The Perth Mint is carrying out a planned business system upgrade from 2.00pm AWST (GMT+8) Friday 26 November though to 8am AWST Tuesday 30 November 2021.
Please see below a list of frequently asked questions providing further details of how you may be affected during this upgrade, which includes the deployment of our new website.
We apologise for any inconvenience this may cause and thank you for your patience and understanding.
1. General
2. Bullion and collector websites
3. Depository online (DOL)/GoldPass
4. New website
5. Shop and exhibition
6. Contact details
1. General
Which online services will be affected?
The following Perth Mint websites and associated services will be unavailable from 2.00pm Friday 26 November for the duration of our systems upgrade:
• perthmint.com
• perthmintbullion.com
• perthmint.com/storage
• GoldPass mobile app
During the upgrade period you will be unable to login, reset your password, update your details, subscribe to emails, register a new account, or use your existing account to buy:
• Coins, gifts or jewellery
• Bullion coins or bars for delivery
• Bullion for storage (including selling)
While you will be able to login to GoldPass during the upgrade, you will be temporarily unable to buy, sell or transfer your holdings.
Is my account and information safe during the upgrade?
All accounts, personal data and precious metal holdings will remain secure and unaffected during this time.
When will the website and associated services be available again?
The upgrade is expected to be completed by 8.00am (AWST) Tuesday 30 November. We will contact you immediately if for any unforeseen reason the new website is not available at this time.
Am I able to visit the Shop and Exhibition during the upgrade?
Visitor admission to The Perth Mint will cease at 2.00pm on Friday 26 November until 9am (AWST) Tuesday 30 November. On 26 November prior to 2.00pm, limited services will be available in the Shop and a restricted number of tours will be available.
Please see 5. Shop and exhibition for further information.
Why did you not communicate this information to me earlier?
The Perth Mint has communicated the system upgrade ahead of time via notices on its websites, a dedicated notice page, several email communications and via its social media channels. If you are an existing account holder and have not received an email, please check your spam folder or confirm your email address with us to ensure we have the most up-to-date contact information moving forward.
2. Bullion and collector websites
When will perthmint.com and perthmintbullion.com go offline?
You will be unable to purchase collectables at perthmint.com or bullion from perthmintbullion.com as of 2.00pm on Friday 26 November.
If there are purchases in my cart when the websites go offline, will those items be in the cart when the new system comes online?
No. Any items in your cart when the websites go down will be removed. Please complete your order prior to 2.00pm on Friday 26 November or re-order on Tuesday 30 November.
When will the new website go live and what is the address?
Scheduled to go live at 8.00am on Tuesday 30 November, you will find our new website at perthmint.com.
Will my existing password continue to work?
As a collector and/or bullion coin account holder, you will be prompted to reset your password. Once complete, you will be able to purchase mixed orders of collectable and bullion coins in a single transaction.
Will my existing bookmarks continue to work?
Your existing bookmarks will take you to a temporary notice page during the system upgrade. Once the work is complete, your bookmarks will work as usual. However, we recommend you visit perthmint.com to explore the new website and bookmark new pages.
3. Depository online (DOL)/GoldPass
When will perthmint/storage.com go offline?
You will be unable to buy or sell precious metals via your DOL account from 2.00pm on Friday 26 November.
What if I am in the middle of a buy/sell transaction when the system goes down?
Your transaction will not be completed in this instance. You will be required to re-enter the transaction details once the system comes back online at the then-current spot price.
What happens if I make a funds transfer on Friday 27 November?
Fund transfers completed immediately prior to 2.00pm on Friday 27 November may experience a delay of up to two working days from the system being back online.
When will the new website go live and what is the address?
Scheduled to go live at 8.00am on Tuesday 30 November, our new website will be found at perthmint.com.
Will my existing password continue to work?
As a DOL client with a storage account, your password is unaffected.
I’m a GoldPass customer. What does it mean for me?
The GoldPass app will remain accessible via your smartphone, meaning you may login to your account during the systems upgrade. However, trades will be unavailable, including buy/sell, fund deposit or withdrawals, sharing of metal and requests to redeem physical. In addition, Australian customers with a PMGT wallet will be unable to convert their holdings to GoldPass certificates.
Are you allowed to shut me out of my account?
As per our terms and conditions for DOL, we are authorised to carry out maintenance at any time. While we aim to undertake such work outside of trading hours, this cannot be guaranteed and is at times unavoidable.
Our DOL terms and conditions state:
14. SYSTEM AVAILABILITY
(a) We will use our best endeavours to ensure that the Depository Online system remains accessible and available to you during Australian business trading hours. However, you acknowledge and agree that there may be times during which the Depository Online system is inaccessible, such as for maintenance, repairs or other unexpected activities.
(b) You are aware and you agree that in the event of a planned and announced interruption of our services, your outstanding order(s) remain(s) in force after our services have been resumed. Any order(s) will be filled by us at the first available opportunity and you accept full responsibility for any losses or damage.
(c) We will not be liable for any losses or damage resulting from any planned or unplanned interruptions of our services.
Our GoldPass terms and conditions are reproduced below:
(d) We do not warrant that You will have continuous access to the Website, App or System. We will not be liable in the event that the Website or App or the full functionality of the System is unavailable to You or due to computer downtime attributable to malfunctions, upgrades, preventative or remedial maintenance activities or interruption in telecommunications supply.
4. New website
When will The Perth Mint website and associated services be back up?
The upgrade is expected to be completed by 8.00am Tuesday 30 November.
What is the new site’s web address?
www.perthmint.com
Will I notice any difference when I visit the new Perth Mint website?
Yes. The new website is designed to significantly improve your online experience and will have a completely new look and feel.
Some of the benefits include:
• Enhanced account security with multi-factor authentication
• Easy to setup bullion investment accounts for immediate transactions
• Ability to order bullion and numismatic (collector coins) items together
• Enhanced online shopping experience which includes simpler search and site navigation, and a faster checkout process for ease of ordering
Will I be able to login as normal?
Clients with accounts previously registered on perthmint.com and perthmintbullion.com will need to reset their password when logging into the new website for the first time. Instructions and a ‘How to’ video will be provided to ensure this process is as easy as possible.
Customers of Depository Online (DOL) and GoldPass will not need to reset their account passwords.
5. Shop and exhibition
What services are available in the Perth Mint Shop prior to 2.00pm on Friday 26 November?
During this period, the Shop will be open to visitors for the following services:
• Purchases of gold, silver and platinum bullion products
• Buy backs of eligible jewellery and bullion products
• Purchases of jewellery, gifts and other non-coin items
• Purchases of Gold Tour tickets
NB Although The Perth Mint Shop is open until 2.00pm on Friday 26, no numismatic (collector coins) will be available for sale on this day.
What Perth Mint Gold Tours are available on Friday 26 November?
Unless sold out, Gold Tours commencing at 10.30am, 11.30am and 12.30pm are available on this day.
6. Contact details
Can I call/email The Perth Mint while the website is down?
If you would like to speak to or email a member of our Customer Service team, we will be available to answer your enquiry between 8.30am and 5.00pm on Friday 26 November and Monday 30 November (excludes Saturday and Sunday).
Please note, information provided will be general in nature. Our Customer Service officers will not have visibility of any business systems during the upgrade period and will be unable to confirm the status of any orders until Tuesday 30 November.
Coins, collectables and bullion
1800 098 817 (Australia)
+61 8 9421 7218 (International)
[email protected]
Storage accounts
1300 651 465 (Local call)
+61 8 9421 7250 (International)
[email protected]
[email protected]
The Perth Mint Shop*
1300 366 520 (Local call)
+61 8 9421 7376 (International)
[email protected]
* During the upgrade period, phones/emails will only be answered on Friday 26 and Monday 30 November, including The Perth Mint Shop.
