We strive to assist new and existing clients as quickly as possible. Unfortunately, due to a combination of unprecedented demand and COVID-19, hiring talented employees quickly enough is difficult. Due to this, we have built our expedited self service option which is designed to quickly answer the most common questions!

If the following resources do not answer your questions, please use the Message Us or Schedule Call function at the bottom of the page. Please be aware, replies to new messages currently take between 2-5 business days.

Most questions are answered below. If after reviewing you still need to schedule a call or send us a message,

In-Process Clients

Cash Contribution Questions

  • Why does it say pending funds on my dashboard?
      • We are waiting for funds from your cash contribution to arrive.
  • How do I make a contribution to my IRA? 
      • Once your iTrustCapital account is made, our processing team will email you funding instructions.  You have the option of sending a bank wire or a check.
  • I need to make a Backdoor Roth Contribution, how do I proceed?
      • Use the Add Funds feature on your dashboard to make a cash contribution request. Then email processing@itrustcapital.com with a backdoor request. iTrust will send necessary documents via DocuSign.
  • Have you received my funds? 
      • We will email you once they are received. You do not need to contact us.
      • Wires may take 1-2 business days to arrive. Checks are held for 3 business days.
  • When can I make my 2021 contribution? Can I still make my 2020 contribution?
      • You can already start making your 2021 contributions. You can make your 2020 contribution until April 2021.
  • I need to edit my docusign, how can I do that?

 

Transfer (IRA Transfer) Questions

  • Why does it say pending funds on my dashboard?
      • We are waiting for funds from your transfer to arrive.
  • How long will it take to process my transfer?
      • The transfer process from start to finish takes approximately 1-2 weeks. 
  • My transfer is still pending and I submitted transfer documents. 
      • Contact your current custodian for an update on the transfer 3 business days after submitting the documents to iTrust.
  • Where are my funds?
      • Have you printed, signed and returned the transfer form to us?
        • If yes, please call your custodian 3 business days after we confirmed it has been processed. We will email you once we receive the funds. You do not need to contact us.
        • If no, be sure to review the Funding Instructions we sent you by email. You are required to physically print, sign and return the transfer form back to us so we can initiate the transfer. 
  • Have you received my funds? 
      • We will email you once they are received. You do not need to contact us.
      • Wires may take 1-2 business days to arrive. Checks are held for 3 business days. 
  • I need to edit my docusign, how can I do that?

Rollover (401k, TSP, 403b, 457, pension) Questions

  • Why does it say pending funds on my dashboard?
      • We are waiting for funds from your rollover to arrive.
  • Have you received my funds?
    • Have you initiated the rollover with your previous custodian?
      1. If yes, your funds should be on the way. Once we receive your rollover check, we will email you with the released date. Once the release date arrives, we will email you again letting you know your funds have been released and you are ready to trade.
      2. If no, be sure to review the Funding Instructions we sent you by email. You are required to call your custodian and initiate the rollover.
  • I need to edit my docusign, how can I do that?

 

Existing Client / General Questions

  • How do I change my beneficiaries?
  • How do I take a distribution, withdraw or transfer out?
      • Distributions and withdrawals are likely taxable events, we suggest consulting with your tax planner prior to requesting one. Once ready, send an email to processing@itrustcapital.com with a distribution request. A DocuSign form will be sent within 2-5 business days with details.
  • How do I add more funds to my account?
      • To add additional funds to your account, login to your iTrust account, go to the USD section, and click the Add Funds button.  Select the type of funding and amount.  We will email you the appropriate funding instructions.  
  • How can I update my address?
  • Are my assets insured?
      • Yes, you can learn more here. Insurance in Your Cryptocurrency. Client funds in USD are FDIC insured.  Gold and Silver is guaranteed by the Canadian government.
  • Why was I charged before my account funded?
      • Billing begins the day the DocuSign application is signed. If you have a referral code, the account will be billed the following month.
  • How to convert my current iTrust Traditional or SEP IRA to a Roth IRA?
      • A conversion to a Roth IRA incurs a taxable event and a $75 processing fee. To proceed, send a conversion request to processing@itrustcapital.com with a statement acknowledging the taxable event and fee. A DocuSign to complete will be emailed to you within 2-3 business days.
  • I signed a Roth Conversion form but don’t see it updated on my account.
      • A Roth conversion takes effect when the Conversion form is signed. It may take your online dashboard 3-4 business days to reflect the new account type.
  • Any questions related to Staking, Lending or New Coins?
      • We do not have any additional information or timelines to share. We will never release information privately to clients, but always via public channels such as Social Media, Blogs and Website.
  • Any questions related to XRP?
  • Any questions related to Spark Token / Flare Network?
      • We are waiting for the Flare network to go live later this year. We will make announcements then regarding client balances and what next steps will be. We have no additional information at this time.

 

Didn’t find the answer to your question?