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.

No. Find out information about Signing in to the app.

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.

No. After the claim is submitted, the payee name and ABN are saved in your payee list.

Next time you make a claim for the same payee, you can choose them from your payee list and their name and ABN will be included in the 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.

No, uploading a document is optional. If you would like to upload a document, we suggest uploading your receipt or tax invoice related to the 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.

Files you upload will be saved with your claim for reference.

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

If your support was given over more than one day, select the option ‘support ran over multiple days’ and enter the start and end dates for your support.

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 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 (if available), description and support category.

Yes. You can change the 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.

You might not be able to see your bank account details displayed in the my NDIS app if you have recently updated them. 

You do not need to let us know or reenter your bank account details. Even though you can’t see them, your bank account details will still be in our system.  

You can still make a claim using the my NDIS app, even if your bank account details aren’t displayed.  

We are working to fix this problem in the my NDIS app. 

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 records.

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 see your old plan budget and current plan in the my NDIS participant portal.

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.

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.