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Customer Guide
Getting Started: Customer Guide
A complete walkthrough for home loan applicants — from your first login through to submitting your application and tracking its progress. This guide covers everything you need to know as a customer.
What You Can Do
Apply for a Home Loan
Complete a guided multi-step application form with auto-save so you never lose your progress.
Upload Documents
Securely upload ID, payslips, bank statements, and other required documents directly through the platform.
Complete Tasks
Your broker may assign tasks for you to complete — such as providing additional information or signing documents.
Track Progress
View the real-time status of your application as it moves through assessment, approval, and settlement stages.
Receive Notifications
Get notified by email or SMS when your broker updates your application or assigns a new task.
Communicate with Your Broker
Stay in touch with your assigned broker through the platform for questions and updates.
Before You Begin
Step-by-Step Walkthrough
Access the Platform
Your broker will share a link with you — this could be their personalised landing page (e.g., /broker/john-smith) or a direct magic link sent to your email or phone.
Two ways to get started:
| Method | How It Works | Login Required? |
|---|---|---|
| Broker Landing Page | Visit your broker's page and click "Start Application" or "Apply Now" | Yes — sign in via Manus OAuth |
| Magic Link | Click the unique link your broker sent you via email or SMS | No — the link authenticates you automatically |
Complete Your Application
The application form is divided into clear sections. You do not need to complete everything in one sitting — your progress is saved automatically as you go.
Application sections:
Your name, date of birth, contact information, and residential address
Current employer, job title, salary, and any additional income sources
Assets, liabilities, existing loans, and monthly expenses
Property details, loan amount, preferred loan type, and repayment preferences
Review all your information, make corrections, and submit your application
A progress indicator at the top of the form shows which sections are complete and which still need attention. Sections with missing required fields will be highlighted.
Upload Your Documents
Your broker will need supporting documents to process your application. You can upload these directly through the platform at any time.
Commonly required documents:
Navigate to My Documents from the navigation menu to view all your uploaded files, check their status, and upload additional documents as needed.
Complete Assigned Tasks
During the application process, your broker may assign tasks for you to complete. These appear in your My Tasks section and may include things like providing additional information, signing documents, or confirming details.
Task statuses:
| Status | Meaning | Action Required |
|---|---|---|
| Pending | Task has been assigned to you | Yes — review and complete the task |
| In Progress | You have started working on this task | Yes — finish and mark as complete |
| Completed | Task has been finished | No — your broker will review |
Track Your Application Progress
Once submitted, your application moves through several stages. You can track its progress in real time from the My Application page.
Application stages:
Your application has been received and is queued for review
Your broker is reviewing your application and documents
Your application has been submitted to lenders for assessment
A lender has conditionally approved your loan — additional conditions may apply
Your loan has been fully approved with no remaining conditions
Final paperwork is being processed and funds are being arranged
Your broker will update the status as your application progresses. You will be notified of any status changes automatically.
Stay Responsive
The speed of your application depends on how quickly you respond to requests from your broker. Here are some tips to keep things moving:
Complete assigned tasks within 24–48 hours to avoid delays
Blurry or incomplete documents will need to be re-uploaded, slowing the process
Keep an eye on your email and SMS for updates from your broker
If you are unsure about anything, contact your broker sooner rather than later
If your employment, income, or financial situation changes, notify your broker immediately
Frequently Asked Questions
Can I save my application and come back later?
Yes. Your application is auto-saved every few seconds. You can close the browser and return at any time — your progress will be exactly where you left off.
What if I uploaded the wrong document?
Go to My Documents, find the incorrect file, and upload a replacement. Your broker will see the updated version.
How do I know when my broker needs something from me?
You will receive a notification via email or SMS. You can also check your My Tasks page at any time for pending items.
Can I apply with a co-borrower?
Yes. During the application process, you can add co-borrower details. Your broker can also set this up on their end.
Is my information secure?
Absolutely. All data is encrypted in transit and at rest. Documents are stored securely in the cloud, and access is restricted to you and your assigned broker.
What if I need to change my broker?
Contact the platform administrator. They can reassign your application to a different broker if needed.
I lost my magic link — what do I do?
Contact your broker and ask them to resend the link. Magic links can be regenerated from the broker's dashboard.
Need Help?
If you have any questions or run into issues, your broker is your first point of contact. You can find their details on the landing page they shared with you, or in your application dashboard.
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