Updated 25 Oct 2026
Summary
- Most issues come from a name that doesn't match the IC, a short bank balance, or a gram balance under 1 gram.
- Never give your password or TAC to anyone.
Questions and answers
My profile verification was rejected. Why?
Check your name. The official form asks for your name exactly as on your ID, including Bin, Binti, A/L or A/P. A mismatch can get verification rejected.
The system says my IC is already registered.
Each IC number can only have one Public Gold account. Try logging in to your old account, and use the official option on the login page if you forgot the password.
My child under 18 can't register.
That's right, children under 18 can't register on their own. Use a Junior account with a parent or guardian.
My Auto Debit failed this month.
Usually it's a short bank balance, wrong bank details, or a restriction on the bank account. Check with your bank and make sure the balance is enough before the next deduction.
My sale money hasn't arrived.
If the sale was verified before 4.00pm, it's credited the next business day. After 4.00pm, within the next 2 business days (GAP terms, clause 3.5). Business days are set by Public Gold.
My GAP account was closed.
The account closes if all the gold is sold or withdrawn. To buy again, you go through the normal GAP account opening (clauses 2.5, 3.3).
Someone asked for my password or TAC.
Don't give it, even if they say they're from Public Gold or from us. We will never ask for your password, TAC or a photo of your IC.
Still stuck?
Use Live Chat on Public Gold's official website for account matters, or WhatsApp us for help with the steps. We can't access your account.
Stay safe: never share your password or TAC code with anyone, including us. We never ask for a photo of your IC.
Official sources
Links go to official sites (new tab). Checked 25 Oct 2026. General information, not financial advice. Public Gold is the service provider; its latest terms always apply.