A practical self-service guide to understanding and resolving common shareholding balance discrepancies.
Start Here
Match what you see on the Share Summary to a scenario below, then follow only that scenario’s steps. For easy navigation, click the relevant scenario for guidance.
Quick scenario finder
| # | What you see | Go to |
| 1 | A previous shareholder still holds shares | Reconciliation Debit |
| 2 | Current and previous shareholders both show an error icon | Debit the previous shareholder, then edit the relevant Balance transaction |
| 3 | A former shareholder name remains after a Form 492 correction | Debit the former name, then update the current name |
| 4 | ASIC totals are correct but NowInfinity totals differ | Debit excess shares or credit missing shares |
| 5 | Beneficial owner name shows 'Not Disclosed' | Update the share parcel details |
Before you make a correction
IMPORTANT: Refresh the company profile first so the Share Summary uses the latest ASIC data. Make only the changes needed to align the records. If you are unsure which transaction is correct, contact NowInfinity Support before proceeding.
Use this three-check approach
| 1. Compare | Compare ASIC and NowInfinity totals in Company Share Structure. |
| 2. Identify | Identify the member, parcel, share quantity or payment value that differs. |
| 3. Correct | Use the matching scenario, preview your changes and confirm the result. |
Before selecting Save or Add New Transaction
- Confirm you have selected the correct company, member and share parcel.
- Use the relevant historical transaction date. Do not enter a random date.
- Check share quantities and total paid or unpaid amounts against your records.
- Use Preview where available and review the outcome before saving.
SCENARIO 1 - Previous shareholder still holding shares
| USE WHEN | A previous shareholder still appears as holding shares and the Member Balance Issue banner is displayed. |
The Member Balance Issue banner appears on the company profile.
Share Summary shows the previous shareholder balance.
What this means
ASIC and NowInfinity do not currently show the same member holding balance. In the example, Jane correctly holds 100 ORD shares with $100 paid, while Chris is incorrectly still shown with 100 ORD shares and $100 paid.
Resolution at a glance
| ACTION | Add a Reconciliation Debit for the previous shareholder. This removes the shares from that member’s NowInfinity holding balance. |
Steps
1. Open the company profile: select Menu, search for the company, open it and select See full profile.
2. Change the view from Main to Share Summary.
3. Select Add New Transaction.
4. For Transaction Type, select Reconciliation Debit.
Select Reconciliation Debit as the transaction type.
Complete the member and transaction details.
Complete the fields
| Field | What to enter |
| Member | Select the previous shareholder who should no longer hold the shares. Example: Chris. |
| Date | Enter the date the shares were removed from that shareholder. |
| Select Parcel | Select the parcel that needs to be removed. |
| Number of Shares Debited | Enter the number to remove. If no shares remain, enter the full balance. Example: 100. |
| Certificate Number | Optional. Leave blank if it is not required. |
Review the completed transaction before adding it.
Check and submit
1. Confirm the member, date, parcel and share quantity are correct.
2. Select Add New Transaction.
Expected Result
The previous shareholder’s balance is removed. When ASIC and NowInfinity are aligned, the Member Balance Issue banner no longer appears.
SCENARIO 2 - Current and previous shareholders show an error icon
| USE WHEN | Both the current shareholder and previous shareholder show an error icon in Share Summary. |
The Member Balance Issue banner may appear.
Error icons appear against both member balances.
What this means
The Company Share Structure matches ASIC, but the member balances in NowInfinity need correction. In the example, James should no longer hold shares and Bob should hold 10 ORD shares with $10 paid.
Resolution at a glance
| TWO PARTS |
1. Update the Balance transaction for the current shareholder. 2. Add a Reconciliation Debit against the previous shareholder. |
Part 1: Edit the balance to the correct/current shareholder
1. Open the company profile.
2. Change the view from Share Summary to Share Transactions.
3. Identify the transaction that contains the incorrect member balance.
4. Select the pencil icon to edit the transaction.
Review the transactions to locate the incorrect balance.
Select the pencil icon on the relevant row.
Update only the incorrect fields
| Field | What to enter |
| Date | Correct the transaction date if required |
| Quantity | Enter the correct quantity. Example: 10 |
| Certificate Number | Add or correct only if required |
| Total Amount Paid | Enter the correct paid amount. Example: $10 |
| Total Amount Unpaid | Enter the correct unpaid amount, if applicable |
Update the required transaction fields, then select the tick icon.
Preview and save
1. Select the tick icon to confirm the row changes.
2. Select Preview and check the updated transaction.
3. If incorrect, select Revert. If correct, select Save Changes.
Preview the corrected balance before saving.
Part 2: Remove shares no longer held
1. Add New Transaction.
2. For Transaction Type, select Reconciliation Debit.
Select Reconciliation Debit as the transaction type.
Review the completed transaction before adding it.
Complete the fields
| Field | What to enter |
| Member | Select the previous shareholder who should no longer holds the shares. Example: James. |
| Date | Enter the date the shares were removed from that shareholder. |
| Select Parcel | Select the parcel that needs to be removed. |
| Number of Shares Debited | Enter the number to remove. If no shares remain, enter the full balance. Example: 10. |
| Certificate Number | Optional. Leave blank if it is not required. |
Check and submit
1. Confirm the member, date, parcel and share quantity are correct.
2. Select Add New Transaction.
Expected Result:
The current shareholder displays the correct holding and previous shareholder was removed. The error icon no longer appears when balances are aligned.
SCENARIO 3 - Former shareholder name still appearing after a Form 492 correction
| USE WHEN | ASIC shows the correct/current shareholder name, but NowInfinity still records shares against the former name. |
A Member Balance Issue banner may be displayed.
Both the old and corrected member names may appear.
What this means
ASIC has the correct name, but shares remain against the former name in NowInfinity. In the example, Marie Smith holds 50 ORD shares in NowInfinity, while the correct/current shareholder is Maria Smith.
Resolution at a glance
| TWO PARTS |
1. Add a Reconciliation Debit against the former name. 2. Update the Balance transaction for the correct name. |
Part 1: Remove shares from the old name
1. Open the company profile and change the view to Share Summary.
2. Select Add New Transaction.
3. Select Reconciliation Debit.
4. Choose the former shareholder name and complete the transaction details.
Complete the fields
| Field | What to enter |
| Member | Select the former shareholder name. Example: Marie Smith. |
| Date | Enter the relevant historical transaction date, based on your records. |
| Select Parcel | Select the parcel to remove. |
| Number of Shares Debited | Enter the quantity to remove. Example: 50. |
| Certificate Number | Optional. Leave blank if not required. |
Debit the shares from the old member name.
1. Review the member, date, parcel and quantity.
2. Select Add New Transaction.
Part 2: Add the balance to the corrected name
1. Go to Share Transactions and search for the correct/current shareholder.
2. Locate the Balance transaction. If the quantity is 0, select the pencil icon.
3. Enter the correct quantity and payment amounts. Example: 50 shares and total amount paid of $50.
4. Select the tick icon, then select Preview.
5. Select Revert to cancel or Save Changes to apply.
Locate the Balance transaction for the corrected member.
Edit the quantity and paid amount on the Balance row.
Preview and save the corrected transaction.
Expected Result
The former name no longer appears in Member Holding Balance, the current name shows the correct holding, and the banner clears when balances align.
SCENARIO 4 - ASIC share total is correct, but NowInfinity is incorrect
| USE WHEN | ASIC has the correct shareholding details but NowInfinity shows different member quantities or payment amounts. |
The Member Balance Issue banner appears when records differ.
Compare each ASIC and NowInfinity member balance.
What this means
The overall ASIC record is correct, but one or more NowInfinity member balances differ. In the example, John, Kelly and Chris each have 50 fewer shares in NowInfinity, while Bob has 151 shares in NowInfinity but 0 in ASIC.
Choose the correction
| If NowInfinity shows… | Use | Purpose |
| Shares a member no longer holds | Reconciliation Debit | Remove the excess holding |
| Fewer shares than ASIC | Reconciliation Credit | Add the missing holding |
| A recent external share issue | Issue transaction | Record the external share issue |
A. Remove shares no longer held
1. From Share Summary, select Add New Transaction.
2. Select Reconciliation Debit.
3. Choose the member and parcel, then enter the number of shares to remove.
4. Review the date and quantity, then select Add New Transaction.
Example Reconciliation Debit for shares no longer held.
| Field | What to enter |
| Member | Select the shareholder who no longer holds the shares in ASIC. Example: Bob. |
| Date | Enter the date the shares were removed. |
| Select Parcel | Select the parcel to remove. |
| Number of Shares Debited | Enter the excess quantity. Example: 151. |
| Certificate Number | Optional. |
B. Add missing shares
1. Select Add New Transaction.
2. Select Reconciliation Credit.
3. Complete the member, share and payment details.
4. Review all details, then select Add New Transaction.
5. Repeat for each member with missing shares.
Example Reconciliation Credit for missing shares.
| Field | What to enter |
| Member | Select the shareholder with missing shares. Example: John |
| Date | Enter the date the shares were acquired |
| Share Class | Enter the share class. Example: ORD |
| Number of Shares | Enter the difference. Example: 333 minus 283 equals 50 |
| Total Amount Paid | Enter the paid amount. Example: 50 |
| Total Amount Unpaid | Enter the unpaid amount. Example: 0 |
| Beneficially Held | Select Yes for direct ownership; No if held for another entity |
| Certificate Number | Optional. |
Expected Result
The member holding balances match ASIC and the Member Balance Issue banner no longer appears.
SCENARIO 5 - Beneficial owner name is showing as “Not Disclosed”
| USE WHEN | The beneficial owner name displays as Not Disclosed and needs to be recorded in NowInfinity. |
The share parcel shows the beneficial owner as Not Disclosed.
What this means
ASIC does not provide the beneficial owner name to NowInfinity. If it has not been entered directly into NowInfinity, the Share Summary displays 'Not Disclosed'.
Resolution at a glance
| ACTION | Update the share parcel from the Share Summary view by entering the acquisition date and beneficial owner name. |
Steps
1. Open the company profile and change the view to Share Summary.
2. Select the > icon beside the relevant shareholder to expand the details.
3. Select the three dots on the far right of the shareholding record.
4. Select Update.
Expand the member record and select Update.
Update and save
1. Enter the date the shares were acquired.
2. Enter or update the Beneficial Owner Name.
3. Review both details carefully.
4. Select Save Changes.
Enter the acquisition date and beneficial owner name.
IMPORTANT: Use the correct acquisition date from your records. An incorrect or random date may create duplicate entries or validation errors when generating a form.
Expected Result
The beneficial owner name is displayed in Share Summary instead of Not Disclosed.
Still seeing an issue?
Please recheck the items below, before contacting Support as providing these details will help the team understand the issue.
☐ Company name and ACN
☐ Scenario number from this guide
☐ Member name and share class
☐ ASIC quantity and paid / unpaid amounts
☐ NowInfinity quantity and paid / unpaid amounts
☐ Relevant transaction date
☐ Screenshot of the Share Summary and any error banner
| NEED HELP | If you are unsure about the correct transaction or date, contact Support before making further changes. |
Managing Transactions | Customer Guide