Help
FAQ and support
Quick answers to the questions we hear most, and how to reach a person.
Common questions
Everyone
I cannot sign in.
Try the other method on the sign-in page, such as your wallet. Wrong passwords lock the account for 15 minutes. Wait, then try again.
I forgot my password.
Press Forgot password? under the password box. Once email is live, we send you a code. Otherwise enter a code from your authenticator app or one of your recovery codes. If you have none of these, ask a manager for a temporary password. It works for 24 hours and for one sign-in, and then you choose your own. See Forgot your password.
I lost my phone and I use an authenticator app.
Use one of the recovery codes you saved when you set the app up. Each works once. If you have none left, contact support.
Is the site safe?
Read Security and privacy. In short: sign-in can use a second step, documents are private, and nothing about your health is written to the blockchain.
Donors
Where does my gift go?
You choose a program when you give: Medical Mission or Dot Glasses. Your gift is held for that program and paid to a partner clinic only after a manager approves a claim. See Programs.
What is USDIntrifund?
IntriFund’s own digital dollar. 1 token is worth 1 US dollar. A gift is matched by the same amount of tokens, as an on-chain receipt for the money. It is not an independent reserve. See Blockchain and tokens.
Can I check a gift myself?
Yes. Every entry is on the public Transparency page, with a Verify panel. The steps are in Blockchain and tokens.
My bank transfer is not showing.
A bank donation counts only after a manager confirms the money in the bank account. It shows under Pending Donations until then. Make sure you used the reference.
Can I get my money back?
Yes, your unused balance, within the refund window. Money already set aside for a patient’s care cannot be refunded. Use Refunds, then Request a refund.
Members
Why must I wait to be verified?
Two different people review every application, so that money goes to people who really need it.
A clinic cannot find me.
Give them your Member ID (starts with BEN-) and your date of birth. If you have not been verified yet, you do not have a Member ID and the clinic cannot treat you as a member.
I need to change my details.
You can edit an application that is waiting or needs changes. After you are verified, contact support.
Where are my claims?
Under Care in your menu, My Claims lists every claim a clinic has made for you, across all your programs. You do not file claims yourself.
Do I have to scan my ID?
No. Scanning your ID and checking your photo against it are optional helps. You can always type your details and carry on.
How do I cancel my application to a program?
Open Programs and press Withdraw on a request that is still pending.
Clinics
The check says my clinic is not accredited.
Your clinic is accredited program by program. Ask support to add the program you need.
My check reference has expired.
A check reference lasts 24 hours. Run the check again and use the new reference.
How do I become a partner?
On the sign-in page for clinics, choose I am new: Become a partner. Create your account, then tell us about your clinic or hospital. A manager reviews it.
Can we connect our accounting software?
Yes. Under Integrations you can download the payments you received as a file for Xero, QuickBooks Online or your accountant. See Accounting integrations.
Can we connect our EMR?
Yes. See Integrations (FHIR API).
Contact support
Say who you are (donor, member, clinic), and include your Member ID or clinic name. Please never send passwords, card numbers or recovery codes.
You may also want the Terms, Privacy Policy and Cookie Notice.