Scoutinternal

Changing Email Address on a BitGo Account

Changing Email Address on a BitGo Account

Problem

Customers request to change the email address (login username) associated with their BitGo account or enterprise. The process and availability of this change differ significantly depending on the account type: Starter/PayGo accounts are not eligible for a support-driven email change, while contracted Institutional/Custody accounts require identity verification via a video call before BitGo Support can execute the change. FTX creditor accounts have an additional prerequisite — the email must first be updated on the FTX side before BitGo can proceed.

Diagnostics

  • Determine account type. Look up the user/enterprise in admin tools. Identify whether the account is a Starter (self-service/PayGo) account or a contracted Institutional/Custody enterprise. This is the single most important distinction — it determines whether a direct email change is possible.
  • Check enterprise status. Confirm the enterprise is active. Look for freeze status (e.g., "churn due to non payment") or downgraded/frozen enterprises, which may block changes.
  • Confirm the requester's role. Verify that the person requesting the change is the enterprise owner or a wallet admin. Non-owners cannot initiate user management changes.
  • Check whether the new email already exists on the platform. Search for the target email address in admin tools. If it already exists as a registered BitGo user, the email change cannot proceed — a different, unused email address must be provided. The search should return: The search term "[EMAIL]" did not match anything. before proceeding.
  • For FTX creditor accounts: Confirm whether the customer has already updated their email with FTX. The email at FTX and BitGo must match for distributions. Ask the customer to provide confirmation from FTX support that the change has been made on their side.
  • Identify if this is a TestNet or Production enterprise. TestNet email changes can be processed without a video verification call. Production enterprise changes require video ID verification.
  • Check if the customer still has access to the old email. If they do, the self-service path (invite new email, remove old email) may be viable. If they do not, a support-assisted change is required.

Resolution

Scenario: change-email-address-changing#starter-paygo-not-supported

Trigger: The customer has a Starter or PayGo account (not a contracted Institutional customer) and requests an email change.

Signals: Starter account, PayGo, email change not supported, non-institutional, self-service account

Steps:

  1. Inform the customer that change of email address is not supported for Starter/PayGo accounts.
  2. Offer the self-service workaround: the customer can add the new email address as an additional user on the enterprise, then remove the old email.
    • Log in to BitGo with the current email.
    • Navigate to Enterprise Settings → Users (or Admin Console → Members tab → Invite Members).
    • Invite the new email address with the appropriate role (e.g., Organization Admin or Owner).
    • The new email will receive an invitation to establish an account, set up a password, complete KYC, and configure 2FA.
    • Once the new account is fully set up, add the new user to all relevant wallets.
    • Then remove the old email from wallets first, and then from the enterprise.
  3. If the customer asks about becoming an Institutional customer, direct them to: https://www.bitgo.com/connect-with-us

Notes: This workaround requires that the customer still has access to the old email to accept removal requests. If the "Users" tab is greyed out, someone with owner access on the enterprise must initiate the action.

"Change of email address is not supported for Starter accounts." "We are unable to help with email change on this account as we don't offer this feature on starter accounts." "Unfortunately, Change of email address is not supported for PayGo users. It's only supported for Institutional Users."

Scenario: change-email-address-changing#institutional-production-video-id

Trigger: The customer is on a contracted Institutional/Custody enterprise (Production environment) and requests an email change for their login or another user on the enterprise.

Signals: institutional account, enterprise, production, email change, video verification, Calendly, government ID

Steps:

  1. Confirm the request details: old email address, new email address, and the Enterprise ID.
  2. Verify that the new email address does not already have an existing BitGo account.
  3. Send the customer the Calendly link to schedule a video ID verification call: https://calendly.com/bitgo-client-delivery/videoid
  4. Instruct the customer to have their government-issued photo ID ready and to reference their ticket number when scheduling.
  5. If the requester is not the initially verified user (video ID user), advise them to bring the verified person onto the call to authorize the change.
  6. During the video call, verify the customer's identity against their government-issued photo ID. Record the session.
  7. After successful verification, execute the email change using the internal admin tool (e.g., bganew user setemail -e [NEW_EMAIL] -v 1). Confirm the action when prompted ("ok").
  8. Inform the customer that a password reset is required after the email change. Provide the password reset link: https://app.bitgo.com/web/auth/forgot-password/recover-password
  9. Send confirmation to the customer with the new email address and confirm they can log in.

Notes: The new email must not already exist as a registered BitGo user. After the email change, the user will need to reset their password. If the customer also needs a 2FA reset, this can be handled on the same video call.

"We have received your request to change your email address. 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" "We have now changed the email to "[EMAIL]" for the Ent 599710f0f05b284407fce06f5e6f0a36. You will have to reset the password before you use latest email. You can use below link to do that: https://app.bitgo.com/web/auth/forgot-password/recover-password" "Note: If you are not initially verified by BitGo, please bring the person on the call who has already verified and can authorize your identity."

Scenario: change-email-address-changing#testnet-enterprise

Trigger: The customer requests an email change on a TestNet enterprise.

Signals: TestNet, test environment, bitgo-test, testnet email change

Steps:

  1. Confirm the request details: old email address, new email address, and the TestNet Enterprise ID.
  2. Verify that the new email address does not already exist as a registered user on TestNet. If it does, inform the customer and ask for an alternative email.
  3. No video verification call is required for TestNet changes.
  4. Execute the email change using the internal admin tool.
  5. Inform the customer that a password reset will be required when logging in with the new email.
  6. Confirm the change with the customer.

Notes: If the target email already exists on TestNet (e.g., registered to a different user), the change cannot proceed. The customer must provide an email that is not already in use.

"This can not be change as [EMAIL] is already an existing address on our TestNet. If need to change Hongxin's registered email address on our TestNet we need to have a new email address that does not currently exist as registered email." "We have completed the email change for your TestNet Enterprise. Please be advised that User will require to do a password reset when they login to Testnet account."

Scenario: change-email-address-changing#ftx-creditor-email-change

Trigger: The customer is an FTX creditor and needs to change the email on their BitGo account that receives FTX distributions.

Signals: FTX, creditor, distribution, FTX portal, claim, email mismatch, ftxcreditors@bitgo.com

Steps:

  1. Inform the customer that the email address at FTX and BitGo must match for distributions to be received correctly.
  2. The customer must first update their email address on the FTX portal/side. Direct them to FTX support: https://support.ftx.com/hc/en-us/articles/19223337707412-Official-Email-Addresses
  3. Once the customer provides confirmation from FTX that their email has been updated, proceed with the BitGo email change process (video verification as in the institutional scenario, or advise them to create a new BitGo account with the updated email if applicable).
  4. After the email change on BitGo, instruct the customer to reset their password at: https://app.bitgo.com/web/auth/forgot-password/recover-password
  5. If the customer has already received their distribution and simply wants to change the email for account access, advise caution — do not recommend making changes unless absolutely necessary, as both accounts (FTX and BitGo) need to remain in sync.

Notes: Some agents have advised customers that BitGo cannot update the email on their existing account and instead suggested creating a new BitGo account with the updated email after changing it at FTX. If distributions are still pending, discourage changes until the distribution process is finalized to avoid sync issues. Refer customers to the FTX FAQ: https://www.bitgo.com/ftx-faq

"Could you please confirm the email address that you have registered with FTX? Because, the email address at FTX and BitGo has to match for you to receive your FTX refund / claim. In case you need to change the email address, then you will first need to get this updated at FTX side and only then we will be able to make the changes." "We have reviewed your account, and unfortunately, we are unable to update the email address on your existing BitGo account. However, we suggest that you first update your email address on the FTX portal. Once that is done, you can create a new BitGo account using the updated email address." "Before we can update the email on our end, it first needs to be updated with FTX. Once the change is made there, we'll be able to proceed with updating it on our side."

Scenario: change-email-address-changing#self-service-add-remove-user

Trigger: The customer has access to the current email and the enterprise, and an admin/owner can perform the change without BitGo Support intervention by adding a new user and removing the old one.

Signals: self-service, add user, remove user, enterprise settings, invite user, owner access, admin console

Steps:

  1. Instruct the customer to log in to BitGo with their current email.
  2. Navigate to Enterprise Settings → Users (or Profile Logo → Admin Console → Members tab).
  3. Click "Invite Members" (or "Invite User" / "Add User") and enter the new email address. Assign the appropriate role (e.g., Owner or Organization Admin).
  4. The new email will receive an invitation. The user must accept the invite, set up their account (password, KYC, 2FA).
  5. Once the new account is fully configured, use the old account to add the new user to all relevant wallets via the Roles tab.
  6. Then remove the old email: first remove from wallets, then remove from the enterprise.
  7. The old email account will need to log in and accept the removal requests.

Notes: If the "Users" tab is greyed out, someone with owner access on the enterprise must perform these steps. The new email user will need to go through the account setup process including KYC verification. This method is applicable to both Starter and Institutional accounts when the customer has access to the current email.

"The best course of action here is to invite the new email by going into your profile, enterprise settings, users. Click add user. Then once the new email is added in, youll login via new email. Remove the old email address by going into the enterprise users tab im first paragraph above. Youll need to click onto remove from wallets and then iltimately remove from enterprise." "You can go to your Enterprise settings and invite your personal email address to the Enterprise. Once done, that account will receive a link to establish their account. Once the account is established, setup, and has had its 2FA configured, you can then invite that user to your wallets." "Once you have logged into the UI, choose the Profile Logo, followed by 'Admin Console'. Under the Members tab, choose 'Invite Members' and input the new email address and select starting Role."

Scenario: change-email-address-changing#profile-name-change

Trigger: The customer requests a change to their profile name (first name, last name, or name order) rather than their email address.

Signals: name change, profile change, first name, last name, name order

Steps:

  1. Ask the customer to clarify exactly what profile changes they need (e.g., correcting name order, updating name after a legal name change).
  2. Escalate internally to have the name updated in the system. This may require internal review and approval.
  3. Confirm the completed changes to the customer (e.g., "First Name: [X], Last Name: [Y]").

Notes: Name changes may take longer than email changes to process due to internal review requirements. Based on ticket evidence, some customers have experienced significant delays waiting for name changes.

"The requested changes have been successfully made: First Name: JIA YANG ANDY Last Name: LAU"

Scenario: change-email-address-changing#frozen-enterprise

Trigger: The enterprise is frozen or downgraded (e.g., due to non-payment/churn), and the customer requests an email change or other account modifications.

Signals: frozen, downgraded, churn, non-payment, freeze active

Steps:

  1. Check the enterprise status in admin tools. Look for freeze status and reason.
  2. If the enterprise is frozen due to non-payment or churn, inform the customer that account modifications cannot proceed while the enterprise is in this state.
  3. Advise the customer to resolve the outstanding account/payment issue first. Escalate to the account management or billing team if needed.
  4. Once the enterprise is reactivated, proceed with the appropriate email change workflow.

Notes: A frozen enterprise may show a freeze date far in the future (e.g., "Active till 2124-03-14"). This indicates a long-term or indefinite freeze.

"their enterprise is frozen Freeze: Active till 2124-03-14T20:43:17+01:00 churn due to non payment"

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