Problems with BitInstant [RESOLVED]

[cryptoanarchist]

Placed an order to move some money between exchanges and got "Order Execution Failed", yet they already redeemed my coupon.

Can't get ahold of anyone on their chat or telephone.

[1714278314]

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[cryptoanarchist]

Great time to be down, guys...during an actual killer arbitrage opportunity.

[cryptoanarchist]

Looks like they have no reserves where I was sending to...shoulda checked that.

[cryptoanarchist]

Where can you see their reserves?

Its on the bottom of the right column on the BTC-e homepage.

[cryptoanarchist]

Well, its been well over an hour and the arbitrage opportunity is almost gone. I want the fee back.

[zhalox]

This happened to me too, I went to my CVS to deposit about $500 into Mt. Gox, but the funds never showed up.  I've deposited at the same CVS location via MoneyGram several times before, and in the past the funds would always show up in my Mt. Gox account before I left the building (under a minute after paying the cashier), but it's been an hour and funds are still missing from my Mt. Gox account.  Also, BitInstant's phone number goes to a Google Voice account with no humans to be found.  This is not good - hopefully they refund me the absurd 3.99% fee of ~$22 after they deposit my funds ASAP...

[Yankee (BitInstant)]

All orders will be completed within 10 minutes except for BTC-E orders which will complete when BTC-E support wakes up (About 8am Russian time)

Will update this thread in a few minutes

Also, BitInstant's phone number goes to a Google Voice account with no humans to be found.

Yes, because as you can tell, many people are trying to call us 

Charlie

[Yankee (BitInstant)]

All Orders have been completed (Except for some BTC-E)

If you have an order that was delayed, please email support@bitinstant.com and we will refund the fees for it.

We apologize for the delay, as you can imagine when our system went down many customers were calling for their funds.

Now, we are all in the office late responding to all emails and calls.

Thanks for your patience and understanding

-Charlie

[zhalox]

Thanks Charlie, glad to see the funds are in my account now!  Sorry for the rant, please forgive my selfishness - you guys must be busy, lots of people buying the bitcoin breakout to new highs 

However, I must say that the 3.99% fee is annoying though, I thought that fees were supposed to be between 1% and 3% 

[Yankee (BitInstant)]

Thanks Charlie, glad to see the funds are in my account now!  Sorry for the rant, please forgive my selfishness - you guys must be busy, lots of people buying the bitcoin breakout to new highs 

However, I must say that the 3.99% fee is annoying though, I thought that fees were supposed to be between 1% and 3% 

The fee's suck!

Just so you know, on a 3.99% transaction, our profit (before rent, salaries, ect..) is about 1%

The banks charge us an arm and a leg!

[Yankee (BitInstant)]

Update:

ALL BTC-E Orders have been processed

Everything is back to normal, all orders completed within seconds.

Thanks

-Charlie

[zhalox]

Awesome!  My funds were deposited, and Charlie even sent me a $22 Mt. Gox redeemable code as a fee refund from BitInstant and an apology for the delay!  I am now a happy BitInstant customer again!

[cypherdoc]

author=Yankee (BitInstant) link=topic=92455.msg1020218#msg1020218
The banks charge us an arm and a leg!

how ironic.  you need to shed those guys quick.

[Yankee (BitInstant)]

author=Yankee (BitInstant) link=topic=92455.msg1020218#msg1020218
The banks charge us an arm and a leg!

how ironic.  you need to shed those guys quick.

That's the name of the game   

[rjk]

author=Yankee (BitInstant) link=topic=92455.msg1020218#msg1020218
The banks charge us an arm and a leg!

how ironic.  you need to shed those guys quick.

That's the name of the game   

lol, and start carrying around suitcase loads of gold and dollar bills between arbitrage opportunities?

[cryptoanarchist]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

[Yankee (BitInstant)]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

Thats not fair, our system works 99.9% of the time and we use 7 different API's of all the exchanges. When one fails, we have to fix it for the exchange and of course, you blame us.

[cryptoanarchist]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

Thats not fair, our system works 99.9% of the time and we use 7 different API's of all the exchanges. When one fails, we have to fix it for the exchange and of course, you blame us.

Sorry. I have no idea how it works on your end. I just see that my money is stuck with you guys, and no one is on chat or on the phone. I don't even want to move the funds now, since the opportunity is gone.

[Yankee (BitInstant)]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

Thats not fair, our system works 99.9% of the time and we use 7 different API's of all the exchanges. When one fails, we have to fix it for the exchange and of course, you blame us.

Sorry. I have no idea how it works on your end. I just see that my money is stuck with you guys, and no one is on chat or on the phone. I don't even want to move the funds now, since the opportunity is gone.

No one is on chat or phone because it's 6am. Did you send us an email? Our support staff responds within 60 minutes always.

[cryptoanarchist]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

Thats not fair, our system works 99.9% of the time and we use 7 different API's of all the exchanges. When one fails, we have to fix it for the exchange and of course, you blame us.

Sorry. I have no idea how it works on your end. I just see that my money is stuck with you guys, and no one is on chat or on the phone. I don't even want to move the funds now, since the opportunity is gone.

No one is on chat or phone because it's 6am. Did you send us an email? Our support staff responds within 60 minutes always.

Ah..I thought you guys were EST, not PST.

[Yankee (BitInstant)]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

Thats not fair, our system works 99.9% of the time and we use 7 different API's of all the exchanges. When one fails, we have to fix it for the exchange and of course, you blame us.

Sorry. I have no idea how it works on your end. I just see that my money is stuck with you guys, and no one is on chat or on the phone. I don't even want to move the funds now, since the opportunity is gone.

No one is on chat or phone because it's 6am. Did you send us an email? Our support staff responds within 60 minutes always.

Ah..I thought you guys were EST, not PST.

We are, I'm in California right now and our office is closed on weekend so I'm manning support until Sunday.

Send us an email with your Order ID, will resolve it.

[cryptoanarchist]

sent...

[cryptoanarchist]

still waiting as the price goes up.

[cryptoanarchist]

Charlie...am I ever going to get my money?

[Yankee (BitInstant)]

Charlie...am I ever going to get my money?

Are you sending to the right email? All emails are orders have been processed at this point.

Send me a PM with your Order ID or an email to me directly.

There is no need to tripple post btw, I see your messages.

[cryptoanarchist]

Charlie...am I ever going to get my money?

Are you sending to the right email? All emails are orders have been processed at this point.

Send me a PM with your Order ID or an email to me directly.

There is no need to tripple post btw, I see your messages.

I got a reply of "no problem" from you, but no money was ever sent. You have the order ID, and on the status page it still just says "Order Execution Failed". Nothing seems to have been done.

Is this going to happen when I send large amounts of $$?

If I had $1000 tied up while the price jumped 30 cents on BTCe would you send the extra funds to reimburse my loss?

[Yankee (BitInstant)]

Charlie...am I ever going to get my money?

Are you sending to the right email? All emails are orders have been processed at this point.

Send me a PM with your Order ID or an email to me directly.

There is no need to tripple post btw, I see your messages.

I got a reply of "no problem" from you, but no money was ever sent. You have the order ID, and on the status page it still just says "Order Execution Failed". Nothing seems to have been done.

Is this going to happen when I send large amounts of $$?

If I had $1000 tied up while the price jumped 30 cents on BTCe would you send the extra funds to reimburse my loss?

BTC-E API is down right now, and our reserve is low.

I emailed you a refund: Your order is in the que, however since you wanted a refund I cancelled it.

Thanks

[cryptoanarchist]

Charlie...am I ever going to get my money?

Are you sending to the right email? All emails are orders have been processed at this point.

Send me a PM with your Order ID or an email to me directly.

There is no need to tripple post btw, I see your messages.

I got a reply of "no problem" from you, but no money was ever sent. You have the order ID, and on the status page it still just says "Order Execution Failed". Nothing seems to have been done.

Is this going to happen when I send large amounts of $$?

If I had $1000 tied up while the price jumped 30 cents on BTCe would you send the extra funds to reimburse my loss?

BTC-E API is down right now, and our reserve is low.

I emailed you a refund: Your order is in the que, however since you wanted a refund I cancelled it.

Thanks

The only email I got from you said "No problem", and nothing else. Am I missing something??

[Yankee (BitInstant)]

Charlie...am I ever going to get my money?

Are you sending to the right email? All emails are orders have been processed at this point.

Send me a PM with your Order ID or an email to me directly.

There is no need to tripple post btw, I see your messages.

I got a reply of "no problem" from you, but no money was ever sent. You have the order ID, and on the status page it still just says "Order Execution Failed". Nothing seems to have been done.

Is this going to happen when I send large amounts of $$?

If I had $1000 tied up while the price jumped 30 cents on BTCe would you send the extra funds to reimburse my loss?

BTC-E API is down right now, and our reserve is low.

I emailed you a refund: Your order is in the que, however since you wanted a refund I cancelled it.

Thanks

The only email I got from you said "No problem", and nothing else. Am I missing something??

I sent you an email to the @excite.com email address with a MtGox refund about 20 minutes ago.

Please check it, thanks

-Charlie

[cryptoanarchist]

Charlie...am I ever going to get my money?

Are you sending to the right email? All emails are orders have been processed at this point.

Send me a PM with your Order ID or an email to me directly.

There is no need to tripple post btw, I see your messages.

I got a reply of "no problem" from you, but no money was ever sent. You have the order ID, and on the status page it still just says "Order Execution Failed". Nothing seems to have been done.

Is this going to happen when I send large amounts of $$?

If I had $1000 tied up while the price jumped 30 cents on BTCe would you send the extra funds to reimburse my loss?

BTC-E API is down right now, and our reserve is low.

I emailed you a refund: Your order is in the que, however since you wanted a refund I cancelled it.

Thanks

The only email I got from you said "No problem", and nothing else. Am I missing something??

I sent you an email to the @excite.com email address with a MtGox refund about 20 minutes ago.

Please check it, thanks

-Charlie

I finally got it, and the email shows it received at 11:58 EST. I think you guys need other ways to make sure this doesn't happen. This is now the SECOND time I have had an arbitrage opportunity ruined by you guys and this time it has cost me as well.

[Yankee (BitInstant)]

Charlie...am I ever going to get my money?

Are you sending to the right email? All emails are orders have been processed at this point.

Send me a PM with your Order ID or an email to me directly.

There is no need to tripple post btw, I see your messages.

I got a reply of "no problem" from you, but no money was ever sent. You have the order ID, and on the status page it still just says "Order Execution Failed". Nothing seems to have been done.

Is this going to happen when I send large amounts of $$?

If I had $1000 tied up while the price jumped 30 cents on BTCe would you send the extra funds to reimburse my loss?

BTC-E API is down right now, and our reserve is low.

I emailed you a refund: Your order is in the que, however since you wanted a refund I cancelled it.

Thanks

The only email I got from you said "No problem", and nothing else. Am I missing something??

I sent you an email to the @excite.com email address with a MtGox refund about 20 minutes ago.

Please check it, thanks

-Charlie

I finally got it, and the email shows it received at 11:58 EST. I think you guys need other ways to make sure this doesn't happen. This is now the SECOND time I have had an arbitrage opportunity ruined by you guys and this time it has cost me as well.

It's very difficult to predict upsurges in arbitrage traffic. When we have 50k in an exchange and all of a sudden we get 70k in orders on a Saturday when the owners are in Russia and are sleep while banks are closed, what do you want us to do?

We put the orders in a que, and process them as soon as you can.

Being a customer of ours, I had thought you would wait for our support to respond before making a thread. Threads like this really hurt us in the long run and I am personally insulted you would do this, after I personally met you.

I ask you change the title of the thread to reflect it.

Thanks

Charlie

[cryptoanarchist]

It's very difficult to predict upsurges in arbitrage traffic. When we have 50k in an exchange and all of a sudden we get 70k in orders on a Saturday when the owners are in Russia and are sleep while banks are closed, what do you want us to do?

We put the orders in a que, and process them as soon as you can.

Being a customer of ours, I had thought you would wait for our support to respond before making a thread. Threads like this really hurt us in the long run and I am personally insulted you would do this, after I personally met you.

I ask you change the title of the thread to reflect it.

Thanks

Charlie

I don't think I've ever met you. As far as waiting for support - no one is ever on the chat OR phone but you DO seem to respond to posts on here. So if you don't want threads about this - stay as aware of your support chat as you are of this forum.

You know what hurts in the long run? Having your money tied up while the price of BTC is going up.

I don't know how your system works so I can't give you any solid advice, but it would help if there was at least some way of getting an automatic IMMEDIATE refund if the order doesn't go through.

[cryptoanarchist]

You know what hurts in the long run? Having your money tied up while the price of BTC is going up.
.
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lost arbitrage profit blah blah
.
.
.

Oh come on, man.  We are all in the same boat here.

I think it's unreasonable to keep implying that the other party is responsible for the profit you *could* have made with the money that was being transferred. Charlie's amazingly polite but if I was the service and I saw that line of argument, I would just say: "Please feel free to take your business elsewhere if you are not satisfied with the reliability of my service."

On a related note, I want my bitcoinica money back just as bad as anyone else, but I'm sick of gripe threads from people implying that bitcoinica owes them an *additional* $XX,000 because the price has moved.

I just think they should work as advertised. Do what they say they do. If they are supposed to move money and they don't, what's wrong with sharing that experience here?

As it stands, I just tried again and it did the same thing. They apparently have some glitch in their system.

[unclemantis]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

I see the problem with BTC-E and not BitInstant.

Trade on TRUSTED exchanges. I got fucked on BTC-E a number of times!

[Gareth Nelson]

You know what hurts in the long run? Having your money tied up while the price of BTC is going up.
.
.
lost arbitrage profit blah blah
.
.
.

Oh come on, man.  We are all in the same boat here.

I think it's unreasonable to keep implying that the other party is responsible for the profit you *could* have made with the money that was being transferred. Charlie's amazingly polite but if I was the service and I saw that line of argument, I would just say: "Please feel free to take your business elsewhere if you are not satisfied with the reliability of my service."

On a related note, I want my bitcoinica money back just as bad as anyone else, but I'm sick of gripe threads from people implying that bitcoinica owes them an *additional* $XX,000 because the price has moved.

I just think they should work as advertised. Do what they say they do. If they are supposed to move money and they don't, what's wrong with sharing that experience here?

As it stands, I just tried again and it did the same thing. They apparently have some glitch in their system.

Is this always happening with btc-e in particular or are you having problems with other destinations too?

Do you have skype? If so, PM me your username here, then i'll add you and you can grab me personally on skype if you have future issues.

[btc-e.com]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

I see the problem with BTC-E and not BitInstant.

Trade on TRUSTED exchanges. I got fucked on BTC-E a number of times!

Do not write that you have a problem with our exchange! You have never traded at btc-e!

[Yankee (BitInstant)]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

I see the problem with BTC-E and not BitInstant.

Trade on TRUSTED exchanges. I got fucked on BTC-E a number of times!

Crypto, this has nothing to do with BTC-E

Please do not blame them. The fault to our issues are with the legacy banking system and its slowness.

BTC-E should be working by tomorrow morning

Thanks for your understanding

-Charlie

[myrkul]

I just wanted to say that, due to the level of support in this thread by the BitInstant crew, I will be making any further purchases of BTC through them. I understand that everyone fucks up sometimes. It's not the fuck up that matters, though. It's how you handle it. And you guys have handled this like Pros.

[cryptoanarchist]

I just wanted to say that, due to the level of support in this thread by the BitInstant crew, I will be making any further purchases of BTC through them. I understand that everyone fucks up sometimes. It's not the fuck up that matters, though. It's how you handle it. And you guys have handled this like Pros.

I agree. There seems to be some kind of bug in their system but they're doing a good job of communicating with me and making things right.

[Maged]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

The thing is, the reason this keeps happening every time you use BitInstant for arbitrage is because the arbitrage opportunities wouldn't have existed if BitInstant were fully operational. Thus, when you see such unlikely opportunities, only send as much as you can go without for a few hours, and never execute a trade on the side that already has funds until the other side has those funds.

[cryptoanarchist]

Same problem - AGAIN.

I'd like to use these guys more but every time I give them a shot they just screw up my arbitrage.

The thing is, the reason this keeps happening every time you use BitInstant for arbitrage is because the arbitrage opportunities wouldn't have existed if BitInstant were fully operational. Thus, when you see such unlikely opportunities, only send as much as you can go without for a few hours, and never execute a trade on the side that already has funds until the other side has those funds.

+1...I've only been moving sample amounts. I don't throw a whole bunch of money at anything right away, and I advise others to do the same. Bitinstant is still new so I understand they're going to have growing pains.

[Yankee (BitInstant)]

Everything is back up and running.

OP- If you have a chance, please edit thread title.

[cryptoanarchist]

Everything is back up and running.

OP- If you have a chance, please edit thread title.

Sure..as soon as I get my funds.

[Gareth Nelson]

Everything is back up and running.

OP- If you have a chance, please edit thread title.

Sure..as soon as I get my funds.

I just PMed you asking for the QuoteID or other details so we can get this fixed for you, please reply and it'll be dealt with.

[Gareth Nelson]

Order executed and issue resolved

OP - can you edit your thread title and stick a [RESOLVED] tag in there?