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Help Center - StashAway

Help Center

Unfortunately, the Malaysia platform doesn’t support withdrawals made to an overseas bank accounts at this moment. However, in the event that you don’t have an active local bank account, you’ll incur any fee charged by the bank in order to withdraw to an overseas bank account. You can always reach out to our Client Experience team for more details.

Can I withdraw to an overseas bank account?

Our investment strategies can be categorised into two different types of portfolios:
 
1. StashAway’s portfolios that are guided by ERAA® (Economic Regime-based Asset Allocation) include the General Investing Portfolio, Income Portfolio, Thematic Portfolios, Responsible Investing Portfolio, Flexible Portfolios, StashAway Simple and StashAway Simple Plus.
To find out more about ERAA®, click <a href="https://www.stashaway.my/r/stashaways-asset-allocation-framework" target="_self" rel="undefined">here.</a>
 
2. General Investing Portfolio by BlackRock® that provide investors with the broadest market exposure.
To find out more about General Investing Portfolio by BlackRock, click <a href="https://www.stashaway.ae/help-center/9547854203161-general-investing-powered-by-blackrock" target="_self">here.</a>

What is your investment strategy?

StashAway’s investment products use ETFs because they are exchange-listed products with deep liquidity, high trading volumes, and have very low expense fees.
 
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To learn more about how StashAway selects ETFs, click <a href="https://www.stashaway.sg/r/how-stashaway-selects-etfs" target="_self">here</a>.

Why does StashAway invest in ETFs?

<span data-sheets-value='{"1":2,"2":"Bank savings accounts earn very low interest. StashAway builds your personalized asset allocation, taking into consideration your specific needs and preferences, and helps you invest in those assets to accumulate wealth over time."}' data-sheets-userformat='{"2":573,"3":{"1":0},"5":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"6":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"7":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"8":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"12":0}'>Bank savings accounts earn very low interest. StashAway builds your personalised asset allocation, taking into consideration your specific needs and preferences, and helps you invest in those assets to accumulate wealth over time.

How is StashAway different from a bank savings account?

StashAway offers a wide range of low-cost investment options, unlike traditional advisors who charge high fees and offer one-size-fits-all investment packages.
 
We use advanced technology that maximises intelligence through complex algorithms that consider your personal goals, and market performance. StashAway is a more efficient alternative to a traditional advisor, designed by expert investors to manage portfolios.
 
Additionally, StashAway has no minimum deposit, no lock-up period, and no withdrawal fees, and offers an intuitive digital platform to keep track of your investments.

How is StashAway different from other financial advisors?

StashAway provides you with investment options to allow you to advance through your investment journey. Our investment options include our three General Investing Portfolios, Thematic Portfolios, Flexible Portfolios, and StashAway Simple™ Portfolio.
 
Beyond that, we've been known for being the top-rated app in the industry. And, you can always reach the Client Experience team 7 days a week from 9 am to 6 pm excluding Public Holidays.
 
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How is StashAway different from other robo-advisors?

Yes, we are regulated by the Securities Commission of Malaysia.
 We are the first robo-advisor in Malaysia to be awarded the Capital Markets License by the Securities Commission under the Digital Investment License framework. You can find our license <a href="https://easy.seccom.com.my:8222/entityprofile/1ca93ae1-4c0e-4c55-90e0-1850600e54f6" target="_self" rel="undefined">here</a>.

Is StashAway regulated?

Pacific Trustees is a Securities Commission licensed trustee who provides custodial services to StashAway Malaysia. Your cash deposits are held with Pacific Trustees's Citibank Berhad account.
 
Pacific Trustees has opened this account specifically for safekeeping the assets of StashAway Malaysia's customers.
 
Similarly, the account with our broker Saxo is also opened by Pacific Trustees. This provides additional security for customers and mitigates against the risk of StashAway Malaysia going bankrupt as customers' funds are unmingled with StashAway Malaysia's.
 
If you have any questions about your transactions, kindly contact StashAway's client experience team at support@stashaway.my or call us at +603 9212 4356 instead of Pacific Trustees.

Who is Pacific Trustees?

There are absolutely no fees associated with opening or closing a StashAway account.

What does it cost to open and close a StashAway account?

<span data-sheets-value='{"1":2,"2":"Fees are calculated as a percentage of your assets (your balance with StashAway)"}' data-sheets-userformat='{"2":573,"3":{"1":0},"5":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"6":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"7":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"8":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"12":0}'>Fees are calculated based on the average assets under management in your StashAway account. It is charged monthly, prorated for the number of days you're invested with us.
<span data-sheets-value='{"1":2,"2":"Fees are calculated as a percentage of your assets (your balance with StashAway)"}' data-sheets-userformat='{"2":573,"3":{"1":0},"5":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"6":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"7":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"8":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"12":0}'>Learn more: <a href="https://www.stashaway.my/pricing" target="_blank" rel="noopener noreferrer">StashAway Pricing.</a>

How are the fees calculated?

As per regulations by the Securities Commission of Malaysia (SC), the minimum age required to open an account with StashAway is 18 years old, by birth date at the time of account creation.

How old do I have to be to open an account?

What is one advice you would give someone that just joined StashAway?

You’ll see that your portfolio is qualified by the StashAway Risk Index. This is the measurement we use to determine how much risk our system should expose you to, which then determines your portfolio’s asset allocation. We gave it our own name not to be fancy, but because it’s a specific application of a fairly common risk metric, Value-at-Risk.
 
To calculate the potential loss of a portfolio in a year, we use Value-at-Risk (VaR). At StashAway, we use 99%-VaR, which can be interpreted as a portfolio having a 99% probability of not losing more than a given percentage of assets in a year.
 
Here’s an example: a StashAway portfolio with RM 100,000 and a StashAway Risk Index of 10% has a 99% probability of not losing more than 10%, or RM 10,000 in a year. In other words, there is 99% probability that your portfolio’s value won’t decrease below RM 90,000 if you select a 10% StashAway Risk Index.
 
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What is the StashAway Risk Index?

Depending on which bank you are transferring from, the instructions could vary. You can view our transfer instruction by going to;
 
Mobile app: Clicking Transfer &gt; select "Put money in" &gt; select "Manual deposit" &gt; select either "One-time deposit" or "Monthly deposit" &gt; Edit your deposit Plan and "Continue" &gt; you will find the JomPAY and Inter-bank GIRO instructions.
 
Web app: Go to "Manage Deposits"&gt; go to "Manual deposit" tab &gt; Edit your deposit Plan and "Continue" &gt; you will find the JomPAY and Inter-bank GIRO instructions.
 
Note: Deposit takes about 2-3 business days to be invested and reflected in your Stashaway account.

How do I deposit funds into my StashAway account?

Our Citibank account number for your transfers is 0117853004 (Pacific Trustee Bhd as the recipient).
 
Be sure to use the unique reference code we provide you when you are setting up transfers. This information is also available in your StashAway account.
 
If you make a deposit in other currencies besides MYR, kindly note that it will be converted to MYR first, before being converted to USD for investment, at the bank's rate.

What is StashAway's Citibank account number?

Once we receive the deposit, we will send a receipt notification via email. Then, it takes about 1 to 3 business days for the deposit to be invested and reflected in the StashAway account. Do note that first deposits through scheduled direct debit will take about 5 to 7 business days from the initial request to be processed and invested. Rest assured that it will take about 2 to 3 business days for your subsequent direct debit request.

When will my funds appear in my Stashaway account?

We will automatically allocate the funds to the one-time deposits (if any) first, followed by the monthly deposits based on the monthly deposit amounts you indicate to us in each of your portfolios. 
 
In the case that we receive an amount different from (the total amount of) your deposit plans, we will allocate the funds proportionally based on how much you indicate to go towards each portfolio. 
 
So, if one portfolio has monthly deposits of RM1,000, and another has RM2,000, we will allocate any funds we get in a 1 to 2 ratio.

How does my money get allocated if I have multiple portfolios?

Yes, you can, as long as you are one of the account holders. Kindly remember to include your unique reference code when you make your deposits.
 
Additionally, if you are not the principal account holder and your name is not reflected on the transaction, we will contact you to obtain a copy of your bank statement (dated within the last 3 months) indicating both account holders' names as proof of joint account for verification.

Can I deposit from a joint bank account?

As a Malaysia resident, you have domestic ringgit borrowing (DRB) if you received ringgit borrowing or financing from another person, corporation, or financial institution in Malaysia through a credit facility, financing facility, trade guarantee or guarantee for payment of goods, redeemable preference share, Islamic redeemable preference share, private debt security, or Islamic private debt security other than:
 
(a) trade credit terms extended by a supplier for all types of goods or services;
(b) forward contract with a licensed onshore bank excluding a contract that involves –
(i) the exchanging or swapping of ringgit or foreign currency debt obligation with another foreign currency debt obligation; or
(ii) the exchanging or swapping of foreign currency debt obligation with a ringgit debt obligation;
(c) performance guarantee or financial guarantee;
(d) operational leasing facility;
(e) factoring facility without recourse;
(f) a credit facility or financing facility obtained by a resident individual from a resident to purchase one residential property and one vehicle; or
(g) credit card and charge card facility obtained by a resident individual from a resident;
 
Domestic Ringgit borrowing/financing excludes:
(a) a borrowing obtained by a resident entity from another resident entity within its group of entities with parent-subsidiary relationship; and
(b) any credit facility or financing facility (including corporate credit cards and corporate charge cards), and other facility obtained by a resident entity, which is used for sundry expenses and employees’ expenses only.  
 For further information, please refer <a href="https://www.bnm.gov.my/fep">https://www.bnm.gov.my/fep</a>

What is domestic ringgit borrowing (DRB)?

We need to understand your assets and liabilities so that we provide you with a personalised investment portfolio that suits you best. 
 
We also need to know if you have domestic ringgit borrowings (DRB) as defined by Bank Negara Malaysia’s (“BNM”) Foreign Exchange Administrative Policies, and your declaration will help determine the best way for us to invest your money abroad as a fund manager licensed by the Securities Commission Malaysia.

Why am I being asked about how many home and car loans I have?

Absolutely! We now have portfolios in which you can invest. You can sign in <a href="www.stashaway.my" target="_self">here</a> to continue with your account opening.
 
We’re here to provide you with the best possible investments for your particular financial needs, and we sincerely appreciate your patience as our investment team worked to build a solution for you.
 
For more information please contact <a class="c-link" href="mailto:support@stashaway.my" target="_blank" rel="noopener noreferrer">support@stashaway.my</a>

I was previously unable to open an account as I am deemed to have Domestic Ringgit Borrowing, can I open an account now?

Individuals currently residing in Malaysia are allowed to open an account on our Malaysian platform! We would need a copy of your passport with a validity of more than 6 months and proof of residence within Malaysia either on a utility bill, phone bill, or bank statement dated within the last 3 months with your name and address on it.
 
Do note that deposits and withdrawals can only be made via a Malaysian bank account under your name.

I am not Malaysian/PR; can I open an account?

Typically, the restrictions on employee investments are related to insider dealings or conflicts of interest concerns. Therefore, it is not uncommon for companies to have confidentiality policies to restrict dealing securities in which one has possession of material non-public information concerning such securities or to require employees to disclose or obtain approval for trades in certain securities.
 
StashAway’s investment options consist of solely Exchange-traded Funds (ETFs), and we execute a passive management strategy through automated technology to execute trading decisions. Click <a href="https://www.stashaway.my/r/stashaways-etf-selection" target="_self" rel="undefined">here</a> to see our ETF selection and <a href="https://www.stashaway.my/r/how-stashaway-selects-etfs" target="_self" rel="undefined">here</a> to read more about our ETF selection criteria.
 
It is quite common that ETFs may be excluded from such trading restrictions, on the basis that the employee does not have control over the underlying basket of securities for each ETF. This is, of course, subject to specific company policies, which may differ, and some employers have restrictions on ETFs for particular employees. Therefore, we still recommend that you verify with your control room prior to investing with StashAway.
 
Additionally, we will be happy to provide a signed discretionary letter for customers working in financial institutions to fulfil their compliance requirements.
 
<span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;Typically, the restrictions in employee investments are related to insider dealing / conflicts of interests concerns. Therefore, it is not uncommon for companies to have confidentiality policies to restrict dealing in securities where in possession of material non-public information concerning such securities, or to require employees to disclose or obtain approval for trades in certain securities. It is quite common that Exchange-traded Funds (ETFs) may be excluded from such trading restrictions, on the basis that the employee does not have control over the underlying basket of securities for each ETF. This is of course subject to specific company policies, which may differ. This is, of course, subject to specific company policies that may differ. Some employers do have restrictions on ETFs for particular employees. Therefore, we still recommend that you verify prior to investing with StashAway. \n \nStashAway invests solely in ETFs, and deploys a passive management strategy through automated technology to execute trading decisions. To see what ETFs StashAway invests in, please visit: https://www.stashaway.sg/r/stashaway-etf-selection. Our ETF selection criteria can be found at: https://www.stashaway.sg/r/how-stashaway-selects-etfs. To learn about StashAway's investment strategy, please visit: https://www.stashaway.sg/r/stashaways-asset-allocation-framework. If you have any questions, or need more information, please contact us at support@stashaway.com.&quot;}" data-sheets-userformat='{"2":513,"3":{"1":0},"12":0}'>If you have any questions or need more information, please contact us at <a href="mailto:support@stashaway.my" target="_self" rel="undefined">support@stashaway.my</a>.

I work at a bank; can I invest with StashAway?

Re-optimisation refers to changes in your portfolio’s target asset allocation. When this happens, new ETFs may be introduced, and/or the weightage of existing ETFs will be changed in your asset allocation.
 
To learn more about our investment methodology, visit <a style="background-color: #ffffff;" href="https://www.stashaway.my/r/stashaways-asset-allocation-framework" target="_self" rel="undefined">ERAA®</a>.
 
Were you looking for rebalancing instead? Click here for <a href="https://www.stashaway.my/faq/360009982134-what-is-rebalancing">Rebalancing</a>.

What is re-optimisation?

<span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;Rebalancing: \nWhen a particular asset reaps significant gains relative to other assets in the portfolio, its market value weight increases above target allocation. Without rebalancing, the portfolio is increasingly concentrated in the outperforming asset class hence raising risks. Our algorithm checks client portfolios daily, and performs rebalancing when allocations deviate from targets by more than our \&quot;optimised\&quot; bands. \n\nRe-optimisation:\nReturns and risks of each asset class change when the economic environment changes. For example, between Jan-1982 and Dec-2016, the S&amp;P 500 returned +16.4% yoy in \&quot;disinflationary growth\&quot;, -10.3% yoy in a \&quot;recession\&quot;, +8.8% yoy in \&quot;inflationary growth\&quot; and 2.7% yoy in \&quot;Stagflation\&quot;. To optimise clients' portfolios, StashAway builds portfolios that consists of a mixture of asset classes optimum for a given economic environment. Our investment framework ERAA (Economic Regime-based Asset Allocation) identifies and signals a change in economic cycle and our technology automatically re-optimises portfolios’ asset allocations. This change in asset allocation is important because it allows us to manage risk and improve returns in different economic environments. This change is \&quot;strategic\&quot; (can happen once a year to once every few years) but may be as frequent as 2-3 times a year if there is a lot of economic uncertainties.&quot;}" data-sheets-userformat='{"2":15107,"3":[null,0],"4":[null,2,16777215],"11":4,"12":0,"14":[null,2,3355443],"15":"\"Helvetica Neue\", Helvetica, Arial, sans-serif","16":11}'>Rebalancing: 
<span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;Rebalancing: \nWhen a particular asset reaps significant gains relative to other assets in the portfolio, its market value weight increases above target allocation. Without rebalancing, the portfolio is increasingly concentrated in the outperforming asset class hence raising risks. Our algorithm checks client portfolios daily, and performs rebalancing when allocations deviate from targets by more than our \&quot;optimised\&quot; bands. \n\nRe-optimisation:\nReturns and risks of each asset class change when the economic environment changes. For example, between Jan-1982 and Dec-2016, the S&amp;P 500 returned +16.4% yoy in \&quot;disinflationary growth\&quot;, -10.3% yoy in a \&quot;recession\&quot;, +8.8% yoy in \&quot;inflationary growth\&quot; and 2.7% yoy in \&quot;Stagflation\&quot;. To optimise clients' portfolios, StashAway builds portfolios that consists of a mixture of asset classes optimum for a given economic environment. Our investment framework ERAA (Economic Regime-based Asset Allocation) identifies and signals a change in economic cycle and our technology automatically re-optimises portfolios’ asset allocations. This change in asset allocation is important because it allows us to manage risk and improve returns in different economic environments. This change is \&quot;strategic\&quot; (can happen once a year to once every few years) but may be as frequent as 2-3 times a year if there is a lot of economic uncertainties.&quot;}" data-sheets-userformat='{"2":15107,"3":[null,0],"4":[null,2,16777215],"11":4,"12":0,"14":[null,2,3355443],"15":"\"Helvetica Neue\", Helvetica, Arial, sans-serif","16":11}'>When a particular asset reaps significant gains relative to other assets in the portfolio, its market value weight increases above the target allocation. Without rebalancing, the portfolio is increasingly concentrated in the outperforming asset class hence raising risks. Our algorithm checks customers’ portfolios daily, and performs rebalancing when allocations deviate from targets by more than our "optimised" bands. This can happen weekly, monthly or quarterly, depending on the markets' volatility and performance. 
 
Re-optimisation: 
<span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;Rebalancing: \nWhen a particular asset reaps significant gains relative to other assets in the portfolio, its market value weight increases above target allocation. Without rebalancing, the portfolio is increasingly concentrated in the outperforming asset class hence raising risks. Our algorithm checks client portfolios daily, and performs rebalancing when allocations deviate from targets by more than our \&quot;optimised\&quot; bands. \n\nRe-optimisation:\nReturns and risks of each asset class change when the economic environment changes. For example, between Jan-1982 and Dec-2016, the S&amp;P 500 returned +16.4% yoy in \&quot;disinflationary growth\&quot;, -10.3% yoy in a \&quot;recession\&quot;, +8.8% yoy in \&quot;inflationary growth\&quot; and 2.7% yoy in \&quot;Stagflation\&quot;. To optimise clients' portfolios, StashAway builds portfolios that consists of a mixture of asset classes optimum for a given economic environment. Our investment framework ERAA (Economic Regime-based Asset Allocation) identifies and signals a change in economic cycle and our technology automatically re-optimises portfolios’ asset allocations. This change in asset allocation is important because it allows us to manage risk and improve returns in different economic environments. This change is \&quot;strategic\&quot; (can happen once a year to once every few years) but may be as frequent as 2-3 times a year if there is a lot of economic uncertainties.&quot;}" data-sheets-userformat='{"2":15107,"3":[null,0],"4":[null,2,16777215],"11":4,"12":0,"14":[null,2,3355443],"15":"\"Helvetica Neue\", Helvetica, Arial, sans-serif","16":11}'><a href="https://www.stashaway.sg/r/stashaways-asset-allocation-framework" target="_self">StashAway’s ERAA® investment strategy</a>. Historically, re-optimisation happens about once a year. 
 
General Investing powered by BlackRock® 
<span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;Rebalancing: \nWhen a particular asset reaps significant gains relative to other assets in the portfolio, its market value weight increases above target allocation. Without rebalancing, the portfolio is increasingly concentrated in the outperforming asset class hence raising risks. Our algorithm checks client portfolios daily, and performs rebalancing when allocations deviate from targets by more than our \&quot;optimised\&quot; bands. \n\nRe-optimisation:\nReturns and risks of each asset class change when the economic environment changes. For example, between Jan-1982 and Dec-2016, the S&amp;P 500 returned +16.4% yoy in \&quot;disinflationary growth\&quot;, -10.3% yoy in a \&quot;recession\&quot;, +8.8% yoy in \&quot;inflationary growth\&quot; and 2.7% yoy in \&quot;Stagflation\&quot;. To optimise clients' portfolios, StashAway builds portfolios that consists of a mixture of asset classes optimum for a given economic environment. Our investment framework ERAA (Economic Regime-based Asset Allocation) identifies and signals a change in economic cycle and our technology automatically re-optimises portfolios’ asset allocations. This change in asset allocation is important because it allows us to manage risk and improve returns in different economic environments. This change is \&quot;strategic\&quot; (can happen once a year to once every few years) but may be as frequent as 2-3 times a year if there is a lot of economic uncertainties.&quot;}" data-sheets-userformat='{"2":15107,"3":[null,0],"4":[null,2,16777215],"11":4,"12":0,"14":[null,2,3355443],"15":"\"Helvetica Neue\", Helvetica, Arial, sans-serif","16":11}'>You can expect re-optimisation to occur around 4 to 6 times a year.

How often is my portfolio rebalanced and re-optimised?

Fees are paid monthly with the 1% cash allocation in your account. Each of your portfolios will be charged proportionally for the fees owed by them.
 
Additionally, the cash allocation might be used for rebalancing and/or withdrawals. For example, when you request for a withdrawal, we would first use the cash in USD/GBP (based on the investment currency) for the withdrawal and if needed sell assets to fulfil the withdrawal. Subsequently, when rebalancing is triggered, we would sell assets to restore the cash USD/GBP allocation.

Why is there a 1% Cash allocation for my portfolio?

Dollar-Cost Averaging is investing a fixed dollar amount on a regular schedule, regardless of market conditions, you will purchase more shares when prices are low and fewer shares when prices are high.
 
This ensures that you will invest at a reasonable price and exchange rate, and avoid investing at market tops, helping you to manage the risk of your investments.
.

What is dollar-cost averaging?

You can make any changes to your account by logging into your StashAway account.
 
To make changes to your goal or to delete it, you can do the following:
Web App
1) Select the Portfolio you would like to edit
2) Click on “More actions”
 
Mobile App
1) Select the Portfolio you would like to Edit
2) Click on the 3 vertical dots on the top right-hand corner of your screen
3) You can make the changes you want
 
Note that if you choose to make changes to the monthly deposit amounts, you must also indicate those changes in your bank account standing instructions.

How do I make changes or delete my goal?

As we can only trade when the market is open, we cannot guarantee that we will be able to sell your assets for cash at the exact moment that you opt to withdraw your funds. Therefore, the value of your portfolio may fluctuate within those few hours.
 
In order to ensure that we have sufficient assets in the case of a market change, any withdrawal request that exceeds 90% of assets under management will result in a full withdrawal to buffer against sudden changes in the market.

Why is 90% withdrawal converted into a full withdrawal of the portfolio's assets?

You can expect the withdrawal process to take approximately 3 to 4 business days. First, we will sell the securities on your behalf. Then, we will wire the money from our trust account to your bank account.

When will my withdrawn funds from StashAway appear in my bank account?

Unfortunately, the Malaysia platform does not support USD deposit or withdrawal at this moment.

Can I withdraw in USD to a USD account?

If any of your personal details change for any reason, please contact our Client Experience team at  <a href="mailto:support@stashaway.com">support@stashaway.my</a> so that we may update your records accordingly.

I have moved. What do I need to do?

In the event of the death of the account holder, the executor or administrator will be the only person recognised by us.
 
An executor is the person appointed to handle the wishes and instructions set out in a will, and the administrator is a person appointed by the court to manage and take charge of the assets and liabilities of a deceased person without a valid will.
 
The executor or administrator will need to produce a grant of probate or letters of administration before the account can be liquidated to a designated account as instructed by him or her.
 
If there is no will, then an administrator will be appointed by the Court and she/he will have to produce letters of administration before the account can be liquidated to a designated account as instructed by him/her.

What happens if the account holder passes away?

A Power of Attorney letter (POA) is a legal document that allows you to appoint a person to take charge of your StashAway account and make decisions on your behalf should you be unable to do so.
 For more details, contact our Client Experience team at +603 9212 4356 or email us at <a href="mailto:support@stashaway.my" target="_self" rel="undefined">support@stashaway.my</a>

What is a Power of Attorney letter and how does it benefit me?

Kindly contact support at <a href="mailto:support@stashaway.sg">support@stashaway.my</a> to close your account.

How do I close my account?

While our portfolios consist of conventional ETFs which track a variety of indices, they are not strictly Shariah compliant.
 
However, the ETFs we have selected do not use synthetic securities to track an Index and are not leveraged.

Are StashAway's portfolios Shariah compliant? 

You can do so via the following:
- Send us an email at <a href="mailto:support@stashaway.my">complaints@stashaway.my</a> 
- Call or WhatsApp us at +60 3 9212 4356 (Mondays - Fridays, 9 am-6 pm, except public holidays)
- Send us a <a href="https://www.facebook.com/StashAwayMY/" target="_self">Facebook Message</a>
 
Our response procedures are as follows:
<ol>
<li class="wysiwyg-text-align-justify" style="font-weight: 400;" aria-level="1">
Written acknowledgement to the complainant within 1 business day from the date of receipt of the complaint;  The Client Experience agent that received the complaint will be considered as the Handling Officer (HO) of the case
</li>
<li class="wysiwyg-text-align-justify" style="font-weight: 400;" aria-level="1">
Interim response to inform the complainant that the complaint is being reviewed. If a final response has not been sent within 15 business days after the date of receipt of the initial complaint; The HO will evaluate the severity of a complaint based on internal guidelines and conduct the necessary investigation. The investigation may require the involvement of other departments. A complaint, depending on the severity, may also be escalated to a senior Client Experience agent or the Head of Client Experience, a member of the senior management and/or the compliance team.
</li>
<li class="wysiwyg-text-align-justify" style="font-weight: 400;" aria-level="1">Within 30 business days after the date of receipt of the complaint, the complainant should receive:</li>
</ol>
<ul>
<li style="list-style-type: none;">
<ul>
</ul>
<ol>
<li class="wysiwyg-text-align-justify">a final response; or</li>
<li class="wysiwyg-text-align-justify">a written response informing of the reasons for the delay, an indicative reasonable timeframe for a final response from the financial adviser, and the complainant’s right to refer the complaint to an approved dispute resolution scheme.</li>
</ol>
</li>
</ul>


 
For further escalation, the complainant can approach the<a href="https://sidrec.com.my/"> Securities Industry Dispute Resolution Centre</a> or <a href="https://www.sc.com.my/investor-empowerment/lodge-a-complaint" target="_self">Securities Commission Malaysia</a>.

How can I make a complaint?

What is it?
<ul>
<li>Want to get your funds invested for free? You're in the right place!</li>
<li>For every friend that you refer and who funds their account, both of you are entitled to a 6-month management fee waiver, for up to RM 30,000 of assets under management.</li>
<li>If you refer 2 friends and they both invest at least RM 1, RM 60,000 of your assets under management would be managed for free for 6 months. 3 friends, RM 90,000; and so on.</li>
</ul>
 
Is there a limit?
<ul>
<li>Refer as many people as you like! We don't have a limit for the number of people you refer.</li>
</ul>
 
Requirements
<ul>
<li>Your account must be funded (any amount).</li>
<li>Your referee must not have an existing account.</li>
<li>Your referee must sign-up via the referral link.</li>
<li>After your referee's registration, your referee's account needs to be funded within 30 days.</li>
</ul>
 
How to refer a friend
<ul>
<li>Log in to your StashAway account.</li>
<li>Click "Refer a friend" on the top of the page.</li>
<li>Copy your individual link, and send it to your friend(s) via email, SMS, or your favourite social media platform.</li>
<li>When your invited friend(s) register using your link and fund his/her account within 30 days, both of you have qualified for the referral programme.</li>
<li>Track your referee(s)' progress by looking at "Your Referral History" in "Refer a friend" section.</li>
</ul>
 
<div class="p-rich_text_section">Privacy Notice and Consent</div>
<ul class="p-rich_text_list p-rich_text_list__bullet" data-stringify-type="unordered-list" data-indent="0">
<li>Both referrer and referee must have an account with StashAway to enjoy the benefits of this Referral Programme.</li>
<li>This Referral programme is part of the service that StashAway provides to its customers and both referrer and referee will have agreed to the Privacy Notice, for StashAway to use their personal information as part of this service. </li>
<li>The referee has agreed that in signing up with StashAway via this program that their full name will be shared with the referrer for progress tracking purposes.</li>
</ul>

Referral Programme

General questions about how StashAway works