For clients: the information request
A business has asked you to check the records it holds for you. Open the link in its email, check each Section One group of records, such as loans or living expenses. , change what is out of date and send your Response Everything you entered, sent back as one submission. . Nothing in the business's records changes until it reviews your response and applies it.
The examples below follow the Mitchells' answer to their adviser's request, which asked for six sections.
1. What the link opens
The link opens one page, Requested information. The bar at the top reads the business's name and has asked for your records, with End session. When your access ends before the due date, or within a week, the bar also gives the time it ends.
Under the title are Due and the date, and Send response. A note then says Check your records for the business, with what to do. If the business wrote a message, the note quotes it after They wrote. The sections follow, one table each.
The Mitchells' request asked for Legal owners, Other assets, Properties, Loans, Income and Living expenses. Its message read Please check your records before our review.
2. Going through the sections
Each section is one table of your records of that kind, such as legal owners, properties or loans. Cash accounts and offsets are under Other assets.
- Select a record to open its form, change it and save. The section then reads Your changes saved, and the record is marked Your changes saved.
- Select the Add button, such as Add living expense, for a record the table is missing. Once saved, it is marked Added by you. You can delete a record you added. The business's own records cannot be deleted here.
- When a section is right, tick These are right. The section reads Confirmed.
- In Income, Super contribution treatment records how each person's super is contributed.
The Mitchells changed two records. Under Other assets, the Mitchell offset had $320,000 recorded on 30 Sept 2026. They entered a newer balance of $321,250. Under Living expenses, they added Pet care, $120 a month. Then they ticked These are right in all six sections.
Changes are saved as you go. You can leave and come back with the latest link, and your work is kept.
3. What is safe to leave blank
Leave anything you do not know. A record you are not sure of can stay as the business recorded it, and the business can ask again.
Where a field asks for a date, use the date on the statement or letter, not today's date. A balance from a statement dated 30 Sept 2026 is entered as at 30 Sept 2026.
4. Sending it back
Send response works once every section is ticked. Until then, a note beside it says what is left, such as 2 sections to confirm.
Select Send response and a box opens. It says the business reviews everything you entered and decides what to apply, and that after you send it nothing can be changed. Sending also confirms the details are accurate to your knowledge, and agrees to PropRetire holding them for the business as the privacy policy describes. Select Send response again to send, or Keep checking to go back.
The page then reads Your response has been sent. You can still read it, but not change it.
The business may ask again about a record, with a reason. You get an email with a new link. The note reads that the business asked again about one record, or how many. That record sits at the top of its section, marked Asked again with the reason, and its form opens with that reason. Only those records can change in this round. Their section is ticked again once you change them, and the button reads Send correction, with a note such as 1 record to change.
5. After it is applied
The business decides each record. It can apply your change, keep the record as it was, or ask you about it again. It may add a note saying why. Your records change only where it Applied A change the business accepted into the records. your answer.
Once it has finished, the page reads that the business has finished with this request, and What they decided gives one line for each record you changed or added, in the business's name.
| Decision | What they decided reads |
|---|---|
| A change applied | The business applied your change. |
| A new record applied | The business added this record. |
| A change not applied | The business kept the record as it was. |
| A new record not applied | The business did not add this record. |
If the business accepts the Mitchells' $321,250, the offset's line reads that it applied your change. Nothing can change after that. If the business needs anything more, a new request comes by email.
6. Who can see it
Only you and the business, through the link. Do not forward it. The link works until its access ends, such as 3 Nov 2026, 8:00 pm for the Mitchells.
End session closes your access on this device. A box first says your saved work is kept, and that changes you have not saved are lost. Select End session again, or Keep working. The page then reads Session ended. To come back, open the latest link the business emailed you.
7. What if the link does not open?
- A link cut short or changed reads This link is not recognised. Open the whole link from the latest email.
- A link that has expired, been replaced or been withdrawn reads This link can't be used. Select Ask for a new link. The page reads A new link has been asked for, and the business is told. Its new link comes by email.
- When the business sends a new link, the old one stops. An open page reads This link has been replaced. Open the latest email.
- The page opened without a link reads Open the secure link from your email.
- Your saved work stays in the request in each case.