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BitGo Invoice and Billing Support Issues

BitGo Invoice and Billing Support Issues

Problem

Customers contact BitGo Support with a wide variety of billing and invoice-related questions. Common issues include: broken BTCPay payment links in invoice emails, questions about whether invoices are legitimate, requests to update billing contact information, disputes over invoice amounts or overpayments, requests for alternative payment methods (stablecoins, check, crypto), past-due notices sent in error for already-paid invoices, questions about "asset fee" charges (especially for FTX-source accounts after a 6-month free period), requests for copies of invoices or account statements, invoice amount discrepancies, frozen accounts due to unpaid invoices, and refund requests for overpayments. These issues span invoices from BitGo, Inc., BitGo Trust Co. Inc, and BitGo NY Trust Company.

Diagnostics

  • Identify the customer's enterprise: Look up the Enterprise ID in the admin tool. Confirm the enterprise name, entity (BitGo Inc vs BitGo Trust Co. Inc vs BitGo NY Trust Company), payment plan, and KYC state.
  • Check invoice details: Verify the invoice number (format examples: I00001-*, T00001-*, T00011-*, NY00001-*) against the billing system/NetSuite.
  • Determine the billing entity: Invoices prefixed I00001 are from BitGo, Inc.; T00001/T00011 from BitGo Trust Co. Inc; NY00001 from BitGo NY Trust Company. Wire instructions differ by entity.
  • Check account frozen status: In the admin tool, confirm whether the enterprise is frozen. Frozen accounts are typically due to unpaid invoices.
  • Verify payment receipt: Check with the AR/Billing team (via Slack #billing channel or ar@bitgo.com) whether payment has been received.
  • Confirm BTCPay link functionality: If the customer reports a broken BTC payment link, attempt to access the https://billing.bitgo.com/payment-requests/... URL to confirm whether it loads correctly.
  • Check if FTX-source account: For "asset fee" invoice queries, determine whether the enterprise was sourced from FTX (Source: ftx in admin). These accounts have a 6-month free period after fund distribution, after which asset fees apply.
  • Verify billing contact: Confirm which email address is set as the billing/invoice recipient in the billing system.

Resolution

Scenario: invoice-invoices-trust-co#broken-btcpay-link

Trigger: Customer reports no pay button on the BTCPay invoice page, or the BTC payment link from their invoice email does not work.

Signals: BTCPay, payment link, no button, link doesn't work, billing.bitgo.com, Pay with BitPay, CoinGecko, error, 15 minute timer

Steps:

  1. Acknowledge the issue to the customer.
  2. Escalate to the AR/Billing team via Slack #billing channel or email ar@bitgo.com, providing the invoice number and the specific https://billing.bitgo.com/payment-requests/... URL.
  3. The Billing team will investigate and fix the payment link or generate a new one.
  4. Once fixed, reply to the customer with the updated link: "We have fixed this and the same payment link should work now. Please try again and let us know if you still face any issue."
  5. If the issue is a systemic CoinGecko connection problem (payment system cannot retrieve BTC exchange rate), inform the customer that the BTC payment team is working on the fix and provide alternative payment methods (wire, stablecoin, check) in the interim.

Notes: BTCPay generates a new BTC address for each invoice session. Customers with whitelist policies may need to whitelist a new address each time, which can be cumbersome. If the customer has a whitelist policy, consider temporarily unlocking it (48 hours) and guide them on managing policies.

"We have fixed this and the same payment link should work now. Please try again and let us know if you still face any issue." (ticket #19213)

"the payment system is trying to get the latest Bitcoin price from CoinGecko, but the connection is currently being blocked. Because the system can't verify the exact exchange rate, it is unable to create the invoice for you to pay." (ticket #317349)

Scenario: invoice-invoices-trust-co#invoice-legitimacy-question

Trigger: Customer questions whether an invoice email from BitGo is real or a scam.

Signals: suspicious, scam, real, legitimate, phishing, asset fee, is this real

Steps:

  1. Verify the customer's enterprise in the admin tool and confirm that an invoice was indeed generated for their account.
  2. Confirm to the customer that the invoice is legitimate. For example: "This is a legit email. This invoice is part of [the custody service / the Mt Gox settlement process / asset fees for funds held in your account]."
  3. For FTX-source accounts receiving "asset fee" invoices: explain that the charge is for funds kept in the account past the 6-month free period. Check the actual fund receipt date in the admin transfer history to confirm the 6-month threshold has been crossed.
  4. If the 6-month period has NOT actually elapsed, escalate to the Billing team via Slack #billing to have the invoice reviewed and potentially voided.

Notes: FTX-source accounts may receive asset fee invoices after 6 months. Verify the first fund credit date in admin (e.g., ofc_exchange credit date) to confirm the fee is correctly applied. Some customers have had invoices voided when the 6-month period had not yet elapsed.

"This is a legit email. This invoice is part of the Mt Gox settlement process with the $500 needing to be paid before any settlement payout is accessible on your account." (ticket #218231)

"The invoice is valid and the 'asset charges' would be the amount charged for the funds kept in the account post the 6 months free period." (ticket #262444)

"We got a confirmation internally that you can disregard the invoice for now." (ticket #316729)

Scenario: invoice-invoices-trust-co#update-billing-contact

Trigger: Customer requests that invoices be sent to a different email address, or complaints about receiving invoices for a person who no longer works at the company.

Signals: update, change email, billing contact, remove me, wrong person, add email, invoice recipient

Steps:

  1. Acknowledge the request and confirm the new billing email address with the customer.
  2. Escalate to the AR/Billing team via Slack #billing channel or email ar@bitgo.com / thanh@bitgo.com / sreejamohanty@bitgo.com with the enterprise name, Enterprise ID, and the requested email change.
  3. The Billing team will update the billing contact in the system (NetSuite).
  4. Confirm back to the customer once the change is complete: "We have made the requested change."

Notes: Support cannot directly update billing contacts in NetSuite; this must be done by the AR team.

"Email has been updated in the system for billing/invoice contact." (ticket #192324)

"I've removed Andrei from the distribution list." — Thanh Ma, Sr. AR & Collections Manager, thanh@bitgo.com (ticket #268712)

Scenario: invoice-invoices-trust-co#past-due-notice-already-paid

Trigger: Customer receives a past-due reminder or "Invoices Progressing to 30/60 Days Past Due" notice but has already paid.

Signals: already paid, past due, progressing, 30 days, 60 days, automated, Netsuite, disregard

Steps:

  1. Acknowledge the customer's concern.
  2. Escalate to the AR/Billing team via Slack #billing or ar@bitgo.com to verify whether payment was received.
  3. If payment is confirmed, ask the Billing team to update the account and stop further automated notices.
  4. Inform the customer: "This should now be resolved." or relay the Billing team's confirmation that payment was received.
  5. If the invoice was issued by mistake, relay the Billing team's instruction to disregard the invoice (e.g., "Kindly disregard invoice [number] as it was issued by mistake.").

Notes: Past-due notices are automated from NetSuite. If a client paid in USDT or other crypto, it may take time for the Billing team to match the payment. If a Sales rep confirms the client paid in advance or has a special arrangement, coordinate with Sales (cc the relevant sales contact) and Billing to correct the records.

"This should now be resolved." (ticket #233976)

"Our apologies. Kindly disregard invoice MT00001-286843-2403-1 as it was issued by mistake." (ticket #252509)

"This client paid in advance and we have discussed their specific use case several times. They paid in USDT. They are not late on their invoice can we please make sure this is removed and this doesn't happen again." (ticket #220252)

Scenario: invoice-invoices-trust-co#alternative-payment-methods

Trigger: Customer asks how to pay invoices via stablecoins (USDC/USDT), check, or requests EUR invoicing because they cannot send USD wire.

Signals: USDC, USDT, stablecoin, check, cheque, EUR, crypto payment, alternative, how to pay

Steps:

  1. Inform the customer of the available payment methods:
    • Wire Transfer (domestic or international — details are on the invoice)
    • BTC via BTCPay link in the invoice email
    • Stablecoins (USDC/USDT) on ERC-20 — a designated wallet address must be assigned by the Billing team
    • Check — mailed to: BitGo Inc, 2443 Ash St., Palo Alto, CA 94306, Attn: Accounts Receivable
  2. If the customer wants to pay via stablecoin, escalate to the Billing team (ar@bitgo.com, sreejamohanty@bitgo.com, or thanh@bitgo.com) to request a designated USDC/USDT ERC-20 payment address for the customer's enterprise.
  3. Once the address is provided, share it with the customer: "Please find below your designated USDC payment address on ERC20: [address]. You may use the same address to process future payments."
  4. Note that customers can also pay a lump sum in advance, which will be applied to open and future invoices until the credit is exhausted.

Notes: BitGo does not currently offer invoices denominated in EUR. Check payments do not incur wire fees, which may be preferable for small invoice amounts. Invoices are not viewable within the BitGo platform UI; they are sent via email.

"You may pay us by using any of these methods. You can also pay us a small lump sum amount in advance. We can apply it to the open and to future invoices until the funds are exhausted." (ticket #266241)

"Check payment Mailing Address — BitGo Inc, 2443 Ash St. Palo Alto, CA 94306 Attn: Accounts Receivable" (ticket #270416)

"Request has been submitted to get the wallet address for your enterprise so payment can be process through stable coin." (ticket #247592)

Scenario: invoice-invoices-trust-co#invoice-amount-dispute

Trigger: Customer disputes the invoice amount — unexpected charges, incorrect fees, or amounts that do not match their contract terms.

Signals: dispute, incorrect amount, wrong amount, overage, too high, not in contract, waived, API endpoint charge, asset overage, 3 bps

Steps:

  1. Acknowledge the customer's concern and gather the invoice number, Enterprise ID, and details of the discrepancy.
  2. Escalate to the AR/Billing team via Slack #billing or ar@bitgo.com with the invoice details and the customer's specific question.
  3. If the dispute involves a contractual charge (e.g., a fee that was supposed to be waived per an amended contract), include the relevant Sales/Account Manager in the thread.
  4. The Billing team will review, and if a correction is warranted, they will issue a credit memo and send a revised invoice. For example: "We have issued a credit memo for $500 and applied to invoice [number]. The new invoice total is $[amount]."
  5. Relay the outcome to the customer.

Notes: Common disputes include: (a) Asset overage fees the customer was unaware of (typically based on basis points on custodied assets); (b) Charges that were supposed to be waived per contract amendment; (c) Staking fees on earned rewards. If the Billing team confirms the charge is correct, explain the fee structure (e.g., "Per your signed contract, you have a [plan name] with a fixed monthly fee of $[amount]").

"We have issued a credit memo for $500 and applied to invoice T00001-335027-2509-1. Please find attached the revised invoice. The new invoice total is $5,023.60" (ticket #252811)

"Per your signed contract, you have a Bento plan with a fixed monthly fee or monthly subscription fee of $1,000." (ticket #272278)

Scenario: invoice-invoices-trust-co#overpayment-refund

Trigger: Customer has overpaid an invoice and requests a refund of the excess amount.

Signals: overpayment, overpaid, refund, sent too much, wrong amount sent, credit balance

Steps:

  1. Acknowledge the overpayment report.
  2. Escalate to the AR/Billing team (ar@bitgo.com, sreejamohanty@bitgo.com, thanh@bitgo.com) with the invoice number, the amount paid, and the expected amount.
  3. The Billing team will verify receipt and determine whether to:
    • Apply the overpayment as credit toward future invoices ("this overpayment will be applied towards your future invoice until the credit is exhausted"), OR
    • Process a refund if the overpayment is large.
  4. For refunds, the Billing team may require a voided check or wire details in a bank letter from the customer before processing, especially for large amounts.
  5. Relay the Billing team's response and timeline to the customer.

Notes: For small overpayments, the default approach is to apply the credit to future invoices. For large refunds (e.g., $179K sent instead of $1.7K), additional documentation is required. Refund processing typically takes a few business days once documentation is received.

"We have received your payment on February-19th and this overpayment will be applied towards your future invoice until the credit is exhausted." (ticket #237297)

"To initiate refund to [customer], we need a void check or wire details in bank letter. The refund amount is a big amount, and we are unable to process their request unless without one of their documents." (ticket #272445)

Scenario: invoice-invoices-trust-co#request-invoice-copies-statements

Trigger: Customer requests copies of past invoices, account statements, or transaction reports for reconciliation or accounting purposes.

Signals: invoice copy, statement, report, outstanding invoices, transaction history, charges report

Steps:

  1. Acknowledge the request and note the specific time period or invoice numbers requested.
  2. Escalate to the AR/Billing team via Slack #billing or ar@bitgo.com with the Enterprise ID and the customer's specific request.
  3. The Billing team will generate and send the requested documents (invoice PDFs, account statements, charges reports).
  4. Inform the customer: "We currently do not have an online source for billing statements, but we have escalated this request to our internal billing team to assist."
  5. Follow up with the Billing team if no response within 2-3 business days.

Notes: Invoices are not currently viewable within the BitGo platform UI. They are delivered via email. For transaction-level reports (e.g., itemized sales/transfers), the Support team may need the Enterprise ID and wallet IDs to pull data from admin tools.

"We currently do not have an online source for billing statements, but we have escalated this request to our internal billing team to assist." (ticket #207734)

"Attached are the outstanding invoice copies of your account with statement." (ticket #236607)

Scenario: invoice-invoices-trust-co#frozen-account-unpaid-invoices

Trigger: Customer's account is frozen due to unpaid invoices, and the customer requests unfreezing after payment.

Signals: frozen, unfreeze, blocked, account frozen, can't access, payment received

Steps:

  1. Confirm the enterprise is frozen in the admin tool.
  2. Do NOT unfreeze until receiving explicit confirmation from the AR/Billing team (ar@bitgo.com, sreejamohanty@bitgo.com, or thanh@bitgo.com) that payment has been received.
  3. Once the Billing team confirms payment and requests unfreezing (e.g., "Please unfreeze the account. Payment has been received."), unfreeze the enterprise in the admin tool.
  4. Confirm to the customer: "Account has already been unfrozen. Please try again and let us know if the account will still have issues."

Notes: Support only unfreezes accounts once confirmation is received from the Billing team. Do not unfreeze based solely on the customer's claim of payment.

"Hi Support team, Please unfreeze the account. Payment has been received. Finality Capital Partners EID#- 644689cd561c1c0007183636b82518ba" — Sreeja Mohanty, AR Specialist, sreejamohanty@bitgo.com (ticket #246915)

"Please note that support only unfreeze the accounts once we receive the confirmation from the billing team that payment has been received and request to unfreeze the enterprise." (ticket #207734)

Scenario: invoice-invoices-trust-co#bank-details-changed

Trigger: Customer asks whether the bank account details on an older invoice are still valid, or an invoice contains a note about changed bank details.

Signals: bank account, still valid, wire instruction, changed, Plains Commerce, Signature Bank, HomeStreet

Steps:

  1. Check the current valid wire instructions. As of the most recent tickets, the standard wire details for BitGo Trust Co. Inc are:
    • Beneficiary Name: BitGo Trust Company Inc
    • Beneficiary Address: 6216 S. Pinnacle Pl, Ste 101, Sioux Falls, SD 57108
    • Beneficiary Bank: Plains Commerce Bank
    • Beneficiary Bank Address: 3905 W 49th St, Sioux Falls SD 57106
    • Beneficiary Account #: 900011379
    • Domestic Routing (ABA): 091400554
    • International Correspondent Bank: United Bankers Bank
    • International SWIFT Code: UBBKUS44
    • International Routing (ABA): 091001322
  2. For BitGo, Inc. (non-Trust invoices), wire details reference HomeStreet Bank (ABA 325084426, Account 5391991863).
  3. If the customer has older invoices referencing Signature Bank, confirm those details are no longer valid and provide the current Plains Commerce Bank details.
  4. If unsure, escalate to the Billing team for confirmation and attach the correct bank details.

Notes: BitGo Trust invoices previously referenced Signature Bank; these were updated to Plains Commerce Bank. Invoice emails now include a note: "Our bank account details have changed. Please amend your records to make sure all future payments are credited to our Plains Commerce."

"I have attached the correct current bank details." (ticket #207729)

Scenario: invoice-invoices-trust-co#entity-migration-billing

Trigger: Customer requests migration of billing from one legal entity to another (e.g., company name change or restructuring).

Signals: migration, entity change, new entity, rename, transfer account, termination, new company

Steps:

  1. Acknowledge the request.
  2. Escalate to the Sales team (relevant Account Manager or regional Sales Director) since entity migrations require contract/paperwork changes that Support cannot perform.
  3. Inform the customer: "We have escalated this query to our Sales team, who will assist you with the paperwork that needs to be completed."
  4. Once Sales finalizes the paperwork, the Billing team will update invoicing to the new entity, and Support may be asked to perform technical changes (e.g., switching enterprise plan, confirming enterprise status).

Notes: Entity migration may involve terminating the old entity's contract (potentially with early termination fee waiver if a new entity is simultaneously onboarding), creating a new enterprise, and updating billing records. This is a multi-team process involving Sales, AR/Billing, and Support.

"We have escalated this query to our Sales team, who will assist you with the paperwork that needs to be completed. Once all the necessary document changes are finalized, they will inform you of any further changes that will require assistance from the Support Team." (ticket #30460)

Scenario: invoice-invoices-trust-co#legal-levy-garnishment

Trigger: A government agency (e.g., IRS) contacts BitGo regarding a levy or garnishment against a customer's account.

Signals: levy, garnishment, IRS, legal order, revenue officer, subpoena

Steps:

  1. Do NOT provide account information, status updates, or contact details to the requesting party via email.
  2. Instruct the requesting party to mail all official paperwork to BitGo's headquarters address (found on bitgo.com).
  3. Inform the requester: "Our internal team has requested any and all paperwork for this request be directly mailed to our headquarters address found on our website. Due to privacy and security concerns, they are unable to respond or provide any information to you via electronic means."
  4. Escalate internally to Legal/Finance teams via Slack for awareness.
  5. Any official paperwork received at headquarters will be reviewed for authenticity by finance and legal teams and actioned accordingly.

Notes: BitGo is under no obligation to provide status, contact information, or direct response via email for legal orders. All official responses will go through proper legal channels dictated in the paperwork.

"Our internal team has requested any and all paperwork for this request be directly mailed to our headquarters address found on our website. Due to privacy and security concerns, they are unable to respond or provide any information to you via electronic means." (ticket #52133)

"Any official paperwork will be reviewed for authenticity by our finance and legals teams and then actioned accordingly. If our teams have questions or need assistance, they will reach out through official avenues dictated in the paperwork or outlined online by the IRS." (ticket #52133)

Scenario: invoice-invoices-trust-co#unauthorized-charge-not-customer

Trigger: A non-customer reports an unauthorized charge from "BitGo SD Trust" or similar on their bank statement.

Signals: unauthorized, fraudulent, not a customer, charge to checking, BitGo SD Trust, did not authorize

Steps:

  1. Ask the individual for full details about the charge (receipt from their bank with confirmation numbers; do not request account numbers unless formally needed).
  2. Ask whether they have attempted to set up a BitGo account, or whether they are part of a Mt Gox or FTX claim disbursement.
  3. Look up the individual's name/email in admin to check if there is an associated enterprise or account.
  4. If no account is found and the individual denies any relationship, escalate internally via the appropriate Slack channel (e.g., #mtgox-support or #ftx-creditors) for investigation.
  5. Inform the customer the issue is being investigated and follow up when internal teams respond.

Notes: The phone number on Crunchbase or other third-party sites may not be BitGo's official support number. Recommend customers only use bitgo.com as the source of truth for contact information.

"It appears you got this phone number from Crunchbase, is that correct? We recommend only using Bitgo.com as the source of truth for our contact information." (ticket #233044)

Scenario: invoice-invoices-trust-co#paying-from-go-account

Trigger: Customer asks how to pay invoices from within the BitGo platform (Go Account).

Signals: pay from account, Go Account, how to pay, find invoices, within system, withdraw to bank

Steps:

  1. Explain that invoices are not listed within the BitGo platform UI; they are sent via email from billing@bitgo.com.
  2. To pay from a Go Account (USD), guide the customer:
    • Log in to the BitGo platform at https://app.bitgo.com/
    • Navigate to Assets > US Dollar > Go Account
    • Under the Banking Tab, click "+ Add Bank Account" and add BitGo Trust Company Inc's bank details:
      • Name: BitGo Trust Company Inc
      • Address: 6216 S. Pinnacle Pl, Ste 101, Sioux Falls, SD 57108
      • Bank: Plains Commerce Bank
      • Bank Address: 3905 W 49th St, Sioux Falls SD 57106
      • Account #: 900011379
      • Domestic Routing (ABA): 091400554
    • Once added, go to Assets > US Dollar > Withdraw
    • Choose "From: Go Account", "Send To: Bank Account", and select BitGo Trust Company Inc from the dropdown.
  3. If the customer needs invoice copies, request them from the Billing team.

Notes: Not all customers have a Go Account. This method is only available for customers with USD in a Go Account. For customers without a Go Account, provide standard wire/check/crypto payment options.

"Under Banking Tab > +Add Bank Account... Once the Bank details are added into your Bank Account list, then you can proceed the payment by going to Assets, choose US Dollar > Withdraw. Choose from Go Account. Send To: choose Bank Account > click the Drop down arrow (choose BitGo Trust Company Inc)" (ticket #318741)

Key Internal Contacts for Billing Escalations

Role Name Email
Sr. AR & Collections Manager Thanh Ma thanh@bitgo.com
AR Specialist Sreeja Mohanty sreejamohanty@bitgo.com
AR Specialist Nileena Menon nileenamenon284@bitgo.com
Billing team alias — billing@bitgo.com
AR group alias — ar@bitgo.com
Invoices alias — invoices@bitgo.com

Slack channel for billing escalations: #billing (C010LBZGFFF)

Related

  • go-network-overview — Covers Go Account functionality including fiat deposits/withdrawals used for invoice payment
  • bitgo-global-regulated-entities — Explains the different BitGo entities (Inc, Trust, NY Trust) that issue invoices under different licensing structures