The last few months have seen some growing pains here at BitInstant that you may have, unfortunately, had to deal with. Let’s get this blog rolling by flat out apologizing for that. We’re sorry for delays in transactions and communication. We understand how much it sucks to be sweating your money without great communication. So, keep reading and you’ll learn what’s been going on and how we’re changing to make these problems a thing of the past.
Why the Problems?
With all the popular media attention bitcoin has been getting lately, people have been getting wise to the idea that this is the future. As a result, BitInstant been slammed with new and return users alike. And it’s not just us; our partner exchanges have been feeling the burn too. So why exactly does that cause problems?
How BitInstant Works
To understand this it’s important that you realize exactly how BitInstant works. It takes time to move funds around, even digitally. We created BitInstant to help you get money faster by creating accounts at the different exchanges and putting our own funds into them.
When you make a new BitInstant transaction we aren’t able to magically move YOUR funds faster – we take some of OUR funds out of OUR account and move them into your account on whatever exchange you’ve chosen. When things are running smoothly our funds show up in your account and you go on your happy way. Then we patiently wait for your funds to catch up to our account and repopulate our reserves – a process that can take days.
What are you doing with my money when I don’t see it?
We’ve heard a lot of complaints suggesting that when you don’t get your money immediately it’s because we’re hanging on to it so that we can make more money. So let’s set the record straight, this is definitely not what’s happening. We don’t hold bitcoins and don’t make more money when your orders are delayed; it actually hurts us because orders are processing more slowly. When you send us your funds we immediately initiate your requested transaction and queue the funds to enter your requested exchange. We aren’t trying to game the system and we’re not making more money when your transaction is delayed.
What’s the Problem?
High volume with lots of requests for fund transactions increases the demand on our accounts. Because it can take days for us to receive the funds that previous customers sent, our reserves on the different exchanges can get low. When many people make near simultaneous demands on our system it’s been hard to keep up with the demand.
How are we fixing this?
We are working to be aware of issues sooner so that we can temporarily disable transaction methods when backlogs exist. This will ensure that customers who have placed transactions will have their orders fulfilled before new orders are entered into the system. We have backup liquidity providers that we are working on getting online to help prevent these situations. So when you see an exchange temporarily disabled from our list of transaction methods – this is what’s going on. We’ll also alert you via @bitinstanthelp on Twitter when we make these temporary changes to the transaction methods.
We take these problems very seriously and work every day to improve our customer experience. In the last six weeks we’ve hired four new full-time support staffers to help process tickets and we’ve been training them on our systems. There’s a lot to know to help process your orders but we’re starting to turn the team loose to help out which should make a notable difference on our support ticket turn-around time.
We’ve added a support form to our website to help collect the information that we need to solve your problem quickly (https://www.bitinstant.com/contact). This will reduce the number of interactions that are required to solve problems. You can also access this form from our Facebook page by clicking the “WuFoo” icon at the top of the page.
We’ve also launched a Twitter account to help alert you to potential delays in our system. Please follow @bitinstanthelp – we will be updating this account regularly when our support team is working.
**We will still be working through the tickets that are still outstanding in our system but you are welcome to submit a new request through the form to make sure we have all the necessary information to solve your problem.
We’re sorry that we haven’t been able to keep ahead of the Bitcoin demand, but we’re actively trying to solve these problems. The items listed above are only the beginning of the support improvements we have planned for the coming weeks. We hope that you will bear with us through some of our growing pains and understand that we value our customers and want nothing more than for your transactions to be quick and painless. We will always do our best to try and turn problems into happy customers. If you think we’ve made a mistake let us know and we’ll work with you to refund fees and resolve the situation.
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