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Client FAQs

Updated

For a list of frequently asked client questions, see the list below.

Alternatively, feel free to email the support team at support@familyproperty.com.au for assistance! 

 

Login FAQS:

  1. My Lawyer invited me to FamilyProperty but I don't see an invitation email.
    Please check your Spam Folder/s/Filter/s to start. If the email is not there, we'd suggest you whitelist or add postmaster@mail.familyproperty.com.au to your Safe Sender List.

    Alternatively, you can ask your Lawyer to email you a direct invitation link instead. 
     
  2. I'm trying to access the Questionnaire, but when I login I see a "Questionnaire submitted." message.

    Whilst you can access the Questionnaire multiple times before it is submitted, it is designed to be submitted only once. If you have submitted this incorrectly, please ask your Lawyer for help - they can re-grant Questionnaire access. 
     

  3. When I login I see a "Sorry, we couldn't find a matter that you have access to." error message.

    Ensure the email address you are logging in with exactly matches the email address your Lawyer has used. If you're still unable to get in, please email the support team at support@familyproperty.com.au for help. 
     
  4. Can I login via my mobile phone? 
    Yes, you can login to FamilyProperty and fill in the Questionnaire using your mobile browser, however for the best experience we do recommend using a desktop instead. 

 

Questionnaire FAQS:

  1. Can I complete the Questionnaire in parts?
    Yes, you can complete the Questionnaire in parts. The Questionnaire is comprised of different sections shown on the left-hand menu.
     
    You can complete these in order - clicking 'Next' at the bottom of each section to proceed - or you can navigate between the different sections by clicking on them from the left-hand menu.
     

    The Questionnaire will frequently auto-save in the background to ensure no data is lost, even if you navigate away from FamilyProperty without completing the Questionnaire.

  2. How do I come back to the Questionnaire at a later time?
    You can return to the Questionnaire as many times as needed - as long as you have not submitted it - just head to https://app.familyproperty.com.au/login.html to log back in!

 

Disclosure Portal FAQS:

  1. I have submitted my Questionnaire, but do not see where to upload documents for disclosure. 
    You will only have access to the client Disclosure Portal if your Lawyer has enabled this for you. 

    If you are stuck on the "Questionnaire submitted" message when you login, and wish to go to the Disclosure Portal, please ask your Lawyer for help - they can invite you to access the Disclosure Portal. 
     
  2. What does Accessible vs Private mean?
    All documents that are uploaded by a party as Private can only be viewed by those with access to that party's side of the Matter.

    Ie, if you are Party A, only those with access to Party A's side of the Matter (generally the client and their Lawyer/s) will have access to this document.

    Party B and Party B's Lawyer/s will not have access any documents that Party A uploads as Private, and vice versa.

    Accessible     documents can be viewed by anyone with access to the Disclosure Portal for this Matter.

    Ie, Party A can access all of Party B's Accessible documents, and vice versa.

  3. Why don't I see the option to mark documents 'Accessible'?
    If you don't see the option to upload documents as Accessible, this means the Firm Admins have restricted this ability for their clients, and all documents uploaded will be set to Private. 

    Generally, this is done so that the Lawyers can manually review the documents that are uploaded and mark them as Accessible on their end upon review. 

  4. Can I upload documents for disclosure over multiple sessions?
    Yes, you can return to the Disclosure Portal many times as needed - just head to https://app.familyproperty.com.au/login.html to log back in!