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Common Errors, ErrorIDs, and General Help Requests on the BitGo Platform

Common Errors, ErrorIDs, and General Help Requests on the BitGo Platform

Problem

Customers contact BitGo support reporting a wide variety of errors—often providing only a cryptic ErrorID string (e.g., cmgl8ckv30jrk0e3x8q4j83tk), a generic subject line like "help" or "error," or vague descriptions without enough context to diagnose. These requests span wallet password failures during withdrawal, frozen/locked accounts needing 2FA resets, HTTP 500 errors on API calls, SOL wallet initialization errors, TRX consolidation issues, login problems, and users who are not BitGo customers at all (fraud victims, third-party platform users). Affected areas include the BitGo web UI, API, Go Account wallets, and FTX/Mt. Gox creditor onboarding flows.

Diagnostics

  • Identify the account first: Look up the sender's email address in the admin tool. If the account is not found, the customer may not have a BitGo account or may be contacting from an unregistered email. Ask them to email from the registered address.
  • Check account freeze status: Determine whether the account is frozen (e.g., due to too many failed 2FA attempts) or "Not Frozen."
  • Check 2FA device status: Review the otpDevices array on the user object — note verified, lastValidatedDate, and type fields.
  • Check wallet type and status: Determine if the wallet is a Go Account wallet (where login password = wallet password) versus a standard multi-sig wallet (where the wallet creator uses their set passphrase, and other users use their BitGo platform password).
  • Check for on-chain initialization: For SOL wallets, verify whether the wallet has been initialized on-chain (requires a minimum deposit of 0.0025 SOL).
  • Check the ErrorID in Grafana/Loki: Search {app="wallet-platform"} |= "<ErrorID>" in Grafana Loki to retrieve the underlying log entry and error context.
  • Check status page: Visit https://status.bitgo.com/ for any ongoing outages or maintenance windows (especially for Ethereum or other specific chains).
  • Request full screenshot and details if vague: When a customer provides only an ErrorID or a one-word subject, request: full-screen screenshot of the error, wallet ID, transaction ID, whether the action was via UI or API, and the specific operation being attempted.

Resolution

Scenario: help-code-problem-error#incorrect-wallet-password

Trigger: Customer receives an error during withdrawal indicating the wallet passphrase is wrong, such as "unable to decrypt keychain with the given wallet passphrase" or "keychain does not have property encryptedPrv."

Signals: unable to decrypt keychain, incorrect wallet password, wallet passphrase, keychain does not have property encryptedPrv, withdrawal error, ErrorID

Steps:

  1. Confirm with the customer that the wallet password is separate from the login password. The wallet creator uses the passphrase they set at wallet creation; any other wallet user uses their BitGo platform login password.
  2. For Go Account wallets specifically, the login password is used as the wallet password. If these become out of sync (e.g., after a login password reset), a wallet password reset is needed.
  3. Instruct the customer to switch to the classic (old) UI:
    • Click on the profile icon in the top right corner.
    • Click on "Switch to classic view".
  4. In the classic view, navigate to: Trade > Go Account -> (on the right side under the profile icon) > Settings tab.
  5. Click the "Forgot Wallet Password" hyperlink to reset the wallet password.
  6. Advise the customer to manually type the new password rather than relying on a password manager, which may save it incorrectly or associate it with a different account.
  7. After resetting, the customer should be able to perform the withdrawal.

Notes: This is one of the most common error scenarios for FTX creditor Go Account users. The option to reset wallet password is only available in the classic view, not the new UI. Recommend Google Chrome on desktop/laptop for best experience.

"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" "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" "For Go Account wallets, the login password is used for the wallet password. The error you are showing is indicating these are out of sync and a password reset is needed for the Go Account wallet."

Scenario: help-code-problem-error#frozen-account-2fa-reset

Trigger: Customer's account is frozen due to too many failed 2FA reset attempts, or the customer has lost access to their 2FA device and needs a manual reset.

Signals: frozen, 2FA, two-factor authentication, locked out, recovery code, failed attempts, ErrorID, account frozen

Steps:

  1. Confirm the account is frozen (check freeze status in admin tool).
  2. Request the following information to verify account ownership:
    • Date of BitGo email verification (search inbox for an email titled "Your BitGo Email Verification").
    • 3 transaction hashes (TXIDs) either to or from the wallet. If the customer does not have TXIDs, they should contact the exchange where they first received their Bitcoin and request the TXIDs.
    • Wallet balance.
  3. Alternatively, accept the first 8 characters and last 8 characters of the BitGo Public Key found on the wallet keycard (Box C).
  4. If the customer has no wallets (e.g., FTX creditor account with only a Go Account), the date of BitGo email verification alone may suffice.
  5. Once ownership is validated, reset the 2FA and unfreeze the account in the admin tool.
  6. Inform the customer to log back in and set up 2FA again.

Notes: If the customer cannot provide any of the required verification details, advise them that the freeze is typically revoked automatically after a period of inactivity with no login attempts. There is no specific time frame for automatic unfreeze. Refer FTX creditors to https://www.bitgo.com/ftx-faq for additional information.

"We see your account is frozen due to too many failed attempts to reset your 2FA. Before we can initiate your 2FA reset and unfreeze your account, we need to verify your ownership of the account." "Alternatively, you may wait for the freeze to be lifted automatically. While there is no specific time frame, the freeze is typically revoked after a period of inactivity with no login attempts." "Alternatively, you may provide us the first and the last 8 characters of your BitGo Public Key found on your wallet keycard (Box C)"

Scenario: help-code-problem-error#sol-wallet-pending-initialization

Trigger: Customer receives error "Wallet pending on-chain initialization" when attempting to send SOL.

Signals: Wallet pending on-chain initialization, SOL, Solana, ApiResponseError, ErrorID

Steps:

  1. Inform the customer that they must deposit at least 0.0025 SOL to initialize their SOL wallet on-chain.
  2. Once the deposit is confirmed, the wallet will be initialized and the customer can proceed with sending transactions.

Notes: This error appears for newly created SOL wallets that have never received a deposit.

"Please be informed that you must deposit at least 0.0025 SOL to initialise your SOL wallet. The issue will be resolved after the deposit is made."

Scenario: help-code-problem-error#trx-withdrawal-needs-consolidation

Trigger: Customer cannot withdraw TRX or TRX-based tokens; funds are spread across multiple receive addresses and need consolidation first.

Signals: TRX, TRON, consolidate, withdraw, can't withdraw, no addresses returned, generate address, consolidation fee

Steps:

  1. Instruct the customer to consolidate funds before withdrawing.
  2. For consolidation via the UI: navigate to the wallet > Addresses tab > 3-Dot menu > Consolidate. Select the specific coin/token to consolidate.
  3. Provide consolidation fee estimates (paid in TRX):
    • TRX: 2,100,000 sun (2.1 TRX)
    • USDT token: 35,834,875 sun (35.834875 TRX)
    • USDC token: 17,021,500 sun (17.0215 TRX)
  4. Each address being consolidated must hold enough TRX to cover the fee. If consolidation fails, the fee is still consumed.
  5. For API consolidation, use: https://developers.bitgo.com/api/express.wallet.consolidateAccount
  6. If the customer sees "No addresses were returned, you most likely need to generate a receive address" and the "Generate Address" button is inactive, escalate internally to the engineering team for investigation.

Notes: The "Generate Address" button being inactive may require backend intervention. Check internal Slack channels for resolution.

"You need to first consolidate the funds and then try to withdraw. For Consolidating via the UI, you will need to navigate to the wallet, then the Addresses tab. There you should see a 3-Dot menu where you can find the option to Consolidate."

Scenario: help-code-problem-error#500-errors-service-outage

Trigger: Customer reports HTTP 500 errors when querying wallet balances or performing operations, or reports Ethereum transactions not appearing on-chain.

Signals: 500 error, outage, maintenance, Ethereum, transactions not showing, explorer, balance not credited, TypeError, Failed to fetch

Steps:

  1. Check https://status.bitgo.com/ for any active incidents or scheduled maintenance.
  2. Ask the customer if the errors are ongoing or intermittent, and request any additional logging or error details.
  3. If an outage is confirmed, inform the customer that the engineering team is actively working on it and direct them to track status at https://status.bitgo.com/.
  4. Follow up once the incident is resolved to confirm the customer's operations are functioning normally.
  5. If the customer reports "TypeError > Failed to fetch," request the full debugging details (Environment, Enterprise Name/ID, Wallet ID, Transaction ID, User ID/email, Error Message, RequestId/reqId, UI or API, Full API endpoint, Full payload omitting passwords, Full response, Email address of API Access Token creator, BitGo Express/SDK Version).

Notes: Transient 500 errors sometimes self-resolve. If the customer reports a drop-off in errors, follow up to confirm stability before closing.

"Our engineering team is currently working to resolve this issue. We shall keep you posted once we have an update. You can track the status of this here: https://status.bitgo.com/"

Scenario: help-code-problem-error#no-bitgo-account-or-fraud-victim

Trigger: Customer's email is not found in the BitGo system, or the customer describes being scammed by a third party using BitGo's name, or the customer is actually a user of a different platform (e.g., Banxx, Baanx) that uses BitGo infrastructure.

Signals: user not found, no account, scam, fraud, different platform, Banxx, Baanx, not registered, wallet address sent to third party

Steps:

  1. Search for the customer's email in the admin tool. If no account is found, do NOT flatly tell the customer their account does not exist with BitGo. Instead, inform them: "We are unable to locate your user account on our platform, please send an email from your account which is registered on BitGo." Also ask whether they may have registered under a different email address — if so, they should reach out again from that email.
  2. If the customer describes a scam or fraud scenario (e.g., sending money to someone who claimed to be associated with BitGo):
    • Inform them that BitGo never asks for money for withdrawals and that a member of BitGo will not contact them outside of the BitGo domain.
    • Direct them to file a complaint with the FBI Internet Crime Complaint Center at https://www.ic3.gov/.
    • State: "BitGo will gladly comply with law enforcement agencies to provide any information that we can to help further investigations into criminal activity."
  3. If the customer is a user of a third-party platform (e.g., Banxx/Baanx) that uses BitGo custody, advise them to contact that platform's support team directly. BitGo does not hold the keys for client hot wallets and cannot recover funds on their behalf.
  4. Confirm that BitGo's official website is https://www.bitgo.com/ and the login portal is https://app.bitgo.com/web/auth/login. If the customer is accessing a different URL, they may not be on the legitimate platform.

Notes: Do not engage further if the customer repeatedly reopens the ticket after being informed that BitGo cannot assist. BitGo currently only provides support in English.

"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." "Please note since you have sent these funds to Banxx Hot wallet you need to work with their support team to recover these funds. BitGo does not hold the keys for the hot wallets."

Scenario: help-code-problem-error#password-reset-forgot-password

Trigger: Customer has forgotten their BitGo login password and cannot access their account.

Signals: forgot password, reset password, can't login, ErrorID, password

Steps:

  1. Direct the customer to the self-service password recovery page: https://app.bitgo.com/web/auth/forgot-password/recover-password
  2. If the customer also needs a 2FA reset, follow the frozen account / 2FA reset scenario.
  3. Recommend using Google Chrome on a desktop or laptop computer for best experience.

Notes: This is distinct from wallet password issues. Login password resets do not change wallet passwords.

"Please use the following link to update your account password for the email: https://app.bitgo.com/web/auth/forgot-password/recover-password"

Scenario: help-code-problem-error#funds-not-spendable-settlement-delay

Trigger: Customer cannot withdraw funds; spendable balance shows as 0 despite having a total balance, typically after a trade or distribution.

Signals: spendable balance 0, can't withdraw, funds not available, settlement, withdrawal error

Steps:

  1. Inform the customer that funds are not immediately available for withdrawal after trading due to settlement processing time.
  2. Ask the customer to try again after some time and confirm if they are then able to withdraw.
  3. If the issue persists, request the wallet ID and error details in plaintext for further investigation.

Notes: This commonly affects FTX creditor Go Account users after initial distribution.

"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."

Scenario: help-code-problem-error#billing-or-enterprise-error-creating-wallets

Trigger: Customer receives an ErrorID when attempting to create wallets or perform enterprise-level operations, and the root cause is a billing/enterprise configuration issue.

Signals: ErrorID, create wallet, enterprise, billing, error on transaction

Steps:

  1. Request the full debugging information from the customer:
    • Environment: Prod/Test
    • Enterprise Name and Enterprise ID
    • Wallet ID (if applicable)
    • Transaction ID (if applicable)
    • User ID/email
    • Error Message and RequestId/reqId
    • UI or API
    • Full API endpoint, payload (omitting passwords), and response
    • Email address of API Access Token creator
    • BitGo Express/SDK Version
  2. Escalate to the billing team if the error relates to wallet creation or enterprise configuration.
  3. Follow up with the customer once the billing team resolves the issue.

Notes: Some ErrorIDs require Grafana/Loki log lookup. The full debugging template helps engineering triage efficiently.

"Hello David, We have fixed the issue, and you should be able to create wallets now."

Scenario: help-code-problem-error#known-platform-bug-confirmation-issue

Trigger: Customer reports they cannot confirm a transaction or action in the UI, and BitGo engineering is already aware of the issue (e.g., tagged as a known CR/bug).

Signals: cannot confirm, confirmation error, known issue, cr-901, platform bug

Steps:

  1. Check internal channels and JIRA for known issues matching the customer's description.
  2. If a known issue is identified, inform the customer that the engineering team is aware and working on a fix.
  3. Follow up once the fix is deployed: "This should now be resolved. Please let us know if you continue to experience issues."

Notes: The internal tag "cr-901" was referenced in one ticket related to a confirmation UI bug. Always check the status page and internal Slack for current incidents.

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