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Bitcoin Builder (Mt. Gox) Account Setup and Receiving Address Issues on BitGo

Bitcoin Builder (Mt. Gox) Account Setup and Receiving Address Issues on BitGo

Problem

Mt. Gox creditors who hold "GOX" BTC claims through Bitcoin Builder Recovery, LLC (BBR) must create or configure a BitGo account to receive their distribution. Common issues include: the customer already has a BitGo account and needs a separate Bitcoin Builder enterprise added under their existing login; the customer signed up directly on bitgo.com instead of using the dedicated Bitcoin Builder onboarding link; the Bitcoin Builder portal displays "BitGo has not sent us a receiving address for your BBID" even after the customer has created a wallet; sign-up errors or missing confirmation emails during registration; and KYC not being completed on the correct Bitcoin Builder enterprise. These requests are typically sent to bitcoinbuilder@bitgo.com or support@bitgo.com.

Diagnostics

  • Check whether the customer already has a BitGo account: Look up the customer's email address in the admin tool. Determine whether they have an existing user account and what enterprises are associated with it.
  • Check whether a Bitcoin Builder enterprise already exists: Look for an enterprise with Source: bitcoinBuilder tied to the customer's user account. The enterprise name typically follows the pattern "[Name] - Bitcoin Builder" or "[EMAIL] - Bitcoin Builder". Confirm the Entity is BitGo Inc and the Source is bitcoinBuilder.
  • Check KYC status on the Bitcoin Builder enterprise: Confirm whether the Organization KYC Status is approved, pending, or required. If KYC is not approved, the customer cannot receive distributions.
  • Check whether a BTC wallet exists on the Bitcoin Builder enterprise: Verify that at least one BTC wallet has been created under the Bitcoin Builder enterprise (not under a personal or standard enterprise). Confirm a receive address has been generated.
  • Check whether the customer used the correct sign-up flow: If the customer signed up at https://app.bitgo.com instead of https://go.bitgo.info/bitcoin-builder-welcomes-you-to-bitgo, they likely created a standard enterprise rather than a Bitcoin Builder enterprise.
  • Check the "No BitGo Deposit Address Found" error context: Around late June 2024, Bitcoin Builder sent emails to users in error due to a data/integration issue between BitGo and Bitcoin Builder. Confirm whether the error has since been resolved or is a new occurrence.
  • Check for 2FA issues: If the customer cannot log in due to a lost 2FA device, standard 2FA reset verification applies (date of email verification, 3 TXIDs, wallet balance).
  • Check for sign-up errors: If the customer reports an error during registration (e.g., "Error, an unexpected error occurred"), check whether there is a known intermittent sign-up flow bug (referenced in internal Slack channel Cr-1163). Recommend a hard refresh and latest Chrome.

Resolution

Scenario: builder-bitcoin-bitcoinbuilder-additional#existing-account-needs-bb-enterprise

Trigger: Customer already has a BitGo account but no Bitcoin Builder enterprise, and needs one created for their Mt. Gox / Bitcoin Builder claim.

Signals: additional account, existing login, Bitcoin Builder under my existing login, need an additional account, already have a BitGo account

Steps:

  1. Collect the following information from the customer:
    • Email address (must match the email on file with Bitcoin Builder)
    • Full name (First and Last)
    • Date of Birth
    • Country of Residence
    • State of Residence
    • Bitcoin Builder End User number / BB ID (format: BB######)
  2. Submit a request to the Product Operations (prod-ops) team via the internal #prod-ops Slack channel to create a new Bitcoin Builder enterprise under the customer's existing user account.
  3. Once prod-ops confirms creation, inform the customer of the new enterprise name and ID. The naming convention is typically "[EMAIL] - Bitcoin Builder" or "[Name] - Bitcoin Builder".
  4. Instruct the customer: "You will receive an email invitation to a new Enterprise. Please log in and switch to the new Enterprise using the button in the top left. You will then be prompted to complete the relevant verification."
  5. Remind the customer they must complete KYC independently on the Bitcoin Builder enterprise, even if they previously completed KYC on another enterprise.
  6. After KYC is approved, instruct the customer to create a BTC wallet within the Bitcoin Builder enterprise and provide the receiving address to Bitcoin Builder.

Notes: The customer must complete KYC on the Bitcoin Builder enterprise separately from any other enterprise KYC. The KYC for the Bitcoin Builder case is specific to that enterprise. If the customer asks whether individual or company representation applies, confirm their status before advising on KYC steps.

"I have created another additional enterprise account '[EMAIL] - Bitcoin Builder' under your current user account. You will receive an email invitation to a new Enterprise. Please log in and switch to the new Enterprise using the button in the top left. You will then be prompted to complete the relevant verification." (ticket #189430)

"I regret to inform you that you will have to complete the KYC process independently, as this KYC is for the Bitcoin Builder case." (ticket #189430)

"Please provide the following: Name, DOB, Country of Residence, End User number" (ticket #215339)

Scenario: builder-bitcoin-bitcoinbuilder-additional#wrong-signup-flow

Trigger: Customer signed up directly on bitgo.com instead of using the dedicated Bitcoin Builder onboarding link, resulting in a standard enterprise rather than a Bitcoin Builder enterprise.

Signals: wrong process, created account directly on bitgo.com, didn't use Bitcoin Builder link, can't enter BB unique User ID, standard enterprise

Steps:

  1. Confirm the customer used https://app.bitgo.com or https://www.bitgo.com to sign up instead of the Bitcoin Builder onboarding link.
  2. Direct the customer to use the correct onboarding link: https://go.bitgo.info/bitcoin-builder-welcomes-you-to-bitgo. The onboarding process will prompt for their BB unique User ID.
  3. If the customer already created an account with the same email and cannot re-register, request prod-ops to create a Bitcoin Builder enterprise under their existing account (follow the steps in the "existing account needs BB enterprise" scenario above).
  4. Once the Bitcoin Builder enterprise is created, instruct the customer to switch to it and complete KYC.

Notes: The note on the Bitcoin Builder site that says "Unfortunately at this time we are unable to accept new sign ups for Mt.Gox disbursements" does NOT apply to Bitcoin Builder users. Customers should ignore it and continue.

"You should be using this link to onboard to BitGo for Mt Gox Bitcoin Builder purpose - https://go.bitgo.info/bitcoin-builder-welcomes-you-to-bitgo The onboarding process should then ask you for your BB unique User id." (ticket #194659)

"We see you have created a standard BitGo enterprise and not one required for Bitcoin Builder claim. We will look into creating the correct enterprise type for you and update you when this is completed." (ticket #274754)

Scenario: builder-bitcoin-bitcoinbuilder-additional#no-receiving-address-error

Trigger: Bitcoin Builder portal shows "BitGo has not sent us a receiving address for your BBID" even though the customer has an account and wallet set up.

Signals: BitGo has not sent us a receiving address, BBID, no BTC address, No BitGo Deposit Address Found, address not submitted

Steps:

  1. Verify the customer has a Bitcoin Builder enterprise (not just a standard enterprise) with KYC approved.
  2. Verify a BTC wallet exists under the Bitcoin Builder enterprise and at least one receive address has been generated.
  3. Check when the wallet was created. Bitcoin Builder ingests addresses from BitGo approximately once per week (typically on Monday or Tuesday). If the wallet was created after the most recent ingestion, advise the customer to try again after the next ingestion cycle.
  4. If the customer received a "No BitGo Deposit Address Found" email around late June 2024, this was a known data issue between BitGo and Bitcoin Builder that has since been resolved. Inform the customer: "These type of emails were sent a few weeks back in error and the error causing this was corrected."
  5. If the issue persists beyond the expected ingestion cycle, escalate to the internal Bitcoin Builder Slack channel to request that the Bitcoin Builder team (Josh) re-run the address ingestion report.
  6. If the customer's enterprise is not properly set up as a Bitcoin Builder source, escalate to prod-ops to create the correct enterprise.

Notes: The address to communicate should be the very first receive address created on the wallet. Bitcoin Builder can accept both bc1 (Native SegWit) and 3... (Wrapped SegWit P2SH-P2WSH) address types. If the customer needs a 3... address, instruct them to go to the wallet's Settings, scroll to "Change Address Type", select "Wrapped Segwit (P2SH-P2WSH)", confirm, then generate a new address. A UI dropdown for address type selection may also be available in the Address Generation window.

"This is actually on the Bitcoin Builder team. They have systems in place to ingest receive addresses for Bitcoin Builder accounts once per week. This ingestion is usually run on Monday." (ticket #238867)

"There was a data issue on Bitcoin Builder's part which resulting in those emails being sent. The issue has since been resolved. We checked the address shown and confirm it belongs to a wallet of yours on your Bitcoin Builder Enterprise. You are all set and there should be nothing further for you to do." (ticket #264557)

"Bitcoin Builder ingest addresses from our site once a week on Monday or Tuesday. If the wallet was created this week after those days, you will need to try again next week." (ticket #283303)

Scenario: builder-bitcoin-bitcoinbuilder-additional#signup-error-or-no-confirmation-email

Trigger: Customer encounters an error during sign-up via the Bitcoin Builder link (e.g., "Error, an unexpected error occurred") or does not receive a confirmation email.

Signals: error an unexpected error occurred, no confirmation email, internal error, sign up error, registration error

Steps:

  1. Recommend the customer use the latest version of Google Chrome on a desktop or laptop computer.
  2. Instruct the customer to perform a hard refresh on the sign-up page to clear any cached data:
    • Mac: Command + Shift + R
    • Windows: Ctrl + F5
  3. If the error persists, check whether the customer's email already has an existing BitGo account (even a dormant one). If so, the sign-up flow may fail because the email is already registered.
  4. If an existing account is found, follow the "existing account needs BB enterprise" scenario to manually create the Bitcoin Builder enterprise.
  5. If no existing account is found and the error persists, escalate to engineering via the relevant internal Slack channel (e.g., Cr-1163) for investigation of the sign-up flow.
  6. As a workaround, engineering may request the customer sign up with a different email address. If this is done, note both emails internally so the alternate email is tracked for Bitcoin Builder purposes.

Notes: Intermittent sign-up flow bugs have been reported and fixed multiple times. After an engineering fix is deployed, the customer should retry the original link at https://go.bitgo.info/bitcoin-builder-welcomes-you-to-bitgo.

"This is an intermittent issue and should be fixed now. Please try and perform a hard refresh at the sign up page to clear any possible cache in Chrome and try again. You can do this by holding (Command Shift + R) for Mac or (Ctrl + F5) for Windows." (ticket #274774)

"Our engineering team requested that you sign up using another email please; we will track your other email for bitcoin builder purposes." (ticket #191420)

Scenario: builder-bitcoin-bitcoinbuilder-additional#2fa-reset-needed

Trigger: Customer cannot log in to their existing BitGo account because they no longer have access to their 2FA device, and they need the account for their Bitcoin Builder claim.

Signals: 2FA, two-factor authentication, no longer possess 2FA device, cannot sign in, 2FA reset

Steps:

  1. Before initiating the 2FA reset, verify account ownership by requesting:
    • Date of BitGo email verification (customer should search inbox for "Your BitGo Email Verification")
    • 3 transaction hashes either to or from the wallet (if no TXIDs are available, the customer must contact the original Bitcoin exchange to request them)
    • Wallet balance
  2. Verify the provided information matches BitGo records.
  3. Once verified, initiate the manual 2FA reset.
  4. Notify the customer: "We have completed the process of resetting your Two-Factor Authentication. Please log back into your account, and follow the instructions to set up your Two-Factor Authentication again."
  5. After the customer can log in, proceed with creating the Bitcoin Builder enterprise if one does not already exist (follow the "existing account needs BB enterprise" scenario).

Notes: If the customer's nationality is not supported by the self-service 2FA reset KYC flow, an alternative form of identification (e.g., a second passport from a supported country) may be accepted. Escalate to compliance if uncertain.

"Before we can initiate your 2FA reset, we need to verify your ownership of the wallet. Therefore, we will require the following: Date of BitGo email verification (search for 'Your BitGo Email Verification' in inbox), 3 transaction hashes either to or from your wallet... Wallet balance" (ticket #189727)

Scenario: builder-bitcoin-bitcoinbuilder-additional#kyc-pending-or-enterprise-confusion

Trigger: Customer has completed sign-up but KYC is pending, or the customer is confused about which enterprise is their Bitcoin Builder enterprise after KYC changes the enterprise name.

Signals: KYC required, KYC pending, enterprise disappeared, which account is Bitcoin Builder, two accounts same name, enterprise name changed

Steps:

  1. Look up the customer's account and identify the Bitcoin Builder enterprise by checking for Source: bitcoinBuilder in the enterprise details.
  2. If the enterprise name changed after KYC verification (e.g., from "[EMAIL] - Bitcoin Builder KYC" to the customer's name), rename the enterprise to include "Bitcoin Builder" for clarity (e.g., "[Name] - Bitcoin Builder").
  3. Inform the customer which enterprise to use: "You need to login, select the Bitcoin Builder from the organization drop-down on the left-hand side of your screen."
  4. If KYC is still pending, advise the customer that it is under review by the compliance team and may take from a few minutes to several days depending on the information provided.
  5. If KYC has been approved, confirm this to the customer and instruct them to create a BTC wallet and provide the receiving address to Bitcoin Builder.

Notes: After KYC completion, the enterprise name may automatically change to the customer's legal name, causing the "Bitcoin Builder" label to disappear from the dropdown. This is cosmetic. The enterprise is still linked to Bitcoin Builder.

"The enterprise account didn't disappear, however, its name changed to your name after verification. To avoid confusion, i have changed its name to 'Diogo Cardoso - Bitcoin Builder'." (ticket #218811)

"You need to login, select the Bitcoin Builder from the organization drop-down on the left-hand side of your screen. You should see a message stating you need to be verified with a link to begin." (ticket #200250)

Scenario: builder-bitcoin-bitcoinbuilder-additional#email-mismatch

Trigger: Customer's BitGo account email does not match the email on file with Bitcoin Builder, preventing proper linking.

Signals: different email, wrong email, email mismatch, need to use different email, Bitcoin Builder email different from BitGo email

Steps:

  1. Confirm with the customer which email address is associated with their Bitcoin Builder account. Bitcoin Builder requires the BitGo account to use the same email.
  2. Instruct the customer to create a new BitGo account using the email that matches their Bitcoin Builder account: "Please go to our site and use the Sign Up link to create an account for [matching email]. Please let us know when this is completed so we can move on to the next steps of associating the BTC Builder ID with this account."
  3. Once the new account is created, request prod-ops to create a Bitcoin Builder enterprise under this new account.
  4. After the enterprise is created and KYC is approved, instruct the customer to create a BTC wallet and provide the receiving address to Bitcoin Builder.

Notes: BitGo cannot change a user's email address to match Bitcoin Builder. The customer must create a new account with the correct email. If the matching email already has a dormant BitGo account, a password reset may be needed, and the Bitcoin Builder enterprise can be added to the existing account.

Scenario: builder-bitcoin-bitcoinbuilder-additional#account-confirmation-and-wallet-guidance

Trigger: Customer has completed setup and wants confirmation that everything is correct, or needs guidance on creating a wallet and submitting the address to Bitcoin Builder.

Signals: confirm account setup, how to create wallet, how to submit address, next steps, wallet creation help

Steps:

  1. Verify the customer's Bitcoin Builder enterprise exists with Source: bitcoinBuilder and KYC is approved.
  2. Confirm whether a BTC wallet exists under the enterprise. If not, guide the customer to create one:
    • Log in to BitGo and switch to the Bitcoin Builder enterprise using the dropdown.
    • Click to create a new wallet, select BTC as the currency type, name the wallet, and set a wallet password.
  3. After wallet creation, the customer should copy the BTC receiving address.
  4. Instruct the customer to submit this address to Bitcoin Builder using the link format provided in their Bitcoin Builder email (e.g., https://bitcoinbuilder.com/?e=[EMAIL]&b=[BBID]).
  5. Advise the customer that it may take a few days for the address to be recognized on the Bitcoin Builder portal, as address ingestion occurs approximately once per week on Monday or Tuesday.
  6. If the customer asks about distribution timing, inform them: "We do not have information regarding these dates. You can reach out to the Bitcoin Builder team to see if they have an update." BitGo does not control the distribution schedule.

Notes: BitGo's role is limited to KYC, enterprise/wallet hosting, and providing receiving addresses. BitGo is not Bitcoin Builder and is not Mt. Gox. Distribution timing is controlled by Bitcoin Builder and the Mt. Gox trustees.

"Have you completed the Bitcoin Builder Sign-up flow? If not you may do it from here: https://go.bitgo.info/bitcoin-builder-welcomes-you-to-bitgo" (ticket #194427)

"I have reviewed your KYC status and can confirm that it has been successfully completed. At this time, no further action is required on our part. Consequently, you should be able to receive your claim in your BitGo wallet once Bitcoin Builder releases their funds." (ticket #215332)

Related

  • 2fa-reset-process — Many Bitcoin Builder customers need 2FA resets on legacy BitGo accounts before they can proceed with onboarding.
  • kyc-verification-process — Bitcoin Builder enterprises require independent KYC completion; general KYC guidance may apply.
  • enterprise-account-management — Creating and managing multiple enterprises under a single BitGo login is a common pattern for Bitcoin Builder users.