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Coin and Token Support, Sending Issues, and API Troubleshooting

Coin and Token Support, Sending Issues, and API Troubleshooting

Problem

Customers frequently encounter issues related to supported coins and tokens on the BitGo platform, including: inability to send or withdraw coins (often due to incorrect wallet passwords, unsupported coins, or browser issues), errors when calling coin-related API endpoints (e.g., consolidateAccount), questions about which coins and tokens BitGo supports, and tokens not appearing in wallet dashboards after transfers. These issues span multiple product areas including the BitGo UI, BitGo Express API, and custody wallets across chains such as ETH, TRX, SUI, XLM, and others.

Diagnostics

  • Identify the coin/token involved: Confirm the exact coin ticker and network (e.g., polygon:usdt, trx:usdt, SUI:DEEP). Check whether it appears in the BitGo constants list at https://app.bitgo.com/api/v1/client/constants.
  • Check wallet type: Determine whether the wallet is a standard BitGo wallet, a Go wallet, or a custody (BitGo Trust) wallet. Some wallet types do not support certain tokens (e.g., Go wallets may not support SUI tokens).
  • Verify account tier: In admin tools, check if the customer's account is Starter, Business, or Institutional level. Some features (e.g., pricing plans) require an Institutional account.
  • Check coin support status: Some coins (e.g., BSV) have been deprecated and are no longer supported. Confirm current support status.
  • Review error messages: Collect the full error message, request ID, and error ID in plaintext. Key errors include:
    • "invalid coin selected" — wrong coin identifier or unsupported coin
    • "unable to decrypt keychain with the given wallet passphrase" — incorrect wallet password
    • "Password is incorrect" — wrong passphrase used in API call
    • "socket hang up" — often related to outdated BitGo Express version
    • HTTP 404 with no response — potential indexer or API issue
  • Check browser: If the customer reports missing wallets or balances in the UI, ask which browser they are using. BitGo works best with Chrome; Safari may cause display issues.
  • Verify on-chain balance: Use the relevant block explorer (Etherscan, Tronscan, Stellarchain, Suiscan, etc.) to confirm whether funds exist on-chain even if the dashboard shows nothing.
  • Check BitGo status page: Visit https://status.bitgo.com/ for any active Code Red alerts or indexer delays affecting the relevant chain.
  • Review API payload: If the issue is API-related, request the full API call, payload, and response. Check the endpoint URL for correct coin identifier formatting.

Resolution

Scenario: coins-coin-send-coinbase#invalid-coin-selected-api

Trigger: Customer receives "invalid coin selected" error when calling the consolidateAccount or other coin-specific API endpoints.

Signals: invalid coin selected, consolidateAccount, API error, coin identifier, polygon:usdt, bitgoJsVersion, bitgoExpressVersion

Steps:

  1. Confirm the exact coin identifier the customer is passing in the API URL path. The coin identifier must match BitGo's internal naming convention (e.g., the Mainnet ID from https://developers.bitgo.com/coins).
  2. Direct the customer to verify the correct coin identifier using the constants endpoint: https://app.bitgo.com/api/v1/client/constants.
  3. The Consolidate Accounts endpoint (/api/v2/{coin}/wallet/{walletId}/consolidateAccount) is generally available for account-based coins that have a root/base address concept. ETH is an exception because ETH wallets have an automated flushing process.
  4. Request the full API call URL and payload to review the coin identifier and parameters being passed.
  5. For TRX consolidation specifically: ensure the root address of the wallet is NOT included in the address array (it is the destination). Receive addresses must be activated (requires 2.1 TRX sent as the first transaction). If the TRX Gas Tank is enabled, addresses must be activated before receiving funds for the gas tank to function. Calling the endpoint without an address array will auto-find consolidatable addresses.
  6. For large wallets (e.g., 29,000+ addresses), advise using List Addresses with includeBalances and includeTokens set to True, Limit set to 500, and PrevID for pagination.

Notes: ETH wallets cannot use consolidateAccount due to automated flushing. For TRX, inactive receive addresses will not consolidate — they must be activated first with 2.1 TRX.

"The Consolidate Accounts endpoint is generally available for any account based coin which features the concept of a root/base address that needs to hold the balance to be able to send funds. I believe ETH may be the only Account Based coin which this cannot be used for as these wallets have an automated flushing process which moves received funds from non-base address to the base address." (ticket #118823)

"The Root address of your wallet is in the array to consolidate, this should be removed since it serves as the destination for said consolidation... Activating an address requires 2.1 TRX be sent to the address, preferably as the first transaction it ever receives." (ticket #118823)

"For your List Addresses call, are you setting includeBalances and includeTokens to True? I believe this should help better return a list of affected addresses to provide in the array. You may also need to pass Limit with a value of 500 so as not to be limited to the default response of 25. PrevID can also be used in conjunction to keep returning the next set of addresses." (ticket #118823)

Scenario: coins-coin-send-coinbase#incorrect-wallet-passphrase

Trigger: Customer receives "Password is incorrect" or "unable to decrypt keychain with the given wallet passphrase" when attempting to send coins via API or UI.

Signals: Password is incorrect, unable to decrypt keychain, wallet passphrase, sendcoins, sendMany, API send error

Steps:

  1. Clarify the password rules: If the user is the wallet creator and set a custom wallet password (different from their login password), they must use that wallet password.
  2. If the user is not the wallet creator and was invited to the wallet, they must use their own login password — not the wallet creator's password.
  3. If the customer has forgotten their wallet password, instruct them to navigate to: Trade > Wallet Details > Settings > Forgot Wallet Password (this may require switching to the old UI — see "Switch to classic view" below).
  4. To switch to the old UI: click on the profile icon in the top right corner, then click on "Switch to classic view".
  5. If the customer is using the API, verify that the walletPassphrase parameter in the payload contains the correct value per the rules above.

Notes: This issue commonly occurs when a non-creator user passes the wallet creator's password instead of their own login password.

"Please note if Alan is the wallet creator and has set a different wallet password other than his login then he has to use the correct wallet password. If he is not a wallet creator and has been invited on the wallet then he has to use his login password to initiate the transaction." (ticket #240728)

"Please be informed that access to the specified options requires the switch to the old UI... Step 1 :- Click on the profile icon in the top right corner Step 2:- Click on Switch to classic view... If you happened to forgot the wallet password you may goto Trade > Wallet Details > Settings > Forgot Wallet Password" (ticket #208286)

Scenario: coins-coin-send-coinbase#socket-hangup-express

Trigger: Customer receives "socket hang up" error when calling send endpoints via BitGo Express.

Signals: socket hang up, socket hangup, BitGo Express, bitgoExpressVersion, sendMany, API 400

Steps:

  1. Ask the customer which version of BitGo Express they are running (check bitgoExpressVersion in the error response).
  2. Advise the customer to update to the latest version of BitGo Express:
    • Latest BitGo SDK: https://www.npmjs.com/package/bitgo
    • Latest BitGo Express Docker image: https://hub.docker.com/r/bitgo/express/tags
  3. If the issue persists after updating, request the full API call, response body, request ID, and error ID for escalation to engineering.

Notes: Socket hangup errors are often resolved by upgrading BitGo Express. Ensure the customer is using the bitgosdk/express image rather than the older bitgo/express image if applicable.

"For the 'Socket Hang Up' error could you please try to update the BitGoExpress to the latest version and try again?" (ticket #240728)

Scenario: coins-coin-send-coinbase#unsupported-deprecated-coin

Trigger: Customer encounters "Coin unsupported" error or is unable to access a wallet for a deprecated coin (e.g., BSV).

Signals: coin unsupported, bsv, deprecated coin, unsupported coin, login error

Steps:

  1. Confirm which coin the customer is attempting to access.
  2. If the coin is BSV or another deprecated asset, inform the customer that the coin is no longer supported on the BitGo platform.
  3. If the "unsupported coin" error is blocking login, advise the customer to retry from an Incognito browser window.
  4. For any remaining balance in a deprecated coin wallet, advise the customer to contact support@bitgo.com for guidance on recovery options (if any).

Notes: BSV is confirmed as no longer supported. Other coins may be deprecated over time — check the constants endpoint for current status.

"I see the title of your message reflects BSV. This coin is indeed no longer supported on our platform." (ticket #202347)

Scenario: coins-coin-send-coinbase#token-balance-missing-dashboard

Trigger: Customer reports that token balances are missing from the BitGo dashboard despite funds being visible on-chain via a block explorer.

Signals: missing balance, token not showing, XLM:SIX, balance discrepancy, dashboard empty

Steps:

  1. Verify on-chain balance using the appropriate block explorer for the coin/token.
  2. If the on-chain balance exists but the BitGo dashboard shows zero or missing, this is likely a platform indexing or display issue.
  3. Escalate to the BitGo Engineering team with the wallet ID, coin/token type, and on-chain explorer link showing the balance.
  4. Engineering may need to re-index or fix the token balance for the affected wallet(s).
  5. After engineering confirms the fix, ask the customer to verify the balance in their dashboard.

Notes: This has been observed with XLM-based tokens (e.g., XLM:SIX). The fix requires engineering intervention.

"We have fixed token balances on the 2 XLM wallets. Please verify and let us know if you still see any discrepancy." (ticket #226755)

Scenario: coins-coin-send-coinbase#tokens-sent-to-wrong-wallet-type

Trigger: Customer sent tokens to a BitGo wallet type that does not support those tokens (e.g., SUI tokens sent to a Go account), causing tokens to be invisible or non-transferable.

Signals: SUI:DEEP, SUI:SUINS, Go account, tokens not visible, cannot withdraw, flush, backing wallet

Steps:

  1. Confirm that the destination wallet is a Go account or another wallet type that does not support the specific tokens.
  2. Inform the customer that the funds need to be flushed to a new destination address on the correct network.
  3. Request a compatible destination address from the customer (must belong to a BitGo wallet that supports the token).
  4. Escalate to engineering to coordinate the flush of tokens from the backing wallet to the customer-provided destination address.
  5. Monitor the engineering JIRA ticket for resolution and update the customer once the flush is complete.

Notes: This scenario has been observed with SUI tokens (SUI:DEEP, SUI:SUINS) sent to Go accounts. The customer cannot self-serve — engineering must perform the flush.

"The funds were sent to a Go account that does not support SUI tokens. As a result, one of the tokens is not visible, and the other cannot be used. To resolve this, the funds will need to be flushed to a new destination address on the SUI network. Please provide a SUI-compatible destination address that belongs to a BitGo wallet." (ticket #319501)

Scenario: coins-coin-send-coinbase#wallet-not-visible-browser

Trigger: Customer reports their wallet and coins have disappeared from the BitGo UI, but balances are visible on the agent's end.

Signals: wallet missing, coins gone, transactions vanished, browser issue, Safari, Chrome

Steps:

  1. Verify from the admin tools that the wallet and balance exist on BitGo's side.
  2. Ask the customer which browser they are using.
  3. Instruct the customer to clear their browser cache, close the session completely, and log in again using Chrome.
  4. BitGo's platform works best with Chrome; Safari may not reliably display wallets and balances.
  5. If clearing cache and switching to Chrome does not resolve the issue, escalate for further investigation.

Notes: Safari is known to cause display issues on the BitGo platform. Chrome is the recommended browser.

"This seems related to your browser, can we trouble you to clear your chrome browser cache, close the session completely and try again? from our end we see your btc wallet under your account with the said balance." (ticket #316347)

"our platform is enhanced to work best with chrome, so safari might not always be reliable to provide the best experience." (ticket #316347)

Scenario: coins-coin-send-coinbase#supported-coins-inquiry

Trigger: Customer asks which coins and tokens BitGo supports, or requests definitions of columns on the Coins and Tokens documentation page.

Signals: supported coins, coin list, token support, BNB, USDT, Polygon, custom tokens, coins and tokens table, developers.bitgo.com/coins

Steps:

  1. Direct the customer to the full list of supported coins and tokens via the constants endpoint: https://app.bitgo.com/api/v1/client/constants.
  2. For the Coins and Tokens reference table, direct the customer to https://developers.bitgo.com/coins.
  3. If the customer asks about column definitions on the Coins and Tokens page, provide the following:
    • Blockchain: Official name of the blockchain/token
    • Native Coin: The name used in BitGo's systems
    • Mainnet Id: The mainnet identifier for the token
    • Testnet Id: The testnet identifier for the token
    • Base Unit: What the token is broken down into (smallest unit)
    • Divisibility: How many base units make up one full token
    • Family: The crypto family the token belongs to
    • BitGo Access: Whether BitGo supports it
    • BitGo Wallets: Which wallet systems are available for use with it
  4. If the customer requires a coin or token not currently listed, advise them to contact their Customer Success Manager or BitGo Business Development for feature requests.

Notes: Custom tokens (e.g., custom tokens on the BNB chain) are not automatically supported. Support for new coins/tokens must go through BitGo's product process.

"You can reference our contract constants page for a full list of our coins/tokens supported on our platform: https://app.bitgo.com/api/v1/client/constants" (ticket #232342)

Scenario: coins-coin-send-coinbase#account-tier-limitation

Trigger: Customer attempts an action (e.g., purchasing a pricing plan for coin/token features) but is blocked because their account is a Starter-level account.

Signals: Starter account, Institutional account required, pricing plan, account level, upgrade

Steps:

  1. Check the customer's account tier in admin tools (Starter, Business, or Institutional).
  2. If the action requires an Institutional account, inform the customer: "This is indicating you need to have an Institutional Account to further perform that action. Your account is currently a Starter level."
  3. Direct the customer to their Customer Success Manager or BitGo Business Development to discuss account upgrade options.

Notes: Certain features and plans are restricted to Institutional-tier accounts.

"This is indicating you need to have an Institutional Account to further perform that action. Your account is currently a Starter level." (ticket #275446)

Scenario: coins-coin-send-coinbase#send-error-generic-triage

Trigger: Customer reports a generic "unable to send" error without providing detailed error messages or request IDs.

Signals: unable to send, error sending, send error, cannot transfer, can't send coins

Steps:

  1. Request the following information from the customer in plaintext (not screenshot form):
    • RequestID and full error message
    • Address they are sending to
    • Wallet ID they are sending from
    • Amount being sent
    • User account email address taking the action
  2. Once details are received, check the wallet status, balance, and any policy restrictions in admin tools.
  3. Check https://status.bitgo.com/ for any active chain-level issues.
  4. Route to the appropriate scenario above based on the specific error message received.

Notes: Many "unable to send" tickets are closed without resolution because customers do not provide the required details. Follow up promptly if no response is received.

"Please provide the following information in plaintext, not screenshot form: RequestID and full error message, Address you are sending to, Wallet ID you are sending from, Amount being sent, User account email address that is taking this action" (ticket #207437)

Scenario: coins-coin-send-coinbase#custody-coin-type-confirmation

Trigger: A custody (BitGo Trust) withdrawal requires confirmation of the full coin type before the transaction can be signed.

Signals: custody withdrawal, coin type, BitGo Trust, signed transaction, IMXV2

Steps:

  1. During a custody withdrawal call or request, if the full coin type was not captured, follow up with the customer to confirm the exact coin type as displayed on the BitGo platform (e.g., IMXV2).
  2. Once the full coin type is confirmed, coordinate with the custody operations team to sign and process the transaction.
  3. Confirm on-chain success and share the transaction hash with the customer.

Notes: This applies to custody wallets managed by BitGo Trust where operations officers must sign transactions. The exact coin type identifier is critical for processing.

"during your call earlier today the full coin type for your IMX transaction was missed. Can you please state the full coin type that you see on the Bitgo platform? Once that is confirmed we will process the transaction." (ticket #217271)

Scenario: coins-coin-send-coinbase#withdrawals-404-api-failures

Trigger: Client reports 404 errors with no response messages when hitting withdrawal APIs for multiple assets, and transactions are not going on-chain.

Signals: 404, no response message, withdrawals not on-chain, API failure, multiple assets, USDT, USDC, ETH, SUI

Steps:

  1. Check https://status.bitgo.com/ for any active Code Red alerts or indexer delays for the affected chains.
  2. Verify wallet status in admin tools: check if the breaker is triggered, confirm balance, and review recent transaction history.
  3. If no platform-wide issues are found, request the email address of the client contact who reported the issue so that logs can be reviewed for their specific API calls.
  4. Escalate internally via Slack or engineering channels if the issue appears to be systemic and not reflected on the status page.
  5. Follow up with the client once root cause is identified.

Notes: This scenario may indicate a transient API/infrastructure issue. Initial triage should rule out platform-wide outages before deep-diving into client-specific logs.

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