Submit your client's supporting home loan documents

An application will not progress until the system indicates that all supporting documents have been received. Back Channel Messages (BCMs) will continue to be sent itemising all missing documents until they are received correctly by the system. If you have provided an alternative/exception document, please contact us using live chat in Broker Portal.

To submit outstanding supporting documents, you need to submit your clients supporting documents directly in ApplyOnline. You can do this via the ‘Supporting Documents’ tab in ApplyOnline. As part of the application stage, key documents will need to be uploaded to proceed with the submission. Mandatory documents will be highlighted with a red dot on the ‘Submission’ checklist. 

To avoid delays, documents will need to be submitted accurately to the categorised tile (i.e. payslips uploaded onto the ‘Payslips’ tile). If you have uploaded the files incorrectly, you can reclassify the documents in ApplyOnline.

The steps showing you how to upload a document can be found in this video from ApplyOnline.

Keep in mind:

• All documents need to be uploaded individually to the specific tile
• Where the document doesn’t meet the description of a category – see ‘Uploading additional documents via ApplyOnline’ 
• You’ll need to satisfy all the tiles on the ‘Approval Checklist’ before the application can progress.

If additional supporting documents are needed after submission, you’ll still receive a BCM from us outlining what’s needed. You can also view outstanding documents for your applications in our broker portal.

If you need additional information, you or your support staff can contact us using live chat in our Broker Portal.

When the document you to submit doesn’t have a tile, you can upload it by: 

1. Click on the ‘Additional Documents’ tile
2. Attach the document as per normal process
3. When you’re verifying the document, you’ll need to: 
   • Select the pages to submit. It will default to all pages in the document.  
   • Identify the document in part 2. Use the search filter to find the appropriate document classification. 
   • In part 3, you’ll need to confirm what it relates to. Here you must only select if it’s related to an individual applicant or the application itself. These will be the suggested options and you’ll just need to select the correct one. 

For example, to send us your broker notes you'll need to add this under the 'Additional Documents' tile. Search 'broker notes' to identify your document type and select 'application' from the options to identify what the document relates to. 

When there is an incorrect requirement on the ‘Approval’ checklist, you’ll need to request an exception on that tile before you can send us the other documents uploaded. The exception screen also has options for ‘Document unavailable’ and ‘Other’. All tiles on the Approval checklist will need to be completed, either with document uploaded or exception requested. Please note that all mandatory tiles need a document to be uploaded.  

Tiles that are mandatory, noted by the red dot, cannot have an exception request, and will need a document to be uploaded. 

 For other documents, you can request exceptions to tiles on the Approval Checklist by:  

1. Select the 3 dots in the top right-hand corner  
2. Select Request an exception  
3. Complete the required information on this screen  
4. Select Submit.

 Please note, anything you add in the ‘Notes to lender’ text box will be sent to us and will be useful in assessing your exception request. Comments left on tiles are not sent to us. 

You cannot currently upload additional documents in the broker portal. Please send an email to docs@loans.macquarie.com with only one APP number (or PIA number) in the subject line. For linked applications, a separate email with supporting documents is required for each application. 

When sending additional documents, please ensure:   

• Email subject line starts with the APP or PIA Number in the correct format e.g. APP-1234567 Smith or PIA-1234 Smith (surname optional) 
• Attachments are PDF (preferred), Word and JPEG files only (Excel, WinZip and password protected documents do not attach). Total attachments cannot exceed 10MB per email. 

Once submitted, please allow up to 2 hours for the documents to be attached to the application. Following resubmission of your documents, you will receive a BCM from us letting you know that the file is moving to credit or whether further documents are required.  

If you need additional information, you or your support staff can contact us using live chat in our Broker Portal.

ApplyOnline supports the files under 50MB in the below formats: 

• PDF 
• DOC 
• DOCX 
• RTF 
• ODT
• TXT 
• JPG
• TIF
• BMP
• GIF
• PNG
• HTML.

Please note, this feature does not support Microsoft Excel or XLS files. Files also need to be uploaded without a password.

Yes, all sensitive information will need to be redacted before it’s submitted to us through ApplyOnline. The steps for this can be found in this video from ApplyOnline.