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Correcting Account Name and Enterprise Name in BitGo

Correcting Account Name and Enterprise Name in BitGo

Problem

Customers frequently discover that the name displayed on their BitGo account or enterprise does not match their full legal name as shown on government-issued ID or bank records. Common manifestations include typos, missing middle names, reversed surname/given-name order (especially with Asian naming conventions), truncated names, names in the wrong language/script, or names carried over from autofill or a prior legal name. The mismatch often surfaces when customers attempt to link a bank account for wire or ACH withdrawal and receive a warning that "The name of the bank account owner is different from the name of the enterprise owner" — which can lead to bank account rejection or failed wire transfers. This issue affects both individual (retail/FTX creditor) accounts and institutional enterprise accounts.

Diagnostics

  • Identify which name field is incorrect. BitGo has two separate name fields that customers commonly confuse:
    • Account name (Full Name): Found under profile icon → Enterprise Settings → Account Settings → Full name. This field is self-service editable by the customer.
    • Enterprise name: Displayed on the enterprise/organization page. This field is not editable by the customer and requires BitGo support or engineering intervention to change.
  • Check the enterprise name in the admin tools (TAT) against the customer's KYC documents in Persona. Determine whether the mismatch is in the enterprise name, the account name, or both.
  • Compare the name on the KYC document (Persona) with the name displayed in the enterprise record. Common discrepancies include:
    • Typo (e.g., one letter wrong)
    • Missing middle name
    • Surname/given name in reversed order
    • Name truncated or characters dropped
    • Name in non-Latin script when Latin is needed
    • Previous/maiden surname from passport recognition
    • Nickname used instead of legal name
  • Check whether the customer's KYC is already approved. If KYC is not yet complete, the name fields may still show the email address as a placeholder — name updates should wait until after KYC completion.
  • For institutional/entity accounts, verify whether the name change involves a legal corporate rename (requires compliance review and documentation) versus a simple correction of a data-entry error.
  • For FTX creditor accounts, confirm whether the FTX retail ticket closure wave applies (many of these were bulk-closed as already resolved after confirming with the FTX distribution team).

Resolution

Scenario: name-change-full-enterprise#self-service-account-name

Trigger: The customer wants to change the display name shown under Account Settings (Full Name), not the enterprise name.

Signals: account name, full name, display name, profile name, Account Settings, editable name

Steps:

  1. Instruct the customer to log into their BitGo account.
  2. Click the profile icon in the top right corner.
  3. Navigate to Enterprise Settings → Account Settings.
  4. Click "Edit" next to the Full name field.
  5. Enter the correct full name and save.
  6. Confirm the change is reflected.

Notes: This only changes the account-level display name. It does NOT change the enterprise name. If the customer also needs the enterprise name updated, proceed to the appropriate enterprise name scenario below. Customers who have not completed KYC may see their email address as their first and last name — this is expected default behavior and the name fields cannot be updated until KYC is completed.

"Can you check the profile icon on the top right corner----> then click on enterprise settings----> Account settings---> Full name (Edit option)" "you can easily update it yourself by following these steps: Log into your account. Go to the profile in the top right. Navigate to Account Settings. Click Edit next to your name, and you can make the necessary changes." "By default, it shows the email but you can go to your enterprise settings and can edit your name instead of email you can mention 'Chris Jennings' as well."

Scenario: name-change-full-enterprise#enterprise-name-typo-or-missing-middle-name

Trigger: The enterprise name contains a typo, missing middle name, truncated name, or incorrect character (e.g., wrong letter, missing letter, lowercase where uppercase is expected), and the customer cannot edit it themselves.

Signals: enterprise name, typo, incorrect, missing middle name, truncated, cannot edit, enterprise owner, bank account rejected, name mismatch warning

Steps:

  1. Verify the customer's identity by checking their KYC documents in Persona against the requested name.
  2. Confirm the exact corrected name the customer wants (ask them to provide it in plaintext if not already stated).
  3. Update the enterprise name in TAT (the internal admin tool) to match the verified legal name.
  4. If unable to make the change in TAT, escalate to the #ftx-support or relevant internal Slack channel for engineering assistance.
  5. Confirm with the customer that the enterprise name has been corrected.
  6. If the customer previously had a bank account rejected due to the name mismatch, advise them to re-add the bank account after the correction.

Notes: The enterprise name is not self-service editable by the customer. The warning message "The name of the bank account owner is different from the name of the enterprise owner '[NAME]' and may cause the bank account to be rejected. Please contact support@bitgo.com if you need assistance" is a common trigger for these requests. After updating the enterprise name, the customer may still see a mismatch warning if they also need to update their account name separately. A known UI bug was documented where the enterprise name did not update in the UI even after being corrected on the backend — this was expected to be fixed in a new UI rollout.

"Corrected the name from MING REN CHEn to MING REN CHEN in TAT." "I was able to update my account name to the correct spelling (Pohung Chen), but it seems I'm unable to edit the Enterprise Name, which is still showing as Pohung Cheb. This mismatch appears to be the reason my bank account was rejected." "We've changed your Enterprise name to NAN FELIX SILVEIRA successfully." "The name of the bank account owner is different from the name of the enterprise owner 'MATTHI GAVAUDAN' and may cause the bank account to be rejected. Please contact support@bitgo.com"

Scenario: name-change-full-enterprise#reversed-name-order-asian-naming

Trigger: The customer's surname and given name are in the wrong order relative to their bank account records, commonly due to differences between Western (given-surname) and Asian (surname-given) naming conventions.

Signals: surname first, given name, name order, reversed, Chinese name, bank account mismatch, different sequence

Steps:

  1. Ask the customer to confirm the exact name format that matches their bank account records.
  2. Verify against KYC documents in Persona.
  3. Update the enterprise name in TAT to match the bank-account name format.
  4. If the customer can self-edit the account name (Full Name), instruct them to also update that via profile icon → Enterprise Settings → Account Settings → Full name (Edit).
  5. Advise the customer to re-add the bank account after the enterprise name has been corrected.
  6. For wire transfers, if the name on the BitGo account does not exactly match the beneficiary bank account name, the wire may be rejected by the receiving bank. Confirm the customer understands this before they initiate the transfer.

Notes: This is particularly common with customers from East and Southeast Asian countries where bank accounts are registered as surname-first. BitGo's KYC (Persona) may extract the name in Western order from a passport. In some cases the customer may need to provide a government-issued ID to verify the preferred name order. For security and compliance reasons, the name on the BitGo account must exactly match the name on the bank account used for wire transfers.

"For security and compliance reasons, the name on your BitGo account must exactly match the name on the bank account you are trying to use for a wire transfer. This is a critical step to ensure that funds are only sent to and received from the verified account owner." "The name of the bank account owner is different than the name of the enterprise owner 'Lik Khai Yeo' and may cause the bank account to be rejected."

Scenario: name-change-full-enterprise#legal-name-change-individual

Trigger: The customer's legal name has changed (e.g., marriage, reversion to maiden name) and they need to update their BitGo account and enterprise name to match current ID documents.

Signals: legal name change, maiden name, married name, previous surname, change of name certificate, new passport

Steps:

  1. Ask the customer to provide supporting documentation for the name change (e.g., change of name certificate, new passport or government-issued ID).
  2. If KYC needs to be re-done under the new name, generate a new Persona verification link and send it to the customer.
  3. Once the customer completes verification with the new name, review the KYC submission.
  4. Update the enterprise name in TAT to reflect the new legal name.
  5. Advise the customer to also update their account name via profile icon → Enterprise Settings → Account Settings → Full name (Edit).
  6. Confirm the changes have been made and that KYC is approved under the new name.

Notes: For FTX creditor accounts, if the name on the FTX claim differs from the name on the BitGo account, a name mismatch can lead to a hold on distribution. If the customer's FTX claim was filed under a prior name, they may need to contact FTX support separately. A new Persona link may need to be issued by support (check with the team via Slack if needed).

"Please find the link to update your KYC: https://withpersona.com/verify?code=us1-wbhavbj"

Scenario: name-change-full-enterprise#corporate-entity-name-change

Trigger: An institutional/entity client has undergone a legal corporate name change and needs the enterprise name updated on their BitGo account.

Signals: corporate name change, entity name, company name, name change certificate, compliance review, institutional

Steps:

  1. Request the name change certificate from the client. If the certificate is in a non-English language, request the original document along with an English translation (can be supplied by the company).
  2. Ask whether there have been any changes in business ownership. If yes, request documentation detailing the ownership changes including new ownership percentages.
  3. Forward the documentation to the compliance team (compliance@bitgo.com) for review.
  4. The name change can only be finalized once the compliance department has reviewed and approved the certificate.
  5. Once compliance approves, update the enterprise name in TAT or request engineering to do so.
  6. Confirm with the client that the enterprise name has been updated.

Notes: Unlike individual name corrections (typos), corporate name changes require compliance review before any update can be made. The account manager should be involved for institutional clients. Do not update the enterprise name until compliance sign-off is received.

"You may provide the original name change certificate in Japanese along with an English translation supplied by your company. Please note that the name change can only be finalized once our compliance department has reviewed the certificate." "Furthermore, we would like to inquire if there have been any changes in business ownership. If so, we kindly request documentation detailing the ownership changes, including information about the new ownership and its percentage or other relevant details. This is necessary for our compliance team to conduct a thorough review."

Scenario: name-change-full-enterprise#enterprise-name-shows-personal-name-for-business

Trigger: A business/entity customer opened an account but the enterprise name shows the individual's personal name instead of the company name.

Signals: company name, business name, enterprise name shows personal name, LLC, entity

Steps:

  1. Confirm the correct legal entity name the customer wants displayed.
  2. Verify against the onboarding documentation that the account is indeed an entity account.
  3. Update the enterprise name in TAT to the correct company/entity name.
  4. Confirm the update with the customer.

Notes: This typically occurs when the individual who created the account had their personal name auto-populated as the enterprise name during onboarding instead of the company name.

"This should now be corrected for you."

Scenario: name-change-full-enterprise#name-mismatch-ftx-claim-vs-bitgo

Trigger: The customer's name on the FTX Customer Claims Portal does not match the name on their BitGo account, causing concern about fund disbursement.

Signals: FTX, name mismatch, claim, distribution, FTX Customer Claims Portal, disbursement

Steps:

  1. Ask the customer to provide the full name that was submitted on the FTX Customer Claims Portal.
  2. Compare with the name on the BitGo account and the KYC documents in Persona.
  3. If the mismatch is a minor typo or formatting difference on the BitGo side, update the enterprise name in TAT to match.
  4. If the mismatch is due to a completely different name (e.g., different person's name was used), the customer may need to create a new BitGo account from the FTX landing page (https://www.bitgo.com/ftx/) and complete KYC under the correct name.
  5. If re-KYC is needed, generate a new Persona link and send it to the customer.
  6. Advise the customer that a name mismatch can lead to a hold on distribution because the systems need to match information from the FTX Claims Portal with the BitGo account.
  7. For questions about FTX disbursement timelines or claim status, refer the customer to FTX support or https://www.bitgo.com/ftx-faq/.

Notes: BitGo does not control FTX disbursement timelines. Only BitGo accounts created from https://www.bitgo.com/ftx/ are valid for FTX disbursement — standard BitGo accounts are not. Many FTX retail name-correction tickets were bulk-closed in March 2025 after confirming with the FTX distribution team that the issues were already resolved. If the customer's case was closed in that wave but the issue persists, reopen and handle individually.

"Please create another BitGo account starting from this page - https://www.bitgo.com/ftx/ and complete your KYC for the account. Please note that only BitGo account created from above page is valid for FTX disbursement." "A name mismatch can lead to a hold on your distribution because it creates a discrepancy in the KYC (Know Your Customer) and identity verification process. The systems need to be able to match the information from the FTX Claims Portal with your BitGo account to ensure the funds are being sent to the correct individual."

Scenario: name-change-full-enterprise#address-update

Trigger: The customer needs to update their residential or business address on the account, which is not editable through the UI.

Signals: address change, moved, update address, address not displayed

Steps:

  1. Request proof of address documentation from the customer, such as a utility bill, lease agreement, or bank statement showing the customer's name tied to the new address.
  2. Review the documentation.
  3. Update the address in the internal system.
  4. Confirm with the customer that the address has been updated.
  5. Note: The registered address may not be displayed within the application's main interface — it is the official address recorded for compliance purposes.

Notes: The address is not self-service editable by the customer in the UI. It is stored internally for compliance/KYC purposes.

"Please note that while the address may not be displayed within the application's main interface, this is the official residential address recorded and verified on your account for compliance purposes."

Scenario: name-change-full-enterprise#wire-rejected-name-mismatch-bank

Trigger: A customer's outgoing wire transfer was rejected by the receiving bank due to a mismatch between the beneficiary name on the wire and the account holder name at the bank.

Signals: wire rejected, bank rejected, beneficiary name mismatch, returned funds, SWIFT, account holder name

Steps:

  1. Confirm with the customer the exact name registered with the beneficiary bank.
  2. If the customer entered their own name instead of a business account name (or vice versa), note that BitGo does not allow individual accounts to send USD to a bank account not in their name for compliance reasons.
  3. If the name on the BitGo account needs to be corrected (e.g., it is a re-KYC situation), provide a new Persona verification link with the correct government-issued ID showing the required name.
  4. If the wire was already sent and rejected by the receiving bank, advise the customer that returned funds will be credited back to their BitGo account once the return wire is received (this can take up to approximately one week).
  5. If the receiving bank requires a SWIFT message amendment from BitGo's banking partner, escalate internally to Treasury Operations via Slack.

Notes: BitGo's banking partner sends wires via an intermediary bank. The beneficiary name on the wire is derived from the bank account details the customer entered in BitGo. Once funds have left BitGo, the customer may also need to coordinate with their receiving bank. For individual accounts, third-party payments (sending to a bank account in a different name) are not permitted.

"The name changes can be done. However, this requires a re-kyc and you will have to provide government issued document that show up the other name." "Since the account registered with BitGo is an Individual account, we do not allow individuals to sent USD to a bank account which is not in their name."

Related

  • managing-wallet-users — Covers user roles and name display in wallet access tables (email shown instead of name in access lists)
  • ftx-creditor-account-setup — FTX-specific account creation and KYC requirements, including the requirement to use https://www.bitgo.com/ftx/
  • none identified for corporate compliance documentation workflows beyond what is covered above