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Unsolicited Emails, Partnership Inquiries, and Non-Support Requests Sent to BitGo Support

Unsolicited Emails, Partnership Inquiries, and Non-Support Requests Sent to BitGo Support

Problem

BitGo Support regularly receives emails that are not legitimate support requests. These include unsolicited marketing/spam, third-party partnership or collaboration proposals, media/PR pitches, replies to BitGo marketing newsletters from non-customers, inquiries about unrelated platforms (e.g., blockchain.com, bitminterfx.com), and business development inquiries about BitGo products and services (e.g., custody, crypto-as-a-service, API integration, liquidity). These messages consume agent time and require correct triage to either close, redirect to the sales team, or flag as potential fraud/scam reports.

Diagnostics

  • Check whether the sender has a BitGo account: Search the sender's email address in the admin tools. If no account is found, the inquiry may be from a non-customer.
  • Determine email origin: Check if the inbound email is a reply to a BitGo marketing newsletter (sent from hello@go.bitgo.com). Newsletter replies often land in the support queue.
  • Classify the intent of the message:
    • Unsolicited marketing/spam: Third-party companies pitching their own products (PR distribution, payment processing, licensing services, advertising networks, crypto acquiring, offshore banking, etc.) to BitGo.
    • Partnership/collaboration inquiry: External companies requesting to partner with BitGo or integrate BitGo services (API, custody, stablecoin infrastructure, crypto-as-a-service).
    • Sales/product inquiry: Prospective customers asking about BitGo pricing, onboarding, product features, or requesting a demo.
    • Scam/fraud report: Sender references an unrelated platform or suspicious investment scheme and mentions BitGo's name tangentially.
    • Newsletter opt-out complaint: Sender claims they did not subscribe and wants to stop receiving BitGo marketing emails.
  • Check for FTX creditor context: Some senders reply to newsletters but are actually FTX creditors needing account setup assistance. Look for mentions of FTX, claims, or distributions.

Resolution

Scenario: crypto-and-solutions-partnership#unsolicited-spam-marketing

Trigger: The inbound email is a third-party company pitching their own products or services (PR distribution, advertising, payment processing, licensing, offshore banking, etc.) to BitGo — not a BitGo customer seeking help.

Signals: partnership offer, PR distribution, crypto advertising, marketing agency, offshore banking, VASP license, payment solution, crypto acquiring, collaboration proposal, media deck

Steps:

  1. Confirm the sender has no BitGo account and the email content is an unsolicited pitch unrelated to a BitGo product issue.
  2. No response is required. Close the ticket without further action.
  3. If the sender follows up, a brief acknowledgment may be sent but no engagement with the pitch is necessary.

Notes: This is the most common category in this cluster. Examples include PR agencies, crypto ad networks, payment processors, offshore incorporation firms, and blockchain analytics newsletters. These require no support action.

Scenario: crypto-and-solutions-partnership#newsletter-unsubscribe-complaint

Trigger: The sender replies to a BitGo marketing newsletter (from hello@go.bitgo.com) complaining they did not subscribe or marking it as spam.

Signals: unsubscribe, spam, did not subscribe, newsletter reply, marketing email, hello@go.bitgo.com

Steps:

  1. Ask the sender to provide more details or a screenshot of the email they received.
  2. If the sender does not respond, follow up once and then close the ticket.
  3. If the sender provides details, confirm the email originated from BitGo's marketing system and direct them to the unsubscribe link at the bottom of the newsletter.

Notes: BitGo marketing newsletters include an unsubscribe link. Support does not manage the marketing email list directly. If the sender is not a BitGo customer at all, no further action is needed beyond the unsubscribe guidance.

"Please let us know exactly what you are referring to. Did you receive any email or link? Kindly share a screenshot or provide more details so we can assist you more effectively." (ticket #239165)

Scenario: crypto-and-solutions-partnership#sales-partnership-inquiry

Trigger: The sender is a prospective customer or business inquiring about BitGo products, services, pricing, API integration, custody, stablecoin development, crypto-as-a-service, or liquidity solutions.

Signals: partnership inquiry, API integration, custody services, stablecoin, crypto-as-a-service, pricing, demo request, liquidity provider, connect-with-us, sales

Steps:

  1. Confirm the inquiry is about BitGo product/service adoption rather than a technical support issue.
  2. Direct the sender to fill out the sales contact form at https://www.bitgo.com/connect-with-us.
  3. Provide the sales team email: sales@bitgo.com.
  4. If the sender reports they already filled out the form and have not been contacted, escalate internally by adding the BitGo Sales Team to the email thread or BCCing sales@bitgo.com.
  5. Close the ticket once the handoff to sales is confirmed.

Notes: Support agents should not attempt to answer pricing, contract, or product demo questions. These must be handled by the Sales team. For senders who have already been in contact with a specific BitGo representative (e.g., Business Development), CC that person and let them take ownership.

"It looks like your query will be best handled by our sales team. If you would like to find out more about our product and services, please fill out this form: https://www.bitgo.com/connect-with-us, and a member of our sales team will contact you to discuss your query further." (ticket #278004)

"It looks like your query will be best handled by our sales team. If you would like to find out more about our product and services, please fill out this form: https://www.bitgo.com/connect-with-us or connect with us via email: sales@bitgo.com" (ticket #320656)

Scenario: crypto-and-solutions-partnership#third-party-platform-or-scam-inquiry

Trigger: The sender asks about an unrelated platform (e.g., blockchain.com, bitminterfx.com, Bitay) or describes a suspicious investment scheme where BitGo's name was mentioned tangentially.

Signals: blockchain.com, bitminterfx, scam, fraud, unrelated platform, investment company, wbtc, not a BitGo customer, Bitay

Steps:

  1. Verify the sender does not have a BitGo account.
  2. Inform the sender that BitGo cannot assist with inquiries about unrelated companies or platforms.
  3. If the sender describes a potential scam or fraud, advise them to file a complaint with law enforcement. Provide the FBI Internet Crime Complaint Center link: https://www.ic3.gov/.
  4. Include the standard language: "BitGo will gladly comply with law enforcement agencies to provide any information that we can to help further investigations into criminal activity."
  5. Close the ticket.

Notes: Do not confirm or deny whether any third-party company is a BitGo client. For senders asking about exchanges claiming to use BitGo infrastructure, do not disclose client relationships.

"Unfortunately, we are not able to assist you with this as none of these companies are associated with Bitgo in any way. 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/" (ticket #266943)

"We are unable to locate your user account on our platform, please send an email from your account which is registered on BitGo." (ticket #262789)

Scenario: crypto-and-solutions-partnership#ftx-creditor-misdirected-from-newsletter

Trigger: The sender replies to a BitGo newsletter but their actual need is FTX creditor account setup or distribution access.

Signals: FTX, creditor, distribution, claims, blockchain.com account, wbtc, FTX claims

Steps:

  1. Check whether the sender created a BitGo Starter (BitGo Inc) account instead of an FTX account.
  2. Direct the sender to start from the FTX claims page (https://claims.ftx.com/welcome) or the FTX Digital for Bahamas users page (https://www.bitgo.com/ftx-digital/) to create the correct FTX Enterprise account.
  3. Inform them they will be prompted to complete KYC and accept terms of service.
  4. Point them to the FTX FAQ: https://www.bitgo.com/ftx-faq.
  5. Once the correct account is created, KYC must be completed and reviewed by the compliance team.

Notes: The system automatically creates an FTX Enterprise account when onboarding starts from the correct FTX links, even if the sender already has a BitGo account with the same email address.

"We've noticed you created a BitGo starter (BitGo Inc) account instead of an FTX account. If your main aim is to receive FTX claims through BitGo Distribution Service Provider you should be having BitGo Trust FTX enterprise/individual account." (ticket #266943)

Scenario: crypto-and-solutions-partnership#go-account-bank-account-setup

Trigger: A new or onboarding client (often an FTX creditor) contacts support unable to find the option to add a bank account or withdraw USD from their Go Account.

Signals: add bank account, withdraw USD, Go Account, Assets, bank account not visible, KYC pending, spender permissions

Steps:

  1. Verify the user's KYC status. If KYC is still pending, provide the Persona verification link for the user to complete identity verification.
  2. Confirm the user has the correct role. The Admin (or an owner) on the enterprise account has the ability to add users and roles, including the ability to manage bank accounts.
  3. To add a bank account: Instruct the user to click on US Dollar under Assets → click on Go Account → click on the Banking tab to add a bank account.
  4. After adding a bank account, inform the user that verification is pending approval by the BitGo team. They must wait for approval before initiating a withdrawal.
  5. To withdraw USD: From the Go wallet, select Withdraw next to the asset.
  6. If a user cannot initiate a withdrawal, verify they have spender permissions on the Go Account wallet for the relevant enterprise.
  7. For withdrawals requiring a Liveness Check: if the liveness check fails, the fallback is a manual review by the BitGo Trust team, who will send an email requesting confirmation. A Video Verification is only possible when the withdrawal is in the state of prompting the user to schedule a time to meet.

Notes: Users who have permissions added by the Admin but still cannot see the bank account option may need to navigate specifically to US Dollar → Go Account → Banking. The option does not appear at the top-level Assets view. Ensure the user performing the withdrawal has the correct enterprise context selected.

"Once Alan is logged in, please click on the US Dollar option under assets >>>> then click on Go Account >>>> once you click on Go account, you should see the Banking Tab to Add a Bank account." (ticket #260640)

"For a Video Verification to be possible, the withdrawal must be in the state of prompting for your team to Schedule a Time to meet with us." (ticket #260640)

Related

  • go-network-overview — Covers Go Account setup, deposits, and settlement infrastructure relevant to bank account and USD withdrawal questions.
  • custody-withdrawals — Details withdrawal security layers including Liveness Check and Video Identity Verification procedures.
  • bitgo-global-regulated-entities — Reference for entity-specific capabilities (e.g., Go Account fiat support) when routing partnership or sales inquiries.