Solve problems

Problems? Here you will find solutions to the most common problems.

Login & Access

I cannot log in

Possible causes:

  • ❌ Incorrect account password (not Vault password!)
  • ❌ E-mail address not confirmed
  • ❌ Typing error in email or password

Solution:

  1. Check that you are using the correct email
  2. Use „Forgot password“ for your account password
  3. Check your spam folder for the confirmation email

Vault cannot be unlocked

Possible causes:

  • ❌ Incorrect Vault password (not account password!)
  • ❌ Caps Lock active
  • ❌ Space at the beginning/end of the password

Solution:

  1. Check Caps Lock
  2. Type the password slowly and carefully
  3. Use the eye symbol to make the password visible
🔴 Important:
The Vault password can be not reset be. It is only stored in your head or password manager.

Display & representation

The page looks broken

Solution:

  1. Empty the browser cache: Ctrl+Shift+R (Windows) / Cmd+Shift+R (Mac)
  2. Test another browser
  3. Update browser

Charts are not displayed

Possible causes:

  • JavaScript blocked (e.g. by adblocker)
  • Outdated browser
  • No transactions available

Solution:

  1. Deactivate adblocker for the page
  2. Update browser
  3. Create at least one transaction

Courses are not updated

Solution:

  1. Reload page
  2. Check Internet connection
  3. Weekend? Stock exchanges are closed, prices do not change

Transactions & data

Transaction was not saved

Possible causes:

  • Mandatory fields not filled in
  • Connection interrupted
  • Vault was locked in another tab

Solution:

  1. Fill in all mandatory fields (date, metal, weight)
  2. Check Internet connection
  3. Unlock the Vault again and try again

Incorrect total value displayed

Possible causes:

  • Transactions without price
  • Sales not recognized
  • Old course dates

Solution:

  1. Check whether all transactions have a price
  2. Also record sales (reduces inventory!)
  3. Reload page for current courses

Export & Import

Export does not start

Solution:

  1. Deactivate pop-up blocker for the page
  2. Allow downloads in the browser
  3. Test another browser

Import fails

Possible causes:

  • File is not a valid JSON file
  • File does not originate from Precious Metals Vault
  • File is corrupted

Solution:

  1. Check whether the file has the extension .json has
  2. Only use exports from Precious Metal Vault
  3. Try an older export

Mobile problems

PWA cannot be installed

iPhone/iPad:

  • Only Safari supports PWA installation on iOS
  • Chrome/Firefox on iOS cannot install PWAs

Android:

  • Use Chrome for best compatibility
  • Some manufacturer browsers do not support PWA

Keyboard hides input fields

Solution:

  • Scroll down to the field
  • Switch to landscape mode
  • Use the desktop view in the browser settings

Further help

Problem not solved? Please contact us:

  • 📧 E-Mail: su*****@************io.com
  • 💬 Contact form: In the account dashboard under „Support“

Please let us know:

  • Which browser you use
  • Which device (PC, iPhone, Android...)
  • A detailed description of the problem
  • Screenshots if possible

Was that helpful?