We do not regard you as a fool, but we do not know how else to explain the issue to you, and why we are unable to assist you. You created a cold wallet using the private key from your hot wallet as the key for the cold wallet. As this is the case, in order to send a transaction from the cold wallet, you would need to use the backup key on the keycard to sign the transaction and then upload it to BitGo. As we have explained to you, even with an decrypted backup key, you will have to purchase and use the offline wallet tool to sign the transaction and this must be purchased by contacting
Sales@BitGo.com.
That being said, we recommended that you investigate the use of the Electrum service to attempt to upload the key, sign the transaction and redownload it. As this is a third party tool, we cannot guarantee that the logic they employ to sign the transaction is compatible with BitGo services. We also cannot direct you on the use of this service, as we do not have these instructions and are unfamiliar with their services. You must contact Electrum directly to inquire about the process of uploading your backup private key and then signing the transaction, as well as confirming whether or not they are compatible with BitGo.
All of this aside, there is nothing else we will be able to assist you with as we do not keep a copy of the keycard that you used nor the passwords, passphrases, or any other credentials for your account and thus cannot create transactions on your wallet for you. This is a standard security measure and is in place to ensure that fraudulent transactions cannot originate from BitGo itself.
I sincerely hope that this gives you a clear understanding of the situation you are in and why we are unable to assist you. If you still need help, we recommend contacting Electrum about the use of their services in conjunction with ours, or that you contact our sales department to purchase the offline wallet tool. Thanks again for writing to us and requesting clarification, as we want to ensure that you have all the knowledge going forward to address the problem and to avoid similar issues in the future.
Best Regards,
Justin S
BitGo Customer Support Team
