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# Frequently Asked Questions

At UP, we understand that navigating your way to financial independence through straightforward, hassle-free investing would be really convenient for you – less complexity, less headaches, and more time to focus on the things you are passionate about. That’s why we have developed the ultimate trading app to help you grow your portfolio.

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UP is an investment platform operated by CGS International Securities Singapore Pte. Ltd. Simple and intuitive, UP aims to break down the investing experience into bite-sized portions for new and seasoned investors alike. Access equities trading on the Singapore Exchange (SGX), Bursa Malaysia, and the US Stock Exchange, with more markets and features to come.

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UP is an investment platform operated by CGS International Securities Singapore Pte. Ltd., holder of a capital market services licence by the Monetary Authority of Singapore (MAS), Capital Markets Services License No.: CMS000139.

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The approval time is subject to the completeness and accuracy of the provided documents and information. After signing up on the app, your account will be validated and approved in approximately 1 working day, provided that all required documentation is submitted without any issues.

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Each person is entitled to one UP trading account.

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You'll need to make a deposit into your UP account before you start trading, so go ahead and make your first deposit when you're ready.

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You can drop us a request via the inquiry form in your UP account, and we will attend to your query within 5 working days.
Follow the below steps to submit your inquiry:
1. Select "Account"
2. Select "Contact Us"
3. Select a Topic: "Account Related"
4. Type in your inquiry under "Message"
5. Add an Attachment (Optional)
6. Click on "Send Message" to submit.

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UP is an investment platform operated by CGS International Securities Singapore Pte. Ltd, holder of a capital market services licence by the Monetary Authority of Singapore (MAS), Capital Markets Services Licence No.: CMS000139.
Under the Securities and Futures Act and its subsidiary legislation, namely, the Securities and Futures (Licencing and Conduct of Business) Regulations and the SGX-ST Rules, CGS SG is required to segregate customers' monies and assets in a separate trust account from its own, for the purposes of identifying and safeguarding those customers' said monies and assets in accordance with the aforesaid regulatory regimes. This means that your monies and assets (including the stock counters held in custody in different countries) that are placed with us are protected from creditors' claims in the event that CGS SG is subject to any winding-up, insolvency, or analogous proceeding.

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Multi-factor Authentication (MFA) is an extra layer of security that requires you to provide two or more verification factors to gain access to your UP account.
To protect your account, you'll be required to go through a multi-factor authentication (MFA) process when logging into your UP account.

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We require up to 2 working days to complete the necessary account preparations before you can trade on the Singapore market. We appreciate your patience during this process.

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Certainly! You have the option to explore the functionalities of our app without any obligations by creating a demo account. Just download the app and select the "Demo Account" option to begin your trial experience with us.
However, do note that the demo account has limited features, so we encourage you to unlock the full experience by opening an account with us.

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Account statements can be downloaded from your UP account. To request an account statement, follow these steps:
1. Click "Account"
2. Click "Reports/Statements"
3. Select Account Statement under "Report Type"
4. Click "Run Report"

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We are committed to Environmental, Social, and Governance (ESG) principles as part of our dedication to sustainability and responsible business practices. To align with these values, we have opted not to provide paper statements.

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Our recommended approach for providing assistance is through the inquiry form within your UP trading app. Nevertheless, we are equally pleased to assist you through email at investup.sg@cgsi.com

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If you're not receiving emails from us, please check your spam folder. If you find our emails there, mark them as "Not Spam" and ensure you whitelist our three email addresses:
investup.sg@cgsi.com,
hello-investup.sg@cgsi.com, and
noreply-investup.sg@cgsi.com
The emails listed are for reference and may not be exhaustive. Whitelisting helps prevent future emails from being marked as spam, ensuring you receive important communications from us in your inbox.

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We have a variety of methods for you to fund your account.
1. PayNow
2. FAST
3. Telegraphic Transfer
We're unable to accept fund deposits via e-wallets such as DBS PayLah!, Google Pay, and any other 3rd party applications, as deposits must be made from a bank account in your name.

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We currently support funding via Singapore Dollar (SGD), Malaysian Ringgit (MYR), and United States Dollar (USD).

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Absolutely! While the Malaysian Ringgit (MYR) may be restricted for direct conversion, you can still trade on BURSA Malaysia with the Singapore Dollar (SGD). UP supports settlements in SGD to provide you with a seamless engagement in the BURSA market. You may choose your preferred settlement currency under the Order page.

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There is no specific minimum deposit required in your UP account in order to begin trading with us. However, it is important to ensure you have sufficient funds available to trade the product you are interested in.

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We do not accept fund transfers from third-party fund sources, such as remittance service providers.

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If we cannot verify your transaction, we will have to decline your fund deposit. Please be aware that we do not accept funding from third parties or third-party applications.
It may take up to 1 month for the rejected funds to be returned to your original bank account. Do note that any bank charges incurred will be borne by you.

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It is easy to make a withdrawal. You'll just have to add your bank account to your UP app by submitting the necessary information so that we can direct your funds to the right place.
The amount received may be less than the amount originally remitted, as the remitting bank or agent bank may impose remittance charges. Your receiving bank may also impose these charges.

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Certainly, you are able to add your bank account to your UP account. However, please note that due to regulatory requirements, we can only accept funding from a bank account in your name.
To add your bank account to your UP account, follow these steps:
1. Select "Money"
2. Click "Bank Account Management"
3. Click "Add New Bank Account"
4. Choose Currency
5. Fill in the details accordingly and upload a copy of your bank statement.
Note:
- You can only add one bank account for each currency.
- The copy of your bank statement needs to be issued within the last 3 months. Kindly ensure the bank statement contains the Account Holder's Name, Bank Account Number, Bank Logo/Bank Name, and Date of Issurance.

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Currently, we are unable to facilitate the transfer of securities.

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Currently, we are unable to facilitate the transfer of securities.

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If this is the first time you are using this bank account, we may require additional time to verify the transaction details. Subsequent funding requests should be processed automatically.

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The fee schedule is located here.

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No, we do not charge any maintenance fees.

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No, we do not charge any inactivity fees so that you have the flexibility to trade at your own pace.

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W-8BEN form is required by the United States' Internal Revenue Service (IRS) to document if the account holder who is the beneficial owner of an amount subject to US withholding is not a US person. Generally, if you intend to trade in the US market or with entities organised in the US or under the laws of the US, this form has to be completed.
CGS SG does not and cannot provide tax advice or prepare tax documents for you. If you have any questions on how to determine your tax residence status or complete the tax forms, please consult a professional tax adviser. For more information, you may refer to the US IRS website here.

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You'll be required to file this form before performing any trade that will result in an amount subject to US withholding.

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You can submit your W-8BEN form in a few simple steps.
1. Select "Account"
2. Click on "Product Eligibility"
3. Click on "W8BEN"
4. Fill up the details accordingly and click on "Preview"
5. Click on "Submit" once you have review the information.

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Yes, our exchange-traded funds (ETFs) are considered listed Specified Investment Products (SIPs), which refer to more complex products that we offer. To invest in listed SIPs, you're required to complete a Customer Account Review (CAR) with us.
To request for a CAR, you may follow the steps below:
1. Select "Account"
2. Click on "Product Eligibility"
3. Click on "CAR"
4. Fill up the details accordingly and click on "Preview"
5. Click on "Submit" once you have review the information"

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Specified Investment Products (SIPs) are financial products with structures, features, and risks that may be more complex than others.
Examples of listed SIPs offered by UP include the following:
- Exchange-traded funds (ETFs)

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A Customer Account Review (CAR) is required before you can invest in any listed SIPs.
CAR is an assessment that evaluates your eligibility to access more financial products. As part of the assessment, details about your educational background/professional qualifications, employment history, or, past investment experiences are required.

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Depending on the financial product you want to trade, CAR will be applicable. For example, to access financial products like exchange-traded funds (ETFs), you'll need to go through the Customer Account Review (CAR). Please follow the necessary steps to complete the CAR:
1. Select "Account"
2. Click on "Product Eligibility"
3. Click on "CAR"
4. Fill up the details accordingly and click on "Preview"
5. Click on "Submit" once you have reviewed the information
Once we have assessed that you have the relevant knowledge/experience to trade, these financial products will be made available to your UP trading account.

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We are committed to assisting you in your trading journey. If you do not have any of the educational/professional qualification investment experience or employment history listed in the CAR, we recommend completing the free SGX Specified Investment Products (SIPs) Online Education Module for CAR.
SGX SIP Online module here is an online learning module that covers the key features and risks of SIPs. Once you've completed the module, you can apply for a the Customer Account Review (CAR) to check your eligibility to trade.

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No, UP does not offer a margin facility. UP is a cash-upfront account where all securities are paid in full.
Your purchasing power will be based on the amount of cash available.

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We currently have 2 types of orders:
1. Order by Limit Price (Limit Order)
2. Order by Quantity (Market Order)

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A market order is an order to buy or sell a stock at the market's current best available price. A market order typically ensures an execution, but it doesn't guarantee a specified price. For illiquid stocks, a market order can be filled at a much higher or lower price; therefore, do assess the risks carefully before placing an order.

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A limit order is an order that allows you to buy or sell a stock at a specific price or better. It ensures that if the order is filled, it will not be filled at a price less favourable than your limit price.

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Full-day Trading (Standard Time, SGT)
Opening Routine Pre-Open:
8:30am - 8.58am/8:59am*
Non-Cancel: 8:58am/8:59am* - 9:00am
Trading
Open: 9:00am - 12:00pm
Mid-Day Break
Pre-Open: 12:00pm - 12:58pm/12:59pm*
Non-Cancel: 12:58pm/12:59pm* - 1:00pm*
Trading
Open: 1:00pm - 5:00pm
Closing Routine
Pre-Close: 5:00pm - 5:04pm/5:05pm*
Non-Cancel: 5:04pm/5:05pm* - 5:06pm
Trade at Close: 5:06pm - 5:16pm
Close: 5:16pm
Half-day Trading (Standard Time, SGT)
Opening Routine
Pre-Open: 8:30am - 8.58am/8:59am*
Non-Cancel: 8:58am/8:59am* - 9:00am
Trading
Open: 9:00am - 12:00pm
Closing Routine
Pre-Close: 12:00pm - 12:04pm/12:05pm*
Non-Cancel: 12:04pm/12:05pm* - 12:06pm
Trade at Close: 12:06pm - 12:16pm
Close: 12:16pm
Please refer to the SGX website for more information

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The Singapore stock market adheres to a T+2 settlement arrangement. Clearing and settlement will be completed on the next business day after the trade is transacted. Business Day means any day on which CGS SG is open for business in Singapore and the respective exchanges and counterparties are available to carry out the settlement.

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The standard board lot size is 100 units. However, this may vary for certain products, such as selected exchange-traded funds (ETFs). In such cases, you can trade in other board lot sizes.

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A tick size is a minimum bid size. It represents the smallest price variation possible for a security.
Please refer to the SGX website for more information.

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Regular Market:
9:30PM to 4:00AM (Daylight Saving Time, SGT)
10:30PM to 5:00AM (Standard Time, SGT)

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The US stock market adheres to a T+1 settlement arrangement. Clearing and settlement will be completed on the next business day after the trade is transacted.
Business Day means any day on which CGS SG is open for business in Singapore and the respective exchanges and counterparties are available to carry out the settlement.

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US stocks do not adopt the concept of a board lot therefore, there is no trading unit limit. The minimum trading unit is 1 share.

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No, we do not offer pre-and/or after market sessions at the moment.

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No, there are no restrictions on frequency or capital limits for day trading.

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1st Session (Standard Time, SGT)
Pre-Opening: 8:30am
Opening and Continuous Trading: 9:00am
Closing: 12:30pm
Lunch
2nd Session (Standard Time, SGT)
Pre-Opening: 2:00pm
Opening and Continuous Trading: 2:30pm
Pre-Closing: 4:45pm
Closing: 4:50pm
Trading at Last: 4:50pm - 5:00pm
Please refer to the BURSA Malaysia website for more information.

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The BURSA Malaysia stock market adheres to a T+2 settlement arrangement. Clearing and settlement will be completed on the second business day after the trade is transacted.
Business Day means any day on which CGS SG is open for business in Singapore and the respective exchanges and counterparties are available to carry out the settlement.

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The standard board lot size is 100 units. However, this may vary for certain products, such as selected exchange-traded funds (ETFs). In such cases, you can trade in other board lot sizes.

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The tick size is the minimum price variation between the buy and sell price for the market.
Please refer to the Bursa Malaysia website for more information.

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A fractional share is the purchasing of less than a whole share of a company. This allows you to diversify your portfolio with a smaller budget than what's required to purchase whole shares and obtain exposure to high-growth companies without committing to a whole share.

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To access fractional shares trading, simply use the search icon at the top right of the app. If the share allows fractional trading, you'll see an "F" icon. Then, proceed with your trade order as usual, inputting a quantity/amount lower than the standard board lot.

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All corporate actions arising from the holdings in your UP account will be handled according to the actions stated here, regardless of the quantity of your holdings.

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Fractional trading is currently applicable to certain US and BURSA stocks only.
If a share allows fractional trading, you'll see an "F" icon displayed.

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When trading fractional shares, orders have a minimum quantity of 0.01 and a minimum order amount of 1 when opening a position.

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On the stock page, the fractional shares icon will appear at the upper left corner of the page if the symbol is available for fractional trading.

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The fee schedule is located here.

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SaveUP is a form of regular savings plan (RSP) that involves investing a fixed amount of funds regularly in the same choice of investments (commonly ETFs, single stocks, etc.).

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SaveUP is simple! You just need to select a fixed amount to invest at regular intervals (e.g. daily, weekly, monthly), and UP will automatically allocate these funds to the investments you've selected.

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SaveUP aims to help you accumulate your investments steadily and progressively by facilitating a dollar-cost averaging (DCA) strategy.

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Dollar-cost averaging (DCA) is an investment strategy that invests a fixed amount of money at regular intervals, regardless of the asset's price.
This approach prioritises stability by spreading your investment over time to counter market volatility. It has the benefit of lowering the average cost per share over the long term, potentially minimising the impact of short-term market fluctuations on your overall investments.

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SaveUP is currently supported for BURSA Malaysia and the US Stock Exchange.

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As SaveUP is a regular savings plan, the fees associated with the service will correspond to the fee schedule of the market you're subscribed to. For further fee details, please visit here.

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We currently do not offer the option to temporarily pause SaveUP. If you wish to suspend SaveUP, you will have to cancel your current subscription.

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We encourage you to make any adjustments well in advance of the scheduled execution time to avoid disruptions to your SaveUP.
Subscriptions can only be edited more than 30 minutes before the scheduled execution time. This ensures the stability and consistency of your investment plan.

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The execution of your SaveUP is meant to take place within 15 minutes after the market opens. The specific day and frequency of execution are determined by you via the UP app.
While we strive to execute your SaveUP within 15 minutes after the market opens, the exact time of execution will be at our discretion.

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Yes, you will receive a push notification three days before the execution. Please ensure that you have sufficient funds in the respective currency account for the SaveUP to proceed. Upon execution, you will be notified through a push notification.

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You can do so by visiting "My Investment" on the "SaveUP" tab.

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The selected execution date that falls on a non-trading day will be executed on the next available trading day.

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The system will skip the current investment cycle under the following circumstances:
1. If the stock is not tradable at the point of execution
2. When a circuit breaker is triggered while placing an order
3. If there are trading restrictions implemented on your account
4. You have insufficient funds in the respective currency account to meet the order requirements. This includes the fees associated with the order

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If there are corporate actions such as a Stock Split that lead to a reduction in stock price, your SaveUP RSP will continue as usual, allowing you to purchase larger quantities with the same investment amount. However, if there are corporate actions like a Reverse Stock Split that result in an increase in stock price, your SaveUP RSP will proceed, but with the purchase of lower quantities. If the increased stock price exceeds your SaveUP RSP investment amount, your SaveUP RSP order will fail.

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If you do not have sufficient funds in the respective currency account at the time of execution, your SaveUP will not be completed. However, the next investment will continue to be executed as scheduled, subject to the availability of the necessary funds. It is essential to ensure that your account has the required funds in the respective currency account to cover both the order requirements and the associated fees for a successful execution.

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You can start your investment journey from as little as $1.

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All corporate actions arising from the holdings in your UP account will be handled according to the actions stated here, regardless of the quantity of your holdings.

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Dividend payments are subject to the company's announcement. To find out the ex-dividend date and the payout date, refer to the relevant corporation action document.

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Dividends are distributed exclusively in the form of cash payments. In the case of stock dividends, they will be converted to cash and directly credited to your account on or after the payout date. This ensures a streamlined and convenient process for receiving dividends.
Any currency conversion required will be carried out using rates as determined by us. The cash to be paid will be less of the costs incurred for such conversion.

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Non-US persons are generally subject to US withholding tax on their US-sourced income, including but not limited to dividend and interest income. This tax is often set at a 30% rate or according to the applicable tax treaty rate. It is deducted directly from payments made to you, the investor.
Do note that companies listed on SGX but incorporated outside Singapore may also be subject to withholding tax. Dividends received in your UP account will undergo a withholding tax deduction on the ex-dividend date. No further action is required on your end.

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We currently support currency conversion between the Singapore Dollar (SGD) and the United States Dollar (USD).

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You can check the indicative rate through the currency conversion interface in the UP app, but the actual conversion rate will be subjected to market conditions. The final conversion rate used will be determined by the market rate at the time of trade execution.

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You will enjoy fee-free transactions on our platform, as we do not charge fees for currency exchanges.
There are no fees for initiating a currency exchange, however it's important to note that bid-ask spreads still apply.

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Transactions are typically processed instantly; however, the actual speed may be dependent on market conditions.

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Our currency exchange service is available 24/5, excluding a brief maintenance window from 6.45AM to 7.15AM (GMT+8).

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Due to foreign exchange controls on Malaysian Ringgit (MYR) as a restricted currency, we are unable to facilitate any conversion requests.

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Absolutely! Although direct conversion of Malaysian Ringgit (MYR) may be restricted, you can still trade foreign assets effortlessly on the UP app. Settlements in MYR are supported by the app, in accordance with the regulations governing MYR conversions. These conversions are facilitated by actual trades conducted on the platform.

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Each transaction has a minimum nominal amount of SGD0.10 and a maximum limit of SGD1,000,000.00 or its equivalent.