Scoutinternal

Ripple (XRP) Wallet Creation Limit Errors and Troubleshooting

Ripple (XRP) Wallet Creation Limit Errors and Troubleshooting

Problem

Enterprise customers attempting to create new Ripple (XRP) wallets encounter a WalletLimitReachedError that blocks wallet creation once the enterprise's configured XRP wallet limit is reached. The error message reads: "Please contact support@bitgo.com for the ability to create more than 10 Ripple wallets." This limit exists because BitGo pays the on-chain fees to initialize XRP wallets, so a cap is enforced per enterprise. The default limit is typically low (e.g., 5, 10, or 20 wallets depending on the enterprise configuration) and must be increased by BitGo support upon request. Customers may also encounter related issues accessing old Ripple wallets or needing 2FA resets on accounts that hold XRP.

Diagnostics

  • Confirm the error: Ask the customer for the exact error message. The canonical error is WalletLimitReachedError with message: "Please contact support@bitgo.com for the ability to create more than 10 Ripple wallets."
  • Obtain the Enterprise ID: Request the customer's Enterprise ID to look up current wallet limits.
  • Check current wallet limits: In the admin/backend tooling, inspect the enterprise's walletLimit configuration object. Look for the xrp (mainnet) and txrp (testnet) keys. Example structure:
    "walletLimit": {
  "xrp": 5,
  "txrp": 100,
  "eos": 10,
  "hbar": 100
}
  • Check for custodial vs. non-custodial limits: Some enterprises also have a separate custodialWalletLimit object. Confirm which wallet type (hot/self-managed cold vs. custodial) the customer is trying to create.
  • Determine how many additional wallets are needed: Ask the customer for the total number of XRP wallets they require, and whether these are hot wallets or custodial wallets.
  • Confirm the environment: Verify whether the customer is working on mainnet (xrp) or testnet (txrp). Testnet limits are typically already set high (e.g., 100).
  • Check if the enterprise has multiple Enterprise IDs: Some organizations have separate enterprises (e.g., a test enterprise and a production enterprise). Confirm which enterprise IDs need the limit increase.

Resolution

Scenario: ripple-wallet-create-wallets#wallet-limit-reached

Trigger: Customer receives a WalletLimitReachedError when attempting to create a new XRP wallet via API or UI.

Signals: WalletLimitReachedError, create more than 10 Ripple wallets, xrp wallet limit, wallet creation limit, ripple wallet creation error

Steps:

  1. Collect the customer's Enterprise ID(s) and confirm which environments (mainnet/testnet) and wallet types (hot, self-managed cold, custodial) need the limit increase.
  2. Look up the current walletLimit and custodialWalletLimit configurations for the enterprise in the admin backend.
  3. Ask the customer how many XRP wallets they need in total. There is no published maximum — limits have been raised to 15, 20, 50, 100, or more depending on business need.
  4. Update the xrp value within the walletLimit (and/or custodialWalletLimit if custodial wallets are requested) to the agreed-upon number for each relevant Enterprise ID.
  5. Confirm the change is in place and notify the customer that the limit has been increased.
  6. Advise the customer to retry wallet creation. If they encounter the error again, ask them to confirm the Enterprise ID being used matches the one that was updated.

Notes: - XRP is a specific asset because BitGo pays the on-chain fees to initialize XRP wallets. This is the reason the wallet creation limit exists and why it defaults low.

  • Hot wallet creation for non-XRP assets generally does not have limits. As stated in ticket resolution: "Your team does not have limits on how many hot wallets you can create."
  • Other assets with similar wallet limits include EOS (eos) and HBAR (hbar). If the customer asks about limits on other coins, check the same walletLimit object.
  • Testnet XRP (txrp) limits are typically already set to 100 and rarely need adjustment.
  • The limit increase takes effect immediately once applied in the backend, but in at least one case an agent communicated the increase before it was actually applied — always verify the change is live before confirming to the customer.

"error":"Please contact support@bitgo.com for the ability to create more than 10 Ripple wallets","name":"WalletLimitReachedError" (ticket #216219)

"XRP is a specific asset as BitGo pays the onchain fees to initialize the wallet. We will increase your XRP wallet limit to 100 for ENT ID: [WALLET_ID] + ENT ID: [WALLET_ID]... Your team does not have limits on how many hot wallets you can create. If you face any issues with wallet limits in the future please reach out to us and we can increase them." (ticket #237362)

"walletLimit": { "testcoin": 1000, "xrp": 5, "txrp": 100, "ofc": 1, "eos": 10, "hbar": 100, "teos": 100, "thbar": 100 }, ... "custodialWalletLimit": { "xrp": 20 } (ticket #237362)

Scenario: ripple-wallet-create-wallets#limit-not-yet-applied

Trigger: Customer reports that a limit increase was communicated but wallet creation still fails with the same error.

Signals: WalletLimitReachedError, still not able to create, limit not increased, same error after increase

Steps:

  1. Verify in the admin backend that the walletLimit for xrp has actually been updated for the correct Enterprise ID.
  2. If the limit was not yet applied (as occurred in at least one documented case), apply the change now.
  3. Confirm the updated configuration matches the agreed-upon number.
  4. Ask the customer to retry wallet creation and confirm success.

Notes: In Ticket #237362, an agent communicated the increase but it had not yet been applied. The customer reported the same error. A second agent identified the discrepancy, confirmed the current limits, and then applied the change. Always verify the backend reflects the update before confirming to the customer.

"These limits have not been increased yet. Please see below for current wallet limits setup for these two Enterprises." (ticket #237362)

Scenario: ripple-wallet-create-wallets#old-xrp-account-access-2fa-reset

Trigger: Customer with an old XRP-holding BitGo account cannot log in due to lost 2FA and requests access recovery.

Signals: ripple wallet access, 2FA reset, old account, former employee, Authy, two step authentication, Box C, ripple root address

Steps:

  1. Confirm the customer's registered email address and ask for the following verification information:
    • Date of the "Your BitGo Email Verification" email (search inbox for that exact subject line).
    • Current wallet balance in cryptocurrency and the name of the wallet.
    • 3 transaction hashes (incoming or outgoing). If the customer has no transactions, they should state so.
  2. If the customer cannot provide the above, accept instead the first 8 and last 8 characters of the BitGo Public Key (Box C) from their printed keycard, along with the name of the wallet.
  3. For XRP wallets specifically, Box C on the keycard may be labeled "ripple root address" rather than "BitGo Public Key." Accept the first 8 and last 8 characters of the ripple root address from Box C for verification.
  4. Validate the provided information against account records.
  5. Once verified, process the manual 2FA reset in the backend system.
  6. Inform the customer that the reset is complete and they should log back in and set up 2FA again.

Notes: This scenario applies to customers with legacy/dormant accounts holding XRP who have lost access to their 2FA device. The keycard verification path using "first 8 and last 8 characters" from Box C is the fallback when transaction hashes and email verification dates are unavailable.

"If you do not have the above information, we can also accept the First 8 characters and the Last 8 Characters of the Bitgo Public Key(BOX C) from your keycard. Please provide the name of the wallet the keycard info applies to." (ticket #361060)

"Since your wallet is XRP-based, Box C (the Ripple root address) should work for verification instead of a standard BitGo Public Key." (ticket #361060)

Related