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Non-English Account Access and Recovery Requests

Non-English Account Access and Recovery Requests

Problem

Customers contact BitGo Support in non-English languages (primarily Spanish, Portuguese, French, and occasionally Norwegian, Polish, Indonesian, and others) requesting help with account access issues. These requests typically involve inability to log in, lost passwords, two-factor authentication (2FA) recovery, verification code problems, or general account recovery. Because the requests arrive in a language other than English and often lack the detail needed to diagnose the issue, agents must first request communication in English and then gather ownership verification information before proceeding.

Diagnostics

  • Language of the inbound request: Determine the language used. BitGo Support operates in English; the customer must be asked to reply in English before troubleshooting can begin.
  • Nature of the request: Categorize the request into one of the common sub-types:
    • Password reset / forgotten password
    • Two-factor authentication (2FA) / authenticator reset or change
    • Verification code not received or not working
    • General "cannot access my account" / login error
    • Account deletion or phone number change request
    • Unrelated or spam inquiry (e.g., job inquiries, product questions unrelated to BitGo, or obvious spam)
  • Customer account existence: Search by the customer's email address in admin tools to confirm whether a BitGo account exists. Many of these contacts come from users who may have created an account long ago or may not actually hold a BitGo wallet.
  • Ownership verification materials available: Check whether the customer has provided any of the required verification items (see resolution scenarios below) before proceeding.

Resolution

Scenario: de-cuenta-mi-puedo#non-english-request-initial-response

Trigger: The customer's message is written in a non-English language and the request cannot be understood or acted upon without clarification.

Signals: non-English language, Spanish, Portuguese, French, Norwegian, Polish, Indonesian, unclear request, no details provided

Steps:

  1. Respond to the customer acknowledging receipt of the message.
  2. Politely inform them that BitGo Support requires communication in English: "We are not understanding what you are requesting. Please send us a reply letting us know how we can help you. Please send your reply in English."
  3. If no reply is received within a reasonable timeframe, send a follow-up: "We are following up to check if you are still experiencing this issue or if your issue has been resolved."
  4. Close the ticket if no response is received after follow-up.

Notes: Do not attempt to troubleshoot based on machine-translated fragments alone. The customer must confirm their issue in English so the correct resolution path can be identified.

"We are not understanding what you are requesting. Please send us a reply letting us know how we can help you. Please send your reply in English." (ticket #266498)

Scenario: de-cuenta-mi-puedo#account-recovery-2fa-reset

Trigger: The customer requests account recovery, password help, or 2FA/authenticator reset, and can communicate in English (or has clarified their request).

Signals: recuperar conta, recuperación de clave, no puedo acceder, cambiar autenticador, no tengo acceso al código de autenticación, forgot password, 2FA reset, authenticator change, login error

Steps:

  1. Inform the customer that before a manual reset can be initiated, ownership of the wallet must be verified.
  2. Request all of the following information:
    • Date of BitGo email verification (instruct the customer to search for "Your BitGo Email Verification" in their inbox).
    • 3 transaction hashes (TXIDs) either to or from their wallet. If the customer does not have TXIDs, instruct them to contact the Bitcoin exchange from which they first received bitcoin and request the TXIDs from that exchange's support team.
    • Wallet balance.
  3. If the customer cannot provide the above, they may alternatively provide: the First 8 characters and the Last 8 Characters of the Bitgo Public Key from their keycard.
  4. Once the information is received, verify it against BitGo records.
  5. If verification is successful, initiate the manual reset of Two-Factor Authentication.
  6. If verification fails or the customer cannot provide any of the required information, inform them that the reset cannot be processed without ownership verification.

Notes: This verification process applies to 2FA resets. Password resets may follow a different self-service flow via the login page. If the customer's issue is specifically a forgotten wallet password (not account 2FA), direct them to the "Forgot wallet password" flow if applicable. The keycard alternative (first 8 / last 8 characters of the Bitgo Public Key) is accepted only when the customer cannot provide the primary verification items.

"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) 3 transaction hashes either to or from your wallet. If you do not have your transaction hash(TXID) you must contact the Bitcoin exchange in which you first received your bitcoin and request the TXID's from their Support Team. Wallet balance" (ticket #275531)

"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." (ticket #275531)

Scenario: de-cuenta-mi-puedo#spam-or-unrelated-inquiry

Trigger: The inbound message is clearly spam, a job inquiry, a product question unrelated to BitGo services, or otherwise not a legitimate support request.

Signals: spam, nike, maillot, quiero trabajar, "de que se trata", unrelated product, job inquiry

Steps:

  1. Review the message to confirm it is not a legitimate BitGo support request.
  2. If it is spam or completely unrelated (e.g., advertisements, job inquiries, requests about non-BitGo products), no action is required.
  3. Close the ticket without further follow-up.

Notes: A significant portion of inbound non-English tickets are spam or misdirected inquiries with no connection to BitGo services. Do not engage further with these contacts.

Related

  • two-factor-authentication-reset — Detailed 2FA reset procedures and keycard verification steps
  • account-login-troubleshooting — Common login issues including password resets and verification code delivery problems
  • none identified for policy-related articles (the linked KB articles on policies are not relevant to this ticket cluster)