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FTX Creditors Requesting BitGo Account Deletion or Deactivation to Re-register via FTX Claims Portal

FTX Creditors Requesting BitGo Account Deletion or Deactivation to Re-register via FTX Claims Portal

Problem

FTX creditors frequently create a standard BitGo account directly on bitgo.com before realizing that the FTX distribution process requires account creation through the dedicated FTX claims portal landing page using a unique 16-digit verification code. Believing their existing account will block them from receiving FTX distributions, they request deletion or deactivation of the account so they can re-register "correctly." A smaller subset of customers request account closure after having already received their FTX distribution and no longer needing the account.

Diagnostics

  • Look up the customer's email in the admin tool and check how many enterprises are associated with the account. Note whether any enterprise has a source of ftx-bahamas-retail, ftx-digital, or similar FTX-linked designation.
  • Check the KYC status of each enterprise (approved, pending, expired). An FTX enterprise with approved KYC typically means the account is already set up correctly.
  • Confirm whether the customer has a separate "Starter" enterprise in addition to an FTX enterprise — two enterprises under one email is expected and not a problem.
  • Check wallet balances across all enterprises. A zero-balance account is simpler to deactivate; a funded account requires withdrawal first.
  • Determine the customer's actual intent: (a) they want to re-register via the FTX portal to receive distributions, or (b) they have already received distributions and want to close the account permanently.
  • Verify whether the customer's country is supported by the KYC provider (withpersona.com). Some countries (e.g., France, Spain) have been reported as unsupported, which is a separate issue from account creation path.

Resolution

Scenario: delete-deactivate-ftx-account#existing-account-no-ftx-enterprise

Trigger: Customer created a standard BitGo account directly on bitgo.com and does not yet have an FTX enterprise, and now wants to delete the account to re-register through the FTX claims portal.

Signals: delete account, deactivate, FTX, created account directly, wrong signup, 16 digit verification code, re-register, link from FTX, landing page

Steps:

  1. Advise the customer that account deletion is not necessary. Having an existing BitGo account with the same email is not a blocker for creating an FTX enterprise.
  2. Direct the customer to use the correct FTX signup link. For FTX Digital (Bahamas) users, provide: https://www.bitgo.com/ftx-digital/ or https://www.bitgo.com/ftx/. The customer can also start from the FTX claims portal at https://claims.ftx.com/welcome which will redirect them appropriately.
  3. Explain that using the same email as the existing BitGo account is the intended workflow. The system will automatically create a separate FTX Enterprise under the same user account.
  4. Instruct the customer to complete KYC for the new FTX enterprise once created. If KYC is pending, a Persona verification link can be triggered from the admin tool or the customer can resume from the link sent by no-reply@withpersona.com.
  5. After the FTX enterprise is created, confirm the enterprise name, enterprise ID, and KYC status to the customer.
  6. Inform the customer that they should switch to the FTX enterprise using the enterprise selector at the top right corner of the BitGo dashboard.

Notes: Do NOT proactively offer to delete or deactivate the account for this scenario. The existing account does not interfere with FTX enterprise creation. Many customers resolve this on their own before support responds. If the customer reports an error "Unable to sign up, please try again later" when using the FTX signup link, ask for the exact URL they are using and a screen recording, then escalate if the issue persists.

"You can use the following link: https://www.bitgo.com/ftx/ to setup the correct FTX account. Having an existing account with BitGo for the same email is not a blocker for the process." "Select the FTX account which you would like to setup here: https://www.bitgo.com/ftx/ and complete the registration through the redirected links. Your existing BitGo account would get linked up if you use the same email." "You do not need to delete your existing BitGo account as a separate enterprise will be created under the same email for FTX claim purpose. Please login and switch to this enterprise at the top right corner of the dashboard to complete KYC submission."

Scenario: delete-deactivate-ftx-account#ftx-enterprise-already-exists

Trigger: Customer requests deletion but admin tool shows they already have an FTX enterprise created (possibly with KYC pending or approved).

Signals: already have FTX account, KYC approved, KYC pending, two enterprises, enterprise already created, ftx-bahamas-retail

Steps:

  1. Check the admin tool for the FTX enterprise under the customer's email. Confirm the enterprise name, ID, source (e.g., ftx-bahamas-retail), and KYC status.
  2. If KYC is approved, inform the customer that their FTX account is already correctly set up and no action is needed. Provide the enterprise name and ID for their reference.
  3. If KYC is pending, send the customer a fresh Persona verification link from the admin tool and instruct them to complete KYC.
  4. If KYC has expired, trigger a new verification email from the admin tool (sent from no-reply@withpersona.com) and provide the one-time link.
  5. Confirm that the "Enterprise" label in the BitGo dashboard refers to the account environment, not a business account type — individual users will also see "Enterprise."

Notes: Many customers in this scenario had already self-resolved by the time support responded. The FTX instructions warning about using the "landing page" caused confusion, but the system correctly links accounts even when the customer initially signed up directly. Agent response from Ticket #177991 clarifies: "enterprise here refers to environment but not of business."

"After reviewing your BitGo account, we can confirm that the KYC has been approved for your FTX Enterprise. Let us know if you are running into any issue." "Please understand that enterprise here refers to environment but not of business. Further, Deactivating this user email wouldn't enable you to create another account with FTX."

Scenario: delete-deactivate-ftx-account#deactivation-not-deletion-warning

Trigger: Customer insists on account deletion, either because they cannot create the FTX enterprise or for data privacy reasons, and the standard redirect-to-FTX-link approach has not worked.

Signals: deactivate, GDPR, delete personal data, cannot create new account, privacy, digital footprint, data removal

Steps:

  1. Inform the customer clearly: BitGo accounts cannot be permanently deleted; they can only be deactivated. Deactivation makes the account inactive — no login, no transactions.
  2. Warn the customer: if the account is deactivated, they will NOT be able to create a new account with the same email address. This is critical for FTX claimants who need that specific email for their claim.
  3. If the customer still wants to proceed, send them the consent template. The customer must reply from their registered email with the exact text including a support-generated verification code:

    "You have my consent to deactivate my BitGo account tied to the email address through which I am sending you this message and the verification code is [CODE]." Also include the following security notice in the same message: "If you have not initiated any account deletion request, please immediately reset your email login password, BitGo login password and contact BitGo Support for additional assistance."

  4. Once consent is received, tag @Nandish Dave (or the current designated engineer) in the internal case notes to perform the deactivation.
  5. After deactivation is complete, confirm to the customer that their account has been deactivated.
  6. Regarding personal data: inform the customer that once the account is deactivated, personal data will be removed after 5 years, per compliance and regulatory obligations.

Notes: Some earlier ticket responses used the word "delete" in the consent template, which caused customer confusion when they were later told deletion is not possible. Current practice should consistently use "deactivate" in all customer-facing communications. If a customer has an active FTX enterprise with funds, do NOT proceed with deactivation until funds are withdrawn. For customers wanting to deactivate a Starter enterprise while keeping their FTX enterprise, clarify which enterprise they want deactivated — the user account itself is shared across enterprises.

"Please note that BitGo accounts cannot be permanently deleted; they can only be deactivated. This means your account will be made inactive, and you won't be able to access it or perform transactions." "FYI, once the account is deactivated. Your Personal data will be removed after 5 years." "We can deactivate this account, However you wouldn't be able to use same email for signing up with FTX."

Scenario: delete-deactivate-ftx-account#post-distribution-closure

Trigger: Customer has already received their FTX distribution, withdrawn all funds, and now wants to close their BitGo account entirely.

Signals: received FTX payout, transferred funds, zero balance, close account, no longer need account, tax declaration

Steps:

  1. Verify in the admin tool that all wallet balances are zero and all funds have been withdrawn.
  2. Inform the customer that accounts can be deactivated but not permanently deleted.
  3. Send the deactivation consent template with the verification code (same process as the deactivation scenario above). Also include the following security notice: "If you have not initiated any account deletion request, please immediately reset your email login password, BitGo login password and contact BitGo Support for additional assistance."
  4. Upon receiving consent, submit the deactivation request to the designated engineer (currently @Nandish Dave).
  5. Confirm deactivation to the customer in writing. If they need written confirmation for tax or regulatory purposes, explicitly state in the email that the account has been deactivated as of the specific date.

Notes: Some customers in EU jurisdictions need written confirmation of account closure for annual tax declarations. Provide clear written confirmation when requested. Direct any questions about FTX distribution timelines or amounts to https://claims.ftx.com/ or the FTX support email. BitGo does not control distribution timelines.

"Please note that BitGo accounts cannot be permanently closed; however, we can deactivate your account completely, which will disable access and prevent any further activity." "We have received a request to deactivate your BitGo account. Please reply back to us in this email with following message: 'You have my consent to deactivate my BitGo account tied to the email address through which I am sending you this message and the verification code is 301196'."

Scenario: delete-deactivate-ftx-account#country-not-supported-kyc

Trigger: Customer reports that KYC cannot be completed because their country (e.g., France, Spain) is not supported by the KYC provider (withpersona.com).

Signals: country not supported, France, Spain, withpersona, KYC failed, cannot verify

Steps:

  1. Confirm in the admin tool that the customer has an FTX enterprise and that KYC status is pending or expired.
  2. Trigger a new Persona verification link from the admin tool and provide it to the customer.
  3. If the customer reports that Persona does not support their country, escalate internally — this is a KYC provider limitation, not a BitGo account creation issue.
  4. Do NOT deactivate the account as a workaround. Deactivation will not resolve the country support issue and will prevent future re-use of the email.
  5. Advise the customer to contact FTX directly for alternative distribution methods if BitGo's KYC provider cannot support their jurisdiction.

Notes: This scenario is distinct from the standard "wrong signup path" issue. The customer may have signed up correctly but is blocked at KYC due to geographic restrictions. Ticket evidence shows France and Spain as affected countries. Direct FTX-related questions to https://claims.ftx.com/ or the FTX support channels.

"We see that you were able to create an account with us for FTX however KYC for the same has expired. To resume the same, we have triggered an email from no-reply@withpersona.com with a one time link."

Scenario: delete-deactivate-ftx-account#reactivation-after-deactivation

Trigger: Customer previously requested deactivation, but now realizes they need the account back (e.g., to complete FTX claim setup).

Signals: reactivate, re-enable, deactivated account, cannot log in, need account back

Steps:

  1. Confirm in the admin tool that the account was previously deactivated at the customer's request.
  2. Re-activate the account using the admin tool (the bga user setactive 1 command or equivalent current process).
  3. Confirm reactivation to the customer and advise them to log in and complete any pending FTX enterprise setup or KYC.

Notes: This scenario highlights why agents should strongly discourage deactivation for FTX claimants who simply need to register through the correct portal. Reactivation is possible but creates unnecessary delay.

"We have re-activated your account as requested."

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