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Support

Browse through our support topics to find a resolution to your problem or you can search for keywords or topics below.

The MetalDesk Platform Quickguide below will step you though everything you need to know to start trading today.

In addition to the below FAQ’s there is more resources under the ‘PDF Downloads’ & ‘Video Tutorials’ tabs below.

 


Password Reset

Reset your MetalDesk password here

How to Reset Your Password

Clients are able to reset their password from the MetalDesk login page and clicking the ‘Forgot Your Password’ link below the login box.

Help Feature in MetalDesk

Settings Feature in MetalDesk

Understanding Reports feature in MetalDesk

Since physical gold is not considered a financial product and does not have a regulatory body could you describe how gold holdings are safeguarded against any unsolicited leasing or leveraging?

All metal traded with BC is 1:1 (no leverage) and allocated to a specific client using each client’s unique Holder Identification Number (HIN) in MetalDesk.

In the extremely unlikely event Bullion Capital or the Allocated Bullion Exchange ceases trading, how do I go about getting my gold, whether stored in Australian or the Global market?

In the unlikely event of insolvency by BC and or ABX, the typical procedure would be that an administrator is appointed and gold returned to clients at the earliest opportunity. Any creditors of BC or ABX would have no claim to the gold held in the vault due to the fact that allocated title (full legal ownership) to the metal is held with you, the investor.

Who’s the party assigning the legal ownership of gold to the end client and assuming custodian duties? Is it Bullion Capital or the Vaulting provider?

The legal owner of the gold is the buyer. All bullion purchased through the Bullion Capital MetalDesk platform is purchases by the end client’s account (against the end client’s unique Holder Identification Number).

Is there a record of all clients’ trading activities on platform?

Yes, we record when a client places a trade, when those trades execute, when they fund their accounts etc. As MetalDesk is a web-based exchange platform the trade must reach the exchange matching engine for there to be a record of the trade or other client activity. We have had no disputes with any clients as there is no slippage or re-quotes on our exchange for trading physical precious metal.

Orders are streamed by our liquidity providers directly to a displayed central limit order book. All participants have equal access to immediately executable levels and associated sizes, ensuring transparency and fairness.

What is Multi Factor Authentication?

Multi-factor authentication provides additional layers of identity verification that are difficult to intercept or reproduce.

BC has selected an approach that is widely recognised as the most effective; software-generated security token authentication. Through the use of any Authenticator App (BC recommends the use of Google Authenticator, Duo or Microsoft Authenticator) on a client’s smartphone, a time-limited numerical token will be generated which is then verified by MetalDesk, in order to authenticate the user securely.

To activate this security feature, navigate in MetalDesk to SETTINGS and then select the security tab. An authenticator app of client’s choosing will need to be installed in order to scan a QR code provided in MetalDesk when enabling the authentication process. Once enabled, this will be needed to log in to MetalDesk and to change bank account details in MetalDesk.

How secure is my MetalDesk account?

Logins are performed using username, password and an optional multi factor authentication (MFA) combination.  Sensitive account information, including passwords, are stored using very strong encryption methods, which means account details cannot be retrieved and then used to login fraudulently.  Logins are created through SSL, which ensures your login information is not transmitted in plain text format and cannot be read over a network

How do I pay my storage fees?

You will be emailed an invoice for your storage fees at the end of each month.  These fees will be paid using your available cash balance in MetalDesk.  Should you not have the funds available, you will need to top up your MetalDesk account balance.

 

How much does storage cost?

The annual storage fees are as follows:

Gold (% pa) Silver (% pa) Platinum (% pa)
1.0 % 1.0 % 1.0 %
How do I change my MetalDesk platform’s market and currency?

Log in to MetalDesk, go to the SETTINGS page and select the desired market and currency (Australia – AUD or Global – USD) from the ‘GENERAL / MARKET’ drop-down menu.  Don’t forget to ‘SAVE’ your selection.

Please note that you can only trade in the selected market if you have funded your account in that currency.

Where do I transfer funds to for trading on MetalDesk?

The Client Trust Account bank details are below.  These account details can also be found on the CASH tab on the ‘TRANSFER’ page in MetalDesk.

USD Account Details for Global market only:

Banking Institution Commonwealth Bank of Australia
Currency USD
Account Name Bullion Capital Limited
BSB 062000
Account Number 15783964
SWIFT CTBAAU2S
IBAN 06200015783964
Bank Address 48 Martin Place Sydney NSW Australia 2000

AUD Account Details for Australian market only:

Banking Institution National Australia Bank
Currency AUD
Account Name Bullion Capital Limited
BSB 084-929
Account Number 123897081
SWIFT NATAAU3303M
IBAN 084929123897081
Bank Address 325 Gympie Road Strathpine QLD Australia 4500
Payment Reference Please enter your unique client code: PC00XXX

When our bank confirms receipt of your transfer we will credit your trading account accordingly, usually the following business day.  Your trading account will be credited with the amount of funds that finally settle in the Client Trust Account.  Some international transfers may incur bank fees, so the amount that settles could be slightly different to the amount that was transferred.  There are no fees for domestic transfers.

 

What are ‘Reserved Funds’?

When you please a Buy Limit Order in the market, the value of the limit order is subtracted from your available cash balance and the funds move to your ‘Reserved Funds’.  These funds will remain as ‘Reserved’ until the the order is either executed or cancelled.

Can I purchase bullion if I have insufficient funds in my MetalDesk Account to cover the cost?

MetalDesk will not allow a negative balance in your cash account; you can only purchase bullion with a total trade cost up to the value of clear funds in your trading account.

How long does it take for my bank transfer funds to be credited to my MetalDesk trading account?

Your MetalDesk trading account is usually credited with funds by the next business day.

Can I trade as soon as I transfer funds in MetalDesk?

You can only trade once Bullion Capital has received the cleared funds in the Client Trust Account and your MetalDesk account has been credited.   This usually occurs on the next business day following your transfer.

How do I fund my MetalDesk trading account?

Log in to the MetalDesk Trading Platform and ensure you are in your preferred market (see ‘How do I change my platform’s market and currency?’).  Complete a Deposit Transfer on the ‘CASH’ tab of the ‘TRANSFER’ page.

Once you have completed the Deposit Transfer notification in MetalDesk, you will need to  transfer funds from your bank account to the Bullion Capital Client Trust Account – details below:

USD Account Details for Global market only:

Banking Institution Commonwealth Bank of Australia
Currency USD
Account Name Bullion Capital Limited
BSB 062000
Account Number 15783964
SWIFT CTBAAU2S
IBAN 06200015783964
Bank Address 48 Martin Place Sydney NSW Australia 2000

 

AUD Account Details for Australian market only:

Banking Institution National Australia Bank
Currency AUD
Account Name Bullion Capital Limited
BSB 084-929
Account Number 123897081
SWIFT NATAAU3303M
IBAN 084929123897081
Bank Address 325 Gympie Road Strathpine QLD Australia 4500
Payment Reference Please enter your unique client code: PC00XXX

When our bank confirms receipt of your transfer we will credit your trading account accordingly, usually the following business day.  Your trading account will be credited with the amount of funds that finally settle in the Client Trust Account.  Some international transfers may incur bank fees, so the amount that settles could be slightly different to the amount that was transferred.  There are no fees for domestic transfers.

 

How does Bullion Capital comply with its AML/CTF and KYC obligations?

Bullion Capital has implemented thorough procedures to comply with the obligations to identify and verify its customers in accordance with the legislation. The Anti-Money Laundering and Counter-Terrorism Financing Act’s risk based approach requires Bullion Capital to conduct due diligence on all customers based on an assessment of the associated Money Laundering/Terrorism Financing risk.

What forms of Identification do I need to provide the sign up for a Live Trading Account?

Typically just your social security or driver’s license number. Other information can be provided for company registrations.

How do I sign up for a Live Trading Account?

Signing up for a live account to trade and invest in physical bullion is free and can be completed in 3 easy steps once you click the ‘Sign Up’ bottun on the hompeage:

  1. Supply your contact information and choose your account type
  2. Provide details for I.D. verification
  3. We process your account and send your login information to your email address
How do I sign up for a Demo Trading Account?

Signing up for a demo account is easy. From the Bullion Capital homepage just enter your name, email address and phone number and you will receive a welcome email and login details.  You will be able to continue to trade and monitor your demo positions by logging in using the same email address at https://demo.bullioncapital.com.

How long does it take to open an account?

Signing up is easy and can all be done online within a few minutes and, in most circumstances, without the need to scan and send any additional documents.