1. How does the onboarding process work?
The onboarding process can be triggered from three locations:
Automatically, when a candidate is moved into the Referral Workflow stage.
Automatically, when a Job is Filled.
Manually from a Candidate Record or Candidate Search, using Custom Actions, then Payee Onboarding.
Automatic logic:
If no Payee exists, a new record is created.
If a Payee exists, FastTrack checks whether it was updated in the last 6 months.
Updated: onboarding does not trigger.
Not updated: onboarding triggers.
A manual trigger overrides this logic.
The onboarding process is also available through FastTrack360 Connect.
2. Where can the onboarding process be triggered from in FastTrack360?
You can trigger onboarding in four areas:
Automatically when a Job is Filled.
Automatically from the Referral Workflow stage.
Manually via a Candidate Record.
Manually from Candidate Search (single or bulk).
3. Can I use the onboarding tool to update existing candidates/payees?
Yes. You can update existing bank, tax, and super details. If a record was updated within 6 months, use the manual trigger.
4. How long before new details appear in FastTrack360?
It may take up to 15 minutes for payee details to sync.
5. Where are copies of completed forms stored?
Bank, tax, and contact details update directly in the Payee record.
The super form is stored as an attachment on the Payee record.
6. Will the onboarding process look for duplicate payees?
No. It automatically updates an existing record if one exists.
7. Where is the data stored?
Data is stored in Microsoft Azure (Australia).
Data is retained for 7 years.
Data is not shared with any third parties for marketing purposes.
8. Can I use this process for New Zealand candidates?
No. The onboarding process is only available for Australian candidates.
9. If a candidate is sent the form again, will new details override old ones?
Yes. New details replace the old payee information.
10. Is the onboarding available in the Candidate Portal for self-service?
No. It can only be triggered by the agency, not the candidate.
11. Can I add extra onboarding documents (beyond Bank/Tax/Super)?
No. Only standard Bank, Tax, and Super details are supported.
For additional onboarding requirements, contact marketplace partners such as Onboarded or Secured Sign.
12. Can I customise the onboarding template or field labels?
No. The process is standard and not customisable.
13. Can candidates nominate multiple bank accounts?
Yes. Candidates can nominate both a primary and a secondary account to split payments.
14. Can we choose which super funds are available?
Yes. Candidates can choose from:
Slate Super or QSuper.
Their own super fund.
The default fund.
If a fund isn't set up, it appears as "Change Me" for payroll setup.
15. How can I switch off the onboarding process?
Contact FastTrack Support to disable the onboarding feature.
16. Can I integrate external onboarding forms?
Yes, via API integration. This requires technical expertise to set up.
17. Does the onboarding process include signatures or authorisations?
Yes. Submission by the candidate is considered digital consent.
The super choice includes a digital acknowledgement.
18. Does the process validate TFN, BSB, or Super details?
Yes, the following validations apply:
TFN verification.
BSB and account number length check.
Super USI verification.
19. Can I make it mandatory to complete onboarding before placement?
Yes. Use the Referral Workflow automation to make completion mandatory.
20. Can I report on onboarded candidates/payees?
Yes. A daily email summary lists all onboarded payees from the past 7 days.
21. Do candidates receive confirmation when onboarding is complete?
Yes. A confirmation message appears after the final step.
22. Can I bulk send onboarding forms to multiple candidates?
Yes. From Candidate Search, select and trigger onboarding in bulk.
However, FastTrack recommends using Job Order triggers instead.
23. Can reminders be sent to candidates automatically?
Yes. Reminders are included in the onboarding process. You can also resend manually if required.
24. Can payroll be notified when onboarding is complete?
Yes. A setup report can be scheduled to notify payroll contacts.
25. Can the process be saved mid-way?
Yes. Progress is saved automatically when moving to the next step.
26. Can the onboarding forms include company branding?
Yes. Your company logo can be applied to the onboarding forms.
27. Will FastTrack provide onboarding training?
Yes. FastTrack provides training, videos, and FAQs on the onboarding process.
28. Can onboarding be completed on mobile or tablet?
Yes. The onboarding process works on PC, tablet, and mobile.
29. What if a candidate has no existing super fund?
Candidates must choose a super option.
If the fund isn't configured, they will appear under "Change Me" for payroll setup.
30. How do I manage multiple pay companies?
The system uses the Office Code of the Job to assign the Pay Company.
31. In which Pay Company will the Payee record be created?
Manual trigger: uses the candidate's office Pay Company.
Automatic trigger: uses the job's office Pay Company.
32. Can I tailor onboarding per state, company, or brand?
No. Custom Actions are global settings and apply to all brands or offices.
33. How is Employment Type set?
The Employment Type defaults to "Change Me" and must be reviewed by payroll.
Notes for DSE (not for publishing)
Questions 30 to 33 were taken from the published Intercom article 12636801 (status published, updated 2 April 2026), because the paste stopped at question 30. Please confirm these answers with FastTrack before publishing.
Questions 1 and 2 overlap. Question 1 lists three trigger locations, while question 2 lists four areas for the same triggers. Question 2 may be redundant. Decide whether to keep it, and align the count.
Question 3 and question 22 both point to the manual trigger and bulk process. Check that the wording matches the current FastTrack behaviour.
The pasted text included a preamble and a line about "Salesforce compliance". I removed both. Nothing in the Article Writer guidelines calls for Salesforce compliance.
Question 34 is excluded. In the published article it is a support hand-off line about a TinyMCE read-only error, not FAQ content. The published article also has a preamble ("Here's your Payee Onboarding FAQ...") and a "Salesforce compliance" reference, which I removed here. Remove them from the published version too. The factual claims (6-month rule, 15-minute sync, 7-year retention, 7-day summary, fund list) need confirming with FastTrack before publishing.
I used the How-To and Umbrella guidelines for formatting. I searched the Intercom article titles and found no FAQ-specific guideline. The Umbrella guidelines do not mention FAQs. My earlier FAQ search of the Umbrella text was not valid, so this check is the one to rely on. The FAQ format is my own choice, so the DSE should confirm it.
34. Why am I getting “TinyMCE is in read-only mode” when sending an email?
Answer: This issue needs human investigation. Please type Speak to a person and I’ll connect you with our team for further help.
35. Troubleshooting: Candidate Visibility Issues
If a candidate is not visible to users in a specific office, verify that the correct Data Group permissions are in place for those users.
36. Troubleshooting: Payslip Name Not Updating
If the company name on payslips does not update, ensure that both the Pay Company record and the payslip document format have been updated as described in FAQ 35.
37. Does changing a candidate's Office Code affect their payroll entity?
No. Changing a candidate's Office Code does not alter their payroll entity. The Office Code controls data visibility and user access, while the payroll entity is determined by the candidate's Payee Record. To make a candidate visible to users in another office, ensure those users have access to the candidate’s Data Group.
38. How do I update the company name displayed on payslips?
To change the company name displayed on an Australian payslip, you need to update both the Pay Company record and the payslip document format. Follow these steps:
Navigate to Payroll > Maintenance > Pay Company and open the active Pay Company record.
Update the Pay Company Name (Legal Name) or Trading Name fields to reflect the new name, then click Save.
Open the payslip document format and locate the Pay Company Details section.
Expand Rows/Columns, click the folder icon under Pay Company Name, then expand Items and click the three dots beside Database Field.
Update the pay company name in the database field and save the document format. Note: Updating the Pay Company record alone will not automatically update the name displayed on the payslip. Ensure both the record and document format are updated for consistency.