Support & FAQs

Support that keeps
your business moving

From setup and onboarding to everyday troubleshooting, KoiZai provides practical, responsive support that helps your team use the system with confidence.

Explore our support services and FAQs to find the guidance you need.

Practical support throughout your KoiZai journey

Access the right expertise at every stage — from initial configuration and onboarding to ongoing optimisation and platform enablement.

System Diagnosis

Identify issues through structured root-cause analysis.

System Troubleshooting

Resolve issues with practical technical and functional guidance.

Technology & Platform Updates

Understand new capabilities, security updates and releases.

Ongoing Platform Support

Access responsive assistance that maintains continuity.

Onboarding & User Training

Prepare users through role-based onboarding and guided learning.

Platform Configuration & Data Setup

Align configuration, prepare data and connect company systems.

Ongoing Learning & Enablement

Build capability through refreshers and new-feature training.

Your implementation journey

From discovery to adoption

A guided path that prepares your people, data and workflows for long-term value.

  1. Discover

    Define goals and priorities

  2. Configure

    Align workflows and settings

  3. Migrate

    Prepare and transfer data

  4. Train

    Equip users for success

  5. Launch

    Go live with confidence

  6. Optimise

    Improve adoption and value

  1. Discover

    Define goals and priorities

  2. Configure

    Align workflows and settings

  3. Migrate

    Prepare and transfer data

  4. Train

    Equip users for success

  5. Launch

    Go live with confidence

  6. Optimise

    Improve adoption and value

FAQ

Frequently asked questions

The questions advisers ask us most — about choosing a platform, the markets we cover, features, security and getting started.

General

KoiZai is an all-in-one financial advice platform that helps advisers deliver comprehensive, compliant financial planning — without the complexity. From fact-finding and net worth analysis to lifestyle planning, insurance, estate planning and recommendations, everything lives in one secure workspace shared between you and your clients.

KoiZai is built for financial advisers, adviser groups and dealerships of every size — from independent advisers to large practices with compliance and team-management needs. Clients also get their own secure access to view their plans, submit information and approve documents online.

Most tools force you to choose between simple-but-shallow or comprehensive-but-clunky. KoiZai gives you full-depth holistic advice — net worth, cash flow, insurance, tax, estate planning, retirement and investments — in a modern interface that's fast to use in front of clients. Complex advice, made simple, without compromise.

Features

  • Capture complete client profiles with a structured digital fact-find
  • Track net worth across properties, loans, investments, insurance and more
  • Model cash flow, retirement and lifestyle goals with interactive projections
  • Build and compare investment and insurance recommendations
  • Manage estate planning, risk profiling and KYC in one place
  • Store, share and e-sign documents securely (DocuSign integrated)
  • Stay on top of compliance and team activity with built-in dashboards

Yes. KoiZai includes an AI assistant that helps you work faster — surfacing client information, assisting with analysis and streamlining routine tasks — so you spend more time advising and less time on admin.

Yes. You control online access per client. Clients can securely view their plans, review and approve submissions, and sign documents electronically — no printing or scanning required.

Yes. KoiZai handles multiple currencies with up-to-date FX rates, and the interface is available in English, Malay, Vietnamese, and Chinese (Simplified and Traditional).

Security & Compliance

Absolutely. KoiZai is built for financial services, where trust is everything. Client data is encrypted in transit and at rest, access is role-based, and every account is protected by secure authentication.

Yes. KoiZai includes compliance workflows out of the box — KYC and anti-money-laundering questionnaires, terms and conditions capture, audit trails, and compliance dashboards for practice managers.

You and your clients do. Your data is never sold or shared with third parties, and you can export your data at any time.

Getting Started

Contact our team to book a demo. We'll walk you through the platform, set up your practice, and help you migrate existing client data.

Yes. Our team supports data onboarding so you can bring across existing client records without re-keying everything manually.

Yes. Every practice gets onboarding support, and our team is available to help via in-app feedback and support channels.

Pricing is tailored to your practice size and needs — contact us for a quote.

Choosing a Platform

That depends on the depth of advice you give. Most platforms make you choose between a simple tool that stops at a projection and a comprehensive one that is slow in front of a client. KoiZai is built for advisers who need the full picture — net worth, cash flow, insurance, estate planning, retirement and investments — in an interface fast enough to use live in a client meeting, across Hong Kong, Singapore, Malaysia and Australia.

Three things decide it in practice: whether the platform covers the full advice scope you actually give or forces parts of it into spreadsheets; whether it is quick enough to open in front of a client rather than only at your desk; and whether compliance is built in rather than bolted on. Depth that is too slow to use, and speed that stops at a projection, both fail for the same reason.

Both. KoiZai is used by independent advisers through to adviser groups and dealerships with compliance and team-management needs, and pricing is scaled to practice size. A solo adviser gets the same advice depth as a multi-office firm, without the administrative layers a larger practice needs.

Markets & Clients

KoiZai supports advisers in all four markets from one platform. Practices operating across borders run their client records, modelling and compliance in a single workspace rather than a different system per market, and clients get their own secure access wherever they are.

A Statement of Advice pulls together the fact-find, the modelling and the recommendations, so advisers increasingly produce it in the same platform that holds all three rather than re-keying into a document. KoiZai generates Statements of Advice from the client record it already holds, with the supporting analysis and audit trail attached.

Yes. Retirement projections are built on the statutory rules of the markets KoiZai serves — Singapore's Central Provident Fund (CPF), Hong Kong's Mandatory Provident Fund (MPF), Malaysia's Employees Provident Fund (EPF) and Australian superannuation — rather than on a generic growth assumption. That matters because a projection that ignores mandatory contributions and withdrawal rules is wrong in the years a client cares most about.

Yes. KoiZai gives every client a secure login to view their plan, submit information and approve documents online, so the fact-find and document chase stop happening over email. Advisers see what the client has completed without asking.

Can't find what you're looking for? Email us or send a message with the form above — we reply within one business day.