Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Absolute Mayhem!

I think they are just taking money to cover other orders at this point.

This is not the case.  Some technical issues are easier to solve then others.  Thanks for your concern and I apologize for any delays.

[URSAY]

Hi. When trying to purchase BTC today, I accidentally submitted an invalid wallet address as the destination. This resulted in a failed transaction.
If you could please direct my BTC to the right wallet address that would be greatly appreciated.
Transaction ID: 838efc2b-bb74-4ff4-a8db-816ff92e09bc
Zip-Zap:
Amount to Pay: $198.95
Account Number: 479172868

Correct wallet address: 1PWfKuvGvs6QRvYDzU81mq2DrhuwpHJQtu

I'm sure this happens all the time. Thanks bitinstant!

You'll want to log your issue at support.bitinstant.com with all relevant info.  Thanks.

[URSAY]

all i know is ill take a 6 hour drive and knock on a door if someone does not start explaining where the hell my 500 dollars is. if you can not give straight forward answers ursay have one of your superiors explain it to us. how hard is looking an order up and sending x amount of dollars to an account number? there is no way i am gonna wait 2 weeks for my money. maybe someone should complain to the better business bureau and get you guys investigated. i am sure if enough of us complained and that happened someone at this so called company would crack down on all these technical errors.

I've looked up your case and you've recently been given an update.  We're working on a correction.  If you would like to log your issue with the BBB that is your choice.  We can give you support their their system as well.  Thanks.

[URSAY]

Transaction "successfully executed" but no bitcoins have been transferred to my wallet. This is the second time out of five uses that I have not received my coins without having to take further steps, pretty unacceptable if you ask me. I really do enjoy this service and I want to keep using it, but a 40% success rate is horrible.

Bitinstant:
Transaction ID: 4ff3f44f-187b-4b50-8002-60f9160ecf8c

ZipZap:
Amount to Pay: $353.95
Account Number: 780951422

Please help, thank you.

Your order appears to have been completed...

https://blockchain.info/address/1GSK8z9e1XFkymfsWqCzb7EjEGqFKmANZP

[URSAY]

I had a transaction fail, how do I solve my problem

Log your issue at support.bitinstant.com so we can help you with your issue.

[URSAY]

How long is your average response time to customer inquiries and is using this forum the best way to manage tickets?

I'm sorry I do not have data regarding customer support response times.  This can be dependent on if we already have current outstanding issues that we are working to resolve.

We don't manage tickets thru this forum exclusively.

[PuertoLibre]

You know, none of this shit would have happened if bitinstant just stayed the damn same and didn't go into a new interface and all that stupid shit. No one cares about that shit. They just care that it works. Why fix something that's not broken??

Actually, this is a recurring theme many months old.

Even on the old site the same story always took place.

Whether it was more frequent or less frequent is up to debate.

[hcarloz6]

Hi, today I attempted to purchases bitcoins from you guys. I created the transaction, received the Zipzap slip and and deposited that cash at the location. However, when I got home, it said that ZipZap reported payment failed. I have a receipt from the deposit so I'm not sure why the payment did not go through. Can you help me resolve this issue?

Case #22643.

[seller]

yhbw

[URSAY]

Hi, today I attempted to purchases bitcoins from you guys. I created the transaction, received the Zipzap slip and and deposited that cash at the location. However, when I got home, it said that ZipZap reported payment failed. I have a receipt from the deposit so I'm not sure why the payment did not go through. Can you help me resolve this issue?

Case #22643.

Your order was executed and sent to the email you requested.  Please check your spam folder.

[b4m125]

Hi, today I attempted to purchases bitcoins from you guys. I created the transaction, received the Zipzap slip and and deposited that cash at the location. However, when I got home, it said that ZipZap reported payment failed. I have a receipt from the deposit so I'm not sure why the payment did not go through. Can you help me resolve this issue?

Case #22643.

Your order was executed and sent to the email you requested.  Please check your spam folder.

Hey Ursay, why can you fulfill peoples orders right away if they're giving you money, yet I've been waiting 10+ days for you guys to hand over my money to my PayPal...

[wiggersrus]

Hi. When trying to purchase BTC today, I accidentally submitted an invalid wallet address as the destination. This resulted in a failed transaction.
If you could please direct my BTC to the right wallet address that would be greatly appreciated.
Transaction ID: 838efc2b-bb74-4ff4-a8db-816ff92e09bc
Zip-Zap:
Amount to Pay: $198.95
Account Number: 479172868

Correct wallet address: 1PWfKuvGvs6QRvYDzU81mq2DrhuwpHJQtu

I'm sure this happens all the time. Thanks bitinstant!

You'll want to log your issue at support.bitinstant.com with all relevant info.  Thanks.

last night I went to the support page and clicked "Email us" and explained everything.
Support emailed me back with a Case #22577.
So that's all I have to do?

[phamilykid]

im extremely glad i got my funds. but i thought after 24 hrs fees were waived lol?

[magicmike20]

I just made 4 separate cash deposits (with 4 different total amounts) for Bitcoin to Email and have only received 3 of the 4 Coinapult payload emails... I waited for a while but the last email never came so I suspect that one of them is hung up in the system and just needs to be pushed through. I have already claimed the payloads on the 3 that I have received.

Here are the four transaction IDs (three of which should be successful, only one has not come through):

I did the math, and I believe this to be the transaction ID for the order that has not gone through! - (63665669-0bd6-489f-9afe-869ed74d96c7)

Here are the transaction IDs for the other three orders which I believe were successfully executed:
(5c545f9b-e063-4b42-a165-6149a83fd016)
(aa925dab-9788-487b-a7b1-008e98162405)
(24745b9c-d13a-4cfe-a8d2-64642cf34a73)

I have many very good experiences with BitInstant. Please push through the payment that hasn't come through!

I am also contacting support about this, just thought posting it in the thread may call some attention to it.

Update: The support team at BitInstant is damn fast. Less than thirty minutes and I was helped. Thanks!!!

[PuertoLibre]

I still have nothing. I am a shy hair over 14 days.

[b4m125]

I still have nothing. I am a shy hair over 14 days.

Got an email claiming that I made an error with the amount of coins I sent... 10 days after I gave them the coins. Now I'm back at homebase with my coins, still feeling lucky though that I did get any type of reimbursement. I guess I annoyed them enough on all the different social media fronts, lol. Who knows.. Thanks I guess? Now to find an exchange that is competent enough to cash my coins 

[MrBilling]

I still have nothing. I am a shy hair over 14 days.

Got an email claiming that I made an error with the amount of coins I sent... 10 days after I gave them the coins. Now I'm back at homebase with my coins, still feeling lucky though that I did get any type of reimbursement. I guess I annoyed them enough on all the different social media fronts, lol. Who knows.. Thanks I guess? Now to find an exchange that is competent enough to cash my coins 

It does seem they are picking and choosing who to work on first.  People come on here ranting and raving and then you never hear from them again.  People who are polite are still here.

[PuertoLibre]

You know,

I am totally baffled.

BitInstant makes contradictory statements all the time, but this takes the cake.

!) On the one hand they will tell you that the price is "not locked in" until it is executed.

So that means if you sold 1 BTC when it was @ $100, you might not get $100 (minus any fees). You might get a rate of whatever it is at the moment they actually get around to doing it.

!) So lets say someone who's order hasn't been executed by a goof up, says "Hey! It is now Day 4 of my wait for my $$$. I sold you my BTC and I expect todays rate. (for example the markets rally from $100 on Day 1 to $130 on Day 4)

What will BitInstant do?

Well, according to their emails, the price quoted expires is valid for 15mins from their initial quote. You have exactly that much time to fund your quote. What quote? You previously said it was a meaningless quote, right? It doesn't apply....when it is actually executed...then we (BitInstant) use the rate at the moment it is actually executed.

Are you confused yet? Or do you see an arbitrary standard yet?

---------------------------

I'll sell you a bag of tomatoes to you BitInstant when they are @ $100 per bag.

But if the price per bag goes down after the agreed price, rather than give you a full $100 bill, we will just give you cash at whatever the rate happens to be at the moment. So if it dropped to $95 at the moment BitInstant opens the register, (actual execution) then that is exactly what you get. Even though the quote is for $100. Quotes are totally meaningless...you know?

Ah, but if in a separate scenario if the price of the bag of tomatoes suddenly shoots upward to $130 then BitInstant will only give me $100 for the bag. Why? Oh because then the "quote applies" and is totally valid and binding. LOL.

Unbelievable.

On the one hand their emails indicate that there are no price assurances (like before).  That whatever the price is, at the moment of execution, it's what you seemingly get. (usually in a downtrend this is pretty bad...because you never know what you will actually get.)

Though, if the price shoots up, then the price on the quote is entirely overriding the current price. Which means they will pay less at its execution.

------------------------

BitInstant, tell me if I am wrong about anything.

If you logic is different than I have stated I would love to hear about it. Not through email, but right here in public.

I want everyone to know exactly what deal you are offering to them. So that previous orders inconsistent with whatever you say next can open a support case and point out a [seemingly] inconsistent behavior and application of logic.

[PuertoLibre]

Do you lock in the price of exchange when it is quoted? Or when it is executed?

[incentive]

Charlie can you help me out here I have a rather large transaction. I believe two cases have been opened.

case #23569. I have not received anything on my order it was bitcoin to email and I provided the address and the pin on your end.

Please email me if you need anything else.

The transaction id is badd6a85-da06-40fd-b990-f349b2d2e80e