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Go Account Trading License Activation and Enablement

Go Account Trading License Activation and Enablement

Problem

Customers contact support requesting activation of trading features on their BitGo Go Account. They typically see the in-app message "Trading License Required — Enable trading from your Go Account by contacting support and signing a trading license. For more assistance, contact support@bitgo.com" or a similar prompt stating "Start Trading with a Go Account… To access this feature, request permission from a Go Account admin in your enterprise." This issue spans FTX distribution recipients who need to trade USD for crypto (or vice versa) to withdraw funds, enterprise clients requesting Go Network enablement, and retail users attempting to activate trading on new or existing accounts. The majority of these requests originate from FTX creditors who received USD distributions and need trading capability to convert to crypto for withdrawal.

Diagnostics

  • Identify account type and context: Determine whether the customer is an FTX retail creditor, FTX enterprise/institutional creditor, a standard BitGo Trust retail client, or an enterprise client requesting Go Network enablement. Check the Enterprise ID and entity (BitGo Trust vs. BitGo Inc).
  • Check the enterprise entity and plan first: Before advising on any trading or Go Account eligibility, verify the enterprise entity and pricing plan. A PayGo Enterprise with plan individual (starter) on BitGo Inc (not BitGo Trust) is not qualified for Go Account or Trade function. Do not attempt to enable trading for these accounts — the customer must upgrade to a paid Business Enterprise plan under BitGo Trust.
  • Check KYC status: Look up the customer's account by registered email. Verify overallState and Organization KYC Status. If KYC is unverified or pending, trading cannot be enabled until KYC is approved. Check for pending Persona verification emails from @cases.withpersona.com.
  • Check if trading is already enabled: In the admin tools, verify the Trade flag on the Enterprise. Many FTX retail accounts already have trading enabled — the customer may simply need to log out and log back in, or select the correct Enterprise ID.
  • Verify geographic eligibility: Confirm the customer's country of residence. Certain regions (e.g., South Korea, Germany, and others) may have restrictions on trading services. Check the internal restricted-countries spreadsheet for current eligibility.
  • Confirm correct account/Enterprise: Some customers have multiple accounts or are logging in with the wrong email. Verify they are using the email registered with their FTX-BitGo enterprise. For FTX accounts, confirm the account is linked properly (FTX vs. FTX-Bahamas).
  • Check for pending agreements: For enterprise/institutional accounts, check whether FTX-related agreements or the Master Purchase Agreement are pending signature by the primary contact or Go Account admin.
  • Identify Go Account admin: For enterprise accounts showing "request permission from a Go Account admin in your enterprise," verify who the current Go Account admin is and whether the requesting user has the correct role.

Resolution

Scenario: go-trading-license-activate#ftx-retail-already-enabled

Trigger: FTX retail creditor sees "Trading License Required" but trading is already enabled on their enterprise; a re-login resolves the issue.

Signals: Trading License Required, FTX, retail, already active, logout, login, re-login

Steps:

  1. Look up the customer's account by registered email and verify the Enterprise ID.
  2. Confirm that the Trade flag is already set to True on the enterprise.
  3. Confirm KYC status is approved.
  4. Instruct the customer to log out of their BitGo account and log back in.
  5. If the customer has multiple enterprises, advise them to select the correct Enterprise ID (the FTX-linked one) after logging in.
  6. Confirm with the customer that the trading tab is now accessible.

Notes: This is the most common scenario for FTX retail creditors. Many bulk FTX retail tickets were closed with confirmation that these issues were "already resolved." If the customer still cannot access trading after re-login, escalate to check whether the enterprise-level trading flag needs to be toggled.

"Please logout and login again. This should be resolved now." "It is already active on your account. Please try again and confirm if you are facing any error." "It is already active on your account. Please select the enterprise id: 67664b6f30c5128aa11e0cb8cc6cfbb1"

Scenario: go-trading-license-activate#ftx-retail-bulk-resolved

Trigger: FTX retail creditor requests trading license activation, but the issue has been resolved as part of a bulk enablement confirmed internally.

Signals: Trading License Required, FTX, retail, Nandish, Michelle Liu, bulk close, already resolved

Steps:

  1. Check internal notes for bulk resolution. A large batch of FTX retail trading license tickets were closed after internal confirmation (referenced as "Nandish Closing FTX Retail tickets after confirming with Michelle Liu - these issues are already resolved").
  2. Verify the customer's account and confirm trading is enabled.
  3. Inform the customer that their trading functionality is active and they can proceed to trade or withdraw.
  4. If the customer reports the issue persists, escalate — do not assume the bulk fix covered every account.

Notes: This applies to tickets opened roughly between January and early March 2025. The bulk resolution was applied to FTX retail accounts across this cluster.

"Nandish Closing FTX Retail tickets after confirming with Michelle Liu - these issues are already resolved"

Scenario: go-trading-license-activate#kyc-incomplete

Trigger: Customer's KYC status is unverified or pending, preventing trading activation.

Signals: KYC, unverified, pending, Persona, withpersona.com, identity verification, trading license

Steps:

  1. Look up the customer's account and check KYC status (overallState and Organization KYC Status).
  2. If KYC is unverified or pending, advise the customer to check their inbox (including spam) for an email from the domain @cases.withpersona.com to complete identity verification.
  3. If no Persona email was received, generate a new Persona verification link and provide it to the customer.
  4. Direct the customer to log in at https://app.bitgo.com/ to complete the KYC process.
  5. Once KYC is approved, verify that trading is enabled on the enterprise. If not, enable it.
  6. Confirm with the customer that they can now access the trading feature.

Notes: For FTX accounts, KYC must be approved before any trading or withdrawal activity. Some customers created accounts months prior but never completed KYC verification.

"We were able to locate the account and see that the KYC is still pending. Please check your inbox for an email from the domain: @cases.withpersona.com." "Upon further check, it looks like you have not completed the KYC process with us. Account: [EMAIL] Overall KYC state: unverified"

Scenario: go-trading-license-activate#geo-restriction

Trigger: Customer resides in a country where BitGo trading services are not available.

Signals: South Korea, Germany, Turkey, geographic restriction, country, not supported, trading not available

Steps:

  1. Ask the customer for their country of residence if not already known.
  2. Check the internal restricted-countries list to confirm whether trading is available in that region.
  3. If trading is not supported, inform the customer: "Unfortunately, we currently do not offer trading services in [country]."
  4. For FTX creditors who need to convert assets, advise them to withdraw supported assets directly (e.g., USD via wire) without needing the trading feature, or consult FTX support about alternative distribution options.

Notes: Known restricted regions from tickets include South Korea and Germany. Turkey was also flagged. The restricted list may change — always verify against the current internal reference. For FTX customers in Germany, USDT regulatory restrictions in the EU were cited as a complicating factor; these customers may need to work with FTX support for alternatives.

"Upon review, it appears the Trading function is not supported for users located in South Korea." "Unfortunately, we currently do not offer trading services in Germany."

Scenario: go-trading-license-activate#wrong-account-type

Trigger: Customer has a standard BitGo wallet account (not BitGo Trust Retail) and cannot access Go Account features.

Signals: Go Account, not capable, account type, signup, BitGo Trust, retail, individual, BitGo Inc, PayGo, individual starter

Steps:

  1. Verify the customer's enterprise entity and pricing plan. If the enterprise is BitGo Inc (not BitGo Trust) and the plan is individual (starter) / PayGo, Go Account and Trade features are not available on this account type — this is not a configuration issue that support can resolve by toggling a flag.
  2. Inform the customer: "Your current account is not capable of a Go Account. You will need to revisit the account signup process for retail to start a BitGo Trust Retail account."
  3. Advise the customer that not all geographic regions support Go Accounts due to country restrictions. Ask for their location to verify eligibility before they re-register.
  4. Provide the login/signup link: https://app.bitgo.com/auth/log-in
  5. For FTX creditors specifically, provide the correct signup links:

Notes: A PayGo Enterprise with plan individual (starter) on BitGo Inc is not qualified for Go Account or Trade function. Do not attempt to enable trading for these accounts. This scenario applies to users who created a general BitGo wallet account rather than going through the FTX-specific or BitGo Trust retail onboarding flow. Always check the enterprise entity (BitGo Inc vs. BitGo Trust) and the pricing plan before advising on trading eligibility.

"Your current account is not capable of a Go Account. You will need to revisit the account signup process for retail to start a Bitgo Trust Retail account." "If this is for FTX claims, use the following link FTX Sign-up: https://www.bitgo.com/ftx/ FTX Bahamas - https://www.bitgo.com/ftx-digital/"

Scenario: go-trading-license-activate#enterprise-go-network-enablement

Trigger: Enterprise or institutional client requests Go Network to be enabled on their organization (not FTX-related).

Signals: Go Network, enterprise, enable, activate, Enterprise ID, institutional, OES, test environment, bitgo-test

Steps:

  1. Confirm the Enterprise ID and environment (production or bitgo-test).
  2. Verify the request is authorized — the request should come from a recognized contact or via the account/sales manager.
  3. Enable Go Network on the specified Enterprise ID via internal admin tooling.
  4. Confirm enablement to the customer, providing the Enterprise ID for reference.
  5. For further questions about Go Network utilization, direct the customer to their account manager.

Notes: Enterprise Go Network enablement is a separate workflow from FTX retail trading license activation. These requests typically involve coordination with the sales/account manager team.

"Go Network is enabled for the Ent ID: 654961118cb79000075626160184fc68"

Scenario: go-trading-license-activate#enterprise-admin-permission

Trigger: Customer sees "To access this feature, request permission from a Go Account admin in your enterprise" and needs admin role assignment or Go Account user management.

Signals: Go Account admin, request permission, enterprise, admin, add user, remove user, wallet admin

Steps:

  1. Identify the current Go Account admin(s) on the enterprise. Check the wallet user list for the Go Account wallet.
  2. If the customer needs to be added as an admin on the Go Account, note the constraint: adding a user when there are already two admins and a viewer will kick all existing users off the Go Account. A user can only be added if there is a single other admin on the wallet.
  3. For admin role changes (promote/demote), a Video ID verification call is required with an authorized Video ID user on the enterprise. Provide a scheduling link if available.
  4. The customer (if an enterprise owner or existing admin) can invite other users to the Go Account through the UI. Support cannot perform Go Account wallet invitations directly — the admin must do this from the platform.
  5. Confirm the changes and advise the customer to log in and verify access.

Notes: Go Account admin management follows the same Video ID verification requirements as other enterprise role changes. Be aware of the two-admin limitation on Go Account wallets — adding a third admin will remove all existing users.

"We cannot Add a user as there are two Admins on this wallet and a Viewer. If we add a user, it will kick everyone else off the Go Account. We can only add an Admin if there is only a single other admin on the wallet." "you will need to invite Travis and anyone else to be an Admin on the Go Account. We cannot perform this"

Scenario: go-trading-license-activate#ftx-enterprise-pending-agreements

Trigger: FTX enterprise customer's Go Account shows trading is enabled but FTX agreements are pending signature by the primary contact.

Signals: FTX, enterprise, agreements, pending, primary contact, signature, Step 8, onboarding

Steps:

  1. Verify the Enterprise ID and confirm KYC is approved.
  2. Check whether there are pending FTX distribution agreements that need to be signed.
  3. Identify the primary contact email on the enterprise — this is the user who must log in to sign the agreements.
  4. If the primary contact email is incorrect or the user cannot access it, work with the customer to update the primary contact (may require internal review and confirmation).
  5. Advise the customer to log in as the primary contact and complete any pending agreement signatures.
  6. For FTX-specific distribution status questions, direct the customer to FTX support at the appropriate FTX support email.

Notes: Some FTX enterprise customers have a mismatch between their active login email and the primary contact email on the enterprise, preventing agreement signatures. Resolving this may require replacing the Go Account admin or updating the primary contact internally.

"Reviewing the account we see the Go account is enabled for the Enterprise. Please login as the owner through the email: Primary Contact [EMAIL]" "We can proceed with replacing the current Go Account admin with [EMAIL], as that should have been the correct admin. The KYC for this user account has also been approved."

Scenario: go-trading-license-activate#trading-enabled-individual-account

Trigger: Individual (non-FTX) user requests Go Account trading enablement and support enables it on the backend after verifying eligibility.

Signals: individual, Go Account, trading, enable, activate, request permission, non-FTX

Steps:

  1. Look up the customer's account and Enterprise ID.
  2. Verify the enterprise entity and pricing plan. Trading can only be enabled for accounts under BitGo Trust. If the enterprise is under BitGo Inc with a PayGo / individual (starter) plan, the account is not qualified for Go Account or Trade function — do not enable trading and redirect the customer to upgrade (see scenario: wrong-account-type).
  3. Verify KYC is approved.
  4. Confirm geographic eligibility for trading services.
  5. Enable trading on the enterprise via internal admin tooling.
  6. Inform the customer: "Trading has been successfully enabled for your BitGo account."
  7. Advise the customer to log out and log back in if the UI does not immediately reflect the change.

Notes: This scenario applies to non-FTX individual users whose accounts are on BitGo Trust but trading was not previously activated. Always confirm the enterprise entity is BitGo Trust (not BitGo Inc) and the plan is not PayGo / individual (starter) before enabling trading.

"We've now completed our investigation and can confirm that trading has been successfully enabled for your BitGo account."

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