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Help Center - StashAway

Help Center

<span data-sheets-value='{"1":2,"2":"StashAway offers different investment products for investors. StashAway has the General Investing Portfolio, Responsible Investing Portfolio, Thematic Portfolios, and Flexible Portfolios that are guided by ERAA® (Economic Regime-based Asset Allocation). To find out more about ERAA®, click here. General Investing powered by BlackRock that provides investors with the broadest market exposure. To find out more about General Investing powered by BlackRock, click here."}' data-sheets-userformat='{"2":897,"3":{"1":0},"10":0,"11":4,"12":0}'>StashAway offers different investment products for investors. StashAway has the General Investing Portfolio, Responsible Investing Portfolio, Thematic Portfolios, and Flexible Portfolios that are guided by ERAA® (Economic Regime-based Asset Allocation). To find out more about ERAA®, click here. General Investing powered by BlackRock that provides investors with the broadest market exposure. To find out more about General Investing powered by BlackRock, click here.

What products do StashAway offer? What is your investment strategy?

StashAway offers an intuitive digital platform that intelligently keeps tracking your portfolios with personalised low-cost investment services  directed  to your financial background and goal;  we’re a more systematic and efficient alternative to traditional advisors, who charge high fees and offer one-size-fits-all investment packages.
We aim to maximize your risk-adjusted returns through sophisticated algorithms. With the advanced technology, designed by our expert investors, you could always enjoy personalized portfolios that consider your financial situation and goal, all economic-regimes, and market performances.

How is StashAway different from other financial advisors?

<span data-sheets-value='{"1":2,"2":"We invest in the most liquid and most cost-effective ETFs in the world, and those are listed in the US markets and denominated in USD. For the same reasons, we now also invest in UK-domiciled ETFs listed on the London Stock Exchange, and will continue to source suitable ETFs to further optimise your portfolios."}' data-sheets-userformat='{"2":897,"3":{"1":0},"10":0,"11":4,"12":0}'>We invest in the most liquid and most cost-effective ETFs in the world, and those are listed in the US markets and denominated in USD. For the same reasons, we now also invest in UK-domiciled ETFs listed on the London Stock Exchange, and will continue to source suitable ETFs to further optimise your portfolios.

Why does StashAway invest in US-domiciled ETFs?

We invest in US-domiciled and UK-domiciled ETFs that require USD for investment. Therefore, we convert all non-USD currencies into USD in order to invest in the selected US and UK ETFs.

Why does StashAway convert my money into USD?

StashAway Hong Kong Limited is our legal entity and is licensed to conduct business in Type 1 (dealing in securities), Type 4 (advising on securities) and Type 9 (asset management) regulated activities under the Securities and Futures Commission (SFC) of Hong Kong for both retail and professional investors. This means that we have been compliant and met the criteria of the highest standards. We have been audited, and provide full disclosure.
 
You may find our license here: <a href="https://apps.sfc.hk/publicregWeb/corp/BQE542/details">Our License</a>.

Is StashAway a Hong Kong company? Is StashAway licensed in Hong Kong?

Your funds are completely separate from StashAway's finances. 
Your money will always be segregated from StashAway's finances, and your assets will always be held in large institutions. Your cash deposits are temporarily held in a Trust Account at Citibank N.A. Hong Kong branch, where your money will be converted from HKD into USD (if you deposit in HKD) and transfers it to our broker (Saxo Capital Markets Pte Ltd) in Singapore to purchase the ETFs on your behalf.
Saxo keeps your portfolio at a segregated Trust Account at Citibank N.A. Singapore branch. Your funds are unmingled with the company.

What happens to my money if StashAway winds down? Where is the asset kept?

Our historical returns are available at our website <a href="https://www.stashaway.hk/how-we-invest">here</a> and we update the historical returns quarterly.
Returns are one thing but the level of risk exposure your portfolio has in achieving those returns is also an important consideration when you compare your returns among investments. 
Here is an article where we talk about how you can consider risk. Remember to consider how much risk your portfolio manager exposes your money to in the name of getting your returns. 
Learn more about the <a href="https://www.stashaway.hk/r/what-is-the-stashaway-risk-index" target="_self" rel="undefined">StashAway Risk Index</a>.

Where can I see the historical returns of StashAway portfolios and how should you compare your StashAway returns to the returns of your other investments? 

Time-weighted return (TWR) measures the return a portfolio generates if there has been no new withdrawal/deposits during that time period. Therefore, TWR can differ from dollar return if you have made a deposit/withdrawal during the measurement period. 
Here’s an example of when this might be the case:
Let’s say you deposited $10,000 HKD to start your StashAway account in January and the market goes down 10% by September. You’ve lost $1,000 HKD (out of $10,000 HKD invested) in your portfolio and you’re down to $9,000 HKD. You then have an unexpected windfall (lucky you!) and decide to make a $10,000 HKD deposit in September. By December, the market goes up 8% after the second tranche of investment. 
 
What are my returns like now? Well, you would have positive dollar gains because you just gained about $520 HKD on a total of $20,000 HKD invested.
But this wasn’t because the portfolio has performed exceptionally thus far: it went down 10% then up just 8%. However, most of your money was invested right before markets went up.
The time-weighted return is negative because the first deposit of the investment performed poorly between January and December, but your simple dollar return is still positive because of when you made your deposits.

Why do I have a negative time-weighted return, but positive dollar return?

Want to get your funds invested for free? 
You're in the right place! For every friend that you invite and who funds their account, both of you are entitled to a 6-month management fee waiver, for up to $50,000 HKD of assets under management.
If you invite 2 friends and they both invest, $100,000 HKD of your assets under management would be managed for free for 6 months. 3 friends, $150,000 HKD; and so on.
 
Is there a limit?
<ul>
<li style="font-weight: 400;" aria-level="1">You may invite up to 10 people to open an account with StashAway using your personal Invite’s link.</li>
</ul>
 
Requirements
<ul>
<li style="font-weight: 400;" aria-level="1">Your account must be funded.</li>
<li style="font-weight: 400;" aria-level="1">Your friend must not have an existing account.</li>
<li style="font-weight: 400;" aria-level="1">Your friend must sign-up via the invite link.</li>
<li style="font-weight: 400;" aria-level="1">After your friend's registration, your friend's account needs to be funded within 30 days.</li>
</ul>
 
How to invite a friend
<ul>
<li style="font-weight: 400;" aria-level="1">Log in to your StashAway account.</li>
<li style="font-weight: 400;" aria-level="1">Click "Invite a Friend" on the top of the page.</li>
<li style="font-weight: 400;" aria-level="1">Copy your individual link and send it to your friend(s) via email, SMS, or your favourite social media platform.</li>
<li style="font-weight: 400;" aria-level="1">When your invited friend(s) register using your link and fund his/her account within 30 days, both of you have qualified for the invite programme.</li>
<li style="font-weight: 400;" aria-level="1">Track your invitee(s)' progress by looking at "Your Invite’s History" in the "Invite a friend" section.</li>
</ul>
 
Privacy Notice and Consent
<ul>
<li style="font-weight: 400;" aria-level="1">Both you and your friend must have an account with StashAway to enjoy the fee waiver</li>
<li style="font-weight: 400;" aria-level="1">This “Invite a friend” is part of the service that StashAway provides to its customers and both you and your friend will have agreed to the Privacy Notice, for StashAway to use their personal information as part of this service. </li>
<li style="font-weight: 400;" aria-level="1">Your friend has agreed that in signing up with StashAway via this program that their full name will be shared with you for progress tracking purposes.</li>
</ul>

Invite a Friend

You can do so via the following:
- Send us an email at <a class="c-link" style="background-color: #ffffff;" href="mailto:complaints@stashaway.hk" target="_blank" rel="noopener noreferrer" data-stringify-link="mailto:complaints@stashaway.hk" data-sk="tooltip_parent" aria-describedby="sk-tooltip-3900">complaints@stashaway.hk</a>
- Call us all at +852 5803 7274  (Mon-Fri, 9am-6pm, except public holidays)
- Send us a Whatsapp at +852 9862 2676
- Send us a <a href="https://www.facebook.com/StashAwayAPAC/">Facebook Message</a>
Our response procedures are as follows:
<ol>
<li>
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 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>
<ol>
<li style="list-style-type: none;">
<ol>
<li style="list-style-type: none;">
<ol>
<li class="wysiwyg-text-align-justify" style="font-weight: 400;" aria-level="1">
a final response; or
</li>
<li class="wysiwyg-text-align-justify" style="font-weight: 400;" aria-level="1">
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>
</ol>
</li>
</ol>
For further escalation, the complainant can approach the <a href="https://www.sfc.hk/en/" target="_self">Securities and Futures Commission</a>.

How can I make a complaint?

General questions about how StashAway works