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Payment, Billing, and Transaction Inquiries — Triage and Resolution

Payment, Billing, and Transaction Inquiries — Triage and Resolution

Problem

Customers contact BitGo support with a broad range of payment- and billing-related inquiries. These include: (1) transactions stuck in an unconfirmed/pending state on-chain, (2) wallet password errors when attempting to send funds, (3) questions about BitGo custody billing methodology and invoice payments for enterprise/wealth management accounts, (4) FTX creditor distribution timeline questions sent to BitGo as the distribution agent, and (5) misdirected requests from users who are not BitGo customers (e.g., users of unrelated third-party services like Bitscript, Etsy, Chime, or Payoneer). These inquiries arrive across multiple product areas and chains, most commonly Bitcoin.

Diagnostics

  • Verify the sender is a BitGo customer. Search for the sender's email in the admin tool (admin.bitgo.com). If no account is found, the request is likely misdirected from a third-party platform.
  • For stuck/unconfirmed transactions: Look up the transaction hash on a block explorer (e.g., mempool.space for BTC). Check whether the fee used is below the current confirmation threshold. In the BitGo UI, check whether the "Stuck Transaction" tab is available for the relevant wallet.
  • For "payment failed" / wallet password errors: Check whether the user has recently changed their login password. Look for a banner in the UI indicating a password change that has not been synced to the wallet. Determine whether the user was added to the wallet by another admin (shared wallet scenario).
  • For FTX creditor payment/distribution questions: Confirm the user's FTX creditor status via admin.bitgo.com (look for ftxCreditorId, source: ftx-retail). Check KYC approval status. Note that BitGo does not control disbursement amounts or timelines — those are determined by the FTX estate.
  • For enterprise billing questions: Identify whether the account is a direct enterprise account or a wealth management platform account. Check with the A/R team for invoice payment status. Note that 3rd-party billing features only exist on the wealth management platform, not on direct enterprise accounts.
  • For merchant account access issues: Check KYC approval status in admin.bitgo.com. Determine whether a pending KYC approval is blocking login.

Resolution

Scenario: payment-billing-payments-credit#stuck-unconfirmed-transaction

Trigger: Customer reports a sent transaction has been pending/unconfirmed for an extended period (hours or days).

Signals: unconfirmed, pending, stuck transaction, low fee, mempool, payment pending

Steps:

  1. Look up the transaction hash on a block explorer (e.g., https://mempool.space/tx/<txid> for Bitcoin) to confirm the fee level relative to current network conditions.
  2. Inform the customer that the transaction fee used may be too low for immediate on-chain confirmation.
  3. Instruct the customer to log in to the BitGo UI, select the relevant wallet, and navigate to the Stuck Transaction tab to attempt to accelerate the transaction.
  4. If the Stuck Transaction tab does not display or function correctly on mobile, advise the customer to try from a desktop or laptop computer using the Google Chrome browser.
  5. If the transaction eventually confirms on its own, no further action is needed.

Notes: The Stuck Transaction feature (CPFP — Child Pays for Parent) may not render properly on mobile browsers. Always recommend desktop Chrome.

"It appears due to the fee used in your transaction is low for what is immediately confirming on-chain... Within our UI, if you select the wallet and then the Stuck Transaction tab, you may be able to accelerate the transaction." (ticket #232135)

"Please try this from a desktop or laptop computer using the Google Chrome browser" (ticket #232135)

Scenario: payment-billing-payments-credit#wallet-password-mismatch-after-login-change

Trigger: Customer receives a password error when attempting to send/withdraw funds, especially after changing their login password.

Signals: payment failed, wallet password, password error, incorrect password, cant make payment, passworld eror

Steps:

  1. Confirm whether the customer recently changed their BitGo login password. A banner may appear in the UI indicating the password change.
  2. Explain that changing the login password does not automatically sync the new password to existing wallets. The wallet password remains the old login password that was active when the user was added to (or accepted the invite for) that wallet.
  3. If the customer remembers their old login password, instruct them to use the old login password as the wallet password for withdrawals.
  4. If the customer does not remember the old password, the wallet admin must: a. Cancel all pending/old wallet share invites. b. Remove the user from all existing wallets. c. The user should then reset their password and log in with the new password. d. Only after the user has logged in with the new password should the wallet admin re-send wallet share invitations.
  5. Emphasize: the wallet admin must not generate new wallet share requests before the user has completed the password reset and logged in with the new credentials.

Notes: Old wallet share requests created before the password change will still reference the old password. All old invites must be cancelled before re-issuing.

"Please note that once you change the login password it does not synch the new changed password on your wallet as well. In order to update the password on the wallet, you need to be removed and readded by the wallet admin, or you need to use your old login password as your login password." (ticket #251833)

"Please request the wallet admins to do not generate the wallet share requests before you change your password. Only initiate the request once you successfully reset the password and login to your account with new password." (ticket #251833)

Scenario: payment-billing-payments-credit#ftx-creditor-distribution-timeline

Trigger: Customer asks when they will receive their FTX distribution payment, or reports that funds have not arrived.

Signals: FTX, payment, remittance, distribution, when will I get paid, creditor, claims, ftxcreditors@bitgo.com

Steps:

  1. Verify the customer's FTX creditor account status in admin.bitgo.com. Check the ftxCreditorId and KYC approval status.
  2. If KYC is pending, escalate internally to get it approved. Once approved, inform the customer that no further action is required on their side.
  3. Inform the customer that BitGo acts solely as the distribution agent and does not control disbursement amounts or timelines — those are determined by the FTX estate.
  4. Direct the customer to the official FTX claims portal for distribution status: https://claims.ftx.com
  5. For questions about timelines or payout amounts, direct the customer to FTX support: https://support.ftx.com/hc/en-us/articles/19223337707412-Official-Email-Addresses
  6. Point the customer to the BitGo FTX FAQ for general information: https://www.bitgo.com/ftx-faq/

Notes: FTX has multiple distribution cycles. BitGo cannot provide specific payout dates or amounts. If the customer has already successfully withdrawn assets, confirm that with them.

"Please note that BitGo acts solely as the distribution agent and does not control the disbursement amounts, which are determined by the FTX estate. For questions regarding the expected payout or transfer status, we recommend reaching out to FTX support directly at https://support.ftx.com/hc/en-us/articles/19223337707412-Official-Email-Addresses" (ticket #245645)

"Please note that BitGo is not able to provide any timeline regarding the distribution of funds. For the most up-to-date information, we recommend visiting the official FTX claims portal: https://claims.ftx.com" (ticket #320500)

Scenario: payment-billing-payments-credit#enterprise-billing-and-invoices

Trigger: Enterprise or wealth management client asks about invoice payments, billing methodology, fee calculation, or requests a change to billing frequency.

Signals: billing, invoice, custody fee, A/R, quarterly billing, monthly billing, 100 bps, USDC, wealth management, prepay, whitelist

Steps:

  1. For invoice payment confirmation, check with the BitGo A/R team to verify whether the payment has been received and credited.
  2. For billing frequency changes: BitGo only offers monthly billing for direct institutional accounts. Quarterly billing is not available. However, the customer can prepay a larger amount and the A/R team will pull future invoice payments from that balance.
  3. For third-party fee calculations on direct enterprise accounts: BitGo does not have a 3rd-party billing feature for direct enterprise accounts (that feature exists only in the wealth management platform). The customer must calculate their own fees using the average account value from the monthly invoice and their agreed-upon rate (e.g., monthly average account value * [100 bps / # days in that month]).
  4. For USDC fee sweeps on the wealth management platform: a whitelist request for the central BitGo wealth management billing wallet address will need to be approved. Enterprise admins will see a notification regarding a "policy change" — this refers to adding the whitelisted address. At least one admin approval may be required per standard policies.
  5. To approve the whitelist request: instruct the admin to log into app.bitgo.com, look for a badge icon over the notification bell in the upper right-hand corner, and follow the approval flow. Alternatively, the BitGo Verify app (available on the App Store and Google Play) can be used for approval tasks from a phone.

Notes: This scenario applies to enterprise custody clients and wealth management platform users. It does not apply to standard self-service wallet users.

"Unfortunately we only offer monthly billing for the direct institutional accounts. However you can prepay a larger amount on the account and then the A/R team will pull future invoices payments from that balance instead, while it remains." (ticket #267149)

"we don't have a 3rd party billing feature for these direct enterprise accounts - that only exists in the wealth management platform. The monthly invoices that you receive for Phil's account should include an average account value for the period, which the BitGo custody fee is based on." (ticket #267149)

"Gary, when you log into app.bitgo.com, you should see a badge icon over the notification bell in the upper right hand screen, which will take you directly to the approval... Also for future reference we now have an app - BitGo Verify that allows you to perform these approval tasks from your phone." (ticket #267149)

Scenario: payment-billing-payments-credit#merchant-account-access-blocked-by-kyc

Trigger: Enterprise or merchant account user cannot log in or access their account, and KYC approval is pending.

Signals: merchant account, access issues, KYC, blocked, cannot log in, account access

Steps:

  1. Look up the user's enterprise account in admin.bitgo.com.
  2. Check whether there is a pending KYC approval blocking access.
  3. If KYC is pending, escalate internally to the appropriate team to approve the KYC.
  4. Once approved, inform the customer to retry login at https://app.bitgo.com/auth/log-in.
  5. Follow up to confirm the access issue is resolved.

Notes: This commonly applies to new merchant or enterprise accounts where onboarding KYC has not yet completed.

"This pending KYC should now be approved. Please retry the login and let us know if there are still problems." (ticket #222573)

Scenario: payment-billing-payments-credit#misdirected-non-bitgo-customer

Trigger: The sender's email is not found in BitGo systems, and the inquiry relates to a third-party service (e.g., Bitscript, Etsy, Chime, Payoneer, Dropbox).

Signals: not a customer, no account found, Bitscript, Etsy, Chime, Payoneer, Dropbox, credit card, merchant card, payment method, unable to locate

Steps:

  1. Search for the sender's email in admin.bitgo.com. If no account is found, confirm that the user is not a BitGo customer.
  2. Reply to the customer: "We are unable to locate your user account on our platform, please send an email from your account which is registered on BitGo."
  3. If the customer references a third-party service (e.g., Bitscript, Etsy, Payoneer), inform them that BitGo is not involved or associated with that service.
  4. If the customer persists, ask them to clarify the URL they are using. Provide the correct BitGo login URL: https://app.bitgo.com/auth/log-in
  5. Close the ticket if the customer does not respond after follow-ups.

Notes: A significant volume of inbound tickets come from non-BitGo users who have confused BitGo with another platform. BitGo does not offer consumer payment gateway services, credit card processing, or connections to services like Etsy or Payoneer.

"We are unable to locate your user account on our platform, please send an email from your account which is registered on BitGo." (ticket #74916)

"What is the URL you are using to access our site? We are not involved or associated with Bitscript." (ticket #74916)

Related

  • bitcoin-transactions — Covers Bitcoin deposit/withdrawal UI flows and transaction monitoring.
  • policies-faqs — Relevant for understanding policy change approvals triggered by whitelist additions in billing scenarios.
  • ovc-environment-setup — Background on wallet key management, tangentially relevant to wallet password and signing concepts.