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Account Verification Pending – FTX Creditor and Standard BitGo Accounts

Account Verification Pending – FTX Creditor and Standard BitGo Accounts

Problem

Customers report that their BitGo account verification (KYC) status is stuck on "Pending," "Under Review," or displays an error during the identity verification flow. This overwhelmingly affects FTX creditor accounts created through the BitGo-FTX claims process, though it occasionally involves standard BitGo enterprise or personal accounts. Customers see messages such as "Verification Pending," "Under Review," or encounter error screens (with ErrorIDs prefixed bg-ui- or alphanumeric strings like cm6t4xskz…) when attempting to complete KYC or activate their Go Account.

Diagnostics

  • Identify the account type. Determine whether the customer's account is an FTX-linked enterprise (created via https://www.bitgo.com/ftx-digital/) or a standard BitGo enterprise/personal account. FTX-linked accounts represent the vast majority of these tickets.
  • Look up the user by email. Confirm the email the customer is writing from matches the email registered on the BitGo account. If no account is found under that email, the customer may have registered with a different address or may not be on the legitimate platform.
  • Check for multiple enterprises. Many users have two or more enterprises under one email (e.g., a personal enterprise and an FTX enterprise). Verify which enterprise is the FTX claim enterprise and confirm the customer is switched to the correct one in the dashboard (top-right enterprise selector).
  • Check KYC status in Persona — including rejected status. Open the Persona dashboard (app.withpersona.com) and locate the case for the user's enterprise. Check whether the Persona case status is "Approved," "Pending," "Declined/Rejected," or has errors. A rejected Enterprise KYC is a distinct status from pending and requires separate investigation with the compliance team — do not treat it as a simple pending case. Note whether the identity inquiry and the enterprise-level case are both approved.
  • Check enterprise configuration in internal tooling (TAT). Verify the FTX feature flag is enabled for the enterprise. If the customer reports errors when clicking "Activate Go Account," the FTX box may not be enabled in TAT.
  • Review the ErrorID. If the customer provides an ErrorID (e.g., bg-ui-f27b495691179650066713b553a2e02c, cm6t4xskz05xb0ezzemps5s70), search internal logs for that ID to identify the specific failure point.
  • Check country eligibility. Confirm the customer's country of residence is on the supported countries list for the relevant enterprise type (e.g., FTX Trust features). Some countries (e.g., GBR at times) may not be listed, causing the "Under Review" status to persist even after Persona approval.
  • Confirm Go Account activation. Even after KYC approval, the customer must activate their Go Account under the Trade tab. Check whether this step has been completed.
  • Always check and share the actual KYC status in the initial response. Before sending any reply, look up the customer's KYC status in the admin tool and Persona dashboard. Include the current status (e.g., approved, pending, rejected, docs requested) directly in your first response to the customer. Do not send a generic reply without first reviewing and communicating the customer's actual account status.

Resolution

Scenario: verification-pending-verify-account#kyc-approved-but-customer-unaware

Trigger: The customer's KYC has already been approved in Persona and internal systems, but the customer still sees "Pending" or "Under Review" because they are looking at the wrong enterprise or have not completed post-KYC steps.

Signals: KYC approved, pending verification, wrong enterprise, switch enterprise, Go Account not activated, two accounts, two enterprises

Steps:

  1. Look up the customer's user account and list all enterprises associated with their email.
  2. Identify the FTX-linked enterprise (enterprise name will typically reference "FTX" or the entity name registered through the FTX claims flow).
  3. Confirm the KYC status is "Approved" for the FTX enterprise.
  4. Inform the customer that their KYC is approved and instruct them to switch to the correct FTX enterprise using the drop-down menu at the top right corner of the BitGo dashboard.
  5. Instruct the customer to activate their Go Account under the Trade tab if they have not already done so.
  6. Direct the customer to link their bank account under the Go Account section for future withdrawals.
  7. Refer the customer to the FTX FAQ page: https://www.bitgo.com/ftx-faq/

Notes: Many customers created a personal enterprise before or in addition to the FTX enterprise. The "Pending" status they see is often on the non-FTX enterprise, not the FTX one.

"You are looking at the wrong account; it's a BitGo normal account, not the FTX account. Please log in to your Bitgo account, and from the top right, you'll find an option to switch the enterprise." "After reviewing your BitGo account, we can confirm that the KYC has been approved for your FTX enterprise… KYC Status: Approved" "Please log in with the admin email and check for any pending steps. You will see a bell icon at the top right corner for any pending actions."

Scenario: verification-pending-verify-account#go-account-activation-error

Trigger: The customer's KYC is approved but they receive an error (with an ErrorID) when clicking "Activate Go Account" under the Trade tab.

Signals: Activate Go Account, error, ErrorID, cm6t4xskz, cm7k9hteh, cm7lk63gb, cm7oizomt, permission, admin, FTX box, TAT

Steps:

  1. Confirm the customer's KYC is approved in Persona.
  2. Ask the customer for the ErrorID in plaintext if they provided only a screenshot.
  3. Check internal tooling (TAT) to confirm the FTX feature box is enabled for the customer's enterprise. If not enabled, enable it.
  4. If the FTX box was already enabled but the error persists, escalate to the engineering team with the enterprise ID and ErrorID for backend investigation.
  5. After the fix is applied, ask the customer to clear their browser cache and try activating the Go Account again. If the issue persists, ask them to try from a different device (non-mobile).
  6. Refer the customer to: https://www.bitgo.com/ftx-faq/

Notes: This issue has required multiple backend fixes in some cases. The "enabled ftx box for ent in TAT" action was a common resolution. Agents should be prepared for iterative troubleshooting.

"enabled ftx box for ent in TAT" "Please try clearing your browser cache and then try again. If possible, please also try to access your account from another device (non-mobile) and let us know if you are facing the same issue." "The issue is with our KYC system."

Scenario: verification-pending-verify-account#kyc-genuinely-pending-ftx-retail

Trigger: The customer submitted KYC documents for an FTX retail account and the verification is genuinely still in progress or was resolved in a batch by the compliance/product team.

Signals: pending verification, under review, FTX retail, weeks, days, batch closure, Michelle Liu, Nandish

Steps:

  1. Look up the customer's enterprise in Persona and internal tooling to confirm the KYC submission was received and check the current status.
  2. In your initial response, share the actual current KYC status with the customer (e.g., "We have reviewed your account and your KYC status is currently [status]."). Do not send a generic reply without first checking and communicating the real status.
  3. If the KYC is still pending review, inform the customer that their application has been submitted and no further information is required at this time. The compliance team will reach out upon completion.
  4. If the KYC review appears stalled, escalate to the Compliance team for review.
  5. Many FTX retail verification tickets were resolved in bulk after confirmation from the FTX distribution team. If the ticket falls into this category (common across large batches), confirm the issue is resolved and close the ticket.

Notes: A large number of FTX retail KYC tickets were batch-closed after internal confirmation that the issues were already resolved. The typical internal note was: "Nandish Closing FTX Retail tickets after confirming with Michelle Liu - these issues are already resolved."

"Nandish Closing FTX Retail tickets after confirming with Michelle Liu - these issues are already resolved" "We are pleased to inform you that the KYB and KYC for your pending FTX claim has been successfully submitted and no further information is required from you at the moment. Our Compliance Team will reach out to you upon completion of your review."

Scenario: verification-pending-verify-account#kyc-rejected-enterprise

Trigger: The customer's Enterprise KYC has been rejected (declined) rather than simply left pending, blocking account functionality such as Go wallet access or withdrawals.

Signals: KYC rejected, KYC declined, verification rejected, enterprise KYC failed, Go wallet blocked, cannot access Go account

Steps:

  1. Look up the customer's enterprise in the Persona dashboard and confirm the KYC status is "Declined" or "Rejected" — not merely "Pending."
  2. Communicate the actual status to the customer in your first response. Do not send a generic "your KYC is under review" reply if the status is already rejected.
  3. Identify the reason for rejection if available in Persona (e.g., document mismatch, failed liveness check, unsupported country, incomplete submission).
  4. Escalate to the Compliance team with the enterprise ID, the Persona inquiry ID, and the rejection reason to determine whether the customer can resubmit or whether the rejection is final.
  5. If resubmission is possible, provide the customer with a new Persona verification link and clear instructions on what to correct (e.g., use a different document type, ensure the document matches the country of residence selected).
  6. If the rejection is final due to compliance or eligibility reasons (e.g., unsupported jurisdiction), inform the customer clearly that BitGo is unable to proceed with their application.
  7. Request relevant screenshots and the wallet ID from the customer if additional context is needed to investigate the rejection.

Notes: A rejected Enterprise KYC is distinct from a pending or approved status and requires active investigation with the Compliance team — it does not resolve on its own. Always look up and communicate the actual KYC status rather than giving a generic response. For Go wallet users specifically, a rejected Enterprise KYC will block all Go account functionality.

Scenario: verification-pending-verify-account#wrong-entity-type-during-registration

Trigger: The customer selected the wrong entity type (e.g., "company" instead of "individual") during FTX registration and cannot complete KYC.

Signals: wrong choice, private investor, not a company, change details, re-register, ftx-digital

Steps:

  1. Instruct the customer to create a new BitGo enterprise under the same email using the correct entity type via: https://www.bitgo.com/ftx-digital/
  2. After the new enterprise is created, confirm the customer has switched to the new enterprise at the top right of the BitGo dashboard.
  3. Instruct the customer to complete KYC under the new, correctly typed enterprise.
  4. Once KYC is approved, confirm this to the customer.

Notes: The original incorrectly created enterprise can remain on the account; it does not need to be deleted. The customer simply needs to use the correct one.

"If you have selected the wrong choice, please create another BitGo enterprise under the same email from https://www.bitgo.com/ftx-digital/"

Scenario: verification-pending-verify-account#ftx-signature-pending-enterprise-owner-mismatch

Trigger: The customer sees "Signature Pending to be FTX Ready" and the required signing email does not match the email the customer can access, typically because the enterprise owner is a different email address.

Signals: Signature Pending, FTX Ready, agreements must be signed, primary contact, user not found, password reset fails, enterprise owner

Steps:

  1. Identify the enterprise owner email listed in the "Signature Pending" notification.
  2. If the enterprise owner email is different from the customer's primary email, update the account in internal tooling to correct the association.
  3. After the update, instruct the customer to reset the password for the enterprise owner email via: https://app.bitgo.com/web/auth/forgot-password/recover-password
  4. Once the password is reset, instruct the customer to log in and complete the pending agreement signing.
  5. Refer the customer to: https://www.bitgo.com/ftx-faq/

Notes: This typically arises when a customer has multiple emails or when a video verification call resulted in changes to which email is retained on the account.

"We have updated account for [EMAIL] and he should now be able to log after a password reset - here - https://app.bitgo.com/web/auth/forgot-password/recover-password" "Please have [EMAIL] logs in to BitGo at https://app.bitgo.com/web/auth/login to complete any account setup, pending KYC/review and also to activate your Go Account under the Trade tab at BitGo dashboard"

Scenario: verification-pending-verify-account#no-account-found-possible-scam

Trigger: The customer contacts support about a pending verification, but no account is found under their email in BitGo systems. The customer may be using a fraudulent or unofficial platform.

Signals: no account, unable to locate, not accessing legitimate platform, different URL, customer support will contact me, no mobile app

Steps:

  1. Search for the customer's email in internal systems. If no account is found, inform the customer.
  2. Ask the customer to confirm the URL where they are trying to log in. The official domain is https://www.bitgo.com/ and the login portal is https://app.bitgo.com/web/auth/login.
  3. If the customer is using a different URL, warn them they may not be accessing the legitimate BitGo platform.
  4. Remind the customer: BitGo provides support exclusively via email at support@bitgo.com. BitGo does not have phone support, online chat support, or a mobile app.
  5. If the customer may have registered under a different email, ask them to reach out from that email for security purposes.

Notes: This scenario sometimes indicates the customer was targeted by a phishing/scam site impersonating BitGo.

"We are unable to locate an account associated with us with email '…'. Could you also confirm the URL where you are trying to log in? Our official domain is https://www.bitgo.com/, and the main login portal can be accessed from this domain at https://app.bitgo.com/web/auth/login. If you're attempting to log in through a different URL, you may not be accessing our legitimate platform." "Please note that we currently provide support exclusively via email. We do not have a phone support line or online chat support. We do not have a mobile app."

Scenario: verification-pending-verify-account#verification-error-oops-fetching-inquiry

Trigger: The customer encounters an error message such as "oops, something went wrong fetching your inquiry" when attempting to complete or restart the KYC/verification flow.

Signals: oops, something went wrong, fetching your inquiry, error message, Persona workflow, get started page

Steps:

  1. Check the Persona dashboard for the customer's inquiry and case status. Confirm whether the KYC submission was actually received.
  2. If the KYC data was successfully submitted despite the error, inform the customer that no further information is required and the Compliance team will follow up.
  3. If the inquiry is genuinely incomplete or stuck, check for known Persona workflow issues (these have occurred as platform-wide technical issues). If a known issue exists, inform the customer and monitor for the engineering fix.
  4. If the issue is resolved on the platform side, instruct the customer to clear their browser cache, update Chrome to the latest version, and retry the flow.

Notes: This error was identified as a Persona workflow issue in some cases, not a compliance matter. It was reassigned to "Pending Prod Ops" for resolution.

"We are currently aware of the Technical Issue being experienced within our FTX Creditor Claims flow and our engineering team are in the midst of remediating this… the KYB and KYC for your pending FTX claim has been successfully submitted and no further information is required from you at this particular moment." "This item is a Persona workflow issue, not a compliance matter. Re-assigning to 'Pending Prod Ops'."

Scenario: verification-pending-verify-account#country-eligibility-blocking-approval

Trigger: The customer's KYC appears approved in Persona, but the verification status still shows "Under Review" in the BitGo UI because the customer's country of residence is not on the supported eligibility list for the relevant feature (e.g., Trust/Trade features).

Signals: Under Review, country, country eligibility, GBR, not supported, Trade tab, Verification Status for Trading

Steps:

  1. Check the customer's country of residence as submitted during registration.
  2. Cross-reference against the internal country eligibility spreadsheet to confirm whether the country is supported for the relevant features (e.g., Trust, Trade).
  3. If the country is not supported, escalate to the product or compliance team to determine if an exception or fix can be applied.
  4. If the country should be supported and the block is a system error, escalate to engineering.
  5. Once resolved, inform the customer and confirm their verification status has been updated.

Notes: In at least one case, GBR was not listed as supported for Trust features despite the user's KYC being fully approved in Persona. This required engineering intervention.

"country eligibility sheet doesn't have GBR as supported for Trust features… everything for KYC seems approved for the user… spoofing, choosing Trade tab, banner shows Verification Status for Trading 'Under Review'."

Scenario: verification-pending-verify-account#vpn-ip-mismatch

Trigger: The customer is logging in from a VPN with a different IP address than their stated country of residence, which may trigger additional review or delays.

Signals: VPN, different IP, China, IP mismatch, under review

Steps:

  1. Note the customer's stated country of residence and VPN usage.
  2. Check whether the KYC review is pending due to IP/geolocation mismatch flags.
  3. If the KYC data is otherwise complete and valid, escalate to the Compliance team to manually review and approve if appropriate.
  4. Inform the customer that VPN usage may cause delays in verification due to geolocation checks.

Notes: VPN usage alone does not necessarily prevent approval, but it can trigger additional review. This is handled case-by-case by the Compliance team.

Scenario: verification-pending-verify-account#account-deletion-request

Trigger: The customer no longer wants the account and requests deletion instead of completing verification.

Signals: delete account, cancel account, not use it, account deletion

Steps:

  1. Confirm the customer's intent to delete their account.
  2. Send the standard account deletion consent message: "You have my consent to delete my BitGo account tied to the email address through which I am sending you this message and the verification code is [CODE]."
  3. Wait for the customer to reply with the exact consent message including the verification code.
  4. Upon receiving the consent reply, escalate to the appropriate internal team (e.g., Nandish Dave or equivalent) to execute the account deletion.
  5. Confirm deletion to the customer once completed.

Notes: The verification code in the consent message is generated per request. Do not reuse codes across customers.

"Please reply back to us in this email with following message: 'You have my consent to delete my BitGo account tied to the email address through which I am sending you this message and the verification code is 321982'."

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