Frollo from my CRM - Broker User Guide

By Frollo Helpdesk Updated 20 January 2026 06:07

Introduction to Open Banking

The Financial Passport - Open Banking service enables mortgage brokers to securely gather client information that can be used to prepare, complete and submit loan applications.

Open Banking improves the accuracy of applications by providing a more complete view of each applicant's financial position, from data sourced directly from their banks.

Insights received prior to submission reduces the likelihood of reworks and speeds up the assessment and approval process.

Open Banking is enabled by the Consumer Data Right, or CDR. It is an Australian Government regulated framework, which allows Accredited Data Recipients to securely request and receive financial data on behalf of clients.

Who is providing this service?

The Financial Passport - Open Banking service is made available to you at no cost by NextGen and Frollo:

NextGen is Australia's leading provider of lending and finance technology and the provider of the electronic lodgement and loan processing platform ApplyOnline®
Frollo is Australia's leading provider of Open Banking technology. NextGen and Frollo are Accredited Data Recipients (ADRs), they are regulated entities in the Consumer Data Right that can collect financial data with a consumer's consent.

Benefits

Incorporating a Financial Passport:

Provides brokers the ability to securely gather financial data that can be used to prepare, complete and submit loan applications.
Improves customer experience by superseding paper-based or digital (e.g., non-secure email or screen-scraped) provision of confidential documents such as bank statements and payslips.
Reduces reconciliation and processing time via system-to-system integrated services (thus increasing straight through processing and significantly reducing costs).
Reduces potential risk and fraud by providing secure, Government regulated information collection, storage, and disclosure.

Voice of the Broker

Real-life broker experience using Open Banking:

How does Financial Passport - Open Banking work?

Tip: During initial use, we recommend using the service for the following client scenarios:

Single or joint PAYG clients
Purchases or refinances

Watch this video and follow the step-by-step guide below:

Step-by-step guide:

Open Banking Statuses

When an Open Banking invite is sent, the status is updated.

The following provides examples of each status:

Frequently Asked Questions

1. Can the invite email be sent from my assistant or does it need to be sent from me (as the Mortgage Broker)?

Invites need to be sent from the Mortgage Broker (Trusted Adviser). Before sending an invite, you need to confirm by ticking the declaration that you are a Mortgage Broker within the meaning of the NCCP and are aware of your professional obligations in relation to handing of applicant data.

Once your clients data has been shared with you (as their Trusted Adviser), you may authorise your staff to utilise the data for its intended purpose.

2. Can my client share their data with me (as their Mortgage Broker) from their Frollo app?

Clients using the Frollo app for money management can not currently share their data with you, as their Mortgage Broker, directly from their app, if you use Open Banking from your Aggregator's CRM.

This feature is currently available to Frollo for Brokers registered brokers only.

Frollo for Brokers is designed to provide Open Banking features to brokers that don't have an option via their CRM. If you have access to Open Banking via your Aggregator, we recommend you use that solution. CRMs provide benefit in terms of integrated data and documents, they are being further enhanced with additional features that aim to make lending easy.

3. Can my client turn off the Frollo and bank notification emails?

When your client connects a bank, they will receive confirmation via email from Frollo and via email and/or SMS from their bank.

This may seem like a lot of communication, however it is required by the Government to ensure they are fully informed from both parties that their data is being shared, with who and for how long.

Clients are not able to turn off these notifications.

#	Step	Example
1	Get started: Within your CRM navigate to the Open Banking feature. Select Get started to send an email to each client to invite them to use Open Banking. Tip: The tooltip provides links to: Check available banks before sending an invite. Visit our Help Centre for extensive knowledge articles and access to submit a request to report an issue or ask a question.
2	Create invite: A modal is presented to: Allow the participating clients to be selected. Nominate the past transaction period required from each bank to generate insights. Review and complete the declaration. Once reviewed and checked, select Next.
3	Broker preview: Next, the scroll-able modal is used to review the email that will be sent to each client before it is sent. It includes a summary of: The Open Banking capability. Steps required to create a Frollo account, provide collection and disclosure consent, and generate the Financial Passport. Contact details. Optionally change the email footer (if required) then select Send invite.
4	Clients emailed: Each client will then receive their personalised email invite, once reviewed they can select Get started to complete the process. Refer to the Client Guide for more information.
5	Open Banking pending: You will then see that the tile status is updating to PENDING. The banner provides a guidance. The status will update as each client completes their Frollo process.
6	Open Banking completed: Once your client has completed their Frollo process, you will access to view and 'Update data' (refresh) within minutes.

#	Status	Example
1	Get started
2	Pending	More > expanded:
3	Invite expired	More > expanded:
4	In progress	More > expanded:
5	Completed	More > expanded:
6	Failed	A system error occurred. If the issue occurred during the Data Holder (bank) linking accounts step, the applicant can re-do the process. Alternatively, contact our Support Team via the Frollo Help Centre.
7	Out of date	Data is more than 30 days old. Use of up to date data is recommended prior to submission.
8	Consent expiring	The client's consent to share their data will expire in 7-days.
9	Consent expired
10	Consent withdrawn
11	Update in progress
12	Update fail	Update failed due to a system error. Select 'Update data' again, alternatively, Contact our Support Team via the Frollo Help Centre. Existing data is still available to view.