The literature on international students predominantly emanates from the Western perspective and offers rich insights into international students' adaptation experiences. While university services improve these experiences, limited studies have investigated the role of pre-support assistance prior to students' arrival. This paper fills that gap from a non-Anglophone perspective, using 31 semi-structured, thematically analysed interviews with postgraduate international students in a Malaysian university. As country-specific research, this paper highlights practices of pre-support services for incoming international students in order to improve their experiences at a Malaysian research university. Pre-assistance provided includes the Student Ambassador Program (SAP), pre-information provided by friends and colleagues, and academics building rapport with students prior to arrival. This has a positive impact on levels of such students' engagement, satisfaction, motivation and sense of belonging to the institution.