It's back! Receive your order directly to your Bitcoin address.

Dear Bitcoin Community,

Thank you for bearing with us over the past couple weeks, they’ve been rough.

On one side, we were dealing with the technical and PR ramifications of the hack that occurred, and on the other side we were upgrading core components in the system which enables us to send Bitcoin orders directly to Bitcoin addresses and email addresses (Coinapult).

For those interested, much of this work involved switching Coinapult to Electrum and updating API calls. We also had to fix bugs originating with MtGox’s API which became exponentially more problematic as volume exploded from recent buying interest. Our system was dropping orders due to “odd data” coming from the API calls throughout.

In any case, during this process, many customer orders were not processed promptly by us, and this is entirely our fault. Growing pains are inevitable, but it’s still not acceptable for our customers to be affected by them.

We apologize sincerely for such delays over the past couple weeks, and for any orders or emails that went unanswered during that time.

To remedy this, for any orders which failed or did not process due to bugs on our end, we will honor the BTC exchange rate at the time of your purchase (bad for us, good for you, since the price has increased significantly).

We are also waiving/returning any fees associated with those orders.

And fortunately, as you may have noticed, our Bitcoin payout option is back! Yes, we’re excited also. You can now once again place cash deposit orders and receive the Bitcoins directly without having to deal with any exchange. This has been running smoothly since last night.

All new orders as of now should work as expected, and the much-loved Bitcoin-to-Email feature will also be back very shortly. Not only have things recovered, but the system is now stronger and more robust than ever.

Thank you sincerely to all of our customers. Let’s push on forward.

-Charlie Shrem

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    Response: Bitcoin Robot
    It's back! Receive your order directly to your Bitcoin address. - Blog - Genesis Block - The BitInstant Blog

Reader Comments (39)

Nope. Still not working. Just ordered some btc and it got lost. I'm broke enough as it is, literally cannot afford things going wrong

March 18, 2013 | Unregistered Commenterinvestor

Its refreshing to see you guys being upfront and out there explaining the situation to everybody. Keep up the good work and I'm sure people can and will forgive any previous hiccups.

March 18, 2013 | Unregistered Commenterkool kat

The funds that I ZipZap-ped to MtGox are still not credited to my account. Bitinstant knows what the problem is, (they sent me one email in response to my email to support) but it's been almost 24 hours and it's still not fixed. Meanwhile, Bitcoin prices are rising and I can't buy.
So what I need to know from you other customers is: Will Bitinstant make this right, eventually, or have I put my faith in a company that doesn't have its act together?

March 19, 2013 | Unregistered CommenterMichael

My order hasn't gone through yet either to MtGox. Usually their quick about it, something must be going on because the customer support is a little slow too now. I like using bitinstant because its so convenient so I hope everything gets worked out.

March 19, 2013 | Unregistered Commenterrob

I got an email from Seth, and soon after my account was credited with the correct amount. I think they had to enter these in by hand, so it took awhile.

I still don't know whether I'll get any compensation for the lost opportunity to buy in before the 20% rise in price over the last 24 hours, but I'm sure they have their hands full just catching up right now. I'll report back in a few days if they make it right, but at least they got the funds into my account.

I will keep the faith.

March 19, 2013 | Unregistered CommenterMichael

Tried using the cash to bitcoin address option last night. Your app was making a GET request instead of a POST, and obviously, I couldn't complete the transaction. Meanwhile, bitcoin prices are still rising.

You guys have a really big opportunity to be the most convenient bitcoin service out there. No one else is competing yet, but it will happen, and these kinds of issues are going to kill you when it does if they're not resolved.

March 20, 2013 | Unregistered CommenterJS

It's back! Receive your order directly to your Bitcoin address.

Um, no. That option has disappeared once again with no mention of why or how long. I'm not sure if I should be upset or happy. Half the time my payments don't go through until I harass someone at tech support anyway.

These guys are just begging for a competitor to come along and put them out of business.

March 20, 2013 | Unregistered Commenterme

Nope it was up yesterday to make an order, but by the time I made a zip zap payment today the bitcoin address option is gone, and my funds are now somewhere in the ethereal. Rachel assured me it would be fixed in 24 hours. I don't think I'm going to hold my breath since I have been given this time frame before from customer support to only have the BC address option back weeks past that 24 hrs.

March 20, 2013 | Unregistered CommenterMJ

This is really unacceptable. Used the cash to bitcoin address, zipzap processed and 8hrs later it hasn't made it through the bitinstance cluster block. not even getting a reply from support. You guys are really asking for someone to take away your market.

March 20, 2013 | Unregistered Commenterbill

I also used cash to bitcoin address and nothing. I got at least a generic response from Rachel but that isn't good enough. I want action and I want it NOW! Get your shit together, BitInstant!

March 20, 2013 | Unregistered CommenterBrandan Holder

well, it worked smoothly and quickly for me to post funds to gox.
i was very nervous about it, but it was smooth and fast, and for being my first transaction....
my fears were, well, unfounded.
hang in keep up the good work.

March 20, 2013 | Unregistered Commenternewguy

It's been 20 hours since I made a cash deposit and still nothing in my wallet......Is this money lost??? No answers from customer service, I'd like them to at least state that there is a delay....

March 21, 2013 | Unregistered CommenterJames W

I still do not see an option to do a cash to bitcoin address.

Can we please get an update?

March 21, 2013 | Unregistered Commenterc10

It has been 4 days and no coins have been received to my coin address. I have emailed 3 times and called and left a message. No response. We deserve answers as to why our money is not showing up after all this time. Not addressing the issue is extremely rude and implies that the customers do not matter. I am in need of my funds, all of your customers do. Please let us know what is going on so we can at least have an answer or hope to get our money back!!

March 21, 2013 | Unregistered CommenterNeed Answers

I made an order on the 5th of this month and still have not received my money. I have sent multiple emails and have gotten false hope a few times when someone claims that they will take care of it. Even after everything was back up for a few days I still got nothing. It is now the 21st and im still waiting...

March 21, 2013 | Unregistered Commenterbob

My recent transaction on your site states that a "Serious error occurred", and I have still not received my funds. Do you know what could cause this?

March 21, 2013 | Unregistered Commenterasdf

Where is my money? where is customer service? Why has my emails not be answered? Why does nobody answer the tele?

March 21, 2013 | Unregistered Commentermike

Damnit.... JUST DAMNIT!! 4 days here with no answers! This site was recommended. What a shitty recommendation.

March 21, 2013 | Unregistered Commenterannon

You're drunk bitinstant, go home.

March 22, 2013 | Unregistered Commentermeh

Just tried to do a cash deposit at a CVS and they got 'unknown error'. Called moneygram and they said it was no problem on their end. Dunno if this service is still screwed up or if CVS are just dumb. Please get this service fixed or I'm going somewhere else!

March 22, 2013 | Unregistered Commentermikey

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