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Frequently Asked Questions

1. Ask a Question

2. Browse a list of our FAQs

How safe is Netagio?

It goes without saying when handling digital currency that the data security must always be the focus of what we do and no compromises can be made. With that in mind, below are some of the measures Netagio has put in place to protect your Bitcoins:

·    All data is stored in data centres that are certified to the ISO 27001 standard. The ISO/IEC 27001:2005 is an internationally recognised standard providing a framework for  managing a business’ security responsibilities.

·    Tried and tested security algorithms are used throughout the application and physical infrastructure upon which the application runs to ensure data is protected at all times.

·    Data is always stored in an encrypted format, using many different encryption algorithms, and some data is encrypted many times over.

·    We use a third party to conduct regular Penetration Tests (pen tests) to actively attempt to 'exploit' vulnerabilities and exposures in our infrastructure, applications, people and processes.

·    We run daily website vulnerability assessments and malware scans to help ensure the website is secure.

·    All sensitive data between your computer and Netagio runs over encrypted SSL, otherwise known as HTTPS. This is enabled by our encryption certificate which has been issued to us by Symantec Corporation. Our certificate provides the highest level of security they offer.

·    Periodic backups are deposited in safe deposit boxes in vaults around the world.

·    Two-factor authentication on all withdrawals from your account.

·    You can limit access to your account to specific IP address(es).

This is just a sample of the controls that we have put in place to protect to the currencies you hold with us.

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What is Bitcoin?

Bitcoin is the first decentralised digital currency that was created to allow people across the world to transact online directly with each other or to buy goods or services. Bitcoin was designed to be purely digital; therefore you can’t go to a regular ATM and take out a Bitcoin, or put one into a cash register. Bitcoins live in online wallets, which are accessed via a computer.

 

The Bitcoin software was written in 2009 by Satoshi Nakamoto, a pseudonymous person or group whose true identity is unknown. The Bitcoin software is known as ‘open source’, which means that anyone can download, review and use the software.

 

The Bitcoin software runs on thousands of computers around the world, which is also referred to as the Bitcoin network. A “Bitcoin” is the unit of currency that traverses the Bitcoin network. Bitcoins are available in denominations of up to 8 decimal places e.g.  15.12345678BTC

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What is Netagio's relationship to GoldMoney?

Netagio Limited has been developed by the founders of GoldMoney and was spun out from the GoldMoney group at the end of March 2014. It is now wholly owned by Netagio Holdings Limited.

Netagio is comprised partly of former GoldMoney staff and shares several mutual board members and shareholders.  See our management page for details

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How do I reset my password?

If you have lost your password follow these 3 steps:

 

1.       Enter your email address.

2.       If you have setup a security phrase on your account, you will be asked for 2 random characters from you secret phrase.

3.       Check your mailbox for an email from Netagio and click the link in the email to setup your new password.

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What can I do with Bitcoins?

As Bitcoin is designed to be a digital currency you can spend them on goods and services just like you use any national currency. There are an increasing number of websites and physical stores, restaurants and pubs that accept Bitcoins for goods and services; currently over 10,000 businesses around the world accept Bitcoins as an alternative payment. 

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How to open an account?

All you need to open an account is an email address and a password. Once you have verified your email address you will be able to access your account but with limited functionality.

 

The more information you give us about yourself, the more you will be able to do, and the more you verify yourself with us, the lower your transaction limits will be. Find out more about fees and limits here.

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How do I start buying Bitcoins?

First, you need to get your account verified and you’ll also need to provide us with your bank details. Once we’ve got that information, you can Place a trade.

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How do I verify my account?

 

We have two verification tiers: Unverified and Verified.

 

 

In order to verify your account we will ask you to enter some details, such as your name and address, so that we know that the digital currency we store belongs to you. A secret phrase needs to be set up to help keep your account safe.

 

 

We will ask you to upload a copy of your photo ID (valid passport, government issued national identity card, photo card driving license or firearms certificate/shotgun license) and proof of address, such as a utility bill or bank statement issued within the last 3 months. 

 

 

We may also ask you for other documentation in order to comply with Anti-Money Laundering and Know-Your-Customer rules.

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What do I need to do to activate the two-factor authentication in my Netagio account?

You don’t need to do anything to activate the two-factor authentication in your account. We are making all the necessary changes for you. You only have to make sure that you have provided us with the current valid number of the mobile you have in your possession.

If you also want to use this feature to log in to your account, please enable it on your Security settings page.

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What is two-factor authentication?

Two-factor authentication is a security feature that requires you to enter a unique security code every time you want to make an important transaction, such as sending coins to another wallet. 

 

Each time you ask to make such a transaction we will send a new security code to your mobile. 

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What countries do you accept as country of residence?

We currently only accept customers who are resident in the countries listed here.

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Where do I store my Bitcoins?

Once you have created a Netagio account you will be able to store your coins with us. Find out more about our storage solution.

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How do I sell my Bitcoins?

It’s as easy as logging into your account and clicking the ‘Place a trade’ option. Here you can you can trade the amount of Bitcoins you would like to sell.

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How long does it take to send Bitcoins?

Each send request requires a member of the Netagio Customer Care Team to approve the request.

During office hours this could take up to 2 hours and longer outside of office hours.

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How do I reset my secret phrase?

If you have forgotten you secret phrase, please contact the Netagio Customer Care Team. 

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What is the minimum amount required to purchase Bitcoins?

Please see our fees and limits page.

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How much do you charge for the gold storage?

Please refer to our fees page.

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Is my Bug Bounty Submission confidential?

Yes, only you and the Netagio Security Officer will know about your Bug Bounty Submission. Netagio does not operate a Wall of Fame. 

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How are the Bitcoins stored?

We store all Bitcoins using either online or offline storage methods. Online storage (also known as ‘hot storage’) keeps the coins connected to the internet for ease of use however with online storage there is always a very small risk that the security could be compromised. All digital currency stored online is securely stored in an encrypted database, based in the European Union and/or Switzerland. 

 

Offline storage (also known as ‘cold storage’) is the process of taking the coins that are connected to the internet and moving them offline, which is much safer than keeping them online.

 

 

We hold the largest possible amount of coins offline, all the while keeping enough coins online to allow you to send your available balance to another wallet. 

 

When storing offline, we pre-generate a number of private keys on an offline computer i.e. it never connects to the internet. We upload the corresponding list of public keys to our main system so we can send coins from our online storage to offline storage facility whenever needed. We store the pre-generated private keys encrypted on paper and on encrypted USB sticks, these are stored in multiple safe deposit boxes around the world.

 

To understand more about how we secure the online coins, please skip to this FAQ.

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What are your fees?

Detailed information about our fees and limits can be found here.

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How can I change my bank account details?

In order to change your bank account details, please go to your Account setup page when logged in and upload the following document(s):

-       A letter from your bank confirming that your old account is closed

-       We will also require a bank statement for the new account.

-       You will also need inform us of the changes that you would like to make.

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How do I sell my gold bars?

It’s as easy as logging into your account and clicking the ‘Place a trade’ option. Here you can select the amount of bars you want to sell and we will show you the approximate amount of Bitcoins you will receive in exchange.

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What is Authy?

Authy is an App you can download on your smartphone (Android or iPhone) to generate a unique security code directly on your mobile. This will be used every time you make an important transaction in your Netagio account. For more information about the Authy App, click here.

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Why is Netagio offering a Bug Bounty Programme?

Because Netagio wants to encourage more people to find and report security bugs, so we can make our platform more secure than it already is.

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What are transaction limits and how do they work?

Please see our fees and limits page for a full overview of our transaction limits.

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Can I cancel an order?

If you are buying or selling Bitcoins with national currency then you cannot cancel your order.

 

If you are buying or selling metal with national currency you cannot cancel your order unless the quoted price changes by more than 5% between the time you place your request and fulfilling your order. Should this happen, we will contact you with a revised quoted price. 

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How long does it take to deposit money?

Deposits usually take 2-3 business days to clear. For customers outside Europe (SEPA zone) it typically takes up to 5 business days for your deposit to clear in our account.

Please note: you will be liable for any fees or charges that are or may be applied by your bank.

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What currencies do you accept?

We currently accept Great British Pounds (GBP), Euro (€) and US Dollars ($).

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How can I make a payment to my Netagio account to purchase Bitcoins?

For fraud prevention purposes, you will need to provide Netagio with your bank details and a bank statement to prove that you are the holder of the bank account. After we have verified your details, you can place a trade. You’ll need to tell us how many Bitcoins you would like to purchase, and your preferred currency. We will advise you if further steps need to be taken.

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I have a joint bank account with my partner; can I use it to trade Bitcoins?

You can only use your sole account, joint accounts cannot be accepted.

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Can I use a different bank account to pay for my Bitcoins?

No, only the account you have entered in your Netagio account can be used to pay for your Bitcoins.

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What units of gold are available to buy?

You can buy gold in units of 100g, with a minimum purchase of 100g.

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How do you calculate the gold/ Bitcoin exchange rate?

We analyse the digital currency space and use a blended rate from the leading Bitcoin exchanges that reflects the broader market. The metal prices are from several rate providers that collect their rates from various market trading desks around the world and consolidate them. 

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What happens if I don’t receive my security code on my mobile?

If you don’t receive your code via SMS/Text message, try using the Authy App if you have an Android smartphone or an iPhone.

If this is not an option, try resetting your phone number with Authy.

For more information about the Authy App click here. Alternatively you can also contact us

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Where do Bitcoins get their value?

Bitcoins get value because people want them for different reasons and they are scarce which in turn increases their value. The amount of value depends on how much people want them and how scarce they are. The same applies to any commodity, like gold, for example. People want gold for different reasons, and it's very scarce - that gives it value.

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What actually happens when I send or receive coins?

A transaction occurs when a denomination of Bitcoins is sent from one person to another. A person can obtain an address similar to that of an account number. That person can give the other person their address so they can send the denomination to that given address.

 

All transactions are stored in a central ledger. The ledger has been holding all transactions in an anonymous format since Bitcoin began in 2009.

 

Another role the miners play is to verify that a transaction occurred and is present and correct. Attached to each transaction can be a miner’s fee, which will go to the miner that first confirms that transaction and achieves the consensus from other miners.

 

The central ledger is kept up to date by the miners and can also be downloaded by anyone if they wish to view or spend their Bitcoins without using an online wallet.

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Where do Bitcoins come from?

The issuing of coins into the Bitcoin network occurs via computers specifically set up to support the Bitcoin network - commonly referred to as 'mining'. Mining is open to anyone, but requires additional computer hardware and the associated energy costs to run them.

 

Mining computers solve complex mathematical problems given to them by the Bitcoin network. In reward to solving these problems they receive Bitcoins from the network. Every 10 minutes, miners who have solved a problem are rewarded with 25 Bitcoins. Miners can then use these coins to buy goods and services or sell them to someone else and thus release them into the network for others to use, much like any other currency. Issuance occurs at an ever-decreasing rate, the maximum amount of Bitcoins that will ever be produced is 21million with the last coin planned to be produced in 2140. There are currently more than 11million Bitcoins in existence at the time of writing. 

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How long does it take to receive Bitcoins in my Netagio account?

When you want to receive Bitcoins into your Netagio account, we will issue you with a temporary address to which you can receive Bitcoins. We will credit the coins to your Netagio account once we have received 6 confirmations from the Bitcoin network.

 

The amount of time this takes is very much dependent on the time it takes to get 6 confirmations from the Bitcoin network, which typically takes about 2 hours. 

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What if I have lost my password and secret phrase?

If you have lost both your password and your secret phrase please contact the Netagio Customer Care Team. 

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Where do you get the Bitcoin rate on your website from?

To determine the current price of Bitcoins, Netagio analyses the digital currency space and uses a blended rate from the leading Bitcoin exchanges that reflects the broader market. This rate is shown on our website as an indicative market price.

 

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When are your working hours?

Our offices are open Monday to Friday 09.00 – 17.00 (GMT)

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How do you use the term 'currency'?

When we use the term ‘currency’ we mean the collection of two currency terms; national currency and digital currency. National currency is used to describe currency or legal tender issued by a nation's central bank or monetary authority.

 

Digital currency is electronic money that acts as an alternative currency. Currently, alternative digital currencies are not produced by government endorsed central banks nor necessarily backed by national currency.

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Am I obliged to store my Bitcoins with Netagio?

We have conducted thorough research into the safest place to store your Bitcoins but they are yours and you are free to store them wherever you prefer. If you choose not to store your Bitcoins with Netagio you will be liable for their safekeeping.

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How secure is it to enter my bank details in Netagio?

Netagio only accepts bank details across a secure (SSL) internet connection. We also have multiple security measures in place, including 2-factor authentication to protect your information.

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Is the gold I am buying paper or physical gold?

We only supply the highest quality physical gold.

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Can I sell gold for national currency?

You will need to trade your gold for Bitcoins. You can then convert them into national currency. 

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Why are the amounts and exchange rates not confirmed when I place an order?

When you place your order to buy or sell Bitcoins with national currency, we facilitate a trade between you and a trusted 3rd party supplier that Netagio has a well-established relationship with.

 

At the time of the order being placed we use a blended rate to calculate the approximate amount of Bitcoins/national currency you will receive, however the actual rate will be calculated at the time of the trade with our 3rd party supplier.

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What is the purity of the gold bars?

We always do our best to supply bars with a purity of 99.99%.

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Can I take delivery of my gold bars?

Yes, if you’d like to take delivery of your gold bars, contact us. You will be liable for all costs associated with delivery of the bars to your nominated address.

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How can I be certain of the location of my gold storage?

Your gold is stored in a maximum-security vault that reports its financials on a monthly basis to an independent trustee. The gold belongs to you and you can request to withdraw it at any time.

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Can I choose the storage location for my gold bars?

We have conducted thorough research into the safest place to store your gold but it is your gold and you can store it wherever you prefer. If you choose not to store them with Netagio, you will be liable for all costs associated with the delivery of the bars to your chosen location and for its safe-keeping thereafter. 

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Where are my gold bars stored?

The safekeeping of your gold is our priority and we use maximum-security vaults to store your gold.

Your gold is protected by the most advanced multi-level security measures that also include armed guard. It is stored in a maximum-security vault, embedded hundreds of metres inside the solid rock of the Swiss Alps, safe-guarding it from all known civilian and military risks. 

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Can I purchase Gold bars if I don’t have Bitcoins with Netagio?

You can only use the Bitcoins in your Netagio account to buy gold bars with us. Creating a Netagio account is easy, all you need to get started is your email address.

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Why are the BTC amount and exchange rate approximate when I place an order to buy or sell metal?

We only process orders Monday – Friday (9am-5pm GMT) during which time the price of gold and Bitcoins can fluctuate. We will confirm a new rate with you if it falls outside of the agreed order price tolerance (currently 5%).

Large purchases may command a different rate, commission and take longer to fulfil depending on how much gold you buy or sell. To protect against fraudulent trading, we process large orders individually.

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How secure is Authy?

Authy is extremely secure. The code is generated using a 1 way function (SHA-2) and a 256 Bits key. SHA-2 is published by the NSA (US National Security Agency) and it's approved by FIPS 186-2 to secure top secret data. Even if the attacker had access to hundreds of codes, it would still be mathematically impossible for him to generate a new valid code.

 

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Do I need to install Authy or have an Authy account to use two-factor authentication?

You don’t need to install the Authy App to use the Two-Factor Authentication with Netagio. It’s optional.

If you don't use the App, we will send you a SMS/text message instead.

For more information about the Authy App, click here.

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When is the two-factor authentication required?

The two-factor authentication is required every time you want to send Bitcoins from your Netagio account and each time you try to login to your Netagio account if you have enabled this option.

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How does the two-factor authentication work?

It’s simple. We will send a unique code to your mobile number before you make an important transaction in your Netagio account.

You can choose whether to receive the security code via SMS/text message or by using the Authy App on your iPhone or Android phone. Click here for more information about the Authy App.

You can also use this feature when logging in to your Netagio account.

If enabled, we will ask you to enter the security code you receive on your mobile every time you log in to your Account.

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What is two-factor authentication?

The Two-factor Authentication is a security process involving two stages to verify and confirm your identity when you try to complete an important transaction in your Netagio account. 
 
It involves the presentation of two authentication factors:
 
- Knowledge factor: Something only you know - your Netagio account password
 
- Possession factors: Something only you have - your personal mobile device to which we send a unique code
 

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What happens if I disclose the Bug publicly before you have fixed it?

Please read our Responsible Disclosure Policy at Clause 2 of the Programme Terms.  

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What if someone else finds the same Bug as me?

You must be the first to report a Bug to Netagio in order to qualify for the Bug Bounty Programme. 

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Who determines whether my Submission is eligible for a Bounty?

Netagio’s Security Officer will determine whether your Submission is eligible for a Bounty and, should it be eligible, the amount of the Bounty.

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What is a Bitcoin address?

A Bitcoin address is similar to an account number, in that it belongs to the owner of the Bitcoin address and it is an identifier for a certain amount of Bitcoins.

 

A Bitcoin address is made up of two parts; a private address and a public address. The private address is what we keep safe for you and the public address is what you can give to other people so they can send you Bitcoins. 

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Who has access to the safe deposit boxes?

Only Netagio employees have access to the safe deposit boxes. Every Netagio employee undergoes thorough background security checks before they can join the team. Anyone who has access to the safe deposit box, Netagio or Bank employee, will only have access to the encrypted data.

 

The private keys stored on the USB drives and the paper copies are always encrypted. The Netagio employees who have access to the safe deposit boxes do not have the keys to unencrypt the data and vice versa to protect our employees and your coins. 

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Why is there a maximum limit to what I can deposit?

This is a fraud prevention feature that allows us to ensure that any fraudulent bank deposits have a minimal impact on our business. 

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Where is my personal information stored?

All information stored with Netagio is securely stored in an encrypted database, based in the European Union and/or Switzerland.  

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Can I set up a standing order/direct debit to purchase Bitcoins monthly?

No, you will need to create a request in your Netagio account and transfer money every time you wish to purchase Bitcoins.

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Are my bank details mandatory to complete my purchase of Bitcoins?

Yes, we will need your bank details if you buy Bitcoins with national currency.

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Can I purchase gold bars with national currency?

You can only use the Bitcoins in your Netagio account to buy gold bars. However, you can use your national currency to buy Bitcoins. 

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What happens if you can't fulfil my order?

We will contact you within a reasonable time frame if there is any reason that we are unable to fulfil your order.

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How long does it take to buy or sell Bitcoins with national currency?

When you place a buy or sell order for Bitcoins we act as a broker. This means we work with 3rd parties to fulfil your order. We are unable to commit to an absolute turnaround time because of the number of variables that could affect the fulfilment of your order e.g. bank wire transfer times, 3rd party process etc.  

 

To speed up the process, where possible, please place your orders during our hours of operation (Monday – Friday 9am -5pm). You’ll also notice that your order is quicker to process if you have already bought with us before.

 

Please note that the speed of your bank transfer will also impact on order processing time.

 

If there is any reason that we cannot fulfil your order, we will contact you to let you know.

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When selling Bitcoins for national currency, why is the currency amount and sell rate approximate?

When you place your sell order, we facilitate a trade between you and a trusted 3rd party supplier that Netagio has a well-established relationship with.

 

At the time of the order being placed we use a blended rate to calculate the approximate amount of national currency you will receive however the actual rate will be calculated at the time of the trade with our 3rd party supplier.

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When buying Bitcoins with national currency, why is the Bitcoin amount and buy rate unconfirmed?

When you place your buy order, we facilitate a trade between you and a trusted 3rd party supplier that Netagio has a well-established relationship with.

 

At the time of the order being placed we use a blended rate to calculate the approximate amount of Bitcoins you will receive however the actual rate will be calculated at the time of the trade with our 3rd party supplier.

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How long does it take for the money to reach my bank account?

Withdrawals usually take 2-3 business days to clear. For customers outside Europe (SEPA zone) it typically takes up to 5 business days for your withdrawal to clear in your account.

Please note: you will be liable for any fees or charges that are or may be applied by your bank.

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What bank details do you need from me and where do I find them?

We require your SWIFT code and IBAN number, as well as your bank’s name and address. You can usually find these on your bank statement or online banking account, or you can ask your bank directly.

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I already own Bitcoins, how can I transfer them into my Netagio account?

When you want to receive Bitcoins into your Netagio account, we will issue you with a temporary address at which you can receive Bitcoins. We will credit the coins to your Netagio account once we have received 6 confirmations from the Bitcoin network.

 

The amount of time this takes is very much dependent on the time it takes to get 6 confirmations from the Bitcoin network, which typically takes about 2 hours.

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What are the next steps after I submit my request?

Netagio Customer Care will get in touch within 24 hours to confirm your request and let you know the next steps to complete your request.

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Where do you get the gold bars from?

All bars are obtained from refiners approved by the London Bullion Market Association (LBMA).

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Can you provide a proof of purchase/statement for the gold bars I own?

A proof of purchase/ statement for your gold is not currently available through your account but is available on request. Please contact us to request yours. 

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What is the maximum amount of gold I can purchase?

The amount of gold you can purchase is subject to the daily or monthly limits associated with the verification level of your Netagio account. You will need to ensure that you have enough Bitcoins in your Netagio account to cover the value of the gold you wish to purchase.

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Can I purchase less than 100g of Gold?

The minimum weight of gold that you can buy or sell through your Netagio account is 100g.

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How long does a metal transaction take to be completed?

Orders are processed Monday – Friday (9am-5pm GMT) and are fulfilled within 4 hours if the stock is available. However, if there is any reason that we cannot fulfil your order within this timeframe, we will contact you to let you know. 

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Can I cancel my gold or Bitcoin order request after submitting it?

We are unable to cancel a request once it has been submitted.  Please refer to your Terms & Agreements for more information.

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I have gold stored with another provider, how can I use it to purchase Bitcoins with Netagio?

We only accept gold in 100g bars, and you will need to prove that a refiner on the LBMA list has produced it. However, please note that any gold stored in any other format will need to be converted into 100g bars before we can accept it.

If your gold meets these criteria, all you need to do is notify your existing storage provider that you’d like to transfer your gold to us. You will need to arrange transfer of your gold to our vault and you will also be responsible for all costs incurred in relation to the transfer.  

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How do I change my mobile number if I have to?

Please login to your account, go to your Personal details page and update your mobile number.

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What if I don’t have a mobile number to provide?

You won’t be able to complete your Netagio transactions if you can’t receive the required security code on your mobile.

 

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Why is the mobile number mandatory when I sign up for an account?

We will send a unique code to your mobile to complete important transactions in your Netagio account. You cannot receive this code if you don’t have a valid mobile number.

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I wish to report an issue through a vulnerability broker. Will my report still qualify for a reward?

No. This would be a breach of Clause 2 (Responsible Disclosure Policy) and Clause 8 (Confidentiality) of the Programme Terms. You can only report Bugs to Netagio’s Security Officer directly through the Submission process. 

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How do I demonstrate the severity of the Bug if I'm not supposed to snoop around?

Please make your Submission as soon as you have discovered a potential security issue. The Netagio Security Officer will consider the maximum impact and will choose the reward according. 

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What is an IP address restriction and how does it work?

IP address restriction is a security feature for advanced users that lets you limit the IP addresses from which you can access your account. Once you have specified the IP address(es) you want to restrict access to on your Security settings page when logged in, you won't be able to log in from any other IP address.

 

Once the restriction has been set, you will only be able to disable it if you are logged in through the correct range of IP addresses.

 

Please be aware that some internet providers change IP addresses on a regular basis, which could cause you to be locked out of your account.

 

If you are locked out of your account, please contact the Netagio Customer Care Team. 

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How often do you access the safe deposit boxes?

Due to the design of the Bitcoin network, we are able to send coins to the offline addresses whenever we need to, using our system and the Bitcoin network. The only time we need to access the safe deposit boxes is to replenish our hot storage location. 

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Ask a question
Netagio - Bitcoin Storage
Netagio provides a service for buying and selling Bitcoins with highly secure storage vaults.
Parkshot House
P.O. Box: 5 Kew Road
Richmond
TW9 2PR
United Kingdom