❓ FAQs

1. What is Middle?

Middle builds technology solutions that improve the way mortgage brokers interact with their clients. Our industry leading technology instantly enhances the client experience, uplifts digital capabilities and enables brokers to scale their business for growth.

2. Can borrowers and brokers trust Middle?

Put simply, yes. Middle understands the importance of trust and the role it plays in the end-to-end home loan process. As a result, there is nothing more important to Middle than data safety and privacy. We only use Australian-based data facilities, the best encryption services and will never sell your data to anyone, ever. Our Privacy Policy is available online.

3. What happens to a borrower’s application information?

All borrower application information is provided to you, their broker. You can access this information via our broker portal and you can also directly import the customer declared information into select aggregator platforms.

4. Does it cost anything?

Middle is paid for by you, the broker, and as such is entirely free for borrowers. They simply login via any of their devices (mobile, tablet, laptop or desktop) to complete the details requested. More about Billing

5. Does it work on any device type and browser?

Middle works on any internet connected device (e.g. Mac, Windows, iPhone, Android etc.) via any current web browser (Chrome, Safari, Edge, Firefox etc.). Just make sure you've kept your browser up to date with security updates to avoid any issues.

6. What if they have more than two borrowers or a guarantor?

Middle currently caters for one or two borrowers and no guarantors. Middle is continuing to expand applicant eligibility and will let Brokers know as soon as we do.

☝️

If you're a Finsure broker and you want to collect the information of dual applicants and their guarantors, you could send out 2 separate Discovery Journeys. 1 to the dual applicants, and another to the guarantors.

7. What if my borrowers have multiple home loan needs?

Middle caters for clients seeking to refinance, make a new purchase or both. For the Refi/New Home Purchase scenario borrowers simply begin by providing details relating to their refinance and at the end of that process they will be asked to provide relevant additional details related to their property purchase. Most importantly, they don’t need to share the same information twice - we will use some smarts to pre-fill as much information as we can!

8. What if they do not want to connect to their bank accounts?

One of the key benefits of using Middle is that it is able to automatically identify your income, liabilities, expenses and assets easily and quickly. Middle does this via a one-time direct connection to their bank. Login details are never stored by Middle and as a result can never be reused. Middle then summarises their financial position using only the accounts the borrower would like us to review.
If a borrower does not want to take advantage of the automatic detection, they can manually declare income, liabilities, expenses and assets as they would any other mortgage application process.

9. What if they do not want to do a credit check?

Middle asks all borrowers for consent to run a soft comprehensive credit check with Equifax. The credit check Middle performs does not impact their credit file. It’s used to automatically detect liabilities such as home loans, personal loans and credit cards so none are accidentally missed. If a client does not wish to complete a credit check they will not be able to complete a Middle Discovery Journey.

10. How does it work for joint borrowers?

Both borrowers receive a unique invitation link to their email. While Middle is designed to allow the primary borrower do most of the driving, the secondary applicant must provide their personal details and they can optionally both connect their bank accounts to identify their financials as well as provide relevant documents to save the primary applicant from uploading on their behalf. The primary borrower completes the property details, their own personal details, all finances, the loan preferences and all documents.

11. What if a co-borrower does not want to connect to their bank?

If a co-borrower does not want to connect to their bank, they can declare their finances manually. This information is then shared with the primary borrower to check whether the consolidated finances are accurate or whether any changes are required.

12. What if a borrower shares bank accounts with non-borrowers or has business accounts?

We ask borrowers to only select the bank accounts that best reflect their finances. If a joint-account is shared with a non-borrower, it’s best to only include it if it includes details of the applicants income, expenses or savings. Each step of the way, borrowers are asked to check that any pre-filled information looks accurate and to update any information that doesn’t look right.
Borrowers should exclude any business accounts as these are not related to their personal financials.

13. What if my clients financial institution is not listed in the drop-down list when trying to setup up a bank connection?

Some banks prevent ‘screen-scraping’. Unfortunately this means Middle is unable to automatically summarise a borrower’s finances. If that’s the case borrowers just manually declare finances as they do today. Note in the future, we will use Open Banking as an alternative to screen-scraping which will provide Middle with a wider selection of financial institutions.

14. What if I have invited my client but they haven't received a Discovery Journey invitation email?

Usually when a client hasn't received an email inviting them to start a Discovery Journey it's either due to:

• the email being redirected to 'spam' or 'junk'
• if you've entered in the wrong email you can update client's email address to resend the invitation
• Alternatively, they can log in to the platform using the same email you sent the invite to. Direct them to visit https://app.middle.finance/ to log in and they can then continue and complete the Discovery Journey.

15. What if my client does not receive a 'magic code' to login to their Discovery Journey?

Usually when a client does not receive a 'magic code' it's either due to:

• the 'magic code' email being redirected to 'spam' or 'junk'
• the client is probably using a different email address to the one you entered when creating a Discovery Journey

Get in touch if problems persist. If you're a Finsure broker, and are sure that the email you entered (either in Infynity or creating a Discovery Journey in Middle) is the same one the client is using to locate their invitation, contact Finsure support.

16. Can I request Documents only? (i.e. not require the client to complete the entire Discovery Journey)

Currently this is not possible. But if you think this feature would be useful, feel free to upvote or submit an idea / feature request here.