Scoutinternal

Enterprise Account Status Changes: Terminated Due to Non-Payment, Frozen, and Voluntary Termination

Enterprise Account Status Changes: Terminated Due to Non-Payment, Frozen, and Voluntary Termination

Problem

BitGo enterprise accounts may undergo status changes — most commonly to "Terminated due to non-payment," "Closed - Terminated due to non-payment," "Frozen," or "Voluntary Termination." These status change requests are generated internally (typically by account management or billing teams) and are processed as support tickets. When an enterprise is moved to one of these statuses, the customer loses normal access to their wallets and enterprise functionality. Support agents encounter these tickets in high volume and need to understand how to verify, process, or escalate them appropriately.

Diagnostics

  • Identify the requested status from the ticket subject line. Common statuses observed across tickets include:
    • "Terminated due to non-payment"
    • "Closed - Terminated due to non-payment"
    • "Frozen"
    • "Voluntary Termination"
  • Check the Salesforce case number referenced in the ticket subject (e.g., SF#00161864, SF#00043893) to confirm the status change request originated from an authorized internal process.
  • Verify the enterprise name in the admin tools to confirm it matches the entity listed in the ticket.
  • Review the enterprise's current status in the BitGo admin panel to determine whether the status change has already been applied or is still pending.
  • Check whether the ticket is a duplicate. Some enterprises appear in multiple tickets (e.g., the same entity with both an earlier "Terminated due to non-payment" and a later "Closed - Terminated due to non-payment" ticket, or duplicate SF case numbers for the same entity).
  • Distinguish between ticket types: "Unfreeze" requests (e.g., Ticket #13406) indicate a customer or internal team is requesting reversal of a freeze, which follows a different workflow than a new status change.
  • Check for an assigned CSM. Enterprise accounts may have an assigned Customer Success Manager (CSM) who is actively managing the client relationship. If a customer contacts support directly about a status change or account issue, check internally for the 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: terminated-nonpayment-change-status#terminated-nonpayment

Trigger: The ticket subject contains "Terminated due to non-payment" or "Closed - Terminated due to non-payment" for an enterprise account.

Signals: terminated, nonpayment, non-payment, closed, status change, enterprise, billing

Steps:

  1. Confirm the Salesforce case number (SF#) in the ticket subject corresponds to a valid, authorized status change request from the billing or account management team.
  2. Look up the enterprise by name in the BitGo admin panel.
  3. Verify the enterprise's current status. If it is already set to terminated or closed, confirm completion and close the ticket.
  4. If the status has not yet been applied, update the enterprise status to the value specified in the ticket subject (e.g., "Terminated due to non-payment" or "Closed - Terminated due to non-payment").
  5. Confirm the status change has taken effect in the admin panel.
  6. Close the support ticket.

Notes: These tickets are typically generated in bulk batches. Many enterprises in this cluster were processed by the same agent within minutes of each other. If you see a batch of these tickets, process them sequentially and verify each individually. Some enterprises may have both a "Terminated due to non-payment" ticket and a separate "Closed - Terminated due to non-payment" ticket — confirm which is the current/final intended status. Do not reverse a termination without explicit authorization from the billing or account management team.

Scenario: terminated-nonpayment-change-status#frozen

Trigger: The ticket subject contains "Status change for [Enterprise]: Frozen" indicating the enterprise account should be frozen.

Signals: frozen, freeze, status change, enterprise, suspended

Steps:

  1. Confirm the Salesforce case number (SF#) in the ticket subject corresponds to a valid, authorized freeze request.
  2. Look up the enterprise by name in the BitGo admin panel.
  3. Verify the enterprise's current status. If it is already frozen, confirm and close the ticket.
  4. If not yet frozen, apply the "Frozen" status to the enterprise in the admin panel.
  5. Confirm the freeze has taken effect.
  6. Close the support ticket.

Notes: Frozen status is distinct from termination — frozen enterprises may later be unfrozen or escalated to termination. If a customer contacts support about a frozen account, do not unfreeze without explicit authorization. Unfreeze requests (such as Ticket #13406 requesting "Unfreeze Enterprise") require separate verification and approval before any action is taken. If the account has an assigned CSM, loop the CSM in before responding to the customer — the CSM may already be managing the situation.

Scenario: terminated-nonpayment-change-status#voluntary-termination

Trigger: The ticket subject contains "Voluntary Termination" indicating the customer has requested account closure.

Signals: voluntary termination, voluntary, closed, customer-initiated, status change

Steps:

  1. Confirm the Salesforce case number (SF#) in the ticket subject corresponds to a valid voluntary termination request, verified by the account management team.
  2. Look up the enterprise by name in the BitGo admin panel.
  3. Apply the "Voluntary Termination" status to the enterprise.
  4. Confirm the status change has taken effect.
  5. Close the support ticket.

Notes: Voluntary termination is customer-initiated and follows a different internal process than termination due to non-payment. Ensure the request has been properly authorized before processing. The account's CSM should be involved in voluntary termination — if the customer contacts support directly, loop in the CSM (or identify the new CSM if the previous one has changed) before taking action.

Scenario: terminated-nonpayment-change-status#unfreeze-request

Trigger: The ticket requests an enterprise account be unfrozen, rather than applying a new freeze or termination.

Signals: unfreeze, restore, reactivate, frozen, enterprise

Steps:

  1. Verify the Salesforce case number and confirm the unfreeze request has been authorized by the appropriate internal team (billing, account management, or compliance).
  2. Look up the enterprise by name in the BitGo admin panel and confirm its current status is "Frozen."
  3. If authorization is confirmed, remove the frozen status and restore the enterprise to active.
  4. Confirm the enterprise is functional and the status change is reflected in the admin panel.
  5. Close the support ticket.

Notes: Do not process an unfreeze without confirmed authorization. If the freeze was applied for compliance reasons, escalate to the compliance team before taking any action. If the account has an assigned CSM, check with the CSM before unfreezing — the CSM may be coordinating the resolution directly with the customer.

Related

  • none identified