How to Use the NDIS Participant Portal

How to Use the NDIS Participant Portal and Fix Common Problems

You may only want to check your balance or find out whether an invoice has been paid. It can be confusing when the screen looks different from a guide you have found online, or the amount available does not match the total in your plan.

Start by checking which portal holds your current plan. Then work through one task at a time. This guide covers signing in, checking funding, handling claims and deciding who to contact when something does not look right.

Use the Portal Linked to Your Current Plan

Plans in the newer NDIS computer system use my NDIS. Older-system plans use myplace. Ask the NDIA which applies if you are unsure.

This article is for participants and their authorised representatives. Provider portal instructions are a different process.

Sign in Through myGov

Open myGov directly. Use your existing account if you have one.

1. Sign in using your usual myGov method: a passkey, linked Digital ID, or your username and password with the required security check.
2. If NDIS is already linked, open it from your linked services.
3. If it is not linked, select “view and link services”, then “National Disability Insurance Scheme”. Enter your NDIS activation code, surname and date of birth. Submit and accept the terms.

Request an activation code by SMS or call the NDIA on 1800 800 110. Nominees and child representatives must use their own myGov account, not the participant’s.

For the official linking instructions, use the NDIA participant portal guide.

Find the Task You Need

Before booking extra support, check the plan dates and the relevant budget. Write down the amount you are looking at and the date you checked it. This makes it easier to compare figures with an invoice or statement later.

Check What is Available Now

Your total plan funding and the money available for the current funding period are different figures. A plan can show a substantial total while only part of that funding is currently available. Different funding components can also have different periods.

Check the relevant component, its current funding period, and any spending already recorded. If you use a plan manager, ask them to include unpaid invoices when explaining what remains available.

For example, if a relevant balance shows $2,000 but you know $400 of delivered support has not yet been claimed, do not assume all $2,000 is free for new bookings. Ask whether that $400 is already reflected in the figure before making a decision. This is an illustration, not a funding calculation for your plan.

The NDIA explains how these amounts work in its guide to NDIS funding.

Submit Claims Only for Self-Managed Funding

For plan-managed supports, your plan manager handles claims and payments. For NDIA-managed supports, the provider claims payment. Submit your own claim only for the self-managed part of your funding.

Before starting, have the invoice or receipt, service dates, provider name and ABN, support category, description, and amount ready.

1. In my NDIS, use Make a claim. In myplace, open My Payment Request, then Add my payment request.
2. Enter the service and payment details, attach the required evidence, and check every figure against the invoice before submitting.
3. Save the claim reference and check its status. Keep a record against the invoice so you can tell whether it has already been claimed.

Each claim must cover one provider and one support category. If an invoice needs to be split across claims, record which lines belong to each claim so you do not claim the same charge twice. Self-managed participants must keep receipts for five years.

Use the NDIA’s claim instructions for the current requirements. If you cannot submit electronically, ask the NDIA about its manual self-managed claim form.

Send Documents Through the Correct Route

An invoice supporting a payment claim and a report supporting a plan change serve different purposes. Attach claim evidence within the claim process. For a plan change, follow the NDIA’s current request process and submit the relevant form and evidence through its service hub or another accepted channel.

Start with how to ask for a change to your plan. Your NDIS contact can help identify the correct request. Uploading a report alone does not mean a plan change has been requested or approved.

Give files a name that makes them easy to recognise, such as “OT-report-2026-09-28.pdf”. Open each file before sending it, check that all pages are readable, and keep the submission confirmation. If you need to follow up, use that reference rather than starting several identical enquiries.

Work Through Common Portal Problems

Your activation code has expired

An SMS activation code lasts 15 minutes; a code requested by phone lasts 10 days. Request another if it has expired. If no SMS arrives, ask the NDIA to check the mobile number on your record.

You cannot get past the myGov sign-in screen

Use myGov sign-in help for account access problems. If you cannot complete the security check, use the official recovery or support route. Repeatedly guessing credentials can make the problem harder to resolve.

Note where the error appears: before myGov opens, after selecting NDIS, or during a claim. These are different problems. Record the exact message and the time; do not send anyone your password or security code.

The budget does not match your statement

Compare the same plan, funding component, period, and date. Ask whether pending invoices or claims explain the difference. A useful question is: “Does this balance already include invoice 123 for the support delivered on 14 September?”

If you are plan-managed, take the query to your plan manager. Contact the NDIA if the plan or funding shown appears incorrect. Avoid booking extra hours until the amount available is clear.

A claim appears stuck, or the page closes

Check the claim history before submitting again. Match the invoice, amount, and service dates, and look for a reference or status. If you cannot tell whether it went through, contact the NDIA with those details rather than creating a possible duplicate.

If a claim is rejected, save the reason and compare it with your invoice. Ask the issuing provider about incorrect invoice details; ask the NDIA about portal errors or the rejection itself.

A file will not upload

Check the file types and size limit shown on that screen. Make sure the file opens on your device and contains all the required pages. A readable copy matters more than repeatedly changing the filename.

If it still fails, note the file type, size and error message. Ask the NDIA for an accepted alternative submission method and mention any deadline. Do not assume an unsuccessful upload has reached them.

The app will not work on your phone

Check the device requirements in the official my NDIS app guide. You can use the browser portal on a computer if your phone cannot run the app. The app also provides access to service hub functions for enquiries and documents.

Ask Hilda Care About Your Support Records

If your question concerns support delivered by Hilda Care, contact our team with the invoice number and service dates. Ask us to check the hours, rate, description, or any travel charge you do not understand. You do not need to share your full portal screen to ask about one invoice.

Before agreeing to more Hilda Care support, ask for the proposed schedule and costs in writing. You can compare these with your available funding, or ask your plan manager to check them. If you want someone to sit with you while you go through the steps, ask what assistance can be arranged within your existing support agreement.

Hilda Care cannot unlock myGov, fix NDIA system records, or approve extra funding. Those matters need myGov or the NDIA. We can discuss questions about our own services and invoices, so you have clear information for the next conversation.

Call 1300 440 777 or contact Hilda Care. For NDIS portal or plan enquiries, call the NDIA on 1800 800 110.

Keep Control of Your Account

Enter passwords and security codes yourself. A provider does not need your myGov login to process an invoice or service agreement. Use the formal consent or representative arrangements when someone needs authorised access.

Before sharing a screenshot, hide unrelated personal, banking and plan details. Sign out when you finish, especially on a shared device.

FAQs

Can I use the portal without the mobile app?

Yes. You can use the participant portal in a web browser. The app is an additional option, not a requirement for viewing your plan online.

Can I increase my funding in the portal?

No. You can ask the NDIA to consider a plan change through the appropriate process. You cannot edit the approved funding amount yourself.

Should I submit a claim if my plan manager already has the invoice?

For plan-managed supports, your plan manager submits the claim. Contact them to check the invoice status rather than submitting a separate self-managed claim.