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Enabling Trading, Allocation & Settlement on BitGo Accounts

Enabling Trading, Allocation & Settlement on BitGo Accounts

Problem

Customers contact support requesting that trading, Off-Exchange Allocation & Settlement, or Go Account features be enabled on their BitGo accounts. When clicking the "Start Trading" button in the UI, they are either redirected to compose an email to support@bitgo.com, see an "Identity Verification — Error — No inquiry created" message, encounter an infinite redirect loop between /trade and /trade-v2, or simply see no trade activation option. The root cause varies by account type, geographic eligibility, enterprise licensing, and user permissions.

Diagnostics

  • Identify the account type: Check whether the customer is on a PayGo (free/retail) account or a paid Business Enterprise account. Trading is only available to Business Enterprise / BitGo Trust clients.
  • Check the Enterprise ID and entity: Ask the customer for (or look up) their Enterprise ID. Confirm the enterprise exists and which BitGo contract entity it falls under (BitGo Trust vs. BitGo Inc). A PayGo Enterprise with plan individual (starter) on BitGo Inc is not qualified for Go Account or Trade function. Always verify both the entity and the plan before advising on trading eligibility or attempting to enable any features.
  • Check the Pricing Plan: Look up the enterprise's pricing plan. A blank pricing plan or individual (starter) typically indicates a PayGo user without trading entitlements.
  • Check geographic eligibility: Determine the customer's country/region of residence. Trading is not available in all jurisdictions (e.g., Canada, Indonesia, and historically certain US states like Vermont were restricted — Vermont has since been enabled).
  • Check if the account originated from FTX distribution: Many "Start Trading" / "enable trading" requests come from FTX retail claimants. Confirm whether the enterprise was created as part of FTX distribution. These accounts may have specific constraints or may already have been resolved in bulk closures.
  • Check KYC status: Verify the customer's KYC/identity verification status (overallState). If unverified, trading cannot proceed until KYC is completed and approved.
  • Check if Go Network / Trading license is enabled on the enterprise: In the admin tool, verify whether the Trading or Go Network license has been toggled on for the enterprise.
  • Check the user's role on the Go Account: Confirm the user has the appropriate role (e.g., admin or trader) on the Go Account wallet. Users added to the enterprise but not invited to the Go Account will see a prompt to contact support.
  • Check which enterprise the user is viewing: Customers with multiple enterprises (e.g., a personal enterprise and an FTX enterprise) may be looking at the wrong one. Confirm the correct enterprise ID is selected via the dropdown in the top-right corner.
  • Check for known UI issues: If the customer reports the trade page not loading on mobile or an infinite redirect loop, check for known platform bugs and escalate to Engineering if needed.

Resolution

Scenario: trading-enable-trade-start#paygo-not-enterprise

Trigger: The customer is on a PayGo (free) account and does not have a paid Business Enterprise contract.

Signals: PayGo, free account, no pricing plan, individual starter, BitGo Inc, "To enable this feature please contact support@bitgo.com", Start Trading button opens email, retail user

Steps:

  1. Confirm the account is a PayGo user by checking the enterprise entity (BitGo Inc vs. BitGo Trust) and the pricing plan (blank, PayGo, or individual (starter)).
  2. Inform the customer that trading (including the Trade Account and Go Account) is only available to Business Enterprise account holders under BitGo Trust. A PayGo Enterprise with plan individual (starter) on BitGo Inc is not qualified for Go Account or Trade function.
  3. Direct the customer to submit an inquiry to the BitGo sales team at: https://www.bitgo.com/connect-with-us/
  4. Advise that once they submit the request, a member of the sales team will contact them to discuss enterprise account offerings.

Notes: Do not enable trading for PayGo / individual (starter) accounts on BitGo Inc. The customer must upgrade to a Business Enterprise plan under BitGo Trust first. Always check both the enterprise entity and the pricing plan — an account on BitGo Inc with an individual (starter) plan is not eligible regardless of other factors.

"Access to trading is only available for clients with a paid Enterprise account. If you would like to find out more about our business account offerings, could you please submit your inquiry to our sales team if you wish to become an enterprise client with us at: https://www.bitgo.com/connect-with-us/" (ticket #242112)

"Exchange Allocation and Settlement license is only available to our Business Enterprise account holders. Upon check your account it seems like this is under PayGo user." (ticket #207917)

Scenario: trading-enable-trade-start#enterprise-trading-not-enabled

Trigger: The customer has a valid Business Enterprise account but the Trading / Go Network license has not been toggled on for their enterprise.

Signals: enterprise account, trading not enabled, Start Trading opens email to support, no trade activation button, enterprise client

Steps:

  1. Verify the enterprise ID and confirm it is a paid Business Enterprise under BitGo Trust.
  2. Check the enterprise's license/feature flags to confirm trading is not yet enabled.
  3. Enable trading for the enterprise internally (flip the trading license toggle).
  4. Confirm with the customer that trading has been enabled and ask them to log in and navigate to the Trade tab.
  5. If the customer needs to activate their Go Account for the first time, instruct them: "Log in, choose Wallets & Connections. You should see 'Activate Trading Wallet' in the middle of your screen. Choose 'Enter Login Password' to begin setup."

Notes: If the enterprise is under BitGo Inc (not BitGo Trust), Go Network cannot be enabled. The customer may need to migrate to a BitGo Trust entity. Consult the Account Manager or Sales team.

"Once you login to our platform, choose Wallets & Connections. When the screen populates, you should see 'Activate Trading Wallet' in the middle of your screen. Choose 'Enter Login Password' to begin setup." (ticket #265787)

"Go Network is already enabled. If this doesn't provide them with what they want, then I am unsure if its possible because enabling Trading, which provided access to a Go Account, also provided access to Trading." (ticket #252050)

Scenario: trading-enable-trade-start#geo-restricted

Trigger: The customer is located in a country or region where BitGo trading services are not available (e.g., Canada, Indonesia).

Signals: Canada, Indonesia, trading not available in your region, infinite redirect, trade-v2 redirect loop

Steps:

  1. Check the customer's country of residence or citizenship on file.
  2. If the customer is in a restricted region, inform them that BitGo trading services are not currently available in their location.
  3. For Canadian users specifically: advise that withdrawals can only be made in USD to their bank account. Trading and stablecoin withdrawal via the trade page are not available.
  4. For FTX claimants in restricted regions: distributions may be in goUSD or USDC. Direct the customer to the FTX FAQ at https://www.bitgo.com/ftx-faq/ for distribution options.
  5. If the customer encounters an infinite redirect loop between /trade and /trade-v2, explain that this is caused by the geographic restriction on trading. They should use the direct bank withdrawal flow instead.

Notes: Geographic restrictions may change over time. Vermont (US) was previously restricted but has since been enabled. Always verify current eligibility. For Canadian users attempting to withdraw via stablecoin, the redirect loop between trade and trade-v2 is a known symptom of the regional restriction.

"At the moment, BitGo trading services are not available in Canada." (ticket #190090)

"As trading isn't available in Canada you can't do withdraw via Stablecoin. You can only transfer to the bank account." (ticket #252540)

"Yes we now support trading across all the states. Please let us know if you want the trading feature enabled on your Enterprise." (ticket #271273)

Scenario: trading-enable-trade-start#ftx-retail-bulk-closed

Trigger: The customer's account was created as part of the FTX retail distribution and the request has already been resolved in bulk.

Signals: FTX, retail, FTX Retail tickets, already resolved, Closing FTX Retail tickets

Steps:

  1. Check whether the enterprise was created as part of FTX distribution.
  2. Confirm whether the ticket falls into the batch of FTX retail tickets that were bulk-closed after confirming with internal stakeholders that the issues were already resolved.
  3. If the customer's FTX-related trading or account activation issue has already been addressed, confirm resolution and close the ticket.
  4. If the customer still has an active issue (e.g., cannot access funds, KYC incomplete), handle separately — direct them to the FTX FAQ at https://www.bitgo.com/ftx-faq/ and assist with specific remaining blockers.

Notes: A large batch of FTX retail "enable trading" / "start trading" tickets were confirmed resolved and closed in bulk in March 2025. Verify before reopening investigations.

"Nandish Closing FTX Retail tickets after confirming with Michelle Liu - these issues are already resolved" (ticket #202217)

Scenario: trading-enable-trade-start#kyc-incomplete

Trigger: The customer's KYC / identity verification has not been completed or is in an unverified state.

Signals: Identity Verification, Error, No inquiry created, unverified, KYC not submitted, overallState unverified

Steps:

  1. Check the customer's KYC status. Look for overallState — if it shows unverified, KYC has not been completed.
  2. If KYC has not been submitted, instruct the customer to log in and switch to the correct enterprise (especially if they have an FTX enterprise) to trigger the KYC flow.
  3. If a Persona verification link is needed, coordinate with the internal team to generate and send one.
  4. Collect required information if needed: Full Name, Date of Birth, Country of Residence.
  5. Once KYC is approved, trading can be enabled or will become accessible automatically.

Notes: The error message "Identity Verification — Error — No inquiry created — For more assistance, contact support@bitgo.com" indicates the KYC inquiry was not properly initiated. This may require internal escalation to generate the verification link.

"Identity Verification — Error — No inquiry created — For more assistance, contact support@bitgo.com." (ticket #203471)

"We see you have successfully created a separate enterprise for FTX claim purpose for your BitGo account but KYC is not submitted yet. Please log in to BitGo and switch to your FTX enterprise at the top right of the dashboard to submit your KYC for review." (ticket #240831)

Scenario: trading-enable-trade-start#wrong-enterprise-selected

Trigger: The customer has multiple enterprises and is viewing the wrong one, which does not have trading enabled or does not hold their assets.

Signals: wrong enterprise, assets not visible, 0 balance, switch enterprise, multiple enterprises, funds in different enterprise

Steps:

  1. Identify all enterprises associated with the customer's account.
  2. Determine which enterprise has trading enabled and/or holds the customer's assets.
  3. Instruct the customer to switch enterprises: "Click on your name near the top right side and choose the correct enterprise ID."
  4. If assets need to be transferred between enterprises for trading, advise the customer accordingly.

Notes: This is common for FTX claimants who may have both a personal enterprise and an FTX-specific enterprise. Trading permissions and assets may only exist on the FTX enterprise.

"The assets on: 6768c6f6fac0d9743018fb2a2f60b1b8 need to be transferred to the FTX enterprise to have trading option for the assets you hold." (ticket #264111)

"Could you please make sure that you are using recommended Desktop/Laptop Google Chrome web browser. Once logged into your account click on your name near top right side and choose enterprise ID ending with d88d." (ticket #267772)

Scenario: trading-enable-trade-start#user-not-added-to-go-account

Trigger: Additional users have been added to the enterprise but have not been invited to the Go Account (Trading wallet), so they see a prompt to contact support on the Trade tab.

Signals: added users, users see contact support, no trade access for new users, Go Account user invite

Steps:

  1. Confirm the requesting user has been added to the enterprise.
  2. Instruct the enterprise admin to add the user to the Go Account via the UI: "Login to your account > Go to the Trading Tab > Click on Wallet Details on the right-hand side > Users > Add User."
  3. If the Go Account only has one admin, no separate approval is needed — the invited user just needs to accept the invite.
  4. Once the user accepts the invite, they should be able to access the Trade functionality.

Notes: Enterprise membership alone does not grant access to the Go Account. Users must be explicitly invited to the Go Account wallet by an admin.

"Login to your account > Goto Trading Tab > Click on Wallets Details on Right Hand Side > Users > Add User." (ticket #252525)

"If the Go Account only has you as an admin. No approval is required and they would just need to accept the invite to join." (ticket #252525)

Scenario: trading-enable-trade-start#off-exchange-allocation-enable

Trigger: The customer specifically requests enabling Off-Exchange Allocation & Settlement (Go Network OES) for their enterprise.

Signals: Off Exchange Allocation, Settlement, Go Network, OES, exchange allocation

Steps:

  1. Verify the enterprise is a Business Enterprise account under BitGo Trust.
  2. If the enterprise is under BitGo Inc, inform the customer that Go Network can only be enabled for BitGo Trust entities.
  3. Check internally (via Slack channel or admin tools) whether the Go Network / Off-Exchange Allocation license can be enabled.
  4. Enable Off-Exchange Allocation & Settlement for the enterprise.
  5. Confirm to the customer that the feature has been enabled.
  6. If the customer also needs wallet policy unlocks for whitelisting addresses, a video conference identity verification is required. Provide the Calendly scheduling link: https://calendly.com/bitgo-client-delivery/videoid and instruct them to have government-issued photo ID ready.

Notes: For sandbox/testnet accounts, check if Go Network is already enabled on the testnet enterprise before making changes. Go Network OES is distinct from Trading — enabling Trading provides access to a Go Account and Trading, while Go Network provides allocation/settlement capabilities with partner exchanges.

"Please note that enable Off Exchange Allocation has been enabled. To unlock the wallet policy, for security purposes, we will need to schedule a video conference to verify your Identification. Please use the following link to schedule a time to meet with us and verify the request: https://calendly.com/bitgo-client-delivery/videoid" (ticket #272493)

"We have enabled off exchange allocation and settlement as requested." (ticket #275101)

Scenario: trading-enable-trade-start#trading-requires-mpa

Trigger: The enterprise has Go Network enabled but needs to execute a Master Purchase Agreement (MPA) to activate fiat-to-crypto trading.

Signals: Go Network enabled, no trading, Master Purchase Agreement, MPA, fiat vs crypto

Steps:

  1. Confirm that Go Network is already enabled on the enterprise.
  2. Clarify with the customer whether they need to trade fiat vs. crypto (which requires the MPA) or just settle assets over Go Network.
  3. If fiat-to-crypto trading is needed, loop in the customer's Account Manager or Sales representative to send the Master Purchase Agreement via DocuSign.
  4. Advise the customer: "There are no fee commitments to activate Trade" via the MPA.
  5. Once the MPA is executed, trading can be fully enabled.

Notes: Go Network (settlement/allocation) and Trading (fiat-to-crypto) are distinct features. A customer may have Go Network but still lack Trading until the MPA is signed.

"I confirm you have access to the Go Account, which will allow you to settle assets over Go Network. Now if you actually need to trade fiat vs. crypto, you can easily enable that by executing a Master Purchase Agreement, which I can send you. There are no fee commitments to activate Trade." (ticket #252050)

Scenario: trading-enable-trade-start#coin-not-tradable

Trigger: The customer wants to trade a specific coin that is not supported on the BitGo Trade platform.

Signals: CSPR, DOGE, SNX, ZEC, coin not tradable, not sellable, product not found, invalidArgument

Steps:

  1. Check whether the requested coin/token is available on the BitGo Trade platform.
  2. If the coin is not supported for trading (e.g., CSPR, DOGE, SNX, ZEC), inform the customer accordingly.
  3. For coins not available on the Trade platform, suggest the customer contact their Account Manager about potential OTC desk options for larger amounts.
  4. For API users querying unsupported products, the error returned will be "backend:common:invalidArgument key=productID".

Notes: The list of tradable coins on BitGo's platform is limited and does not include all custodied assets. Not all coins held in custody can be traded via the UI or API.

"CSPR is not sellable through our Trade platform in the UI. I have copied your Account Manager who can look into for you if this is possible through our OTC Desk." (ticket #250801)

"Unfortunately, we do not offer Doge to purchase." (ticket #265787)

Scenario: trading-enable-trade-start#mobile-ui-issues

Trigger: The customer reports that the trading interface does not load or function properly on a mobile device.

Signals: iPhone, mobile, trading window doesn't show, no option to place order, mobile browser

Steps:

  1. Recommend the customer use the latest version of Google Chrome on a desktop or laptop computer for the best experience.
  2. Ask the customer to try accessing the Trade page from a different device and network.
  3. If the issue is reproducible, escalate to the Engineering team with details (device type, browser, screenshots/video).
  4. Check the platform status page for any known issues: https://status.bitgo.com/

Notes: BitGo generally recommends desktop/laptop access via Google Chrome. Mobile trading functionality has had intermittent issues that were escalated to Engineering in past incidents.

"We generally recommend using the latest version of Google Chrome on a computer or laptop to access our website for the best experience." (ticket #209251)

Scenario: trading-enable-trade-start#wrong-password-trade-activation

Trigger: The customer receives an error when trying to activate their trading wallet, indicating an incorrect password.

Signals: wrong password, trade activation error, login password, wallet passphrase

Steps:

  1. Confirm the customer is using their current BitGo login password to activate the trading wallet.
  2. Ask if they recently reset their login password — the trading wallet activation requires the current password.
  3. When activating a Go Account, the wallet passphrase can be set as the login password or a custom password. Most commonly, it is the login password.
  4. If the customer cannot recall the password, advise them to reset their login password and retry activation.

Notes: The Go Account wallet passphrase is set during activation and is typically the user's login password.

"The error indicates the wrong password is being used, if you are using your login password, did you recently reset it?" (ticket #240048)

Scenario: trading-enable-trade-start#fraudulent-site

Trigger: The customer asks whether a third-party website (e.g., bitgoincbroker.com) is an official BitGo platform.

Signals: bitgobroker, bitgoincbroker, scam, phishing, fake site, unofficial platform

Steps:

  1. Inform the customer that the only official BitGo platforms are:
  2. Advise the customer not to enter credentials or send funds via any unofficial website.
  3. If the customer has already interacted with the fraudulent site, recommend they change their BitGo password immediately and enable 2FA if not already configured.

Notes: BitGo does not operate under domain names like bitgoincbroker.com or bitgobroker.com. These are fraudulent sites.

"Please find are only and official platforms below: BitGo Official site: https://www.bitgo.com/ BitGo Official Platform: https://app.bitgo.com/login BitGo Mobile Apps can only be downloaded on official Apple Store and Google Play Store" (ticket #210206)

Related

  • introduction-to-prime — Covers BitGo Prime Trading account requirements, Go Account setup, and settlement schedules
  • off-exchange-settlement-overview — Details on Go Network Off-Exchange Settlement (OES), partner venues, and allocation workflows
  • allocate — Explains the Allocate feature via Go Network for off-exchange trading with OES partners