Last updated 20 August 2026
Support
In short
Answers to the questions people actually ask. If yours isn't here, email us — a person will read it.
Common questions
Can I forward deal emails into a transaction?
Yes, where your organisation has email capture and Tasks & notes turned on. Open the transaction and choose Create capture address in the Email capture panel, then forward emails to that address from your own work email. Each one appears in Tasks & notes for you to review before anything is accepted. Only emails from your organisation's own accounts are taken, and your email domain must publish a DMARC record that the message passes. Attachments are listed but not imported — upload them to the TBH transaction room. If the address is shared too widely, choose Replace address and the old one stops working at once.
How do I compare the offers I've received?
Open the transaction and choose Offers received. Record each offer — who made it, when, the amount, instrument, interest rate, fees, term, security, conditions and expiry — and link the document it came in. Then confirm the terms against the offer: only confirmed offers appear side by side, in the order you received them. Changing a term clears its confirmation. TBH does not recommend an offer, and an offer is not the agreed deal — record that in Deal Completion once it is signed.
Can I download everything about a transaction for my records?
Yes, if you are the business owner. Open the transaction and choose Download complete archive. You get one file with every document version as you uploaded it, the due-diligence requests and the version that answered each, every message thread and the protected transaction record, plus a separate private folder with your Tasks & notes notes and readiness checklist. A list inside shows a fingerprint for every file and anything that could not be included, with the reason. Keep it confidential: it names your counterparties.
Can I use my own NDA instead of TBH's?
Yes, on every paid plan. Have the investor sign your NDA and upload the signed copy to your TBH transaction room. Then open their access request, choose Use your own NDA, choose the file and tick the box. By ticking it you confirm the investor has signed it and you're satisfied with it, and that TBH hasn't reviewed it and isn't responsible for its terms. TBH records only the signed copy and when you provided it, and the investor is told. You still approve access as usual, and the investor must have passed our provider checks first. If your NDA has an end date, set an end date on their access.
Can TBH help me prepare my documents?
Yes, on every paid plan. Open the transaction and choose Prepare documents. Upload what you have to your TBH transaction room, tell TBH what you are raising for, and answer the questions about anything it could not find. TBH then drafts an anonymous brief, a business overview and a deck for you to review and edit before anyone sees them. Anything that could identify your business is flagged for you to check.
What happens to approved investors when I withdraw a listing?
You choose. When anyone has approved access, Withdraw listing names them and asks you to pick one of two options, and nothing is picked for you. End their access too revokes it straight away: the business's identity is sealed again, the TBH transaction room closes to them and they are told, and the NDA they signed still binds them. Keep talking to them privately leaves their access and the TBH transaction room as they are, and you can revoke anyone later on their request. Either way, withdrawing is final — a withdrawn listing can't be published again. To take it off the marketplace for now, pause it instead.
How do I see which capital providers are engaging with my transaction?
Open the transaction and choose Engagement under its heading. It lists every capital provider who has requested access or been invited, with their access and NDA status, how many documents they have opened, when they last opened one, their open due-diligence requests and their last message, and shows how many providers have opened each document. It is recorded activity only: opening a document is not a commitment to fund.
How do I see what I still need to prepare before publishing?
Open the transaction and choose Readiness checklist under its heading. Start from the checklist for your type of funding, then mark each item supplied, outstanding or not applicable, and link it to a document in your TBH transaction room. Add anything else you need to prepare. The list is yours alone: capital providers never see it, and it is separate from their due-diligence requests. It shows what lenders and investors commonly ask for; a provider may ask for more. It comes with every paid plan.
How do I give my accountant or lawyer access to one deal?
Open the transaction and choose Advisers under its heading. Enter their name and email, tick what they may do — read the TBH transaction room, download, see due-diligence requests, use Tasks & notes, read messages — and, if you like, an end date. They see only that transaction, and only what you ticked. Restricted files and folders are never shown to advisers. Withdraw access at any time from the same panel; it takes effect immediately. Adviser access comes with every paid plan, and advisers are free and do not count towards your plan.
I've been invited as an adviser. What can I see?
Only the transactions a business has shared with you, under Deals shared with me, and only the parts they chose: documents, due-diligence requests, their Tasks & notes or the transaction's messages. Everything you open is watermarked to you and recorded. You cannot browse the marketplace, post messages, or change anything about the listing. Access ends on the date the business set, or when they withdraw it.
How do I record that a deal has completed, or correct a record?
Use Record completion under the transaction's heading. Paste the agreed terms, tick the ones you can stand behind, and say whether the record is funding committed or money received; a label such as Tranche 2 tells separate completions apart. A record cannot be edited. To fix one, record a correction and say why: the original is kept and marked corrected, and only the latest record counts in reporting. Committed and received are reported separately and never added together.
Can I download a copy of the NDA I signed?
Yes. On the deed itself there is a download link, and it works before you sign as well as after — take the terms away and read them properly, or show them to your own adviser, before you commit. The copy carries the version, the date, who signed, and a digital fingerprint of the exact text, so it can be checked against the signature later. A copy taken before signing is stamped NOT SIGNED.
What does a plan actually change?
Capacity, not controls. Every plan includes the same controlled disclosure, NDA workflow, secure transaction room, document protection, revocable access, confidential messaging and audit trail. What changes is how many transactions you run at once, how many people from your organisation can work on them, and how many TBH transaction rooms are open. Invited counterparties are always free and never count towards anything.
Do the people I invite have to pay?
No — never. Buyers, lenders, investors, lawyers, accountants and advisers you invite into a transaction pay nothing and are not counted against your plan. The organisation running the transaction pays; everybody else participates.
Why can't I publish my transaction?
Most often it is one of three things. Your business has to be verified before anything goes live — check the Verification centre. The anonymity screen refuses a listing that appears to name the business it is about. And your plan sets how many transactions can be live at once: preparing one is free, taking it live is what you pay for. The message on screen will say which of the three applies, and your draft is safe in every case.
I was signed out while I was reading something.
Sessions end after a period without activity, to protect the documents on your screen if you walk away. Sign in again and you will be taken back to where you were. Nothing is lost — drafts, uploads and access you have been granted are all unaffected.
Someone left my organisation. Can I invite them back later?
Yes. Removing somebody keeps their record for the audit trail but releases their email address, so they can be invited again or register a business of their own. If an invitation is refused, the address usually belongs to an account that is still open somewhere else or is in the middle of closing — the person concerned can settle that from their own settings.
Will anyone know my business is raising capital?
No — not unless you decide otherwise. Your listing appears under a coded handle with banded figures. Your name, business identifier, website and documents are never sent to a capital provider's browser until you approve their NDA-backed access request. You can revoke that access at any time, and the seal closes again.
How do you stop someone identifying my business from the listing?
The Confidentiality Shield blocks business identifiers, email addresses, phone numbers and web addresses before a listing can go live, and flags other wording that could identify you for your review. Because most of your listing is composed from structured choices rather than free text, there is very little room for identifying detail to slip in.
What is the transaction record?
Your transaction record is the listing, access decisions, signatures, document inventory and disclosure history for one transaction, sealed as a single file. You can export it from the listing page and keep it. The verifier on our Verify page checks, on your own computer, that the file has not changed since it was exported.
What stops a capital provider leaking my documents?
They sign an NDA first — with their name, IP address, timestamp and a digital fingerprint of the exact text they signed recorded. Every PDF or image page they download is watermarked with their name, email, IP address and the time — a leaked page identifies who leaked it. Spreadsheets, Word documents and CSV files cannot carry a watermark; those are logged rather than marked. Every view and download is logged, and you can see the log.
Do you take a commission on my raise?
No. We charge a subscription and take no commission, success fee, or share of any transaction. Our income does not depend on whether your deal closes — which is what allows us to stay neutral.
Do you recommend which opportunities I should invest in?
Never. We do not rank, score, or recommend. Saved-search alerts match only the criteria you set yourself. Nothing on the platform is financial product advice.
I've forgotten my password.
Use the 'Forgot your password?' link on the sign-in page. We'll email you a link that expires in one hour. Resetting your password signs you out of every device.
My confirmation email never arrived.
Check your spam folder first. If it isn't there, you can ask for a new link from the sign-in page — the old one stops working as soon as a new one is issued.
I'm an individual, not a fund. Can I invest through the platform?
Not yet. Access is limited to capital providers The Big Help has verified as professional or institutional participants. Individual retail investors are not accepted. We will say so plainly here if that changes.
I'm an individual capital provider. Do I need an ABN?
No. An ABN is only required if you invest through a company, fund or trust. Individuals are verified as people, not as businesses: identity documents reviewed by our compliance team. If you are claiming wholesale or sophisticated status, you will also need an accountant's certificate.
Someone is behaving badly.
Report them. There is a Report control on every listing, and a Block contact option in every conversation. Blocking is a hard stop: they can no longer message you or request access to anything you list. To report a message or a document, email support and name the listing. Every report is reviewed by our Trust & Safety team.
Still stuck?
Email support@thebighelp.com.au and a person will reply. For anything involving safety, fraud, or a confidentiality breach, write to trust@thebighelp.com.au — those are read first.
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