Legal Finance Group · Help
Support
Last updated 7 Sept 2026
Help with the Legal Finance Group portal for clients and for the lawyers who act for them. If you cannot find what you need here, email us — a person reads every message.
How to reach us
Email support@legalfinancegroup.com.au. We reply within one business day, and usually much sooner.
Our support hours are 9:00 am to 5:00 pm AEST (Australian Eastern Standard Time), Monday to Friday, excluding national public holidays. Messages received outside those hours are answered on the next business day.
If you would rather talk, say so in your email and include a number and a good time — we will call you back.
Something urgent about the security of your account or your information? Put the word "Security" in the subject line and we will treat it as a priority.
For a new funding enquiry rather than help with an existing application, use the contact form on our home page.
Signing in and two-factor authentication
Every account — client, lawyer and staff — uses two-factor authentication with an authenticator app. It cannot be turned off, because your account holds your legal and financial documents.
- Forgotten password. Use the reset link on the sign-in page. The link we email you is valid for a short time; if your account has two-factor set up, you will be asked for a code before a new password is accepted.
- New phone or lost authenticator. Nobody can reset two-factor from the portal, including us, without checking who you are. Email us from the address on your account; we will verify your identity by phone against the details on your application, and an administrator will clear the old authenticator so you can enrol a new one at your next sign-in.
- Never share a code. We will never ask you for a two-factor code, a password or a reset link, by email or by phone. If someone does, do not reply — forward it to us.
- Lawyers. Your access is per matter. You are invited when your client names you on their application and consents to us contacting your firm, or when you open a matter for a client yourself. If a matter you act on is missing, ask your client to check the lawyer details on their application.
Documents and uploads
- An upload was refused because of a Tax File Number. We are not permitted by law to hold TFNs, so the upload tool refuses a text document or PDF in which it finds one. Black out or remove the TFN and upload again. The tool cannot read a photograph or a scan, so please check those yourself.
- Removing a document. While your application is a draft you can remove a document yourself. Once it has been submitted, the documents are the evidence behind a decision and are locked; email us and we will remove it on your behalf. You can still add documents until the matter is decided.
- We asked you for one more document. It appears in your task list on the application, with a note saying what we need and why. Upload it there rather than emailing it — email is the least private channel available.
- A document you gave us contains something you did not intend. Tell us. We will remove the material, or destroy the document and ask you for a fresh copy.
Your information: access, correction and deletion
You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete what we no longer need. Write to privacy@legalfinancegroup.com.au. We respond within 30 days and may ask you to verify your identity first.
Some records must be kept by law for seven years after a facility closes or a decision is made; our Privacy Policy explains which, and what happens to them afterwards. Everything else is deleted when it is no longer needed.
Documents are stored in Sydney, Australia. Our Privacy Policy lists the few service providers that process information outside Australia, and what each receives.
Reporting a security problem
If you believe you have found a vulnerability in our portal, or you have seen information you should not have been able to see, email support@legalfinancegroup.com.au with "Security" in the subject line. Tell us what you saw, the address you were on, the time, and how to reproduce it if you can.
We acknowledge security reports within two business days and tell you what we found. Please do not access, copy or share anyone else's information beyond what was needed to show us the problem, and give us a reasonable time to fix it before making it public. We do not run a paid bounty programme; we will, if you wish, credit you.
If personal information is lost or accessed without authorisation and that is likely to cause serious harm, we notify the people affected and the Office of the Australian Information Commissioner under the Notifiable Data Breaches scheme.
Complaints
If something has gone wrong, tell us at support@legalfinancegroup.com.au and say that it is a complaint. We acknowledge complaints within 7 days and aim to resolve them within 30. If your complaint is about how we have handled your personal information, you may also complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992; our Privacy Policy sets out the other bodies you can go to.
Availability and maintenance
We tell you by email before planned maintenance that will make the portal unavailable. If the portal is not responding and you have not heard from us, email support — we watch that mailbox during an outage — and we will confirm what is happening and when it will be back.
The documents that govern the portal
Each carries a version number and an effective date, and the version you agreed to is recorded against your application.