Editing Locked Policies / Unlocking Policies

Editing Locked Policies / Unlocking Policies

Once a policy is locked, it must be unlocked before changes can be made. This can be done in two ways:

Method A
A user can email support@bitgo.com referencing the specific policy ID/s they wish to unlock and schedule a video ID call to verify the request. Once verification is complete, the support team will unlock the policy for the requested number of hours. This will allow a user with the appropriate permissions to make the needed changes or archive the policy.

Method B

Step 1: Go to Security → Policies

Navigate to Security → Policies in the BitGo sidebar. All policies are locked by default to prevent unauthorized changes.

Step 2: Open the policy you want to change

Click into the specific policy (here, "BitGo Video ID") to open its Policy Detail panel. Note the Unlock button under "Unlock Policy."

Step 3: Set the unlock period

Click Unlock. In the modal, set the Policy Unlock Period in hours (max 48 hours).

Step 4: Confirm its pending approval

You'll see a confirmation toast — the policy status changes to Pending Approval.

Step 5: Check Tasks → Other Tasks

Go to Tasks → Other Tasks to find the pending unlock request and view its details.

Step 6: Schedule the Video ID call

Since this policy requires video verification, click Schedule to open the Calendly-based scheduler. Choose an available slot for the 15-minute video ID call. Bring a government-issued photo ID

Step 7: (Optional) Rescind the request

If you change your mind before the call, you can return to the task and click Request to Rescind with a reason instead.

Note: This lock/unlock + video verification flow is intentional friction to prevent unauthorized changes to high-value withdrawal policies.