Frequently Asked Questions
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Getting Started
How do I create an account?
Click 'Create Account' on the homepage, select your account type (Individual, Business, Institutional, Paymaster, or Affiliate), fill in your details, and verify your email. You'll then need to complete identity verification (KYC) to access all features.
What documents do I need for verification?
For Individual accounts: government-issued ID (passport, national ID, or driver's license) and proof of address (utility bill or bank statement from the last 3 months). Business accounts also require company registration documents and proof of business address.
How long does verification take?
Most verifications are completed within 24-48 hours. Complex cases or additional document requests may take longer. You'll receive email updates on your verification status.
Which account type should I choose?
Individual: Personal banking needs. Business: Companies and organizations. Institutional: Banks and financial institutions needing white-label solutions. Paymaster: Liquidity providers. Affiliate: Partners earning referral commissions.
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Accounts & Balances
What currencies are supported?
We support major fiat currencies including EUR, USD, GBP, CHF, and more. We also support popular cryptocurrencies including BTC, ETH, USDT, USDC, and others. Check your dashboard for the full list.
How do I add funds to my account?
Go to your Dashboard > Accounts > Deposit. Choose your preferred method: bank transfer (SEPA/SWIFT), card payment, or cryptocurrency. Follow the instructions provided for each method.
What are the deposit limits?
Limits depend on your verification level and account type. Basic verified accounts have lower limits, while fully verified accounts enjoy higher limits. Check your account settings for your specific limits.
How do I withdraw funds?
Go to Dashboard > Accounts > Withdraw. Select the currency and destination (bank account or crypto wallet). Enter the amount and confirm. Withdrawals are typically processed within 1-3 business days.
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Payments & Transfers
How do I send money to someone?
Navigate to Payments > Send Money. Enter the recipient's details (email, phone, or account number), select the currency and amount, review the fees, and confirm the transfer.
What are the transfer fees?
Fees vary by transfer type and destination. Internal transfers between INFRA CORE accounts are free. SEPA transfers have minimal fees. International SWIFT transfers have standard banking fees. Check our fee schedule for details.
How long do transfers take?
Internal transfers: Instant. SEPA transfers: 1-2 business days. SWIFT transfers: 2-5 business days. Crypto transfers: Depends on network congestion (usually minutes to hours).
Can I schedule recurring payments?
Yes! Go to Payments > Scheduled Payments to set up recurring transfers. You can choose daily, weekly, monthly, or custom frequencies.
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Cryptocurrency
How do I buy cryptocurrency?
Go to Crypto > Buy. Select the cryptocurrency you want to purchase, enter the amount in fiat or crypto, review the exchange rate and fees, and confirm your purchase.
How do I send crypto to an external wallet?
Go to Crypto > Send. Select the cryptocurrency, enter the destination wallet address (double-check!), enter the amount, and confirm. Blockchain transactions are irreversible.
What cryptocurrencies are supported?
We support major cryptocurrencies including Bitcoin (BTC), Ethereum (ETH), Tether (USDT), USD Coin (USDC), and more. Check the Crypto section for the complete list.
Are my crypto assets insured?
We implement industry-leading security measures including cold storage and multi-signature wallets. However, cryptocurrency investments carry inherent risks. Please review our Terms of Service for details.
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Savings Vaults
What are Savings Vaults?
Vaults are high-yield savings products that allow you to earn interest on your deposits. Different vaults offer different terms, currencies, and interest rates.
How do I create a vault?
Go to Vaults > Create New Vault. Choose the currency, select a vault type (flexible or fixed-term), enter the deposit amount, and confirm. Your earnings will be calculated and displayed.
Can I withdraw from a vault early?
Flexible vaults allow withdrawals anytime. Fixed-term vaults may have early withdrawal penalties. Check the specific vault terms before depositing.
How is interest calculated and paid?
Interest is calculated daily and typically paid monthly or at vault maturity, depending on the vault type. You can see your accrued interest in the vault details.
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Security
How do I enable two-factor authentication (2FA)?
Go to Settings > Security > Two-Factor Authentication. Download an authenticator app (Google Authenticator, Authy), scan the QR code, and enter the verification code to enable 2FA.
What should I do if I suspect unauthorized access?
Immediately change your password, enable 2FA if not already active, review recent account activity, and contact our support team at security@infracoreplatform.com.
How is my data protected?
We use bank-grade encryption (AES-256), secure data centers, regular security audits, and comply with GDPR and other privacy regulations. See our Privacy Policy for details.
What is a Security PIN?
The Security PIN is an additional layer of protection for sensitive operations like withdrawals and profile changes. Set it up in Settings > Security > Security PIN.
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Business Accounts
How do I add team members?
Go to Business > Team Management > Invite Member. Enter their email and assign a role (Admin, Manager, Viewer). They'll receive an invitation to join your business account.
What are the different team roles?
Admin: Full access to all features. Manager: Can manage transactions and view reports but cannot change settings. Viewer: Read-only access to dashboards and reports.
How do bank guarantees work?
Bank guarantees are available for verified business accounts. Go to Guarantees > Request Guarantee, fill in the details, and our team will review your application. Collateral requirements apply.
Can I access the API?
Yes! Business and Institutional accounts have API access. Go to Settings > API to generate API keys and access documentation.
Contact Support
Can't find what you're looking for? Our support team is here to help. Choose the most appropriate contact method below.
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Email Support
For general inquiries and support requests
support@infracoreplatform.comResponse time: Within 24 hours
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Security Issues
Report security concerns or suspicious activity
security@infracoreplatform.comResponse time: Priority response
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Compliance & Legal
For regulatory and legal matters
legal@infracoreplatform.comResponse time: Within 48 hours
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Business Partnerships
For partnership and integration inquiries
partnerships@infracoreplatform.comResponse time: Within 3 business days
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Emergency: Account Compromised?
If you believe your account has been compromised or you notice unauthorized transactions:
- Immediately change your password
- Enable 2FA if not already active
- Contact security@infracoreplatform.com immediately
- Do not click any suspicious links
Security Hotline: security@infracoreplatform.com