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Two-Step (2FA) SMS Verification Code Not Received — Manual 2FA Reset Process

Two-Step (2FA) SMS Verification Code Not Received — Manual 2FA Reset Process

Problem

Customers report they are unable to receive SMS-based two-step verification codes when logging into their BitGo account or authorizing transactions. This prevents them from accessing their wallets or sending funds. The issue affects users who originally configured SMS as their 2FA method on the BitGo web platform. SMS 2FA is no longer supported by BitGo, so the only resolution path is a manual 2FA reset performed by BitGo Support after wallet ownership verification.

Diagnostics

  • Confirm the account exists: Search for the customer's email address in the admin tools. Verify the email is registered with a BitGo account. If no account is found under the email provided, ask whether the customer may have registered under a different email address.
  • Confirm 2FA method on the account: Check whether the account's 2FA is configured as SMS (phone-based) or Authy/TOTP. This cluster applies specifically to SMS-based 2FA.
  • Check if the customer is accessing the correct platform: Confirm they are logging in at https://app.bitgo.com/web/auth/login (or the legacy https://app.bitgo.com/auth/log-in). Phishing sites or incorrect URLs are a possible cause of undelivered codes.
  • Check for FTX / Cred association: Some customers reaching out about 2FA issues are actually FTX creditors or Cred Inc. users. If the account is linked to an FTX enterprise, determine whether the issue is an FTX-specific login flow (e.g., accounts created via https://www.bitgo.com/ftx/ or https://www.bitgo.com/ftx-digital/).
  • Look for the error message: If the customer reports "Error source verification not found or verified" when attempting to self-reset, this confirms the SMS verification source is no longer valid and a manual reset is required.
  • Verify the customer has not already been through a reset: Check ticket history for prior 2FA resets on the same account.

Resolution

Scenario: step-sms-verification-code#sms-2fa-no-longer-supported

Trigger: Customer reports not receiving SMS verification codes; account still has SMS-based 2FA configured.

Signals: SMS, not receiving, verification code, 2-step, two-step, sms authentication, text message, OTP not received

Steps:

  1. Inform the customer that SMS 2FA is no longer supported by BitGo. A manual 2FA reset is the only option.
  2. Request wallet ownership verification. The customer must provide all of the following:
    • Date of BitGo email verification — instruct the customer to search their inbox for "Your BitGo Email Verification" and share the complete date.
    • 3 transaction hashes (TXIDs) either to or from their wallet. If they do not have TXIDs, they should contact the Bitcoin exchange from which they originally received bitcoin and request the TXIDs from that exchange's support team. If they have not made any transactions to or from a BitGo wallet, they should let support know.
    • Wallet balance in cryptocurrency, along with the name of the wallet. If they have not created wallets, they should let support know.
  3. If the customer cannot provide the above, accept as an alternative: the First 8 characters and the Last 8 Characters of the Bitgo Public Key (Box C) from their wallet keycard. Also request the name of the wallet the keycard applies to. Advise the customer that this file is typically saved in their Downloads or Desktop folder on their computer.
  4. Verify the submitted information against internal records:
    • For keycard verification, confirm the xpub key matches the account's wallet. For example, match the first 8 and last 8 characters against the full xpub string stored in the system.
    • For TXID verification, confirm the transactions correspond to the user's wallet.
  5. Once ownership is verified, perform the manual 2FA reset in the admin tools.
  6. Notify the customer that their Two-Factor Authentication has been reset and instruct them to log back into their account and follow the on-screen instructions to set up 2FA again (they should configure an authenticator app rather than SMS).
  7. If the customer does not respond to the verification request, follow up after a few days. If there is still no response, close the ticket with a note that it can be reopened by replying to the email.

Notes: - Do not re-enable SMS-based 2FA. The customer must set up an authenticator-app-based 2FA method upon re-login.

  • If the customer insists they do not want to reset 2FA and only want SMS delivery restored, reiterate that SMS 2FA is no longer supported and the reset is the only path forward.
  • Some older tickets reference Authy as part of the 2FA flow; the same manual reset process applies if the customer has lost access to their Authy device.

"SMS 2FA is no longer supported. Reset is the only option." (ticket #198983)

"If you do not have the above information, we can also accept the First 8 characters and the Last 8 Characters of the Bitgo Public Key from your keycard." (ticket #259758)

"If you do not have the above information, we can also accept the First 8 characters and the Last 8 Characters of the Bitgo Public Key(BOX C) from your keycard. Please provide the name of the wallet the keycard info applies to." (ticket #28)

Scenario: step-sms-verification-code#self-reset-error

Trigger: Customer attempts to self-reset 2FA via the BitGo UI but receives the error "Error source verification not found or verified".

Signals: Error source verification not found or verified, reset 2step verification, self-reset, error message

Steps:

  1. Acknowledge the error. This message indicates that the original SMS verification source is no longer valid or recognized by the system.
  2. Proceed with the same manual 2FA reset process described in the scenario above: request wallet ownership verification (email verification date, 3 TXIDs, wallet balance — or first 8 / last 8 characters of the Bitgo Public Key from Box C on the keycard).
  3. Verify the information against internal records.
  4. Once verified, reset the 2FA and instruct the customer to log in and reconfigure 2FA with an authenticator app.

Notes: - The self-service reset flow on the BitGo UI will not work when the original 2FA source (SMS phone number) is no longer functional or recognized. Manual support intervention is required.

"I am trying to reset my two step verification but it keeps saying 'Error source verification not found or verified'" (ticket #28)

"Hello, We have reset the 2fa." (ticket #28)

Scenario: step-sms-verification-code#no-account-found

Trigger: Customer contacts support about SMS verification issues, but no BitGo account is found under the email address they used to write in.

Signals: no account, not registered, different email, account not found, FTX, ftx-digital

Steps:

  1. Inform the customer that no account is registered under the email address they used to contact support.
  2. Ask whether they may have an account under a different email address and request they reach out using that email.
  3. Confirm the customer is accessing the correct URL. The official BitGo login portal is https://app.bitgo.com/web/auth/login. The main domain is https://www.bitgo.com/.
  4. If the customer is an FTX creditor, they may need to create or access their account through https://www.bitgo.com/ftx/ (or https://www.bitgo.com/ftx-digital/ for FTX Bahamas users). Direct them to the FTX FAQ and advise them to open a new ticket for FTX-specific queries.
  5. Remind the customer that BitGo currently provides support exclusively via email — there is no phone support line or online chat.

Notes: - Change of email address on a BitGo account is not supported.

  • The BitGo mobile app is available only for institutional (enterprise) users and is not a full version of the site. Official app links:
    • Apple App Store: https://apps.apple.com/us/app/bitgo/id1608937235
    • Google Play Store: https://play.google.com/store/apps/details?id=com.bitgo.mobile&hl=en_US

"It appears that we don't have an account registered under this email address in our system. Is it possible that you have an account with us under a different email?" (ticket #207676)

"Unfortunately, change of email address is not supported." (ticket #207676)

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