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Deposits, Wire Transfers, and Fund Movement — Troubleshooting Guide

Deposits, Wire Transfers, and Fund Movement — Troubleshooting Guide

Problem

Customers report issues with depositing or withdrawing funds via wire transfer, ACH, or cryptocurrency on the BitGo platform. Common symptoms include: wire deposits not appearing in their BitGo account, outgoing wire transfers being rejected or delayed, fiat withdrawal errors, crypto deposits not being credited to wallets, and missing email notifications for deposit confirmations. These issues span fiat (USD) wire/ACH transactions through BitGo Trust and Go Accounts, as well as on-chain crypto deposits across multiple chains (BTC, ETH, LTC, XRP, and others).

Diagnostics

  • Verify the customer's account exists: Confirm the email address used to contact support matches a registered BitGo account. If not found, ask the customer to reach out from their registered email. Check if the account has completed KYC/onboarding.
  • For fiat wire deposits — check Memo ID: Determine whether the customer included the correct Memo ID in the wire transfer memo/reference field. The Memo ID is unique per client and required for automatic matching. Check with the fiat team whether any unmatched wires exist for the reported amount and date.
  • For fiat wire deposits — check Enterprise ID: If the customer is an institutional client, request their Enterprise ID to locate the correct account and sub-entity.
  • For fiat wire deposits — check deposit limits: Individual accounts have a deposit limit of $25,000 USD per day. Entity accounts have no deposit limit. If a customer reports a deposit being blocked or rejected, confirm their account type and whether the daily limit has been reached.
  • For outgoing wire transfers — check email confirmation flow: Outgoing wire transactions trigger a confirmation email that requires a reply. Verify with the customer whether they received and replied to this email.
  • For outgoing wire transfers — check settlement status: If the customer recently traded crypto to USD, verify whether the trade has settled. Unsettled trades will show a spendable balance of 0. Settlement occurs once daily beginning at 1p ET Monday through Friday.
  • For outgoing wire transfers — check bank account status: In the Banking tab, confirm the customer's bank account is in an approved state (not rejected). For ACH, verify the ACH method is approved and visible.
  • For crypto deposits not appearing: Use the bga search <txid> or bga t <txid> admin tool to check whether the transaction is on-chain, in the send queue, and whether wallet transfer records exist. Check the indexer status for the relevant chain.
  • For email notification issues: Check the BitGo status page at https://status.bitgo.com/ for any active incidents related to email notifications. Ask whether webhooks are configured and functioning.
  • For returned/rejected wires: Ask the customer to provide bank correspondence, IMAD numbers, or rejection reasons from their bank. Check with the fiat team for wire status and IMAD tracking numbers.
  • General fiat escalation: For any unresolved fiat (USD wire or ACH) issue — including unmatched deposits, stuck outgoing wires, or returned funds — escalate to or check with the fiat team before responding to the customer.

Resolution

Scenario: deposit-wire-funds-transfer#deposit-limits-by-account-type

Trigger: Customer reports a deposit is being blocked, or asks whether there is a limit on how much they can deposit per day.

Signals: deposit limit, daily limit, deposit blocked, how much can I deposit, individual account, entity account, deposit cap

Steps:

  1. Confirm the customer's account type (Individual or Entity) by looking up their enterprise in admin tools.
  2. Inform the customer of the applicable deposit limits:
    • Individual accounts: $25,000 USD deposit limit per day.
    • Entity accounts: No deposit limit.
  3. If an individual account customer needs to deposit more than $25,000 USD in a day, advise them that the limit cannot be exceeded for individual accounts. If they have ongoing high-volume deposit needs, direct them to the Sales team to discuss upgrading to an entity account: https://www.bitgo.com/connect-with-us
  4. If the deposit was blocked due to the daily limit being reached, advise the customer to retry the deposit on the following day.

Notes: The $25,000 USD/day deposit limit applies to individual account types only. Entity accounts do not have a deposit limit.

Scenario: deposit-wire-funds-transfer#missing-or-incorrect-memo-id

Trigger: Customer sent a fiat wire deposit to BitGo but funds are not reflected in their Go Account, typically because the Memo ID was missing, blurred, or embedded in other text.

Signals: wire deposit missing, funds not credited, memo ID, MemoID, unmatched wire, USD deposit not showing

Steps:

  1. Ask the customer to provide the wire transfer details: amount, date sent, sending bank name, and the Memo ID they should have used (found by clicking "Deposit" next to USD in their Go Account).
  2. If the customer did not include a Memo ID or it was garbled, escalate to the fiat team with the wire amount, date, sender name, and the correct Memo ID so the wire can be manually matched.
  3. Once the fiat team matches the wire, confirm with the customer that the funds are now reflected in their Go Account.
  4. Advise the customer that for future wire deposits, they must enter only the Memo ID in the memo/reference field of the wire — nothing else. The Memo ID is found at the bottom of the deposit instructions screen in the BitGo platform.

Notes: The Memo ID is unique per client and mandatory for the reference field. If the memo was "blurred into a string of text, so the system wasn't able to auto extract it," manual intervention by the fiat team is required. If the customer cannot include a Memo ID via their bank, instruct them to contact support@bitgo.com after sending the wire.

"We sorted it out... specifically, the issue was with 'the memo ID was blurred into a string of text, so the system wasnt able to auto extract it'." "BitGo currently supports Fiat Wire transfers and uses Memo IDs for deposits into your account. Go accounts are a type of omnibus wallet where funds are leger based. Fiat deposits are made in the same way, from the same screen as crypto deposits, however at deposits must include a unique reference code." "We matched this wire into your account and the funds should reflect in your Go account now."

Scenario: deposit-wire-funds-transfer#incoming-wire-auto-match-failure-institutional

Trigger: An institutional client notifies BitGo that incoming wires may lack the required memo values for automatic processing and asks support to manually monitor and match the deposits.

Signals: incoming wire monitoring, auto match failure, institutional deposit, enterprise ID, FDAM

Steps:

  1. Request the Enterprise ID from the customer if not already provided.
  2. Collect the expected wire details: entity name, Memo ID, and wire amount.
  3. Escalate to the fiat team to watch for the incoming wire and manually match it to the correct sub-entity.
  4. Confirm with the customer once funds are reflected in their account.

Notes: Some institutional clients send wires from banks that do not pass through the memo field correctly. This requires manual intervention from the fiat team each time.

Scenario: deposit-wire-funds-transfer#outgoing-wire-pending-email-confirmation

Trigger: Customer initiates an outgoing wire but it appears stuck or not yet sent. The outgoing wire process requires an email confirmation reply that may not have been completed.

Signals: outgoing wire not sent, wire pending, wire status, confirmation email, wire not processed

Steps:

  1. Ask the customer whether they received a confirmation email triggered by BitGo for the outgoing wire request.
  2. Confirm whether a wallet admin received and replied to the confirmation email.
  3. If the email was replied to but the wire still has not been sent, escalate to the fiat team with the BitGo Transaction ID and Pending Approval ID.
  4. Once the fiat team confirms processing, provide the customer with the IMAD tracking number if available.

Notes: Outgoing wire confirmation emails typically go to wallet admins. This is in addition to approval in the BitGo UI. The customer may need to check with their organization's wallet admin. Note: if the customer references a recent email about their withdrawal, this may be a follow-up email sent by BitGo Support to the user asking whether the withdrawal was completed — not a confirmation request requiring a reply to authorize the wire.

"For outgoing wire transactions, an email to your team is usually triggered requiring a reply back with confirmation of the wire request. Did your team receive and reply back to this?" "Our team reports this has been processed and it may take a bit of time to arrive at your bank. Imad - 20250114MMQFMP94001292"

Scenario: deposit-wire-funds-transfer#outgoing-wire-trade-not-settled

Trigger: Customer attempts to wire out USD but receives an error because the underlying trade has not yet settled, resulting in a spendable balance of zero.

Signals: wire out error, insufficient funds, spendable balance zero, trade pending settlement, settlement

Steps:

  1. Check whether the customer recently traded crypto to USD and whether the trade is pending settlement.
  2. Inform the customer that funds are not available for withdrawal until the trade has settled. The BitGo Prime team performs settlement once a day beginning at 1p ET Monday through Friday. Orders completed after that time settle the next business day.
  3. Advise the customer to retry the withdrawal after the settlement window.

"The USDC to USD transfer: These funds will be available for use once the Trade is settled. Once a Trade completes, it is pending settlement. Our Prime team performs settlement once a day beginning at 1p ET Monday through Friday. Any orders which complete after that time will be settled the next business day."

Scenario: deposit-wire-funds-transfer#outgoing-wire-rejected-or-returned

Trigger: An outgoing wire was sent by BitGo but rejected or returned by the intermediary or receiving bank, and the customer has not received the funds.

Signals: wire returned, wire rejected, funds not received, intermediary bank, bank rejection, refund, returned wire

Steps:

  1. Confirm with the fiat team that the wire was sent successfully from BitGo's side. Request the IMAD tracking number.
  2. Provide the IMAD number to the customer so they can trace the wire with their bank.
  3. If the wire was returned, check with the fiat team whether the funds have been credited back to the customer's BitGo account. Returned funds typically appear the next business morning.
  4. Advise the customer to contact their bank to determine why the wire was rejected and what information is needed to successfully receive a wire.
  5. Recommend the customer either add a different bank account or consider using ACH (which may be faster and more cost-effective) or converting to cryptocurrency for withdrawal.

Notes: BitGo cannot always determine the reason for a wire return, as intermediary banks may reject wires without providing specific reasons. Wire fees deducted by intermediary or receiving banks are outside BitGo's control. For international wires, the customer's bank may require specific intermediary bank information. BitGo has historically switched sending banks to reduce intermediary fee issues.

"Our bank dug into it and it was the intermediary bank that was withdrawing the fee. The bank that we have our accounts with is not the actual wire sender so they do not have much control over wire settings." "Unfortunately, we haven't received specific reasons for the returned withdrawals. To resolve this, we recommend contacting your bank directly. Please ask them what information or requirements are needed to successfully receive a wire transfer to your account. Alternatively, you can add a different bank account to your profile." "The transaction has been reversed and the funds are now back in your BitGo account. We recommend reviewing the transaction details with your bank to understand the reason for the reversal."

Scenario: deposit-wire-funds-transfer#bank-account-not-approved-or-ach-rejected

Trigger: Customer's bank account or ACH method is in a rejected or unapproved state, preventing them from withdrawing via wire or ACH.

Signals: unable to withdraw, bank not approved, ACH rejected, bank account rejected, unable to apple need valid credit account, wire transfer error

Steps:

  1. Instruct the customer to navigate to Settings > Banking in the BitGo UI.
  2. Check if their bank account or ACH method shows a rejected state.
  3. If rejected, instruct the customer to delete the existing rejected bank entry and add the bank account again with correct details.
  4. Once the new bank account is approved, the customer can retry the withdrawal.
  5. If adding a bank for the first time: navigate to Settings > Banking > click + Add Bank Account.

Notes: The error "Unable to apple, need valid credit account" indicates the bank details on file are invalid. ACH methods must be approved before they appear as withdrawal options.

"We tried processing the wire request but it seems that when we processed the transaction, we received this error: 'Unable to apple, need valid credit account' - which means you will need to add a new bank account as this one did not work and then initiate a new transaction." "Please go to the 'Banking' tab, delete the existing ACH method (which is in the rejected state), and add the new ACH bank details. Once completed, you will be able to withdraw successfully using the ACH method."

Scenario: deposit-wire-funds-transfer#crypto-deposit-not-credited-indexer-issue

Trigger: A cryptocurrency deposit is confirmed on the blockchain but not appearing in the customer's BitGo wallet, often due to an indexer backlog or missed broadcast.

Signals: missing deposit, crypto deposit not credited, LTC deposit missing, BTC deposit missing, indexer, rebroadcast, reindex, transfer not showing

Steps:

  1. Obtain the transaction hash (txid) and wallet ID from the customer.
  2. Use the bga search <txid> or bga t <txid> admin tool to check whether the transaction exists on-chain and whether wallet transfer records have been created.
  3. If the transaction is on-chain but has no wallet transfer records, run bga indexer rebroadcast <txid> to reindex the transaction.
  4. Verify after rebroadcast that the wallet transfer records now show as confirmed.
  5. Inform the customer that the deposit should now be reflected. If the issue recurs, notify engineering — it may indicate an indexer backlog on the relevant chain.

Notes: This has been observed with LTC and BTC. Indexer delays can cause deposits to appear only after many confirmations (e.g., 223 confirmations instead of the usual threshold). Engineering should be notified for recurring indexer issues.

"We are notifying our Engineering team on this issue, we suspect might be due to our LTC indexer is experiencing some slow/backlog process." "We have reindexed this transaction and it should now be confirmed. Please let us know if you do not see the same at your end."

Scenario: deposit-wire-funds-transfer#on-chain-tx-failed-balance-issue

Trigger: On-chain transactions fail during sending due to an internal consolidation balance issue, causing funds to appear stuck in the wallet.

Signals: transaction failed on chain, consolidation balance issue, wrong balance, failed withdrawal, unable to move funds

Steps:

  1. Obtain the wallet ID and any failed transaction IDs from the customer.
  2. Escalate to the Engineering team, noting that transactions failed on-chain due to a consolidation balance issue.
  3. Once Engineering confirms the fix, ask the customer to retry the transaction.
  4. Confirm with the customer that the transaction succeeds.

Notes: Root cause in observed cases was "2 txs failed onchain because of wrong balance" related to consolidation. This requires engineering intervention.

"Please accept our apologies for the delay, our engineering team fixed the issue. Can we trouble you to try again now? the transactions should not fail on chain."

Scenario: deposit-wire-funds-transfer#email-notifications-disabled

Trigger: Customer reports not receiving email notifications for deposits or transactions. BitGo may have temporarily disabled email notifications due to a platform incident.

Signals: no email notification, deposit confirmation missing, email notifications disabled, notification outage

Steps:

  1. Check the BitGo status page at https://status.bitgo.com/ for any active or recent incidents related to email notifications (e.g., https://status.bitgo.com/incidents/9mftr0t3dz8l).
  2. Confirm with the customer that the deposit or transaction itself was successful — only the notification was missed.
  3. If webhooks are configured on the customer's wallet, verify whether webhook notifications were delivered (webhooks may not be affected by the same incident).
  4. Advise the customer to subscribe to the status page for real-time alerts on platform issues.
  5. If the customer asks about backfill of missed notifications, check with the engineering team for an update.

"We experienced an issue with our email notifications requiring us to disable these. I am unsure if these will be backfilled and am inquiring with engineering team on expected behavior. If you have webhooks setup on your wallet, this issue should not have affected those."

Scenario: deposit-wire-funds-transfer#ach-payment-system-outage

Trigger: Customer's ACH withdrawal shows status "transfer removed" due to a temporary system issue affecting ACH payments.

Signals: ACH transfer removed, transfer removed, ACH rejected, ACH outage

Steps:

  1. Check with the engineering/operations team whether there was a known ACH payment system issue on the date in question.
  2. If confirmed, inform the customer that a temporary issue caused ACH transactions to be rejected and moved to a "removed" state, and that the issue has been resolved.
  3. Advise the customer to resubmit their ACH transaction.

"We experienced an issue with ACH payments for one day, which caused many transactions to be rejected and moved to the removed state which includes the transaction you shared. This issue has now been resolved."

Scenario: deposit-wire-funds-transfer#xrp-wrong-destination-tag

Trigger: Customer reports an XRP deposit with an incorrect destination tag, concerned funds will not be credited.

Signals: XRP, destination tag, wrong tag, incorrect tag, deposit not credited

Steps:

  1. Obtain the transaction hash and wallet ID.
  2. Use admin tools to verify the deposit was received at the correct XRP wallet address.
  3. Explain to the customer that the destination tag for XRP is used for internal tracking/routing purposes. The transfer is processed based on the address portion, not the destination tag. The deposit should already be credited to the wallet.
  4. Confirm the deposit is showing as confirmed in the wallet.

Notes: The destination tag (?dt=) is only used to track which account/user is assigned to which tag. An incorrect tag does not prevent the deposit from reaching the wallet.

"The destination tag for a XRP transfer is only use to track which account/user is assigned to which destination tag. The transfer is processed only based on the address portion."

Scenario: deposit-wire-funds-transfer#wallet-passphrase-error-on-withdrawal

Trigger: Customer receives "unable to decrypt keychain with the given wallet passphrase" error when attempting to withdraw from a wallet.

Signals: unable to decrypt keychain, wallet passphrase, password error, wrong password, withdrawal error

Steps:

  1. Clarify the passphrase rules: When performing a withdrawal and being prompted for the passphrase, only the creator of the wallet uses the wallet passphrase they set for the wallet. Any other user on the wallet must use their BitGo platform login password instead.
  2. Confirm whether the user experiencing the error is the wallet creator or another authorized user.
  3. If the user is not the wallet creator, instruct them to enter their BitGo login password rather than the wallet passphrase.
  4. If the error persists, ask the customer to share the specific error and whether they are using the UI or API.

Notes: Two users on the same wallet will never use the same password for withdrawal signing. This is a common source of confusion.

"This error indicates you are using the wrong password. When performing a withdrawal from a wallet and being prompted for the passphrase, only the creator of the wallet will need to use the wallet passphrase they set for the wallet. Any other user will use their Bitgo platform password."

Scenario: deposit-wire-funds-transfer#ui-display-incorrect-bank

Trigger: The BitGo UI displays incorrect bank information (e.g., showing an old bank name instead of the current sending bank), causing confusion or wire rejections by the receiving institution.

Signals: UI incorrect bank, wrong bank name, display issue, bank name mismatch

Steps:

  1. Acknowledge the UI display issue with the customer.
  2. If the customer's counterparty is rejecting the wire because the displayed bank name does not match BitGo's actual sending bank, provide a screenshot or confirmation showing the actual sending details from BitGo's side.
  3. Escalate the UI display bug to the engineering team for a fix.
  4. If a wire was rejected due to the display issue, work with the fiat team to track the returned funds and re-credit the customer's account.

"Quick follow up on the UI display issue showing the incorrect bank. The fix will be applied by Tuesday."

Scenario: deposit-wire-funds-transfer#scam-or-unrelated-request

Trigger: Inbound email is clearly a scam (advance-fee fraud), phishing attempt, or request unrelated to an existing BitGo account (e.g., no account found for the sender).

Signals: scam, fraud, inheritance, unrelated email, no account found, not registered

Steps:

  1. If the email is an obvious scam/phishing attempt (e.g., advance-fee fraud), do not engage. Close the ticket without providing any account or financial information.
  2. If the sender does not have a BitGo account, respond with the standard message: confirm no account is found under their email, ask if they have an account under a different email, and direct them to the official login at https://app.bitgo.com/web/auth/login.
  3. Remind the customer that BitGo provides support exclusively via email at support@bitgo.com. BitGo does not have a phone support line, online chat support, or a mobile app.

Scenario: deposit-wire-funds-transfer#how-to-add-bank-and-send-wire

Trigger: Customer asks for instructions on how to add a bank account and initiate a fiat wire withdrawal from BitGo.

Signals: how to add bank, how to wire, withdraw fiat, wire instructions, bank account setup

Steps:

  1. Adding a bank: Log in to the BitGo UI, choose Settings from the left-hand side, then choose Banking. Click + Add Bank Account to add a bank.
  2. Sending a wire: Log in to the BitGo UI, choose your Trading Wallet (or Go Account), click the Withdraw button next to US Dollar, then choose your bank from the destination address.
  3. Ensure the Memo ID is included when depositing fiat into BitGo. The Memo ID is found by clicking Deposit next to USD.

"Adding a Bank: You will need to login to the UI, choose Settings from the lefthand side of the screen, and then choose Banking. Choose the '+ Add Bank Account' to add a bank." "Sending a Wire: You will need to login to the UI, choose your Trading Wallet, choose the 'Withdraw' button next to US Dollar, then choose your Bank from the destination address."

Scenario: deposit-wire-funds-transfer#consolidation-too-many-addresses

Trigger: Customer cannot consolidate funds via the UI because the wallet has too many addresses (e.g., 500+ addresses for TRX, SOL, or ALGO).

Signals: consolidation, too many addresses, consolidate timeout, 504, TRX, SOL, ALGO, cannot consolidate

Steps:

  1. Explain that wallets with a large number of addresses (e.g., 500+) cannot be consolidated via the UI due to limitations.
  2. Direct the customer to use the Consolidate Account API endpoint: https://developers.bitgo.com/api/v2.wallet.consolidateaccount.build
  3. Recommend updating to the latest version of BitGo Express or BitGo SDK:
  4. For ALGO, consolidation is only possible via API (no UI option available).

"For TRX, your wallet has 662 addresses, at the moment it's not possible to consolidate that many addresses via the UI since you cannot select which addresses to consolidate via UI, thus it's more efficient to be done via API."

Scenario: deposit-wire-funds-transfer#ftx-distribution-funds-not-received

Trigger: Customer completed the FTX distribution/claim process but has not received funds in their BitGo account.

Signals: FTX, distribution, claim, funds not received, FTX creditor, ftxcreditors

Steps:

  1. Verify the customer's account is set up and KYC is approved.
  2. Refer the customer to the FTX FAQ document at https://www.bitgo.com/ftx-faq, particularly the section titled "What are the cut-off dates for the Initial Distribution and who is included?"
  3. Explain that specific distribution dates determine when claims are processed. As long as all documents have been submitted and account sign-up is complete, their claim will be included in a subsequent distribution.
  4. For FTX-related inquiries, customers can also email ftxcreditors@bitgo.com.

"Regarding your distribution, there are specific dates outlined in the [FTX FAQ document], particularly in the section titled 'What are the cut-off dates for the Initial Distribution and who is included?'. These dates will determine whether your claim will be processed during the upcoming initial distribution event."

Scenario: deposit-wire-funds-transfer#western-alliance-bank-migration

Trigger: Customer asks about updated wire transfer instructions or reports that their wire was rejected because they used old banking details (Customers Bank instead of Western Alliance Bank).

Signals: Western Alliance Bank, Customers Bank, wire instructions changed, new banking partner, wire rejected, old bank details, February 2026, mid-March 2026

Steps:

  1. Explain that BitGo Bank & Trust, N.A. announced on February 17, 2026 that USD wire transfer instructions would be updated to use Western Alliance Bank for all inbound and outbound wire transfers.
  2. The banking partner change became effective for all clients in mid-March 2026. All new wire deposits from mid-March 2026 onward must use the Western Alliance Bank instructions.
  3. Direct the customer to view the updated wire instructions in the BitGo platform under the Deposit screen next to USD.
  4. If the customer sent a wire using the old Customers Bank details after mid-March 2026, the wire may be rejected or returned by the receiving bank. Advise them to contact their sending bank for return status and re-send using the updated instructions.
  5. If the customer has standing wire instructions configured at their bank using the old Customers Bank details, they must update those to the Western Alliance Bank details.
  6. If the wire status is unclear or funds have not been returned, check with the fiat team for the latest status.

Notes: BitGo Bank & Trust continues to maintain its relationship with Customers Bank for historical transactions. Wires sent to Customers Bank before mid-March 2026 were processed normally. This is an informational update; most customers only need to act if they plan to send new deposits or have standing instructions configured.

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