Scoutinternal

Video Verification Meetings and Platform Invitation Issues

Video Verification Meetings and Platform Invitation Issues

Problem

BitGo Trust customers frequently need to schedule or join video verification calls (via Google Meet) for actions such as withdrawal authorization, 2FA resets, account unfreezing, policy unlocks, and adding new video-verified users. Common issues include: customers not receiving the Google Meet invite or calendar link, agents or customers missing scheduled calls, customers needing to reschedule, and new enterprise users never receiving their platform invitation email. These issues span BitGo Trust custody operations and affect all coins/chains held in custody.

Diagnostics

  • Confirm the request type: Determine whether the customer needs a video verification call (withdrawal authorization, 2FA reset, account unfreeze, policy unlock, new video-verified user addition) or a platform invitation (enterprise user onboarding).
  • Check the enterprise account: Look up the Enterprise ID and verify the customer's email is registered on the BitGo platform. If the requester is not a listed user, ask them to have a registered user submit the request or confirm the registered email.
  • For meeting issues: Check whether a Calendly booking exists for the customer. Verify the customer's email against the Calendly event. Confirm the Google Meet link was generated and sent with the calendar invitation.
  • For missed meetings: Determine whether the agent or the customer was the no-show. Check internal Slack channels (e.g., client delivery channel) for coordination notes.
  • For platform invitation issues: Verify the correct email address is associated with the enterprise in Salesforce/admin tooling. Check whether the enterprise account owner email was updated during onboarding. Confirm whether the invitation was sent to the correct address.
  • For frozen accounts / 2FA resets: Confirm the account is frozen (check enterprise state). Note the reason for freeze (e.g., multiple failed 2FA attempts, ID verification failure). Verify the wallet balance to assess urgency.
  • For policy unlock requests: Ask the customer for the specific Policy ID(s) or Wallet/Enterprise IDs that need unlocking before the call.
  • When the reason for a scheduled call is unspecified: Do not assume the call is for a 2FA reset or any other specific purpose. Always ask the customer to clarify their use case before proceeding with any scenario-specific steps.
  • For past-date slot requests: If the customer requests a time slot that has already passed (e.g., the requested date is earlier than today's date in the customer's timezone), do not suggest booking that past date. Acknowledge that the requested time has already passed and direct the customer to book the next available slot via the Calendly link.

Resolution

Scenario: invitation-meeting-chetankumar-meet#schedule-video-verification

Trigger: Customer needs to schedule a new video verification call for withdrawal authorization, 2FA reset, account unfreeze, or policy unlock.

Signals: video verification, schedule meeting, withdrawal verification, 2FA reset, unfreeze account, policy unlock, government ID, Google Meet

Steps:

  1. Ask the customer to explain their use case for the video verification (e.g., withdrawal authorization, 2FA reset, account unfreeze, policy unlock, adding a new video-verified user). Do not schedule the call until the use case is clearly understood. If the customer has not specified a reason, ask before assuming any particular purpose.
  2. Check whether the date or time slot the customer has requested is in the past. If the requested slot has already passed, do not suggest booking it. Instead, acknowledge that the requested time has already passed and ask the customer to select the next available slot using the Calendly link.
  3. Send the customer the Calendly scheduling link: https://calendly.com/bitgo-client-delivery/videoid
  4. Instruct them to bring a government-issued photo ID to the call.
  5. Ask the customer to reference their support ticket number when scheduling.
  6. If the request involves policy unlocks, ask the customer to provide the Policy ID(s) or Wallet/Enterprise IDs in advance so the agent can prepare.
  7. If the request involves a withdrawal from a gas tank or cold wallet, collect the following before the call: Enterprise Name, Enterprise ID, Enterprise Email, relevant wallet/tank address, destination address, and amount.
  8. Once the call is completed and verification is successful, proceed with the requested action (e.g., reset 2FA, unlock policy for 72 hours, process withdrawal).

Notes: The Calendly link generates a Google Meet invitation automatically. Some customers report not receiving the Google Meet invite due to email filtering. If this occurs, manually send the Google Meet link via the support ticket thread. Never confirm or suggest a booking for a date that has already passed — always redirect the customer to the next available future slot.

"Please use the following link to schedule a time to meet with us and verify the request: https://calendly.com/bitgo-client-delivery/videoid Please be ready to provide your government issued photo ID during this meeting." (ticket #239226)

"Meanwhile, could you please share the policy ID/ID's you wish to unlock during the call? Please join video call via this link : https://meet.google.com/sxu-zhwi-gkj" (ticket #265362)

Scenario: invitation-meeting-chetankumar-meet#missed-meeting-reschedule

Trigger: Customer or agent missed a scheduled video verification call and needs to reschedule.

Signals: missed meeting, no show, reschedule, missed call, unable to join, Google Meet not received

Steps:

  1. Acknowledge the missed meeting and apologize for any inconvenience.
  2. Send the Calendly rescheduling link: https://calendly.com/bitgo-client-delivery/videoid
  3. If the customer reports they did not receive the Google Meet invite (common with certain email clients), manually provide a Google Meet link in the ticket thread.
  4. Confirm the new time with the customer and ensure it is coordinated with an available support engineer.
  5. If the meeting falls outside the primary agent's working hours, escalate to another team member in the appropriate timezone via internal channels.

Notes: Customers with recurring weekly verification calls (e.g., for regular cold withdrawal authorization) may reference an old calendar organizer who is no longer with BitGo. Update the recurring invite with the correct organizer. If the reason for the rescheduled call has not been confirmed, ask the customer to clarify before the new meeting so the correct scenario steps can be prepared.

"Apologies I missed your email, you can re-schedule using this link https://calendly.com/bitgo-client-delivery/videoid" (ticket #266014)

"We apologize for any inconvenience caused. We have checked internally and confirmed that your call has been successfully rescheduled and attended to." (ticket #275025)

Scenario: invitation-meeting-chetankumar-meet#google-meet-link-not-received

Trigger: Customer scheduled a video verification call via Calendly but did not receive the Google Meet link or calendar invitation.

Signals: no invite received, Google Meet link missing, calendar invite not received, meeting invite issue

Steps:

  1. Verify that the customer successfully booked via Calendly by checking the Calendly event dashboard.
  2. If the booking exists, manually generate or retrieve the Google Meet link and send it directly in the support ticket thread.
  3. Confirm the scheduled time with the customer.
  4. Join the call at the agreed time and proceed with verification.

Notes: This is a recurring issue for some customers. Google Meet invitations may be blocked by corporate email filters or Outlook configurations.

"Hello - I scheduled a video call for 11/25 at 11a est but have not received an invite. This is a common issue with Google Meet for me. Are you able to locate the meeting and forward the link please?" (ticket #265362)

Scenario: invitation-meeting-chetankumar-meet#platform-invitation-not-received

Trigger: A new enterprise user was added but never received the BitGo platform invitation email.

Signals: invitation not received, enterprise user, onboarding, account owner, invite not sent, platform access

Steps:

  1. Verify the Enterprise ID and the email address to which the invitation should have been sent.
  2. Confirm whether the correct email address is associated with the enterprise account owner in the admin system. During onboarding, account owner changes may not have been fully processed.
  3. If the email address is incorrect, update it in the enterprise configuration and re-send the invitation.
  4. If support cannot locate the user or enterprise, escalate to the onboarding contact or Customer Success Manager (check who the client onboarded with).
  5. Once the email is corrected and the invitation re-sent, follow up with the customer to confirm receipt.

Notes: Only users registered on the BitGo platform can submit support requests for their enterprise. If a non-registered user contacts support, ask them to have a registered enterprise user confirm the request or CC them on the thread.

"We are unable to locate your user account on our platform, please send an email from your account which is registered on BitGo." (ticket #81525)

"I have updated the email. Let me know if you don't receive an invite to the platform." (ticket #81525)

Scenario: invitation-meeting-chetankumar-meet#2fa-reset-via-video-call

Trigger: Customer's account is frozen due to failed 2FA attempts or lost 2FA device, and they have explicitly confirmed they need a video verification call to reset 2FA.

Signals: 2FA reset, account frozen, two-factor authentication, frozen account, video ID verification, Google Authenticator

Steps:

  1. Confirm that the customer has explicitly stated the purpose of the call is a 2FA reset. Do not apply these steps if the reason for the call has not been specified — ask the customer to clarify first.
  2. Before scheduling the call, request the date of the customer's BitGo email verification (ask them to search for "Your BitGo Email Verification" in their inbox) to verify account ownership.
  3. Once ownership is confirmed, ask the customer for multiple available time slots and their local timezone.
  4. Schedule the video verification call and share the Google Meet link directly in the ticket thread.
  5. During the call, verify the customer's government-issued photo ID. Confirm face and name match.
  6. After successful verification, complete the 2FA reset.
  7. Send the customer the following post-reset instructions:
    • Download Google Authenticator from the App Store or Google Play Store.
    • On the BitGo login page, enter email and password. When prompted for a code, select "Reset 2FA."
    • Open Google Authenticator, tap the "+" icon, select "Scan a QR code" to scan the code on screen.
    • Name the code (e.g., "BitGo Account") in the "2FA Label" section. Enter the current 6-digit code from the app into the "2FA Code" box.
    • Click "Continue" to finish. Codes refresh every 30 seconds; use the most recent code shown.

Notes: If the customer's photo ID details (e.g., expiry date) are blurry during the call but face and name match, escalate the recording to a senior team member for review before proceeding with the reset. If the call falls outside the primary agent's working hours, hand off to a colleague in the appropriate timezone.

"We've 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." (ticket #323048)

"Before we can initiate the manual 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)" (ticket #259917)

Scenario: invitation-meeting-chetankumar-meet#gas-tank-token-recovery

Trigger: Customer accidentally sent tokens (e.g., USDC) to their Ethereum gas tank address instead of their wallet address and needs recovery assistance.

Signals: gas tank, wrong address, USDC, ETH gas tank, token recovery, sent to gas tank

Steps:

  1. Confirm with the customer that the funds were sent to the gas tank address (not a third-party address).
  2. Collect the following information:
    • Enterprise Name
    • Enterprise ID
    • Enterprise Email
    • ETH Gas Tank Balance
    • ETH Gas Tank Address
    • Destination Address
    • Amount (coin and quantity)
  3. Schedule a video verification call using the Calendly link. The customer must verify all the above information during the call with a government-issued photo ID.
  4. Once verification is complete, BitGo support will transfer the funds from the gas tank to the provided destination address.

Notes: This process requires a video verification call regardless of the amount involved.

"If you wish to recover USDC from your gas tank then you have to schedule a video verification call with and have to verify the below mentioned information. Once all the information will be verified we will transfer your funds from your gas tank to the provided destination address." (ticket #29346)

Scenario: invitation-meeting-chetankumar-meet#recurring-meeting-organizer-change

Trigger: Customer has a recurring weekly video verification meeting but the original BitGo organizer is no longer with the company, causing confusion about meeting links or availability.

Signals: recurring meeting, organizer left, Chetankumar Prajapati, chetankumarprajapati@bitgo.com, weekly call, no longer with BitGo

Steps:

  1. Inform the customer that the previous organizer is no longer with BitGo.
  2. Provide an ad-hoc Google Meet link for the immediate call need.
  3. Collect the email addresses of all participants who should be on the new recurring invite.
  4. Set up a new recurring video verification meeting with the current support team as organizer.
  5. For the immediate request, ask the customer for the Wallet/Enterprise IDs or Policy IDs needing action and proceed with verification.

Notes: Clients such as those with recurring weekly verification calls for cold withdrawal authorization may not be aware of personnel changes. Proactively update recurring invites when agent transitions occur.

"Chetan has decided to move on from Bitgo and is no longer with our org. Lets setup a new meeting for this. Can you provide the email addresses of people to include on the new invite?" (ticket #274741)

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