Account maintenance

What is my Kitco Account Number? How do I locate it?

Your Kitco Account Number is a unique number with which we identify your account. When you sign into your account, a welcome message with your Account Number appears at the top of the account screen.

Can I add a relative or friend to my account or provide them access to it?

Yes, you can add a relative or friend to your account and provide them access to it by submitting specific documents.

For further information, please call (852) 2827-7800.

How do I change my account information?

To change your account information, sign into your account using the top menu “My Kitco Account” link. Switch to the “My Profile” tab and make the desired changes. Your changes will be saved once you click Save.

Where can I see my account balance?

You can view your account balances by signing into your accountOnce you are signed in, your account details, including funds on account can be seen at a glance by clicking My Account Summary in the blue “Account information” box on the top right hand side. For a more detailed view, click My Account Details.

How can I see the details of my transactions?

Sign into your account and click on a transaction number to see all details pertaining to that transaction.

Where can I find the tracking number for my shipment?

Courier and tracking number will be sent to you via email once available.

Do funds held on my account accrue interest?

No, funds held on account with Kitco do not accrue interest.

How can I withdraw the funds on my account?

To request a refund of all or part of any funds on your account, sign into your account, go to the “Account Details” tab and click Withdrawal. You can also request a withdrawal by calling (852) 2827-7800. You can choose to receive your refund by:

• A company cheque sent by regular mail or picked up in our office (no service fee)
• A bank wire (subject to a handling fee of USD 30 for local chats or USD 40 for international payments (or the equivalent amount in HKD))

I cannot sign into my account. What should I do?

Confirm that you entered your username and password exactly as you did when you created your account. Passwords are case-sensitive, so confirm that your Caps Lock key is not inadvertently turned on. If you continue to encounter issues with signing in, please call (852) 2827-7800.

How do I reset a forgotten password? What should I do if I have forgotten both my username and password?

To reset your password, click on the top menu My Kitco Account link. On the sign-in page, click Forgot your password? and follow the step-by-step instructions issued by the system. If you have forgotten both your username and password, please call (852) 2827-7800 for assistance. For security reasons, we cannot provide any sign-in information by email.

Will I receive paper statements in the mail for each transaction I make?

Kitco does not usually send paper statements. A complete record of your current and past transactions along with your account status is maintained on the website and can be viewed at any time by signing into your account. Individual transaction statements can be printed out from the Transaction History. To have a paper statement sent to you, call us at (852) 2827-7800.

Will my account be closed if I no longer hold a balance on it or if I have not made a transaction recently?

Kitco does not close any account due to inactivity. However, we may deactivate your account and put it into a non-active state. Upon attempting to sign in, if you see a message about your account being deactivated, call (852) 2827-7800 to have it reactivated.