If you have any questions, our Trust Support team is here to help! Our team is available Monday through Friday between the hours of 6 a.m. and 5 p.m. PT (9 a.m. - 8 p.m. ET).
Below is information on each of the support channels that we offer for trust administrators, and some recommendations to ensure we can help resolve your question efficiently and effectively.
Trust Email Support
Our team can be reached via email by sending us an email to trustsupport@truelinkfinancial.com.
We generally respond to emails the same day they are received and recommend utilizing email for questions that can be resolved in a few hours.
You can reach out to our team with questions related to trusts you manage, the True Link platform, or anything not listed below and our team will be able to support you. Below are some examples of common questions and requests we recommend asking via email:
- Disbursements
- General Disbursements questions.
- Help with processing Disbursements from a beneficiary's account.
- Requesting tracking information for expedited checks.
- Requesting a Fed Reference Number for a wire.
- Issuing stop payments on uncleared checks.
- Trust Account Liquidity
- Raising cash for standalone accounts.
- Ensuring there is sufficient liquidity to process a large disbursement from a pooled sub-account.
- Deposits
- General Deposits information such as reviewing a Pending deposit or requesting a timeline on when a deposit will be allocated.
- True Link Visa Cards
- Submitting identity verification documents to activate a True Link Visa Card.
- Requesting replacement card orders.
- Returning funds from a True Link Visa Card back to the trust account.
- Questions about True Link Visa Card transactions.
- Questions about the True Link Visa Card Spending Monitor settings.
- User Requests
- Requesting an additional user be added to your account.
- Requesting an additional user be removed from your account.
- Requesting a permissions update to a user on your account.
Trust Phone Support
Our team can be reached by phone at 1-855-435-5140.
While we do not have a live phone line, a voicemail can be left for our team which we review quickly during business hours for customer call back requests. You may also email our team to request a call back and we’ll be happy to speak with you over the phone.
Below are some examples of common questions and requests we recommend asking via phone support:
- Questions about technical support.
- Reporting unauthorized transactions.
- Highly urgent requests:
- We recommend also emailing our Trust Support team and include "Urgent" in the subject line for more immediate assistance.