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BitGo Resource Center: Access, Activation, and Login Issues

BitGo Resource Center: Access, Activation, and Login Issues

Problem

Customers contact support when they cannot access the BitGo Resource Center — a separate portal (hosted on Salesforce Experience Cloud) used by enterprise clients to view documentation, submit cases, and access knowledge articles. Common symptoms include: not receiving the activation email, being unable to log in or reset a password, being blocked/receiving an error when navigating to the Resource Center from the BitGo UI, or not having an account at all. The Resource Center uses separate credentials from the main BitGo platform login at https://app.bitgo.com. Access is restricted to enterprise clients only.

Diagnostics

  • Confirm the customer is an enterprise client. The Resource Center is available only to enterprise/institutional customers. Non-enterprise users requesting access should be informed of this restriction.
  • Verify the login URL the customer is using. The correct Resource Center login page is: https://bitgo.my.site.com/ResourceCenter/s/login
  • Check whether the customer has ever had a Resource Center account. Search the customer's email in Salesforce to determine if a contact record and Resource Center user exist. Look for duplicate contacts — multiple Salesforce contacts for the same email can cause cases not to appear under "My Cases."
  • Check if an activation email was already sent. The activation email subject line is: "BitGo Resource Center User Activation". Ask the customer to search all folders (primary, social, promotion, junk, trash, spam) for this subject.
  • Determine if this is a new access request vs. existing account issue. New users need an activation email sent by support; existing users who are locked out or blocked may need a password reset or an engineering investigation.
  • Check for platform-wide Resource Center outages. If multiple customers from different organizations report being blocked simultaneously, this may be an infrastructure issue requiring escalation to engineering (internal Slack channel #C05TD4G1AHG has been used historically for these escalations).

Resolution

Scenario: resource-center-access-centre#new-enterprise-user-needs-activation

Trigger: An enterprise client requests access to the Resource Center for the first time and has never received an activation email.

Signals: requesting access, resource center, activation, first time, no account, need access, new account, enterprise client

Steps:

  1. Confirm the customer belongs to an enterprise/institutional account in Salesforce.
  2. Send the customer an activation email via the Resource Center admin. The email subject will be "BitGo Resource Center User Activation".
  3. Inform the customer to check all email folders (primary, social, promotion, junk, trash, spam) for the activation email.
  4. Advise the customer that the Resource Center uses separate credentials from their BitGo platform login. For security reasons, BitGo recommends using a different password than their BitGo login password.
  5. Provide the login URL: https://bitgo.my.site.com/ResourceCenter/s/login/
  6. Confirm the customer can log in successfully.

Notes: Internal BitGo staff (e.g., account managers) may also request Resource Center access on behalf of a client contact — process is the same. The request may come from a BitGo employee CC'ing the customer.

"We had just send you an activation email to activate your account on our Resource Center. Please let us know if you face any difficulty signing up/logging in." "We have sent you the activation email through your registered BitGo email address. Please check for the email in your primary, social, promotion, Junk, Trash and spam folders. Search for Subject: 'BitGo Resource Center User Activation'"

Scenario: resource-center-access-centre#non-enterprise-user-denied

Trigger: A non-enterprise (self-managed, retail, or non-institutional) customer requests access to the Resource Center.

Signals: requesting access, resource center, not enterprise, self-managed, non-institutional, no enterprise account

Steps:

  1. Verify in Salesforce that the customer does not belong to an enterprise account.
  2. Inform the customer that the Resource Center is currently available only to enterprise clients.
  3. Offer to assist the customer with their underlying question via the standard support channel.

Notes: This applies to customers who created a standard BitGo account and assume the Resource Center is available to all users.

"I sincerely apologize, currently only our enterprise clients have access to the Resource Center. We are sorry for the inconvenience it may have caused." "Unfortunately, access to our Resource Center is restricted to our institutional customers."

Scenario: resource-center-access-centre#password-reset-or-login-loop

Trigger: An existing Resource Center user cannot log in — the password reset link redirects back to the sign-in page without allowing a new password to be set, or the reset email is not received.

Signals: password reset, login loop, forgot password, not receiving reset email, unable to activate, reset password link, sign in page

Steps:

  1. Ask the customer to try the forgot-password page directly: https://bitgo.my.site.com/ResourceCenter/s/login/ForgotPassword
  2. If the password reset email is not received or the link redirects to the login page without prompting a new password, escalate internally (tag the Resource Center admin, historically Sarah Riley or equivalent).
  3. The internal admin can manually send a password reset email or re-send the activation email.
  4. Once the reset is issued, instruct the customer to check all email folders for the reset email and complete the password change.
  5. Confirm successful login.

Notes: Remind the customer that the Resource Center uses separate credentials from the main BitGo platform. If the customer's activation link expired before first use, a new activation email must be sent by support.

"Could you try the reset password link: https://bitgo.my.site.com/ResourceCenter/s/login/ForgotPassword a new password link will be sent via email" "We have resolved the issue and reset your password to your account. Please let us know if you are seeing any further issues."

Scenario: resource-center-access-centre#wrong-login-url

Trigger: The customer is attempting to access the Resource Center but is using the wrong URL or navigating from an unclear link on the BitGo website.

Signals: wrong URL, locked out, resource center, where to login, portal link, cannot find

Steps:

  1. Ask the customer for the URL they are currently using to access the Resource Center.
  2. Provide the correct login URL: https://bitgo.my.site.com/ResourceCenter/s/login
  3. Confirm the customer can reach the login page and authenticate.

Notes: Some customers navigate to the Resource Center from within the BitGo web app UI or from links on the marketing website; these may not always resolve correctly.

"You will want to login at the following page if you are not already doing so: https://bitgo.my.site.com/ResourceCenter/s/login"

Scenario: resource-center-access-centre#platform-wide-blocked-error

Trigger: One or more existing users who previously had working access are suddenly blocked or see an error when trying to reach the Resource Center; the issue is reproducible across multiple users and/or organizations.

Signals: blocked, error window, previously able to access, colleagues also encounter, platform issue, engineering, unable to access resource centre

Steps:

  1. Collect the affected user email addresses and the error screenshot if available.
  2. Confirm the issue is not isolated to a single user — check whether other customers are reporting the same error around the same time.
  3. Escalate internally to the engineering team via the Resource Center Slack channel (historically #C05TD4G1AHG).
  4. Inform the customer that the issue is being reviewed by engineering and that support will follow up once resolved.
  5. Once engineering confirms the fix, notify the customer and ask them to retry accessing the Resource Center at https://bitgo.my.site.com/ResourceCenter/s/login

Notes: These outages have historically been related to the hosting platform (Salesforce Experience Cloud). Multiple tickets from November 2025 (e.g., tickets #261576, #262194, #264449) show the same blocking error affecting different organizations simultaneously. Resolution typically requires an engineering-side fix, not a user-side action. If an individual user's access was affected by the host issue, support may also need to confirm the fix resolved their specific account.

"This should be fixed now. Let us know if issue persists." "This is an issue with the host of our Resource Center. We are working with them to get this sorted for you." "Please retry accessing the Resource Center using the following portal link: https://bitgo.my.site.com/ResourceCenter/s/login"

Scenario: resource-center-access-centre#missing-cases-duplicate-contacts

Trigger: A customer can log in to the Resource Center but cannot see all of their submitted cases under the "My Cases" tab, or the "Record Link" in email notifications throws an error.

Signals: My Cases, missing cases, record link error, cases not showing, duplicate contacts, resource center not working properly

Steps:

  1. Search Salesforce for the customer's email address and check if there are duplicate contact records.
  2. If duplicate contacts exist, merge them into a single contact record so that all cases are associated with one identity.
  3. Confirm in Salesforce that all historical cases now appear under the merged contact.
  4. Inform the customer that the issue was caused by duplicate contact records and that their cases should now be visible under "My Cases."
  5. If the customer also cannot log in after the merge, reset their Resource Center password.

Notes: This issue was traced to the Salesforce platform having two contacts for the same email address. Merging them resolved the missing cases. The "Record Link" in auto-generated emails points to a case-specific URL on the Resource Center; if the contact record is mislinked, the link may error out.

"We found that this was due to the SalesForce platform having 2 two contacts for your email address - [EMAIL] These have now been merged into one and you should see all your cases now."

Scenario: resource-center-access-centre#internal-request-on-behalf-of-client

Trigger: A BitGo internal employee (e.g., account manager) requests Resource Center access for a client contact.

Signals: internal request, account manager, provide access, resource centre access, add contact, BitGo employee requesting

Steps:

  1. Verify the request is from a legitimate BitGo internal employee (email from @bitgo.com domain).
  2. Confirm the client contact's email address and that they belong to an enterprise account.
  3. Send the activation email to the client contact's registered email address.
  4. Reply to both the BitGo employee and the client contact confirming that the activation email has been sent.

Notes: These requests often come CC'ing the client. The standard activation process applies — there is no separate workflow for internally-initiated requests.

"Copied on this email is our new enterprise account owner: [EMAIL] Can you please provide resource centre access to her?"

Related

  • getting-started-with-configuring-your-bitgo-enterprise — Covers general enterprise onboarding and admin console setup, which is related to initial Resource Center access for new enterprise clients.
  • none identified for the remaining slots — Resource Center issues are primarily an access/activation topic with no direct chain or coin dependency.