The Service Team — your primary contact after funding
Once your account is funded, the Service Team becomes your day-to-day point of contact at Retired.com. This article explains what the Service Team handles, when to reach out, and how requests move through the team.
Steps / Explanation
The Service Team is Retired.com's primary client support team after an account is funded. The Service Team handles ongoing account management questions, transaction requests, documentation requirements, and general client support. For most post-funding needs, clients should contact the Service Team as their first point of contact.
Account Representative vs. Service Team — when the handoff happens
Two client-facing roles cover your account through its life:
Account Representative. A Retired.com team member assigned to you during onboarding. The Account Representative helps you understand the platform, choose the right account type, and complete the application process.
Service Team. Takes over after the account is funded. The Service Team handles ongoing requests, transactions, and documentation.
The handoff happens when your first funding event lands in the account — a contribution, a transfer from another custodian, or a rollover from an employer plan. Your Account Representative can help with [open account onboarding questions]. Contact them directly or reach out to the Service Team if you can't reach your Account Representative.
After funding, you can still reach out to your Account Representative — they don't disappear — but most of your interactions will be with the Service Team going forward.
What the Service Team handles
Common request categories:
Transactions. Initiating contributions, transfers, rollovers, investment fundings, distributions, and Roth conversions. You direct the transaction; the Service Team routes it through the Operations Team for processing.
Documentation. Submitting paperwork for an alternative-asset investment, providing Fair Market Valuations (FMVs) for non-publicly-traded assets, updating account documents, requesting copies of statements or Form 1099-R / Form 5498 filings.
Account changes. Updating personal information, adding or changing beneficiaries, granting third-party access (for example, to a Registered Investment Advisor or under a Power of Attorney), changing your bank account on file.
Information requests. Account balance, transaction history, available cash, pending transactions, fee questions.
Routing questions. "Who handles this?" Even when the Service Team isn't the team that ultimately processes a request, they're the right starting point — they will route you to the right path.
What the Service Team does not handle
Two things to keep clear:
Investment advice. Retired.com is the platform; Digital Trust is the custodian for your account. The Service Team does not advise you on what to invest in, evaluate investment opportunities, or assess whether an investment is appropriate for your situation. We recommend consulting a tax advisor or attorney for guidance specific to your situation. See "How Retired.com works — the platform and custodian model explained" for the full custodian model.
Tax, legal, or financial planning. Questions about your tax situation, deductibility of a contribution, the right Roth conversion timing, or how a particular investment will be taxed are advisory questions. The Service Team can describe how the mechanics work; they cannot advise on what you should do.
How to reach the Service Team
Reach out to the Service Team via the contact methods listed in your account portal — typically phone, email, and secure message through the platform. The contact details for your specific account are accessible after login. If you've lost access or are unsure how to reach the team, your Account Representative can re-introduce you.
What happens after you submit a request
The standard flow:
You submit a request to the Service Team — by phone, email, or platform message.
The Service Team reviews the request for completeness — confirming the right paperwork is in order, the right account is named, and any required signatures are present.
If the request requires processing through the Operations Team — for example, a distribution, an investment funding, or a rollover — the Service Team routes it internally. The Operations Team handles the actual processing through Retired.com's systems and the receiving counterparty.
The Service Team confirms completion and follows up with you with any documentation or confirmation you need.
You do not contact the Operations Team directly. All client-facing paths go through the Account Representative or the Service Team — this keeps the internal processing team focused on the work and gives you a single, consistent point of contact.
Typical timelines
Timelines vary by request type:
Information and routing questions — typically same business day or next.
Account changes (personal info, beneficiaries, bank account) — typically 1–3 business days, depending on documentation.
Cash distributions and contributions — typically a few business days after a complete request is received.
Transfers and rollovers — typically 1–4 weeks, mostly driven by the sending custodian or plan.
In-kind transfers of alternative assets — can take several weeks, depending on title transfers, third-party signatures, and the sending custodian's manual processing.
Contact the Service Team for the current expected timeline on any specific request.
Common questions
Can I still talk to my Account Representative after my account is funded?
Yes. Your Account Representative remains available for questions about the platform, additional account types, or new funding events. The Service Team simply becomes your default contact for ongoing day-to-day needs.
What if my Account Representative is unavailable and I have an account-opening question?
Contact the Service Team. They can either assist directly or connect you with someone who can.
Can the Service Team make investment decisions for me?
No. Digital Trust is the custodian for your Self-Directed IRA; Retired.com is the platform where the account holder directs all investment decisions. The Service Team handles transactions you direct; they do not initiate or advise on investments.
Do I need to contact the Service Team to make every transaction?
For most transactions involving alternative assets or paperwork, yes. For standard account flows that the Retired.com platform supports directly (for example, certain crypto trades or Bundle purchases), you may be able to act in the platform without a service interaction. Contact the Service Team if you're unsure which path applies.
Need more support? Contact our Service team
Select "Start a Conversation" from the Chat menu or call us at 1-800-RETIRED
Retired.com is a platform that connects clients with its affiliated entities, including Digital Trust, BitcoinIRA, WAO Advisory, Rocket Dollar Capital, and Rocket Dollar Advisor. Digital Trust is an independent, directed, non-discretionary trust company that is registered and regulated in the state of Nevada. While Retired.com facilitates connections to these services, it is not itself a custodian, digital wallet, exchange, broker-dealer, registered investment advisor, or a company involved in trading publicly traded assets. All information provided is for educational purposes only and should not be taken as investment, legal, or tax advice. We encourage you to consult with a qualified advisor or professional to determine the most suitable options for your individual needs.