GoldPass trading app

Frequently asked questions about GoldPass

• Where is GoldPass available to download?

  GoldPass is available for download in the Apple App Store and Google Play Store in Australia.

• What currencies can GoldPass trade in?

  GoldPass is available in AUD and USD. 

• What products does GoldPass offer?

  Gold and silver are available to buy, sell and transfer in GoldPass. The unallocated gold or silver held in the investor’s GoldPass account is covered by The Perth Mint’s government guarantee.

• What are the minimum and maximum investment amounts?

  The minimum investment cost is less than 5 cents, for gold investors they can purchase for as little as 0.00001 oz. There is no limit on the maximum investment.

• What bank accounts can be used for GoldPass set-up?

  The name of the bank account registered to your GoldPass account must match your GoldPass account name.

  Due to regulatory restrictions only one nominated bank account can be used for deposits or withdrawal of funds to your GoldPass account.

  For an individual GoldPass account, the bank account must be in the name of the individual.

  For a SMSF, company or trust GoldPass account, the bank account name must match that of the legal entity name of the SMSF/trust.

• Do I require ID verification?

  Yes. Your identity must be verified before any transactions can be processed. This requirement applies to individuals as well as SMSF, company or trust account types.
  
  In most individual cases, the registration and ID verification can be completed within minutes of downloading the app. If more information is required to complete the verification, our customer care team will contact you.

  All SMSF, company or trust applicants will be contacted by the customer care team and verified manually.

• I don't have the type of ID required for identity verification. What do I do?

  The identity verification process in the app asks for specific forms of identification to process the ID verification checks automatically.
  
  If you do not have the types of ID required, The Perth Mint can verify your ID manually.

  Contact us on the details below for assistance:

  GoldPass

  goldpass@perthmint.com

  (+61 8) 9421 7250
• Can I link my existing Perth Mint account to my GoldPass account?

  It is not possible to link any other account held at The Perth Mint with your GoldPass account. Only the funds and metal holdings held within the GoldPass account will be visible in the GoldPass app.

  Any existing document, ID or account already held by The Perth Mint cannot be used when setting up a GoldPass account.

• Can I transfer funds or metal holdings to another type of Perth Mint account?

  It is not possible to transfer metal or funds to a different Perth Mint account from the GoldPass account.

• Can I send someone AUD or USD?

  GoldPass only supports the sending of metals (gold and silver), not fiat currencies. This is due to regulatory restrictions.

• Are GoldPass holdings covered by the Government Guarantee?

  All digital certificates are 100% backed by physical Perth Mint gold or silver, with the weight and purity of every ounce guaranteed by the Government of Western Australia. All holdings are also 100% guaranteed by the Government of Western Australia.

• What technology does GoldPass use?

  Unique digitally secured certificates are minted cryptographically on Trovio’s servers, containing detailed ownership information over unallocated gold and/or silver stored at The Perth Mint. The digital certificates are stored in a digital vault and secured using bank-level technology and security.

• What is digital gold and silver?

  As legal ownership of physical precious metal is represented in a digital form, it is often referred to as digital gold or digital silver. It is an innovative way to hold and trade gold or silver at a competitive price point compared with alternative precious metal investments.

  The technology also allows for enhanced functionality such as faster settlement times including instant transfers of metal.

• How much is each certificate represented?

  The sum total of all certificates held for each asset is presented as one total balance of holdings in the wallet, i.e. silver certificates and gold certificates. Certificates are of varying value dependent on value of assets held and are available to be viewed within each GoldPass account.

• What are the fees and charges applicable?

  There is no fee charged on account balances nor any ongoing management fee. Certificate fees do apply on buy and sell transactions and vary depending on transaction value.

  There is no fee for sending gold or silver to other verified investors.

  For full details of all fees and charges, see Section 7 of the GoldPass terms and conditions.

• How do I add funds to my account?
  1. Select ‘bank’ and then ‘deposit’.
  2. Take note of the account number listed.
  3. Execute a bank transfer to The Perth Mint.
  4. Once the funds are received, the app will credit the respective transfer to your account.
  5. You will receive a notification once funds have been applied to your GoldPass wallet.
• How do I withdraw my funds?

  Before you can withdraw funds, you must verify your bank account. This will require you to provide details of a bank statement so that the account details you have submitted can be verified.

  Once you have completed bank account verification, follow the steps below:

  1. Select ‘bank’ and then ‘withdrawal’.
  2. Enter amount to withdraw. This must be less than the total currency amount held in the app.
  3. Select ‘review’ to check details are correct.
  4. Select ‘back’ to cancel or ‘withdraw’ to proceed.
• How long does it take for deposited funds to hit my GoldPass wallet?

  Deposit times vary depending on the source of the funds.

  Generally speaking, funds should arrive into your GoldPass wallet within two business days but are usually received much faster than that.
  
  You will receive a push notification on your smartphone when the funds are added to your wallet.
  
  If you are experiencing a delay in funds arriving, please double check the account number used when you performed the deposit by navigating to the ‘Bank’ and then ‘Deposit’ screen in GoldPass.

  If the numbers don’t match, please contact us for support.

  GoldPass

  goldpass@perthmint.com

  (+61 8) 9421 7250
• How do I buy gold or silver?

  Once you have added funds to your account, you can buy gold or silver instantly by doing the following:

  1. Select ‘buy/sell’
  2. Select ‘buy/sell gold’ or ‘buy/sell silver’
  3. Select ‘buy’
  4. Enter amount in weight (oz) or cost ($) dollar amount
  5. Request quote
  6. Select ‘back’ to cancel or ‘confirm’ to proceed
• Where is my metal held?

  All GoldPass digital certificates are 100% backed by The Perth Mint’s physical gold or silver stored in its central bank grade vaults in Perth, Western Australia.

• How to I redeem the unallocated metal in my account for physical gold or silver?
  1. Within the app, select more ‘Collect physical’ in the menu on the home screen
  2. You will receive instructions and relevant information you need to complete to action the request if you have a sufficient balance to convert to physical.
  3. Select ‘request quote’ and our customer care team will be in contact via email to action your request and provide any quotes or associated fees.

  Fabrication fees and freight charges will apply. View fabrication fees here. Freight quotes are assessed on a request basis and are dependent on the value and destination of the shipment.

• What is the timeframe for redeeming physical metal?

  If the particular product that the investor wants to take delivery of is in stock, it is available for immediate delivery or collection. Please allow five to seven working days for freight within Australia.

  Fabrication and freight charges will apply. View current fabrication fees.

• GoldPass is asking me for my PIN/pattern but I have yet to set one?

  If GoldPass is asking for a PIN or pattern to unlock the app, this is the same PIN/pattern used to unlock the device itself.

  GoldPass uses the native security of the user’s phone device in order to lock the app. This enables GoldPass to use the most secure biometrics offered by the device, such as fingerprint and facial recognition.

• Where is the log off function?

  There is no specific log out button.

  When you exit the app, or navigate away from the app, the GoldPass system automatically locks your account after a short time, in the same manner another app may log you out.

• I lost my mobile device

  Rest assured, access to your account in GoldPass on your lost device is protected by your mobile device security.

  For additional security, please contact us between 8.30am and 5pm AWST.

  GoldPass

  goldpass@perthmint.com

  (+61 8) 9421 7250

  We will block access to the GoldPass app on your lost device until you regain access or open a new account.

• I want to change my phone number/bank account details or address

  To amend the details associated with your account, please contact us between  8.30am and 5pm AWST and we'll update your details.

  GoldPass

  goldpass@perthmint.com

  (+61 8) 9421 7250
• What is PMGT and how do I interact with it from GoldPass?

  PMGT is a Trovio product. Find out more here.

• I receive an error message when trying to access the app

  The most likely reason a user encounters the ‘Setup Failed’ error is due to their device operating system not meeting minimum requirements.
  
  In accordance with Google and Apple's guidelines, and to ensure optimal security and reliability, GoldPass has inherent minimum device requirements as follows:

  • The minimum Android operating system supported will be Android 6.
  • The minimum Apple operating system supported will be iOS 12.

  Users currently running GoldPass on older software will need to perform a system update to ensure continued access to GoldPass.

  Users on devices released prior to 2014 may find that they are no longer supported by Google and Apple and are unable to perform a system update. In this scenario, accounts must be migrated to a newer device to continue accessing GoldPass.
  
  We encourage all users to update GoldPass to ensure continued secure access to the app.

• I didn’t receive the SMS when registering/logging in to GoldPass?

  If the SMS message is not being received when trying to register/login to GoldPass, it is most likely caused by the mobile phone device’s spam filter blocking the incoming GoldPass SMS.
  
  Most commonly, the list of blocked numbers can be accessed from the menu/settings in the Contacts area of a smartphone. From here simply remove the GoldPass contact from the blocked list. The SMS should now be received on the next attempt.

• What are the terms and conditions for GoldPass
  • Read the GoldPass terms and conditions here.
  • Read the GoldPass-PMGT terms and conditions here.
• How do I contact support?

  You can contact support either via the app or by contacting directly at The Perth Mint. 

  Follow these steps in the app: 

  1. Select ‘?’
  2. Select ‘report a problem’
  3. Write a description of the problem
  4. Select ‘send’

  Alternatively, contact The Perth Mint using the details below: 

  GoldPass

  goldpass@perthmint.com

  (+61 8) 9421 7250

   

• Why has my request to send gold or silver to another account been declined?

  You can only send gold and/or silver to existing GoldPass accounts. If you would like to send gold and/or silver to a friend that doesn’t hold an account, please ask them to sign up.

  When entering the recipient’s email address, ensure it’s the same one they used to open their GoldPass account. You can verify this by asking them to check their account ID in the app settings.

  Due to regulatory constraints, some restrictions apply around which GoldPass accounts you can send metals to. You and the recipient must meet the following criteria:

  • Both accounts need to be verified.
  • Personal accounts can only be used to send. If you hold a business account, you cannot use the send functionality to send or receive gold and/or silver.
  • Both accounts must use the same account currency. If you hold a USD account, you can only send to other USD accounts.

  Unfortunately, even if you hold two GoldPass accounts under the same name, if the currency, country and account type of those accounts do not match, you will not be able to transfer funds between your accounts.