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BitGo Custody, Qualified Custody, and Self-Custody Wallet Issues

BitGo Custody, Qualified Custody, and Self-Custody Wallet Issues

Problem

Customers contacting BitGo encounter a range of issues related to custody wallet types — including Qualified Custody, Self-Custody (hot and cold), and Go Account wallets. Common problems include: inability to create cold custody wallets, confusion about wallet type differences (self-custody vs. qualified custody vs. MPC), identity verification failures or "Pending Verification" states when activating Qualified Custody, errors during onboarding or account elevation, token balance discrepancies in custody wallets, and requests to transfer assets between wallet types or enterprises. These issues span multiple chains and affect both retail/individual users and institutional enterprise clients.

Diagnostics

  • Identify the wallet type: Check in the admin tool (TAT) whether the wallet is Self-Custody Hot, Self-Custody Cold, Custody (Qualified Custody cold), or Go Account. The wallet type determines which features, insurance, and withdrawal flows apply.
  • Check enterprise configuration: In TAT, verify the enterprise's payment plan (e.g., starter, test, or a named plan), payment type, and whether the Go Account is enabled. Legacy enterprises may have misconfigured plan types that prevent access to the custody UI.
  • Verify KYC/identity verification status: In TAT, check whether the user's overallState is approved. Check Persona for any pending or expired inquiry links. For entity verification, confirm whether all associated persons (e.g., UBOs owning >25%) have completed their individual KYC.
  • Check user permissions on the wallet: Confirm whether the user is listed as Admin, Spender, or Viewer on the specific wallet. Users with Viewer permissions cannot initiate transactions or accept wallet invitations for cold wallets.
  • Check coin support: Verify in the platform whether the requested coin/token is supported for the specific wallet type (Custody, Self-Custody, Staking, Trade). Not all coins are available for all wallet types.
  • Check jurisdiction restrictions: Confirm the user's country of residence against BitGo's jurisdiction matrix. Some regions (e.g., certain EU countries for individual custody via BitGo Trust) are classified as "no custody" jurisdictions.
  • Inspect wallet key sharing and UMS status: For cold custody wallet invitation issues, check whether User Management System (UMS) is enabled on the enterprise. Pre-UMS wallet shares may cause UI bugs where the "Accept Wallet" button does not appear.
  • Review token balances: For ERC-20/TRC-20 balance issues, check whether tokens are on sub-addresses that have not been flushed to the base address. Uninitialized addresses (no ETH received) cannot be flushed automatically.
  • Check for locked tokens: If the customer cannot withdraw, verify whether the tokens have a contractual lock (e.g., vesting/lockup agreements) that prevents movement regardless of BitGo platform capabilities.

Resolution

Scenario: custody-qualified-cold-selfcustody#self-custody-vs-qualified-custody-confusion

Trigger: Customer asks whether their wallet is self-custody or qualified custody, or asks about insurance, Trust services, or cold storage eligibility for their current wallet.

Signals: self-custody, qualified custody, custody wallet, insurance, Trust services, $250M, cold storage, MPC, custodial, wallet type

Steps:

  1. Look up the customer's wallet ID in the admin tool and confirm the wallet type.
  2. Explain the distinction:
    • Self-Custody Hot Wallet: The customer holds the user key and backup key. BitGo holds a co-signing key. Funds are governed by 2-of-3 multisig. BitGo stores an encrypted version of the user's private key (encrypted with the wallet passphrase). This is NOT eligible for BitGo Trust services or insurance.
    • Self-Custody Cold Wallet: Similar to hot but keys are generated and signing occurs offline via the Offline Vault Console. Requires a contracted institutional account.
    • Qualified Custody Wallet: Segregated cold storage where BitGo manages all private keys. Eligible for BitGo Trust services and associated insurance. Withdrawals may require video identification and have a processing timeframe of up to 48 hours (excluding weekends and bank holidays).
    • Go Account: A Trust-controlled omnibus wallet for trading and settlement. Asset ownership is tracked via ledger technology; transfers are off-chain until moved to a BitGo or external wallet address.
  3. If the customer wants to move from self-custody to qualified custody, they must create a new Qualified Custody wallet and transfer funds into it. A self-custody wallet cannot be converted in place.
  4. For institutional/custody features (cold wallets, Trust services), direct the customer to the sales team via https://www.bitgo.com/connect-with-us or sales@bitgo.com.

Notes: Self-custody hot wallets cannot be brought offline. Self-managed cold wallets require a contracted institutional account. The PDF keycard downloaded during self-custody wallet creation contains the encrypted keys — it is not equivalent to air-gapped cold storage.

"A self-custody hot wallet is not eligible for Trust Services. You would need to create a Qualified Custody wallet and send the funds to it for it to fall under the Trust Services benefits." (ticket #236690)

"The fund held in a self-custody wallet are still governed by the multisig nature of the wallet and would require 2 of 3 keys to withdraw. To withdraw the funds, you would need the wallet password if withdrawing via UI or the private key if withdrawing from the API." (ticket #236690)

"The trading account in your Go Account is a Trust-controlled omnibus wallet that holds the commingled assets of all Trading and Settlement users. Asset ownership is tracked via ledger technology built into the trading account, and all transfers are executed off-chain." (ticket #233713)

Scenario: custody-qualified-cold-selfcustody#qualified-custody-activation-error

Trigger: Customer sees an error (e.g., "No inquiry created", an ErrorID, or "Pending Verification") when trying to activate Qualified Custody or complete identity verification.

Signals: Pending Verification, No inquiry created, ErrorID, Get Started With Qualified Custody, identity verification, KYC, Persona, inquiry expired

Steps:

  1. Look up the customer's account in TAT and check their KYC/Persona status.
  2. If the Persona inquiry was never created or has expired, generate a new Persona verification link for the user (via the Persona admin dashboard) and send it to the customer.
  3. If the customer sees "Pending Verification" on their dashboard, check whether the Persona inquiry is complete and approved. If approved in Persona but still showing pending in BitGo, escalate internally via Slack (#support-escalations or equivalent) to sync the status.
  4. If the customer is an FTX retail creditor seeing these screens, check whether the ticket predates the FTX resolution. Many of these tickets were bulk-closed after confirming resolution with the FTX team.
  5. If the customer receives an authentication/OTP error during activation, advise them to ensure they are entering the 2FA code quickly (codes expire within 30 seconds) and that they are using the correct authenticator entry for their BitGo account.
  6. If the customer needs to switch to "classic view" to access certain activation flows, instruct them to do so from the UI before following activation steps.

Notes: Persona verification links expire (typically within 24 hours). If a link expires, a new one must be generated by support. For entity accounts, all UBOs owning more than 25% must also complete individual KYC.

"Please use this link to complete the KYC process: https://withpersona.com/verify?code=us1-32akdbr" (ticket #235473)

"Please switch to classic view first and then follow the steps suggested." (ticket #248836)

"Perfect. You are most welcome... That was the problem, I was too slow!!!!" (ticket #248836)

Scenario: custody-qualified-cold-selfcustody#unable-to-create-cold-custody-wallet

Trigger: Customer can only see the self-custody wallet option when trying to create a cold custody wallet, or sees an error like "enterprise must pay upfront payment first."

Signals: unable to create cold custody wallet, only self-custody option, enterprise must pay upfront payment first, custody wallet creation, Go Account not enabled

Steps:

  1. Verify the enterprise ID and user account in TAT.
  2. Check whether the Go Account is activated for the enterprise. If not, instruct the user to navigate to the Trade tab and activate their Go Account. In some cases, this resolves the custody wallet creation issue.
  3. If the Go Account is already active but the issue persists, escalate internally (Slack #trust-operations or equivalent) — this may require backend configuration by engineering.
  4. Check for jurisdiction restrictions. If the user resides in a "no custody" jurisdiction for BitGo Trust (e.g., certain EU countries for individual accounts), they will be blocked from creating custody wallets. Inform the customer and escalate if the enterprise has other EU employees who were not blocked (may indicate a policy exception is needed).
  5. If the error is "enterprise must pay upfront payment first" and the customer should be exempt (e.g., onboarded through a partner program), escalate to the compliance/operations team to verify billing configuration.
  6. Once the backend fix is applied, ask the customer to retry wallet creation and confirm.

Notes: This issue has been seen with partner onboarding links (e.g., Mysten Labs). The initial support suggestion to activate the Go Account may not always resolve the issue; further internal investigation is often required.

"Confirmed he has a Go Account wallet setup. However, he's still unable to create a custody wallet. This isn't typically a step that needs to be completed prior to creating a cold custody wallet." (ticket #247262)

"After reviewing the application, we've determined that we are unable to proceed with onboarding of this user. As they are a resident of Greece, this falls under a 'no custody' jurisdiction for BitGo Trust." (ticket #264880)

Scenario: custody-qualified-cold-selfcustody#enterprise-onboarding-account-migration

Trigger: Customer has not received their enterprise account invitation email, or the invitation was sent to the wrong person and needs to be resent to the correct account owner.

Signals: invitation email, account owner, enterprise activation, onboarding, resend invite, sign-up invite, CSA, welcome

Steps:

  1. Confirm the correct email address for the intended account owner with the customer and/or their account manager.
  2. Verify in the admin tool whether the invitation was previously sent and to which email address.
  3. If the invitation was sent to the wrong email, coordinate with the operations/onboarding team to update the primary account holder and resend the activation invite to the correct email.
  4. Remind the customer of post-activation steps:
    • Complete initial video verification (government-issued ID or passport required).
    • Video verification is required to make withdrawals.
    • Refer to the BitGo Resource Center "Get Started" section and wallet creation video.
  5. For support inquiries, the customer can reach support@bitgo.com. For emergencies, provide the emergency phone number if applicable.

Notes: Enterprise accounts are activated on the contract start date or shortly after execution of the CSA. The $1K minimum fee applies regardless of how many entities are onboarded under the same agreement.

"Your BitGo Enterprise account will be activated on the contract start date or shortly after execution of the CSA. You will receive an Enterprise account sign-up invite to officially activate your BitGo Enterprise account." (ticket #82753)

"Having an initial video verification is needed to make withdrawals... our Support team is here to assist you with additional questions and concerns. They can be reached at support@bitgo.com." (ticket #82753)

Scenario: custody-qualified-cold-selfcustody#custody-wallet-balance-discrepancy

Trigger: Customer sees incorrect or zero balance in their custody wallet, or tokens are not visible/spendable despite being received.

Signals: balance 0, unable to spend, USDT flush, token balance, TRX balance, addresses not initialized, 993 addresses

Steps:

  1. Obtain the wallet ID from the customer.
  2. For ERC-20 tokens (e.g., USDT on Ethereum): Check whether tokens were received on sub-addresses that have not been flushed to the base address. If addresses were never initialized (never received native gas token like ETH), the automatic flush process cannot move tokens.
  3. Support can initiate a manual flush operation. For wallets with many affected addresses (e.g., hundreds), use the internal tool bga admin forwardTokenFromCsv with the wallet ID and a CSV of affected addresses.
  4. After flushing, monitor the transactions and confirm with the customer that the balance is now correctly reflected.
  5. For TRX (Tron) balance issues: These may be backend display/sync issues. Escalate internally to engineering if the on-chain balance does not match the UI. The fix is typically applied server-side.
  6. Confirm with the customer once the balance is corrected.

Notes: Flushing large numbers of addresses can take significant time and generate many on-chain transactions. Keep the customer informed of progress. Engineering involvement may be needed for edge cases.

"It appears the USDT needs to be flushed to the base address of the wallet. If you are receiving this USDT to addresses that have not been initialized by receiving ETH, the flush process will not move the USDT to the base address." (ticket #195098)

"The balance should be fixed now, can you please check again and let us know if you are seeing any issues?" (ticket #184998)

Scenario: custody-qualified-cold-selfcustody#custody-withdrawal-transfer-process

Trigger: Customer wants to transfer assets from a Go Account to a custody wallet, between custody wallets, or withdraw from a custody wallet to an external address.

Signals: transfer, withdraw, Go Account to custody, video verification, Video ID, withdrawal timeframe, 48 hours, transaction stuck

Steps:

  1. For Go Account to Custody Wallet transfers:
    • Log in and select the correct Enterprise from the organizational dropdown in the upper right.
    • Change the "View By" menu to "Wallets" next to the "+Create Wallet" button.
    • Choose "Withdraw" next to the Go Account to open the Transaction Builder.
    • Select the asset (e.g., BTC), set "To" as "BitGo Wallet," and select the destination custody wallet.
    • Enter the amount, then choose "Preview Withdrawal."
    • A prompt to schedule a Video Verify call will appear.
  2. For withdrawals to external addresses from custody wallets:
    • The destination address must be whitelisted in the BitGo wallet first.
    • Wallet whitelist addresses lock 48 hours after configuration.
    • First-time sends to a new address will trigger a video ID verification call with BitGo.
    • Transfers exceeding $250K USD will trigger video verification again even to previously verified addresses.
  3. Custody wallet withdrawals are subject to a processing timeframe of up to 48 hours (excluding weekends and bank holidays) after a valid withdrawal request is received.
  4. If a withdrawal is stuck in processing, escalate internally. The transaction may need to be rejected so the customer can resubmit.
  5. For locked tokens (e.g., vesting agreements), BitGo cannot move assets until the tokens are unlocked per the agreement terms. BitGo cannot transfer assets to another platform on the client's behalf.

Notes: BitGo does not support automated/scheduled transactions natively; any automation must use the BitGo API. Wallet whitelist policy unlocks are only provided to contracted institutional customers.

"For 'To', you can choose BitGo Wallet and the dropdown just below, you should be able to select the Matt Briger Matt Gox Distribution wallet... From there, you should see a prompt to schedule time to Video Verify the Transaction Request." (ticket #271554)

"Please note that once the tokens are locked, you can not move them to any other platform. You can move it once it is unlocked. Also, neither BitGo can move assets from our platform to another platform on the client's behalf." (ticket #258491)

"Custodial wallet withdrawals are subject to a Custodial Wallet Withdrawal Timeframe of up to 48 hours after we receive a valid withdrawal request, excluding weekends and applicable bank holidays." (ticket #324025)

Scenario: custody-qualified-cold-selfcustody#wallet-cloning-and-operational-requests

Trigger: Customer or account manager requests wallet cloning, wallet limit increases, user access changes, or wallet key fixes for custody wallets.

Signals: wallet cloning, clone wallet, custody wallet limit, 75 wallet limit, add user, remove user, wallet invitation, accept wallet, wallet shares

Steps:

  1. For wallet cloning requests: Confirm the source wallet ID, the number of clones needed, and the naming convention. Process the cloning via internal tooling and confirm completion.
  2. For wallet limit increases (e.g., more than 75 custody wallets): Escalate to the operations/engineering team to raise the limit for the specific enterprise.
  3. For adding/removing users on custody wallets: If UMS is enabled, the wallet admin can add users from the UI. If UMS is not enabled, or the existing admin is unavailable, a video verification call must be scheduled with the requesting user (using https://calendly.com/bitgo-client-delivery/videoid) before support can make changes. The user must provide a government-issued photo ID during the call.
  4. For wallet invitation acceptance issues (e.g., cold wallet shows as self-custody when accepting): This may be caused by pre-UMS wallet shares remaining marked as active after enterprise migration. Escalate to engineering to mark pre-UMS wallet shares as "rejected" and fix the front-end logic.
  5. Confirm all changes with the customer and close the ticket.

Notes: Transferring a custodial wallet from one enterprise to another is not supported if the wallet is associated with a gas tank address. The gas tank cannot be decoupled from the wallet.

"The issue occurred during the enterprise migration, where existing wallet shares remained marked as active. This caused the user interface to behave unexpectedly, as the front-end logic assumed all active wallet shares belonged to hot wallets." (ticket #256203)

"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" (ticket #356078)

Scenario: custody-qualified-cold-selfcustody#sales-inquiry-custody-pricing-new-coin

Trigger: Customer asks about custody fees, pricing, new coin support for custody, or wants to upgrade to an institutional custody account.

Signals: custody fees, pricing, fee structure, annual fee, minimum fee, upgrade, enterprise, institutional, new coin, coin support, TAO, RADAR, sales

Steps:

  1. For pricing and fee inquiries: Support does not have access to fee schedules. Direct the customer to the sales team:
  2. For billing/invoice questions from existing customers: Refer to the billing methodology page at https://www.bitgo.com/resources/billing-methodology/ and copy the customer's account manager for visibility.
  3. For custody fee payment: Customers can overpay invoices to build a credit and avoid monthly wire fees. The recommended approach for small monthly bills ($200–$300) is to pay slightly higher to avoid wire fees.
  4. For new coin/token custody support: Check whether the coin is already supported on the platform. If not, inform the customer that new coin additions require compliance review and engineering work. The typical timeline after compliance approval is approximately 10 business days. Escalate to the sales/account management team to initiate the process.
  5. For coin-specific limitations: Some coins may be supported for custody but not for staking or trading (e.g., Bittensor TAO is supported for Custody as an MPC Custodial Wallet but not for Staking or Trade).

Notes: BitGo does not support .ETH domain names as receive addresses. ENS resolution is the responsibility of the sender; BitGo has not tested sending to ENS names tied to BitGo wallets but engineering suggests it may work if the ENS points to a BitGo address — a small test transaction is recommended.

"For Bittensor - TAO, we support this cointype for Custody as an MPC Custodial Wallet. We do not offer support for this coin for Staking or Trade." (ticket #246229)

"Please contact the sales team directly using this form https://www.bitgo.com/connect-with-us" (ticket #207677)

Scenario: custody-qualified-cold-selfcustody#asset-segregation-and-internal-controls

Trigger: Customer asks whether BitGo pools/commingles assets, or asks about withdrawal policies for fiscal/audit/internal controls purposes.

Signals: pool, commingle, internal controls, segregation, withdrawal policy, fiscal year, audit, custodian risk

Steps:

  1. Confirm to the customer: BitGo does not intermingle customer funds. Any address the organization holds will contain only their crypto.
  2. All crypto held on the platform remains in the wallets and addresses where it is deposited. BitGo does not make use of customer crypto in any way, making assets fully withdrawable as needed.
  3. The one exception is staked assets: withdrawal of staked funds must follow the unstaking process and exit times of the validators. Upon meeting those conditions, funds (including accrued rewards) are fully withdrawable.
  4. Copy the customer's account manager on the response for visibility.

Notes: This information is commonly requested for year-end reporting and internal controls documentation. Staking-related withdrawal delays are protocol-level, not BitGo-imposed.

"1 - We do not intermingle customer funds on our platform. Any address your organization has that holds crypto will hold only your crypto. 2 - All crypto your company holds with us remains in the wallets and addresses where it is held. While held in the wallets on our platform, we do not make use of this crypto in any way making your assets fully withdrawable as needed." (ticket #268586)

Scenario: custody-qualified-cold-selfcustody#staking-limitations-bera

Trigger: Customer asks about staking or unstaking specific assets (e.g., BERA) from custody wallets.

Signals: staking, unstaking, BERA, validator, staking not supported, unstaking not supported

Steps:

  1. Check the current staking support status for the requested coin. Some coins may support staking but not yet unstaking (e.g., BERA unstaking was not supported as of mid-2025, with a roadmap target of end of Q3 2025).
  2. Inform the customer of the current status and any known roadmap timelines.
  3. If the customer asks to split holdings across multiple wallets or accounts, clarify whether they mean separate wallets within the same enterprise or separate enterprise accounts, and confirm technical feasibility with the operations team.
  4. For detailed staking documentation or nuanced questions, offer to connect the customer with a staking subject matter expert (SME) via their account manager.

Notes: Staking limitations are often chain-specific and evolve over time. Always verify current support status before responding.

"Yes, you would be able to stake BERA. However, per my product team, un-staking is not yet supported but on the roadmap targeted for the end of Q3." (ticket #228423)

Scenario: custody-qualified-cold-selfcustody#third-party-staking-provider-security

Trigger: Customer asks about the security impact of a third-party staking provider (e.g., Blockdaemon) being compromised on their custodied and staked assets.

Signals: Blockdaemon, hacked, DNS, staking provider, validator keys, custody failure, slashing

Steps:

  1. Reassure the customer that BitGo's custody keys and data are segregated from third-party staking providers. A DNS or account compromise at the provider does not impact BitGo's custody infrastructure.
  2. Confirm whether the provider's validator keys were impacted (in the Blockdaemon case, they confirmed validator keys were not affected).
  3. Confirm no slashing has been detected on the customer's validators.
  4. Explain that BitGo shares no data with staking providers other than the withdrawal public address needed to provision validators.
  5. As a precautionary measure, BitGo obtains pre-signed exit transactions from all ETH validators to ensure assets can be exited without the provider's cooperation if needed.

"no custody failure on our side. Blockdaemon confirmed that their validator keys were not impacted from this hack... To ensure that we're truly not at risk, we are getting pre-signed exit tx from all our ETH validators (not just Blockdaemon) to store so in case there is a more critical hack on their nodes/keys, we can exit without them" (ticket #264011)

"None since our keys/data are unaffected from Blockdaemon. We share no data with them other than withdrawal pub address in order to provision validators." (ticket #264011)

Scenario: custody-qualified-cold-selfcustody#entity-verification-kyc-for-custody-enrollment

Trigger: Customer's entity verification is pending or stuck, preventing enrollment in qualified custody services.

Signals: entity verification, under review, compliance, KYC, organization, associated person, UBO, Persona link, Go Account activation error

Steps:

  1. Check the enterprise's KYC/compliance status in TAT. Verify whether the organization KYC status shows as approved or is still under review.
  2. If under review, inform the customer that the compliance team will reach out when complete or if additional information is needed.
  3. If individual KYC for associated persons (UBOs >25% ownership) is incomplete, generate a new Persona verification link for each person who has not completed verification and send it to the customer to forward.
  4. If the Go Account shows an activation error after entity verification is approved, verify the user is logged into the correct email account associated with the enterprise. Instruct them to try activating while logged in as the correct user.
  5. If a contract is required (institutional accounts), coordinate with the sales representative to send the agreement.
  6. Escalate to compliance via Slack if the review is taking longer than expected.

"Please fill out this inquiry of individual KYC to get it going. https://inquiry.withpersona.com/verify?code=us1-sgmy3w1" (ticket #241488)

"Please make sure you are logged in as [EMAIL] while you are trying to activate the go account." (ticket #241488)

"Please have the user use the below link and complete the KYC: https://inquiry.withpersona.com/verify?inquiry-id=inq_khBZ9dnNXnXqoBTG5QDi61QHTtae" (ticket #321248)

Scenario: custody-qualified-cold-selfcustody#test-environment-custody-access

Trigger: Customer cannot access the custody area in the test environment (app.bitgo-test.com), or is redirected to the portfolio area when clicking "Back to Custody."

Signals: test app, bitgo-test.com, custody area, portfolio, Back to Custody, test environment, enterprise configuration

Steps:

  1. Check the enterprise configuration in the test TAT. Legacy enterprises may not have been reconfigured for the React-based UI.
  2. Look for issues such as: no payment type set, payment plan showing as test, or missing starter payment type.
  3. Escalate to engineering to update the enterprise configuration (set payment type to starter, remove the test plan).
  4. Confirm with the customer that the custody area is now accessible after the fix.

Notes: This is typically a backend configuration issue specific to test environment enterprises that were created before UI migrations.

"Enterprise is old type that appears to have not been reconfigured with React in mind... needs payment type starter, removal of test plan" (ticket #315312)

Scenario: custody-qualified-cold-selfcustody#self-custody-multisig-key-management

Trigger: Customer asks how self-custody wallet keys work, what the downloaded PDF keycard contains, or whether BitGo stores their private key.

Signals: multisig, 2-of-3, keycard, PDF, private key, backup key, user key, key generation, BitGo key, encrypted

Steps:

  1. Explain the key structure: Self-custody wallets use a 2-of-3 multisig scheme. The three keys are: User Key, Backup Key, and BitGo Key.
  2. For self-custody multisig wallets, customers can create their own user and backup keys entirely client-side. BitGo never has access to the private user or backup keys.
  3. For hot wallets (self-custody), the customer sends BitGo their public key and versions of their private keys encrypted using their passphrase. BitGo always creates and stores the BitGo key.
  4. The PDF keycard contains the encrypted key material needed for recovery. It should be stored securely offline.
  5. For transaction access controls (multi-person approval), refer the customer to the Policy Engine documentation. Policies can be configured with scope, conditions, and approval requirements.
  6. For external signer mode (customer stores their own keys), refer to: https://developers.bitgo.com/guides/wallets/external-signer-mode
  7. For general developer documentation: https://developers.bitgo.com/

"For self-custody multisignature wallets, you can create your own user and backup keys. Key creation occurs entirely client side. At no point does BitGo have access to your private user or backup keys for self-custody wallets. However, BitGo always creates and stores the BitGo key." (ticket #248477)

"Please refer to the attached file for Policy Engine User Guide, which should help you set up scope, conditions, approvals as per your requirements." (ticket #265427)

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