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General Support Requests: Account Access, Errors, and Common Contact Issues

General Support Requests: Account Access, Errors, and Common Contact Issues

Problem

Customers frequently contact support@bitgo.com with a wide range of issues including inability to access their BitGo accounts (frozen accounts, forgotten passwords, 2FA failures), UI error messages containing ErrorIDs, registration problems, scam/fraud reports, wallet visibility issues, withdrawal policy denials, and general platform questions. These tickets often arrive with minimal detail, requiring agents to triage the request, verify the customer's identity and account existence, and route to the appropriate resolution path.

Diagnostics

  • Verify account existence: Search for the customer's email address in the admin tool. Confirm whether an account is registered under the email they are contacting from. If no account is found, the customer may be using an unregistered email or may not have a BitGo account at all.
  • Check account status: Determine whether the account is active, frozen, or locked. Frozen accounts are typically caused by too many failed 2FA or login attempts, email compromise, or compliance holds.
  • Identify the product context: Determine if the customer is a self-managed (PayGo/Go) user, an enterprise/institutional user, or an FTX creditor. FTX creditor accounts are created through specific onboarding flows and have distinct KYC requirements.
  • Request screenshots and wallet ID when the issue is unclear: If the customer's report is vague or lacks enough detail to diagnose, always ask for relevant screenshots and the wallet ID before attempting to investigate further. A wallet ID is required to look up wallet type, balance, and status in the admin tool. Without these details, the issue cannot be properly assessed.
  • Check wallet type: Identify whether the customer has a Go wallet, a self-managed hot wallet, or an enterprise custody wallet. Go wallet users have specific withdrawal whitelist requirements and KYC flows that differ from other wallet types.
  • Check Enterprise KYC status: In addition to checking whether KYC is pending or approved, explicitly check whether the customer's Enterprise KYC has been rejected. A rejected Enterprise KYC will block account functionality and must be investigated with the compliance team. Do not assume KYC is merely pending — look up the actual status in the admin tool and Persona dashboard and communicate it to the customer in your first response.
  • Review error details: If the customer provides an ErrorID (e.g., bg-ui-ed4baf892615255dace337713c48b29b), check internal logs. UI errors prefixed with bg-ui- are typically transient browser or session issues.
  • Check for policy denials: If the customer reports an ApiResponseError with "You have been denied by a policy," check whether the destination address is whitelisted and whether the enterprise has applicable withdrawal policies.
  • Check wallet permissions: If the customer cannot see assets on an enterprise, verify whether the user has been granted at least Viewer permissions on the relevant wallets, or whether the enterprise setting "Users can view all wallets" is enabled.
  • Assess for scam indicators: If the customer references being asked to send money to individuals (e.g., claiming to be BitGo staff), references packages, or describes scenarios inconsistent with BitGo's services, treat as a potential scam victim.
  • Check KYC/onboarding status: For FTX creditors, verify whether KYC has been approved and whether the account was created through the correct onboarding flow (via https://claims.ftx.com/welcome or https://www.bitgo.com/ftx-digital/).

Resolution

Scenario: my-bitgo-supportbitgocom-contact#account-frozen-2fa-reset

Trigger: Customer reports their BitGo account is frozen, typically due to repeated failed 2FA or login attempts.

Signals: frozen, account frozen, unfroze, unfreeze, 2FA, two-factor, locked out, too many failed attempts, needs unlock

Steps:

  1. Confirm the account exists and is frozen in the admin tool.
  2. Request ownership verification from the customer. Required information:
    • Date of BitGo email verification (customer should search inbox for an email titled "Your BitGo Email Verification"). Request the date in DD/MM/YYYY or mm--dd--yyyy format.
    • 3 transaction hashes (TXIDs) either to or from their wallet. If the customer has no TXIDs, they must contact the exchange where they first received their crypto to obtain them.
    • Wallet balance in cryptocurrency (with the wallet name).
    • Alternatively, accept the first 8 characters and last 8 characters of the BitGo Public Key from the customer's keycard, along with the wallet name.
  3. If the customer has no wallets, only the date of email verification is required.
  4. Validate the provided information against internal records.
  5. If verification succeeds, perform the manual 2FA reset and unfreeze the account.
  6. Instruct the customer to log back in and reconfigure their 2FA.
  7. If verification fails (e.g., date does not match), inform the customer that the provided information does not match and request they recheck.

Notes: BitGo does not offer phone or chat support — all verification is conducted via email. For email compromise cases, a video ID verification call may be required (see email change scenario). PayGo users cannot change their email address.

"BitGo froze your account due to too many failed attempts to reset your 2FA. Before we can initiate the manual reset, we need to verify your ownership of the wallet." "To help unfreeze or reset 2FA for your account, please provide the following: The date of your BitGo email verification. You can usually find this by searching your inbox for an email titled 'Your BitGo Email Verification.' Your BitGo Go Account wallet balance." "We 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."

Scenario: my-bitgo-supportbitgocom-contact#no-account-found

Trigger: Customer contacts support but no account is registered under the email address they are writing from.

Signals: unable to locate, no account, not found, did not match anything, unregistered email, different email

Steps:

  1. Search for the customer's email in the admin tool.
  2. If no account is found, inform the customer: "We are unable to locate your user account on our platform, please send an email from your account which is registered on BitGo."
  3. Ask the customer to confirm whether they may have registered under a different email address.
  4. Confirm the official login URL: https://app.bitgo.com/web/auth/login and the official domain: https://www.bitgo.com/.
  5. Remind the customer that BitGo provides support exclusively via email — no phone support or online chat.

Notes: If the customer references a mobile app, confirm the official app links: Apple App Store (https://apps.apple.com/us/app/bitgo/id1608937235), Google Play Store (https://play.google.com/store/apps/details?id=com.bitgo.mobile&hl=en_US). The mobile app is available only for Institutional (enterprise) users and is not a full version of the site.

"It appears that we don't have an account registered under this email address in our system. Is it possible that you have an account with us under a different email? If so, please reach out to us using that email address." "Please note that we currently provide support exclusively via email. We do not have a phone support line or online chat support."

Scenario: my-bitgo-supportbitgocom-contact#ui-error-id

Trigger: Customer reports a UI error with an ErrorID string (e.g., bg-ui-...) when attempting to log in or perform an action.

Signals: ErrorID, bg-ui-, Authentication Error, needs unlock, unexpected error, ApiResponseError

Steps:

  1. Ask the customer to completely close out their browser and refresh their login.
  2. Recommend clearing all browser cache and browsing history for all time, then quit and restart the browser.
  3. If the issue persists, ask the customer to try again using an incognito window.
  4. For best results, recommend performing these steps on a laptop or desktop using Google Chrome.
  5. If the error continues after these steps, request a full-window screenshot of the error and a description of the actions being taken when the error occurs.
  6. If the ErrorID persists, escalate to engineering with the full ErrorID string.

Notes: ErrorIDs prefixed with bg-ui- are typically session or browser-related. Errors containing "Authentication Error needs unlock" may overlap with the frozen account scenario.

"Can you please completely close out your browser and refresh your login? If this error continues, please tell us a little more about the actions you are taking when you are experiencing this?" "For the best results, we recommend performing these on a laptop or desktop using Google Chrome: Completely log out of your BitGo account. Clear your browser's cache and Browse history for all time, then quit and restart your browser."

Scenario: my-bitgo-supportbitgocom-contact#policy-denial-withdrawal

Trigger: Customer receives an ApiResponseError stating "You have been denied by a policy" with an evaluation ID when attempting a withdrawal.

Signals: ApiResponseError, denied by a policy, evaluation ID, withdrawal, whitelist, destination tag

Steps:

  1. Confirm the customer is using a Go account.
  2. Instruct the customer to ensure the destination address is whitelisted in the "Whitelist" tab of their Go account.
  3. If the destination address requires a destination tag (e.g., XRP), the tag must be included when adding the address. For example, format as: r3ZDszz2ieaVjCPxGjMjJWrjVaxQxHgf1o?dt=123.
  4. Once the address is successfully whitelisted, the customer should be able to proceed with the withdrawal.

Notes: This applies to Go account withdrawals. Enterprise wallets may have different policy configurations managed by the enterprise admin.

"To withdraw from your Go account, please ensure that the destination address is whitelisted in the 'Whitelist' tab of your Go account. If the address requires a destination tag, be sure to include it when adding the address to the whitelist."

Scenario: my-bitgo-supportbitgocom-contact#wallet-visibility-permissions

Trigger: A user on an enterprise account cannot see any assets or wallets after logging in.

Signals: can't see assets, no assets, wallet not visible, viewer permissions, enterprise, Users can view all wallets

Steps:

  1. Verify that the user's account exists and is associated with the enterprise.
  2. Check whether the enterprise has "Users can view all wallets" enabled.
  3. If not enabled, the user must be granted at minimum Viewer permissions on each wallet they need to see.
  4. Instruct the enterprise wallet admins to invite the user to the relevant wallets.
  5. The invitation is sent by the wallet admin through the BitGo platform — the user does not receive an external email invitation; they should check for pending invites on the platform (bell icon).

Notes: This is an enterprise admin action, not something BitGo support performs directly. Support should guide the admin on the required steps.

"To be able to see the assets on an Enterprise, the user must either have at minimum Viewer permissions on all the wallets or the Enterprises must be set to allow all users to view all wallets. We do not show 'Users can view all wallets' as enabled." "Please have wallet admins invite [the user] to any wallets they should have access to. Currently we see they have no permissions on any wallets on our platform."

Scenario: my-bitgo-supportbitgocom-contact#api-key-not-found-new-user

Trigger: An enterprise admin receives an "ApiResponseError key not found" error when trying to add a newly invited user to a wallet.

Signals: ApiResponseError, key not found, new user, registration incomplete, enterprise

Steps:

  1. Confirm that the user being added has been invited to the enterprise.
  2. Instruct the admin to have the new user log in to the BitGo platform to complete their account setup, including configuring 2FA.
  3. Once the user's setup is complete, the admin should retry adding them to the wallet.

Notes: This error specifically means the target account has not completed their account setup (including key generation). It is not a platform-wide issue.

"This error usually means the account you are trying to add has not completed their account set up. Hence, please have the user log in to BitGo platform to complete his set up and configure his 2FA, and then try to add him to the wallet again."

Scenario: my-bitgo-supportbitgocom-contact#scam-fraud-report

Trigger: Customer describes being asked to send money to individuals claiming to be BitGo staff, or describes a scenario inconsistent with BitGo's actual services (packages, profit payouts, etc.).

Signals: scam, fraud, profit, package, Mr, pay, hacked, stolen, send money, Mike belshe

Steps:

  1. Verify whether the customer has an account on the BitGo platform.
  2. Inform the customer clearly: "You are being scammed by people pretending to be with our organization."
  3. Advise the customer: "A member of BitGo will not contact you outside of the BitGo domain."
  4. Direct the customer to file a complaint with the FBI Internet Crime Complaint Center at https://www.ic3.gov/.
  5. Encourage the customer to contact their local law enforcement agencies.
  6. State that BitGo will comply with law enforcement agencies to provide information to help further investigations.
  7. Do not engage further with repeated requests for fund recovery — BitGo cannot recover funds sent to scammers.

Notes: If the customer continues to reopen tickets after being informed, agents may need to add their email to a block list per established procedure. Handle with empathy but firmness.

"You are being scammed by people pretending to be with our organization. You need to contact your local authorities. We are unable to help you." "If you feel that you have become a victim of theft or fraud, we encourage you to file a criminal complaint with federal or local law enforcement agencies. The FBI Internet Crime Complaint Center can be found at https://www.ic3.gov/"

Scenario: my-bitgo-supportbitgocom-contact#ftx-creditor-account-setup

Trigger: An FTX creditor is unable to create their BitGo account, encounters KYC issues, or accidentally created a standard BitGo account instead of an FTX account.

Signals: FTX, creditor, Bahamas, KYC, claims.ftx.com, ftx-digital, onboarding, distribution, starter account

Steps:

  1. Verify whether the customer created a standard BitGo (Inc./starter) account instead of an FTX account.
  2. If so, instruct them: the system automatically creates an FTX Enterprise account if they start from the FTX claims page (https://claims.ftx.com/welcome) or the dedicated FTX Digital for Bahamas users page (https://www.bitgo.com/ftx-digital/).
  3. Have the customer proceed through account creation using the links above. They will be prompted to complete KYC and accept terms of service. A new FTX Enterprise account will be linked to their existing BitGo email.
  4. For KYC issues, check internal admin tools for KYC approval status. If KYC is approved, confirm to the customer that no further action is needed.
  5. For countries with restricted support (e.g., Syria), inform the customer that BitGo cannot proceed with their application for that jurisdiction. In some cases, internal teams may make changes to allow resubmission with updated citizenship documentation — escalate to the Trust team if warranted.
  6. Direct FTX creditors to the FAQ: https://www.bitgo.com/ftx-faq.

Notes: FTX creditor-related tickets should be sent to ftxcreditors@bitgo.com. Belarus is supported for FTX KYC. Syria is not supported. If a creditor's KYC is already approved, confirm and close.

"We've noticed you created a (BitGo Inc. or starter) account instead of an FTX account. No worries, our system automatically creates an FTX Enterprise account if you start from the FTX claims page (https://claims.ftx.com/welcome) or the dedicated FTX Digital for Bahamas users page (https://www.bitgo.com/ftx-digital/) even if you already have a BitGo account with the same email address." "This is to inform you that KYC for your BitGo-FTX account under (email of cust) is approved and no further action is required at this point."

Scenario: my-bitgo-supportbitgocom-contact#email-change-request

Trigger: Customer requests a change of the email address associated with their BitGo account.

Signals: email change, change email, update email, hacked email, lost email access, email compromised

Steps:

  1. If the customer is a PayGo user: inform them that "Change of Email address is not supported for PayGo users."
  2. If the customer is an enterprise/FTX user and reports email compromise: a. Freeze the account immediately for security. b. Schedule a video ID verification call. Ask the customer for their availability (multiple time slots) and time zone. c. During the video call, verify the customer's identity using a valid government-issued photo ID. d. After successful verification, coordinate with the Trust/internal team to update the email address in the enterprise owner/primary contact record and remove the compromised email from the enterprise.
  3. If the customer's email provider has blocked their email (not a hack), advise them to contact their email domain support team for reinstatement — BitGo cannot assist with external email provider issues.

Notes: For FTX creditors who need an email change, they must also change their email with FTX first and then confirm back with BitGo support.

"Change of Email address is not supported for PayGo users." "For security purpose, we've frozen BitGo account [EMAIL]. To proceed with verifying your authenticity and assist you further, we need to schedule a video ID verification call."

Scenario: my-bitgo-supportbitgocom-contact#password-reset

Trigger: Customer has forgotten their login password and cannot access their account.

Signals: forgot password, forgotten login, can't login, password reset, forgotten details

Steps:

  1. Direct the customer to the password reset page: https://app.bitgo.com/web/auth/forgot-password/recover-password.
  2. Instruct them to follow the instructions sent to their registered email.

Notes: If the customer also cannot access their registered email, this becomes an email change scenario. If password reset triggers 2FA issues, see the frozen account / 2FA reset scenario.

"Please reset your password here - https://app.bitgo.com/web/auth/forgot-password/recover-password and follow the instructions sent to your email."

Scenario: my-bitgo-supportbitgocom-contact#report-download-failure

Trigger: Customer is unable to download transaction reports from the BitGo platform.

Signals: report, download, transaction history, report download, scheduled state, queue

Steps:

  1. Ask the customer to clear all browser cache, update their browser to the latest version, and retry the report download.
  2. If the issue persists, escalate to engineering. Past incidents have been caused by database connection saturation when the system:default queue was congested, leaving download tasks in a "scheduled" state without processing.
  3. Engineering can verify by performing test report downloads for the customer's portfolio.
  4. Inform the customer that report downloads typically complete within 5-6 minutes under normal conditions.

Notes: This issue was previously linked to a platform migration and increased task scheduling. It may be transient.

"This issue likely happed in last couple o weeks because we were having a significant increase on scheduling the tasks in the past week. The tasks caused the DB connection to max out which could block the transaction report download. So the download task is remained in a scheduled state and not been processed."

Scenario: my-bitgo-supportbitgocom-contact#security-freeze-trade-activity

Trigger: BitGo's compliance or security team has placed a temporary freeze on an enterprise due to suspicious trade activity.

Signals: security freeze, trade activity, compliance, video call, government-issued ID, temporary freeze

Steps:

  1. The customer will have been notified that a temporary security freeze has been placed on their enterprise.
  2. A video verification call is required to lift the freeze. The customer must have a valid, government-issued photo ID available.
  3. Coordinate scheduling the video call — provide the customer with a Google Meet link and time.
  4. Once verification is completed successfully, the freeze can be lifted by the compliance/security team.

Notes: This is initiated by BitGo's internal security team, not by customer request. The agent's role is to facilitate the scheduling and verification process.

"We are reaching out to you regarding recent trade activity associated with your account. To ensure the security of your assets and discuss the details of these transactions, we need to schedule a brief video call. Please note that we have placed a temporary security freeze on this enterprise at this time. Completing the verification call is a necessary step to lift this freeze."

Related

  • go-network-overview — Go account withdrawal whitelist and destination tag requirements
  • bitcoin-transactions — Wallet deposit/withdrawal flows and transaction monitoring
  • allocate — Go Network OES partner context for enterprise trade activity questions