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Troubleshooting BitGo Portal and Wallet Access Issues

Troubleshooting BitGo Portal and Wallet Access Issues

Problem

Customers contact support because they are unable to access the BitGo web portal, a specific wallet, or a related resource (e.g., support portal, developer portal, Go Account). Symptoms range from a blank page after login, to missing wallet permissions, to invalidated wallet invites after a password reset. This topic covers the BitGo web application at https://app.bitgo.com, Go Network / Go Account wallets, and ancillary portals. It affects all coin types since the issue is at the authentication or permissions layer rather than chain-specific.

Diagnostics

  • Confirm the user's Enterprise ID. Ask the customer (or the internal requester) for the Enterprise Name or Enterprise ID. Without this, you cannot look up permissions.
  • Check the user's account status in BGA (BitGo Admin). Verify the account exists, whether login is enabled, and the last successful login timestamp.
  • Review the audit log in TAT (Trust Administration Tool). Look for recent events such as login password resets, wallet invite sends, wallet invite accepts/declines, and permission changes. A password reset will invalidate outstanding wallet share invites.
  • Inspect wallet membership. In TAT or the Admin Console, check whether the user is listed as a member of the target wallet or Go Account. If the Go Account only shows @bitgo.com users, the external user likely was never added or their invite expired/was invalidated.
  • Check for pending or declined wallet invites. TAT audit logs will show if a wallet share/invite was sent and whether it was accepted or declined. A "decline" entry means the invite must be re-issued.
  • Ask the customer to try basic browser troubleshooting (clear cache, incognito window, different device) to rule out client-side rendering issues before escalating.
  • Determine which portal the customer is trying to reach. Options include the main app (https://app.bitgo.com/web/auth/login), the support portal, the developer portal, the test-net portal, or an internal Resource Center. Each may have different authentication requirements.

Resolution

Scenario: access-portal-request-requesting#blank-page-after-login

Trigger: Customer logs in with valid credentials but sees a blank page with no error message.

Signals: blank page, no error, unable to login, web portal, browser issue

Steps:

  1. Check BitGo platform logs for the customer's Enterprise ID to confirm no server-side errors are being thrown.
  2. Ask the customer to: a. Clear their browser's cache, close the session completely, and start a new one. b. Try logging out and back in using an incognito/private browsing window, and confirm whether the issue still persists. c. Try logging in from a different device.
  3. If the issue still persists after trying incognito, ask the customer to share a full window screenshot of the error so it can be investigated internally with the team.
  4. If the issue persists after all browser steps and the screenshot does not reveal a clear cause, escalate to engineering with the Enterprise ID and any relevant timestamps.

Notes: This is typically a client-side browser caching or extension conflict. If the customer confirms resolution after clearing cache, no further action is needed.

"We checked our logs and were not able to see any errors on your account. To eliminate it's a browser issue can you please try the below: 1- clear your browser's cache, close the session completely and start a new one. 2- try to use an incognito window 3- try to login from a different device" (ticket #214858)

Scenario: access-portal-request-requesting#wallet-invite-invalidated-by-password-reset

Trigger: User cannot accept a wallet invite (e.g., Go Account share) because they previously reset their login password, which invalidated the pending invite.

Signals: wallet invite, declined invite, password reset, Go Account, cannot accept, share request, invalidated

Steps:

  1. In TAT, review the audit log for the user's account. Look for a login password reset event and compare its timestamp to the wallet invite timestamp.
  2. If the password reset occurred after the invite was sent, the invite is invalid. Confirm in TAT that the invite shows as declined or is no longer pending.
  3. Coordinate with the appropriate internal team (e.g., the Prime Team for Go Account wallets) to re-issue a new wallet share/invite to the user.
  4. Inform the customer that a new invite has been sent and ask them to check their email for the share request.
  5. Advise the customer to accept the invite promptly, and to avoid resetting their login password while a wallet invite is pending, as doing so will invalidate the invite.

Notes: This pattern applies to any wallet share invite, not just Go Account wallets. Any login password reset invalidates all outstanding wallet invites for that user.

"audit log in TAT shows user decline a wallet invite. bga shows they reset their login password on 2024-07-30T16:05:25.262Z. TAT shows an invite to the wallet on 3/11/25, 10:11 AM. I believe they should be able to get a new invite and accept." (ticket #234907)

"With the previous invite, it appears the invite was sent a while back. We show before you attempted to accept that invite, you reset your login password. This invalidated that invite." (ticket #234907)

Scenario: access-portal-request-requesting#user-missing-wallet-or-enterprise-permissions

Trigger: User's email is not listed as a member of any wallet or Go Account in the specified enterprise, so they have no permissions to access the resource.

Signals: not authorised, no access, not showing permissions, Go Account, enterprise ID, wallet members

Steps:

  1. Ask the requester for the Enterprise Name or Enterprise ID where the user should have access.
  2. In TAT or BGA, verify the user's email is not currently a member of any wallet or Go Account under that enterprise.
  3. If the user should be added, work with the enterprise admin or the relevant internal team (e.g., Prime Team for Go Accounts) to send a wallet share invite to the user's email.
  4. Confirm with the customer that they received the invite email and were able to accept it.

Notes: If the Go Account only shows @bitgo.com users, the external user may need to be added to a different enterprise or the enterprise admin needs to grant access. Always verify the correct enterprise before making changes.

"I am not showing they have permissions on any Trade Account/Go Wallet. Is there an Enterprise Name or ID you can provide that has this Go Account wallet where they should be part? Or maybe they know of another user on their team that has permissions on the desired Go Account and they can provide that email address?" (ticket #234907)

Scenario: access-portal-request-requesting#v1-to-v2-wallet-migration

Trigger: Customer requests access to an old v1 BTC wallet and needs to migrate funds to a v2 wallet.

Signals: v1, v2, v1btc, v2btc, migrate, impress phrase, old wallet

Steps:

  1. Inform the customer that v1 BTC wallets cannot be directly upgraded in place.
  2. Instruct the customer to create a new BTC wallet within the BitGo platform (new wallets are v2 by default).
  3. Have the customer transfer their v1btc balance to the new v2btc wallet's receiving address.

Notes: This applies specifically to legacy v1 BTC wallets. The customer must still have access to their v1 wallet (login credentials and wallet passphrase) to initiate the transfer.

"To migrate your old v1btc to v2btc wallet you just need to create a new BTC wallet (which is by default v2) within BitGo platform and just transfer you v1btc balance to the new v2btc receiving address." (ticket #212839)

Scenario: access-portal-request-requesting#internal-resource-center-access

Trigger: An internal BitGo employee or partner cannot access the Resource Center or an internal portal.

Signals: Resource Center, employee login, internal access, portal access

Steps:

  1. Confirm the user is a current BitGo employee or authorized partner.
  2. Direct them to log in to the Resource Center using their employee login credentials.
  3. If they are still unable to access, escalate to the internal IT or platform team to verify their account provisioning.

Notes: This scenario applies to internal portals (e.g., Resource Center) and not the main customer-facing app at https://app.bitgo.com/web/auth/login.

Related

  • managing-wallet-users — Covers wallet member roles, permissions, and how to add/remove users from wallets and enterprises.
  • go-network-overview — Background on Go Network / Go Account setup and how assets are held in custody; relevant when users need Go Account access.
  • keycards-and-private-keys — Laptop security best practices and wallet generation guidance for customers setting up new access.