Skip to content
English
Go to dashboard
  • There are no suggestions because the search field is empty.

Frequently asked questions

Here's answers to commonly asked questions about onboarding and managing your clients using GoalsGetter.

Quick links to FAQs below:


Can I change client information after an investment invitation has been sent and resend it?

Yes - you can update your client’s details (name, email and phone number) and resend the investment invitation, as long as the client hasn’t accepted it yet.

It’s important to make sure the client’s email address and mobile number are correct before sending the invitation, as incorrect details may prevent them from accepting their investment invitation.

If you do need to make a change after sending the invitation, follow the steps below.

How to do this:

  • Log in to your Adviser Dashboard.

  • Select View Recent or Pending Investments.

  • Scroll to Recently submitted.

  • Find the relevant investment and click Edit.

  • Update the client details and resend the invitation.

What the client can do once they've received the investment invitation:

The client sees a summary of all their investment details to review and accept. They can't change the funds selected, but they can edit some of their details if by any chance the adviser has made a mistake.

If you or the client wants to change the funds selected, the client must decline the invitation, and then you submit a new investment invitation with adjusted funds.

You can see these steps and the screens laid out in detail in our Adviser User Guide.


I’m setting up a joint investment for my client, but they only have one shared email address. What should I do?

For a joint investment, each investor must have their own unique email address.
This is required for compliance, security, and record‑keeping purposes. Each investor needs to:

  • Receive their own invitation

  • Individually review and confirm their personal details

  • Personally accept the joint investment.

Using separate email addresses ensures there is a clear, auditable record that both investors have been correctly identified and have given their consent, which is a key compliance requirement for joint investments.

If your clients currently share a single email address, ask them to provide a second individual email address (for example, a personal or work email) for one of the investors before you send the invitation.

Once both email addresses are entered:

  • Each investor will receive their own invitation.

  • Both investors must log in (or create a login), review their details, and submit the joint investment.

  • The investment will not proceed until both investors have completed these steps.


What are the cut off times for unit prices?

Unit prices are applied based on when a request is received and the type of investment. The cut‑off times differ for KiwiSaver and retail (non‑KiwiSaver) investments.

KiwiSaver unit price cut‑off: Cut‑off time: 10:00am (NZ business days)

  • Requests submitted before 10:00am receive the next business day’s unit price.
  • Requests submitted after 10:00am are processed one business day later, meaning the unit price applied will be from the day after the next business day.

This applies to:

  • Fund switches
  • Other KiwiSaver transactions where a unit price is required.

Retail (Amova Investment Scheme) unit price cut‑off: Cut‑off time: 2:00pm (NZ business days)

  • Requests submitted before 2:00pm receive the same business day’s unit price.
  • Requests submitted after 2:00pm receive the next business day’s unit price.

This applies to:

  • Retail fund switches
  • Redemptions

Key points advisers can share with clients:
  • Unit pricing is time‑dependent, not submission‑date dependent.
  • Missing the cut‑off means the unit price will be delayed, not declined.
  • Cut‑off times are earlier for KiwiSaver than for retail investments.


How do I switch funds for a client?

Advisers can request a fund switch for their clients invested in the GoalsGetter KiwiSaver Scheme or GoalsGetter  managed funds.

Step 1: Confirm authority and client instruction

Before submitting a fund switch request, ensure that:

  • You are the authorised financial adviser for the client

  • You have clear client instruction to proceed with the fund change

  • The client understands the unit price cut‑off times and timing implications

Fund switches cannot be processed without adviser authority and completed instructions.

 

Step 2: Complete the Financial Adviser Fund Switch Form

Advisers must submit a Financial Adviser Fund Switch Form for each request.

The form requires:

  • Adviser and (if applicable) adviser assistant detail

  • Client name and investment number (NKS for KiwiSaver

  • A full new fund allocation, totalling 100%

  • Existing portfolio allocation

  • Future contributions allocation

  • Any relevant notes or clarifications

  • Note: Both existing portfolio percentages and future contribution percentages must each add up to 100% for the request to be accepted.


Step 3: Submit the form to GoalsGetter

Once completed, submit the signed form to support@goaslgetter.co.nz.  Incomplete forms or allocations that do not total 100% will delay processing.

Step 4: Understand cut‑off times and unit pricing

The unit price applied depends on when the request is received and the investment type. Refer to the FAQ above about unit pricing cut off times.

Step 5: Processing timeframes

KiwiSaver fund switches can take up to 5 business days to complete. During processing, any transactions already underway will be applied using the previous fund allocation

Once processed, the updated fund allocation will appear in the client’s investment view.

Important notes for advisers

  • Fund switches are irreversible once processed

  • Clients must wait at least 7 days between KiwiSaver fund switch requests

  • Ensure the client understands that market movements may affect outcomes between instruction and processing.


How are advisers notified if a client requests to switch out of the GoalsGetter KiwiSaver Scheme

When a client submits a request to transfer their KiwiSaver out of the GoalsGetter KiwiSaver Scheme, GoalsGetter is notified by the IRD. If the client is an advised client, GoalsGetter will notify the adviser by email or phone as soon as the transfer‑out request is received.

What should advisers do?

  • After being notified, you should contact your client directly to confirm their intentions.

  • If the client wants to proceed, no action is required.

  • If the client wants to cancel the transfer, respond promptly to our support team so the transfer‑out request can be declined before it is processed. You have 48 hours to respond before our system (legally) must proceed with the transfer.

 


I'm setting up my own personal investments on GoalsGetter. Should I use my adviser login?

We love it when advisers invest personally with GoalsGetter. To keep things clear and easy to adminsitrate, we recommend keeping your personal investments separate from your advised client investments.

The easiest way to do this is:

  • Use a personal email address for your own investments

  • Use your work/professional email address for your adviser account.

When you log in, you’ll be able to choose between your Personal dashboard and Adviser dashboard. Always take a moment to check you’re in the right dashboard - especially before setting up an investment for a client.
 

 

If you have further questions please contact us.