Frequently Asked Questions

Do I Need To Create a Silver Bullion HK account?

Yes. You first need to create a Silver Bullion HK account. To access S.T.A.R. Storage services, including S.T.A.R. Grams, you must also complete the applicable S.T.A.R. Storage onboarding and verification requirements.

How Do I Upgrade my account to a S.T.A.R. Storage account?

You can apply for S.T.A.R. Storage through your Silver Bullion HK account. You must be at least 18 years old to open a Personal Account. Additional identification, bank account and compliance information may be required before your S.T.A.R. Storage access is approved.

What are the different types of accounts in S.T.A.R. Storage?

Silver Bullion HK currently offers Personal and Joint Accounts:

Company and Trust Accounts: These account types are not yet available and will be available soon.

What is S.T.A.R. Storage?

S.T.A.R. stands for Secure, Tax Free, Audited and Reserved. It describes Silver Bullion HK’s storage framework for customer-owned precious metals.

Silver Bullion HK currently makes S.T.A.R. Grams available under this framework. S.T.A.R. Parcels will be available soon.

What are S.T.A.R. Parcels, and are they currently available?

S.T.A.R. Parcels will allow customers to own specifically identified physical bullion products, such as individual bars or coins, under the S.T.A.R. Storage framework. S.T.A.R. Parcels are not yet available through Silver Bullion HK and will be available soon.

About S.T.A.R. Grams

What is S.T.A.R. Grams?

S.T.A.R. Grams gives you fractional legal-title ownership of identified physical precious metals such as gold, silver and platinum. Your ownership is measured by weight and recorded against physical bullion held within the S.T.A.R. Storage framework.

Completed S.T.A.R. Grams Holdings represent legal ownership of physical metal rather than merely a contractual claim against Silver Bullion HK.

Do I really own the metal, and is it on Silver Bullion HK’s balance sheet?

Yes. Your S.T.A.R. Grams Holdings represent your fractional ownership interest in physical bullion of the relevant metal type. Customer Holdings are not treated as Silver Bullion HK’s beneficial assets merely because Silver Bullion HK administers or arranges custody of the bullion.

The structure is intended to preserve customer ownership separately from Silver Bullion HK’s own assets, subject to applicable law and mandatory insolvency rules.

Is this how other fractional precious metal programs work?

Not necessarily. Different providers may use different legal structures. Some products may give the customer a contractual claim or beneficial interest rather than direct ownership of the underlying metal. S.T.A.R. Grams is structured as fractional legal-title ownership of identified physical bullion.

Can the bars supporting my S.T.A.R. Grams change?

Yes. For operational purposes, the particular bars supporting S.T.A.R. Grams may be consolidated, substituted, reallocated or reassigned within the storage records. This does not change your recorded quantity or ownership interest. Your completed Holdings must continue to be backed by qualifying physical bullion of the relevant metal type.

How are S.T.A.R. Grams different from account-based precious metal claims?

In some account-based precious metal arrangements, the customer has a contractual claim against the provider rather than direct legal ownership of identified physical bullion. With S.T.A.R. Grams, your Account records fractional legal-title ownership of identified physical bullion, fully backed within the storage arrangements.

Silver Bullion HK does not use Customer Holdings as collateral for its own obligations.

Do multiple customers share ownership of the same bar?

Yes. Multiple customers may each directly own a fractional interest in the same identified bar. Each customer’s ownership interest is separately recorded. The bar is not double counted, and your recorded S.T.A.R. Grams quantity and ownership interest remain identifiable in the ownership records.

How many grams are in a troy ounce (oz)?

S.T.A.R. Grams are denominated in grams. Precious metal spot prices are commonly quoted per troy ounce. The following approximate conversions may be useful:

Reference: 1 troy ounce is approximately 31.103 grams.

Backing and Transparency

How are the bars backing S.T.A.R. Grams tracked?

The physical bars backing S.T.A.R. Grams are tracked through LOCKE Ledger, a blockchain-based bar-tracking and transparency system.

The physical bullion records in LOCKE Ledger are maintained and updated by The Safe House, the vault operator.

When bullion is received into the vault, The Safe House verifies the physical bars and records the relevant information in LOCKE Ledger. This may include the bar serial number, weight, photographs, testing information and storage location.

The Safe House also records when specific physical bars are designated to support S.T.A.R. Grams. Silver Bullion HK cannot simply add additional bars to the S.T.A.R. Grams backing records on its own. The corresponding physical bullion must first be received and verified by The Safe House before it can be recorded as backing S.T.A.R. Grams.

LOCKE Ledger is designed to provide an immutable blockchain-based record. Once a record is written to the ledger, it cannot be silently overwritten or deleted. Any subsequent update must be recorded as a new transaction, preserving the history of the record.

This creates an additional control between Silver Bullion HK’s customer ownership records and the physical bullion actually held in the vault.

Where can I see the bars backing my S.T.A.R. Grams and my portion of them?

You can view information about the physical bars backing your S.T.A.R. Grams through your Silver Bullion HK account. Go to Manage Holdings to see the bars supporting your Holdings and the relevant information made available for them.

Your Silver Bullion HK account records your S.T.A.R. Grams quantity and your fractional ownership interest in the relevant physical bullion.

LOCKE Ledger provides the corresponding physical bar record maintained by The Safe House. It helps provide transparency that:

This gives customers an additional way to verify that their S.T.A.R. Grams Holdings are supported by physical bullion, rather than relying only on Silver Bullion HK’s internal customer account records.

Buying and Selling

Can I set up automatic purchases or dollar cost averaging?

Yes, where the recurring purchase feature is available on your account. You can select the metal, amount and frequency. A recurring purchase will only proceed when sufficient Cash Balance is available.

What does “Pre-Order” mean, and why does it happen?

A Pre-Order may appear when the physical bullion currently available for assignment to S.T.A.R. Grams has already been fully assigned. Because S.T.A.R. Grams must be fully backed, completion of the Order is paused until eligible physical bullion becomes available.

A Pre-Order does not mean that you already own metal that has not arrived. Your ownership is recorded when eligible physical bullion becomes available and the transaction is completed and recorded to your Account.

How Can I Place Buy Orders Online?

Go to the S.T.A.R. Grams page in your Silver Bullion HK account, select your metal, and enter either the number of grams or your budget amount. Review the quoted price and confirm the Order within the time shown on the Platform. The applicable price becomes binding when the Order is submitted and the price is locked.

Is there a minimum purchase or Sellback requirement?

The current minimum purchase or Sellback quantities are:

Minimum quantities may change from time to time. Please refer to the S.T.A.R. Grams page for the current minimum.

How Can I Place Sell Orders Online?

Go to the S.T.A.R. Grams page in your Silver Bullion HK account, select the relevant metal, enter the amount you wish to sell, review the quoted price and confirm the Sellback within the time shown on the Platform. The Sellback becomes binding when it is submitted and the applicable price is locked.

Can I Place Orders Over The Phone?

No. Orders and Sellbacks must be submitted through the channels made available in your Silver Bullion HK account. Our team can assist with general questions but cannot place an Order on your behalf by telephone.

How Will I Receive Payment For My Sellbacks?

Sellback proceeds may be settled through the payout methods and currencies currently made available by Silver Bullion HK. Supported options include eligible bank payouts in HKD, USD or CNY and supported cryptocurrency payouts, subject to the options shown on the Platform and applicable verification and compliance checks.

Silver Bullion HK does not send Sellback proceeds to an unrelated third party.

Can I Cancel My Order or Sellback?

Once an Order or Sellback becomes binding and the price has been locked, it is final and cannot normally be cancelled simply because the market price moved or you changed your mind.

Silver Bullion HK may consider a cancellation request in exceptional circumstances at its discretion. If cancellation is accepted, the applicable Cancellation Fee and Market Loss Charge may apply in accordance with the Schedule of Charges and Terms of Service.

How Do I Request a Cancellation?

Cancellation requests must be submitted through the channel specified by Silver Bullion HK during normal business hours. Cancellation requests are considered only in exceptional circumstances and approval is not guaranteed.

Storage Fees

How are storage fees calculated and charged for S.T.A.R. Grams?

Storage fees are calculated based on your Holdings in accordance with the current Schedule of Charges. The applicable rate, calculation method, minimum fee and deduction method should always be checked against the current published Schedule of Charges.

Redemption

Can I redeem my S.T.A.R. Grams into physical bars?

No. Physical redemption of S.T.A.R. Grams into physical bars is not currently available through Silver Bullion HK. You may instead submit a Sellback for your S.T.A.R. Grams.

Can I directly convert gold grams into silver grams or another metal?

No. There is no direct conversion between metal types. You would first sell the existing S.T.A.R. Grams and then separately purchase the other metal using an available payment method or Cash Balance, subject to pricing and availability.

Can Another Person, Company, or Trust Pay for My Order?

As a general rule, no. Payments must come from a payment source accepted for the Customer and consistent with the ownership of the Silver Bullion HK Account. Silver Bullion HK may reject, hold, review or return payments from an unregistered or third-party source.

For a Joint Account, the accepted payment source must comply with the applicable account and payment requirements.

What Forms of Payment Do You Accept?

Silver Bullion HK currently supports the following payment methods for eligible transactions:

Can I buy and sell using cryptocurrency?

Yes. Silver Bullion HK currently supports buying and selling using the following cryptocurrencies for eligible transactions:

Please follow the cryptocurrency instructions shown on the Platform and use only the supported cryptocurrency and network displayed for the transaction. Cryptocurrency transactions remain subject to applicable verification, screening and compliance checks.

Do I Need to Pre-Fund My Account Before Placing an Order?

Not necessarily. Where pre-funding is available, you may transfer funds to Silver Bullion HK for an anticipated transaction and place an Order later. You may also place a binding Order first and then settle it within the payment deadline stated by Silver Bullion HK, where that option is made available for the transaction.

Any Cash Balance is maintained only as an ancillary transactional balance. It is not a bank deposit, savings account, stored-value account, remittance facility or general-purpose payment account. Unused or excess balances may be returned through an accepted payout method.

Why Does Your Bank Account Not Have an IBAN?

Hong Kong banks do not generally use the International Bank Account Number (IBAN) system. International transfers to Hong Kong are normally routed using the bank’s SWIFT/BIC code together with the relevant bank account details. Please use the current banking instructions shown on the Silver Bullion HK Payment Options page.

What Currency Can I Make My Purchases In?

Eligible transactions may be priced and settled using the fiat currencies and cryptocurrencies currently made available by Silver Bullion HK. Supported fiat currencies currently include HKD, USD and CNY. Supported cryptocurrencies currently include BTC, ETH, LTC, BCH, USDT and USDC.

What is the Silver Spot Price, and Why Do Prices Change?

The silver spot price is a reference price for wholesale silver in the international market, commonly quoted in US dollars per troy ounce. Precious metal prices are influenced by trading activity across major global markets and can change throughout the trading day.

Silver Bullion HK’s executable customer prices may also change as foreign exchange rates move, even if the underlying metal reference price is unchanged.

Why Has the Silver Spot Price Not Been Updated?

Some major precious metal markets close during weekends and market holidays. During those periods, the normal reference markets may not be actively updating until trading resumes.

Why is Silver Priced Above The Spot Price?

Spot price is a reference price for wholesale metal. A finished physical bullion product can include additional costs such as:

The resulting premium can vary by product, manufacturer, size, supply, demand and availability. Physical backing alone does not determine a customer’s legal ownership rights. Under Silver Bullion HK’s S.T.A.R. structure, the customer’s rights are determined by the applicable ownership arrangement and Terms of Service.

Why Do Prices Change While I Am Shopping?

Precious metal prices and foreign exchange rates can move continuously. Prices displayed before final confirmation are indicative. The applicable transaction price is locked only when your Order or Sellback is successfully submitted and confirmed in the manner specified by Silver Bullion HK.

How Can I Review My Past Orders?

After logging in to your Silver Bullion HK account, open your Order History to review past transactions and the information recorded for each Order or Sellback.

What Is The Sellback Price of S.T.A.R. Grams And Are There Charges For Sellback?

The current S.T.A.R. Grams Sellback price is displayed on the applicable S.T.A.R. Grams page. Where Silver Bullion HK offers Sellback at spot without an additional Sellback fee, the price shown at confirmation is the applicable transaction price. Please refer to the current S.T.A.R. Grams page and Schedule of Charges for the latest pricing and fees.

Can I Receive Sellback Proceeds In Another Currency?

Where available, Sellback proceeds may be settled in HKD, USD or CNY, or in a supported cryptocurrency such as BTC, ETH, LTC, BCH, USDT or USDC. The available payout options for a particular Sellback will be shown on the Platform and remain subject to the Terms of Service, applicable verification and compliance requirements, and available payment arrangements.

How do I update my phone number, email address or Linked Bank Account?

Changes to account information must be made through the process made available by Silver Bullion HK. Changes to sensitive information, including your phone number, email address or Linked Bank Account, may require additional identity verification. A change to your Linked Bank Account is treated separately from an ordinary contact-detail update because it changes the account through which payments or payouts may be made.

What if somebody gets a hold of my username, password and OTP and buys or sells metals on my behalf?

If someone gains unauthorised access to your account, please change your password and contact Silver Bullion HK immediately. We may delay or restrict transactions, withdrawals, payouts or account changes where there are concerns involving unauthorised access, fraud, scams, coercion or account security.

What if somebody changes my bank details and tries to withdraw my money?

Sellback proceeds, refunds and Cash Balance withdrawals are paid only through a payout method accepted for your account. Sensitive account changes may require additional identity verification before they are accepted. Please contact us immediately if you believe your account has been compromised.

Is my connection secure?

When you access the Silver Bullion HK platform through HTTPS, communications between your device and the platform are encrypted using industry-standard security protocols.

Is Two-factor Authentication (2FA) available?

Yes. You can set up Two-factor Authentication on your Silver Bullion HK account using SMS or a Time-based One-time Password (TOTP) generated through an authenticator application.

To set up 2FA, go to your account Settings page and follow the instructions under the Two-factor Authentication section.

What is Passkey and is Passkey available?

A passkey is a security feature that can be used to authenticate access to your account and sensitive actions using a trusted device, such as through fingerprint, facial recognition or the device screen lock. Where Passkey is available on your account, follow the instructions in the Passkey section of your account Settings. Only create or store a passkey on a device that you control and trust.

Besides Silver Bullion HK, who checks that the bars backing my S.T.A.R. Grams are stored in the vault and that ownership records are correct?

The S.T.A.R. Grams framework uses several layers of verification to confirm the physical backing and ownership records. Photographs and available bar information are also made available through LOCKE Ledger.

Where is my bullion stored?

Bullion supporting Silver Bullion HK’s S.T.A.R. services is stored in Singapore in The Safe House vault at The Reserve. The Reserve is the Group’s purpose-built precious metals facility, and The Safe House operates the vaults within The Reserve.

Who has access to my personal profile information?

Your personal information can only be accessed by authorised personnel who need it to administer your account, provide services to you, or carry out required compliance and operational functions.

Where necessary for a specific purpose, limited information may also be shared with another Silver Bullion Group entity or approved service provider, for example to support vaulting or custody arrangements, an audit, payment processing or an insurance claim. Any access or disclosure is limited to the information reasonably required for that purpose.

Silver Bullion HK does not sell, rent or trade your personal data for unrelated third-party marketing purposes.

How do I know that the bullion backing my S.T.A.R. Grams is genuine?

Silver Bullion HK uses controls intended to establish the identity and genuinity of bullion entering the S.T.A.R. framework. Depending on the bullion and source, these controls may include:

Is the bullion backing my S.T.A.R. Grams audited?

Yes. The bullion backing S.T.A.R. Grams is regularly audited and can also be reviewed through LOCKE Ledger, where you can view available details and photographs of the bullion backing S.T.A.R. Grams.

Does Silver Bullion HK offer Transfer on Death?

No. Silver Bullion HK does not currently offer a Transfer on Death, or TOD, designation for Personal Accounts.

What happens if I die?

Once Silver Bullion HK is notified of your death, activity on the affected account may be restricted while the proper authority is established. We may require documents such as a death certificate, probate, letters of administration, grant of representation or other evidence appropriate to the circumstances.

Family relationship or access to the customer’s email, phone or account does not by itself give a person authority to deal with the account.

What happens if one Joint Account holder dies?

A Silver Bullion HK Joint Account is subject to the right of survivorship under the Joint Account terms. If one joint holder dies, the surviving holder retains ownership and control of the Joint Account, subject to satisfactory evidence of death, applicable law and any continuing lien, security arrangement or other obligation affecting the Holdings. This is different from a Transfer on Death designation.

What happens if a Joint Account holder loses legal capacity?

If we are notified that a Joint Account holder may have lost legal capacity, we may place the affected account or instructions under review while we verify the proper authority to act. We may require appropriate supporting documents and may restrict activity until we are satisfied that the account can be operated lawfully and securely.

What happens if I lose legal capacity?

Silver Bullion HK may place the Account or affected instructions under review while the authority of the person seeking to act is verified. Depending on the circumstances, we may require an enduring power of attorney, guardianship order, court order or other acceptable evidence of authority.

What happens if Silver Bullion HK can no longer provide the S.T.A.R. Grams service?

Customer Holdings are recorded as customer property rather than as assets beneficially owned by Silver Bullion HK. Silver Bullion HK maintains ownership records and recovery arrangements intended to allow customer Holdings to be identified and reconstructed following a material operational disruption or insolvency.

Customer Holdings held under the applicable bailment structure are intended to remain customer property and not form part of Silver Bullion HK’s beneficial estate, subject to applicable law and mandatory insolvency rules.

Where is Silver Bullion HK located?

Silver Bullion (Hong Kong) Limited
Unit B, 20/F
228 Electric Road
North Point
Hong Kong

Operating Hours: Mondays to Fridays, 10:00 am to 6:00 pm. Closed on weekends and public holidays.

Silver Bullion HK does not currently operate a walk-in retail bullion shop in Hong Kong.

Does the business of Silver Bullion HK connect with Silver Bullion Singapore?

Silver Bullion (Hong Kong) Limited and Silver Bullion Pte Ltd in Singapore are separate companies within Silver Bullion Group. Customer accounts and product eligibility are maintained separately by the relevant company.

Group companies may provide technology, compliance, vaulting, administrative or operational support to each other where appropriate and permitted. The physical bullion supporting Silver Bullion HK’s S.T.A.R. services is stored within the Group’s Singapore storage framework.

Can I convert my Personal Account to a Joint Account, or vice versa?

No. A Personal Account and a Joint Account are different legal ownership arrangements. If you require a different account type, you must open the appropriate account and complete the applicable onboarding process.

Can I transfer S.T.A.R. Grams to another Silver Bullion HK customer?

No. S.T.A.R. Grams cannot currently be transferred between customer accounts.

Can I transfer S.T.A.R. Grams from Silver Bullion HK to my Silver Bullion Singapore account?

No. Silver Bullion HK and Silver Bullion Singapore maintain separate customer relationships and accounts. S.T.A.R. Grams cannot currently be transferred between the two.

Can I transfer bullion that I already own into Silver Bullion HK S.T.A.R. Storage?

No. Customer-supplied bullion and third-party Transfer-Ins are not currently accepted as part of the standard Silver Bullion HK service.

Can I buy physical bullion from Silver Bullion HK?

S.T.A.R. Parcels are not yet available but will be available soon. Once launched, customers will be able to purchase eligible physical bullion products for storage under the Silver Bullion HK S.T.A.R. Storage framework.

Silver Bullion HK does not currently operate a walk-in retail bullion shop or offer physical retail collection in Hong Kong. In the meantime, eligible customers can buy and sell S.T.A.R. Grams through their Silver Bullion HK account.