FAQs

You can call client support on +44(0)203 915 8111.

Alternatively, you can also email us at [email protected].

Our opening/business hours are:

• Monday to Friday: 9 am – 6 pm (UK time)
• Saturday: 9am – 1pm (UK time)
• We may occasionally operate reduced hours of 9am – 5pm

If you lose your card, you need to block it via the app or by contacting us at [email protected] or [email protected]  You need to do this to prevent your funds being accessed. When you notify us, we will order you a new card. You will only be liable to a maximum of £50 resulting from transactions arising from the use of a lost or stolen card. If you do not have access to your Glint App then you can call client support and select lost or stolen card and report it stolen that way. You will need the details of your card. Once reported we will cancel the card and order a new one for you. It will be sent to the address we have on file so if you’ve moved you need to make sure you change your address.

If you wish to dispute a transaction, you should contact our Client Support team immediately. They will be able to investigate any transaction queries for you immediately. Once we investigate it, we may raise a charge back on your behalf, so please keep any supporting evidence to share with our team.

Please send us an email with your contact information and your interest to invest with Glint to [email protected]

Glint has re-introduced gold as a global currency so that it can be used in electronic payments in real-time. Glint clients can buy any amount of gold. They can then save, exchange, share or spend their gold with the Glint Mastercard.

Innovative Payment Technology

• Glint has developed and utilized a highly scalable and secure micro-services technology architecture to deliver a landmark liquidity for gold payments. Glint provides unprecedented liquidity by enabling physical gold to be settled at the point of electronic transaction.

Reliable & Independent

• Physically allocated gold is the most reliable store of value – and now Glint allows you to spend it. Through our innovative app, Mastercard and banking integration, you can use gold as money in every sense of the word. We’re taking gold out of the vaults and empowering you to spend it whenever you want.
• Our near-term vision, which is fully underway, is the creation of a gold banking service and payment business, both integrated with and independent of existing payment networks.

Fair & Transparent fees

• Transferring currencies can be complicated, as well as expensive and many companies aren’t entirely transparent about the fees they charge. Glint lets you transfer funds instantly, opening possibilities wherever you go. It’s hassle-free, and ensures you don’t get stung by hidden fees.

Choice and Control

• As you can both store and spend gold alongside international currencies, you attain a unique choice as well as an additional level of control and protection over your money.
• Glint gives you control by letting you independently store and manage your wealth outside the banking system. You can transfer money to pay bills or send funds to friends without it ever going near a bank, and there’s no reliance on government currency.

Security & Trust

• Your money is safeguarded in segregated client accounts;
• Glint’s clients know their gold is secured in a Brinks Vault in Switzerland as we conduct independent audits to verify gold holdings;
• You’ll also get instant in-app records of your transactions to help you keep track of your spending, to help you stay safe from fraud. And if you suspect any fraud you can block (and unblock) your card directly in the app.

Premiums for gold – the percentage price charged by gold wholesalers – have increased worldwide. This means Glint’s rates are also affected. The margin between the price at which we can buy gold from our liquidity provider has widened, so you will notice that the margin in the app is also wider to match the rates at which we can buy our gold. No margin has been added by Glint, the rates you see in the app are the same rates that we can trade on your behalf.

Anyone, anywhere in the world, over 18 years of age with a smartphone (iOS 10 and above) or Android (4 and above) device can open a Glint account.

At the moment, only clients residing in the UK, EEA, and the US can be issued a Glint MasterCard.

Glint reserves the right to discontinue or restrict services as well as conduct thorough customer due diligence on all client accounts at any time.

Once a customer has placed an order for gold though the Glint app, and that purchase process is completed, the customer them self owns the gold rather than Glint (or any other party). The gold continues to be held in a secure, insured and independent Brinks vault in Switzerland and this arrangement remains in place.

We currently do not support business accounts; however, you may express your business account interest by sending us an email at [email protected]

Please log out of the app and log back in to create a new one. If you need additional support, please contact Client Support.

The verification of a client is a critical regulatory process. We use these details to try and make sure you are who you say you are.

If you’ve forgotten your email, please contact Client Support.

If you’ve forgotten your password, please select ‘Forgot Password’ which is situated on the log-in page of the app. Follow the prompts within the app. If you need further help with your email/password recovery, please contact Client Support.

No, you may see an identity check on your credit report. Identity check is a type of soft search that is recorded on your credit report so that there is a transparent record of who has been viewing your credit history. This search does not affect your credit score.

UK/EEA clients will initially get a Glint account that is comprised of a gold and GBP/EUR/USD e-wallet and the ability to spend from either wallet anywhere Mastercard is accepted globally. Additional currencies will soon be added to the platform.

Your first Glint card will be valid for three years – the expiration date is shown on the front of your card. If you use your Glint card regularly, before your old card expires we will automatically send you a new one in plenty of time so you are not without a Glint card. If you have not received a card automatically and you wish to receive one please contact us at [email protected]

Remember to destroy any expired cards to avoid potential fraud.

No, not currently.

No, not currently.

No, not currently. Please tell your friends and families about Glint!

There may be a couple of reasons why your card doesn’t work:

1. You may have entered the incorrect PIN
2. It may be that you don’t have enough funds in the e-wallet you are trying to access.

Yes, you can use your Glint card as you would any other debit card. Simply enter the card details on the merchant’s site.

Your first transaction must be with CHIP + PIN to activate the contactless feature of the card.

Yes, your card is contactless. For more information about contactless cards read here.

You can spend £5,000.00 per day assuming you have the funds in your account.

The maximum you can withdraw is a total of £300.00, assuming you have the funds.

Please contact Client Support. You also have the option to block your card immediately via the app.

Unfortunately not. Currently you can only check your balance on the Glint app where you can see how much you have in each e-wallet and the net worth of your account.

There are a number of possibilities, the most common of which is:

1. It simply may be that you may not have enough funds in ewallet you are trying to use
2. The merchant doesn’t accept the card; some retailers are not CHIP and PIN enabled
3. To protect you from fraud all your card transactions must get real-time authorization. If their terminal isn’t online then it will decline your transaction. If the card continues to be declined, please contact our Client Support Team.

Yes, like any other currency simply link your card with your gold account and when you use the card the currency equivalent, plus any fees will be debited in grams from your gold account. From the transaction screen, you can see the transaction and the grams deducted.

Yes, you must have enough money in your account to make a transaction.

The quickest and easiest way to check your balance is through the Glint app.

At over 30 million locations worldwide – anywhere Mastercard is accepted.

Currently, you can access the Glint App via an iOs and Android systems.

Yes, you can still use your account to buy and sell physical gold.

If your Glint account has sufficient funds, but is declined, it is likely because the Glint Mastercard is linked to an e-wallet with insufficient funds.

Follow the below steps to link your Glint Mastercard to the correct e-wallet.

On iOS: Simply swipe the wallet you want to link your card to the right. A green button will appear on the left side of the wallet saying ‘Link card’. Press it and your card will be linked to spend out of that wallet when you make a purchase.

On Android: Simply tap the display button on the wallet, once illuminated your card will be linked to spend out of that wallet when you make a purchase.

No, not currently. You will be able to make third party payments via the app soon. We will update you as soon as this functionality is available.

If you enter the wrong PIN 3 times, your PIN will be blocked. To reactivate your PIN, please contact our Client Services team.

Yes. We may cancel or suspend your card or account immediately if we have reason to believe that your card or account is involved with fraudulent activities or possible suspicious activities.

You cannot change your PIN. Some ATM’s may still give you this option, but your request will not be honoured. You can view your PIN anytime from your Glint app.

Yes, you can freeze your card through the Glint app.

To do this, please go to your Glint profile in the app. Choose My Glint Card. Then click ‘Temporary freeze card’.

Yes. You can block your account. You will need to call us if you want us to block your account for any reason. If you block your account, you will also block your card. So please do not do this unless you are sure.

To access this, please go to your profile and select “My Glint Card,” then select “Show Pin”.

Yes. If you are certain you want to close your account, then please contact client support. We can only send the remaining funds back to the funding account in your name.

No one at Glint will ever ask you for your PIN and you should not tell anyone else either, for any reason.

If someone does ask you, do not give it to them and contact us immediately.

Once your account is set up, you can order your Glint card from the app. You should receive your card within 10-15 business days after you have successfully ordered it. Please see our fees table for card delivery charges.

Glint doesn’t currently support Apple Pay.

3D Secure 2.0 (3DS 2.0) and Strong Customer Authentication (SCA)

Online card fraud is a growing concern for any business dealing with online payments and so, to help protect our Glint cardholders we have deployed additional security measures.

3D Secure is a security protocol that aims to prevent fraud by authenticating cardholders in card-not-present transactions.

We have enabled 3D Secure 2.0 (3DS 2.0) which will add an extra layer of identity confirmation before you use your Glint card online.

3DS 2.0 is an important part of our journey, and Mastercard are planning to phase out 3DS 1.0 in October 2022.

SCA will help make your online payments more secure for users and reduce fraud.

3D Secure is a security protocol that aims to prevent fraud by authenticating cardholders in card-not-present (CNP) transactions. We enabled 3D Secure 2.0 (3DS 2.0) to add an extra layer of identity confirmation before you use your card online.

If you are using your card in person at point of sale or are at an ATM, 3DS 2.0 will not apply.

3DS 2.0 will give Glint cardholders additional peace of mind that their Glint card is not being misused by fraudsters.

How 3DS 2.0 works:
There are two payment scenarios for 3DS 2.0: frictionless flow and challenge flow.

Frictionless flow:
3DS 2.0 reduces friction in the payment flow compared to its predecessor 3DS.

3DS 2.0 helps recognise you and verify your device. 3DS 2.0 can be used to authenticate transactions from smartphones, wearables, gaming consoles – virtually any device that can be used for eCommerce.

Data required to authenticate a user and approve a transaction is exchanged in the background. You will see no additional requests (hence its name – frictionless!). No customer interaction is required for authentication.

Online merchants share transaction data with Glint which is analysed in the background, in milliseconds without you being impacted.

Your experience can be fast, easy and most importantly – secure!

External studies estimate that up to 95% of transactions should qualify as frictionless.

Challenge flow:
eCommerce transactions are screened against risk elements such as:

• value of the transaction;
• whether you are a new or existing Glint cardholder;
• your transactional history;
• behavioural history; and
• your device information.

You can expect to see added security for larger, less frequent, or riskier transactions. This is to help protect you.

For higher risk transactions you will be challenged to enter a unique one-time code – this is challenge flow, and it aims to assist verification.

A unique one-time code will be sent by SMS (text) to the mobile phone number you have registered on your Glint account. Once you have entered the correct code you will be able to complete your online transaction.

3DS 2.0 gives you an additional layer of security if your Glint card is lost or stolen.

How 3DS 2.0 is being adopted:
Regulators in the UK and Europe want to control fraud without exposing consumers to poor eCommerce checkout experiences – which is why 3DS 2.0 will be the new standard for all online payments within UK and Europe. If online businesses in the UK or Europe do not switch to 3DS 2.0 they will see an increase in rejected payments.

What happens when an online merchant does not accept 3DS 2.0?
Each eCommerce merchant will have to decide whether to implement 3DS 2.0 or not. If a merchant or online business does not switch to 3DS 2.0 it will face a serious increase in rejected payments which can lead to online cart, bag or basket abandonment.

Glint will soft decline transactions that we are unable to authenticate via 3DS 2.0. Merchants will receive and analyse soft declines so as to better understand their declines rates. This will lead to greater adoption of 3DS 2.0.

The following are some common challenge flow scenarios:

New Glint Card:
An online merchant detects that a new Glint card is being used for a transaction by a Glint client with no transactional history.
Challenge flow (authentication process) will likely be required.

Card used before at a merchant:
An online merchant (example FarFetch or Tesco’s online) already has your Glint card on their system and you have previously made payments through their platform.
You will likely not see any challenge.

Card used before at an online merchant, but you are using a new device:
If you have a purchase history with an online merchant (example Sainsbury’s online) but you are using a new device (not previously used at that online merchant) then the merchant may decide to require 3DS 2.0 authentication as there is now an unknown variable in the transaction (the new device).

Can I opt out?
No. UK and European legislation requires the implementation of SCA and 3DS 2.0 is the common standard. Therefore, it will not be possible to disable 3DS 2.0 which is a security standard.

Remember 3DS 2.0 helps prevents fraud, false declines whilst improving your online experience. It is also a key technical solution for our regulatory compliance with SCA.

Step 1: Tap the “Top Up” icon

Step 2: Select “Bank Transfer” and take a note of the account details together with your unique reference, which begins with an “X” (you can click Send to forward the details to yourself for easy access)

Step 3: Using the service provided by your bank, send your chosen amount to your Glint account (don’t forget your unique reference!)

Please note that bank transfer funds are applied every 2 hours between 10am and 4pm GMT, Monday to Friday.

Glint is an EMI. What this means for you:

By design Glint is not a bank or credit institution. It is an EMI (Electronic Money Institution) and considered by the FCA to be a non-bank payment provider. Glint is not included in the UK’s Financial Services Compensation Scheme (FSCS). The FSCS is a scheme for authorised banks, building societies and credit unions only.

As a non-bank payment provider, Glint is required by regulation to protect your money. Customer government issued, fiat money (e.g. GBP, EUR and USD) received in relation to the e-money issued or payment services we provide, is protected through a process known as ‘safeguarding’.

How we safeguard your money:

Safeguarding is a key consumer protection measure. Glint is proud to safeguard your money. We keep your money in designated, segregated accounts. This separates customer money from Glint corporate funds and Glint corporate accounts.

What does Safeguarding mean?

In the unlikely event Glint ceases to trade, you can claim repayment of your money in priority to all other creditors with the one exception (an appointed administrator may claim expenses in respect of the costs of distributing the segregated funds back to Glint customers).

We have various obligations such as:

– safeguarding your money starts immediately on receipt of funds;
– maintaining organisational arrangements that are sufficient to minimise the risk of the loss of Safeguarded fund through fraud, misuse, negligence or poor administration; and
– performing daily reconciliations to ensure that we have accurate records and accounts.

For further information please follow this link to the FCA’s website: https://www.fca.org.uk The FCA has information available to help consumers understand the differences between a bank account and an e-money account, the protections provided in each case, and what to do if FSCS protection is important to you.

Gold

For the avoidance of doubt, this information relates to safeguarding customer fiat money (GBP, EUR and USD), received in relation to e-money issued or payment services provided by Glint.

Gold is not regulated by the FCA. Customer gold is physical gold bullion that is legally allocated to each customer, stored in a Brink’s vault in Switzerland and insured by Lloyds of London. Customers have constructive possession of their Gold under law.

Glint customers can be confident that their Gold is safe, at all times.

It’s very simple. Follow these steps after logging into your Glint app:

1. On “Currencies” page select “GOLD”
2. Select “Buy or sell”
3. Enter the amount in gold (grams) you wish to SELL and select the currency (GBP, EUR or USD) you’d like to receive
4. Review your trade – and when happy Confirm.

Top tip: switch between buying or selling by using the two small arrows to either show currency (e.g. GBP) or GOLD at the top of the screen.

Important notes:

1. Glint enters into a spot contract on your behalf with our gold liquidity provider
2. if you have insufficient funds a small warning will appear in red. Simply top up your Glint account to proceed
3. a sale of gold can take up to two business days after the business day you requested to sell
4. once submitted (confirmed) a BUY or SELL transaction cannot be reversed so please take care.

Top tip: link your Glint card (Mastercard) to the correct e-wallet to spend your gold. You can then spend real gold using your Glint card at point of sale / point of purchase.

1. Open the Google Pay app on your device
2. Add your Glint card by taking a photo or entering your card details
3. Enter the verification code sent to your phone number
4. All done!

Most Android devices support Google Pay as long as they run Android KitKat 4.4 or above and have near-field communication (NFC) technology.

No, when your Glint card is frozen, we prevent any payments from being made until you unfreeze it. When you unfreeze your card you will need to make your Glint card the default card in Google Pay again.

Normal Glint card limits apply on Google Pay transactions. However, some merchants apply the contactless limit. In-app transactions are also not limited.

1. Open the Samsung Wallet app on your device
2. Add your Glint card by taking a photo or entering your card details
3. Enter the verification code sent to your phone number
4. All done!

If you have a Samsung Galaxy S6 device or above with Android Nougat 7.0 or your device should be compatible.

Open your Samsung Wallet app, and drag your Glint card to the first card in your wallet.

No, when your Glint card is frozen, we prevent any payments from being made until you unfreeze it. When you unfreeze your card you will need to make your Glint card the default card in Samsung Wallet again.

There is no limit on Samsung Pay transactions. However, some merchants apply the a contactless limit. In-app transactions are also not limited.