Frequently Asked Questions
About Autumn
Q: What is Autumn?
Autumn is a financial technology company focused on helping people get ready to own their future. We help people understand all aspects of their money life so they can make smart choices to reach their goals.
Headquartered in Singapore, Autumn is incubated by SC Ventures and is a subsidiary of Standard Chartered.
Autumn holds a Financial Adviser’s License by the Monetary Authority of Singapore to conduct the regulated activity of advising others concerning units in a collective investment scheme.
Q: What is Autumn’s relationship with Standard Chartered Bank?
Autumn is incubated by SC Ventures and is a subsidiary of Standard Chartered. SC Ventures is a platform and a catalyst for Standard Chartered to promote innovation, invest in disruptive financial technology and explore alternative business models.
Q: Who are Autumn’s partners?
Autumn’s ecosystem of partners is designed to support our users in achieving their desired short-term and long-term goals. For example, our tie-up with Bloomberg offers users a daily update of their investment portfolio for easy monitoring. Refer to our homepage http://www.autumn.sg for an updated list of all our partners, or check Press Release – Autumn for new announcements.
Security
Q: How does Autumn connect to my accounts?
Autumn partners with Salt Edge, a leading Global Open Banking solution provider, to connect with a bank of your choice to import and sync your financial information. You can find out more about Salt Edge here.
Users will have to grant permission for Salt Edge to connect their bank accounts to the Autumn platform. Your financial institution credentials are directly sent from your browser, so Autumn’s servers never see or store your login details or passwords.
For maximum security, users will have to go through two-factor authentication (2FA) to consolidate your banking accounts on Autumn. These data can be refreshed anytime you request, and you can also choose to remove connected accounts at any time from the app settings and all account data will be permanently deleted.
To protect your account, users will have to undergo two-factor authentication (2FA) when you update your linked account balances. This two-factor authentication (2FA) is provided by financial institutions in Singapore. We recommend that you refresh your account balances at least once every 2-4 weeks to keep your projections updated.
For certain banking service providers, your use of the Autumn App or certain functions of the App could be restricted.
For example, in an effort to minimise the risk of unauthorised transactions, your banking service provider may ask you not to share your banking credentials or log in details with any third party without its consent. If there is a breach of your banking service provider terms and you suffer any loss or damage, you may not be able to recover such loss or damage from your bank, and your bank may also be able to claim their losses (if any) against you.
Please review any applicable banking service provider terms and ensure that your use of the Autumn app and its functions complies with applicable terms and that you are comfortable to proceed with Autumn.
Q: How does Autumn / Salt Edge import and sync my financial information?
To import and sync your financial information, you need to connect with your bank via the Salt Edge interface embedded within Autumn. Your bank credentials will be accessed directly through Salt Edge and not via Autumn. Salt Edge will establish a connection for your account and return the data to Autumn for visualisation. For more information, please refer to Salt Edge’s Privacy Policy.
Q: Who has access to my banking credentials? Can Autumn/Salt Edge read my Banking login details?
Our system has been designed to only parse and import financial data, which ONLY you and the people whom you choose to share the information with can view. We cannot (and will NOT) manipulate any financial data or information.
Q: How does Salt Edge protect my financial information, including my Banking credentials?
Salt Edge uses multiple encryption layers as well as tokenisation technology to protect customers’ banking credentials. It also uses multiple defensive layers in order to protect end-customer data. Access to the company systems requires multi-factor authentication. The databases are both physically and logically protected from general employee access. Salt Edge securely serves hundreds of thousands of end-customers daily. You can find out more about their security here.
Q: If Salt Edge receives my banking credentials, how does Autumn ensure my information is protected?
We will not have access to your banking credentials, and we do not provide Salt Edge with any personal information you have provided to Autumn such as your name or email address. This separation ensures that neither Autumn nor Salt Edge has access to all your personal information and therefore keeps your information more secure.
Your data security and privacy are important, and we employ a very stringent security and privacy policy to ensure your personally identifiable data is strictly confidential. You may refer to our Privacy Policy and our Terms of Use.
We adopt a wide range of the latest security practices in mobile technology. These include passwords with 2FA verification, AES-256 and TLS1.2 encryption mechanism. We also commission security audits by third-party cyber-security providers. Please refer to the Autumn Security page here.
Q: Do you comply with all security measures and data protection required by Singapore authorities?
As a business venture under SC Ventures, the innovation arm of Standard Chartered Bank, we comply with “Bank Level Security” measures. This means we adhere to the same high security standards and customer data privacy policy as the Bank. Furthermore, all financial data is highly encrypted. Even our staff are unable to retrieve and edit your financial data. Please refer to the Autumn Security page here.
Q: Is there any other way to add my accounts if I am not comfortable to link my bank account?
Yes! You may manually key in your financial information and keep them updated without having to link to any bank.
Q: Who will see my data?
Our system has been designed to only parse and import financial data, which ONLY you and the people whom you choose to share the information with can view. We cannot (and will NOT) manipulate any financial data or information.
Q: Will my personal information be shared with third parties? Will Autumn sell my personal information?
Your personal information is important to Autumn and it is our policy to respect and protect your personal information. Depending on the purpose of processing your personal information, personal information may be disclosed to third parties. Nevertheless we will not sell or disclose personal information to third parties for commercial purposes without your consent. Please review our Privacy Policy.
Q: Why does the authorization request take longer than usual to be sent to me?
Salt Edge has to perform various complex tasks before the authorization is generated by your bank. This is done securely and with a highly encrypted process. We are continuously improving the process to make it faster and more seamless for our users.
Q: Why am I unable to authenticate my bank accounts?
If you are connecting using iB token or mobile authenticator, please ensure that notifications for your banking app are turned ON, and look out for a notification from the banking app on your phone while connecting your bank accounts.
General Enquiries
Q: Is Autumn licensed?
Autumn holds a Financial Adviser’s License by the Monetary Authority of Singapore to conduct the regulated activity of advising others concerning units in a collective investment scheme.
Q: Why do I need to register my mobile phone number?
Autumn is committed to providing our users with a high level of online security.
By adding your mobile phone number, we will enable 2FA on the following:
When signing up and creating a new account with Autumn
Password Change, Reset and Account Unlock
Mobile Number Change.
Q: When registering, why can’t I choose a country other than Singapore as my place of residence?
At this moment, this App is restricted to users residing in Singapore and having mobile numbers with a country code (65) to be used as verification.
Q: Is Autumn advising me to take up policies from AIG Asia Pacific Insurance Pte. Ltd. (“AIG”)?
Autumn is referring you to AIG’s website for more information on the insurance options that are available for you to protect things that matter to you. This does not constitute as advice or a recommendation by Autumn, in our capacity as a financial advisor.
Q: Is Autumn remunerated for referring me to AIG?
As a referrer, Autumn will be paid a one-time marketing fee from AIG, upon a successful purchase of the policy.
| Insurance Product | One-Time flat Marketing Fees per Successful Conversion, payable by AIG to Autumn, NETT (SGD) |
| Enhanced Public Housing Contents Insurance | S$20.00 |
| Homes Advantage | S$70.00 |
| Homes Complete | S$40.00 |
| AIG Car Insurance Collision Only Policy | S$90.00 |
| AIG Car Insurance Complete Policy | S$90.00 |
| Travel Guard ® Direct (Single Trip) | S$30.00 |
| Travel Guard ® Direct (Annual Trip) | S$125.00 |
Q: Where do I direct my questions, complaints or claims?
You may direct questions, complaints or claims to:
Autumn Life Pte Ltd
80 Robinson Road, #02-00 Singapore 068898
Email: support@autumn.sg
Phone: +65 3157 0699
In the event of fraudulent or suspicious activities, we advise users to contact Autumn and/or your financial institution immediately.
Finance Features
Q: Does Autumn also aggregate overseas savings, liabilities and assets?
Yes, you may input your overseas portfolio using the original currency (if supported). Autumn will convert the value into SGD when displaying your overall finances.
Q: Can my CPF details be pulled directly from the CPF website via Singpass?
We will be integrating support for MyInfo via SingPass login as part of our product roadmap. For now, you may enter your current CPF balances and monthly contribution manually. Autumn will be able to take care of projections and splits of your monthly contributions for you.
Q: How often is the investment portfolio in Autumn updated?
Autumn uses Bloomberg data to update your investment market data within the Autumn app. Typically, it’s updated at least once on a trading day.
Q: How can I add Cryptocurrency and Robo Advisor investments for my Investment Portfolio valuation?
Autumn does not offer cryptocurrency and Robo Advisor investments. If you have them, you can add them to your portfolio as “Other Investments”.
Autumn Portfolio – Getting Started
Q: What is an Autumn Portfolio?
Autumn, in partnership with Franklin Templeton, has performed extensive due diligence and analysis to provide asset allocation and selected the best-in-class funds for your personalized portfolio. The funds are managed by leading global and local fund managers and bring their experience, performance, and expertise to your portfolios.
Autumn Portfolios seek to deliver long-term capital growth for investors with varying degrees of risk exposure. The strategies seek to reduce the volatility associated with equity markets through an allocation to fixed income markets and other diversifying assets, with the aim of helping you achieve your long-term goals and aspirations.
Q: What is a risk profile assessment?
All investments carry a certain level of risk, hence it is essential to identify the acceptable level of risk that you are willing to take, if you have the ability to take on the risk and even how prepared you are to potentially lose all or part of your investment capital.
Autumn performs a risk profile assessment to help determine your willingness and ability to take risks when it comes to investing. Having an accurate risk profile is important for Autumn to assess and recommend a suitable investment portfolio for you to achieve your goals.
Q: How do I start investing in an Autumn Portfolio?
After opening your investment account, you should first top up cash into your Saxo cash account. After the funds have been successfully received, you can choose the Autumn Portfolio that you wish to invest in and tap on [Invest] in the portfolio details page.
Q: Why do you need to assess my financial knowledge and needs?
To ensure that you know what you are investing in and to protect your interests as an investor, it is imperative for us to know if you have the relevant knowledge or experience to understand the features and risks associated with Specified Investment Products (SIPs) before recommending them to you.
Our assessment combines the Customer Knowledge Assessment (CKA) and Customer Account Review (CAR) where we will require you to share information regarding your education qualifications, investment experience, working experience and current finances in the form of a simple questionnaire. Based on the information shared, we will be able to assess and recommend portfolio solutions that are suitable for you.
Q: What are the risks involved with investing in Autumn Portfolios?
Please refer to the respective Autumn Portfolio documents, e.g., portfolio factsheets, to gain a better understanding of the risks involved with investing in Autumn Portfolios.
Q: Besides ensuring that the Autumn Portfolio I have selected is suitable for me, what else do I need to take note of?
You should take note that the projections on performance in the app are projections only and that past performance is not indicative of future performance.
Additionally, all forms of investments carry risks, including the risk of losing all of the invested amount. Such activities might not be suitable for everyone.
For overseas investments, please be aware that additional financial, regulatory and legal risks could apply. Investors are advised to do the necessary checks and research on the investment beforehand.
Q: How are the future projections and projected volatility of each portfolio calculated?
Autumn have worked with Templeton Asset Management Ltd to formulate model portfolios of different risk levels. The projected returns and projected volatility of the model portfolios were based on Franklin Templeton’s long term capital market expectations (CME) of the asset class comprising the portfolios. The foundation of Franklin Templeton’s forecasts are based on data that drives capital markets, such as current valuation measures, historical risk premia, expected economic growth rates and inflation prospects. These are updated and reviewed regularly for their continued appropriateness. Franklin Templeton’s approach is forward-looking, rather than being based on historical average returns.
Autumn do not guarantee that the model portfolio will generate the projected returns. These projected volatility and returns are for illustration purposes only and is not necessarily indicative of the future or likely performance of the portfolio. It should not be construed as guaranteed future or forecast returns.
Q: Why do we need to sign up with Singpass a 2nd time?
The first Singpass login helps to create your Autumn investment account in order to access the Autumn portfolios, while the second sign-up is required by Saxo to retrieve your information and create your Saxo account to place the investment buy or sell orders.
Q: What are the details used for?
The details that are pulled from Singpass are used to carry out various functions, such as account sign up and Know-Your-Customer (KYC) checks. Please refer to our Privacy Policy for more information.
Autumn Portfolio – Cash Operations
Q: What is a Cash account?
This is the amount of cash you have topped up to your Saxo account for investment purposes, or they have been credited to you in the form of cash dividends paid out from the fund
Q: How can I deposit cash into my cash account to fund my investments in Autumn portfolio?
You can deposit cash into your cash account by making a standard FAST bank transfer to Saxo. You may get the cash deposit information by going to [Activities] > [Deposit cash]
Q: Who holds the money? / How is the deposit being transferred from Autumn to Saxo?
Your deposit/cash will not be held by Autumn at any point of time and is processed directly to Saxo.
Your holdings in Autumn portfolios are held in custody with Saxo Capital Markets Pte Ltd, which holds a Capital Markets Services license from the Monetary Authority of Singapore. You may find out more at https://www.home.saxo/en-sg
Q: How long would it take for my deposit/withdrawal to be reflected in the cash account?
It may take up to 1 to 2 business days for your deposit/withdrawal to be reflected in the cash account.
Q: I have deposited cash into the cash account, but it has yet to be reflected. What should I do?
If it has been more than 2 business day and your deposit is still not reflected, you can contact us as support@autumn.sg and provide us with your transaction reference number. We will check with Saxo on your behalf to confirm if Saxo have received the deposit.
Q: How do I withdraw the monies I have in the cash account?
You can withdraw cash from your cash account by making a standard FAST bank transfer from Saxo. You may get the cash withdrawal information by going to [Activities] > [Withdraw cash]
Q: Are there bank charges / fees for withdrawals?
There are no fees for withdrawals from your cash account.
Autumn Portfolio – Managing Investments and Redemptions
Q: What are the minimum investment and redemption amounts?
The minimum investment and redemption amount is SGD100.
Q: Can I invest in more than one Autumn portfolio?
Yes, you may. You can refer to our recommendations to invest in a portfolio suited for your needs.
Q: Why is there a risk profile mismatch when I want to invest in one of the Autumn portfolios?
Risk profile mismatch alert happens when you have indicated your interest in an Autumn portfolio with a higher risk level than your previously assessed risk profile.
We recommend that you invest in a portfolio that is compatible with your profile.
In the event where you wish to proceed with an investment of a higher risk level than your risk profile, please do review the suitability of your investments and your portfolio risk to ensure that they are within your risk comfort level.
Q: How do I sell and redeem my current holdings in one of the Autumn portfolios?
You may do so by entering into the portfolio page of the portfolio you wish to redeem from and tap on [Redeem]
Q: Are there any fees or charges and how do I pay for them? (e.g. transaction fees, exit fees)
The fees that will be charged are displayed in the portfolios details page when you are deciding to invest in it. These are charged quarterly and will be deducted automatically from your SAXO cash account. Do note that units will be priced on a historical basis,
In the event where you have insufficient funds in your SAXO cash account, a sell order will be put in place for the fees payment. Please ensure that you have sufficient funds in your SAXO cash account if you want to avoid this scenario.
Q: How are the fees or charges calculated and paid?
The Autumn Portfolio Fee is charged on a quarterly basis, based on your daily average total assets in each portfolio.
Q: How soon does it take for my investment buy and/or sell request to be processed?
It will take approximately 3-5 business days for your investment buy or sell request to be completed.
Q: Can I cancel part of a portfolio that I have purchased?
Unfortunately, it is not possible to cancel an order or sell only some of the funds which were purchased together as a portfolio. You can only put in a sell order to reduce your holdings of a portfolio. Please log into Autumn to submit a sell order for the portfolio.
Q: Am I able to contact Saxo Capital Markets Pte. Ltd. directly to give them instructions (e.g., buy/ sell) on portfolios that I have bought through Autumn?
Instructions regarding your Autumn portfolios can only be sent through the Autumn app.
Autumn Portfolio – General Information
Q: What is Autumn’s relationship with Saxo?
When you invest with Autumn, you’re doing it through Saxo. This means that you create an account in Autumn, and get an investment account at Saxo Markets – but you control everything in the Autumn app.
Your holdings in Autumn portfolios are held in custody accounts with Saxo Markets. Saxo Markets primarily uses its global custodian for securities except for a few exchanges where local requirements make that necessary. The global custodian is currently Citibank and HSBC.
Saxo Markets is a licensed subsidiary of Saxo Bank, and has operated in Singapore since 2006 and serves as the APAC headquarters. It is a leading fintech specialist that connects people to investment opportunities in global capital markets by providing online trading and investment services.
Q: I already have an account with Saxo. Can I combine my current investments in Saxo with the Autumn Portfolios?
You are unable to combine your investments account in Saxo with the Autumn Portfolios. You will need to create a separate account within the Autumn app in order to invest in the Autumn Portfolios. This helps to keep your Autumn portfolios separate from your existing Saxo investments.
Q: Why am I receiving emails from Saxo regarding files available on Saxo platform?
Saxo is mandated to provide you with the following files: “Portfolio Report”, “Account Statement”, and “Trades Report”, and they can only be accessed from the Saxo platform. You have a view-only access with Saxo using your Autumn account, and you can login to Saxo to view those files.
You may reset your password on your Saxo account if you do not remember the password.
Q: What is Autumn’s relationship with Franklin Templeton (FT)?
Autumn works with Franklin Templeton’s research arm – Franklin Templeton Investment Institute – for investment insights that are harnessed from the firm’s global investment expertise and extensive in-house research capabilities, to construct model portfolios. Note that our model portfolios may include funds managed by FT. Where there are any actual or potential conflicts of interest, Autumn will put in place appropriate safeguards to protect your interests.
Q: What should I do if I have a complaint?
You can submit your complaint in writing to support@autumn.sg or contact us at +65 3157 0699.
We will acknowledge your complaint as soon as possible but no later than 2 business days and any complaints made through a phone call will be acknowledged in writing. A complaint received on any day other than a business day, or after the close of business on a business day, will be treated as having been received on the next business day.
The Customer Support Team of Autumn will handle and resolve the complaints according to our internal guidelines and may reach out to you for more information. The review process may involve other members including the Chief Product Officer and/or the Legal and Compliance team.
We will aim to complete the review within 20 business days from the date of receipt of the complaint and provide you with a final written response.
If we require more time for the investigation of the complaint, we will keep you informed on the status of the handling of the complaint, including the reason for the delay and an indicative timeframe in which you can expect our final written response.
If despite our best efforts you remain dissatisfied with our resolution to your complaint, you may wish to contact The Financial Industry Disputes Resolution Centre (FIDReC) for further assistance. Visit the FIDReC website to learn more about their dispute resolution process.
Q: Fraud awareness
Autumn has a strong commitment to information security. All your assets are custodised in a segregated account with Saxo, which is regulated by the Monetary Authority of Singapore.
In an effort to help you detect and protect yourself against cyber-scams, Saxo have outlined a number of common attack tactics used by fraudsters as well as some tips to help you keep safe. Please visit here for full details.
If you have any enquiries, please do not hesitate to reach out to us at support@autumn.sg
