Frequently Asked Questions

Open the first email you received, and click on the ‘Review and Sign Documents’ button. For security reasons, each time you access your documents you will be prompted to enter a security access code sent to your mobile phone.

Please contact us if:

• You do not receive that code; or
• You received the code, incorrectly entered it several times and access is now denied; or
• You clicked on the ‘Review and Sign Documents’ button in the email, but access was denied.

Once you have correctly entered the security access code, you will be asked to read and agree to the Electronic Record and Signature Disclosure.

If you agree, click on the ‘Consent’ box and the ‘Continue’ button.

If you do not agree, click on the ‘Actions’ button, then the ‘Decline to Sign’ button and explain why you do not want to sign the documents electronically. All borrowers will receive an email advising who has declined to sign and why. The documents will no longer be accessible.

You can view your signed loan documents either by:

• Clicking on the 'Review and Sign Documents' button in the email you received to sign your loan documents, or
• Clicking on the 'Review and Download Documents' button in the email you received after signing your loan documents. You will be prompted to enter a new security access code.

Important: The documents will automatically be deleted 30 days after they have been signed. Please print or save the documents before then.

After you click on the consent button, follow the prompts on the left hand side of the screen. The tabs will indicate when to sign, when to enter information, and when to upload documents.

If you make a mistake when completing a form, you can go back and change your answers at any time before you click the ‘Finish’ button.

The electronic signature you choose will not be the same as your handwritten signature, but that’s OK. Whatever signature you do choose will be legally binding. Please note that once you click on the ‘Adopt Signature’ button, you will not be able to change the style of the signature.

Please note you cannot print the documents and then sign them with a pen. These documents have been specifically designed to be completed and signed electronically.

At any stage if you decide that you would prefer to receive a paper document pack in the mail, click on the ‘Actions’ button, then the ‘Decline to Sign’ button and explain why you do not want to sign the documents electronically. We will arrange for a new set of documents to be printed and posted to you.

• A yellow paper clip will appear at the end of the row. Click on that paper clip.
• An ‘Upload Document’ screen will pop up. Click where is says ‘click here to upload’.
• Find the document you want to upload (this can be a PDF or a photo) and highlight that document.
• Click on the ‘Done’ button.

• Once a document has been uploaded, the yellow paper clip you initially clicked becomes a grey paper clip. Click on that grey paper clip.
• An ‘Upload Document’ screen will pop up and list each document that has already been uploaded.
• Click on the cross (X) at the beginning of the document you want to delete.
• Click on the ‘Done’ button. The document has now been deleted.