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RMG Enterprise Applications, Bakkt Stuck Transactions, and Nebeus/FTX KYC Inquiries

RMG Enterprise Applications, Bakkt Stuck Transactions, and Nebeus/FTX KYC Inquiries

Problem

This article covers a cluster of recurring ticket patterns involving three distinct categories: (1) automated "New RMG Enterprise Application on behalf of …" tickets generated when new RMG enterprises are created, (2) Bakkt/APEX stuck or timed-out BTC transactions, and (3) inquiries from Nebeus users or FTX/Liquid claimants experiencing KYC verification issues routed to BitGo. Customers in the Bakkt category see timeout errors when submitting BTC transactions via BitGo Express, while FTX/Liquid claimants encounter pending KYC states that block their bankruptcy claims. The RMG enterprise application tickets are largely system-generated and require minimal agent intervention.

Diagnostics

  • RMG Enterprise Applications: These tickets follow the naming pattern "New RMG Enterprise Application on behalf of [org name]". Confirm whether the ticket is a system-generated notification for a new enterprise creation. Check whether the enterprise was created on testnet or mainnet. Most of these require no customer-facing action.
  • Bakkt / APEX Stuck or Timeout Transactions:
    • Identify the wallet ID and coin (typically BTC).
    • Check the wallet's recent pending transactions in the admin tool to see if sends are actually going through or are genuinely stuck.
    • Ask for the BitGo Express/SDK version being used.
    • Ask for the full endpoint URL as called (e.g., http://bitgo-express.custodian:3080/api/v2/btc/wallet/[WALLET_ID]/sendmany).
    • Ask for the email address of the user who created the authenticating Access Token.
    • Check the wallet balance, spendable balance, and whether the breaker is triggered.
    • Review the wallet's velocity limit policy (e.g., velocityLimit:getApproval).
  • Nebeus Help / FTX-Liquid KYC Issues:
    • Determine whether the customer is an FTX/Liquid claimant whose KYC is managed through the FTX Customer Claims Portal (https://claims.ftx.com) rather than BitGo directly.
    • For accounts sourced from FTX/Liquid, check the enterprise's KYC status via admin tools. Look for "overallState": "pending" in the compliance status.
    • Confirm the enterprise ID associated with the account.
    • If the issue is with FTX claims specifically, the customer should be directed to FTX support or the FTX Customer Claims Portal.
  • First Advantage / Background Check Auto-Replies: Check if the inbound email is an automated reply from First Advantage (Verifications Ops). These typically arrive because BitGo's case-resolved email triggered an auto-response. No customer action is needed; confirm it was an auto-reply and close.

Resolution

Scenario: rmg-bakkt-behalf-application#rmg-enterprise-auto-generated

Trigger: A ticket is created with the subject line "New RMG Enterprise Application on behalf of [org name]" and contains no customer-reported problem.

Signals: RMG, enterprise, application, behalf, new enterprise, testnet, org policy

Steps:

  1. Confirm the ticket was auto-generated as part of the RMG enterprise onboarding flow.
  2. Verify whether the enterprise was created successfully by checking the enterprise ID in admin tools.
  3. If no follow-up action or customer complaint is present, mark the ticket as resolved.
  4. If the ticket references RMG testnet org policy setup, confirm the policy was applied correctly and close.

Notes: These tickets are high-volume and mostly informational. They include test organizations (e.g., "RMG Test", "TESTORG2", "fhgfh") as well as legitimate enterprise names. No customer-facing response is typically required unless the enterprise owner follows up with a specific question.

Scenario: rmg-bakkt-behalf-application#bakkt-btc-timeout

Trigger: Bakkt/APEX reports BTC wallet timeout errors when submitting transactions via BitGo Express, with error message containing "context deadline exceeded (Client.Timeout exceeded while awaiting headers)".

Signals: Bakkt, APEX, BTC, timeout, stuck, sendmany, context deadline exceeded, Client.Timeout, bitgo-express

Steps:

  1. Check the wallet's recent pending transactions in admin tools to determine whether transactions are actually processing or genuinely stuck.
  2. Request the following information from the customer for engineering escalation:
    • Confirm the full endpoint as called (e.g., Post "http://bitgo-express.custodian:3080/api/v2/btc/wallet/[WALLET_ID]/sendmany?coin=btc&sourceWalletId=[WALLET_ID]").
    • BitGo Express/SDK version being used.
    • Email address of the user who created the authenticating Access Token.
    • Whether this is the only instance of this error for this wallet, or if it has occurred previously.
  3. Check the wallet balance fields: Balance, Confirmed, Spendable, and Spendable (Single Transaction).
  4. Verify the breaker status (Breaker triggered: false is normal).
  5. If the wallet shows recent sends awaiting confirmation and the error appears transient, follow up with the customer to confirm whether the issue persists.
  6. If the issue is ongoing, escalate to the engineering team with the collected details.

Notes: In at least one observed case, transactions were found to be working normally upon investigation, and the timeout may have been transient. Multiple historical Bakkt tickets reference "stuck transactions" which follow a similar investigation pattern.

"error attempting request: Post "http://bitgo-express.custodian:3080/api/v2/btc/wallet/[WALLET_ID]/sendmany?coin=btc&sourceWalletId=[WALLET_ID]\": context deadline exceeded (Client.Timeout exceeded while awaiting headers)" (ticket #252010)

"Please confirm the following is the full endpoint as its being called... Please provide the Bitgo Express/SDK Version being used. Please provide the email address of the user who created the authenticating Access Token. Is this the only instance for this wallet of this error when submitting transactions?" (ticket #252010)

Scenario: rmg-bakkt-behalf-application#ftx-liquid-kyc-pending

Trigger: A customer with accounts sourced from FTX or Liquid contacts BitGo about KYC issues, often referencing FTX bankruptcy claim notifications and unverified claims.

Signals: KYC, FTX, Liquid, Nebeus, pending, overallState, claims.ftx.com, unverified claims, bankruptcy, compliance

Steps:

  1. Determine whether the KYC issue pertains to the FTX Customer Claims Portal or to BitGo's own compliance verification.
  2. If the customer received emails from "FTX Noticing" about unverified claims, advise them to work with FTX support directly for FTX claims-related KYC. The FTX Customer Claims Portal is available at https://claims.ftx.com.
  3. For BitGo-side KYC, check the enterprise status in admin tools. Look for "overallState": "pending" to confirm the account is still under compliance review.
  4. If the customer encounters a blank white page when logging into https://app.bitgo.com/, instruct them to navigate directly using the enterprise ID URL format: https://app.bitgo.com/web/enterprises/<enterprise_id>/ and then click "Start Verification".
  5. If the account source is listed as "ftx" and KYC remains pending, confirm that BitGo compliance has the submission and advise the customer to wait for review, or escalate to the compliance team if the review appears stalled.
  6. For Nebeus-related inquiries, determine the specific issue (account access, asset recovery, etc.) and handle accordingly. Many Nebeus tickets lack detailed resolution data — escalate to the appropriate internal team if the issue is unclear.

Notes: FTX bankruptcy KYC deadlines referenced in tickets include March 1, 2025 (commence KYC submission) and June 1, 2025 (complete all KYC). Customers who do not commence KYC by the deadline risk having their claims disallowed and expunged. BitGo cannot resolve FTX Claims Portal issues — redirect the customer to https://claims.ftx.com or FTX support.

"While checking your account: [EMAIL] it looks like this is still KYC Pending from our compliance team for review. Ent: 64f1a0670ddaaa0007082e96482b4732 ... Source: ftx Status: "overallState": "pending"," (ticket #315805)

"Could you try to Login to https://app.bitgo.com/ If you encounter a blank white page try to add the Enterprise ID like this https://app.bitgo.com/web/enterprises/64f1ae9a0c880e0007630347b04fa75b/ Then click Start Verification" (ticket #315805)

Scenario: rmg-bakkt-behalf-application#first-advantage-auto-reply

Trigger: An email from First Advantage (Verifications Ops) arrives asking for applicant details or order/case IDs, triggered by a BitGo case-resolved auto-reply.

Signals: First Advantage, auto reply, case resolved, SR#, THREAD ID, Verifications Ops

Steps:

  1. Confirm the inbound message is an automated reply from First Advantage triggered by BitGo's "Case Resolved" notification email.
  2. Respond to let them know the case was closed due to an auto-reply from their system.
  3. Ask if any assistance is actually needed from BitGo's side.
  4. If no follow-up is received, close the ticket.

Notes: These tickets can accumulate long subject-line chains (e.g., "Case Resolved - RE: Case Received - RE: Case Received…") due to repeated auto-reply loops. Break the loop by providing a clear human response.

"It seems were received an auto reply from your end and closed it. Let us know if we can provide any help from our side." (ticket #219537)

Related

  • setting-up-a-wallet — Wallet configuration and freeze settings relevant to Bakkt wallet investigations
  • avax-staking-playbook — Referenced by Nebeus AVAX tickets; covers AVAX C-chain/P-chain transfer flows