Platform Access
Who do I contact if I have issues logging in to the CitoPlus platform?
If you are having any issues logging in to the CitoPlus platform, please contact CitoPlus Support at [email protected]
Why am I being asked to provide my details about my Broker Group (such as ABN)?
To ensure we can safely and securely set up your profile on CitoPlus, there is some mandatory information we require about your broker group (such as ABN) the first time you access the platform.
Why am I being asked to provide my details about myself (such as ACL)?
To ensure we can safely and securely set up your profile on CitoPlus, there is some mandatory information we require about yourself (such as ACL) the first time you access the platform.
Which is the preferred web browser for CitoPlus?
We recommend Microsoft Edge or Google Chrome as the preferred browsers.
Help & Support
How can I get help using the platform?
CitoPlus has an extensive Support Centre which contains articles, user guides, Frequently Asked Questions, and video tutorials on everything you need to know.
The Support Centre can be accessed once you are logged in to the platform via the top right-hand side of the platform.
Once in the Support Centre, you can search for content or navigate to specific deal types or areas of interest.
You can also access live support in the platform via CitoPlus Live Chat which is staffed Monday to Friday 9.00 am – 5.00 pm AEDT
Look out for the Chat icon, it is visible in the bottom right-hand corner of your screen. Our team will be able to answer your questions and if appropriate share screens or hold a video call to help you on the spot.
Using the Platform
How do I create and progress a deal and submit applications?
Please refer to the CitoPlus Support Centre for specific user guides, articles, and videos
How can I request and manage documents securely?
Integrated into the CitoPlus platform is the ability to request data and documents from individuals and businesses to support the deal.
This information can be requested from a variety of contacts (including accountants and solicitors) and can be submitted by a secure portal, landing directly on your platform.
Which lenders can I submit to?
The CitoPlus platform supports submission to any commercial lender in Australia.
The platform helps you prepare short/long form credit papers, discussion papers and pre-fill certain lenders' PDF application forms. It is also easy and convenient to provide the various documents and other required customer information as part of the application.
There are a growing number of lenders that will enable the digital submission of applications via our platform in 2024. Speak to our team about which lenders are already taking digital submissions.
How do I manage my lender accreditations?
CitoPlus has a dedicated section to manage all your lender accreditations, accessed via your Profile in the platform.
How can I provide feedback on the platform and experience?
Reach out to your CitoPlus Partnership Manager to provide any feedback on the login experience, or the platform or if you have any great ideas for new features!
Platform Setup
Can I set up specific role access with my broker group?
If you would like to set up specific access roles with your broker group please contact your CitoPlus Senior Partnership Manager.
Can I have my branding on the platform?
If you wish to have your company logo updated to the portal, please email a high-resolution image of your logo (in JPEG or PNG format) to [email protected]
Data Security
How safe are my data and the client's data in CitoPlus?
Keeping your broker group and client data safe and secure is of the utmost importance and priority to us at CitoPlus. From day 1 we have designed and implemented our platform to be secure by design – not secure as an afterthought.
All data is held within Australia using the services of leading cloud platforms including Amazon Web Services and Microsoft Azure with leading data encryption protocols.
CitoPlus has achieved external certification for the international standard for security (ISO27001) and regularly undertakes external security reviews of our platform.
Brokers are also covered under our Cyber insurance policy for their use of the CitoPlus platform.