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Accounts Receivable: Past-Due Invoices, Enterprise Freezes, Unfreezes, and Terminations

Accounts Receivable: Past-Due Invoices, Enterprise Freezes, Unfreezes, and Terminations

Problem

BitGo's Accounts Receivable (AR) team — primarily the AR Specialist (sreejamohanty@bitgo.com) and the AR & Collections Manager (thanh@bitgo.com) — manages a recurring lifecycle for enterprise accounts with past-due balances. Customers with unpaid invoices receive escalating reminders, and if payment is not received by a stated deadline, their enterprise is frozen (blocking platform operations). Once payment is confirmed, AR requests an unfreeze. Separately, when a client terminates their contract or refuses to pay, AR requests that the enterprise payment plan be switched to "basic" (effectively terminating the paid plan). Support agents are the ones who execute these freeze, unfreeze, and plan-change operations on the enterprise. This article covers the end-to-end process and the most common scenarios agents encounter.

Diagnostics

  • Identify the requester and authorization chain. Freeze/unfreeze/termination requests should come from an internal BitGo email (typically sreejamohanty@bitgo.com, nileenamenon284@bitgo.com, thanh@bitgo.com, or a CSM/Sales person). Verify the email is from a @bitgo.com domain.
  • Check for explicit approval. For Tier 1 and Tier 2 clients, AR requires approval from a Sales lead, CSM, or manager (e.g., Luis Ayala, Frank Wang, Travis Tom, Nick Coombs, Adam Sporn, or Stephanie Zhang) before freezing or terminating. Look for an "Approved" or equivalent confirmation in the email thread.
  • Tier classification matters for who updates Salesforce. For Tier 1 & 2 accounts, the CSM/Sales should update the account status in Salesforce to "Frozen" and add the Frozen date. AR can only update Tier 3 accounts directly in Salesforce.
  • Look up the Enterprise ID (EID). AR will provide the EID in the request. Use internal admin tooling (TAT or equivalent) to pull up the enterprise and verify its current state: payment plan, freeze status, KYC state, owners, and contact info.
  • Confirm the requested action. The request will be one of:
    • Freeze the enterprise (due to non-payment)
    • Unfreeze the enterprise (payment received)
    • Switch payment plan to basic (account termination/closure)
    • Freeze and switch to basic (freeze + terminate in one step)
    • Unfreeze then switch to basic (if frozen and terminating simultaneously)
  • Check current freeze status. If a freeze request comes in but the enterprise is already frozen (as seen in some tickets), confirm back to the requester that it is already frozen.
  • Verify outstanding balance if relevant. AR will typically state that payment has been received before requesting an unfreeze. Agents do not need to independently verify payment but should note any discrepancies flagged in the thread.
  • Check for an assigned CSM. Enterprise accounts — especially Tier 1 and Tier 2 — may have an assigned Customer Success Manager (CSM) who is actively managing the relationship. If a customer contacts support directly about a billing or account issue, check internally for the account's current CSM and loop them in. If the previous CSM has left or changed, reach out internally to identify the new CSM before responding to the customer.

Resolution

Scenario: sreeja-mohanty-ar-due#freeze-for-nonpayment

Trigger: AR Specialist or AR Manager requests an enterprise freeze due to non-payment, with approval from Sales/CSM for Tier 1/2 accounts.

Signals: freeze, non-payment, past due, PENDING FROZEN, overdue, EID, sreejamohanty@bitgo.com, nileenamenon284@bitgo.com, ar@bitgo.com

Steps:

  1. Confirm the request email originates from a @bitgo.com address (typically sreejamohanty@bitgo.com, nileenamenon284@bitgo.com, or thanh@bitgo.com).
  2. Confirm that approval from an authorized Sales/CSM contact is present in the email thread for Tier 1/2 clients.
  3. Look up the Enterprise ID (EID) provided in the request using internal admin tooling.
  4. Execute the freeze on the enterprise. The freeze is typically set with a far-future expiration date (e.g., 30+ years out).
  5. Reply to the requester with confirmation including the enterprise details: Enterprise Name, ID, Contact, Payment Plan, KYC State, Feature Flags, Enterprise Policy, and the Freeze active-till timestamp.

Notes: If the enterprise is already frozen when you look it up, reply to the requester confirming it is already in a frozen state and provide the current freeze details. AR may not always be aware of a prior freeze applied by another team or process.

"Hi Sreeja, Good day. We have completed the request to Freeze the Ent: 63f7d865f2884400076fa43f997e66c6 ... Freeze: Active till 2123-11-20T14:43:01-08:00" "Hi Sreeja, Good day. Looks like this Ent: 64a45489c42d9600076842b1250086c5 is already frozen ... Freeze: Active till 2064-04-14T02:11:32+08:00" "Hi Support team, Please freeze this account due to non-payment. Etana Custody Inc 6272839ed4b9540008163ca35ee28e29 ... @Chris Cook going forward please also email Support and AR when you freeze an account."

Scenario: sreeja-mohanty-ar-due#unfreeze-after-payment

Trigger: AR Specialist confirms payment has been received and requests the enterprise be unfrozen.

Signals: unfreeze, payment received, unfrozen, unfreezed, EID, ar@bitgo.com, sreejamohanty@bitgo.com

Steps:

  1. Confirm the request email is from an authorized internal BitGo address (sreejamohanty@bitgo.com, nileenamenon284@bitgo.com, or thanh@bitgo.com).
  2. Verify the EID provided in the request.
  3. Look up the enterprise in admin tooling and confirm it is currently frozen.
  4. Execute the unfreeze on the enterprise.
  5. Reply to the requester with confirmation including updated enterprise details showing the freeze has been removed.

Notes: In some cases, the client themselves may email support@bitgo.com and cc ar@bitgo.com requesting an unfreeze. Always wait for AR confirmation that payment has been received before unfreezing. Do not unfreeze based solely on the client's claim.

"Hi Support Team, Please unfreeze the account. Payment has been received. Rob Ness EID#- 60d34a3f0a5b9d001d40fd5a247ec361 ... Sreeja Mohanty AR Specialist sreejamohanty@bitgo.com" "Your account has been unfrozen following payment confirmation. You now have full access to all account features." "Thawed! ... Enterprise ID: 65c3a82a21887467554f97b0da803c4d"

Scenario: sreeja-mohanty-ar-due#switch-to-basic-termination

Trigger: AR requests the enterprise payment plan be switched to "basic" to terminate the account, with appropriate internal approval.

Signals: switch to basic, terminate, termination, basic, payment plan, churn, non-renewal, EID, sreejamohanty@bitgo.com, thanh@bitgo.com

Steps:

  1. Confirm the request is from an authorized internal BitGo address with appropriate approval in the thread.
  2. Look up the Enterprise ID in admin tooling.
  3. If the enterprise is currently frozen AND the request is to terminate (not just unfreeze), you may need to unfreeze first, then change the payment plan to basic. In some cases, you can change the plan directly. Confirm with the requester if unclear.
  4. Change the enterprise payment plan to "basic."
  5. Reply to the requester with confirmation including the updated enterprise details showing Payment Plan: basic.

Notes: - "Switch to basic" is the standard phrasing for account termination/closure in AR requests. It does not mean upgrading or downgrading to a different paid tier.

  • For Tier 1 clients, AR requires a churn report to be submitted in Salesforce before the termination alert is sent to Support. If no churn opportunity exists, the termination alert will not be sent automatically — AR or Sales will email Support directly.
  • Termination requests may come from the client directly (contract non-renewal, voluntary liquidation, business changes) or from AR after prolonged non-payment.
  • If the client has remaining wallet balances, AR or the CSM may need to coordinate asset withdrawal before closure.

"The termination alert will not be sent to the Support team if you don't have a churn opportunity. @Support - please help to turn the below enterprise to basic. Thank you. Ent ID 61a70e26a5921500074e9d427b43450c ... Thanh Ma AR & Collections Manager thanh@bitgo.com" "Hi Support Team, Kindly switch this account to basic(terminate). Panda Exchange SAS – Inc EID- 59532c2aa644023d0729683c6e147bed ... Sreeja Mohanty AR Specialist sreejamohanty@bitgo.com" "Hi Team, Please terminate this account without freezing. This client has paid all their outstanding balance. ... Good Driver Inc. -650a57d79aa2f800074918a2f845b3c0"

Scenario: sreeja-mohanty-ar-due#freeze-and-terminate

Trigger: AR requests that an enterprise be both frozen and terminated (plan switched to basic) simultaneously due to non-payment.

Signals: freeze and terminate, freeze, basic, non-payment, EID

Steps:

  1. Confirm the request and approval chain as in the freeze and termination scenarios above.
  2. Look up the Enterprise ID in admin tooling.
  3. Freeze the enterprise.
  4. Change the payment plan to "basic."
  5. Reply with confirmation showing both the freeze status and the updated payment plan.

Notes: This combined action is typically used for accounts that have been delinquent for an extended period with no prospect of payment.

"Hi Team, Please freeze and terminate this account due to non-payment. XRPayNet Global Limited EID#- 655322abbb85530007581473f3a29eaa ... Thank you for reaching out to BitGo support. We have frozen the account and updated the payment plan to basic."

Scenario: sreeja-mohanty-ar-due#client-frozen-account-inquiry

Trigger: A client contacts support@bitgo.com (often cc'ing ar@bitgo.com) because their account has been frozen and they want to understand how to unfreeze it or make payment.

Signals: frozen, unfreeze, account frozen, can't withdraw, payment, ar@bitgo.com, support@bitgo.com

Steps:

  1. Verify the client's identity by confirming their email matches a registered BitGo account.
  2. Check the enterprise freeze status and confirm it is frozen for non-payment.
  3. Check internally whether the account has an assigned CSM. If the account is being managed by a CSM, loop that CSM in on the ticket before responding to the customer. If the previous CSM has left or is unknown, reach out internally to identify who the new CSM is — the CSM should take the lead on the client relationship.
  4. Loop in the AR team (ar@bitgo.com) if they are not already on the thread. AR will provide the outstanding balance and payment instructions (BTC pay link, USDC address, wire transfer details, or Stripe credit card invoice with 3% processing fee).
  5. Inform the client that their account can be unfrozen once all outstanding invoices are paid and AR confirms receipt.
  6. Do NOT unfreeze until AR explicitly confirms payment receipt and requests the unfreeze.

Notes: - Payment methods observed in tickets include: BTC pay link (via billing.bitgo.com), USDC/USDT on ERC-20, wire transfer, and credit card via Stripe (with 3% processing fee).

  • The frozen-account notification email from AR instructs clients to reach out to support@bitgo.com and cc ar@bitgo.com.
  • If a client claims they have paid but AR has not confirmed, ask the client for a transaction hash or payment confirmation and relay to AR for verification.
  • Enterprise accounts (especially Tier 1 and Tier 2) may have an assigned CSM who is actively managing the account. Do not handle the issue in isolation — always check for and involve the CSM.

"Your account can be unfrozen and proceed per request, once the outstanding balance will be $0.00. Here is consolidated BTC pay link to process the payment. https://billing.bitgo.com/payment-requests/cfab29b5-041b-41c8-b8a7-984e27ae64cf ... Sreeja Mohanty AR Specialist sreejamohanty@bitgo.com" "Payment can be processed through credit card but there will be 3% processing fee. Please let us know if this will be fine with you so we can send you a invoice with link to process the credit card payment."

Scenario: sreeja-mohanty-ar-due#contract-termination-process

Trigger: A client submits a formal termination notice for their BitGo service agreement.

Signals: termination, terminate contract, cancellation, auto-renewal, 60 days notice, 90 days notice, voluntary liquidation, churn

Steps:

  1. Acknowledge receipt of the termination request.
  2. Loop in the client's Customer Success Manager (CSM) or Sales contact. Support does not unilaterally process terminations — the CSM handles the client relationship, confirms contract terms (notice period, termination fees), and coordinates with AR. If the account's CSM has changed, reach out internally to identify the new CSM before proceeding.
  3. The CSM will confirm the termination date, any early termination fees, and the final invoice period.
  4. Once the CSM/AR confirms all outstanding invoices are paid and the termination is approved:
    • AR will email Support requesting the enterprise be switched to "basic."
    • Execute the plan change as described in the "switch to basic" scenario.
  5. Confirm completion to AR/CSM.

Notes: - Contract notice periods vary: tickets reference 30-day, 60-day, and 90-day notice requirements depending on the agreement.

  • Early termination fees may apply per the signed order form. AR calculates these based on the contract terms (e.g., remaining months × monthly fee × 0.5).
  • Termination requests must come from a BitGo-registered email. If submitted from an unregistered email, ask the client to resend from their registered address.
  • For clients with remaining balances, AR/CSM will coordinate asset withdrawal before closure. For gas tank balances, clients may need to contact Support with enterprise details and a destination address.
  • The client's final invoice is typically for the month in which the termination becomes effective. No further billing occurs after the plan is switched to basic.

"Question 1: ... an email request is a formal request. When sending a termination request, please mention the reason for termination. From which date it needs to be effective from and what according to you is the end of contract date. We will confirm that." "No cost will be incurred after the last invoice is paid up in the stipulated period. Your accounts with us will be frozen on our platform and our books after termination."

Scenario: sreeja-mohanty-ar-due#scam-impersonation-not-bitgo

Trigger: An external individual contacts support@bitgo.com describing an investment scheme, account freeze requiring additional payment to "unfreeze," or interactions with a site/entity that is not BitGo (e.g., "Bitbo.vip").

Signals: scam, fraud, Bitbo, investment, SV1, SV2, Investment Profit Taxes, Channel Distribution, impersonation

Steps:

  1. Attempt to locate the user's account using their email. If no account is found, inform them.
  2. Inform the customer that BitGo is not involved in the described activity and that they may be a victim of a scam or fraud.
  3. Direct them to file a complaint with the FBI Internet Crime Complaint Center at https://www.ic3.gov/.
  4. State that BitGo will gladly comply with law enforcement agencies to provide information that can help further investigations.
  5. Confirm the official BitGo website is https://www.bitgo.com/ and advise the customer not to trust any other website claiming to be BitGo.
  6. Request that the customer share the fraudulent website URL so it can be submitted to BitGo's security and compliance team.
  7. Note: A member of BitGo will not contact customers outside of the BitGo domain.

Notes: These inquiries are not related to actual BitGo accounts. Do not attempt to "unfreeze" or investigate further within BitGo systems. The resolution is to redirect the customer to law enforcement.

"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/ ... A member of BitGo will not contact you outside of the BitGO domain ever. Please note our official website is https://www.bitgo.com/"

Related

  • enterprise-account-management — General enterprise administration including payment plans, feature flags, and account lifecycle
  • wallet-policy-errors-and-denials — Clients blocked by wallet policies (e.g., ApiResponseError: You have been denied by a policy) may surface alongside frozen-account issues
  • gas-tank-management — Clients needing to withdraw gas tank balances as part of account termination may need gas tank deposit/withdrawal guidance