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Mt. Gox Rehabilitation Repayment — BitGo Account Setup and Troubleshooting

Mt. Gox Rehabilitation Repayment — BitGo Account Setup and Troubleshooting

Problem

Mt. Gox creditors who selected BitGo as their designated cryptocurrency exchange for rehabilitation repayments frequently encounter issues setting up or configuring their BitGo accounts. Common problems include: having a Starter account instead of the required Trust account, KYC delays or pending reviews, inability to receive verification/password-reset emails, entity mismatches between BitGo Trust Company Inc. and BitGo New York Trust Company LLC, wallets created under the wrong enterprise or of the wrong type (self-managed vs. qualified custodial), and confusion about which Enterprise ID, BTC Wallet ID, and BCH Wallet ID to register on the MtGox Online Rehabilitation Claim Filing System at https://claims.mtgox.com/. These issues result in "Failure of Confirmation" notices from the MtGox Rehabilitation Trustee, blocking cryptocurrency repayment.

Diagnostics

  • Identify the user's account and enterprises: Look up the customer's email in the admin tool. Check how many enterprises exist under the account (e.g., a personal/Starter enterprise AND a dedicated "– MtGox" Trust enterprise). Note the enterprise names, IDs, entity type (BitGo Trust vs. BitGo Inc vs. BitGo NY Trust), and plan (e.g., mt-gox-default-pricing-plan).
  • Check enterprise KYC status: For each enterprise, verify the Organization KYC status. Common states: approved, pending, created (not yet started). If pending, check Persona for the case status (e.g., https://app.withpersona.com/dashboard/cases/).
  • Check individual KYC status: Confirm whether the user's personal KYC is separate from the organization/enterprise KYC. Both may be required.
  • Determine account type: Confirm whether the user's MtGox-linked enterprise is a Trust enterprise (required) or a Starter enterprise (will be rejected by the Trustee). The enterprise name usually contains "– MtGox" for Trust accounts created by BitGo for this purpose.
  • Check entity assignment: Confirm whether the enterprise is under "BitGo Trust Company, Inc." or "BitGo New York Trust Company LLC." NY residents require BitGo NY Trust. Verify the entity shown in Account Settings matches what the customer filed on https://claims.mtgox.com/.
  • Check wallet types: Verify whether the wallets created under the MtGox enterprise are Qualified Custodial wallets (required) or self-managed/hot wallets (will not work for MtGox disbursement).
  • Check email verification status: In the admin tool, verify whether the user's email is verified (bga user setemail -e <email> -v 1 was used in at least one case to force-verify an unverified email).
  • Check for Bitcoin Builder claims: Determine if the customer came through the Bitcoin Builder channel (requires signup via https://go.bitgo.info/bitcoin-builder-welcomes-you-to-bitgo) or is a direct MtGox creditor.
  • Check Kibana for email delivery: If the customer reports not receiving emails, search Kibana (https://kibana.bitgo-int.com/) for the email address to confirm whether password reset or verification emails were sent.
  • Check the MtGox Slack channel: For escalations, check #mt-gox Slack channel for prior discussions about the customer's enterprise or any known issues.
  • Check for "Go Account" activation (MGIF investors): MGIF (Mt Gox Investment Fund) LP investors have a different flow requiring "Go Account" activation upon login. Confirm the customer's onboarding path.

Resolution

Scenario: mtgox-gox-mt-trust#starter-to-trust-upgrade

Trigger: The MtGox Trustee sends a "Failure of Confirmation" email stating the customer's BitGo account is a Starter account, not a Trust account.

Signals: Starter account, Trust account, Failure of Confirmation, convert your Starter account, inadvertently registered, not a Trust account

Steps:

  1. Log in to the admin tool and confirm the customer has both a Starter enterprise and a separate "– MtGox" Trust enterprise (e.g., "John Doe – MtGox").
  2. If the MtGox Trust enterprise already exists, instruct the customer to:
    • Navigate to https://app.bitgo.com/web/auth/login.
    • Log in with existing credentials (use "Forgot Password" if needed via https://app.bitgo.com/web/auth/forgot-password/recover-password).
    • In the top right, open the dropdown and click on the new "– MtGox" enterprise.
    • Follow the on-screen instructions to complete KYC for the new Trust account.
    • Wait for a DocuSign agreement via email and sign it.
  3. If the MtGox Trust enterprise does not exist, escalate to the Product Ops / MtGox internal team via the #mt-gox Slack channel to have a Trust enterprise created for the customer.
  4. Once KYC is approved and agreements are signed, instruct the customer to create Qualified Custodial wallets (BTC and BCH) under the MtGox Trust enterprise.
  5. The customer must then update the following fields on the MtGox System at https://claims.mtgox.com/:
    • BitGo Enterprise ID (from the Trust enterprise)
    • BitGo BTC Wallet ID
    • BitGo BCH Wallet ID
  6. The customer may continue to use their Starter enterprise for any other activity.

Notes: BitGo sent a mass email on February 6, 2024, titled "Important update regarding your Mt. Gox bankruptcy claim and disbursement" to affected creditors who inadvertently registered for Starter accounts. The original deadline cited was February 27, 2024, but subsequent MtGox Trustee deadlines have varied (e.g., March 5, 2024; September 1, 2024). The KYC submission deadline and the MtGox information update deadline are separate — the BitGo deadline is for KYC submission only.

"We see you already have the new enterprise created for MtGox, when you log into the bitgo account, click on the new enterprise named Joel Cettina - MtGox, fill in the needed kyc details if haven't done yet." "We see you have 2 enterprises, including your Mt Gox claimant Trust account... Enterprises: 63b56983f54d120007f1a3fc957c5a95 Trent Park / 65c24b083880eb0e40a7128b7e034ba8 Trent Park - MtGox. You can toggle between these 2 enterprises in the web UI near the top right corner." "Please create new BTC and BCH custodial wallets in your enterprise and share those wallet IDs with MtGox team."

Scenario: mtgox-gox-mt-trust#kyc-pending-review

Trigger: Customer's MtGox Trust enterprise KYC status shows "pending" or the dashboard displays "We will contact you soon — Your application has been completed. Our team will contact you soon with next steps."

Signals: KYC pending, We will contact you soon, application completed, compliance review, six months, cases.withpersona.com

Steps:

  1. Verify in the admin tool and Persona that the customer's KYC submission has been received and is in the review queue.
  2. Inform the customer that their KYC submission has been received and no further action is required from them at this time.
  3. Explain that due to exceptionally high volume of customer claims, the KYC process for institutional (Trust) customers may extend beyond the typical timeframe, possibly exceeding six months.
  4. Advise that if additional information is needed, the compliance team will contact them via email from a @cases.withpersona.com domain. They should check spam/junk folders.
  5. Clarify that the deadline referenced by BitGo or MtGox is for KYC submission, not KYC approval. If they have already submitted, no further action is needed.
  6. If the customer has an urgent MtGox Trustee deadline, escalate via the #mt-gox Slack channel to request prioritization from the compliance team.

Notes: This is the highest-volume scenario. Many customers submit KYC and immediately worry about the "We will contact you soon" message. The standard response is to reassure them that submission = meeting the deadline.

"Due to the exceptionally high volume of customer claims, the KYC process for institutional customers may extend beyond the typical timeframe, possibly exceeding six months. Rest assured, we have received all the necessary documents from your end. Our compliance team is diligently reviewing the details provided and will reach out to you if further clarification is required." "Please note that the deadline is for KYC submission only which you had already completed."

Scenario: mtgox-gox-mt-trust#entity-mismatch-trust-vs-ny-trust

Trigger: The MtGox Trustee rejects the account because the customer selected "BitGo Trust Company, Inc." on the MtGox System but is actually a client of "BitGo New York Trust Company LLC" (or vice versa), or the BitGo account settings show the wrong entity.

Signals: BitGo NY Trust, BitGo Trust Company Inc, entity mismatch, New York resident, BitGo New York Trust Company LLC, non-matching entity, CSA

Steps:

  1. Confirm the customer's state of residence. New York residents require the "BitGo New York Trust Company LLC" entity.
  2. Check the enterprise's entity assignment in the admin tool. The Account Settings page shows "BitGo Entity: BitGo Trust" or similar.
  3. If the entity is incorrect for the customer's jurisdiction:
    • Escalate via the #mt-gox Slack channel to have the entity corrected.
    • A new Custodial Service Agreement (CSA) for the correct entity (e.g., BitGo NY Trust) may need to be sent to the customer via DocuSign.
  4. Confirm with the internal team whether the Enterprise ID and wallet IDs will remain the same after the entity change, or if new ones are needed. (In at least one case, support confirmed the customer would not need a new Enterprise ID or BTC/BCH Wallet IDs after signing a new CSA.)
  5. Instruct the customer to update the cryptocurrency exchange selection on the MtGox System at https://claims.mtgox.com/ to match the corrected entity name exactly.

Notes: The entity displayed in BitGo Account Settings under the Enterprise information may not immediately update after a CSA change. This can cause customer anxiety about a recurring mismatch. Escalate to engineering if the UI display does not reflect the corrected entity. Some customers originally signed up under BitGo NY Trust but were placed under the non-NY entity, requiring a CSA re-signing.

"I am a New York resident, so I signed up for BitGo NY Trust, however BitGo initially put my account under its non-NY entity, which meant my information on file with MtGox didn't match the entity on my signed BitGo custodial service agreement." "You have selected BitGo Trust Company, Inc. on the System, but you are client of BitGo New York Trust Company LLC, not BitGo Trust Company, Inc. Therefore you need to select BitGo Trust Company, Inc. on the System again."

Scenario: mtgox-gox-mt-trust#wrong-wallet-type

Trigger: The customer created self-managed/hot wallets instead of Qualified Custodial wallets under their MtGox Trust enterprise, or created wallets under the wrong (Starter) enterprise.

Signals: self-managed, hot wallet, not custodial, Qualified Custodial, wrong enterprise, create custodial wallet, upfront payment

Steps:

  1. Confirm in the admin tool which enterprise the customer's wallets reside on and what wallet type they are (self-managed vs. custodial).
  2. If wallets are on the Starter enterprise, instruct the customer to switch to their "– MtGox" Trust enterprise and create new wallets there.
  3. When creating wallets, the customer must select Custody (Qualified Custodial) wallet type, not self-managed hot wallet.
  4. If the customer sees an error about needing to "pay an upfront payment" when trying to create a custodial wallet, escalate to the billing team or the #mt-gox Slack channel. In some cases, BitGo fixed this on the backend to allow wallet creation.
  5. If the customer cannot see the option to create a "Custody" wallet, advise them to switch to "classic view" first by choosing the Profile Logo in the upper right corner and selecting "Switch to Classic View".
  6. After creating the correct wallets, the customer must update their wallet IDs on the MtGox System at https://claims.mtgox.com/. If the MtGox deadline to change information has passed, advise the customer to contact the Trustee directly via the inquiry form at https://claims.mtgox.com/faq.

Notes: The wallets used for the Mt Gox disbursement must be Qualified Custodial wallets. Self-custodial/hot wallets will not work. The customer needs one wallet per coin (BTC and BCH).

"We are showing the two wallets on your Mt Gox Enterprise are not custodial. The wallets used for the Mt Gox disbursement need to be custodial wallets. You will need to create new Custodial Wallets on the Mt Gox Enterprise." "Once this is completed, you should receive an Agreement Docusign to complete. From there, you will want to create Qualified Custodial Wallets for the coins you will be receiving. After, you will need to communicate those wallets and receive addresses to the Trustees." "For this, you may need to switch to class view first by choosing the Profile Logo in the upper right corner and choose 'Switch to Classic View'."

Scenario: mtgox-gox-mt-trust#account-creation-issues

Trigger: Customer cannot create a BitGo account, cannot receive verification or password reset emails, or encounters errors during signup for the Mt. Gox distribution.

Signals: can't open account, verification email, password reset, An error occurred, email unverified, Bitcoin Builder, signup link

Steps:

  1. Search Kibana (https://kibana.bitgo-int.com/) for the customer's email address to confirm whether verification or password reset emails were sent.
  2. If emails were sent, advise the customer to check spam, promotions, and other filtered folders.
  3. If the customer's email is showing as unverified in the admin tool, use the admin CLI to force-verify: bga user setemail -e <email> -v 1 (this will require a password reset).
  4. After email verification, direct the customer to reset their password at https://app.bitgo.com/web/auth/forgot-password/recover-password.
  5. If the customer signed up with a regular BitGo account but needs a Bitcoin Builder claim account, they need to sign up via: https://go.bitgo.info/bitcoin-builder-welcomes-you-to-bitgo. If they already have a BitGo account and cannot use that link, escalate to Product Ops to have a Bitcoin Builder enterprise created under their existing account.
  6. For new Mt. Gox creditor signups (post-2025), the dedicated signup link is: https://app.bitgo.com/web/auth/signup?templateId=67eecb356ece85d84520cb6bd9786462&source=mtgox
  7. If the customer sees "invalid enterprise id: personal" after login, this typically means they need the MtGox enterprise created — escalate to Product Ops.

Notes: At various points BitGo was no longer accepting new Mt. Gox signups, but this changed. As of the latest tickets, a new landing page/signup link was created for Mt. Gox signups. Always check the #mt-gox Slack channel for the current status of new registrations.

"For Bitcoin builder claim account, you will need to sign up via this link - https://go.bitgo.info/bitcoin-builder-welcomes-you-to-bitgo" "Our team is working on a new landing page for use with Mt Gox signups. We will follow up with you once it is ready for use." "This link should work for your use: https://app.bitgo.com/web/auth/signup?templateId=67eecb356ece85d84520cb6bd9786462&source=mtgox"

Scenario: mtgox-gox-mt-trust#name-mismatch

Trigger: The MtGox Trustee rejects the account with "Non-matching Name: Your name registered on the System differs from that registered with BitGo."

Signals: Non-matching Name, name differs, creditor name, name mismatch

Steps:

  1. Ask the customer to confirm the exact name registered on the MtGox System and the name on their BitGo account.
  2. Check the customer's BitGo enterprise name and KYC records for any discrepancies (e.g., missing middle name, abbreviated first name, reversed first/last name).
  3. If the name on BitGo is incorrect, the customer may need to update their KYC documents or BitGo can potentially update the enterprise name on the backend — escalate to the compliance team.
  4. If the name on the MtGox System is incorrect, advise the customer to change their Creditor Name on the MtGox System. Per MtGox instructions: "You can change your Creditor Name on the System. For details, please see 'I would like to change the creditor name.' accessible by clicking 'Others' in the 'FREQUENTLY ASKED QUESTIONS (FAQ)'."
  5. BitGo cannot make changes on the MtGox platform — direct the customer to https://claims.mtgox.com/faq for MtGox-side changes.

Notes: Name mismatches are one of the most common rejection reasons alongside Starter/Trust issues. Both may appear simultaneously in the same rejection email from the Trustee.

Scenario: mtgox-gox-mt-trust#mtgox-deadline-passed-cannot-update

Trigger: The customer's MtGox deadline to update Enterprise ID or wallet information has passed, and they cannot make changes on the MtGox System.

Signals: deadline passed, cannot change, cannot update, MtGox closed, information update, system closed

Steps:

  1. Confirm that the customer's BitGo Trust enterprise and KYC are fully approved and custodial wallets have been created.
  2. BitGo cannot update information on the MtGox platform on behalf of the customer. Advise the customer to contact the MtGox Trustee directly via the inquiry form at https://claims.mtgox.com/faq to request an exception or extension.
  3. If the customer's BitGo account information (Enterprise ID, wallet IDs) was already communicated to MtGox before the deadline, confirm those details match the Trust enterprise. In some cases, support confirmed: "Your enterprise and wallets will remain the same."
  4. If the Trustee opens a new window for changes (this has happened periodically), inform the customer to update immediately.
  5. For cases where BitGo committed to notifying MtGox (e.g., after payment of invoices or signing of agreements), escalate via the #mt-gox Slack channel to confirm BitGo has communicated the updated information to the Trustee.

Notes: BitGo does not have access to the MtGox platform and cannot make changes there. The Trustee has periodically reopened windows for creditors to update their exchange information. Always direct MtGox platform questions to https://claims.mtgox.com/faq.

"We are not able to advise on Mt Gox platform. Please check https://claims.mtgox.com/faq and contact them directly if required."

Scenario: mtgox-gox-mt-trust#2fa-reset-for-mtgox-users

Trigger: Customer cannot log in to complete KYC or manage their MtGox enterprise because they have lost access to their 2FA method.

Signals: 2FA, two-factor authentication, cannot login, Google Authenticator, 2FA reset, video conference, Calendly

Steps:

  1. Request the following verification information from the customer:
    • Date of BitGo email verification (search for "Your BitGo Email Verification" in inbox)
    • 3 transaction hashes either to or from their wallet (if the wallet has no transactions, the customer should state this)
    • Wallet balance
  2. If the wallet has no transactions (common for MtGox accounts that have not yet received funds), note this and proceed.
  3. If verification information matches records, complete the 2FA reset.
  4. If the customer cannot be verified via the above method, schedule a video conference for identity verification using: https://calendly.com/bitgo-client-delivery/videoid. The customer should reference their ticket number when scheduling and have government-issued photo ID ready.
  5. After 2FA reset, instruct the customer to log in and set up 2FA again, then proceed with any pending KYC or wallet creation steps.

Notes: Many MtGox users created accounts long ago and have since lost access to their 2FA app. Since their wallets often have zero transactions and zero balance, the standard 3-TXID verification may need to be adapted.

"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. Please be ready to provide your government issued photo ID during this meeting. Please reference ticket #00287529 when scheduling."

Scenario: mtgox-gox-mt-trust#mgif-lp-onboarding

Trigger: Customer is an MGIF (Mt Gox Investment Fund) LP investor directed by SEI Alternative Investment Fund Services to set up a BitGo custody account via a specific link.

Signals: MGIF, Mt Gox Investment Fund, Fortress, SEI Alternative, Go Account, mtgox-mgif, go.bitgo.info

Steps:

  1. MGIF investors should sign up via https://go.bitgo.info/mtgox-mgif. If the link does not generate a follow-up email or the account is not created, escalate to the MtGox/MGIF internal team.
  2. If the customer filled out the form but did not receive a follow-up email, verify the email address they used and check if an account exists in the system.
  3. If no account exists, have the compliance team generate a custom onboarding link for the customer.
  4. MGIF investors may need to activate a "Go Account" by logging in. Go Accounts are automatically activated upon login.
  5. After login, the customer needs to provide their "Go Account ID" back to the MGIF team (not to BitGo support).
  6. Segregated BTC wallets may have already been created by the BitGo team for MGIF accounts. Confirm this before asking the customer to create new wallets.

Notes: MGIF is a separate onboarding channel from direct MtGox creditors and Bitcoin Builder claimants. The MGIF flow involves partnership with Fortress and SEI. The distribution process involves both BTC and cash delivered to the "Go Account" wallet.

"Dear Mt Gox Investment Fund LP Investor, The Mt Gox Trustee recently confirmed that the estate is planning to make distributions to creditors in 2024. You must set up a custody account at BitGo in order to receive the BTC component of your distribution. MGIF has partnered with BitGo for LPs to establish custody accounts free of charge."

Scenario: mtgox-gox-mt-trust#country-licensing-restriction

Trigger: Customer resides in a country where BitGo does not have a license to offer custody, and their MtGox Trust KYC cannot be approved.

Signals: cannot assist, no license, country restriction, Japan, different provider

Steps:

  1. Confirm the customer's country of residence from their KYC submission.
  2. If BitGo does not have a license to offer custody in that country, inform the customer: "BitGo cannot assist with your Mt Gox claim as we do not have license to offer custody in your country."
  3. Advise the customer to choose a different designated cryptocurrency exchange and contact the Trustee directly at https://claims.mtgox.com/faq.

Notes: In at least one ticket, a customer residing in Japan was initially told BitGo could not assist, but was later onboarded after providing a non-Japan address. Confirm current licensing with the compliance team if the situation is ambiguous.

"We regret to inform that BitGo cannot assist with your Mt Gox claim as we do have license to offer custody in your country (Japan). Please choose a different provider, or contact the Trustee directly - https://claims.mtgox.com/faq"

Scenario: mtgox-gox-mt-trust#trustee-window-closed-new-signup

Trigger: Customer contacts BitGo wanting to sign up for Mt. Gox after the Trustee's choice window has closed, or BitGo is reportedly no longer accepting new Mt. Gox signups.

Signals: no longer accepting, closed window, new signup, too late, change distribution method

Steps:

  1. Check the #mt-gox Slack channel for the current status of new Mt. Gox registrations. The policy has changed over time.
  2. If BitGo is currently accepting new signups, provide the current signup link (as of latest tickets: https://app.bitgo.com/web/auth/signup?templateId=67eecb356ece85d84520cb6bd9786462&source=mtgox).
  3. If BitGo is not accepting new signups, inform the customer and recommend they contact the Trustee directly to see if an exception can be granted or to select a different designated exchange.
  4. If the customer has documentation showing the Trustee has allowed them to change their exchange to BitGo, escalate to the #mt-gox Slack channel with the documentation for review.

Notes: The Trustee has periodically reopened windows for creditors to change their designated exchange. BitGo's acceptance of new Mt. Gox signups has also changed over time. Always verify current policy before giving a definitive answer.

"Bitgo is no longer accepting new signups for Mt Gox." "The Mt Gox Trustee has closed the window of choice for creditors to select with company they'd like to receive their distribution through. At this time, the BitGo account you created can not be used for the purpose of receiving your claim from Mt Gox."

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