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Help Center - StashAway

Help Center

Depending on which bank you are transferring from, the instructions could vary.
 
We’ve included the transfer instructions in your StashAway account;
Step 1: Go to “Manage Deposits” (on the web app) or “Transfer” (on the Mobile app)
Step 2: Select “Put Money in”
Step 3: Select either “One-time” or “Monthly” Deposit plan
Step 4: Update your deposit plan and choose your desired transfer method
Step 5: Click “Continue” and “Confirm”.
 
After that, you will be able to find the transfer instructions for you to proceed with the deposit. You can make deposits in either HKD or USD. 
 
We accept deposits from all licensed banks in Hong Kong. You can refer to a list of banks <a href="https://www.hkma.gov.hk/media/eng/doc/key-functions/banking-stability/banking-policy-and-supervision/list_of_lb.xls">here</a>.
If you make a deposit from other non-bank financial institutions, we may reject the deposit and return the funds to the sender.
Please note that acceptance of your funds will be subject to our Anti-Money Laundering (AML) checks.

How do I fund my StashAway account and what are the Financial Institutions (FI) you accept deposits from?

For personal funds, it should take up to 1-2 business days.
If your funds reach our Citibank Trust account before noon on a business day, it will be linked to your StashAway account on the same day. You will also receive an acknowledgement email from us.
The funds will usually be invested that same night (if we receive the funds before 3 pm) when the US market opens and are reflected in your account the following business day.

How long does it take for my money to get invested from the moment I make a deposit?

To update the instructions for a One-time or Monthly Deposit, kindly refer to the following:
Step 1: Go to “Manage Deposits” (on the web app) or “Transfer” (on the Mobile app)
Step 2: Select “Put Money in”
Step 3: Select either “One-time” or “Monthly” Deposit plan
Step 4: “Modify” the amount accordingly and Click “Done”
 
If you wish to change your deposit currency:
Step 1: Click “Your Name” (on the web app) or “More” (on the Mobile app)
Step 2: Select “Settings”
Step 3: Select “Investment Preference” and choose the desired currency under “Deposit currencies”
 
Kindly note that making an amendment to a one-time or monthly deposit plan before we receive your funds will replace any previous one-time or monthly deposit plan. Hence, our system will allocate the funds based on the latest one-time or monthly deposit plan when our bank receives the funds.
 
If the recurring payment is being made via standing instruction from your bank platform, kindly verify this on your banking platform as well to ensure that the scheduled deposit has been amended or cancelled accordingly.

How do I make changes to my one-time and monthly deposits?

Yes, you can. You can do so through:
 
For Web App users:
Step 1: Click to “Your Name” on the top right screen and then choose “Withdraw/Transfer”
Step 2: Select the Portfolio would you like to withdraw from
Step 3: Enter your “Withdrawal Amount”
Step 4: Confirm your withdrawal and bank account details
 
For Mobile App users: 
Step 1: Select “Transfer” on the top right and then choose “Take money out”
Step 2: Select the Portfolio would you like to withdraw from
Step 3: Enter your “Withdrawal Amount”
Step 4: Confirm your withdrawal and bank account details
 
You will then receive an email confirming your withdrawal request. If you encounter any issues, please feel free to reach out to us via email at <a href="mailto:support@stashaway.hk,">support@stashaway.hk</a>, WhatsApp at 9862 2676 or call at 5803 7274.

Can I withdraw at any time?

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 (which you can do anytime). 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?

The withdrawal process usually takes up to 2 to 4 business days, as we will need to first sell the securities during US market hours on your behalf (same night if the withdrawal is received before 6pm). Then, we will perform the necessary checks, and then wire the funds from our trust account in Singapore to Hong Kong and to your bank account.

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

As part of the guidelines from the Securities and Futures Commissions of Hong Kong (SFC), withdrawals can only be made to designated bank accounts - bank accounts under your name where you have initiated an initial deposit of over HK$10,000 (or HKD equivalent).