Account Access & Password Reset
I WANT TO ACCESS MY BULLION ACCOUNT WHICH HAS BEEN MIGRATED TO THE NEW WEBSITE, HOW DO I DO THIS?
To get access to your migrated account, you will first need to reset your password. This is due to security reasons.
To complete a bullion account password reset, please visit www.royalmint.com/login and follow the steps below:
- Enter your Email address – This will be the email address associated with your previous bullion account.
- Reset your Password – You will be sent a reminder email for your accounts with links to reset your password.
- Login – Once you have reset your password, please login using your USERNAME and password and not your email address.
Please note that bullion accounts with a zero balance, no vault holding and that have had no activity for over 12 months have not been migrated. If you are trying to access an account like this, we recommend creating a new account.
I CANNOT SEE A PASSWORD RESET LINK, WHERE IS IT?
To reset your password, please visit www.royalmint.com/login and enter your email address associated with your bullion account, then request a password reset. You will be sent an email with your account username and a link to reset your password. Complete this and then login.
DOES MY ACCOUNT USE AN EMAIL OR USERNAME FOR LOGIN?
Existing bullion accounts that have been migrated to the new site will need to login using a USERNAME.
New bullion accounts and general accounts will require an email address to login.
This is due to customers having multiple bullion accounts all linked to the same email address. We will be working on merging methods into one account soon.
I HAVE MULTIPLE BULLION ACCOUNTS; CAN I LINK THEM?
It is not possible to link multiple bullion accounts. You will be required to login separately to each account that you wish to access. Please login using your Username and Password.
AS WELL AS MY ROYAL MINT BULLION ACCOUNT I ALSO HAVE A GENERAL ROYAL MINT ACCOUNT; AM I ABLE TO LINK THEM?
Yes, it is possible to link a general Royal Mint account used for commemorative coin purchases to your bullion account. To do this, please email our customer support team who will connect the accounts. Please note that you’re now able to purchase most products from The Royal Mint from your bullion account.
HOW DO I ‘ACTIVATE’ MY GENERAL ACCOUNT TO PURCHASE BULLION?
If you have recently created a general Royal Mint account and want to purchase bullion products, you will need to activate your account and complete our bullion registration checks. This can be done by clicking the ‘Activate bullion account’ buttons seen on the bullion product pages or on your account page.
MY SECRET ANSWER IS NOT BEING ACCEPTED, WHAT CAN I DO?
If you have forgotten your secret question and answer or are having difficulties logging in, then please contact our customer service team so they can provide you with support.
MY ACCOUNT HAS BEEN LOCKED, WHAT CAN I DO?
If you have locked your account, you will be notified on the website. Please contact our customer team to get the account unlocked.
Your Balance & Vault Holdings
We want to assure you that we have transferred all balance and vault data from our previous website and we have completed checks to ensure there are no discrepancies.
If you cannot see the correct balance or vault holding details, please first check and ensure that you’re using the correct account. Bullion accounts that have been migrated will show a balance and vault holding.
To view a list of your accounts and their usernames, please request a ‘Forgot username’ email from the following page: www.royalmint.com/login
If you have checked the correct account and still have a discrepancy with regards to your balance and/or holdings, then please do not hesitate to contact our customer team by visiting our contact page: https://www.royalmint.com/contact/
Order, Payment & Delivery Status
To check on the status of your bullion order please visit the transaction history page on your account. The statuses and meaning are as follows:
Pending- we are in the process of fulfilling your order, this will change to either Shipped or Settled when we have completed the order.
Shipped– you order has been handed over to our courier partners. Tracking information will be emailed to you once it has left our site and further information about estimated delivery date and times can be seen via the courier website.
Settled– your transaction has been completed. Please note that payment based transactions may show as settled but may take some time to see in your bank account or bullion wallet. This is due to the banking system and type of payment i.e. BACS or Faster payment. If you have not used a beneficiary number on your payment, it may not yet be matched to your account.
If you have purchased commemorative products, then please check their status via the Open and Closed order page within your account.
Deliver from Vault
Unfortunately, our new website had a technical issue with deliver from storage orders meaning that we had to cease the service for a short period of time. Thankfully, this issue has now been resolved and our service is running as normal.
If you would like to take delivery of your order instead of storing it in The Vault, please log into your account and request delivery of the relevant product.
To do this, simply select the 'Deliver to me' button alongside the product and follow the on-screen instructions:https://www.royalmint.com/my-account/portfolio-page/
If you have previously attempted to take delivery using this method, please attempt it again and it will now be processed. You may see pending transaction on your account relating to your original request. These will be removed shortly.
Delivery to UK addresses is free of charge and you will receive tracking details via email.
Due to the current COVID-19 situation and the safety measures that we have put into place, it is taking a little longer for us to process and despatch customer orders. We apologise for any inconvenience caused by this and thank you for your patience.
Your Recent Bullion Application
Please note, due to the current situation with COVI-19 and the safety measures we have put into place, it is taking longer than normal to process new account applications. We are working hard to review and approve this process and thank you for your patience.
We are working through applications on a first come, first serve basis and there is no need to contact us once you have sent in your identification documents.
I HAVE APPLIED FOR A BULLION ACCOUNT BUT HAVE BEEN DECLINED, WHY IS THIS AND WHAT DO I DO?
If your account has been declined, then we need to acquire some additional identification documentation from you, in order to approve your account.
I NEED TO SEND YOU IDENTITY DOCUMENTS, WHERE DO I SEND THESE?
If you have been asked to send identity documents, we recommend submitting them using the website. Simply login to your account area and you will be shown a document upload message and link. Click this link, select an appropriate form of ID and finally upload your documents to us. We will then review your application and will let you know if your account has been approved or whether we need more information.
If you are struggling to upload your documents via the website, then send us an email with them attached to customer.services@royalmint.com with the subject line ‘KYC Documents’. Please also include your username, account number or account email to support in identifying your account.
I HAVE SENT IN IDENTITY DOCUMENTS BUT WHEN WILL MY ACCOUNT BE APPROVED?
In order to approve your account, we are required to complete compliance checks on all of our customers. Unfortunately, with the current COVID-19 situation and the safety measures we have put into place, our review process is taking longer than normal. If your account has not been approved within 2 weeks, then please get in contact with us.
Transaction History & Statements
We would like to inform you that we have stored all your previous records of transactions, invoices and statements so please do not be alarmed if you are unable to see certain historic details on your account.
We are in the process of moving data from our previous platform and due to the vast amount of data, this will take some time. Transactions, invoices and statements will be shown on your account for any activity taken place after we migrated to our new site.
Invoices and Statements for 2020 will be available soon.
We apologise for any inconvenience caused.