Topic: Official Newbie BitInstant Support Thread (Active Customer Support) - page 61. (Read 496011 times)

Obviously, I'm new, and trying to figure out the best way to *modestly* jump in the bitcoin game. What are all of these problems attributed to? Bitinstant delays, or user error?

I have not seen my request fulfilled yet. Please advise:

Quote for Cash transaction
Quote ID    b22e9eea-9b61-4247-ab69-e12653d15c4c
Event ID    fb646c8c-ddea-47c0-9532-757f1dd2bb47
Quote valid until    Mon Jun 3 22:53:06 2013
Fees (Not inclusive of ZipZap)    3.99%%
Amount you need to pay    $350.0 USD
Amount you will receive    $336.035 USD
Expected delivery time(HH:MM:SS)    0:30:00
Guaranteed delivery time (HH:MM:SS)    1 day, 0:00:00
Destination exchange    Bitcoin Address

I have also submitted this info via the contact page. Thanks in advanced.

Hi BitInstant Support,

I just did a  transaction and I got the "Automatic Retry Triggered" on my status page 5 times, and now i got a new message "Cancel outgoing payment"

Order Info:

Quote ID   584a1b69-f6d0-493d-8fb7-b633fda9c7d9
Event ID   0021f729-0b2e-4083-9afc-c4e65f3142b9
Fees (inclusive)   2.09%%
Amount you paid   $20.00 USD
Amount you will receive   $19.582 USD
Destination exchange   Bitcoin Address
Destination account   1B2jt8cdHS45LhiKAPhPFyvz8moaqiSJJs

also, i submitted a support ticket @ bitinstant.com/contact Case #7389

Can you take a look and push thru?

Thanks,

Great!  It looks like they resolved your issue. 

Yes I have

Have you logged your issue at bitinstant.com/contact   ?

Hi BitInstant Support,

I just did a zipzap transaction and I'm getting the "Automatic Retry Triggered" error on my status page.

Quote ID is:

43006bf9-a3fb-4cd3-9c31-028bdd3cd448


Can you take a look and push thru?

Thanks,

We cannot always take responsibility for user error.  Take for instance a customer inputing a wrong btc address that is still valid.  Bitcoin transactions are designed to be irreversible.  We send your funds where you ask us to send them.  On some level the user needs to be responsible for understanding what they are doing and filling out the correct info on their order.

This is a similar situation with Mt.Gox.  We provide customers with examples of the correct format and warn them to triple check their orders.  We send your funds where you tell us to send them.  If you send to the wrong Gox acct. then Gox will tell you that they cannot move the funds without proper documentation due to Japanese regulations.  I realize that Mt.Gox is telling some customers to contact us for resolution.  However, if the funds are sitting at Gox and we cannot move them then how can we realistically help?  At the end of the day we no longer have your funds.  They are at Gox.  We would love to help but it is simply out of our control.  Mt.Gox used to help us re-route funds on orders where the customer put in the incorrect info.  Now they do not.

If you had gotten caught up in the MX account number change then that should of not effected you order.  At that time Gox was still willing to help us with these orders and correcting where funds were sent.  Also, sending to an invalid Gox account may not send your funds anywhere and we can usually correct these problems.  But when a user sends their funds to a valid account that does not belong to them then it's a problem.  Why?  Japanese regulations does not allow Gox to move these funds so easily.

We sympathize with customers in this situation so going forward we will be offering customers effected by this issue discounts on fees with future orders thru BitInstant at new.bitinstant.com.  We are also working to upgrade our systems so they will not allow a customer to make errors on their order.

For other (potential) MtGox -> BitInstant users:

If you plan on using BitInstant to transfer funds to MtGox, be extraordinarily careful that you triple-check the account number you enter--including the number of numerical digits, capitalization, spaces or other non-printing characters and character set (ASCII vs. Unicode).  MtGox has changed the format of account numbers without warning before, and neither BitInstant nor MtGox has taken responsibility for "errors" that resulted from this with any consistency.

In early April, MtGox changed the account number format from a 6 digit number to M+(2 new digits)+(6-digits)+X.  BitInstant modified the text on their interface page to indicate that the account number format was "M..X".  However, they did not indicate the number of digits and they did not change the underlying code to reject entries in the older 6-digit account number.  (To the best of my knowledge, they still have not made this change as of June 1.)  Some users, including me (CryptoVortex) and srsizzy, entered M+(6-digits)+X.  If you are another user who experienced this problem, please contact me.


The important point is that the net effect of this was that some users (including srsizzy) did eventually received the funds, while others (including me) never will.  After literally dozens of emails to support at both companies, the net result is that each is pointing the finger at the other.  There appears to be a large black hole between MtGox and BitInstant.  I'm not just talking about a black hole in cyberspace, but also in the business and legal worlds.  In my opinion, neither company provides adequate warning; certainly they do not collectively provide all possible protections against, and accountability for, disappearance of funds into that hole. If your funds should find their way into that hole, they will have plenty of company.

I like the service and have used a number of times

Interesting.

I would think that yes it would work.  We are not seeing any failures based on an account not being verified.

My personal verification with Gox was promoted by a btc withdrawl attempt but this was before the recent verification announcement.

I will see if we can get extended details from Mt.Gox to make sure this does not cause any future problems.  Thanks for your help in posting what details you have. 

Message is header display on all page when log in as unverified user. It says this:

"Attention Users: From May 30th 2013 all withdrawals and deposits in fiat currency will require account verification. However withdrawals and deposits in Bitcoin (BTC) do not require verification."

Deposits still work in USD?

Refunds can take a while to process.  You are in the refund queue.  The best way to avoid this in the future is to follow our limits listed on the front page of bitinstant.com

"limits 500 for all transfers, 1000 for cash bank deposits, 2000 per per day, minimal order 20"

Thanks for your patience as we work to refund your order.

I have not seen this announcement that you speak of.  Do you have a link?  As far as I know, you can deposit USD into an unverified Gox account with no problem thru BitInstant.

We are working to bring that functionality back ASAP.  Thanks for your inquiry.

Still waiting... Could you give me a timeframe in which the refund could occur?

Do you have to wait on Gox or something to issue the refund, because then i could understand a delay of a couple weeks? But if all you have to do is process the refund on your side (bitinstant), I think your intentions of keeping me waiting are malicious.

I saw some announce on MTGOX you can't deposit USD to unverified accounts. I didn't get around to verify mine.

Before when I deposit at BitInstant, it show up in USD on mtgox. How it work now? I get BTC instead of USD?

Bitinstant still work to unverified MTGOX?

I wonder if it is possible to transfer dollars via BitInstant for BTC-e?

Thank you.

Google translator

Hey thanks for the nice comments!  Have you logged your issue at bitinstant.com/contact   ?  This is the best place to get help and receive a solution on ANY BitInstant issue.

Let me save you some time though...

It appears your order was completed...

https://blockchain.info/address/19BedbtjQgMz3xZWQEuAQgBEKnknRKXpks

Hey Ursay. Heard nothing but good things about you and the help you give. Props.
I deposited money about an hour and a half ago and not in my bitcoin wallet yet. Not sure how long its supposed to take as its my first time. Says my order is completed. Maybe take a little more time. Anyway my ID # for it is bf38ec3b-6653-446e-b833-63fa88c4da1e
Any advice?