Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

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. 

I'm sorry you think our responses are "crappy".  We have a process for resolving issues and the process that needs to happen for you to receive a resolution involves Coinapult support.  I realize you did not place a Mt.Gox order but your order must pass thru Gox in order to complete.

[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. 

I'm sorry you think our responses are "crappy".  We have a process for resolving issues and the process that needs to happen for you to receive a resolution involves Coinapult support.  I realize you did not place a Mt.Gox order but your order must pass thru Gox in order to complete.

URSAY, your responses are not 'crappy'.  You have been VERY helpful.  Please dont take it as a thing against you AT ALL.  You have been amazingly helpful with everything and everyone you have dealt with.  I am just pissed because of me NEEDING these coins by today, and of course something happens.  It is NOT your fault, and Im not even blaming BI.  I'm more blaming Coinapult for anything.  So, I would like to sincerely apologize.  Plus, BI's responses are not crappy.  It's the GENERIC automated responses that are .  I would like to honestly thank you for helping everyone here, and I understand its a complicated process.  I do appreciate everything you have done, and are doing to assist.  Thank you!

[lolbanks]

Got my coins, might take a while, but theyll get them to you. Thanks

[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.

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

Thanks for the help.

[txlegally]

Gareth,

Thanks for getting two of these pushed through.  I really really didn't want to start badmouthing you guys.  Its just so frustrating.

Okay, you pushed through the two on my registered account:


**This email is to notify you that your transaction was successfully    executed at Jun 11 2013 23:58:43

Transaction ID: 19884f15-4efa-497d-8148-fe9832f892cb

AND

This email is to notify you that your transaction was successfully executed at Jun 11 2013 23:54:59

Transaction ID: 9e3028bf-77e7-46bd-88f8-9ea3e0a8afa8


HOWEVER, there is still one missing.   If you remember, my brother in law helped me out because of daily limits and did two straight to wallet transfers.  Both show as paid on the zip zap verification link you provided, but I have only received one of them.

Because he isn't a registered user I only have the account information and amounts.  I know you sent me 4.6 BTC but since the payments are almost the same I'm still not sure.

The first one went to this address:

19SQSy1ZdaiPL2zYLUS8UYLJweTdQf2YRu

Unless something weird was done, they should both be going to this address.  HOWEVER, i do use one other address..... just in case, that address is:

1AYoAQxwqoYq1B31f3xcQigm7Vg4djC5fF

Either address is acceptable.

Zip Zap Information:

Order 1:
801 720 137
$503.95 (USD)
120 hours
120 hour deadline: 06/16/2013 04:29 PM

Order 2:
330 955 469
$498.95 (USD)
120 hour deadline: 06/16/2013 04:24 PM

Both are in the following name:
Mike Stephens
theconsulate@tormail.org
214-814-5155

However, please email heath.simpson@gmail.com if possible with confirmation.  I am copying support on this as well.  


SUMMARY:  You owe me for one of these two payments, although I cannot tell which one.   You can send to either address.  Neither have transactions pending on the blockchain.... but the second one is about to as I send the 8 btc you just sent my mt gox account over to that wallet.   Please help.... and thank you for getting the other two done as well.

[underpressure]

Hi Ursay,
I was wondering if someone could push my coins through? I am about to be unable to use a computer for the next day or so.
I emailed support 15236
Transaction ID: d61a609a-4e5d-45d7-81b9-94627cbf7168

Just saw your email...this is the information

[URSAY]

Hi Ursay,
I was wondering if someone could push my coins through? I am about to be unable to use a computer for the next day or so.
I emailed support 15236
Transaction ID: d61a609a-4e5d-45d7-81b9-94627cbf7168

Just saw your email...this is the information

I responded to your ticket a while ago asking for order info and there is still no response.  The best method of receiving a resolution is to respond to your support ticket so we have all of your info in one place.

[underpressure]

It was happening simultaneously. Sorry. Do you have what you need now?

[PuertoLibre]

Hello,

Just used BitInstant for the first time. Everything worked out nice and quickly. Unfortunately, in the half hour it took me to run to the store for the money gram, the price of BTC went up a bit. When all was said and done, I ended up with ~0.978 instead of 1.0 BTC. I guess there is no way to make up that difference? I'd hate to do another full order + fees + trip to the store just for that tiny amount.

Thanks.

Your price is not locked in when you create a quote.  Regardless, if you think you have an issue that needs correction then it should go to support.bitinstant.com

What do you mean it's not locked?

Do you mean if we created a quote when 5 BTC equaled 500 USD...if it took 1 day for you to process and the price per BTC drops to 75...then we will get 375USD (before fees)?

Our system has a hard deadline of 24 hours, past which customers are entitled to fee refunds and compensation for price changes. The soft deadline (which is what we aim to deliver the majority of orders in) is 1 hour, and between those 2 timeframes we don't make a formal commitment to prices other than market rate as determined by our partners at coinapult.

You do realize that this is not directly implied on your website?

That is one hell of a bombshell to drop on people.

So basically, we don't actually know what rate we are getting until after we get it....?

Everything about the BitInstant website leads a person to believe they are going to get a fixed transaction (1 BTC for a certain amount of USD) as soon as finalized or as soon as it is paid in full. You'd better make it more obvious that prices are honored when executed rather than when paid. (huge variance right there)

Anyway:

Order: df07ed15-e31f-48be-9d0f-da85a3a59c58

There was some hickups with my order getting processed. Apparently customer service alerted me that the blockchain took its sweet time to confirm my payment. Even though I made the payment a few seconds after receiving the BitInstant address several days ago. You can check the timestamp to confirm when the transfer was made.

My order is still in limbo and I am definitely invoking the 24 hours clause. (fee free)

This is all covered in our terms of service.  Sorry for the delay on your order.  We are working on a solution.  Thanks.

Any updates to my order?

Order: df07ed15-e31f-48be-9d0f-da85a3a59c58

Please issue an immediate refund for my order. I lost count of how many days I have been waiting.

It is probably my seventh day (7th). My issue wasn't even related to zipzap or coinapult or whoever.

Been ignored by BitInstant support for the last 2 days.

So just send the exact BTC (including BTC fees) back into my account. I have already found a reliable partner who can do this for me with almost no delay. (And no, they are not automated!)

[daqione]

My issue got resolved this morning and after last weeks drama I'm going to stick with my localbtc trader. Maybe I'll come back once these issues are resolved.  Btw I still got charged service fee plus lost btc value

[Sunyata]

Hi Ursay,

I just recently purchased some BTC and had some sent to my wallet yet I have no e-mail confirmation from bitinstant or zip zap that my payment went through. I understand that it can take up to 24 hours for my coins to come through I am just worried since I have yet to see an e-mail confirmation of my payment. The account number was 212 203 202 and it was sent to the BTC address 1HkVuiXZwKfkMBfK5DvtJcMBkqTe5wn8HS.

Edit: I still don't have either an order number or confirmation e-mail 12+ hours after payment. I am starting to become slightly concerned.

[nightwolf2013]

Hi I sent a Bitcoin-email transfer on JUNE 1st 2013 and still no bitcoins in my email. I have contacted coinapult and bitinstant but still no response.

Gabe Sukenik of coinapult emailed me but he has not responded to my response email for 10 days.

Here is my information:

OrderID: 29618d6d-9a17-4f99-a837-1c310fb9a2ba
EventID: 49c064b5-973e-4b72-a446-da0818c8b46f
QuoteID: 5dae435b-2410-4e36-9680-2efa9370fa17

$192.02 hang in the balance. Please rescue me!

It's been over 2 weeks, and I have been patient because I know you guys are really busy, but can someone please fix my situation?

Thank you for your help!!

EDIT: I sincerely apologize to URSAY. His response email was put into a different box in my mail. HOWEVER, my target email address for the bitcoins did not receive an email containing the coinapult bitcoins. I have emailed URSAY from a different address.

[aidens]

when will i be able to use bitinstant? it has been saying theres a problem with vendor for quite a few days now, I need ma bitcoins! any other services out there? if you can't get bitinstant working

[technomancer]

We are experiencing problems with one of our partners, please try again later....    2 days c'mon

[ForgottenWarrior]

I have used your services numerous time and have never waited more that 1 hour for my coin to reach its MTGOX destination until now!
It has been over 4 hours and My time Is My Money. You charge a fee so why let us down.  If i do not get my coin at the rate at which you receive my money-gram then this three times a week customer will use a different banker,
FW
Please get back to me

[gordon154]

I demand satisfaction. On Sunday, I purchased $373.95 worth of bitcoins, and I still have not received an email from Bitinstant or my bitcoins. All of my attempts to contact customer support have gone unanswered.  If I have to pursue some sort of legal action, I will.

[URSAY]

It was happening simultaneously. Sorry. Do you have what you need now?

Yes thank you for responding to your support ticket.

[URSAY]

Hello,

Just used BitInstant for the first time. Everything worked out nice and quickly. Unfortunately, in the half hour it took me to run to the store for the money gram, the price of BTC went up a bit. When all was said and done, I ended up with ~0.978 instead of 1.0 BTC. I guess there is no way to make up that difference? I'd hate to do another full order + fees + trip to the store just for that tiny amount.

Thanks.

Your price is not locked in when you create a quote.  Regardless, if you think you have an issue that needs correction then it should go to support.bitinstant.com

What do you mean it's not locked?

Do you mean if we created a quote when 5 BTC equaled 500 USD...if it took 1 day for you to process and the price per BTC drops to 75...then we will get 375USD (before fees)?

Our system has a hard deadline of 24 hours, past which customers are entitled to fee refunds and compensation for price changes. The soft deadline (which is what we aim to deliver the majority of orders in) is 1 hour, and between those 2 timeframes we don't make a formal commitment to prices other than market rate as determined by our partners at coinapult.

You do realize that this is not directly implied on your website?

That is one hell of a bombshell to drop on people.

So basically, we don't actually know what rate we are getting until after we get it....?

Everything about the BitInstant website leads a person to believe they are going to get a fixed transaction (1 BTC for a certain amount of USD) as soon as finalized or as soon as it is paid in full. You'd better make it more obvious that prices are honored when executed rather than when paid. (huge variance right there)

Anyway:

Order: df07ed15-e31f-48be-9d0f-da85a3a59c58

There was some hickups with my order getting processed. Apparently customer service alerted me that the blockchain took its sweet time to confirm my payment. Even though I made the payment a few seconds after receiving the BitInstant address several days ago. You can check the timestamp to confirm when the transfer was made.

My order is still in limbo and I am definitely invoking the 24 hours clause. (fee free)

This is all covered in our terms of service.  Sorry for the delay on your order.  We are working on a solution.  Thanks.

Any updates to my order?

Order: df07ed15-e31f-48be-9d0f-da85a3a59c58

Please issue an immediate refund for my order. I lost count of how many days I have been waiting.

It is probably my seventh day (7th). My issue wasn't even related to zipzap or coinapult or whoever.

Been ignored by BitInstant support for the last 2 days.

So just send the exact BTC (including BTC fees) back into my account. I have already found a reliable partner who can do this for me with almost no delay. (And no, they are not automated!)

I can try to add additional instructions to your order that indicate a refund but that will likely add additional waiting time to your issue.  Your call.

[URSAY]

My issue got resolved this morning and after last weeks drama I'm going to stick with my localbtc trader. Maybe I'll come back once these issues are resolved.  Btw I still got charged service fee plus lost btc value

Your always welcome to log any issue at support.bitinstant.com

[URSAY]

Hi Ursay,

I just recently purchased some BTC and had some sent to my wallet yet I have no e-mail confirmation from bitinstant or zip zap that my payment went through. I understand that it can take up to 24 hours for my coins to come through I am just worried since I have yet to see an e-mail confirmation of my payment. The account number was 212 203 202 and it was sent to the BTC address 1HkVuiXZwKfkMBfK5DvtJcMBkqTe5wn8HS.

Edit: I still don't have either an order number or confirmation e-mail 12+ hours after payment. I am starting to become slightly concerned.

Please log your issue at support.bitinstant.com with the info you have available.