on 07-06-2021 08:07 PM
We recently held our PEXA, I have a question! webinar where a panel of Member Services team leaders shared their knowledge, expertise and tips on common FAQs they receive from members. The team loved interacting with our members during the live Q&A segment, however due to time constraints, we were unable to address all of the questions posed. To follow-up, we have answered the remaining FAQs below which we hope also helps the broader community. If you have any suggestions for other FAQs you'd like to see answered, please comment below.
Please note, the webinar was operational and administrative in nature, as are these FAQs. If you are looking for resources relating to a particular transaction type, please visit our help centre or webinar page.
Member Support will ask us questions to verify who we are, how can we verify them?
If you receive a call from someone claiming to be from PEXA and would like to verify they are from PEXA, please hang up and call Member Support directly on 1300 084 515, and ask to speak with that person.
Can I use PEXA on my mobile phone?
You can! Most screens are mobile responsive, but please note that you can’t sign in to PEXA from your mobile phone - this will need to be done on a computer.
How can I access a completed matter via PEXA?
Completed matters can be accessed via the "Completed" folder on your Dashboard.
Where is the "Profile" located to update details?
To access your profile, simply click on your name in the top left-hand corner of the PEXA page, and select "Profile Settings".
When accessing PEXA outside of the office, do you suggest using publicly available wifi, or hotspotting from a phone?
Is PEXA planning any upgrades to the signing experience?
We're continually looking at ways to improve, and one of the areas we're very keen to improve is digital signing. Your question is very timely, as we're investigating this as we speak. If you'd like to be involved or have some ideas, please comment below.
What do you do with feedback collected through PEXA?
All feedback received via any of our surveys, including the Feedback tab, are read by our dedicated PEXA Member Experience team. Their role is to read, share and escalate feedback to the relevant teams across the organisation. That might sound like a big job, and it can be at times! But we aren’t alone – everyone at PEXA plays a role in listening to our members like yourself and in delivering a great member experience. So yes, you are being heard!
When it comes to Financial Institution members, we do provide them with access to practitioner feedback. Our dedicated Financial Intuitions team at PEXA also regularly discuss your feedback with these members too. These channels help to support them in their journey to continuously improve the experience they deliver.
So please keep sending your feedback through! We’re here, we’re listening, and we love hearing from you.
When will it be possible to create the ATO Form 1 and 2 on PEXA?
ATO Forms should be available in the platform soon. We are just finalising the dates, and our Community page will be updated to advise when to expect to see it within your matters.
How can I change the telephone number my MFA code is sent to?
Give our Member Support team a call on 1300 084 515 and we can assist in changing the number.
For the MFA code, if I have two mobile phones (office and personal) - can I install PingID on both phones?
This is not possible, as being able to link more than one device to a profile would pose a security risk.
Could you have both the app and SMS for login code?
No. Similar to the above, you would need to choose between the app or SMS as the primary way in which you log in. We recommend you use the app.
What is the timeframe for PEXA automatically logging out when not in use, and can this be extended?
The current timeout is 20 minutes. Security best practice states that the limit should not exceed this.
At what point in the transaction does the transfer lodging fee show in the PEXA workspace?
Lodgement fees will usually generate in a workspace once the documents have gone through their first Lodgement Verification with the Land Registry. This happens once all documents in the workspace move to a "Prepared" status.
Who pays for the lodgement and PEXA fees? Is it the responsible subscriber? For example, for a standalone document that requires mortgagee consent, is the responsible subscriber the bank or the lodging party?
Correct! In a matter with a financial settlement, the responsible subscriber is the party who is assigned the payment of the lodgement fees. The PEXA fees are paid by each party in the workspace, and this is done by adjusting for them as required. For a standalone document or lodgement, the responsible subscriber is always the lodging party.
What is the position in relation to a lawyer transacting in another state?
Lawyers are permitted to transact in all jurisdictions. If you’d like to be enabled to transact in another jurisdiction, please get in touch.
How can you be added as an extra authorised representative for a practice that you work in?
Additional users can be added to a PEXA profile, via the "Manage Users" page under the Admin Tools. These users can be assigned different levels of access, including the ability to sign if required.
Is a digital certificate mandatory to execute documents?
Yes, a digital certificate is required to digitally sign and execute any instrument in PEXA.
In the past I have tried to sign using my PEXA digital certificate on a new laptop and it did not work. Does the digital certificate only work if the computer has been previously programmed or used to sign?
Yes, when signing on a machine, even you are using a digital certificate that has been used to sign before, the computer you're using has to be enabled to sign. The signing software required can be found here, and the installation can be done on any machine you think might be used to sign!
How can I check who in my organisation can sign registry instruments?
ARNECC has taken the hard work out of this by compiling advice from each practitioner regulator across the country into an easy to read table to help you figure out who is entitled to sign registry instruments.
I work for a sole practitioner. Can they authorise me to use their digital certificate?
The e-conveyancing legal framework prohibits the sharing of user profiles and digital certificates. If you are entitled to sign registry instruments, you may wish to purchase a digital certificate in your name to complete electronic transactions on the PEXA platform. Please click here to download the form or feel free to email email@example.com with any queries or completed forms. Alternatively, if you are not permitted to sign, you may wish to invite another PEXA member to assist with finalising transactions if there is no signer available in your organisation.
Can we apply for a second or third digital certificate for our firm?
You can apply for as many digital certificates as you need, but please check that anyone you are ordering them for is authorised to sign. Each digital certificate must be linked to a unique email address. Additional digital certificates will be charged at $154.77 (incl. GST) each, which will be deducted from your firm’s nominated fee paying account.
How do I find out what the expiry date is for my digital certificate?
Your digital certificate is valid for three years. Please contact Member Support on 1300 084 515 and we will be able to check this for you over the phone. Please note, PEXA will send out renewal notifications seven weeks from expiry of the digital certificate, so you will have plenty of time to renew. If you are an active Subscriber Manager or Subscriber Administrator, you will continue to be notified once a week until the digital certificate expires, as you will be able to complete the renewal via PEXA Plus.
The name I use in PEXA is not the same as my name on my VOI documents. I have just received my digital certificate, and I am assuming that the information built into it is my full name. Do I need to update my PEXA user profile?
Your Digital Certificate will be hard-coded to your name, email address and ABN, as per the details you provided in the Digital Signing Certificate Subscriber Agreement. You can update your profile details by clicking on your name in the right-hand corner and selecting “Profile Settings”. Please feel free to contact Member Support on 1300 084 515 and an agent will be able to walk through this process over the phone if you need.
What are the requirements for practitioners to sign off on trust monies in PEXA? Is there any delegation allowed, must the practitioner be a signatory to the firm’s trust account and hold an employee practising certificate with trust?
Anyone who wishes to sign will need to ensure they are listed with the financial institution where the account is held as a trust account signatory. PEXA will always seek approval from the relevant financial institution in regard to signatories, before enabling this access for a user.
What happens if the practitioner responsible for authorising trust funds for settlement is unavailable to do so? I can sign all documents in PEXA, however, cannot authorise trust funds. Is there an alternative if this were ever to occur?
Some organisations find it beneficial to have more than one person responsible for authorising trust monies, to avoid instances where someone is not available to sign. Each trust signatory must be recorded with their organisation’s bank for us to enable them to sign in PEXA.
Given the last Title Activity Check occurs in PEXA 55 minutes prior to settlement, do I still need to conduct a ‘final search’?
A title activity check (or TAC) is conducted an hour prior to settlement, which will notify parties of any activity on title. Some practitioners, as part of their own processes, still like to complete their own final search closer to settlement – whether you do so is entirely up to you.
What happens with eCT control when a sole practitioner retires?
We would recommend having a chat with the Land Registry. They should be able to assist in providing a list of titles controlled by the firm and direction on the best action (for example, converting them to paper or transferring to another firm).
I am trying to set up a workspace where the vendor is not the registered proprietor – eg. the vendor is a court appointed trustee - can we successfully set this up through PEXA?
This may be out of scope for electronic conveyancing. We recommend having a chat to your Land Registry to see if they would like these done via paper instead.
Will family lawyers be able to perform transfers that have no financial settlement requirement?
We can pass this onto our product team and raise as a suggestion/enhancement.
When does PEXA draw funds from a trust account to be used in a settlement?
PEXA will draw funds from a firm’s trust account provided the requested amount is cleared and available to be drawn out. This is done at the time of settlement, not the day prior.
Am I fine to tell my client we have settled once the bar has reached settled or should I wait until the funds have disbursed?
Once a bar has reached a ‘settled’ status, this indicates funds have been exchanged between financial institutions at an RBA level and settlement is deemed irrevocable. You are fine to confirm the property settlement has settled once the bar reaches a settled status, but it is important to note that if your client is expecting funds in their own account from settlement that they may not have reached that account yet.
How long does the corrective payment process take?
Reconciliation and identification of funds between different financial institutions is required before a corrective payment can be created. Reconciliation and identification of funds can only begin the business day after settlement has executed.
If incorrect payment details have been entered in the workspace, is there a certain timeframe to advise PEXA that an error has been made that needs to be rectified?
There is no timeframe of when to advise PEXA of an incorrect payment. Please notify Member Support on 1300 084 515 as soon as an incorrect payment is identified.
What happens if a payment lands in someone else’s bank account?
This is considered a misapplied payment. Where this occurs, PEXA will assist in liaising with the unintended beneficiary's financial institution to lodge a trace and recall. This process can take 6-8 weeks. As always, if an incorrect account detail is identified, please contact Member Support on 1300 084 515.
If a client enters an incorrect account number or detail via PEXA Key, is that rectified by the same method as if the firm had entered the incorrect details in the workspace?
Yes, this is correct. The same process will apply regardless of how account details were obtained and entered into the PEXA workspace.