my NDIS participant portal and app questions

Make sure you are signed in using your own myGov account. If you are a nominee or child representative you need to use your myGov account, not the participant’s myGov account.

Yes, the my NDIS participant portal will work on your tablet or mobile phone.

You can also download the my NDIS app to view and manage your NDIS plan from your tablet or mobile phone.

In the my NDIS participant portal under ‘relationships’: 

• Select ‘Requests to share’ tab to view the request.
• Select ‘Respond’ to action the request. You can ‘accept’ or ‘decline’ the request. 

If you need to, you can update some of the request information.  

Participants can also watch the ‘how to manage relationships with providers in the my NDIS participant portal’ video to learn how to accept and decline a relationship request. 

I am receiving an error when trying to accept a relationship request with a start date that is before the plan start date. What do I do? 

Please contact the National Contact Centre for support on 1800 800 110 and we will update the relationship start date to the correct date. 

If you are a new my NDIS app user, you will need to connect the app to your myGov account when signing in for the first time.

If you are already using the my NDIS app, you will start to see the option to connect the app to your myGov account. 

New and existing users will only need to connect the my NDIS app to their myGov account once.

For more detailed information about signing in to the app and connecting to myGov, visit our website.

You cannot claim from a previous plan in the my NDIS participant portal or my NDIS app.

To claim from a previous plan, sign in to your myGov account and switch to the myplace participant portal.

Yes. You need to provide a payee’s ABN or tell us why you can’t provide their ABN, when submitting a claim in the my NDIS participant portal and my NDIS app.

We can’t process a claim without an ABN or a reason for not providing an ABN.

Yes. If you can’t provide an ABN, choose one of the reasons for not providing an ABN from the drop-down menu in the my NDIS participant portal or my NDIS app:  

• "The ABN was not provided in an accessible way.”
• "I bought this item or NDIS support overseas.”
• “I bought this item or NDIS support online.”
• “I directly engage my own staff.”
• “The business did not provide an ABN.”

You can only select one of the reasons from the drop-down menu. If there is more than one reason you can't provide an ABN, choose the reason that best matches your situation. 

Talk to your my NDIS contact or call the National Contact Centre on 1800 800 110 if you need help to make a claim. 

Yes, if the payee is not on your payee list, please create a new payee.

Yes, you can edit your saved payees name and ABN, or delete saved payees.

You may be prompted to provide evidence to support your claim.

In some instances, you may also be asked to complete a manual self-management claim form.

If you do not provide evidence when prompted, you won’t be able to submit your claim.

Evidence can include:   

• a receipt or tax invoice from the provider or third party.
• a bank statement or a payroll record for any worker employed.
• a bank statement showing the purchase/transaction.

When submitting evidence, please do not include the Tax File Number (TFN).

Self-managed participants can:

• upload evidence from a computer file or a photo.
• claim multiple NDIS supports from one provider if they are in the same support category.
• use the same invoice more than once for several claims. If your invoice includes more than one support category but it is from the same business, then you can use it again for multiple claims.

Self-managed participants cannot:  

• claim for more than one NDIS support category in any one claim.
• claim from more than one provider in any one claim.

You can upload a maximum of 5 files per claim.

When you are using the portal, documents must be in doc, docx, xls, xlsx, csv, pdf, jpeg, jpg, jpe, gif, bmp, png, xml or txt format and be under 5MB each.

You don’t need to worry if you choose the wrong option from the dropdown menu, or none of the choices match your situation, please choose the reason you feel most comfortable with.

This will allow you to move to the next step to submit your claim.

You will need to make the claim between the start and end dates of your current plan.

If an NDIS support was delivered over more than one day, select the option ‘support ran over multiple days’ and enter the start and end dates. 

You can see the reason why your claim was rejected by clicking the claim ID on the claims menu

You can't delete a claim after submitting it, but you can cancel it. Please see next question.

You can discard the claim before you submit it by selecting the ‘discard claim’ button at the top of the screen.

Yes, you will always have to provide evidence when using the manual self-managed claim form.

Yes, you can cancel a claim but only when it is either paid or pending payment.

If you need help cancelling a claim, please call our National Contact Centre on 1800 800 110.

When you save a favourite claim, the portal and app saves the payee's name, ABN, description and support category. 

If you have previously saved a favourite claim without a payee’s ABN or description of a NDIS support related to the claim, then you will need to update it. 

You can do this the next time you make a claim using the favourite claim.  

Yes. You can change the NDIS support category and description for a favourite claim. 

You can also delete favourite claims you don’t need anymore. 

Yes. The my NDIS participant portal and app will show all claims against your new plan. 

Yes. You need to include a description of the NDIS support or service you received to submit a claim in the my NDIS participant portal or my NDIS app. 

It might take a few minutes for the claim to be deleted. After a few minutes you won’t be able to see the deleted claim.

In some instances, when an app user has lodged a claim against their previous plan, if the claim is rejected, the claim ID may show as “0”. 

If this happens, you can see the claim ID in the claims history page in the app.  

Alternatively, go to the my place portal to see more information about the claim.
 

A message on the landing screen will tell you when your sign-in details were last used, even if the sign-in was on a different device.

If you have any concerns, please contact the NDIS fraud reporting and scams hotline on 1800 650 717 or email [email protected].

We can help you take steps to protect your NDIS plan and information.

No. You can only make changes by calling our National Contact Centre on 1800 800 110.

To give us feedback about the my NDIS participant portal and app, please use the ‘Give feedback’ option.

You can rate the portal and app out of 5 stars and add your notes in the ‘tell us what you think’ box.

After you submit a claim you may see a screen asking you to leave a rating for the app. Your rating and comments will be published on the app stores.

If you make a claim in the my NDIS participant portal or app, the balance shown in the portal will update as soon at the claim has been made.

Yes.  

You can also use the myplace participant portal through myGov to see previous plans that were developed on our old computer system. 

If you need more information about your previous plan, please use the myplace participant portal or contact our National Contact Centre on 1800 800 110. 

Yes. You can see your old plan and current plan in the my NDIS participant portal and app.

For more information about plans developed in our old computer system, please use the myplace participant portal or contact our National Contact Centre on 1800 800 110.

You can access the myplace participant portal through myGov to see your documents list. You can continue to upload documents in the myplace participant portal.

As we continue to improve the portal, you will be able to upload documents using the my NDIS participant portal.

No. You will receive new messages and letters about your new plan in the new my NDIS participant portal. Your past correspondence will be available in your myGov inbox.

No, old goals from previous plans are not available to view in the my NDIS participant portal or my NDIS app. 

You can talk to your my NDIS contact or NDIS partner for more information or to get help.

You can call our National Contact Centre on 1800 800 110.

We will let you know when we collect and record your personal information in the my NDIS participant portal or app.  

You will see a message telling you that the information you are providing, like your phone number or email address, is being collected by the NDIS. 

You do not need to do anything when you see this message. 

Our privacy notice also explains how the NDIA will collect, use and disclose the information you provide. 

Read the privacy notice.