Here are some frequently asked questions and troubleshooting tips that may help.
Are screenshots or printed copies of my ID documents acceptable?
No, screenshots of digital ID documents aren’t acceptable. The same applies for photos of a photocopied version of your ID document. If submitted with these versions, you’ll later be asked to provide certified documents and may cause delays with your application being assessed.
What if nothing opens when I click on the link in the SMS?
NextGenID needs to be opened in either Google Chrome or Safari. When opening the app, ensure you select one of these browsers.
What if I accidentally deleted the SMS?
Contact your broker and request the SMS to be resent.
What if I’ve started NextGenID but don’t have all my documents now?
Once your broker sends the SMS, you have 5 days to complete your digital ID. You can restart the application as many times as required during this time and complete your digital ID. If 5 days lapses, your broker can resend the SMS.
Has my application been submitted to Macquarie yet?
If you haven’t completed the digital ID process through NextGenID, your application hasn’t been submitted to Macquarie. For your broker to submit, the ID needs to be successfully completed.
Why have I received an SMS from NextGen for my Macquarie home loan application?
NextGen is used by Macquarie and other lenders for brokers to submit applications for their customers to the chosen lender. The digital ID experience is part of the submission process. The SMS should state ‘Macquarie Home Loan application’ and the reference number of your application. If you have concerns, please speak to your broker to confirm the reference number is correct.
Why isn’t the app capturing my documents when I take a photo?
It’s important to be in a well-lit area when taking the photos to enable the details to be captured accurately. Also ensure the document is laid flat and still while the photo is being taken.
What if my details aren’t correct when the app ‘reads’ my documents?
You can make minor edits to your details after the documents have been photographed. If there are too many discrepancies, you’ll need to go back and re-take the photos.
What if I don’t have an Australian passport, only my foreign issued one?
A current foreign passport is acceptable, but you may be required to provide additional Australian-issued photo ID documents if the Australian Government’s Document Verification Service (DVS) is unable to match your foreign passport. Ensure the ID document used is in the same name as used on your home loan application, and you capture the physical ID document and not a screenshot or photocopy of it.
What if my Australian passport has expired?
An Australian passport can still be used for ID verification within two years after the expiry date, as long as it hasn’t been cancelled for any reason. If your passport doesn’t meet these requirements, you’ll need to provide another photo ID document to meet the ID requirements (e.g. an Australian driver licence).
What if my name is different on my ID documents and my home loan application?
Ideally you can provide a photo ID document that's in the same name as the one used on your application. If there are name discrepancies between your ID documents and the application, you can complete NextGenID but you'll need to provide a certified copy of your marriage or change of name certificate to your broker.
I’ve completed NextGenID but why hasn’t my broker received it?
Allow up to 20 minutes for your details to be sent back to your home loan application. If your broker hasn’t received it, they’ll need to contact NextGen directly. Usually if there’s an unexpected delay, you won’t need to recomplete the ID process unless requested by your broker.
I’m an existing Macquarie customer, do I have to complete ID again?
Yes, to submit a home loan application to Macquarie with your broker you’ll need to complete the digital ID process. If you’ve previously completed NextGenID in the last 12 months, your broker will be able to re-use the previous ID report to the new application, as long as your name and mobile number are the same and your ID documents are still valid.
Why was I asked for additional documentation after completing NextGenID?
In some scenarios, you may be asked to provide certified copies of ID documents to complete the ID verification once the application has been received. Generally, this is due to either a mismatch in names or if your document details haven’t been captured accurately. It’s essential to check the details captured before accepting the photograph.
Are ID documents issued by another country acceptable?
Only a current foreign passport is acceptable for digital ID verification. Documents including birth certificates or drivers' licences issued in another country won’t be accepted.
