Frequently Asked Questions (FAQ)



GOGOLD PRODUCT

1. What is GoGold?
  GoGold is a simple and cost-effective way to own Digital gold in quantities to suit all budgets, you are able to buy, invest and accumulated Digital gold in fractional amount with multiple redemption options to physical Minted gold bar.
Note:
1.1) U Mobile Services Sdn. Bhd. is the referral of this product.
1.2) The buying and selling of gold are powered by Ace Capital Growth Sdn. Bhd. (“ACE”) a subsidiary of Ace Innovate Asia Berhad.

2. Who owns the gold that I buy?
  ACE buys large gold bars and stores safely in the Security vault. These golds allow ACE to offer economies of scale and pass on the saving to GoGold user. When you buy Digital gold, you own it and have a legal title to it, with ACE acting as a custodian.

3. How is quality ensured?
  ACE guarantees that:
You own and have full legal title to every gram of gold in your GoGold account
The gold is the highest 24k standards and 999.9 purity accredited by London Bullion Market Associated (LMBA).
Store your gold bars private and securely in the Vault provided by the Safeguards G4S Malaysia (“SG4S”) that guarded around the clock by trained security team.
All gold held are insured for its full replacement value.
Your gold is stored securely in the Security Vault which is reconciled and accounted for each day.
ACE is Certified Shariah Compliant by Salihin advisor and all of our operations and processes are in line with the Shariah Standard on Gold.
ACE always holds more gold in the Vault than is held by our clients.


4. Who may open a GoGold account?
 
An individual above 18 years old;
Citizen and Non-citizen of Malaysia (with Malaysian NRIC and passport holder);
User of GoPayz account.
Note:
*You can download the Gopayz App from Google Play Store, Apple App Store or Huawei App Gallery and register at GoPayz platform.

PURCHASE OF GOGOLD

1. What are trading hours to perform my gold transactions?
  GoGold can be performed from 8.30 am to 11.59 pm, 365 days a year.

2. How can I be assured of the purity of the gold I buy?
  Bars of 999.9 fine gold are bearing the branded IGR™ logo and registered serial number imprinted in the gold bar to act as a Certificate. All the gold bars are meet the LBMA Good Delivery Standard to ensure the highest levels of purity and quality.

3. What is the live market price and how is the price of GoGold set?
  ACE offers GoGold at the current live market gold price, and the price is updated real time throughout the day. At checkout, the quoted price is what you would pay at that point of time. This quote will be valid for 20 seconds and need to be refreshed after the rates expired.

4. Is there a daily limit and how much money I can purchase?
 
  Initial Purchase
MYR
Subsequent Purchase
MYR
Minimum Amount 5.00 5.00
 
Maximum Daily Limit Gram Payment
GoPayz Basic Wallet Account
1000.00 MYR2,999.00
GoPayz Premium Wallet Account
MYR5,000.00
FPX*
MYR30,000 - MYR50,000

Note:
*The above limit is subject to your internet banking limit with your bank.

5. Do I need to maintain a minimum balance in my GoGold account?
  Yes, you need to maintain minimum balance of MYR5.00 in your GoGold account at all time for payment of your storage fees.

BUY BACK OF GOGOLD

1. Can I sell back my GoGold Digital gold to ACE?
  Yes, you can sell your Digital gold back to us anytime at no charge and money will be credited into your GoGold platform account using the available payment methods.

2. When will I get my fund after I sell my GoGold?
 
Payment Method Time-frame
(business days)
Credited to Bank Account 1-2
GoPayz E-wallet Account 2-4

Note:
*Business days referring to Federal Territory

STORAGE

1. Is my Digital gold safe?
  Absolutely!
Gold bars stored with SG4S are covered by insurance for its full replacement value.
Metal account statements are issued daily by SG4S to confirm the details of your holdings.
Daily reconciliations by ACE to continuously ensure the efficient accuracy and accountability.
Annual audit is conducted by Salihin at the vault facility to confirm the compliance, accuracy and transparency.
You can log into your GoGold account at any time to view your purchase and current gold bar holding including your full order history status via statement download.

2. How long I can hold on to my gold?
  There is no any minimum or maximum period imposed

3. What are the storage fees?
  Storage fees is 1% per annum based on your daily gold holding. It will be auto deducted from the available gold balance in your GoGold account at the month end or MYR1.00 equivalent in grams subject to whichever is higher. GoGold has most willing to pass the saving of the storage fee to you when GoGold reach higher AUM and economy of scales.

4. Do I have personal access to my gold?
  The gold bars are stored in high-security vault and there is no public access to any of SG4S vaults.

PHYSICAL GOLD FULFILMENT

1. How do I convert my Digital gold to Minted gold bars?
  Yes, you have an option to convert available Digital gold balance in the GoGold account to physical Minted gold bars. Each minted bar is bearing the exclusive branded IGR™ logo and sealed in protective Certificate or certiIGR security packaging that guarantee the 999.9 purity and weight.

2. What is the cost of my fulfilment fee?
 
Making Charges
Denomination
(Gram)
Making Charges/pc
(MYR)
0.5 46.50
1 43.00
2.5 77.50
5 80.00
10 125.00
4.25 82.75
21.25 233.75
50 510.00
100 860.00

Courier Charges:
Courier Charges Cost Packing Limit
WM/EM MYR15.00 per parcel 30pcs/100g

Note:
2.1) The fulfilment fee is referring to Making Charges: (Premium/Pcs + Handling Charges/Pcs + Insurance/Pcs) + Packaging & Shipping;
2.2) Packaging and shipment cost charge once only;
2.3) ACE reserves the right to revise the fulfilment cost from time to time without prior notice. The changes will base on the charges imposed by the vendor and service providers;
2.4) Maximum for physical gold fulfilment of minted gold bar is 100 gram or maximum 30 pieces each time for each parcel;
2.5) It applied to both West Malaysia and East Malaysia, delivery is available in Malaysia only.

For illustration physical gold fulfilment only.
Scenario 1: Customer convert 2 gram of physical gold – 2 pieces 1 gram
Calculation :
(Making Charges MYR43.00) x 2 pieces + (Packaging & Shipment MYR15.00)
Total customer to pay : MYR101.00

Scenario 2: Customer convert multiple of denomination - (in total 100 grams) 50 gram x 1pc, 10 gram x 3pcs, 5 gram x 4pcs
Calculation:
Deno 50 gram – (Making Charges MYR510.00) x 1 piece = MYR510.00
Deno 10 gram – (Making Charges MYR125.00) x 3 pieces = MYR375.00
Deno 5 gram – (Making Charges MYR80.00) x 4 pieces = MYR320.00
Total = MYR1,205.00 + (Packaging & Shipment MYR15.00)
Total customer to pay : MYR1,220.00

DOORSTEP DELIVERY

1. What is the estimated delivery time?
 
Destination Standard Delivery (business days)
Peninsular Malaysia 3-5
East Malaysia 5-7

Note:
1.1) Business days is for Federal Territory.
1.2) Please bear with us in case we are spending extra time in checking/ perfecting your items, particularly during the peak season.

RETURNS AND REPLACEMENT

1. Can my Minted gold bar be returned?
  We do not provide this as a general service. If you believe your case is under exceptional circumstances, please contact our customer services team.

2. What if my gold is lost during transit?
  Your gold is fully insured. If you do NOT receive your minted gold bar within the normal stipulated business days after the date of delivery application, please contact our customer services team to initiate the necessary procedure.


PAYMENT METHODS

1. What are the available payment channels?
 
FPX*
GoPayz E-wallet Account
Note:
*The service charge imposed for FPX is RM1.20 per transaction.

ORDER AND PAYMENT CANCELLATION

1. How do I cancel my order and payment?
  No cancellation can be done once the order are paid and confirmed. Please contact our customer services team for any further assistance.

ACCOUNT CLOSING

1. What is a dormant account?
  When there is nil balance in the gold balance and there has not been any debit or credit entry in the GoGold’s account in the 6 months after the date of nil gold balance.

2. How do I reactivate my dormant account?
  You are required to contact our customer services team.

3. How do I close my GoGold account?
  An account may only be closed if there are no outstanding gold balances remaining in that account. You may contact our customer services team to close your account.

FOR MORE ENQUIRIES

1. Contact Us Anytime
 
Call Us Digital Connect With Us
Customer Services Team Email us at
[email protected]
Monday - Friday: 09:00 am to 18:00 pm (Excluding Public Holiday)
018-388 3388


OTHER INFORMATION

1. Is my GoGold Account protected by Perbadanan Insurans Deposit Malaysia (PIDM)?
  GoGold account is a non-principal guaranteed product, non-interest-bearing account and it is NOT protected by PIDM.

2. Is there any risk exposed to GoGold account?
 
2.1) Investment Risk

The net return on GoGold shall depend on the market conditions of the gold market which is volatile. The returns in gold trading are uncertain and there is a risk of earning no returns and/or the possibility of incurring losses.

2.2) Pricing Risk

A decline in the value of a security or an investment portfolio excluding a downturn in the market could be happen, due to multiple factors. Investors can employ a number of tools and techniques to hedge price risk, ranging from relatively conservative decisions.

2.3) Market Risk

GoGold customer are advice to manage the risk of losses on financial investments caused by adverse price movements. Examples of market risk are: changes in gold prices, interest rate moves or foreign exchange fluctuations.

Note:
*You are advised to read and understand the Terms and Conditions of GoGold Account and register the GoGold based on your own judgment and/or on independent advice obtained.