{"id":696,"date":"2026-01-12T12:40:54","date_gmt":"2026-01-12T11:40:54","guid":{"rendered":"https:\/\/gold-portfolio.com\/?post_type=docs&#038;p=696"},"modified":"2026-01-28T12:00:39","modified_gmt":"2026-01-28T11:00:39","slug":"solve-problems","status":"publish","type":"docs","link":"https:\/\/gold-portfolio.com\/en\/dokumentation\/probleme-loesen\/","title":{"rendered":"Solve problems"},"content":{"rendered":"<p><!-- weDocs: FAQ & Hilfe > Troubleshooting --><\/p>\n<p class=\"intro\">Problems? Here you will find solutions to the most common problems.<\/p>\n<h2>Login &amp; Access<\/h2>\n<h3>I cannot log in<\/h3>\n<p><strong>Possible causes:<\/strong><\/p>\n<ul>\n<li>\u274c Incorrect account password (not Vault password!)<\/li>\n<li>\u274c E-mail address not confirmed<\/li>\n<li>\u274c Typing error in email or password<\/li>\n<\/ul>\n<p><strong>Solution:<\/strong><\/p>\n<ol>\n<li>Check that you are using the correct email<\/li>\n<li>Use \u201eForgot password\u201c for your account password<\/li>\n<li>Check your spam folder for the confirmation email<\/li>\n<\/ol>\n<h3>Vault cannot be unlocked<\/h3>\n<p><strong>Possible causes:<\/strong><\/p>\n<ul>\n<li>\u274c Incorrect Vault password (not account password!)<\/li>\n<li>\u274c Caps Lock active<\/li>\n<li>\u274c Space at the beginning\/end of the password<\/li>\n<\/ul>\n<p><strong>Solution:<\/strong><\/p>\n<ol>\n<li>Check Caps Lock<\/li>\n<li>Type the password slowly and carefully<\/li>\n<li>Use the eye symbol to make the password visible<\/li>\n<\/ol>\n<div class=\"error-box\" style=\"background: #fef2f2; border-left: 4px solid #ef4444; padding: 15px 20px; margin: 20px 0; border-radius: 0 8px 8px 0;\"><strong>\ud83d\udd34 Important:<\/strong><br \/>\nThe Vault password can be <strong>not reset<\/strong> be. It is only stored in your head or password manager.<\/div>\n<hr style=\"margin: 30px 0; border: none; border-top: 1px solid #e5e7eb;\" \/>\n<h2>Display &amp; representation<\/h2>\n<h3>The page looks broken<\/h3>\n<p><strong>Solution:<\/strong><\/p>\n<ol>\n<li>Empty the browser cache: <code>Ctrl+Shift+R<\/code> (Windows) \/ <code>Cmd+Shift+R<\/code> (Mac)<\/li>\n<li>Test another browser<\/li>\n<li>Update browser<\/li>\n<\/ol>\n<h3>Charts are not displayed<\/h3>\n<p><strong>Possible causes:<\/strong><\/p>\n<ul>\n<li>JavaScript blocked (e.g. by adblocker)<\/li>\n<li>Outdated browser<\/li>\n<li>No transactions available<\/li>\n<\/ul>\n<p><strong>Solution:<\/strong><\/p>\n<ol>\n<li>Deactivate adblocker for the page<\/li>\n<li>Update browser<\/li>\n<li>Create at least one transaction<\/li>\n<\/ol>\n<h3>Courses are not updated<\/h3>\n<p><strong>Solution:<\/strong><\/p>\n<ol>\n<li>Reload page<\/li>\n<li>Check Internet connection<\/li>\n<li>Weekend? Stock exchanges are closed, prices do not change<\/li>\n<\/ol>\n<hr style=\"margin: 30px 0; border: none; border-top: 1px solid #e5e7eb;\" \/>\n<h2>Transactions &amp; data<\/h2>\n<h3>Transaction was not saved<\/h3>\n<p><strong>Possible causes:<\/strong><\/p>\n<ul>\n<li>Mandatory fields not filled in<\/li>\n<li>Connection interrupted<\/li>\n<li>Vault was locked in another tab<\/li>\n<\/ul>\n<p><strong>Solution:<\/strong><\/p>\n<ol>\n<li>Fill in all mandatory fields (date, metal, weight)<\/li>\n<li>Check Internet connection<\/li>\n<li>Unlock the Vault again and try again<\/li>\n<\/ol>\n<h3>Incorrect total value displayed<\/h3>\n<p><strong>Possible causes:<\/strong><\/p>\n<ul>\n<li>Transactions without price<\/li>\n<li>Sales not recognized<\/li>\n<li>Old course dates<\/li>\n<\/ul>\n<p><strong>Solution:<\/strong><\/p>\n<ol>\n<li>Check whether all transactions have a price<\/li>\n<li>Also record sales (reduces inventory!)<\/li>\n<li>Reload page for current courses<\/li>\n<\/ol>\n<hr style=\"margin: 30px 0; border: none; border-top: 1px solid #e5e7eb;\" \/>\n<h2>Export &amp; Import<\/h2>\n<h3>Export does not start<\/h3>\n<p><strong>Solution:<\/strong><\/p>\n<ol>\n<li>Deactivate pop-up blocker for the page<\/li>\n<li>Allow downloads in the browser<\/li>\n<li>Test another browser<\/li>\n<\/ol>\n<h3>Import fails<\/h3>\n<p><strong>Possible causes:<\/strong><\/p>\n<ul>\n<li>File is not a valid JSON file<\/li>\n<li>File does not originate from Precious Metals Vault<\/li>\n<li>File is corrupted<\/li>\n<\/ul>\n<p><strong>Solution:<\/strong><\/p>\n<ol>\n<li>Check whether the file has the extension <code>.json<\/code> has<\/li>\n<li>Only use exports from Precious Metal Vault<\/li>\n<li>Try an older export<\/li>\n<\/ol>\n<hr style=\"margin: 30px 0; border: none; border-top: 1px solid #e5e7eb;\" \/>\n<h2>Mobile problems<\/h2>\n<h3>PWA cannot be installed<\/h3>\n<p><strong>iPhone\/iPad:<\/strong><\/p>\n<ul>\n<li>Only Safari supports PWA installation on iOS<\/li>\n<li>Chrome\/Firefox on iOS cannot install PWAs<\/li>\n<\/ul>\n<p><strong>Android:<\/strong><\/p>\n<ul>\n<li>Use Chrome for best compatibility<\/li>\n<li>Some manufacturer browsers do not support PWA<\/li>\n<\/ul>\n<h3>Keyboard hides input fields<\/h3>\n<p><strong>Solution:<\/strong><\/p>\n<ul>\n<li>Scroll down to the field<\/li>\n<li>Switch to landscape mode<\/li>\n<li>Use the desktop view in the browser settings<\/li>\n<\/ul>\n<hr style=\"margin: 30px 0; border: none; border-top: 1px solid #e5e7eb;\" \/>\n<h2>Further help<\/h2>\n<p>Problem not solved? Please contact us:<\/p>\n<ul>\n<li>\ud83d\udce7 <strong>E-Mail:<\/strong> <span \n                data-original-string='eD0Mk06fmADrkNvLfVp9fQ==932oqZ1E61vXtdHDtovKlw9d3tQd6DutUL3bxIrjSjXoR8='\n                class='apbct-email-encoder'\n                title='This contact has been encoded by Anti-Spam by CleanTalk. Click to decode. To finish the decoding make sure that JavaScript is enabled in your browser.'>su<span class=\"apbct-blur\">*****<\/span>@<span class=\"apbct-blur\">************<\/span>io.com<\/span><\/li>\n<li>\ud83d\udcac <strong>Contact form:<\/strong> In the account dashboard under \u201eSupport\u201c<\/li>\n<\/ul>\n<p><strong>Please let us know:<\/strong><\/p>\n<ul>\n<li>Which browser you use<\/li>\n<li>Which device (PC, iPhone, Android...)<\/li>\n<li>A detailed description of the problem<\/li>\n<li>Screenshots if possible<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>Probleme? Hier findest du L\u00f6sungen f\u00fcr die h\u00e4ufigsten Schwierigkeiten. Login &amp; Zugang Ich kann mich nicht einloggen M\u00f6gliche Ursachen: \u274c Falsches Account-Passwort (nicht Vault-Passwort!) \u274c E-Mail-Adresse nicht best\u00e4tigt \u274c Tippfehler in E-Mail oder Passwort L\u00f6sung: Pr\u00fcfe, ob du die richtige E-Mail verwendest Nutze &#8222;Passwort vergessen&#8220; f\u00fcr dein Account-Passwort Pr\u00fcfe deinen Spam-Ordner auf die Best\u00e4tigungs-E-Mail Vault [&hellip;]<\/p>\n","protected":false},"featured_media":847,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"pmpro_default_level":""},"docs_category":[17],"class_list":["post-696","docs","type-docs","status-publish","has-post-thumbnail","hentry","docs_category-faq-hilfe","pmpro-has-access"],"blocksy_meta":[],"_links":{"self":[{"href":"https:\/\/gold-portfolio.com\/en\/wp-json\/wp\/v2\/docs\/696","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/gold-portfolio.com\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/gold-portfolio.com\/en\/wp-json\/wp\/v2\/types\/docs"}],"replies":[{"embeddable":true,"href":"https:\/\/gold-portfolio.com\/en\/wp-json\/wp\/v2\/comments?post=696"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/gold-portfolio.com\/en\/wp-json\/wp\/v2\/media\/847"}],"wp:attachment":[{"href":"https:\/\/gold-portfolio.com\/en\/wp-json\/wp\/v2\/media?parent=696"}],"wp:term":[{"taxonomy":"docs_category","embeddable":true,"href":"https:\/\/gold-portfolio.com\/en\/wp-json\/wp\/v2\/docs_category?post=696"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}