Support

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How can we help?

Whether it's your account, a gold question, or something else — we're here.

All systems operational · Support available now

Email us

For account questions, compliance queries, or anything that needs a considered response. We read and reply to every message.

Typically within 1 business day

[email protected]

In-app chat

The fastest way to reach us. Open the Troygold app and tap Support. Available 7 days a week.

Mon – Sat, 8am – 8pm SAST

Open the app

Quick question?

Check our FAQ section below — we've covered the most common questions about gold, your account, fees, vaults, and the card.

Instant answers, no waiting

Browse FAQs

In-app chat

Mon – Sat

8:00am – 8:00pm SAST

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Use the form to send us a message about your account, a transaction, a product question, or general feedback. We read every message.

Response time

We aim to respond to all messages within one business day. For urgent account issues, use in-app chat for a faster response.

Account security

Never share your password with our team. We will never ask for it. Report anything suspicious to [email protected] immediately.

Registered details

Troy Gold Consolidated (Pty) Ltd
Johannesburg, South Africa
[email protected]

FICA & compliance queries

For KYC, FICA verification, or regulatory questions, write directly to [email protected].

Send us a message

FAQs

Common questions

Account & Onboarding

Download the Troygold app from the App Store or Google Play, tap "Open account", and complete the onboarding flow. You'll need your South African ID number and a selfie. The full FICA verification process typically takes under 5 minutes.

You'll need a valid South African ID number and a selfie taken in the app.

Not just yet. Troygold accounts are currently only available to South African citizens. We're working on expanding to other countries and will announce when international applications open.

Gold & Vaults

Yes. Every gram you own on Troygold is matched 1:1 by physical Krugerrand gold held in a highly secure Brink's vault in Johannesburg. Your account balance is your ownership of that vaulted gold, denominated in fine ounces and valued at the live spot price.

Your gold is stored with Brink's — the world leaders in secure logistics — with Rand Merchant Bank acting as independent custodian, and it is fully insured against loss, theft, and damage. Holdings are independently audited, and you can view the live audit on our Live Audit page.

Yes. You can request physical delivery of 1 oz Krugerrands at any time via the app — a redemption fee of 0.5% plus a R1,725 courier fee applies, and your coins are delivered door-to-door in secure packaging.

We accept Krugerrands and jewellery with a purity of at least 9 carats. A Troygold-accredited assayer will evaluate your gold and credit your account at the current spot price. Uploads carry a flat R500 courier fee.

You can send gold to any mobile number directly from your Troygold account — instantly and free of charge. If the recipient is already on Troygold, it arrives in their account immediately.

Fees & Pricing

No. Opening and holding a Troygold account is free — no monthly fee, no management fee. You pay a spread when you buy gold, a small tiered storage fee on your holdings, and usage fees only when you upload, redeem, or draw credit.

Storage is tiered by holdings: 0.5% p.a. for 10 oz or more, 0.75% p.a. for 1–10 oz, and 1% p.a. below 1 oz — charged monthly in gold, with insurance included. You can view the full fee schedule on the Pricing page.

When you buy, you pay above the live spot price on a tiered scale — +5.5% for 1 oz or more, +7% for 0.1–1 oz, and +8.5% below 0.1 oz — which includes the Krugerrand premium. When you sell, you receive spot +0.5% regardless of amount. The rate is always shown before you confirm.

Compliance

Troy Gold Consolidated (Pty) Ltd is registered as a High Value Goods Dealer with the Financial Intelligence Centre (FIC) of the South African Reserve Bank (SARB). We are FIC-compliant and subject to FICA regulations. Troygold is not a bank and does not accept deposits.

We take your privacy seriously. We collect only the data necessary for identity verification, regulatory compliance, and service delivery. We do not sell your data to third parties. You have the right to request, correct, or delete your personal information at any time.

The fastest support is in the app.

In-app chat connects you directly with the Troygold team — no ticket numbers. Download the app to get started or to reach us instantly.

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Complaints

Not happy with our response?

We take all complaints seriously. If you're not satisfied with how we've handled your query, you have the right to escalate — here's exactly how.

All complaints submitted to us are acknowledged within 2 business days and resolved within 20 business days in line with FSCA requirements.

Contact Troygold directly

Email [email protected] with a description of your issue and the resolution you're seeking. Include your account email and any relevant reference numbers.

[email protected]

FAIS Ombud

If you're not satisfied with our response within 20 business days, you may refer your complaint to the FAIS Ombud, which provides free independent dispute resolution.

faisombud.co.za

FSCA

The Financial Sector Conduct Authority (FSCA) supervises financial institutions in South Africa and can be approached for conduct-related complaints.

fsca.co.za

Hello.How can we help?

Email us

In-app chat

Quick question?

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Send us a message

Common questions

The fastest support is in the app.

Not happy with our response?

Hello.
How can we help?

We'll get back
to you shortly.