Frequently Asked Questions
Digital Currency
1. How do I fund my LGE Account?
2. Exactly how much Digital Currency will I get for my money?
3. How do I buy Digital Currency? (I live in the UK)
4. How do I buy Digital Currency? (International)
5. How do I purchase Digital Currency using a Credit Card?
6. How to I transfer Digital Currency back to cash?
7. How to I transfer Digital Currency to PayPal?
8. How to I convert or exchange one Digital Currency to another Digital Currency?
9. Is gold the only metal I can get through The London Gold Exchange?
IP Pin Code
1. My PIN code has not arrived?
2. How do I switch the IP PIN Code function OFF?
LGE ATM Card
1. Can we apply for an ATM Card through this web site?
2. What are the benefits of the LGE ATM Card?
3. Who can apply for an LGE ATM Card?
4. What is the price?
5. When will I receive my card?
6. Where is this card accepted?
7. How can I withdraw funds from my Digital Currency accounts and transfer them to my LGE ATM Card?
8. How can I check my LGE ATM Card statement/balance?
9. Does the card have an expiry date?
10. Can the card be loaded with international bank wire?
11. Is there a minimum funding amount?
Membership
1. Do You Have A Restricted Country List?
Miscellaneous
1. What is a London Gold Exchange business day?
2. Where is the Affiliate Program?
3. Can I log into the new web site with my Affiliate Program log in details?
Payment
1. Do you accept PayPal, StormPay, Moneybookers or PIC Pay?
2. What are your minimum order limits?
3. What are your maximum order limits?
4. Do I need a Purchase Order or Invoice Number?
5. Why should I pay 4-6% commission?
6. How long will it take to get my Digital Currency?
8. How can I make sure The London Gold Exchange pays the correct Digital Currency account?
9. What will The London Gold Exchange place in the memo of my spend transaction?
10. I can't access my Digital Currency in my London Gold Exchange account?
Privacy
1. Will you sell my name and/or address?
2. Why must I include my Digital Currency account name and other details?
3. How can I trust The London Gold Exchange?
Problems
1. Who do I contact about problems or questions regarding my Digital Currency account?
2. What if I need to contact The London Gold Exchange?
Refunds, Returns and Cancellations
1. What is your return, refund and cancellation policy?
Security Alerts
1. Fake Job Offers and Fake Checks?
Technical Problems
1. I'm a member but now I can't login?
2. Member Security Error. Error Code: 1001IP?
Telephone Verification
1. How do I complete Telephone Verification?
2. I do not have a Fixed Line or Land Line Telephone?
3. I am confused! How do I enter my phone number correctly?
Verification
1. Why do I have to be Verified?
2. How do I send my ID documents to you?
If there is a question you would like to ask, but does not appear here, please contact our customer services department.
Digital Currency
1. How do I fund my LGE Account?
You don't! Your London Gold Exchange Membership allows you to purchase, convert and sell your Digital Currency. We are the vehicle you use to exchange Digital Currency, we do not store your funds nor do you have an account with us, we transfer Digital Currency to your Digital Currency accounts after you place an order via the members area of the web site.
So there is NO account. The 'account' is your Digital Currency account not the London Gold Exchange.
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2. Exactly how much Digital Currency will I get for my money?
Our commission rates change to match market conditions. On the main page of the Buy section there is a commission matrix where you can work out the cost. Generally we charge a fee starting from 4%.
So, for example, if you send us 1040, you will get 1000 worth of Digital Currency. A minimum fee applies and depends on the currency you are sending.
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3. How do I buy Digital Currency? (I live in the UK)
It is easy to fund your Digital Currency account if you are in the UK, all you need to do is join up as a member on our website, become verified to obtain a status of Silver or Gold, then use the 'BUY' order form in the members area.
You then need to choose what option you are going to use. If you are in the UK you can send a domestic bank transfer using Internet or Telephone Banking (no bank fees), or send an International Bank Wire (bank fees apply).
Our charges start from 4% or GBP15 (whichever is the greatest amount). When you submit an order we send you our payment details. You can only send cleared funds to a London Gold Exchange bank account (i.e. we do not accept bank drafts or cheques). Work out how much to send us by using the fee chart and currency calculator.
When we receive the money we send the Digital Currency to your account.
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4. How do I buy Digital Currency? (International)
It is easy to fund your Digital Currency account, all you need to do is join up as a member on our website, become verified to obtain a status of Silver or Gold, then you can use the 'BUY' order form.
You then need to choose to send funds via International Bank Wire, Western Union or MoneyGram. International bank wires are available to send from every bank in the world and we accept bank wires from ANY bank in Most countries.
Our charges start from 4% or US$15/25 (whichever is the greatest amount). When you submit an order we send you our payment details. You can only send cleared funds to a London Gold Exchange bank account (i.e. we do not accept bank drafts or cheques).
Work out how much to send us by using the fee chart and currency calculator.
When we receive the money we send the Digital Currency to your account.
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5. How do I purchase Digital Currency using a Credit Card?
This method is quite a long process to start with, as it involves a very rigorous security check from us before we can accept Credit Card orders from you.
There is a huge amount of fraud in the industry related to digital currency so we have to be very strict when dealing with credit cards. You need to be Gold status to gain access to the order form. To become Gold status, you need to perform the same verfication as Silver status, but also provide a copy of the front and back of your credit card.
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6. How to I transfer Digital Currency back to cash?
To get Digital Currency transferred to cash is easy, all you need to do is sell it to us. Firstly you must add your bank account in the 'Manage Bank Accounts' section of the Members Area.
Fill out the order form in the Sell section on the website and send us your Digital Currency . We in turn send the value to your bank account. There maybe fees, commissions and special offers regarding this service, depending on the amount and the particular Digital Currency you are selling, so please check the Sell page for details.
BANK ACCOUNTS: We can only send funds to a bank account in your name only. We cannot pay your bills or send to third parties. If you want a wire to go to your business or corporate account, you must send us supporting documentation to prove that the bank account is owned by you.
MAXIMUM Sell Amount is USD$20,000.00 or equivalent. If you want to sell more to us please send a support request for approval.
Bank fees, if applicable, will be deducted when the order is processed. Please allow for this when calculating your final total as the bank fee will not be displayed on the order.
We can also send funds to you via Western Union and MoneyGram.
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7. How to I transfer Digital Currency to PayPal?
One of our Sell options is PayPal. If you want funds sent to your PayPal account you need to add your account details in the 'Manage Bank Account' section.
You need to treat it like its a real bank account add as many details as possible. We realise that some of the fields on the form are not relevant to PayPal so just add N/A or Not Applicable in the box.
e.g: Bank Name: PayPal
Account Name: Your name
Account Currency: USD
Bank Identifier: PayPal
Account Number or IBAN: Your PayPal e-mail address
Additional Details: Not Applicable
Bank Address: Not Applicable
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8. How to I convert or exchange one Digital Currency to another Digital Currency?
To get Digital Currency transferred/exchanged/converted into another Digital Currency is easy. Please go to the Convert section of the web site in the Members Area and fill out the form. You need to send us the Digital Currency your are converting to the Digital Currency account number that you are given when you submit the order form. When we receive the Digital Currency , we will complete the order.
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9. Is gold the only metal I can get through The London Gold Exchange?
We sell Digital Gold and Silver.
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IP Pin Code
1. My PIN code has not arrived?
If you are a Hotmail and Yahoo! user, your PIN email may be inadvertently placed in the "Junk E-Mail" / "Bulk" folder. Please check that folder for the PIN e-mail if it is not appearing in your In Box.
Also, it is best NOT to set your Spam Guard settings to 'Immediately delete messages upon receipt'. If you do, the PIN e-mail may be automatically deleted.
If you do not use Hotmail or Yahoo!, please have a look in your Spam folder, just in case. If it has still not arrived, please contact us via the Support Page on this web site.
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2. How do I switch the IP PIN Code function OFF?
To switch the IP PIN Code function off (or on), please navigate to 'Edit My Membership Details' in the Members Area. In the lower section of the form uncheck the box that says 'Turn Off IP Pin'. Perform the opposite if you want to switch it back on
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LGE ATM Card
1. Can we apply for an ATM Card through this web site?
Yes, we can offer you a card and funding service. We use the excellent Virtual Money system and supply their ATM cards and provide and fast and efficient funding. Please navigate to the ATM Card section of the web site for more details.
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2. What are the benefits of the LGE ATM Card?
With our card, you can redeem funds from ANY of your Digital Currency accounts* and transfer them to your card account. You can then use this card to withdraw cash at any ATM in the world. It is a very tax efficient way to control your income, as the funds are kept offshore and you withdraw them locally in cash.** *e-gold, e-Bullion (gold, silver & e-currency), Pecunix, Liberty Reserve, Web Money and c-gold. **Please do not ask us for tax advice, we are not licensed tax agents or financial advisers.
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3. Who can apply for an LGE ATM Card?
You can only purchase a card and use our funding service if you are a member of the London Gold Exchange web site. We can send the card to ANY country in the world.
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4. What is the price?
Card (including express shipping) ONLY $50 *POS (Point of Sale) is only available in some countries. This service is like a debit card where you can use the card to purchase goods in shops and restaurants. It is not widely accepted for use in this manner in the UK, whereas it is accepted in the USA. Please treat the card principally as an ATM cash card.
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5. When will I receive my card?
Your card will be sent to you by express mail delivery. We use different services in different countries. Please allow 5-7 working days for receipt of the card.
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6. Where is this card accepted?
The LGE ATM Card is a Cirrus card issued by Virtual Money. The card is accepted around the world at over 715,000 Maestro/Cirrus ATM cash machines Please follow this ATM locater link:
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7. How can I withdraw funds from my Digital Currency accounts and transfer them to my LGE ATM Card?
EASY! When you have activated your card and added it to your profile, go to the LGE ATM Card section of the web site and fill out the Card Funding order form. Simply add the type of DG&S and the amount you want to redeem and click submit. Follow the instructions to send the DG&S to our account and we'll do the rest. Your card will be funded ready for you to withdraw money from your local ATM within hours.
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8. How can I check my LGE ATM Card statement/balance?
You can check your LGE ATM Card statement or balance using the Virtual Money on line system (please go to Customer Login at
www.virtualmoneyinc.com) You will receive log in information with your card.
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9. Does the card have an expiry date?
No, the card does not expire.
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10. Can the card be loaded with international bank wire?
Yes, it can! In fact there are lots of funding options, even cash deposit in some countries. Full details are available on the Virtual Money web site
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11. Is there a minimum funding amount?
Our minimum funding fee is $5 to cover the internal transfer fees and you need to keep $10 as a minimum balance on the card at all times.
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Membership
1. Do You Have A Restricted Country List?
Yes, unfortunately we do not allow Memberships to be taken out from people residing in: Afghanistan, Iran, Iraq and Romania. This list is not exhaustive.
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Miscellaneous
1. What is a London Gold Exchange business day?
We accept orders 24/7. We are staffed during office hours Monday to Friday at our offices in the UK and Asia Pacific.
Saturdays & Sundays: Closed.
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2. Where is the Affiliate Program?
Because of many factors, we were forced to close the current London Gold Exchange Affiliate Program. Software compatibility, continuous spamming by some affiliates, association to scam ponzi web sites by some affiliates and general administration difficulties mean we had no alternative but to close the program in 2003.
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3. Can I log into the new web site with my Affiliate Program log in details?
Old Affiliate Program user names and passwords will not work on the new web site, if you wish to use our services you need to sign up as a member.
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Payment
1. Do you accept PayPal, StormPay, Moneybookers or PIC Pay?
Due to fraud risks and high charges we do not accept PayPal* or Moneybookers. We do not trade with StormPay or PICPay either. *We can, however send funds TO your PayPal account, see our SELL page for details
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2. What are your minimum order limits?
Our minimum fees are either GBP15, USD$15 or EUR15 depending on where you are in the world and the bank you are sending your money too. So as long as your order is more than the minimum fee you are covered.
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3. What are your maximum order limits?
The MAXIMUM UK domestic bank deposit/transfer amount is 5k. There are no International bank wire limits.
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4. Do I need a Purchase Order or Invoice Number?
No. The London Gold Exchange makes life simple for you. Just mention your Order number in your payment memo.
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5. Why should I pay 4-6% commission?
The Gold & Silver Reserve Inc (G&SR) fee for exchanging GBP into e-gold is 2%. This is made up of the difference between the in exchange and out exchange spread. G&SR have decided not accept exchanges less than 10000 GBP. This is where The London Gold Exchange comes in, we will exchange currency into e-gold for you.
Also, as a Market Maker of e-Bullion, Pecunix, C-gold, Liberty Reserve and V-Money we have to purchase large amounts to qualify for wholesale rates.
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6. How long will it take to get my Digital Currency?
Bank Transfers (Internet banking) from UK banks can take between 1-3 business days to reach our accounts and International bank wires can take between 1-3 days depending on the bank sending the funds.
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8. How can I make sure The London Gold Exchange pays the correct Digital Currency account?
It is vital that you include your Digital Currency account number with payment. You may also include your account name for a cross check.
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9. What will The London Gold Exchange place in the memo of my spend transaction?
Your Order Number as a reference. If you'd like other reference numbers or text placed in the spend to you, let us know and we'll be happy to do it.
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10. I can't access my Digital Currency in my London Gold Exchange account?
That's because you don't have a London Gold Exchange account!!
You send us money so we can exchange the money to Digital Currency and add this to your Digital Currency account. You do not hold an account with us, we are just the go-between (a bit like a bureau de change). You have to be a member of our website, but you never hold an account with us, as we don't operate an account system.
To access your Digital Currency you need to log into the relevant Digital Currency account. To transfer Digital Currency to other people you log into your Digital Currency account and perform a transfer.
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Privacy
1. Will you sell my name and/or address?
Absolutely not. The London Gold Exchange will not reveal any information about you to third parties
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2. Why must I include my Digital Currency account name and other details?
We ask you to include your account name and account number to double check we are spending your gold to the right account! We ask for other details in order to verify who you are. We may decide to contact you, verifying your order.
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3. How can I trust The London Gold Exchange?
This website is owned by LGE International Ltd. We are an offshore company registered in Belize. We have an office in London, England and Hong Kong:
LGE International Ltd, 3705 Bank of America Tower, 12 Harcourt Road, Central, Hong Kong
Our UK Payment Agents are:
Vela Business Limited, Suite 777, 6 Slington House Rankine Road, Basingstoke, Hampshire RG24 8PH, UK MLR Certificate 12282250
Our International Payment Agents are:
MEI SHANG(INTERNATIONAL)CO.,LIMITED Suite A, 18/F, Kingswell Commercial Tower, 171 Lockhart Road, Wanchai, Hong Kong
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Problems
1. Who do I contact about problems or questions regarding my Digital Currency account?
You need to contact the support desk of the actual Digital Currency unless your question is specific to a particular payment to The London Gold Exchange.
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2. What if I need to contact The London Gold Exchange?
Please go to our Support Page and fill out the support form. We do not have a telephone call center as we conduct all our communication via e-mail.
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Refunds, Returns and Cancellations
1. What is your return, refund and cancellation policy?
If you believe you have made a payment in error or have any other issues or questions related to your payment history with London Gold Exchange, please contact our Customer Service department via the Support page.
We GUARANTEE your satisfaction at London Gold Exchange. We provide all our members with a refund, return and/or exchange policy on all Digital Currency trades.
If you cancel your order or change your mind about buying before we actually process the order there is no charge to cancel. If you have sent your payment to us, we can return your funds less any bank or financial institution transaction fees.
Once we have completed an order and sent a confirmation e-mail, the transaction may not be canceled. But it can be reversed, if you send the exact amount of Digital Currency back to the originating account (our account) within 24 hours, we will return your funds less market value fluctuations and any bank or financial institution transaction fees.
If you want to return Digital Currency back to us after the 24 hour period, you are able to do so by placing a Sell order on our web site. Current fees and rates apply.
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Security Alerts
1. Fake Job Offers and Fake Checks?
Please click here if you have received a job offer or a fake check that looks like it was sent from us.
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Technical Problems
1. I'm a member but now I can't login?
If you have cookies switched off or have a high privacy level setting for you browser this may prevent access. You can add us an 'override' web site so we are accepted by your browser without compromising your security level. Open your browser, go to Tools > Internet Options > choose the Privacy tab > in the Web Sites section, click on Edit > add our web address
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2. Member Security Error. Error Code: 1001IP?
We have security measures in place to avoid hackers, this allows only 3 attempts to join or place orders within a 24 hour period. If you get this error you have to wait 24 hours before you can try again.
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Telephone Verification
1. How do I complete Telephone Verification?
Its easy because we call YOU! It is an automated system so all you need to do it select 'Telephone' from the verification item pick list when you are on the Verification page.
To go directly to the Telephone Verification page click here (you must be logged in).
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2. I do not have a Fixed Line or Land Line Telephone?
We can now accept contract Mobile/Cell Phones (if accompanied with a copy of the phone bill). We cannot accept Pre-Paid phones or IP Phones because of security concerns. If you are not able to complete Telephone Verification, you will be unable to use our service.
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3. I am confused! How do I enter my phone number correctly?
To make sure we call the correct number and do not inconvenience you with failed or misdirected calls please look at the following example. Example: Your Country Code: 12 (This number is automatically generated) Your Area Code: 345 (Make sure there are NO zeros in front) Your Phone No: 6789100 (Do not include your country code or area code in this part) So these 3 sections make up one full phone number 12345678910 (This is the number we will call) NOTE: Use numbers only. Remove all hyphens, spaces and brackets etc.
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Verification
1. Why do I have to be Verified?
We are sorry that we have to implement so much security to allow the purchase of Digital Currency, but it is essential due to massive Internet fraud and the targeting of this industry by thieves and organised crime gangs. We have to deal with auction fraud, identity theft and phishing all the time and because Digital Currency is non refundable, it is near impossible to retrieve stolen funds after a crime has taken place.
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2. How do I send my ID documents to you?
Please navigate to the Verification section in the Members Area and follow the link to 'Submit a New Verification item'. Upload the documents from your PC as per the instructions and then you need to wait for our staff to review the document and 'Verify' it. The result will be shown in a table on the main Verification page within a couple of days. We do not accept ID documents by e-mail, but you can fax them to our UK office if you are having difficulty.