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Cryptocurrency Account Setup, Access, and Withdrawal Issues

Cryptocurrency Account Setup, Access, and Withdrawal Issues

Problem

Customers contact support with a variety of issues related to their cryptocurrency accounts on BitGo, including: inability to send or withdraw crypto assets, accounts not fully enabled after onboarding (missing feature flags such as wallet creation or trading), KYC/compliance reviews remaining pending, incorrect wallet passwords blocking withdrawals, and confusion about BitGo's role versus third-party platforms (e.g., FTX claims). These issues span multiple coins (ETH, SOL, BTC, USDC, XRP) and affect both self-managed and custodial/trading account types.

Diagnostics

  • Verify account status and enterprise ID: Look up the customer's enterprise ID in the admin tool. Confirm the account is fully onboarded, the owner has completed account setup (password set, 2FA configured), and KYC status is approved.
  • Check feature flags / licenses: Confirm that required feature flags are enabled for the enterprise — specifically wallet creation permissions and Trade licenses. A missing Trade license will prevent access to the trading page and wallet creation via UI or API.
  • Review spendable balance vs. settlement: Check if the customer recently traded. Funds are not immediately available for withdrawal after trading due to settlement processing time; the spendable balance may show as 0 until settlement completes.
  • Inspect wallet password / encryption errors: If the customer reports an error such as "not encryptedPrv," this indicates the wallet password used during the withdrawal request is incorrect. Confirm whether the customer is using the correct wallet password and whether they are on the correct UI version (classic view vs. new UI).
  • Determine if the issue involves a third-party platform: If the customer references FTX claims, confirm whether the inquiry is about KYC for the FTX claim process (handled by BitGo) or about fund recovery / claim payment schedules (handled by FTX, not BitGo).
  • Check whitelisting: Confirm that the destination address has been properly whitelisted. For custody (Trust) accounts, bank accounts must also be entered and approved by BitGo Trust before withdrawals.
  • Confirm user roles and permissions: For enterprise accounts, verify whether the logged-in user is an Enterprise Owner or has the correct wallet admin role. Pending access requests may need approval from an existing wallet admin.

Resolution

Scenario: crypto-cryptocurrency-apex-prajapati#account-not-fully-enabled

Trigger: Customer has completed onboarding/KYC but cannot create wallets, sees no "Create wallet" button, gets "forbidden" errors on API wallet creation, or cannot access the trading page.

Signals: forbidden error, no create wallet button, trading locked, feature flag, account not enabled, Go Account activation

Steps:

  1. Look up the enterprise ID in the admin tool.
  2. Confirm that the account owner has completed full account setup — if not, direct the customer to log in using the forgot password flow at https://app.bitgo.com/login/forgot-password and complete login including 2FA setup.
  3. Verify that all required feature flags are enabled for the enterprise, including wallet creation and Trade licenses.
  4. If Trade licenses are missing, add them via the admin tool. Inform the customer to retry.
  5. If the issue requires internal action beyond support scope, escalate to the Relationship Manager or Sales contact (e.g., the customer's assigned BitGo representative) to confirm the correct licenses and flags are provisioned.

Notes: This commonly occurs for newly onboarded enterprises where the agreement is signed but internal provisioning was incomplete. The customer may see the trading page prompt: "Activate your Go Account to start crypto trading through BitGo Prime."

"THank you for the reply. Looks like Trade licenses was not added. Please retry." (ticket #258404)

"We see this account did not complete the account set up, can you please login using the forgot password flow here https://app.bitgo.com/login/forgot-password and completely login first and set up the 2FA?" (ticket #258404)

Scenario: crypto-cryptocurrency-apex-prajapati#incorrect-wallet-password

Trigger: Customer receives an error message such as "not encryptedPrv" when attempting to send or withdraw crypto.

Signals: not encryptedPrv, wallet password, incorrect password, cannot send crypto, withdrawal error

Steps:

  1. Inform the customer that the error indicates the wallet password used during the withdrawal request is incorrect.
  2. Instruct the customer to switch to the classic UI view:
    • Click on the profile icon in the top right corner.
    • Click on "Switch to classic view".
  3. Ask the customer to retry the withdrawal using the correct wallet password.
  4. If the customer has forgotten the wallet password, direct them to: Trade > Wallet Details > Settings > "Forgot wallet password".

Notes: The "Switch to classic view" step is required to access certain wallet settings that may not be visible in the newer UI.

"Please be informed that access to the specified options requires the switch to the old UI. We've attached screenshots to guide you through the process. Step 1 :- Click on the profile icon in the top right corner Step 2:- Click on Switch to classic view" (ticket #261944)

"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 #261944)

Scenario: crypto-cryptocurrency-apex-prajapati#settlement-delay

Trigger: Customer recently purchased or traded crypto and now sees a zero spendable balance or cannot withdraw immediately.

Signals: spendable balance 0, cannot send after purchase, settlement, funds not available

Steps:

  1. Explain to the customer that funds are not immediately available for withdrawal after trading due to settlement processing time.
  2. Ask the customer to wait approximately 24 hours and retry the transfer.
  3. If the issue persists after 24 hours, request the wallet ID and error details in plaintext for further investigation.

Notes: BitGo does not assume responsibility for market price changes during settlement periods. This is standard behavior.

"Please note that funds are not immediately available for withdrawal after trading due to settlement processing time. This ensures that all transactions are properly recorded and processed. As a result, your spendable balance may show as 0 until the funds are fully settled." (ticket #230168)

Scenario: crypto-cryptocurrency-apex-prajapati#withdrawal-whitelisting

Trigger: Customer cannot send crypto to an external wallet and is unfamiliar with the withdrawal process or whitelisting requirement.

Signals: cannot send crypto, no send feature, withdraw, whitelist, metamask, external wallet

Steps:

  1. Instruct the customer to navigate to their wallet and select "Withdraw" next to the asset they wish to withdraw.
  2. Explain that crypto receive addresses must be whitelisted before funds can be sent to them.
  3. For BitGo Trust (custody) accounts, bank accounts also need to be entered into the BitGo App and approved by BitGo Trust before fiat withdrawals.
  4. Guide the customer through adding the destination address to their whitelist if they have not already done so.

Notes: Customers coming from trading-only backgrounds may expect a simple "Send" button. BitGo requires whitelisting for security.

"From your wallet select 'Withdraw' next to the asset you wish to withdraw. Crypto receive addresses will need to be whitelisted, bank accounts need to be entered into the Bitgo App / approved by BitGo Trust in order to send assets to those locations" (ticket #281346)

Scenario: crypto-cryptocurrency-apex-prajapati#ftx-claim-kyc-vs-claim

Trigger: Customer contacts BitGo about an FTX claim — either about KYC status or about fund recovery / payment schedules.

Signals: FTX, claim, KYC under review, fund recovery, payment schedule, claimx.ftx

Steps:

  1. Confirm with the customer whether the inquiry is about KYC status or about the claim/payment itself.
  2. If the KYC is still under review, check the KYC status in the admin tool and escalate to compliance if needed. Once approved, inform the customer their KYC is completed.
  3. If the customer asks about fund recovery, payment schedules, or claim status, inform them that BitGo only handles the KYC portion of the FTX claim process and does not manage the claim itself.
  4. Direct the customer to contact/work with FTX directly for claim-related questions.
  5. If the customer sent funds to an FTX-associated address by mistake, inform them that BitGo cannot recover funds sent to FTX's account.

Notes: BitGo has no insight into the FTX payment schedule or claim distribution process.

"We have no insight to you being able to recover these funds and have no insight into when the payment schedule will be announced. Your team needs to contact/work with FTX on that question. Bitgo only handles the KYC portion of the claim process and not the claim itself." (ticket #191433)

Scenario: crypto-cryptocurrency-apex-prajapati#kyc-pending-review

Trigger: Customer has completed their application or submitted regulatory information but the account shows KYC still under review.

Signals: KYC under review, application completed, compliance, pending review, your information are under review

Steps:

  1. Check the customer's KYC status in the admin tool.
  2. If the review is still in progress, inform the customer that their KYC is under review and the compliance team will contact them once it is completed or if further information is needed.
  3. If the KYC has been approved, confirm this to the customer and advise them to log in and proceed.
  4. If the review appears stalled, escalate internally to the compliance team.

Notes: Some customers may be referred to BitGo by partner platforms (e.g., SoFi). The standard KYC review process applies regardless of referral source. Customers in restricted jurisdictions (e.g., New York) may face additional limitations.

Scenario: crypto-cryptocurrency-apex-prajapati#enterprise-user-role-changes

Trigger: Customer needs to remove or add enterprise owners, update the Control Person, or resolve pending wallet admin access requests.

Signals: remove enterprise owner, Control Person, wallet admin, pending access request, authorization list, DocuSign

Steps:

  1. Confirm the enterprise ID and current user roles in the admin tool.
  2. To update the Control Person, direct the authorized representative to complete the DocuSign Powerform for BO/CP/EO. An ID for the new Control Person is also required and can be uploaded via the form or sent separately as an encrypted file via https://www.bitgo.com/trustencrypt/.
  3. To remove an enterprise owner who is also a wallet admin, note that the user must first be removed from the wallet before they can be removed from the enterprise.
  4. Since the user being removed holds both enterprise owner and wallet admin roles, the removal request must be verified over video. Provide the customer with a scheduling link for the verification call.
  5. Escalate to Trust Operations (trustoperations@bitgo.com) or Trust Onboarding (trustonboarding@bitgo.com) as appropriate for account structure changes.

Notes: Key role definitions: Primary Contact is the first Enterprise Owner by default. Enterprise Owner can invite users, set policies, and transact. Control Person is for FinCEN Beneficial Ownership requirements (not related to BitGo account operations). Signatories determine who can act on behalf of the company with BitGo Trust.

"Before we can remove this user from the Enterprise, they must also be removed from the wallet they are a part of. Since they are an owner on the Enterprise and an Admin on the wallet, we will need to verify this request over video." (ticket #227946)

"To circle back, in order to update you as the Control Person for the account, could you please complete this form? DocuSign Powerform for BO/CP/EO. We also ask for an ID for the new Control Person; this can be uploaded to the linked form above, or sent separately to me as an encrypted file via https://www.bitgo.com/trustencrypt/" (ticket #227946)

Related

  • creating-a-wallet — Covers wallet creation flow and wallet type selection, relevant when customers cannot find the "Create wallet" button
  • introduction-to-prime — Explains Go Account and BitGo Prime Trading requirements, relevant for trading access issues
  • staking-your-assets-overview — General reference for supported asset operations on the platform