Answers to common questions about Trustport, for real estate agents, buyers and sellers. Browse a category below or search to find what you need.
Commonly asked questions to navigate transactions with Trustport.
Trustport is a secure platform operated by an independent third party which can hold funds related to a real estate transaction right through to settlement. Here's how it works:
Trustport is a secure platform operated by an independent third party which holds funds related to a real estate transaction right through to settlement. Here's how it works:
Deposit requests are sent in real time, so vendors and buyers can act straight away.
Depending on the payment method, funds generally arrive within 1 to 3 business days. In the meantime, you'll be able to see when a payment has been initiated, so you're never left wondering where things are at.
You can adjust the commission amount as part of the pre-settlement review, before anything is shared with the vendor.
During this stage, you'll see a breakdown of all deposit funds held against the sale, including any unspent marketing budget, marketing overspend, and the current commission figure. If adjustments are needed, simply update the commission amount. Where a contractor agent is involved, you'll also be able to define the commission split between the agency and the contractor at this point.
The commission split is for internal use only. Your vendor will only ever see the total commission amount, not how it's divided.
Once you're satisfied everything is accurate, the breakdown is submitted for vendor review and approval, and the funds will be ready for disbursement on settlement completion.
Commission is released on the same day as settlement, once everything is confirmed.
You'll receive a notification as soon as your funds are on their way, and they'll appear in your nominated account within 1–2 business days.
You'll have full visibility every step of the way.
From within the workspace associated with the invoice, you can track the entire payment journey, from the moment an invoice is received, through to works being approved, and when payment has been made.
Once you've reviewed and approved the works, simply mark the invoice as complete. The status will update to "Ready for Payment". When the supplier has been paid, the status will move to "Paid".
Your marketing schedule will also reflect the total budget, the amount invoiced, and the remaining funds held in escrow, giving you a clear, up-to-date picture at every stage.
CRM integration isn't available just yet, but it's on the way.
We know how important it is to keep your tools connected, and CRM integration is something we're actively working on. It's on our roadmap and something we're building with care to make sure it works seamlessly within Trustport.
In the meantime, our team is happy to talk through how Trustport fits into your current workflow and what's coming next. We'll keep you updated as we get closer to launching CRM integration.
Commonly asked questions about Trustport and our services.
Trustport is a platform designed to securely hold and move money in property transactions. Trusted by real estate agencies across Australia to manage their clients' funds, giving buyers and sellers the confidence that comes with knowing their money is secure.
We handle the financial and compliance side of property transactions, so you don't have to think about it. From verifying buyers and sellers to securely holding deposits and managing payment at settlement.
Trustport works alongside your real estate agent to guide both buyers and sellers securely through a property transaction.
For sellers, identity verification needs to be completed before accepting an offer from a buyer. In line with new legislation from July 2026, a seller cannot proceed with a sale until this step is done. Where property marketing funds are needed, your agent may manage this through Trustport, keeping everything in one place.
For buyers, identity verification is completed before a deposit can be accepted, a simple but important step that protects everyone involved.
Once both parties have been verified, buyers receive clear payment instructions and can transfer their deposit securely via bank transfer or direct debit. Funds are held securely until settlement is confirmed and instruction has been received, giving both buyers and sellers peace of mind throughout the entire process.
New tranche 2 AML/CTF (Anti-Money Laundering and Counter-Terrorism Financing) legislation now requires all buyers and sellers to complete an identity check before a property transaction can proceed. It's a legal requirement, and we're here to make it as straightforward as possible.
AML/CTF stands for Anti-Money Laundering and Counter-Terrorism Financing. These laws help prevent criminals from using property to conceal illegally obtained funds, an issue real estate has long been vulnerable to.
Identity checks like these are already standard practice in banking, legal, and financial services, and have been a requirement in countries like the UK and New Zealand for some time. Australia is now aligning with that same standard.
For most Australians, buying or selling a home is the single biggest financial transaction of their lives. The stakes are high, which is exactly why it makes sense to know that everyone involved is who they say they are.
Property fraud and identity theft do happen. Verifying the identity of everyone in a transaction helps ensure your home, your money, and your personal information are protected, from the moment you list or make an offer, right through to settlement.
Not at all. It applies to every buyer and seller, without exception. Your agent is simply meeting their legal obligations, the same way a conveyancer or bank would before any major transaction.
Usually a current driver's licence, passport or medicare card. The check is generally completed online in just a few minutes, there's no need to visit an office or print anything out.
Your data is handled in accordance with Australian Privacy Law. Please refer to our Privacy Policy for further information.
We are unable to accept payment without verifying your identity. If you have any questions, your agent or conveyancer will be happy to help.
Yes. Trustport holds all funds in escrow in bare trust in an account which is separate to its operational accounts. We are regulated as an authorised representative of an Australian Financial Services Licensee and must comply with the requirements applicable to financial institutions.
All funds in escrow are held by us on bare trust, and not by your agent, in accounts which are segregated to our company funds. We act as an independent third-party and service provider. It's similar to how your super is held, by a trustee, on your behalf, and only accessible under the right conditions.
A secure holding account managed by an independent third party. Funds can't be accessed or moved until we receive a valid instruction agreed between both the buyer and seller. A simple, trusted way to protect everyone involved.
We hold your money on bare trust in segregated accounts with our payment provider or an ADI (authorised deposit-taking institution). ADI stands for Authorised Deposit-taking Institution. These are financial institutions, such as banks, credit unions and building societies, that are authorised by the Australian Prudential Regulation Authority (APRA) to take deposits from the public.
Your funds are handled in line with the Escrow Deed. Generally, this requires the parties to determine how it should be treated in accordance with the contract of sale and provide us with valid Payment Directions. Because your deposit sits in escrow, not a general account, it's always protected and accounted for.
No. Keeping your money safe isn't just something we do, it's why we exist.
We take data privacy seriously. Your personal information is held securely in line with Australian privacy laws and regulations.
We'll share that your identity has been successfully verified with your real estate agent and conveyancer so you don't have to go through the process multiple times.
For full details on how we collect and use your data, how you can access or correct the personal information we hold and how you can complain about a privacy issue, please read our Privacy Policy
Your account is usually debited within 1-2 business days of your direct debit being authorised.
Whether you've paid by direct debit or bank transfer, payments can take 1–2 business days to reach us. Once your payment has cleared, we'll send a receipt straight to your inbox.
If you haven't heard from us after that time, it's worth checking your spam or junk folder first, our email may have landed there.
If you'd like an update at any point, we're here to help, simply email our team at support@trustport.com
Your funds are released on the same day as settlement.
Once settlement is confirmed and instruction has been received, we release your funds to your nominated bank account. Depending on your bank, they'll typically appear in your nominated account within 1–2 business days. We notify you once we have made payment.
We're here to help.
If your funds haven't arrived within 2 business days of settlement, please get in touch with our support team at support@trustport.com and we'll look into it straight away.
Overview information, policies, and general guidance about our products and services.
You can find Trustport's privacy policy here
Noticing the small details is exactly the kind of thing that keeps you safe online, so we're glad you looked. It's easy to explain, same company, different name formats.
We trade as Trustport. Our legal entity is TRSTPORT PTY LTD.
In Australia, the word "Trust" is a restricted term under business naming law. Because it's associated with regulated financial structures, ASIC (the Australian Securities and Investments Commission) requires businesses to obtain special consent before using it in a registered company name.
We've applied for that consent and are working through the process. In the meantime, our registered entity name is TRSTPORT PTY LTD, which is simply "Trustport" without the “u”.
So when you see TRSTPORT PTY LTD in our Terms & Conditions or anywhere else in official documentation, you're in exactly the right place.
Look up our registered entity directly on the ASIC Connect public register, just search for TRSTPORT PTY LTD.
For more on why words like "Trust" are restricted in Australian company names, see ASIC's guidance on company name restrictions.
Need help? Contact our support team.
Email: support@trustport.com
Phone: 1300 674 719
Mobile: 0485 035 718