SERV - Secure Electronic Registries Victoria
SERVice Hub
SERVice Hub Frequently Asked Questions
Find answers to the most common SERVice Hub questions.
The responses below are general in nature, do not constitute legal advice, and may not be appropriate or cover all relevant matters for your circumstances.
Visit SERVice HubAbout SERVice Hub
SERVice Hub is a self-service portal, empowering you with convenient access to Land Registry Services information.
You can track the status of your dealings, and seamlessly interact with our support services — all through a secure and user-friendly platform.
You can complete the following actions in the portal, anytime, anywhere:
- If you are the lodging party for a dealing, you will be able to enter your dealing number and view the status of the dealing.
- Raise new enquiries, view and update existing enquiries, and view your entire enquiries history.
- Request actions or provide documentation relating to your lodged dealing/s.
- Request updates to your land registry customer code/s account information.
- Update your personal contact information within your SERVice Hub profile.
You will still be required to submit your dealing and update your ELNO account details via an ELNO (PEXA, Sympli, or SPEAR).
We value your feedback and will be actively seeking it to guide future enhancements to SERVice Hub, to better suit your needs and the needs of future users of our platform.
Look up the status of your dealings, and easily create, view and manage your enquiries with Land Registry Services - anytime, anywhere, on any device, in a secure and easy to use online portal.
About the Early Adopter Phase
Early Access: Gain privileged access to the SERVice Hub portal before its official launch, allowing you to explore its capabilities and features firsthand.
Influence and Shape: Share your thoughts, suggestions, and recommendations to help us fine-tune SERVice Hub and make it more tailored to your needs. Your feedback will directly impact the roadmap of the Hub portal.
Personalised Support: Receive dedicated support from our team throughout this early phase via a dedicated support number. We will be readily available to assist you, answer your questions, and address any concerns you may have.
As an early adopter and user of the SERVice Hub - provide feedback on your experience so that we can shape its features to better suit your needs and the needs of future users of the platform.
Invite your colleagues within your firm to register for SERVice Hub - they can also look up their dealings and submit / view land registry service enquiries and actions.
Tell us your thoughts - We may call you to find out more about your experience in using SERVice Hub.
Professional customers can submit an enquiry (select General enquiry > SERVice Hub) to let us know they are interested in joining SERVice Hub.
Registration
We are currently in the early customer phase of SERVice Hub, where only a small number of organisations have been invited to join.
If you are part of an organisation that has been invited to join and you have not received your welcome email (check your junk / spam folder), you can use this link to register for the portal.
Please note that the Registration Code is your Customer Code, which you can get from your organisation's Land Registry Primary Contact.
Once you have submitted your request, your Primary Contact will be required to approve your request before you can start using SERVice Hub.
If you have any questions please ask your Primary account holder before contacting SERV by submitting an enquiry (select General enquiries > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
New users can be added by referring them to the SERVice Hub Registration page where they can register for the portal.
Please note that the Registration Code is your Customer Code, which you can get from your organisation's Land Registry Primary Contact.
Once a request has been submitted, the Primary Contact will be required to approve that request before the new user can start using SERVice Hub.
If you have any questions please ask your Primary account holder before contacting SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
If you get the error "ErrorA user account for (email address) already exists in the system", you already have a user ID configured (likely through previous emails with SERV or Land Use Victoria).
If you get any other error, please contact SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
Check your junk mail and spam folders.
If you did not receive your registration email and your organisation has been invited to start using SERVice Hub, you can use this link to register for the portal.
Please note that the Registration Code is your Customer Code, which you can get from your organisation's Land Registry Primary Contact.
Once you have submitted your request, your Primary Contact will be required to approve your request before you can start using SERVice Hub.
If you have any questions please contact SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
Access & Login
This means you have entered your password incorrectly.
Click the ‘forgot password’ link and follow the prompts to reset your password.
Please note that the ‘reset password’ email may take up to 15 minutes to appear in your inbox (or spam/junk folder). We advise you to NOT submit a new password reset within this timeframe otherwise a new ‘password reset’ email will be generated and render the previous email void.
If you are still experiencing login issues, contact SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
Ensure you are using your correct username – you can find this on your registration email, or email or contact your account’s Primary Contact who can provide you with your username.
If you are still experiencing login issues, contact SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
If you have forgotten your password, click 'forgot password' on the SERVice Hub log in screen and follow the prompts.
Please note that the email may take up to 15 minutes to appear in your inbox (or spam/junk folder), so please don’t repeat the ‘forgot password’ process within that timeframe otherwise a new email will be generated and render the previous email void.
If you know your password but would like to change it, you can change your password from the SERVice Hub home screen.
- Click on your name and select 'Profile'
- Scroll down to the ‘Security’ section and select ‘Change Password’
- Follow prompts to change password.
If you are still experiencing login issues, contact SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
You can find your username on your registration email or contact your account’s Primary Contact who can provide you with your username.
If you are still experiencing login issues, contact SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
Contact SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
When you are copying your temporary password from the email to the password field, or copying your MFA code to the MFA field, please ensure that you do not accidentally copy across any spaces from the beginning or end of the password/code into the field, as this may cause errors in logging in.
To see if any accidental spacing has come across in the password field, you can use the ‘eye’ icon next to the field to see the password you have entered. You can then highlight the password to help you see any extra spacing. If you are writing out the password manually, you can also use the ‘eye’ icon to see what you have typed.
You will have five attempts to enter your password correctly – after your fifth attempt the portal will lock you out for security purposes. If you are having difficulties with your password, please click the ‘Forget password?’ link on the login screen before your fifth attempt to be reissued with a new password. Please note that the ‘reset password’ email may take up to 15 minutes to appear in your inbox (or spam/junk folder). We advise you to NOT submit a new password reset within this timeframe otherwise a new ‘password reset’ email will be generated and render the previous email void.
If you are still experiencing login issues, contact SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
Check your junk mail and spam folders.
If you are unable to find the MFA email, contact SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
When you are copying your MFA code from the email to the MFA field, please ensure that you do not accidentally copy across any spaces from the beginning or end of the code into the field, as this may cause errors in logging in.
If you have multiple SERVice Hub accounts, we recommend that you only attempt to login to one account at a time so that you do not experience issues when using the MFA code. An MFA code will be sent to the email address of the account you are trying to log into SERVice Hub with.
If you are still experiencing login issues, contact SERV by submitting an enquiry (select General enquiry > SERVice Hub) or calling (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
Navigation
You can refer to this image to help you navigate around the SERVice Hub, including the main functions you can perform.
Account Management
Use the ‘Update Land Registry Customer Code Details’ within SERVice Hub to request an update. This form can be found in the link below your details on the home screen, or via ‘Support’. We recommend that you complete all fields (eg phone number) to ensure our records are up to date.
Please note:
If the customer code you are seeing is one that your firm no longer uses, please consider if that code can be deactivated and advise our staff accordingly.
If updating your primary contact’s name, please note that the primary contact is connected to the email address which all notices and notifications from Land Registry are sent to. Please ensure that the email address and name selected are suitable for all communications from Land Registry Services and for SERVice Hub administration.
Regarding updating your organisation name, please confirm that the customer code to be updated is correct and provide your current trading name as well as your ABN/ACN.
You can update your profile information by clicking on your name in the top right corner and selecting ‘profile’.
We encourage you to input as much information into your profile as possible including phone number.
Please note if you are a Primary Contact you will be required to submit an ‘Update Land Registry Customer Code Details’ form to change your profile details.
- Go to your profile by clicking on your name in the top right corner.
- Scroll down to the ‘security’ section and select ‘change password’
- Follow prompts to change password.
Dealing Status
You can search for any dealing that has been lodged by your customer code, using the dealing number with the format AV123456X or AA1234.
If you have any questions please use the New Enquiry form via SERVice Hub.
If you are unsure of what the dealing status means or next steps, please select 'New Enquiry' from the dealing details window within SERVice Hub to contact Land Registry Services.
You can search for any dealing that has been lodged by your customer code, using the dealing number with the format AV123456X/AA1234.
If you have any questions please use the New Enquiry form via SERVice Hub for our team to investigate - please ensure you provide the dealing number.
New & Active Enquiries
If you have any questions please use the New Enquiry form via SERVice Hub for our team to investigate.
Further Support
You can submit an enquiry from our website (select General enquiry > SERVice Hub) or contact SERV on (03) 9102 0415 Monday to Friday, 8.30am to 4.30pm (excluding Victorian Public Holidays).
Primary Contact / Account Holder Specific
As the primary account holder, you can:
View the status of all dealings lodged by your colleagues, as well as any queries / help requests they have raised.
Approve your colleagues requests to join SERVice Hub
Manage your colleagues access from within the portal, using the ‘Contact’ link on the Navigation bar.
As a Primary Contact, you have the ability to disable your contacts' access to the SERVice Hub.
On the SERVice Hub homepage:
- Select 'Contacts', then select the relevant contact from the list
- Scroll to the bottom of their contact page and click disable. You can re-enable them by clicking enable.
Please note that disabling a contact means that they will no longer be able to access the SERVice Hub or contact Land Registry Services using that email address.
As the Primary Contact, you can give other contacts the account administrator access navigating to 'Contacts' from the SERVice Hub homepage, then selecting the relevant contact from the list.
Scroll to the bottom of their contact page and click ‘Edit Roles’. Drag the 'sn_customerservice.customer_admin' role from available to selected, then click Update.
You can remove the account administrator access by following the same steps and dragging the 'sn_customerservice.customer_admin' role from selected to available.
Make sure you leave the 'sn_customerservice.customer' role against a person or they will lose their SERVice Hub access.
The primary contact email address is the address listed for all Land Registry communications including Registration Confirmation Statements, Requisitions, and Lodgement Reports/Refusals.
If you would like to update this email address or your other Land Registry contact information, you can complete the ‘Update Land Registry Customer Code Details’ form from within SERVice Hub (on the home screen, select the ‘submit an enquiry’ link within the Account Details widget), OR if you can’t log in to SERVice Hub, Submit an Enquiry (using General Enquiry > Update Customer Details).
You may also have a SERVice Hub account for your personal work email address, but it is the Primary Contact email address that gives access to administrative functions within SERVice Hub.
Ask them to check their junk mail and spam folders first.
If they have not received an email, it is likely they are not known to SERV and therefore we don’t have their details recorded.
You can send them this link to register for the portal, and provide them with their Customer Code (to input into the ‘Registration Code’ field in the Registration form).
Once they have submitted their request, you will need to approve it from within SERVice Hub. You will see a notification in the navigation bar on the home screen, where you can select ‘Approve’.
If your organisation has multiple active customer codes with Land Registry Services, then each one will have an account associated with it.
We have tried to ensure that your organisation contacts are listed against the customer code most in use (as this is used to verify any dealings they search for), but we can deactivate customer codes by request if they are no longer in use, and shift contacts around to be against the correct customer code.
If you would like to update / remove Customer Codes, you can complete the ‘Update Land Registry Customer Code Details’ form from within SERVice Hub (on the home screen, select the ‘submit an enquiry’ link within the Account Details widget), OR select ‘Support’ and choose the ‘Update Land Registry Customer Code Details’ form.