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Custodial and Non-Custodial Enterprise Account Creation and Onboarding

Custodial and Non-Custodial Enterprise Account Creation and Onboarding

Problem

Customers contact BitGo requesting the creation of a new custodial or non-custodial enterprise account, or they want to upgrade an existing non-custodial enterprise to include custodial services. Common scenarios include new institutional customers going through the onboarding and KYC process, existing customers who cannot find the custody option in the UI, and individuals who signed up via the self-service website but actually need an institutional account. These requests span various entity types (LLC, Ltd, Pte Ltd, SRL, etc.) and require coordination between support, sales, compliance, and client delivery teams.

Diagnostics

  • Check the customer's enterprise in the admin tool: Look up the enterprise ID and confirm the entity name, plan type (e.g., legacy10, ktdirect), and which BitGo entity it is associated with (e.g., BitGo Inc, BitGo Trust).
  • Verify wallet license type: Confirm whether the enterprise has a Non-Custodial (Cold) wallet license active or a Qualified Custody license. The admin notes pattern is: >> NO Non-Custodial(COLD) wallet license vs. >> Non-custodial (Cold) wallets is Active.
  • Check the user's membership role: Confirm whether the user is an enterprise owner or a member. Some operations (e.g., signing the Custodial Services Agreement) may require owner-level access.
  • Check account status: Determine if the account is frozen (e.g., due to too many failed 2FA reset attempts) which may block the customer from accessing the UI to complete onboarding steps.
  • Determine if the customer is an existing institutional client or a self-service sign-up: If the customer signed up via https://app.bitgo.com/login using the "sign up" flow, they likely have only a personal/self-managed account. Institutional custodial accounts require a separate onboarding process through BitGo sales.
  • Identify the customer's region: The sales team is organized by region (e.g., MENA, APAC, etc.), and the customer should be routed to the appropriate Business Development or Sales contact.

Resolution

Scenario: custodial-creation-noncustodial-customer#new-institutional-onboarding

Trigger: A new customer or legal entity requests a custodial or non-custodial enterprise account and has not yet been onboarded.

Signals: new customer, enterprise account creation, custodial, non-custodial, onboarding, KYC, LLC, Ltd, Pte Ltd, SRL, Limited

Steps:

  1. Confirm the legal entity name the customer wants to onboard.
  2. Route the request to the appropriate BitGo Sales or Business Development representative based on the customer's region. If the customer has a specific sales contact (e.g., they were referred by a named BitGo employee), CC that person on the thread.
  3. The sales team will send the customer an application form and coordinate contract details.
  4. Once the contract is in place, the customer must complete KYC:
    • Step 1 — Identity Verification: Direct the customer to https://www.bitgo.com/onboarding/welcome to upload their Government Issued ID (passport, ID, or driver's license) and proof of residence (bank statement or utility bill).
    • Step 2 — Schedule an Onboarding Call: Direct the customer to https://calendly.com/bitgo-client-delivery/bitgo-trust/ to schedule a 60-minute kick-off call. The customer must enter the email address used to create their BitGo Enterprise Account. They will specify coin types for custodial wallets and, if applicable, provide IP addresses for Custom API Endpoint whitelisting.
  5. During the onboarding call, the agenda covers: confirm contract details, team introduction & KYC/ID verification, BitGo dashboard settings review, and Q&A. All intended account owners must have webcam access and their government-issued photo ID ready for video verification.
  6. After successful onboarding, the enterprise account and wallets are provisioned.

Notes: Custodial accounts require an institutional onboarding process. If the customer simply clicked "sign up" on the BitGo website, this does not create an institutional account. They must go through the full sales and onboarding flow.

"Please review the information below and complete the following steps prior to your onboarding call... Step 1: Perform Identity Verification Please follow this link: https://www.bitgo.com/onboarding/welcome... Step 2: Schedule an Onboarding Call... Please follow this link to schedule your onboarding call: https://calendly.com/bitgo-client-delivery/bitgo-trust/" "Not sure what you mean by KYC attached, but this will require an institutional account so if you just went to our website and clicked 'sign up' this will not suffice." "In order to get you onboarded with the institutional account, could you please provide the name of the legal entity? We will then send you the application form within the next 24 hours."

Scenario: custodial-creation-noncustodial-customer#upgrade-to-custodial-via-ui

Trigger: An existing non-custodial enterprise customer wants to upgrade to custodial services and the option is available in the UI.

Signals: upgrade, custodial account, custody option, Deposit button, Custodial service agreement, self-service upgrade

Steps:

  1. Verify the customer's enterprise in the admin tool and confirm it currently has an active non-custodial license but no custodial license.
  2. Inform the customer that upgrading to custodial can now be done from the BitGo UI.
  3. Instruct the customer to click the Deposit button in the UI. They will be prompted to sign the Custodial Services Agreement.
  4. After the customer submits the agreement, the BitGo team will review and approve the submission within 3–5 working days (if all requirements are met).
  5. Once approved, the custodial wallet functionality will become available under the enterprise.

Notes: The customer must have an active enterprise account and appropriate user role to see the Deposit button and sign the agreement. If the account is frozen or the user is only a member (not an owner), additional steps may be needed first.

"Regarding your request to upgrade your enterprise to a custodial account, we are glad to share this can now be done from the BitGo UI. Please click on the Deposit button as per below screenshot and you will be prompted to sign our Custodial service agreement. Our team will then review and approve your submission (if all is fine) within 3-5 working days."

Scenario: custodial-creation-noncustodial-customer#account-frozen-blocking-access

Trigger: The customer cannot access their account or see custodial options because the account is frozen due to too many failed 2FA reset attempts.

Signals: account frozen, 2FA reset, too many failed attempts, video conference, identity verification, Calendly

Steps:

  1. Check the account status in the admin tool. Confirm the account is frozen due to excessive failed 2FA reset attempts.
  2. Inform the customer that a video conference is required to verify their identity before unfreezing the account and resetting 2FA.
  3. Direct the customer to schedule a video call using: https://calendly.com/bitgo-client-delivery/videoid
  4. The customer must have their government-issued photo ID ready for the call and reference their case number when scheduling.
  5. If the customer is a member (not an owner) of the enterprise, one of the enterprise owners must join the call to authorize the identity verification.
  6. During or after the call, request the first 8 and last 8 characters of the BitGo public key from the customer's wallet keycard (the PDF auto-generated at wallet creation) to verify account ownership.
  7. Once verified, initiate the manual 2FA reset and unfreeze the account.
  8. Instruct the customer to log back in and set up their 2FA again.
  9. After the account is unfrozen, proceed with any custodial upgrade or other pending requests.

Notes: The wallet label (name) appears at the top left corner of the keycard. Providing only the first and last 8 characters of the BitGo public key does not compromise the wallet. If the customer is a member of an enterprise such as Kingdom Trust Direct Clients, an enterprise owner must join the verification call.

"Upon further check on your account, it looks like its currently frozen due to too many failed attempts to reset your 2FA. If you wish to unfreeze and reset your 2FA device, for security purposes, we will need to schedule a video conference to verify your Identification. Please use the following link to schedule a time to meet with us and verify the request: https://calendly.com/bitgo-client-delivery/videoid" "The first and last 8 characters of the BitGo public key as shown on your wallet keycard (which is auto-generated as a PDF file upon wallet creation) for verification." "You can see the wallet label (aka name) at the top left corner of the keycard... we only requires the first and last 8 characters of the BitGo public key as shown on your wallet keycard, this incomplete key information will not compromise the wallet."

Scenario: custodial-creation-noncustodial-customer#custodial-services-agreement-for-distribution

Trigger: A customer needs to execute a Custodial Services Agreement for a specific event (e.g., token distribution) and contacts support or a named BitGo employee directly.

Signals: Custodial Services Agreement, distribution, SAFE, institutional account, sales referral, legal entity

Steps:

  1. Confirm whether the customer has an existing institutional account or only a personal/self-service sign-up.
  2. If they only have a self-service account, advise that an institutional account is required and the self-service sign-up does not suffice.
  3. Ask the customer to provide the name of the legal entity for the institutional account.
  4. Route the request to the appropriate regional BitGo Sales or Business Development representative. BitGo does not provide ad-hoc phone support; sales coordination is handled by the assigned regional representative.
  5. The sales team will send the application form and coordinate the institutional onboarding, including the Custodial Services Agreement execution.

Notes: Time-sensitive distribution deadlines should be flagged to the sales team. BitGo support does not provide ad-hoc phone support and generally only schedules calls for specific requests such as 2FA reset or policy unlock.

"Not sure what you mean by KYC attached, but this will require an institutional account so if you just went to our website and clicked 'sign up' this will not suffice." "We actually do not provide ad-hoc phone support and generally only schedule calls for certain requests (etc: 2FA reset/policy unlock)"

Scenario: custodial-creation-noncustodial-customer#fraud-impersonation

Trigger: The customer references a contact, application, or website that has no association with BitGo, suggesting a potential scam or impersonation.

Signals: fraud, scam, impersonation, unauthorized use, BitGo name, cease communication

Steps:

  1. Confirm that BitGo has no association or relationship with the contact, application, or website the customer mentions.
  2. Advise the customer to cease all communication or interaction with the suspicious party.
  3. Provide the customer with official BitGo resources:
  4. Advise the customer that if they believe they or someone else is the victim of fraud or other financial crime, they should contact their local authority immediately. If the victim or alleged subject of an Internet crime is located within the United States, they may file a complaint with the IC3 at https://www.ic3.gov/.
  5. Note internally that BitGo takes unauthorized use of the BitGo name and any branding very seriously and, where possible, may take steps to stop this activity.

Notes: This scenario applies when the inbound request is not a legitimate account creation inquiry but rather a customer who has been approached by a scammer using the BitGo name.

"BitGo has no association or relationship in any capacity with the contact you have mentioned. BitGo recommends you cease all communication or interaction with the above application or website. BitGo takes unauthorized use of the BitGo name and any branding very seriously, and where possible, may take steps to stop this activity from occurring."

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