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FTX Claim Distribution – Onboarding, Account Access, and Withdrawal Issues for BitGo FTX Creditors

FTX Claim Distribution – Onboarding, Account Access, and Withdrawal Issues for BitGo FTX Creditors

Problem

FTX creditors who selected BitGo as their Distribution Service Provider frequently contact support with issues spanning the entire lifecycle: inability to complete Step 8 on the FTX claims portal (onboarding shows "Incomplete" or stuck on data synchronization), difficulty logging in to their BitGo account, confusion about whether KYC is approved, zero balances before distribution has occurred, errors when attempting to withdraw distributed funds, and questions about distribution timelines. These issues affect both individual (retail) and enterprise/institutional FTX creditor accounts. The FTX claims portal is at https://claims.ftx.com and BitGo's FTX signup link is https://www.bitgo.com/ftx/.

Diagnostics

  • Locate the customer's BitGo account: Search by email address in the admin tool. Confirm the email matches the one used on the FTX claims portal. If the email is not found, the customer may have registered under a different address or not completed signup.
  • Check KYC status: Verify whether the account's KYC status is approved, pending, rejected, or not submitted. Check whether the KYC team has sent any outstanding requests to the customer (look for emails from the KYC team email address).
  • Check account type: Determine whether the account is a retail FTX account or an enterprise FTX account. For enterprise accounts, identify the enterprise owner email — this is the user who must log in to complete KYC, pending agreements, and Go account activation.
  • Check Go account activation: Verify whether the Go account has been activated under the "Trade" tab on the BitGo dashboard. This is required to complete FTX onboarding.
  • Check for multiple enterprises: If the user is a member of more than one enterprise, confirm which enterprise is the BitGo-FTX enterprise (versus a standard BitGo enterprise) by enterprise ID.
  • Check country eligibility: Confirm the customer's country is serviceable by BitGo for FTX distributions. Unsupported countries result in onboarding failure.
  • Check for technical/engineering issues: Some accounts had known technical issues preventing KYC status updates. Look for internal notes about engineering fixes or escalations.
  • Check distribution status: Confirm whether distribution has actually been credited to the account. Before distribution is completed, balances will show as zero — this is expected behavior, not a bug.
  • For withdrawal errors: Check the specific error message. Common errors include keychain does not have property encryptedPrv (UI-related, requires switching to classic view) and incorrect wallet password or 2FA code errors.
  • For FTX portal login issues: If the customer is experiencing trouble logging into the FTX portal (not the BitGo site), direct them to FTX support. BitGo cannot troubleshoot FTX portal login issues.
  • For KYC rejections: If the customer's KYC has been rejected, do not send a generic response. Review the specific rejection reason documented by the compliance team and craft a custom response based on the customer's actual account data, explaining the rejection reason and next steps.
  • Before responding to any FTX ticket: Review the customer's complete account data in the backend/admin tools (trust admin tool, BitGo backend). Generic responses may require customization based on the customer's specific account status, documentation history, and backend findings. Do not send a response without first reviewing the customer's actual data.

Resolution

Scenario: ftx-claim-distribution-my#kyc-approved-confirm-onboarding

Trigger: Customer asks to confirm their FTX-BitGo onboarding is complete; upon checking, their KYC status is approved and account setup is finalized.

Signals: onboarding complete, KYC approved, confirm account, Step 8, FTX distribution, account setup

Steps:

  1. Look up the customer's account by email and verify KYC status is approved.
  2. Confirm the account setup is finalized and, for enterprise accounts, that the Go account is activated.
  3. Reply to the customer confirming: "Your account setup is finalized, and your KYC verification is complete."
  4. If the customer asks about distribution timing, advise that BitGo does not have specific dates and direct them to the FTX FAQ: https://www.bitgo.com/ftx-faq/
  5. For questions about distribution cut-off dates, reference the section titled "What are the cut-off dates for the Initial Distribution and who is included?" in the FTX FAQ document.

Notes: This is the most common scenario. Many customers simply need reassurance that their account is ready. BitGo cannot advise on distribution timelines — that is controlled by FTX/the estate.

"It appears that you have successfully completed your FTX-BitGo onboarding. Your account setup is finalized, and your KYC verification is complete." (ticket #30288)

"Regarding your distribution, there are specific dates outlined in the [FTX FAQ document], particularly in the section titled 'What are the cut-off dates for the Initial Distribution and who is included?'. These dates will determine whether your claim will be processed during the upcoming initial distribution event." (ticket #45474)

Scenario: ftx-claim-distribution-my#step8-incomplete-data-sync

Trigger: Customer reports FTX claims portal Step 8 shows "Onboarding Incomplete" or displays data synchronization message, but their BitGo KYC is already approved.

Signals: Step 8, onboarding incomplete, data synchronization, FTX portal, not syncing, reconcile, claims.ftx.com

Steps:

  1. Verify the customer's BitGo-FTX KYC status is approved.
  2. Confirm the email address on the BitGo account matches the FTX claims portal email.
  3. Inform the customer that their KYC is approved on BitGo's side and no further action is required from them on the BitGo platform.
  4. Advise: "For discrepancy status showing at FTX portal, please follow up with FTX Support directly as BitGo's record reflects your KYC as approved and there is nothing else we can do here."
  5. There was a known delay in updating Step 8 status for existing BitGo users. FTX and BitGo teams have been reconciling edge cases so the FTX portal reflects accurate status.

Notes: FTX Support themselves confirmed: "There is a known delay in updating the step 8 status for existing BitGo users. If you have already signed in to your BitGo account via step 8 on the FTX claims portal, please wait while we reconcile some data synchronization." BitGo has no control over the FTX portal's functionality.

"Currently, there are no pending actions on our platform. The status update needs to be made on the FTX portal. As we have no control over their portal's functionality, we recommend reaching out to the FTX team for further assistance." (ticket #32764)

"This is to inform that KYC for your BitGo-FTX account under [EMAIL] is approved and no further action is required at this point. Please ensure you are using this same email address for your claim at FTX portal." (ticket #48659)

Scenario: ftx-claim-distribution-my#enterprise-owner-must-login

Trigger: Enterprise/institutional account where the enterprise owner email differs from the person contacting support; KYC or Go account activation is incomplete because the designated enterprise owner has not logged in.

Signals: enterprise owner, pending KYC, Go account, Trade tab, institutional, enterprise, activate, member not admin

Steps:

  1. Identify the enterprise owner email address for the BitGo-FTX enterprise in the admin tool.
  2. Inform the customer which email is specified as the enterprise owner.
  3. Instruct: "Please have [enterprise owner email] log in to BitGo to complete account setup, any pending KYC/review, and also to activate the Go account under the 'Trade' tab on the BitGo dashboard."
  4. Provide the password reset link if needed: https://app.bitgo.com/web/auth/forgot-password/recover-password
  5. If the enterprise owner is no longer with the organization, a board resolution is required to change the primary contact/enterprise owner. The board resolution must state the change from the old owner to the new owner, be signed by board members, and once received, a video call will be scheduled to confirm the changes.

Notes: For enterprise accounts, only the designated enterprise owner can complete KYC and activate the Go account. If the customer is listed as a "Member" rather than an "Admin," this is the likely cause. Customers with multiple enterprises must switch to the correct BitGo-FTX enterprise using the enterprise switcher at the top right of the BitGo dashboard.

"We see you have specified [EMAIL] as your BitGo-FTX enterprise owner. Hence, please have [EMAIL] logs in to complete account setup, any pending KYC/review and also to activate your Go Account under the Trade tab at BitGo dashboard" (ticket #51458)

"A board resolution is a formal, legally binding document that records the decisions made by a board of directors during a meeting, outlining the actions taken on a specific matter and serving as official proof of the board's decision-making process." (ticket #70982)

Scenario: ftx-claim-distribution-my#kyc-pending-additional-info

Trigger: Customer's KYC is not approved because the KYC team has requested additional information (e.g., valid government ID, English-translated document) and the customer has not responded.

Signals: KYC pending, additional information, government ID, expired ID, English translation, withpersona, inquiry link, Persona

Steps:

  1. Check if the KYC team has sent the customer an email requesting additional documents.
  2. Advise the customer to reply to the email from the KYC team to move their KYC forward.
  3. If the Persona inquiry link has expired, instruct the customer to reply to the KYC team email to request a new secure link.
  4. Common KYC rejections include: expired government ID, ID not in English (must be professionally translated), and insufficient document quality.
  5. For further KYC questions, direct the customer to continue in the email thread with the KYC team.

Notes: KYC inquiry links from Persona (withpersona.com) expire. Customers must request a new link from the KYC team. The KYC team email address is visible in the outgoing correspondence to the customer.

"Our KYC team has sent you a new link. Please reply to the email after you submit the required information: ...Please upload a valid Government ID that is professionally translated in English using this secure link: https://withpersona.com/verify?inquiry-id=..." (ticket #30016)

"Please provide an updated government issued ID. The ID provided with your application was expired. Please utilize the link below: https://withpersona.com/verify?inquiry-id=..." (ticket #80071)

Scenario: ftx-claim-distribution-my#login-password-reset-error

Trigger: Customer cannot log in to their BitGo account; receives errors such as "user not found" or an ErrorID when attempting password reset.

Signals: login, password reset, user not found, ErrorID, forgot password, cannot access, account access

Steps:

  1. Verify the email address the customer is using matches their BitGo-registered email.
  2. If there is an account mismatch or a backend issue, make the necessary account-level change (as seen in ticket where support noted "We have made a change to your account").
  3. Direct the customer to reset their password at: https://app.bitgo.com/web/auth/forgot-password/recover-password
  4. If the customer did not receive a verification email, advise them to check spam and, if still not found, to use the password reset link above.
  5. After the fix, verify in logs that the customer has successfully logged in.

Notes: Some customers registered with one email but are attempting to log in with a different email. Always confirm the registered email first. If no account exists under the provided email, ask if they registered under a different address.

"We have made a change to your account - [EMAIL]. Please try and reset the account's login password via this link and let us know if you are still unable to do so - https://app.bitgo.com/web/auth/forgot-password/recover-password" (ticket #27541)

Scenario: ftx-claim-distribution-my#withdrawal-error-classic-view

Trigger: Customer receives an error when attempting to withdraw FTX distribution funds; error message includes "keychain does not have property encryptedPrv" or incorrect wallet password errors.

Signals: keychain does not have property encryptedPrv, withdrawal error, wallet password, 2FA, classic view, withdraw, encryptedPrv

Steps:

  1. Instruct the customer to switch to the old UI by clicking the profile icon in the top right corner, then clicking "Switch to classic view".
  2. Advise the customer to retry the withdrawal from the classic view.
  3. If the error indicates incorrect wallet password: remind the customer that the wallet password is different from the account login password. The wallet password was set during wallet creation.
  4. If the customer has forgotten their wallet password, direct them to: Trade > Wallet Details > Settings > "Forgot wallet password" (labelled "Forgot Wallet Password" in the UI).
  5. If 2FA issues persist, verify the customer is using the correct OTP from the authenticator app configured specifically for BitGo, and initiate the standard 2FA reset procedure if needed (requires ownership verification).

Notes: The "keychain does not have property encryptedPrv" error is resolved by switching to "classic view". This was confirmed by a customer who self-resolved: "I tried to Switch to classical mode and followed other steps for withdrawal." The wallet password is NOT the same as the BitGo account login password.

"Please be informed that access to the specified options requires the switch to the old UI... Step 1 :- Click on the profile icon in the top right corner Step 2:- Click on Switch to classic view" (ticket #29328)

"The error message indicates that the wallet password used during the withdrawal request is incorrect. Please try again and make sure to use the correct wallet password. If you happened to forgot the wallet password you may goto Trade > Wallet Details > Settings > Forgot Wallet Password" (ticket #29328)

"I am able to find some tips in google search and was able to resolve the issue. I tried to Switch to classical mode and followed other steps for withdrawal." (ticket #33533)

Scenario: ftx-claim-distribution-my#zero-balance-before-distribution

Trigger: Customer logs in and sees a $0 balance in their BitGo account and is concerned their FTX distribution is missing, but distribution has not yet been credited.

Signals: zero balance, $0, no assets, distribution not started, funds not showing, empty wallet

Steps:

  1. Confirm the customer's KYC is approved and onboarding is complete.
  2. Explain that balances showing as zero is expected behavior if the FTX distribution has not yet been credited to the account.
  3. Advise: "Please note the FTX distribution process has not begun which is why the assets currently show as zero."
  4. For questions about distribution timing and amounts, direct the customer to FTX Support or the FTX FAQ: https://www.bitgo.com/ftx-faq/
  5. Clarify that BitGo acts solely as the distribution agent and does not have control over the disbursement amounts determined by the FTX estate.

Notes: BitGo cannot provide distribution timelines or amounts. Once distribution occurs, the notification email from BitGo (sent from hello@go.bitgo.com) will specify the expected credit date. For fund-related questions, customers should contact ftxcreditors@bitgo.com or FTX directly.

"Please note the FTX distribution process has not begun which is why the assets currently show as zero." (ticket #39448)

"Please note that BitGo acts solely as the distribution agent and does not have control over the disbursement amounts determined by the FTX estate." (ticket #39448)

Scenario: ftx-claim-distribution-my#country-not-serviceable

Trigger: Customer completed onboarding but FTX portal shows "Distribution Onboarding Failed"; upon checking, the customer's country is not supported by BitGo for FTX distributions.

Signals: onboarding failed, country not serviceable, unsupported country, Distribution Onboarding Failed

Steps:

  1. Check the customer's country of residence against BitGo's list of supported jurisdictions for FTX distributions.
  2. If the country is not serviceable, inform the customer: "Please be informed that your country is not serviceable and therefore we won't proceed further with the request."
  3. Direct the customer to the FTX FAQ for information on alternative distribution service providers: https://www.bitgo.com/ftx-faq/

Notes: Customers in unsupported countries may need to select a different distribution service provider if available. BitGo cannot override country restrictions.

"Please be informed that your country is not serviceable and therefore we won't proceed further with the request." (ticket #33860)

Scenario: ftx-claim-distribution-my#existing-enterprise-new-ftx-retail

Trigger: Customer already has a BitGo Enterprise account and wants to create a retail FTX account, or has multiple accounts and is confused about which one is linked to FTX.

Signals: enterprise account, retail account, switch account, existing account, two accounts, multiple accounts

Steps:

  1. Direct the customer to sign up for a Retail FTX account at: https://www.bitgo.com/ftx/
  2. Confirm they can use the same email address as their existing BitGo account.
  3. After signup, verify the FTX account KYC status is approved.
  4. For customers with multiple FTX accounts under the same email (e.g., FTX US and Blockfolio FTX US), advise that per FTX Support: "If both accounts are under the same email address, you only need to complete Step 8 on one of the accounts. The estate will send the cumulative value from all your accounts under the same email to the DSP at the time of payment."

Notes: Customers do not need to convert their enterprise account to retail. They can have both. The FTX retail signup is separate from the standard BitGo platform.

"To sign up for a Retail FTX account, please use the following link: https://www.bitgo.com/ftx/" (ticket #25810)

"If both accounts are under the same email address, you only need to complete Step 8 on one of the accounts. The estate will send the cumulative value from all your accounts under the same email to the DSP at the time of payment." (ticket #30978)

Scenario: ftx-claim-distribution-my#technical-kyc-update-issue

Trigger: Customer has completed all KYC steps but their status is not updating due to a technical issue on BitGo's side; engineering escalation is needed.

Signals: technical issue, engineering, KYC not updating, blank page, stuck, verification under review, spinning cursor

Steps:

  1. Confirm the customer has submitted all required KYC documentation.
  2. If the KYC status is not updating despite completed submissions, escalate to the Engineering team via the internal FTX Slack channel.
  3. Inform the customer: "There is a technical issue with updating your KYC status and our Engineering team is working to fix this. We will keep you posted on any update as they become available to us."
  4. Follow up with the customer once the Engineering team resolves the issue.
  5. After the fix, confirm to the customer that their KYC is approved and no further action is required.

Notes: Some accounts experienced blank pages after login due to crashed KYC submissions, or KYC auto-rejections that required engineering intervention (e.g., age verification issues). These require backend fixes by the engineering team.

"There is a technical issue with updating your KYC status and our Engineering team is working to fix this. We will keep you posted on any update as they become available to us." (ticket #67517)

"We have fixed the issue and is glad to inform that KYC for your BitGo-FTX account under [EMAIL] is approved now and no further action is required at this point." (ticket #48148)

Scenario: ftx-claim-distribution-my#fraud-scam-report

Trigger: Customer contacts BitGo claiming they were scammed and wants funds recovered or refunded from a BitGo wallet address.

Signals: scam, fraud, refund, stolen funds, complaint, wallet address

Steps:

  1. Inform the customer that BitGo is unable to take direct action on fraud claims.
  2. Advise: "If you feel that you have become a victim of theft or fraud, we encourage you to file a criminal complaint with federal or local law enforcement agencies."
  3. Provide the FBI Internet Crime Complaint Center link: https://www.ic3.gov/
  4. State: "BitGo will gladly comply with law enforcement agencies to provide any information that we can to help further investigations into criminal activity."
  5. Note: "A member of BitGo will not contact you outside of the BitGO domain."
  6. Refer the inquiry to the Compliance team internally and update the customer.
  7. Do not open any attachments from the customer for security reasons.

Notes: This scenario is not FTX-distribution specific but appears in the cluster. BitGo cannot process refunds or freeze wallets based on customer requests alone — law enforcement must be involved.

"If you feel that you have become a victim of theft or fraud, we encourage you to file a criminal complaint with federal or local law enforcement agencies. The FBI Internet Crime Complaint Center can be found at https://www.ic3.gov/ -- this site links to a form where you can file a complaint." (ticket #22970)

Scenario: ftx-claim-distribution-my#payment-not-received-from-ftx

Trigger: The customer's scheduled FTX distribution date has passed, all customer-side requirements are met (KYC approved, Go Account activated, correct account in use, Step 9 shows "Allowed"), but no funds have appeared in the Go Account beyond the normal 1 to 3 business day settlement window.

Signals: distribution date passed, no funds, payment not received, Step 9 Allowed, settlement window, FTX did not send, waiting on FTX, payment instruction

Steps:

  1. Verify all customer-side requirements are met: KYC approval is complete, the Go Account is activated, the customer is accessing the correct account, and the distribution date has passed.
  2. Check the TAT (Turn Around Time) records to determine whether the customer has received their distribution. TAT records are the only records used to verify distribution status — do not check other records for this purpose.
  3. If the TAT records confirm distribution has been processed, advise the customer accordingly and note that settlement typically takes 1 to 3 business days. Example: "We have confirmed via our TAT records that your distribution has been processed. Please check your Go Account again, as funds may be visible but showing as 'pending' until settlement completes. Settlement typically takes 1-3 business days."
  4. If the TAT records do not show distribution has been processed, inform the customer that the distribution has not yet been completed on our end and advise them to wait. Do not escalate to the FTX team.
  5. Document the investigation in the ticket: record the date of investigation, the TAT record findings, and any discrepancies noted.

Notes: This scenario applies only when the distribution date has passed and all customer-side requirements are confirmed complete. BitGo functions as the distribution agent and does not control FTX estate disbursement amounts or schedules. TAT records are the sole source used to verify whether a distribution has been received — no other records are checked, and cases are not escalated to the FTX team.

"We have checked our TAT records and can confirm whether your distribution has been processed on our end. TAT records are the only records we use to verify distribution status. If the TAT records do not show your distribution as processed, we will advise you to wait, as we do not escalate these cases to the FTX team." (ticket #361524)

Scenario: ftx-claim-distribution-my#registered-wrong-signup-flow

Trigger: Customer registered via BitGo's main website (creating a "BitGo starter account") instead of via the FTX claims page. Go Account activation options are not visible in the Trade tab and FTX distribution features cannot be accessed.

Signals: starter account, wrong signup, no Go Account option, Trade tab empty, FTX Enterprise account, claims.ftx.com, ftx-digital, Bahamas, standard BitGo signup

Steps:

  1. Confirm that the customer has an active general BitGo account and determine whether they registered through the standard BitGo website or through the FTX claims page.
  2. If the customer created a BitGo starter account via the standard signup flow, inform them that they need to register through the FTX claims page to create the FTX Enterprise account that unlocks distribution features.
  3. Direct the customer to https://claims.ftx.com/welcome for the standard FTX claims signup. For Bahamas residents, direct them to https://www.bitgo.com/ftx-digital/ instead.
  4. Explain that BitGo automatically creates an FTX Enterprise account linked to the customer's email when they register through the FTX claims page, even if they already have a standard BitGo account under the same email. They should use the same email address for both accounts.
  5. Once the customer completes the FTX claims registration flow, confirm they have access to Go Account activation options under the Trade tab.

Notes: Customers who registered directly through BitGo's website will not have access to FTX distribution features until they complete the FTX claims page registration. Using the same email for both accounts is fine because the system auto-links them. This scenario is distinct from the email-mismatch case where the customer used different emails for BitGo and FTX. For Bahamas residents, the correct URL is https://www.bitgo.com/ftx-digital/ rather than https://claims.ftx.com/welcome.

"BitGo automatically creates an FTX Enterprise account when customers register through the FTX claims page, even if they already have a standard BitGo account under the same email. Customers who registered directly through BitGo's website (creating a 'BitGo starter account') will not have access to FTX distribution features and must register through the FTX claims page to create the FTX Enterprise account." (ticket #359844)

"Direct them to: https://claims.ftx.com/welcome (or https://www.bitgo.com/ftx-digital/ for Bahamas residents)" (ticket #359844)

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