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Webpage Form Submissions and Common Intake Scenarios

Webpage Form Submissions and Common Intake Scenarios

Problem

BitGo receives support tickets auto-generated when someone fills out the "Connect with us" or "Support" form on the BitGo webpage. These tickets arrive with a standard template ("The following person filled out the form on our webpage and selected Support. Please reach out to them accordingly.") and contain the submitter's name, email, phone, company, country, business type, and a free-text message. The challenge for support agents is that many of these submissions lack actionable detail, come from non-customers or scam victims, or relate to services BitGo does not offer. Agents must triage quickly to determine whether the inquiry is legitimate, requires a scam/fraud response, needs routing to sales, or requires standard technical troubleshooting.

Diagnostics

  • Check whether the submitted email address corresponds to an existing BitGo account (search user database by email).
  • Review the "Message" field in the form submission for specifics — many submissions arrive with an empty or vague message.
  • Determine if the submitter mentions a non-BitGo domain (e.g., bitgo.bg-vip3.com, bitgopro.cc) or references Telegram groups, indicating a likely scam report.
  • Check the "Business Type" and "Country" fields to assess whether the person is an individual/retail user (possible scam victim) or an institutional client (possible sales lead).
  • If the user mentions an existing account, verify account status (KYC state, enterprise status, 2FA configuration) in the admin tools.
  • If the message references OTC/trading, confirm whether trading is enabled on the enterprise and whether the inquiry should be routed to sales.

Resolution

Scenario: form-webpage-accordingly-fill#no-details-provided

Trigger: The form submission arrives with an empty "Message" field or only vague text (e.g., "asd", a social media handle, or a generic request like "Please i need help for my b business") and no account details.

Signals: empty message, vague request, no enterprise ID, no wallet ID, no error message, new form fill

Steps:

  1. Send the standard information-gathering response requesting the following details:
    • Environment: Prod/Test
    • Enterprise Name
    • Enterprise ID
    • Wallet ID
    • Transaction ID
    • User ID/email
    • Error Message
    • RequestId/reqId
    • UI or API
    • Full API endpoint exactly as called including BaseURL
    • Full payload omitting passwords
    • Full response
    • Email address of API Access Token creator
    • BitGo Express/SDK Version
  2. If no response is received within 4 days, send a follow-up: "We haven't received any updates from your side. Could you please let us know if the issue has been resolved, or if any further assistance is required?"
  3. If still no response, close the ticket.

Notes: Many of these submissions are spam, test entries, or accidental form fills. Do not escalate unless the user responds with actionable information.

"First Name : asd Last Name : asd Email Address : [EMAIL] Phone Number : 21921912919 Company : asd Country : USA Business Type : VC Service : Support Message : asd" (ticket #267771)

"We have received your support request; however, we noticed that no specific details were provided regarding the problem you are facing. To help us resolve this as quickly as possible, could you please share the details of the issue you are experiencing?" (ticket #272381)

Scenario: form-webpage-accordingly-fill#scam-fraud-report

Trigger: The submitter mentions a non-BitGo domain (e.g., bitgo.bg-vip3.com, bitgopro.cc), references Telegram groups/account managers, asks about locked accounts requiring deposits to unlock, or inquires whether a person claiming to work for BitGo is legitimate.

Signals: scam, fraud, Telegram, fake domain, account manager, locked account, deposit to unlock, bitgo.bg-vip3.com, bitgopro.cc, investment opportunity, trading signals

Steps:

  1. Confirm that the only official BitGo domain is https://app.bitgo.com/ and the official website is https://www.bitgo.com/.
  2. State clearly that BitGo is not associated with the suspicious domain, Telegram group, or individual.
  3. State: "A member of BitGo will not contact you outside of the BitGO domain."
  4. Advise the user to file a complaint with the FBI Internet Crime Complaint Center at https://www.ic3.gov/
  5. State: "BitGo will gladly comply with law enforcement agencies to provide any information that we can to help further investigations into criminal activity."
  6. Refer the inquiry to the Compliance/Security team by Bcc'ing risk@bitgo.com with any scammer details (URLs, Telegram handles, screenshots).
  7. If a fraudulent domain is identified using the BitGo name, escalate internally for a takedown request.

Notes: BitGo does not operate Telegram groups, does not offer investment opportunities, does not have "account managers" contacting people on Telegram, and does not require deposits to unlock accounts. BitGo currently only provides support via email — no phone support or online chat.

"Please note that the only official domain of BitGo is: https://app.bitgo.com/ 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 #268146)

"We do not have a Telegram page. We do not offer investment opportunities. We are a crypto wallet company. To begin using our product, you can create an account at https://app.bitgo.com/auth/log-in. This is our only site. If you are being contacted by an individual not using an @bitgo.com alias, then that person may be trying to scam you." (ticket #141986)

"BitGo has no association or relationship in any capacity with https://m.bitgopro.cc. BitGo recommends you cease all communication or interaction with the above person or application." (ticket #189235)

Scenario: form-webpage-accordingly-fill#new-account-or-sales-inquiry

Trigger: The submitter asks about opening an account, onboarding, API access, OTC trading, or services not yet set up — and does not have an existing account or has a sales-level question.

Signals: new account, sign up, onboarding, OTC, API access, on ramp, connect with us, sales inquiry

Steps:

  1. Check if the email is registered in the BitGo system.
  2. If no account exists and the user wants to sign up, direct them to: https://app.bitgo.com/web/auth/signup
  3. If the inquiry is about products, services, OTC trading, or enterprise features, respond: "It looks like your query will be best handled by our sales team."
  4. Direct the user to fill out the form at https://www.bitgo.com/connect-with-us or email sales@bitgo.com.
  5. Ask for their geographic location to help sales route appropriately.

Notes: BitGo does not currently provide support via Telegram or Slack for standard customers. OTC/trading inquiries should be routed to the sales team, not handled by support.

"You need to register an account with us in order to obtain access to the API token. You can use the following link to signup: https://app.bitgo.com/web/auth/signup" (ticket #269629)

"It looks like your query will be best handled by our sales team. Meanwhile, could you please let us know your geographic location. If you would like to find out more about our product and services, please fill out this form: https://www.bitgo.com/connect-with-us or connect with us via email : sales@bitgo.com and a member of our sales team will contact you to discuss your query further." (ticket #42)

Scenario: form-webpage-accordingly-fill#2fa-reset-request

Trigger: The submitter mentions they cannot access their account due to a new phone, lost authenticator app, or need a new QR code scan for 2FA.

Signals: 2FA, two-factor authentication, authenticator app, new phone, new mobile, QR code, cannot log in, locked out

Steps:

  1. Verify the email address exists in the BitGo system.
  2. Request the following ownership verification information:
    • Date of BitGo email verification (instruct them to search for "Your BitGo Email Verification" in inbox)
    • Wallet balance
  3. Once the user provides both pieces of verification, validate account ownership.
  4. Remove the existing 2FA on the account.
  5. Inform the user: "We have successfully validated the account ownership and removed the existing 2FA on the account. Please try accessing the account and let us know if you need any further assistance."
  6. The user will be prompted to set up 2FA again upon next login.

Notes: Do not reset 2FA without verifying ownership. Both the email verification date and wallet balance are required.

"We require the following to reset the 2FA for your account: Date of BitGo email verification (search for 'Your BitGo Email Verification' in inbox) Wallet balance" (ticket #268909)

"We have successfully validated the account ownership and removed the existing 2FA on the account. Please try accessing the account and let us know if you need any further assistance." (ticket #268909)

Scenario: form-webpage-accordingly-fill#onboarding-form-not-received

Trigger: An existing customer reports that they are stuck in onboarding because a KYC/verification form was not received via email, or the dashboard shows "We will contact you soon" indefinitely.

Signals: missing form, onboarding stuck, KYC pending, Persona verification, we will contact you soon, Organization KYC Status pending

Steps:

  1. Look up the user's email in the admin tools and check the overallState / Organization KYC Status.
  2. If individual KYC is pending, locate the Persona verification link and resend it to the user (links follow the format https://withpersona.com/verify?code=<code>).
  3. If individual KYC shows approved but Organization KYC Status shows pending, escalate to the compliance team for enterprise-level review.
  4. Monitor the internal compliance channel for updates and relay status to the customer.
  5. If compliance advises the customer to redo the process, inform them accordingly: "As per our compliance update, please proceed to do the process again."

Notes: These cases can take extended time (weeks to months) due to compliance review backlogs. Set expectations with the customer and follow up regularly with the compliance team.

"Upon further reviewing the account, it looks like both have been approved... With regards to the Enterprise: 678462ac0f5bc2e0f598b73b0daeb8d1, we have escalated this to our compliance team for a review. Organization KYC Status: pending" (ticket #150484)

Scenario: form-webpage-accordingly-fill#account-freeze-security

Trigger: The submitter reports their email has been hacked and requests that their BitGo account be secured/frozen to prevent unauthorized access.

Signals: hacked email, account freeze, security, unauthorized access, temporary block, gmail compromised

Steps:

  1. Verify the user's identity as best as possible given the compromised email situation.
  2. Temporarily freeze/block the account for security purposes.
  3. Inform the user: "We have temporarily blocked your account. However, once you regain access to your account, please inform us, and we will unfreeze it. Currently, your account has been frozen for security purposes."
  4. Follow up after a reasonable period to check if the user has regained access.

Notes: Exercise caution — social engineering attacks may use this pattern. Validate as much ownership information as possible before unfreezing.

Scenario: form-webpage-accordingly-fill#misdirected-inquiry

Trigger: The submitter contacts BitGo about a company BitGo is not (e.g., Bitstamp, FTX, Ledn, BitPay) or asks about services BitGo does not provide (fiat deposits, bank transfers, investment returns).

Signals: Bitstamp, FTX Telegram, wrong company, fiat deposit, bank transfer, not an exchange, not BitPay

Steps:

  1. Clarify that BitGo is not the company the user intended to contact (e.g., "We are not Bitstamp," "We are not FTX").
  2. If the user is an FTX creditor, point them to the FTX FAQ: https://www.bitgo.com/ftx-faq
  3. If the user asks about converting crypto to fiat or bank deposits, clarify: "BitGo is not an exchange, but a cryptocurrency wallet. You will need to move your funds to a Cryptocurrency Exchange to convert your cryptocurrency into fiat currency."
  4. Close the ticket if no further action is needed.

Notes: BitGo does handle FTX creditor distributions, so some FTX-related inquiries are valid — check whether the user has an FTX creditor account before dismissing.

"Thank you for the email. We are not FTX." (ticket #208694)

"Please note that BitGo is not an exchange, but a cryptocurrency wallet. You will need to move your funds to a Cryptocurrency Exchange to convert your cryptocurrency into fiat currency." (ticket #220149)

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