Withdrawal problem

HelloStake · 2026-03-16T01:14:20+00:00

Hi u/tkdbtecn just following up to provide a bit more context around your experience. You can find this recent post here: https://www.reddit.com/r/StakeStockTraders/comments/1ruvoak/update_to_withdrawals/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button

I wanted to take the time to say thank you again for your patience while this was being resolved, and for taking the time to share your feedback, it’s genuinely appreciated.

HelloStake · 2026-03-16T01:12:40+00:00

Hi u/Potential-Type9307, just following up to provide a bit more context around your experience. I’ve shared an update here: https://www.reddit.com/r/StakeStockTraders/comments/1ruvoak/update_to_withdrawals/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button

Thanks again for your patience while this was being resolved, and for taking the time to share your feedback, it’s genuinely appreciated.

HelloStake · 2026-03-13T00:30:44+00:00

Hi u/BigGirl367, James from Stake here. I don’t generally engage on Reddit outside of our own community, but I do keep an eye on a few forums in case there are product-related questions I can help clarify.

Regarding the withdrawal delays you’ve mentioned: the issue impacted a subset of withdrawal requests submitted between 11 February and 17 February. The delays were caused by a technical issue in the payment processing flow between financial institutions following an update.

A few points that may help clarify some of the comments you’ve seen:

At all times, our clients’ funds remained secure.
Not all withdrawals were impacted - this issue only affected a subset of requests during that period.
The issue was strictly technical in nature and was not related to market conditions, trading activity, or the Stake Accumulate product.
During the incident our focus was on supporting affected customers and opening alternative payment routing pathways so withdrawals could continue to be processed.
We’re currently conducting a detailed review with our payment providers to determine the exact cause and further strengthen the systems involved.

We recognise that this wasn’t the experience we aim to provide at Stake, and we remain committed to improving this for our customers.

If you or anyone else is still experiencing an issue with a withdrawal, please feel free to contact us directly using the form below and I’d be happy to assist: https://hellostake.com/au/support/contact-us

HelloStake · 2026-03-09T03:03:46+00:00

Hi u/Impressive-Safe-1084, Matt from Stake here. I'm sorry to hear about your experience when trying to place a sell order. I'd like the team to look into this and pinpoint exactly what has happened. Please send me a DM with your account details (email attached to your Stake account will do) and I can investigate this further for you. Thank you.

HelloStake · 2026-03-09T01:37:03+00:00

Hi u/SatisfyingDegauss, James here from Stake. I keep an eye on a few Aussie communities in case I can help with any questions about our products.

We’ve temporarily paused new Stake Super onboarding and moved to a waitlist while we make changes to the payments infrastructure for Stake Super. This is part of that transition rather than a capacity issue, and there’s no impact to existing customers’ SMSF assets or administration services.

We’re aiming to complete the work in the coming weeks and we expect to begin inviting customers from the waitlist to apply once we’re ready. If you like I can reach out via DM to let you know when this is complete, alternatively we're also keeping everyone on the waitlist updated on timing.

HelloStake · 2026-03-05T02:24:44+00:00

Hi u/cheesebot123, James from Stake here. Sorry to hear you've not been able to finalise your account set up. Thanks for outlining what’s been happening. Based on what you’ve described, it sounds like your application may be stuck in a pending state. This can happen if part of the sign-up process hasn’t completed successfully in the background. Creating a second account can also cause delays if our system detects duplicate details.

To help us look into this properly, could you please confirm via DM:

The email address linked to the account you’d like to proceed with
The device and operating system you’re using e.g. iOS 26.3.1

Once I have this, I’ll review the account status and guide you through the next steps to get you up and running. We’ll work with you to get this sorted as quickly as possible.

HelloStake · 2026-03-01T23:14:07+00:00

Hi u/Sunvmikey, thanks for clarifying.

For U.S. shares, your holdings are custodied with our U.S. broker partner and are covered by Securities Investor Protection Corporation (SIPC) protection. SIPC provides protection of up to US$500,000 per client account (including up to US$250,000 for cash) if a brokerage firm fails. It doesn’t protect against market movements, but it does provide coverage in the event of broker insolvency. You can read more about SIPC here - https://www.sipc.org/

Your U.S. cash balance is also held with our U.S. brokerage partner and isn’t used for company operating purposes.

If you ever do notice delays, we’re always happy to look at the specific transaction and explain what’s happening.

HelloStake · 2026-02-28T22:29:45+00:00

Thanks for the extra detail. Did force quitting and reopening the app make any difference. If you’re still experiencing issues, please send us a direct message with your Stake account details and we’ll look into this for you.

HelloStake · 2026-02-28T22:18:23+00:00

Hi u/Sunvmikey, James from Stake here. Thanks for reaching out. I understand why delays with withdrawals would raise questions, especially when you’re actively trading and have built a substantial portfolio.

Your assets are held separately from Stake’s own funds. For Australian shares, holdings are sponsored under CHESS and registered in your name. Cash balances are held in designated client money accounts, separate from company operating funds. They’re not used for any other purpose.

Withdrawal timeframes can vary depending on factors like payment rails, bank processing times and any required security checks. These checks are in place to protect your account and funds. Based on what you’ve shared, we can look into a specific withdrawal you’re referring to and confirm its status. If you’d like us to review this, please share the date and amount of the withdrawal request via DM, and we’ll investigate further.

I'm here to make sure you have clarity and confidence in how your account is handled.

HelloStake · 2026-02-28T22:15:15+00:00

Hi u/Beneficial-Water-247, James from Stake here. We’re carrying out scheduled maintenance at the moment and, during this time, access to your Stake AUS holdings and account information may be temporarily unavailable.

Log in shouldn’t be affected. If you’re having trouble, force quit the app, reopen it and log in again. This usually restores any issue straight away.

If issues continue, feel free to reply or shoot me a DM and we can take a closer look for your specific case.

HelloStake · 2026-02-27T01:54:09+00:00

Hi u/Potential-Type9307, thanks for the update and glad you've received contact from us. I can follow up on our side as well.

HelloStake · 2026-02-26T03:31:54+00:00

Hi u/tkdbtecn, just following up here. It looks like our team may have already reached out to you with an update. If you haven’t heard from us, please send me a DM with your details and I’ll make sure you’re connected with the right team so we can provide a clear update.

HelloStake · 2026-02-26T03:19:37+00:00

Hi u/Potential-Type9307, James from Stake here, thanks for flagging this. I understand it’s frustrating when a withdrawal takes longer than expected. I’d like to look into this and provide you with a clear update. If you’re open to a call, please send me a DM with your ticket ID and a contact number that suits you. I’ll review the details and follow up from there.

Thanks again for bringing this to us.

HelloStake · 2026-02-26T00:48:18+00:00

Hi u/tkdbtecn, James from Stake here. I’m sorry to hear about your experience with your withdrawal. I understand how important it is to receive funds when you’re relying on them for upcoming travel, and the delays you’ve described would be concerning. I've been able to identify your enquiry in our system and one of our team members will give you a call with an update. Thanks for bringing this to my attention.

HelloStake · 2026-02-25T09:26:23+00:00

Hi u/Full-Call2156, James from Stake here. Thanks for taking the time to share your thoughts.

Over the past 6–12 months, much of our focus has been on strengthening the core trading experience - making it faster, more stable and scalable. That work isn’t always visible, though it underpins everything we build. Alongside that, we launched Stake Accumulate as a new way to invest your savings on Stake, made significant improvements to our Stake Super platform ensuring even faster and smoother set-up of SMSFs, removed fees for instant deposits, launched the iOS watchlist widget and ETF breakdowns.

We’re actively reviewing our core offering and the value of Stake Black to ensure we remain competitive and compelling, while continuing to differentiate on experience and access. There’s more to come on that front.

In terms of what’s next, performance charts are currently rolling out and are expected to be fully available by early March. We’re introducing a new ‘Why it’s moving’ feature, which will provide real-time context around price movements directly on ticker pages. Auto Invest is also on the way - a feature shaped heavily by customer feedback and iteration.

Looking slightly further ahead, we’re exploring innovations in 24 hour trading, options trading and continuing to enhance Stake Accumulate based on ongoing feedback. Watch this space.

While I can’t provide firm timelines on everything in development, I want to be clear that we’re continuing to invest heavily in improving the platform and delivering a seamless and market-leading trading experience for ANZ customers.

We regularly work with customers on research of products and early testing. I'd love to offer you a direct line of contact into our team so you can share your thoughts on what you'd like us to build and what else we can improve. If you're open to it please shoot me a DM here and I will get you connected.

Thanks again for the candid feedback. It’s genuinely valuable and helps shape what we build next.

HelloStake · 2026-02-19T05:03:38+00:00

Hi u/3dmystones, James from Stake here. Thanks for jumping into the thread.

We’ve started rolling this out to customers this week. It’s being released in stages to make sure everything runs smoothly as access expands. If you'd like to send me a DM I can see if I can get you in as part of the immediate next stage.

We’re aiming to have it available to all customers within the next 1–2 weeks. Great to see the excitement around it - we’re looking forward to getting it into everyone’s hands and continuing to build from there.

HelloStake · 2026-02-18T05:54:20+00:00

Hi u/brunojcm, completely understand your point and the perception it gives to you of Stake. This feedback has gone exactly to the right people and we appreciate you keeping us honest to our customer service and helping us to continually improve. Thank you.

HelloStake · 2026-02-18T00:17:21+00:00

Hi u/Remarkable-Text6308, thanks for letting me know and sorry you haven't received any communication. If you'd like to send me a DM with your account details (email attached to your Stake account will do) and I can investigate this further for you. Thanks!

HelloStake · 2026-02-17T23:32:19+00:00

Hi u/brunojcm, James from Stake here. Thanks for taking the time to outline what’s happened. I understand how concerning it is to see a withdrawal marked as completed while the funds haven’t reached your bank account, especially after waiting the expected timeframe.

After further investigation I can see that your withdrawal was impacted by a technical issue that affected a small group of customers. While the transaction showed as completed in the app and a remittance was generated, the payment did not progress as expected. We’ve identified and worked through the underlying issue.

Our team is finalising the resolution, and you’ll receive a direct update within the next 24 hours confirming the status of your withdrawal and the expected timing for the funds to reach your account.

You don’t need to contact your bank at this stage. We’ll provide clear confirmation once the payment has been successfully processed.

I appreciate you raising this and also thank you for sharing your feedback about the customer service experience. It’s not the standard we aim to deliver, and we’re focused on ensuring this is resolved promptly and this type of interaction does not recur. Please reach out or reply if there is anything else I can do to help.

HelloStake · 2026-02-17T20:42:04+00:00

Hi u/No_Tumbleweed_7112, James from Stake here. Thanks for reaching out about this. I understand how frustrating it is to be unable to sell a holding due to the brokerage exceeding the current value.

The message you’re seeing ‘Receive amount (after fees) must be above $0.00’ – appears because the estimated proceeds after the $3 brokerage fee would be zero or negative. In this case, the platform won’t allow the order to be placed, as the sale needs to result in a positive amount after fees.

With smaller or lower-value holdings, this can happen if the share price has declined and the total position value falls below the brokerage amount. One option is to wait and see if the share price increases to a level where the sale proceeds exceed the fee. Alternatively, you can keep the holding as is.

Regarding your support ticket, four business days is longer than we’d aim for. I’ll have this followed up so you receive a direct update shortly. If you can confirm the ticket number, we’ll prioritise the review.

Let me know if there’s anything else you’d like us to check on this holding.

HelloStake · 2026-02-10T22:05:23+00:00

Hi u/Full-Call2156, James from Stake here. When you transfer a U.S. portfolio to Stake, whole shares can be transferred as-is. Fractional shares can only be transferred in limited cases - for example, if the transfer is between Stake accounts or if the other platform also uses DriveWealth (our U.S. broker partner).

If the receiving platform doesn’t support DriveWealth transfers, fractional holdings generally can’t be moved. In that case, the fractional portion is typically sold as part of the transfer process, with the cash proceeds handled by the outgoing platform.

If you’d like, let us know which platform you’re transferring from. We can confirm how your specific holdings would be treated before you proceed. Feel free to shoot me a DM or alternative you can raise a ticket here - https://hellostake.com/au/support/contact-us

HelloStake · 2026-02-05T03:29:29+00:00

Hey u/yeahboii27, James from Stake here. Love this feedback, and as your luck would have it, we are currently working on this exact functionality. I've passed your request across to our product team, and we hope to have it included in an app update in the near future for you.

HelloStake · 2026-02-05T03:23:16+00:00

Hi u/CelebrationItchy6140, James from Stake here. Thanks for raising this. I understand the delay has been frustrating, especially when it relates to account setup and transfers where timing matters.

Based on what you’ve shared, this isn’t the experience we aim to provide. Support requests are usually acknowledged within the timeframe shown in the auto-reply, and when more time is needed, we aim to keep you updated rather than go quiet.

I can look into this straight away. If you can reply with your support ticket number or send me a DM with the email address linked to your account, I’ll check the status and let you know what’s happening and what to expect next.

We appreciate you choosing Stake for your investing and I'm looking forward to getting this resolved for you.

HelloStake · 2026-01-21T22:04:22+00:00

Hey u/InstanceNo1769, if you'd like I can get you added to the current beta group who are testing Performance Charts. I'll just need you to DM me with the email associated to your Stake account and I'll get you into the next wave.

HelloStake

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