Frequently Asked Questions

Everything brokers ask about sending us a trail report and reading what we find in it.

Have a question that’s not in the FAQ?

Please contact us for assistance, we’re happy to help

Which Mortgage Aggregators are supported?

We currently support:

If you would like to request support for your aggregator, please contact us and let us know

What do I upload?

Click the links below to see what to upload for each aggregator:

Sign in for detailed upload guidance

Sign in or start a free trial to view report layouts, portal steps, screenshots and the Generic template.

If you’d prefer a video guide, you can watch one by clicking here.

For AFG Brokers

AFG supports original trail and upfront .csv reports. Upload two original monthly reports without changing them: the trail report shows ongoing payments, while the upfront report shows commissions on newly settled loans. Upload both report types to the same Trail History location.

Trail Reports

The original AFG trail .csv report contains the ongoing trail payments for your loan book.

Upfront Reports

The original AFG upfront .csv report contains commissions paid on newly settled loans.

For LMG Brokers

LMG supports original monthly run workbooks. Use the original monthly .xlsx run workbooks and upload every original run report for each of two months without changing it. One month can contain several files.

For SFG Brokers

Upload two original monthly SFG .xlsx trail workbooks without changing them. Track My Trail supports current email-delivered and portal-exported reports, as well as legacy reports.

New SFG Format

The current SFG report is an original .xlsx trail workbook. Upload it without changing it.

SFG monthly report delivery

Email-delivered SFG trail workbooks are supported in their original monthly format.

SFG report export support

Portal-exported SFG trail workbooks are supported in their original monthly format.

Legacy SFG report support

Legacy SFG trail reports remain supported. Upload two original monthly reports without changing them.

For Finsure Brokers

Upload two original monthly Finsure .xlsx reports of the same kind without changing them. Finsure sends two kinds of report, and both work in Quick Analysis and Trail History.

Finsure provides brokers with two supported types of reports:

  1. Head broker Trail Report - the full report Finsure sends the head broker. See option 1.
  2. Sub-broker RCTI - the invoice Finsure sends sub-brokers. See option 2.

Track My Trail recommends the head broker Trail Report when available. Use sub-broker RCTIs if they’re the only reports you receive.

Finsure report option 1: Head broker Trail Report

The Trail Report is the recommended Finsure report. Finsure sends it to the head broker.

Finsure report option 2: Sub-broker RCTI

A sub-broker RCTI is the invoice Finsure sends sub-brokers each month. Use it when it’s the only Finsure report you receive for those loans.

I’m a sub-broker and only get an RCTI. Can I use it?

Yes. You can use your original Finsure sub-broker RCTI in Quick Analysis and Trail History. For Quick Analysis, upload two monthly RCTIs containing trail payments. Some features depend on the report you upload. Contact us if you need help choosing.

For Connective Brokers

Upload two original monthly Connective .xls commission reports. Track My Trail supports both accepted Connective export variants.

Connective report option 1

This Connective export variant produces an original supported commission report.

Connective report option 2

This alternative Connective export variant also produces an original supported commission report.

For Vow Financial Brokers (YBR Aggregation)

Upload two original monthly current Vow or YBR .xlsx trail workbooks without changing them. Track My Trail supports current, sub-aggregator and legacy reports. Legacy files need conversion before upload.

New Vow/YBR Format

Use two original current Vow or YBR .xlsx trail workbooks without changing them.

Other Vow workbook support

Sub-aggregator Vow workbooks are supported. Upload the original workbook without changing it, or contact us if you need help.

Legacy Vow and YBR report support

Legacy Vow and YBR reports remain supported but need conversion to an .xlsx workbook. Contact us if you need help.

For Strategic Broker reports

Upload two original monthly Strategic Broker .xlsx trail reports to Quick Analysis without changing them.

Strategic Broker reports are supported in Quick Analysis only. Trail History does not support this report format.

If you are not sure which report to use, contact us and we will help.

For Choice Brokers (Legacy)

Legacy Choice reports remain supported. Upload two original legacy Choice .xls reports without changing them.

For Regfin Brokers

Use the original .xlsx run reports from Regfin. Upload every original run report for each of two months without changing it. One month can contain several files.

For Outsource Financial Brokers

For Quick Analysis, upload two monthly reports from Outsource Financial containing trail payments. Use the current original RCTI .xlsx, or convert legacy reports issued before July 2025 to .csv without changing their data. Trail History accepts only the current original RCTI .xlsx format.

New Outsource Financial Format

The current original Outsource Financial RCTI .xlsx report works in Quick Analysis and Trail History. Upload it without changing its data.

Outsource Financial commission rows

Track My Trail supports commission rows included in the original Outsource Financial report.

Old Outsource Financial Format

The old format is the report format Outsource Financial used before July 2025. You can use these reports in Quick Analysis if they contain trail payments.

Save the original report as .csv without changing its data. Old-format reports cannot be added to Trail History, even if you rename or resave them.

For nMB Brokers (National Mortgage Brokers)

Upload two original monthly nMB .csv trail reports without changing them. If you changed a report, re-export the original file.

For Mortgage Choice Brokers

Track My Trail accepts original Mortgage Choice .xlsx loan book reports when every contributing loan has a loan reference that can be used. Upload two original monthly reports without changing them.

For Aussie Brokers

Upload two original monthly Aussie trail reports in .xls format without changing them. If you changed a report, download the original file again from Aussie.

Generic (All Other Trail Reports)

If your aggregator is not listed, use the Generic .csv upload option. The template and preparation guide are available during a current trial or subscription.

Can I upload more than two months at once?

Yes, our new Trail History feature lets you upload and analyse multiple months of trail reports at once.

Currently we support

  • AFG
  • Akumin
  • Amanah
  • Aussie
  • Choice
  • Connective
  • Finsure
  • LMG
  • Mortgage Choice
  • Outsource Financial (current original RCTI .xlsx only)
  • RegFin
  • SFG
  • Vow/YBR (updated report format from September 2025 onwards)
  • Generic (all other trail reports via CSV template)

Watch the demo here to see these features in action.

After countless requests from brokers wanting to analyse their trail book over longer periods, we’ve developed our most powerful feature yet: Trail History.

This new feature revolutionises how you manage and analyse your trail book by offering:

  • Secure Trail History: Store your trail reports securely at Track My Trail - upload once, analyse any time.
  • Historical Analysis: Compare month to month, quarter to quarter, or year to year of your trail book without re-uploading reports.
  • Missing Trail Detection: Automatically identify trail that disappeared one month and reappeared in later months.
  • Long-term Performance Tracking: View comprehensive trends and patterns in your trail book, upfront, and loan book value over time.
  • Lifetime Value Analytics: Project future trail earnings per client under dynamic discharge assumptions (average discharge time, 20-year, and 30-year scenarios) to quantify client lifetime value and prioritise retention strategies.

We currently support the following aggregators for long-term performance tracking:

  • AFG
  • Akumin
  • Amanah
  • Aussie
  • Choice
  • Connective
  • Finsure
  • LMG
  • Mortgage Choice
  • Outsource Financial (current original RCTI .xlsx only)
  • RegFin
  • SFG
  • Vow/YBR (from September 2025)
  • Generic (all other trail reports via CSV template)

This feature is opt-in. Your data is not stored unless you opt-in to use the Trail History feature.

Your security is our priority, all sensitive client data in Trail History is encrypted, ensuring your trail book information is protected.

If you’d prefer not to store your data, our Quick Analysis feature still provides month-on-month insights without storing information from your trail reports.

Ready to unlock deeper insights into your trail book?

Watch the demo to see these powerful features in action.

What does Missing Trail Analysis detect?

Missing Trail Analysis scans your trail history for gaps - periods where a loan’s trail payments dropped off and later reappeared.

If a client’s trail stops and never comes back, that’s a discharge, not missing trail. We flag discharges separately.

For example, if a client’s trail runs from January through March, drops off entirely in April, May, and June, and then reappears in July - that three-month gap is exactly what Missing Trail Analysis flags for you.

How does the history window affect this?

Missing Trail Analysis only examines data within your plan’s history window:

  • Pro Performance: Analyses the most recent two years of your uploaded data
  • Elite Suite: Analyses your full trail history

For example, if John Smith’s trail disappeared in November 2025 and came back in January 2026, Pro Performance will detect that gap. But if his trail disappeared in 2021 and came back in 2022, that falls outside the two-year window and won’t be flagged.

If you want to audit your full history for older gaps, you’ll need the Elite Suite plan.

What does Commission Verification detect?

Commission Verification checks upfront payments against later trail so you can find possible missing commissions.

Commission Verification checks that every upfront commission you received was followed by a matching trail payment within two months.

For example, if you settle a loan in June and receive an upfront commission, we expect trail for that loan by August. If none appears, it’s flagged - this often points to a missing trail payment.

How does the history window affect this?

Commission Verification only examines data within your plan’s history window:

  • Pro Performance: Verifies upfronts from the most recent two years
  • Elite Suite: Verifies upfronts across your full trail history

An unmatched upfront from 2024 will be detected on Pro Performance. But an upfront from 2020 that never received a matching trail payment won’t surface because it’s outside the two-year window.

If you want to verify upfronts going back further, you’ll need Elite Suite.

How the Monthly Overview (Adjusted) numbers are calculated

Monthly Overview (Adjusted) removes distortions caused by unequal month lengths so month-to-month trail changes are easier to compare.

Consecutive months show Monthly Overview. Non-consecutive months show Period Comparison. Both use the same calculation.

Raw monthly trail can rise or fall only because one month has more days than another. Track My Trail removes that distortion by scaling the current month to the previous month’s length. The previous month remains unchanged.

Adjusted current trail = raw current trail × previous-month days ÷ current-month days.

For example, if February has $2,800 in raw current trail, the previous month has 31 days, and February has 28 days, the adjusted current trail is $2,800 × 31 ÷ 28 = $3,100.

This makes the change easier to interpret because both months use the same number of days.

Why your numbers might look wrong

Most of the time there’s a simple explanation. Two things trip brokers up most often: the adjusted monthly numbers, which even out months that have a different number of days, and the difference between invoice date and trail date, which can land a payment in a different month than you’d expect.

If you’ve checked both and something still looks off, please contact us with what you think is incorrect and we’ll get to the bottom of it.

Understanding Dates

What’s the difference between invoice date and trail date?

Trail reports from your aggregator contain dates that can mean different things depending on context.

  • Invoice date (or payment date): The date when the aggregator processed and invoiced the payment to you.
  • Trail date (or trail month): The month when the trail commission was actually earned on the underlying loans.

These two dates are often different because there’s typically a delay between when trail is earned and when it’s paid to you.

For most other aggregators, the dates in your trail reports already reflect the trail month, so no adjustment is needed.

Track My Trail always handles this for you - it’s just something to be aware of.

Fixing upload errors

Sorry about that - let’s get it sorted quickly.

Before you contact us, please double-check that:

  • You’re uploading monthly trail reports from a supported aggregator.
  • You’re using the report family and file extension listed in What do I upload?.
  • You’re uploading the complete set of monthly periods described for your aggregator.
  • You haven’t changed the original reports. If you have, download or export the original files again.

If you’ve checked all of this and it’s still not working, please contact us with details of the error you’re experiencing.

The more information you can provide, the faster we can resolve the error.

Payments & Pricing

How can I sign up?

You can sign up for a 7 day free trial by creating an account at app.trackmytrail.com.au.

The free trial does not require any payment method, and you will not be charged unless you choose to upgrade to a paid subscription.

The free trial is available to new users only.

How much does Track My Trail cost?

Please see our pricing page for all available plans and pricing.

How do your monthly and yearly plans work?

We have two plans available: a monthly plan and a yearly plan.

If you sign up for the monthly plan, you pay month by month and can cancel whenever you like from your account page. If you cancel, you retain access for one month since your last payment date, and your subscription will not renew at the end of the month.

On a yearly plan, you pay for the full year upfront and get access to your selected plan for 12 months. You can cancel your yearly plan at any time from your account page to prevent being charged for the next year of access. If you cancel during the year, your plan will stay active for the full 12 months you’ve already paid for. Yearly payments are non-refundable, but you’ll continue to enjoy access until your subscription ends.

How can I upgrade my subscription?

You can upgrade your subscription at any time by:

  1. Going to your account page
  2. Clicking “Upgrade Your Subscription”
  3. Adding a payment method

Once added, your subscription will automatically become active after your free trial.

How can I access my invoices and update my payment details?

To view your invoices or update your payment details, go to your account page and click the Manage Your Subscription button.

This will open your billing portal where you can:

  • View and download invoices: Under the “Invoice history” section, you’ll find all your past invoices. Click on any invoice to view details or download a PDF copy.
  • Update payment methods: In the “Payment method” section, you can add a new card, remove an existing one, or set a different card as your default.
  • Edit billing information: Update your name, billing address, and other details in the “Billing information” section.

What happens when I cancel my subscription?

Important: If you’re on a grandfathered pricing plan, you will lose access to that price when you cancel.

When you cancel, your subscription won’t renew, and you’ll retain access to Track My Trail until your current billing period ends.

For Pro Performance and Elite Suite users: Your trail book data will be deleted within 14 days of your active subscription ending.

For Excel Escape users: We don’t store any of your trail book data, so there is no trail book data to delete when you cancel.

How do I reset my password?

Track My Trail doesn’t manage passwords directly. You sign in using your Facebook, Google, or Microsoft account, so password resets must be completed through that provider.

To reset your password, use the password reset page for the provider you normally use to sign in, then return to Track My Trail and log in again.

If you’re not sure which provider or email address you used, contact us and we can help you identify the account linked to Track My Trail. Password resets must be completed through Facebook, Google, or Microsoft.