Question 1

How do I add children details?

Accepted Answer

When you complete the Insurance module you will be asked to provide details of your children/dependants. This information can then be edited if you go to Account details > Children

Question 2

How do I reset my password?

Accepted Answer

To reset your password, click on 'Log in' and select 'Forgot password' in the pop-up window. From there, follow the prompts, and we'll send you an email with a link to reset it. If you're using Facebook or Google to log in, you'll need to reset your password through their platforms instead.

Question 3

How’s the quality of advice maintained?

Accepted Answer

At Otivo, we’re dedicated to providing trusted, high-quality financial advice. Holding an Australian Financial Services Licence and Credit Licence (No. 485665), we meet the same corporate governance standards as large advisory firms, with our advice independently audited to ensure compliance. All our advisers meet FASEA standards, have passed the Financial Adviser Exam, and are listed on ASIC’s Financial Adviser Register. Ongoing professional development is maintained through Kaplan Professional OnTrack and overseen by our Chief Advice Officer, Philippa Billings. This includes meeting continuing professional education requirements for Otivo’s Qualified Tax Relevant Providers (QTRP).

Adviser	ASIC FAR ID
Paul Feeney, GDip AppFin, Dip FA	1267471
Philippa Billings, LLM, GDip FP, ADipFS, Cert SMSF, Cert MB	1267470

Question 4

Is my private data shared with anyone?

Accepted Answer

No, we don’t share your personal identifiable data with any third party (including your employer if you receive it as part of your employment). Life's stressful enough without worrying about your privacy. That's why we go out of our way to keep the private stuff you share with us under lock and key. Find out more in our Privacy Policy and Security section at the bottom of this page.

Question 5

Is my personal and financial details secure with Otivo?

Accepted Answer

At Otivo, keeping your personal information safe is our top priority. Your data is securely stored right here in Australia and protected by robust security measures like firewalls, end-to-end encryption, and CloudFlare services. We use advanced encryption methods to ensure your data stays secure, whether it’s at rest or in transit. Plus, we follow strict privacy policies to guarantee your information remains confidential and is only used for its intended purpose.

Question 6

Is Otivo licensed to provide financial advice?

Accepted Answer

Yes, Otivo is fully licensed to provide personal financial advice. We hold both an Australian Financial Services Licence and an Australian Credit Licence (Licence No. 485665), meeting all regulatory requirements set by the Australian Securities & Investments Commission (ASIC).

Question 7

How does Otivo work?

Accepted Answer

Otivo generates personalised financial advice to help you be better off. When you update your details, we’ll automatically adjust your plan to reflect your new situation. Getting started is easy — just answer a few questions, choose how you'd like to pay, and we’ll set you up with 12 months plan so you can explore Otivo whenever it suits you, at your own pace. You can also download a Statement of Advice (SoA) which is a summary of your advice whenever you like.

Question 8

Where do I add my partner?

Accepted Answer

You can add your partner when you first get started. Or if you’d like to add a partner later, just go to Account details > Partner info > select "Add a partner".

A pop-up will guide you through the rest.

Question 9

How does Otivo's projected retirement income graph work?

Accepted Answer

Otivo’s projected retirement income graph is based on the personal and financial information you provide, combined with legally required figures like the current Superannuation Guarantee rate. It also incorporates assumptions about the future to give you an estimate of your retirement income, helping you plan ahead with confidence.

Question 10

Does my subscription automatically continue?

Accepted Answer

No, your subscription lasts for 12 months and does not automatically renew. You’ll receive a reminder email before it expires. If you’d like to continue, simply log in and confirm your renewal. If you choose not to renew, your subscription will expire automatically at the end of the 12-month period.

Question 11

How do I choose a super fund?

Accepted Answer

When choosing a super fund, it’s a good idea to look for low fees (ideally less than 1% per year of your account balance), consistent long-term performance (over 20 years if retirement is still a while away), and insurance options if you need them. Around 10 investment options is usually plenty — too many can mean extra fees you might not need. A great place to start is ASIC Moneysmart > Choosing a super fund ASIC’s Moneysmart guide on choosing a super fund. You can also check out comparison tools like the ATO’s MySuper product comparison or browse websites like Canstar for more options.

Question 12

How much income do I need in retirement?

Accepted Answer

A popular rule of thumb is a figure that's around 70% of your household annual salary. It's less because most people have reduced spending habits, a mortgage has been paid off for example.

Tell me more.

An association called ASFA provide detailed retirement expenditure breakdown required for both a comfortable and modest lifestyle in retirement (for singles and couples). Find out more at ASFA Retirement Standard.

Question 13

Why is my super fund is missing?

Accepted Answer

Our super fund data comes from Chant West, and they’re always working to add more funds to the list. If your fund is missing, please contact us so we can notify them and try to get it added for you.

Question 14

Where can I check my super contribution caps?

Accepted Answer

To check your super contribution caps, log in to myGov > ATO > Home and click on Super. You’ll find details about your fund, contributions, balance, and key limits. The Manage section also helps with things like using super for a home or consolidating accounts. Plus, the Compare Super option makes it easy to explore and compare funds or update your employer on your fund choice.

Question 15

How do I cancel my subscription?

Accepted Answer

If you’d like to cancel your Otivo subscription, just log in to your account, head to Account details, the Deactivate Account can be found at the bottom of the page. Keep in mind that once cancelled, refunds aren’t available. If you have any questions or need help, please reach out us at info@otivo.com.

Question 16

How do I edit my personal information?

Accepted Answer

To update your personal information, click on your name at the top right hand side of screen. Here, select Account details, under Personal info you can edit your name, email, mobile number, or partner details. The Financial Summary section allows you to update your gross income, other income, expenses, assets, or debts. Be sure to click Save when you're done.

Question 17

Can I pay for Otivo myself if I leave my employer?

Accepted Answer

Yes. Please feel free to move to an annual plan — just visit www.otivo.com for all the details. If you'd like to keep your existing data, simply click 'Contact Us,' and we’ll help you through the process. If you'd prefer a fresh start, you can dive right in without our help.

Question 18

Does Otivo provide advice on all the different types of super contributions that can be made?

Accepted Answer

No. Otivo provides advice on the most popular types of contributions that Australians make. These include…

The Superannuation Guarantee ('SG'). These are compulsory employer contributions that most Australians receive until they stop working.
Salary sacrifice. This is module 2.1 and called: Contributions from your salary. It's an extra payment on top of SG that your employer contributes to increase the overall contributions made on your behalf. It's different to adding after-tax money to super and is called salary sacrifice.
Personal contributions. This is module 2.2 and called: Tax deductible contributions from savings. Whether you're employed, self-employed, unemployed or retired, you might be eligible to claim a tax deduction on your after-tax super contributions.

Please speak with a financial adviser if you need guidance outside of what Otivo is offering.

Question 19

How do I add another debt?

Accepted Answer

Head to Debt in the left hand menu, and click on Add Debt. In the pop-up screen, choose your debt type, fill in the details, and hit Save.

Question 20

How are investment returns calculated and can I change them?

Accepted Answer

Investment returns are added to the balance of your investment each quarter after fees have been deducted. These fees, which cover the cost of managing your investments, are deducted from your account before tax. Returns cannot be changed.

Question 21

What's an inactive account and does it impact my insurance?

Accepted Answer

A super account will be considered ‘inactive’ if there haven't been any contributions or rollovers into it for 16 consecutive months. Don't worry though, your super provider will send you plenty of reminders before they pull the plug on your insurance cover.

Question 22

What is an algorithm?

Accepted Answer

An algorithm is a complex system of automated, sequential instructions designed to solve a problem or complete tasks.

Question 23

What are asset classes?

Accepted Answer

Asset classes are categories of investments, such as shares, bonds, managed funds, and real estate (property).

Question 24

Who is Chant West?

Accepted Answer

Chant West is a super fund research house that evaluates and rates super funds in Australia.

Question 25

What are diversified options?

Accepted Answer

Diversified options refer to investing across various asset types to reduce the overall risk of a portfolio.

Question 26

What is the difference between growth and defensive investments?

Accepted Answer

Growth investments aim for high returns, while defensive investments prioritise stability and lower risk in performance.

Question 27

What does 'geared' mean in investments?

Accepted Answer

Geared refers to using borrowed funds to amplify potential gains or losses in an investment’s value.

Question 28

What are higher-risk assets?

Accepted Answer

Higher-risk assets are investments with a greater potential for loss but also higher potential returns.

Question 29

What is a Lifestage investment?

Accepted Answer

A Lifestage investment is a portfolio designed to match your risk tolerance and goals at different stages of life.

Question 30

What is a single asset class?

Accepted Answer

A single asset class refers to an investment type, such as shares, bonds, managed funds, or real estate.

Question 31

Who is ASIC?

Accepted Answer

ASIC stands for the Australian Securities and Investments Commission. It is the regulatory body in Australia responsible for overseeing and enforcing laws related to financial services, markets, investments, and corporations.

Question 32

Do I need to sign up with my work email?

Accepted Answer

This depends on your employer, as some require you to use your work email while others don’t. To check or update it, just head to the Account details > Personal Info and look for the Email field. Try changing it, and if it saves, you’re all set!

Question 33

What happens if I deactivate my account?

Accepted Answer

If you choose to deactivate your account, here’s what to expect:

Paid accounts: You’ll retain access until the end of your current billing period.
Free trial account: Your access will end immediately upon deactivation.

Once your account is deactivated, you won’t be able to log in or access your Statement of Advice online. We recommend downloading a copy for your records before deactivating.

By law, we’re required to keep your records for seven years. If you need access to your Statement of Advice in the future or change your mind, please get in touch with u

Question 34

Can you advise me on how to set up a family trust?

Accepted Answer

No. This is usually a complex affair and you need assistance from a legal adviser and tax specialist to structure the trust in a manner that works for your specific circumstances.

Question 35

How do I add another asset?

Accepted Answer

To add an asset later on, head to the Financial summary > Assets section > Add an asset. From there, select from the Asset Type drop-down menu, then enter the value and annual income, and hit 'Save.' If you have any debt on this asset, scroll down to the Debt section, choose Other Debts, click 'Add a Loan,' fill in the details, and hit 'Save' again.

Question 36

How do I know if I have life, income or disability insurance in my super?

Accepted Answer

To check if you have life, income, or disability insurance in your super, log in to your Otivo account and go to Insurance > Personal Insurance, then click "See if this applies to you." You can also check your annual member statement for details and costs, log in to your super fund’s website to view your insurance information, or use MyGov > ATO > Super to track down your accounts. If you don’t find any insurance, it might be because you’re an inactive member with a low account balance. In this case, please check in with your super fund.

Question 37

What if I'm not happy?

Accepted Answer

If something’s not right, we’d love to hear from you so we can make it better! You can reach out to us at support@otivo.com, and we’ll handle your concern according to our Internal Dispute Resolution Policy — just let us know if you’d like a copy. We’re also proud members of the Australian Financial Complaints Authority (AFCA), an independent service that provides free and fair resolution for financial and credit-related complaints. For more details, you can check out our Financial Services Guide (FSG) Click here to access it.

We’re here to help!

Question 38

Which internet browsers are best for using Otivo?

Accepted Answer

For the best experience, we recommend using the latest versions of Chrome, Safari, Firefox, or Microsoft Edge.

Question 39

If I use Otivo, do I still need a financial adviser?

Accepted Answer

Otivo is here to help you take control of your finances, offering personalised advice on managing debt (like mortgages and credit cards), super investments, contributions, personal insurance, and managing your money. While we cover a lot, you might reach a point where your financial needs become more complex, or you need advice on specific products or investment strategies. That’s when a financial adviser could provide extra support and guidance tailored to your goals.

Question 40

Can I include my partner?

Accepted Answer

Yes, you can update your partner's information anytime. This helps us better understand your household so we can provide advice that’s tailored to your needs. Just head to Account details > Partner info. From there, you can view, edit, add, or remove your partner's details

Question 41

Why do you need personal information like my salary?

Accepted Answer

We understand some of our questions might feel a bit personal, but they help us get to know you better so we can provide advice personalised to you. That’s the foundation of financial planning — the more details you share, the more tailored our advice is.

Question 42

Can I make changes to my plan?

Accepted Answer

Yes, you can make updates anytime! So if you’ve had some changes in your life, like buying a home, paying off a car loan, getting married, or having a child, just add those details, and we’ll tailor the advice to fit your new situation — all at no extra cost.

Question 43

Who is Otivo?

Accepted Answer

Otivo is an online financial advice service designed to help everyday Australians be better off by making more informed financial decisions. We hold both an Australian Financial Services License and an Australian Credit License (No. 485665), ensuring we meet all regulatory standards.

Question 44

Why can't I link my bank account?

Accepted Answer

We've temporarily paused the bank account linking feature to make some behind-the-scenes improvements. We'll reactivate it as soon as it's good to go!

Question 45

How are investment fees deducted?

Accepted Answer

Super funds typically charge investment fees to cover the costs of managing your investments, and these are directly deducted from your account by the fund. Otivo applies these fees at the start of each quarter after earnings are added to your super balance, assuming all fees are tax-deductible within the super fund. For more details on fees, check your super fund provider's website or their Product Disclosure Statement (PDS). If you have tax-related questions, it's best to consult your tax adviser.

Question 46

Why can't I get advice on other types of contributions like Spouses contributions or Downsizer?

Accepted Answer

A trustee can only accept contributions that meet all the requirements set out in the super law. Many types of contributions have similar requirements, like age and account balance, while others are very different, such as using the proceeds of your home to make a Downsizer contribution to super where an age limit doesn’t apply. Because super is so complex with many exceptions, Otivo's advice is focused on the most common types of contributions most working Australians make. Please speak with a financial adviser if you need guidance outside of what Otivo is offering.

Question 47

Is Otivo's advice suitable for me if I've started an income stream using my super?

Accepted Answer

Otivo’s advice isn’t suitable if you’ve already started an income stream using your super, as your funds have moved into the pension phase and no new contributions can be added. Changing things at this stage can be complex and may involve additional costs. Please speak with a financial adviser if you need guidance on this.

Question 48

Does Otivo consider my existing insurance products?

Accepted Answer

Otivo only looks at your existing premiums and cover to see if you have enough of the right type of insurance. While there may be insurance options available outside of your primary super fund that offer better terms and lower premiums, Otivo does not consider them in its recommendations.

If you want a broader comparison that includes other insurance choices, it's a good idea to chat with a financial adviser.

Question 49

Can I have trauma cover through super?

Accepted Answer

Super laws don’t allow new trauma insurance to be added through super funds after 1 July 2014. But if you were a member before that date and already had trauma cover, it might still be protected. It’s worth checking your member statement or asking your super fund to confirm. If trauma cover isn’t available through your super and you need it, you can always explore options with an insurance provider outside of super.

Question 50

What do I need to start my journey with Otivo?

Accepted Answer

There are no hard and fast rules for getting started with Otivo, and with our plan offering 12 months of access, time is on your side. However, here’s a list of information that can help you complete our fact-finding process more quickly — your latest payslip, details of any current or planned super contributions, your most recent super statement, the value of your assets (like shares or savings), a list of outstanding debts (like credit cards or mortgages), any investment income details (like dividends or rental income), your personal insurance policy information, and your super details from your myGov ATO > super services

Question 51

How are my loans prioritised?

Accepted Answer

We start with high-interest debts, like credit cards, and then tackle others, like personal loans. By looking at your income and expenses, we suggest repayments that make it easier to reduce your debt while maintaining your financial stability.

Question 52

Why can't I get a recommendation for debts like car loans or investment loans?

Accepted Answer

Otivo focuses on helping you prioritise and pay off high-interest lifestyle debt, like credit cards and personal loans. For other debts, like car or investment loans, we use that information to get a clear picture of your cash flow after repayments — but we don’t offer specific recommendations or strategies for those types of loans.

Question 53

To get the age pension, do you have to be an Australian resident?

Accepted Answer

Yes. Otivo assumes you satisfy the Australian residency requirements and that you won't get a pension from the Department of Veteran Affairs (DVA).

Question 54

Does my subscription renew automatically?

Accepted Answer

Your subscription lasts for 12 months and you must select to renew your subscription as it will not renew automatically.

Approximately 30 days before your subscription ends you'll receive a reminder email, if you choose to ignore these emails your subscription will simply end.

Question 55

Which section should I complete first?

Accepted Answer

You can start with any module. Each section will take you through the relevant questions needed to complete it.

Question 56

Can I add my Self Managed Super Fund (SMSF) details?

Accepted Answer

At this stage Otivo doesn't provide advice on SMSF's.

Frequently asked questions