Scoutinternal

Unable to Log In or Sign Up for BitGo Account

Unable to Log In or Sign Up for BitGo Account

Problem

Customers report being unable to log in to or sign up for their BitGo account. Symptoms range from the login page freezing or showing a blank screen, to receiving bg-ui-* error codes, not receiving verification or IP-authorization emails, being blocked by a frozen account or pending KYC, encountering 2FA issues that prevent login, or seeing "Unable to sign up, please try again later" during registration. A large subset of these tickets originates from users onboarding through the FTX claims process, where incorrect signup URLs or incomplete KYC are common root causes.

Diagnostics

  • Locate the user account: Search the admin tool by email address. If the search returns no match, confirm the customer is using the correct email and the correct signup/login URL.
  • Check frozen status: In the user record, look for Frozen Status: Frozen and the associated reason (e.g., "failure":"user account frozen", too many failed 2FA reset attempts).
  • Check KYC status: Inspect the user's identity.kyc.data.state and identity.kyc.overallState. A value other than "approved" (e.g., "pending", "unverified") means KYC is incomplete and may block login or account functionality.
  • Check audit logs for login events: Look for userLogin, userFailedLogin entries. The data field will indicate the failure reason (e.g., "user account frozen", "sourceVerificationType":"ip-address").
  • Check 2FA / OTP device status: Review otpDevices in the user record. An empty array [] means no 2FA is configured. If disableReset2FA is false, a manual reset may be possible.
  • Confirm signup path (FTX users): Determine whether the customer used the correct FTX onboarding URL (https://claims.ftx.com/welcome for FTX Retail or https://www.bitgo.com/ftx-digital/ for FTX Bahamas). Creating an account directly on BitGo Trust instead of through the FTX flow is a frequent mistake.
  • Check for IP authorization requirement: If the user logged in from a new IP or device, an IP authorization email is sent. Confirm the user has checked spam/junk folders and is clicking the authorization link from the same device.

Resolution

Scenario: login-log-cant-access#browser-cache-or-blank-screen

Trigger: The customer reports the login page freezes, shows a blank screen, the login button does nothing, or the page appears to hang (infinite loop / high CPU).

Signals: blank screen, page freezes, login button not working, infinite loop, CPU, nothing happens

Steps:

  1. Ask the customer to clear their browser's cache and browsing history for all time, then quit and restart the browser.
  2. If the issue persists, ask the customer to try logging out and back in, preferably in an incognito/private window, and confirm whether the issue still occurs.
  3. Ask the customer to update Google Chrome to the latest version and retry.
  4. Confirm the customer is navigating to the correct login URL: https://app.bitgo.com/web/auth/login.
  5. 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.
  6. If the issue continues and cannot be reproduced on BitGo's side, ask the customer to check with their networking team for any firewall or security software that may be blocking the login page.
  7. Direct the customer to subscribe to the BitGo status page for outage information: https://status.bitgo.com/

Notes: If the underlying cause is a pending KYC status (the login site cannot proceed), the resolution shifts to completing KYC — see the KYC-pending scenario below.

"Could you please clear all your browser cache once and update the google chrome to the latest version and try again the issue should be fixed." "Please retry from an incognito browser window." "Could you please check with your networking team to see if there are any firewall security that is preventing you to login?"

Scenario: login-log-cant-access#ip-authorization-email-not-received

Trigger: The customer logged in from a new IP address or device and reports not receiving the verification/authorization email required to complete login.

Signals: no email, verification email, IP authorization, IP address, spam folder, not receiving email, authorize login

Steps:

  1. Confirm that the customer is attempting to log in from a new IP address or device — this triggers an IP authorization email.
  2. Instruct the customer to check their spam, junk, promotions, social, and trash folders for an email with the subject line: "Action Required: Authorize BitGo Login from".
  3. Emphasize that the customer must click the "Authorize IP Address" button from the same device that has the IP address being authorized.
  4. Advise the customer that every login from a new device or new IP address will require this process.
  5. Recommend using a desktop or laptop device, as mobile devices change IP addresses more frequently.
  6. If the customer confirms they still do not receive the email after thorough checking, escalate to engineering to investigate email delivery.

Notes: Mobile devices (especially on cellular networks) frequently change IP addresses, which can trigger repeated IP authorization requests.

"You should have received a new email to authorize the IP address. Look for the IP authorization email in your social, promotion, spam, junk and trash folders. Subject: Action Required: Authorize BitGo Login from" "When you click the button Authorize IP Address, you have to do it on the same device which has the IP"

Scenario: login-log-cant-access#account-frozen-2fa-reset

Trigger: The user's account is frozen (often due to too many failed 2FA reset attempts) and they cannot log in. Audit logs show "failure":"user account frozen".

Signals: frozen, account frozen, 2FA, two-factor authentication, failed attempts, reset 2FA, unfreeze, OTP

Steps:

  1. Confirm the account is frozen and note the reason in the admin tool (e.g., "BitGo froze your account due to too many failed attempts to reset your 2FA").
  2. To verify account ownership before unfreezing and resetting 2FA, request the following from the customer:
    • Date of BitGo email verification (search inbox for an email titled "Your BitGo Email Verification").
    • 3 transaction hashes (TXIDs) either to or from their wallet. If the customer does not have TXIDs, they should contact the exchange where they first received crypto and request them. If no transactions have been made, ask the customer to confirm this.
    • Wallet balance in cryptocurrency (with wallet name).
    • Alternatively: the first 8 characters and last 8 characters of the BitGo Public Key from their keycard (with the wallet name the keycard applies to).
  3. If the customer cannot provide the above, accept a complete screenshot of a recent email communication from BitGo that includes the full email headers (showing "To" and "From" addresses). Instruct them to click "Show details" in their email client to expand headers.
  4. Once ownership is verified, perform the account unfreeze and 2FA reset via the admin tool (e.g., bga user resetotp).
  5. Notify the customer that 2FA has been reset and instruct them to log in and re-configure 2FA:
    • Download Google Authenticator or Duo Mobile on their mobile device.
    • On the BitGo login page, select Authenticator.
    • Scan the QR code displayed using the authenticator app.
    • Enter the newly generated 6-digit code in the 2FA code field. Do NOT use the long code shown below the field (that code is for apps that cannot scan QR codes).
    • Optionally enter a 2FA label if multiple 2FA devices are used.
    • Click "Add 2FA Method" to confirm.
  6. Remind the customer to ensure the timezone on their mobile device and desktop/laptop are synchronized.

Notes: BitGo offers support only via email — there is no phone or chat support. Customers unfamiliar with authenticator apps may need the detailed setup instructions provided in step 5. Recovery Codes (the 10 codes provided at account creation) are for password recovery, not 2FA — customers sometimes confuse these.

"Before we can initiate the manual reset, we need to verify your ownership of the wallet. Therefore, we require all of the following information: Date of BitGo email verification (search for 'Your BitGo Email Verification' in inbox) ... 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 from your keycard." "We've completed unfreeze and 2FA reset successfully... Download Google Authenticator app on your mobile device. Please Select Add 2-Factor Authentication (2FA). The QR code needs to be scanned using your Google Authenticator app." "The 10 codes which you are describing here are called Recovery Codes which are used to recover you account when you forgot the Account Password. The 2FA codes are six digit codes which you will be configured using any of the authenticator applications like Google / Microsoft Authenticator."

Scenario: login-log-cant-access#kyc-pending-blocking-login

Trigger: The user can authenticate but is blocked from accessing full platform functionality because their personal KYC or enterprise KYC is pending or incomplete. The login page may freeze or show a review message.

Signals: KYC, pending, under review, Persona, withpersona, identity verification, enterprise KYC, DocuSign, passport, English ID

Steps:

  1. Check the user's KYC status in the admin tool (identity.kyc.data.state, identity.kyc.overallState).
  2. If personal KYC is pending or incomplete, collect the customer's First Name, Last Name, Date of Birth, and Country of Location if not already on file.
  3. Generate a Persona KYC verification link for the customer (e.g., https://withpersona.com/verify?code=... or https://inquiry.withpersona.com/verify?code=...).
  4. If the KYC link has expired, request a new link from the internal team (post in the #ftx_retail or relevant Slack channel) and resend to the customer.
  5. If the customer's identification document is not in English, request an ID in English (Passport) or an ID that is professionally translated in English.
  6. If personal KYC is approved but the BitGo Trust Enterprise KYC is still under review, inform the customer and check whether they have received a DocuSign request to complete the enterprise KYC process.
  7. Escalate to the compliance team if KYC review is taking longer than expected.

Notes: The login page may appear to freeze or loop if KYC is pending — this is not a browser issue but a backend state issue. Persona links can expire; if the customer reports an expired link, a new one must be generated.

"The login site is not able to proceed due to your pending KYC status. This can be resolved once you have completed the KYC process." "We request you to provide an ID in english (Passport) or an ID that is professionally translated in english. Please use below link to upload the required document - https://inquiry.withpersona.com/verify?code=us1-08vqmbp" "Your personal KYC has been approved. Currently, we are reviewing the KYC status for the BitGo Trust Enterprise associated with your account. Have you received a DocuSign request to complete the Enterprise KYC process?"

Scenario: login-log-cant-access#ftx-wrong-signup-url

Trigger: An FTX claims customer created a standard BitGo Trust account instead of using the FTX-specific signup flow, or encounters "Unable to sign up, please try again later" or a bg-ui-* error during FTX registration.

Signals: FTX, claims, signup, unable to sign up, bg-ui, ftx-digital, claims.ftx.com, wrong URL, registration error

Steps:

  1. Confirm whether the customer is an FTX claimant (retail or Bahamas).
  2. Direct the customer to the correct signup URL:
    • FTX Retail: https://www.bitgo.com/ftx/
    • FTX Bahamas: https://www.bitgo.com/ftx-digital/
    • Alternatively, starting from https://claims.ftx.com/welcome will also route correctly.
  3. Explain that even if the customer already has an existing BitGo account with the same email, an FTX enterprise will be auto-created if they start from the correct FTX link. The UI will direct existing users to the FTX login page, require KYC completion, and accept new terms before creating the FTX enterprise.
  4. If the customer is unable to locate their account, confirm the email address they are using and ensure it matches what is registered on BitGo. Verify using the admin tool.
  5. Refer the customer to the FTX FAQ page for additional guidance: https://www.bitgo.com/ftx-faq/
  6. BitGo does not have a mobile app and provides support exclusively via email — clarify this if the customer asks for phone or chat support.

Notes: Many FTX-related login/signup tickets were bulk-closed after confirming with internal stakeholders that issues were already resolved. If a customer references a very old FTX signup issue, confirm current status before troubleshooting extensively.

"We've updated the UI to direct existing users to our FTX login page. After logging in, you will be required to complete KYC and accept the new terms and we will create a new FTX enterprise under the same user." "For FTX signup you may refer to the links below FTX Retail Sign-up: https://www.bitgo.com/ftx/ FTX Bahamas Sign-up: - https://www.bitgo.com/ftx-digital/" "Could you also confirm the URL where you are trying to log in? Our official domain is https://www.bitgo.com/, and the main login portal can be accessed from this domain at https://app.bitgo.com/web/auth/login."

Scenario: login-log-cant-access#password-mismatch-or-forgotten

Trigger: The customer's login fails due to an incorrect or forgotten password. No account freeze is present.

Signals: password, wrong password, forgot password, password mismatch, reset password, can't log in

Steps:

  1. Confirm the account is not frozen and that the issue is specifically a password problem (no 2FA or KYC issues).
  2. Direct the customer to the password reset page: https://app.bitgo.com/web/auth/forgot-password/recover-password
  3. Ask the customer to log in with the new password after resetting.
  4. If the password reset process itself fails or the customer does not receive the reset email, check spam/junk folders and escalate if delivery issues persist.

Notes: This is a straightforward fix when no other account issues (frozen, KYC, 2FA) are present.

"Can you reset your login password at https://app.bitgo.com/web/auth/forgot-password/recover-password and then log in with your new password."

Scenario: login-log-cant-access#signup-api-error

Trigger: The customer encounters a specific API error during signup, such as "Invalid request: Invalid value 'null' supplied to v1.user.signup.body.1.source.0, expected string."

Signals: signup error, Invalid request, null, v1.user.signup.body, API error, unable to signup

Steps:

  1. Collect the exact error message from the customer.
  2. Escalate to the engineering team immediately, as this indicates a platform-side bug rather than a user configuration issue.
  3. Once engineering confirms the fix is deployed, ask the customer to retry signup.

Notes: This type of error was observed as a transient platform issue that was resolved by engineering within hours. It is not caused by user action.

"I am unable to signup. getting this error Invalid request: Invalid value 'null' supplied to v1.user.signup.body.1.source.0, expected string. Invalid value 'null' supplied to v1.user.signup.body.1.source.1, expected undefined." "The issue should be resolved now, can you please try again and let us know if you are still seeing any issues?"

Related

  • keycards-and-private-keys — Keycard details (first 8 / last 8 characters of BitGo Public Key) are used for 2FA reset ownership verification
  • managing-wallet-users — Enterprise and wallet member access issues may overlap with login problems when KYC or permissions are involved