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We know you have a lot of questions right now. To help address your concerns, we’ve compiled answers to frequently asked questions below.

Frequently Asked Questions

Account Recovery

I’ve tried resetting my password at app.altoira.com/password/reset but was shown an error message and therefore not able to request the password reset email. How can I reset my password?

Please try this again in an incognito or private browsing session. The link to use is http://app.altoira.com/password/reset

How will I get notified when I can log back in?
We have recently sent out communication to our clients regarding resetting their password. If you did not receive this email, or have not yet reset your password, please visit app.altoira.com/password/reset to reset your password. Once you’ve reset your password, the access to your account will be restored.
When will I be able to log back into my Alto account?
We have recently sent out communication to our clients regarding resetting their password. If you did not receive this email, or have not yet reset your password, please visit app.altoira.com/password/reset to reset your password. Once you’ve reset your password, the access to your account will be restored.
How will I know it’s safe to log back in and that it’s really Alto prompting me to reset my password?
In our password reset email, there will be a few identifying pieces that will indicate it’s us emailing you—including a video from Alto’s CEO, Eric Satz. We will also be posting on our social media accounts when the password resets begin and the email has been sent out. Check out our Twitter, LinkedIn, or Facebook accounts for the latest updates.
How do I reset my password? Can you do it for me?

Your account can not be accessed using your last most recent password as we have temporarily locked down access to all Alto accounts, and we will require all passwords to be reset. Each account holder will be required to reset their password before accessing any account details or functionality. We have recently sent out communication to our clients regarding resetting their password. If you did not receive this email, or have not yet reset your password, please visit app.altoira.com/password/reset to reset your password. Once you’ve reset your password, the access to your account will be restored.

Do I need to reset the password for all of my accounts if I have multiple accounts at Alto?
Yes. You will need to change your password for all Alto accounts. We also recommend that if you use your Alto password elsewhere, you change those passwords as soon as possible.

General

How do I know if my account was compromised?

If you attempted to log in on Tuesday, July 6 or later then your user ID and Alto password may have been compromised. Our website was targeted by hackers. To protect your assets and data, we took immediate actions to suspend access to all Alto IRA accounts. Our security systems remained strong during this incident, and all client financial assets are safe and were not compromised. We also suspended use of all AltoIRA email accounts. It’s for this reason we have been unable to safely email you sooner. If you logged in or attempted to log in to your Alto account any time since July 6 and you use your Alto password elsewhere, you should change those passwords as soon as possible. Your assets and funds at Alto are safe and have not been compromised, but your login credentials might have been. We have recently sent out communication to our clients regarding resetting their password. If you did not receive this email, or have not yet reset your password, please visit app.altoira.com/password/reset to reset your password. Once you’ve reset your password, the access to your account will be restored.

Are my Alto funds and investment assets secure?
Yes. Your assets and funds at Alto are safe and have not been compromised. This includes cash, as well as the records of your investments and your cryptocurrency holdings at Coinbase.
Has my bank account that is tied to Alto been compromised?
We have no reason to believe that your bank account has been compromised. The hackers might have been able to obtain your Alto IRA login credentials if you logged into Alto anytime after July 6th. If you use your AltoIRA password on other sites or accounts, we recommend you update those passwords immediately.
If I tried to log in between July 6th and July 9th, what precautions should I take to secure my information?
If you use the same email and password combination that you use for your Alto account on other sites or accounts, you should change those passwords as soon as possible.
If I was already logged in between July 6th and July 9th, but did not have to enter my credentials, was my login information compromised?
That is still unclear as we continue our investigation. To ensure safety, we have recently sent out communication to our clients regarding resetting their password. If you did not receive this email, or have not yet reset your password, please visit app.altoira.com/password/reset to reset your password. Once you’ve reset your password, the access to your account will be restored. We also recommend you change any similar passwords you might have on any other platform or account.
Was my information compromised at any of the investment partners that Alto works with?
We are not aware of any compromised data or credentials at partner sites.
Was my credit card on file compromised? And do I need to cancel my card?
Alto does not store any of your credit card information in our systems. Instead, that information is stored at our partner: Stripe. We have no reason to believe you should cancel your card, though if you are concerned, you can contact your credit card provider.

Investments

When can investments be made again?
We are targeting to have the website and account access restored during the week of July 12.  We will restore the ability to make investments shortly after account access has been restored.
What happens if I have an investment with an upcoming deadline?
We will be prioritizing pending investments and are in contact with our investment partners regarding deadlines. If you have an investment with a deadline of July 19 or before, please let us know by emailing our team at help@altoira.com. Please include the investment details such as the email address associated with your Alto account, the investment partner or private deal sponsor’s name, and investment deadline in the body of the email. Do not include other personal data in emails to us.
I’m trying to make an investment through one of your partners but I don’t see you as a payment option. What should I do?
At this time, Alto has been removed as a payment option on our partners’ platforms as a precaution. We plan to have this resolved promptly sometime during the week of July 12.

Funding

Are funds in transit via wire or check going to be securely deposited?
All funds in transit via check are mailed to our physical office address, which was not impacted by this incident. It may take a few additional days than normal to deposit your check and credit the funds to your account. Funds transferred via wire are also safe, but may take a few additional days more than normal as well to be credited to your account.
Is it safe to transfer funds via wire or check to Alto from another custodian?
We are not currently accepting transfer requests through the Alto platform. However, we will resume normal fund transfers from other custodians after our service and your account access are restored.
How long will it take for the funds to be received and credited to my account?
Once we begin processing transfer requests, we expect the time for funds to be received and credited will quickly return to normal.

CryptoIRA

Has my Alto CryptoIRA™ been compromised?
No Alto CryptoIRA assets at Coinbase have been affected.
I was asked for my Coinbase credentials through what I thought was the Alto website. What does that mean? Should I secure my Coinbase account?
We will never ask for your personal Coinbase account credentials. If you have provided a username or password for a personal Coinbase account to anyone, we suggest you change that password, too.


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