- Frequently Asked Questions
- FAQs : Why BullionVault?
- FAQs : Safety
- FAQs : Vaulting
- FAQs : Operational
- FAQs : About Us
- FAQs : Governance
- FAQs : Robots
- FAQs : For US residents
- How to do it
- Open my account
- Fund my account
- View our bank details
- View our tariff
- Buy gold, silver and platinum
- Daily Price
- Regular Gold Investment Plan
- Silver and platinum
- Claim my free bullion/money
- Trade my free bullion
- Validate my account
- Submit a document
- Reserve a specific bar
- Become a referrer
- Sell my gold, silver and platinum
- Withdraw funds
- Withdraw bullion
- Coins for delivery
- Use the order panel
- Monitor my orders
- Cancelling my order
- Modify account settings
- Track spot prices
- Modify my limit price
- Set my limit duration
- See my trading history
- Prove my money is safe
- See the vault bar lists
- See client bank statement
- Switch to a different vault
- Understand my statement
- In case of death
- Close my account
- Contact BullionVault
- Make a complaint
- Whitelist our emails
Using your account
Can I buy coins on BullionVault?
No. Coins and small bars are typically 7% more expensive than gold on BullionVault. Dealers also tend to buy back at a discount of about 1%.
BullionVault’s vaulted gold is in the form of large ‘Good delivery’ bars – the standard on the wholesale bullion market, and the most cost effective way to invest in gold.
While most BullionVault users prefer to hold their bullion securely in the vault, it is possible to withdraw your gold efficiently in the form of Pamp 100g gold bars, or in bespoke amounts at a higher rate.
How does it work? Tell me more about your service.
Before BullionVault, it was difficult for private investors to buy bullion because wholesale bullion market deals are often more than they would be able to afford, in addition to insurance and storage. BullionVault lets you buy as much gold, silver or platinum as you want (from as little as 1 gram), at prices very close to those offered in the wholesale markets. Your bullion will be part of a large ‘Good delivery’ bar stored in a professional market vaults in your choice of locations around the world.
There are several ways to buy and sell. The most popular is to trade on our live, peer-to-peer market, quoting your own prices like a broker on the professional market would. Unlike the professional markets, our order board is open for trading 24/7 (excluding occasional scheduled downtime for website maintenance).
BullionVault users can also access the liquidity of the wholesale bullion market by placing orders at the daily London Prices. The prices are set by auction between major bullion banks every UK working weekday, and are widely published as benchmark gold, silver and platinum prices.
Regular savers wanting to build their own gold reserve may be interested in our Regular Gold Investment Plan. Simply set up a regular payment into their BullionVault account and gold will be bought (at the daily London Price).
How do I open an account?
Opening an account is free and takes just a few minutes. All you’ll need to get started is an email address and then choose a username and password.
Validating your account should be done within two weeks of funding it. You’ll need to provide your personal details and upload scans or digital photos of your photo ID and bank statement.
Fund your BullionVault account by bank transfer. The bank account you first send funds from should be used for all future deposits. We will return your cash withdrawals back to it. You will need to upload a digital copy of your bank statement as part of your validation.
Can I pay by debit/credit card?
UK bank account holders can make their first deposit using a debit card (max. £5,000). Larger first deposits and subsequent deposits must be made by bank transfer.
The card processors charge higher fees for use of credit cards or non-UK cards meaning that we cannot accept these cards. Retailers selling goods on high margins can absorb such fees. But this isn’t possible for us as we charge low commissions (0.5% and less).
Can I get a copy of an old statement?
Yes. You can download monthly statements by logging in and going to your HISTORY > STATEMENT page. You can see statement details for the last 30 days and download statements from previous months.
Can I get a copy of a contract note?
Yes. You can download contract notes by logging in and going to HISTORY > ORDERS. Highlight the order in question from the list and it will bring up the details in the order panel to the right of the screen with an option to download the contract note as a pdf file.
I have gone through the password reset process but haven’t heard back. Why?
Some password reset requests are reviewed manually prior to approval. Please allow 1 working day for this review process.
How do I cancel an order?
See a list of your orders by logging in to your account and going to HISTORY > ORDERS. Click on an order and the corresponding details will appear in the order panel on the right. If an open order can still be cancelled, you will be offered a red KILL button.
Orders on BullionVault’s order board can be matched in multiple deals, a bit at a time. If your order is already partially matched, you will only be able to kill the untraded part of it. After killing an order, you will receive an email contract for any part of the order which traded.
In certain circumstances an open order may not be cancelled. For example, open orders at the Daily Price may not be cancelled shortly before the announcement of that price.
Has my order been successful?
You can monitor the progress of your order on the HISTORY > ORDERS page. The ‘Matched’ column shows you what percentage of your order has traded.
Upon completion of an order which successfully traded, you will be sent a contract note in PDF format to your registered email address.
I have sent money but cannot see it on my account?
How long a deposit takes to reach us depends on where in the world the sending bank is and what type of bank transfer is used. Ask your bank to confirm which transfer type was used, and that the transfer has been sent.
Please also check that the transfer was sent with the correct bank details for your bank’s country and the currency of the deposit.
If your deposit has arrived, but has not yet been assigned to your BullionVault account, it’s usually because we’re missing some required information. For example, if we receive a deposit from you which does not include a BullionVault username as the payment reference or memo, we may have sent an email to you at your registered email address, asking for more information. Usually, we ask you to log in and answer a few questions about your deposit.
I do not use the bank account I have registered with BullionVault anymore. How can I change my bank details?
Maintaining a single linked bank account, used for both deposits and withdrawals, is one of our strongest security features. We recommend not changing your linked bank account if at all possible.
If the change is necessary (e.g. if the original bank account has been closed), you will need to follow our procedure for changing your registered bank. To find out more, please send us an email to support@BullionVault.com with the subject line ‘Changing bank details’. Please state the reason for the change and your BullionVault username.
I have a negative cash valuation on my account. Why?
This is usually because of unpaid charges, often the monthly storage charges for bullion held in your account ($4/month minimum for gold and $8/month minimum for silver or platinum). Check your recent statements (HISTORY > ORDERS) to see the storage charges applied.
I have been asked to fill in an online form about my deposit. Could you please check and apply the funds?
Any details you submitted need to be reviewed manually. Please allow 1 working day.
The funds in my account are not in the currency I expect.
If your overall account valuation is not shown in the currency you expect, this does not mean that your funds are necessarily in this currency. To give an idea of the overall value of your account holdings, their value is estimated and summed in a single ‘valuation currency’. For example, you might hold gold, silver and British Pounds but choose to see your overall account valuation in US Dollars. Use the ‘Set currency’ button on your Balance page to change the valuation currency.
For any recent deposit, please check that you deposited into the correct BullionVault bank account. Our bankers will convert funds into the currency of the receiving account. BullionVault does not convert currencies directly.
For general questions about BullionVault, or any problems.
To securely submit document images from your computer please log in and access our secure document submission page by pressing ACCOUNT and DOCUMENTS. [More detail]
Telephone: +44 (0)20 8600 0130
Toll-free US/Canada: 1-888-908-2858
Please note an answering service may take your call outside of office hours [9am to 8:30pm (UK), 4am to 3:30pm (EST), Mon to Fri].
Use this page to determine convenient office hours compared with major international time zones.
Talk to us online with our live web chat facility. Please note live support is only available during office hours [9am to 8:30pm (UK), 4am to 3:30pm (EST), Mon to Fri].
The BullionVault head office is located at:
BullionVault (Galmarley Ltd)
3 Shortlands (7th Floor),
We welcome visitors, but please contact us beforehand to arrange an appointment.
We take all customer problems very seriously. Please read our complaints procedure first, then contact us on one or other of the following addresses:-
- Informal Complaints: informal_complaints@BullionVault.com
- Formal Complaints: formal_complaints@BullionVault.com
© BullionVault Ltd .