Official Newbie BitInstant Support Thread (Active Customer Support)

[Harry7139]

OK... Today I am angry... very angry... it has been 5 days with 3 separate requests made to your shitty "Customer Support" with no reply... nothing...  My Transaction ID is: Transaction ID: 9b4b3fc6-110a-432a-bfcc-8d56601b1db7. I am requesting that you find this transaction and fund my coins by 1:00 PM today EST 6/22/2013..  If not,  you MAY want to check Reddit later... There MAY be a rather interesting Youtube documented video of my failed transaction with Bitinstant.... hmmmm.. can't imagine who would do that.. If you don't get Reddit  you should check every other video site and BTC forum known to man it MAY be there too..  Just saying...  That's all... do NOT tell me "log my problem at customer support" as we both know that it does absolutely nothing..  63.95...was it worth it? Are you that desperate for money that having your business blasted with negative comments all over the world is worth 63.95..   Just send me the damn coins I ordered and paid for... no more games.. You may contact me at the same address I transacted with...I'm not playing tag here on this forum anymore... Thanks, have a great day.

PS:  Enjoy the show on Reddit after 1PM

[heart_mons]

The bitinstant page is so jacked up.   Sometimes I get the "problem with partners" error message.   I can not complete an order logged in to my account.  It's broken in Firefox and IE but it's different issues in each.  It's just sad.   

[ericrulz]

At least yours works SOMETIMES. I've tried making an account and using it as a guest. I've tried several browsers and I keep getting that "we are having problems with one of our partners" error. I've sent a couple of emails refering to this error to bitinstant support yesterday and I'm not sure how long it'll take for a reply. If anyone known a solution to this, I would greatly appreciate it!

[PuertoLibre]

Anyone get the deep feeling that there is no actual resolution queue, and they are just trying to delay us because they really don't have the money?

[Sunyata]

My issue got resolved. For all my moaning I sill have faith in Bitinstant. Thanks again.

[cardcomm]

Sent bitcoins on 6/18 for a bitcoin to PayPal transaction, still have not received one email back from the support team, or any funds in my paypal account. Please respond to my emails so I know exactly what's going on. I see your BTC wallet address has the exact amount that I was told to send on 6/18, so why is my order so backed up? When I placed the order the estimated time was about one hour...

We're working to get to your issue in the support queue.  Thanks.

The issue I have is that you guys never sent me money... It's pretty simple... Could you tell me/us exactly what you are doing to solve our "issues?" and maybe when we can expect to see some kind of resolve?

We're currently experiencing some support back log as a result of our new beta site launching last week.  Most issues are resolved as they come in but it also depends on what type of issue you have.  Some issues are easier to solve and are resolved faster then others.

So is the damn site working at all, or not?!?!?!

Are any customers able to complete transactions?

AND WHEN WILL WE GET THE REFUNDS FOR THE TRANSACTION FEES FOR PREVIOUSLY FAILED TRANSACTIONS?

This "we're doing our best to clean up our own mess" crap has been going on for weeks now. You're giving yourselves a real negative PR pounding here guys...

[anotheruser]

Only fair to let folks know, that they finally sent my bitcoins today...took a long time, but I guess this squeaky wheel finally got some grease.  no compensation, but at least i have my money now

[PuertoLibre]

Only fair to let folks know, that they finally sent my bitcoins today...took a long time, but I guess this squeaky wheel finally got some grease.  no compensation, but at least i have my money now

When was your order date?

[Dapper]

Myself, I would fully support you guys if I could but I can't even get my transaction to process (as a guest).    As for transaction delays with you guys, I've had them before (the longest was maybe 20 days max)... but frankly I can live with that.   I'm not in a hurry to get my funds into the system as most of it is interest income.... but I do need you guys to get the guest function working.     

      

[reactor]

Just a post from a happy customer.  Since BitHiccup 2013 (aka the new site rollout and the day of dread with held transactions) I've been able to successfully complete four transactions of cash > CVS/MoneyGram > BitInstant and the cash was in my Gox account and in trade before I got home (~15 minutes).

BI is running a quality service, give them a chance and they fix all issues.

[Gareth Nelson]

Still haven't received an email or reply today regarding my transaction from 6/12/13.  Bitinstant still has my money.  If someone from Bitinstant sees this...PLEASE HELP!  My support  Case #10815.  I have bombarded your email with replies and the address to send my coins to, with no luck.

Info Below:

Amount to Pay: $233.95
Account Number: 892004300

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.
Hi


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 12 2013 22:09:09, meaning your order has currently failed.

Transaction ID: 54aa0e65-22ac-419e-a985-be1660fc1bc4

Level of Support is laughable and unbelievable...you are dealing with peoples money not just goods!
I sure hope someone makes this right real soon

PM myself with your bitcoin address, this order failed due to giving your mtgox account number instead of bitcoin address

[Gareth Nelson]

Sent bitcoins on 6/18 for a bitcoin to PayPal transaction, still have not received one email back from the support team, or any funds in my paypal account. Please respond to my emails so I know exactly what's going on. I see your BTC wallet address has the exact amount that I was told to send on 6/18, so why is my order so backed up? When I placed the order the estimated time was about one hour...

We're working to get to your issue in the support queue.  Thanks.

The issue I have is that you guys never sent me money... It's pretty simple... Could you tell me/us exactly what you are doing to solve our "issues?" and maybe when we can expect to see some kind of resolve?

We're currently experiencing some support back log as a result of our new beta site launching last week.  Most issues are resolved as they come in but it also depends on what type of issue you have.  Some issues are easier to solve and are resolved faster then others.

So is the damn site working at all, or not?!?!?!

Are any customers able to complete transactions?

Yes and yes - most issues we've seen recently are user error or temporary communication glitches in talking to third party services

AND WHEN WILL WE GET THE REFUNDS FOR THE TRANSACTION FEES FOR PREVIOUSLY FAILED TRANSACTIONS?

If you're owed a refund open a support ticket to claim it, if you've had such a support ticket open without a response then please PM myself here with the ticket reference and i'll chase it up

[Gareth Nelson]

Only fair to let folks know, that they finally sent my bitcoins today...took a long time, but I guess this squeaky wheel finally got some grease.  no compensation, but at least i have my money now

If you're owed compensation please open another support ticket to claim it

[azucker10]

Hey new here but I have done Bitinstant transactions before and haven't had this issue before. This is the log from bitinstant and i dont know why it failed.

Transaction
1cd23faf-14b0-4d2b-b992-98119f804ef0   Local Cash Deposit (700k Locations)   $115.21


Event Log

Date   Event Type   Event ID
06/23/13 12:01   New Order   09cc7ca6-fb52-4598-a1cf-29fbdb87e3dc
06/23/13 12:01   Coinapult error   39a8a79b-c8fe-437d-9760-5f7d6d0a98d4


Here is the email I was sent

"Thank you for using BitInstant!

This email is to notify you that while we received your payment successfully, we have encountered an error while trying to process your transaction at Jun 23 2013 15:30:26, meaning your order has currently failed.

Transaction ID: 1cd23faf-14b0-4d2b-b992-98119f804ef0

If you contact support about this transaction, please reference this number so we can help you more quickly.

Your payment of 115.21, has NOT yet been transferred to bitcoinemail.

Our customer support agents have been informed of this problem and are currently investigating the problem. An agent will be in touch with you shortly regarding your account and what the next steps are. Until we understand what the issue with your transaction is, we suggest that you avoid creating further orders at BitInstant.com (in case you have entered account numbers incorrectly).

Again, we have automatically created a support ticket about this issue and you do not need to create one manually. We will contact you shortly to help resolve your issue.

Thank you for your patience,

The Bitinstant Team"



I also have a ton of pending transactions that I am trying to get rid of. I never made a slip for them and I don't need them.

Report to moderator

I posted this in another forum and i really need help.


THE PROBLEM IS FIXED AND I HAVE TO SAY BITINSTANT HELPED ME QUICKLY AND WITH EASE. I WILL BE BACKTO USE IT AGAIN

[shinobishozuku]

To all those out there whose bitcoins are MIA-

Has anybody had any luck in getting their funds refunded by zip zap?  I am wondering whether they have a more effective customer support system than bit instant and could get my money back to me faster than bitinstant can get me my bit coins (been waiting on them a week already). 

Thanks.

[swshf]

Hey new here but I have done Bitinstant transactions before and haven't had this issue before. This is the log from bitinstant and i dont know why it failed.

Transaction
1cd23faf-14b0-4d2b-b992-98119f804ef0   Local Cash Deposit (700k Locations)   $115.21


Event Log

Date   Event Type   Event ID
06/23/13 12:01   New Order   09cc7ca6-fb52-4598-a1cf-29fbdb87e3dc
06/23/13 12:01   Coinapult error   39a8a79b-c8fe-437d-9760-5f7d6d0a98d4


Here is the email I was sent

"Thank you for using BitInstant!

This email is to notify you that while we received your payment successfully, we have encountered an error while trying to process your transaction at Jun 23 2013 15:30:26, meaning your order has currently failed.

Transaction ID: 1cd23faf-14b0-4d2b-b992-98119f804ef0

If you contact support about this transaction, please reference this number so we can help you more quickly.

Your payment of 115.21, has NOT yet been transferred to bitcoinemail.

Our customer support agents have been informed of this problem and are currently investigating the problem. An agent will be in touch with you shortly regarding your account and what the next steps are. Until we understand what the issue with your transaction is, we suggest that you avoid creating further orders at BitInstant.com (in case you have entered account numbers incorrectly).

Again, we have automatically created a support ticket about this issue and you do not need to create one manually. We will contact you shortly to help resolve your issue.

Thank you for your patience,

The Bitinstant Team"



I also have a ton of pending transactions that I am trying to get rid of. I never made a slip for them and I don't need them.

Report to moderator

I posted this in another forum and i really need help.

Exact same thing happened to me today. It's been hours and I still haven't gotten a response from Customer Support other than the first automatic email that they sent.

My details are

06/23/13 13:45   New Order   d6562233-f9c9-4b06-9cbc-469d023b56fc
06/23/13 13:45   Coinapult error   9f7f60b6-2049-44da-9515-885e08c49fdd
Transaction ID: f4db4e3a-ecdb-4370-a522-f3b03faa2ac3

[cardcomm]

Exact same thing happened to me today. It's been hours and I still haven't gotten a response from Customer Support other than the first automatic email that they sent.

My details are

06/23/13 13:45   New Order   d6562233-f9c9-4b06-9cbc-469d023b56fc
06/23/13 13:45   Coinapult error   9f7f60b6-2049-44da-9515-885e08c49fdd
Transaction ID: f4db4e3a-ecdb-4370-a522-f3b03faa2ac3

Crap. I need coins, but I'm afraid to order. I can't afford to have my money in limbo again :/

[torrenting]

Order ID (930f1529-b982-4d6e-9660-fe881d8077ce)
Bitinstant still owe me 4 BTCs. They  manually processed my order after a month of payment but I only received 2/3rd of my order.
Since the value of the BTC has risen so drastically, they are now completely ignoring me when I try to contact them (support and here in Bitcoin talk). According to the Bitinstant policy, "We always give you the BTC at time of your deposit, and if the issue was our fault we always refund fees." Obviously they are not standing by their own policy and have not been professional in this situation.  A support ticket was opened for me on April and supposedly my situation was going to get resolved. I even exchanged messages with a tech explaining my situation. But then they started to ignore  all of my messages and support tickets once again. I want another support ticket opened for me to see if my situation can finally be resolved after several months.

[crazylikeafox]

Exact same thing happened to me today. It's been hours and I still haven't gotten a response from Customer Support other than the first automatic email that they sent.

My details are

06/23/13 13:45   New Order   d6562233-f9c9-4b06-9cbc-469d023b56fc
06/23/13 13:45   Coinapult error   9f7f60b6-2049-44da-9515-885e08c49fdd
Transaction ID: f4db4e3a-ecdb-4370-a522-f3b03faa2ac3

Crap. I need coins, but I'm afraid to order. I can't afford to have my money in limbo again :/

Use localbitcoins.com .  I am in no way associated with them, but they are easier to deal with if you use people that have a good reputation on the site.

[mculp]

Are people having problems with BitInstant today? I got my zipzap email but no BitInstant yet.