hello,

We apologize for the inconvenience caused to you.

Please contact Bit instant and since Bit instant is one sends funds to us which will be credited to your Mt-GoX account instantly once fund transferred from them.

Please contact bitinstant, call 1-716-712-4846 or email Bitinstant at support@bitinstant.com.

Let us know the details once you hear from them.

Get back to us for further assistance.


Best regards,

Mt.Gox Team
https://www.mtgox.com

[Attention: Please protect your account using OTP to ensure that your funds are safe and secure. Failing to do so makes your information vulnerable to hackers.
Please visit https://mtgox.com/security]

Which exact transaction of yours is still outstanding?

[yahaauser]

Tx please keep us informed.

[bernard75]

Your order just executed, but it was unfortunately delayed due to issues talking to the mtgox API, if you want to claim a refund for fees and any loss due to price change please open a support ticket at support.bitinstant.com

Great! I might use that as a shortening system then.

[dstevenson2k]

Well shit I stand corrected. Thank you for the update Ursay. Per a post from Gareth, my transaction fell between the 1 hour soft deadline and the 24 hour hard deadline so I don't expect any reimbursement for fee or money lost due to delay.

What really ticked me off was an email saying that I would automatically get a response from customer support. Even after after filing a support claim, I still heard nothing about my problem. I thought I was gunna have to wait a week like some others to get my coins.

Anyways, thanks for the reply Ursay, I will be back to do business with Bitinstant when you guys have your problems resolved.

[dstevenson2k]

Now when I log into Bitinstant, it does say the order is executed but I still have no coins in my wallet. The event log starts with this:

06/17/13 15:25 New Order a3bf88a6-e956-4ae8-aeb8-a1f0ab978fe4

Followed by about 100 of these:

06/17/13 15:25 MtGox tranfer error  a4c3900d-b81e-482b-8c54-374a9970637f

And ends with this:

06/17/13 15:25 Order executed 9e2e121c-b56b-41ae-8385-5a7c6f1e12d0

So if the order is executed, why is the event log still showing hundreds of Mt. Gox transfer errors and why are there no Bitcoins in my wallet?

[URSAY]

Now when I log into Bitinstant, it does say the order is executed but I still have no coins in my wallet. The event log starts with this:

06/17/13 15:25 New Order a3bf88a6-e956-4ae8-aeb8-a1f0ab978fe4

Followed by about 100 of these:

06/17/13 15:25 MtGox tranfer error  a4c3900d-b81e-482b-8c54-374a9970637f

And ends with this:

06/17/13 15:25 Order executed 9e2e121c-b56b-41ae-8385-5a7c6f1e12d0

So if the order is executed, why is the event log still showing hundreds of Mt. Gox transfer errors and why are there no Bitcoins in my wallet?

Do you have a support ticket # ?

[dstevenson2k]

#14321

[URSAY]

#14321

You are in the queue so someone can push thru your order.  Thanks for your patience.

[lolbanks]

How about 10039..haven't heard much..

[URSAY]

How about 10039..haven't heard much..

Your issue was escalated to Coinapult support as we've mentioned to you thru your support ticket.  They are working on your issue.  We've had quite a bit of communication thru your support ticket so I'm not sure I understand your complaint that you, "haven't heard much".

[lolbanks]

I mean that it seems that after the issue goes to coinapult, nothing happens and I don't understand why or of it'd be faster/more efficient to get a refund and start the process over.

[URSAY]

I mean that it seems that after the issue goes to coinapult, nothing happens and I don't understand why or of it'd be faster/more efficient to get a refund and start the process over.

I can try to escalate a refund but any additional instructions will time to your resolution.  Coinapult is working on resolving orders currently.

[bamill010]

Any update on case #13861 or #14286? I sent an email to support before actually creating a "support ticket". Not sure if there's a difference. The transaction ID is 917dc6e7-7e22-43eb-91b1-3978c5b8742b. My transaction is from 6/15 so how do I got about getting my fees refunded as well?

Edit: My transaction ID might be 258d53fd-8920-42b1-bc2b-220a31ef1607. The email you guys sent me says one but the number under my account where it says pending says another.

[prophexy]

I just paid $139.95 to BitInstant.  I get this in my email:

"Thank you for using BitInstant!

This email is to notify you that while received your payment successfully, we have encountered an error while trying to process your transaction at Jun 17 2013 14:56:50, meaning your order has currently failed.

Transaction ID: 4c93363c-1892-4b9f-b04a-1ec512fc11b0"  etc, etc.

I have used BitInstant and NEVER had any problems.  Now I get this.  I login to my BitInstant account, and see that they had no issues whatsoever accepting my money, but there is a "Coinapult error."  I had something that had to be purchased today, that's why I went w/BitInstant was for their speed in transferring BTC to my account.

Someone from BI care to explain this and send me my BitCoins, please?

Please log your issue at support.bitinstant.com so we can work to provide you with a solution.

I did log this issue with support.  They gave me some crappy generic response of contacting Coinapult and expecting me to wait 1-3 days for a REPLY from them, not even a solution.  The other guy up there ordered the same time (around) that I did, and had the same issue, and has received his coins.  I am just wondering why that is, when I have yet to receive mine?  Im sorry, I made a purchase that had to be purchased today before 11:59pm, so I am HOPING that you can resolve this issue for me. 

[prophexy]

I just paid $139.95 to BitInstant.  I get this in my email:

"Thank you for using BitInstant!

This email is to notify you that while received your payment successfully, we have encountered an error while trying to process your transaction at Jun 17 2013 14:56:50, meaning your order has currently failed.

Transaction ID: 4c93363c-1892-4b9f-b04a-1ec512fc11b0"  etc, etc.

I have used BitInstant and NEVER had any problems.  Now I get this.  I login to my BitInstant account, and see that they had no issues whatsoever accepting my money, but there is a "Coinapult error."  I had something that had to be purchased today, that's why I went w/BitInstant was for their speed in transferring BTC to my account.

Someone from BI care to explain this and send me my BitCoins, please?

Please log your issue at support.bitinstant.com so we can work to provide you with a solution.

I did log this issue with support.  They gave me some crappy generic response of contacting Coinapult and expecting me to wait 1-3 days for a REPLY from them, not even a solution.  The other guy up there ordered the same time (around) that I did, and had the same issue, and has received his coins.  I am just wondering why that is, when I have yet to receive mine?  Im sorry, I made a purchase that had to be purchased today before 11:59pm, so I am HOPING that you can resolve this issue for me. 

UPDATE:  I am getting a bunch of MtGox transfer errors on my BitInstant.com login when I view the order placed.  Uhm... I didn't place an order to goto MtGox.  It was a direct to BitCoin address order to my Blockchain account...

[URSAY]

Any update on case #13861 or #14286? I sent an email to support before actually creating a "support ticket". Not sure if there's a difference. The transaction ID is 917dc6e7-7e22-43eb-91b1-3978c5b8742b. My transaction is from 6/15 so how do I got about getting my fees refunded as well?

Edit: My transaction ID might be 258d53fd-8920-42b1-bc2b-220a31ef1607. The email you guys sent me says one but the number under my account where it says pending says another.

Your issues are in the queue and awaiting resolution.  Thanks for your patience.