Every NDIS participant is now on PACE, the Agency’s computer system that replaced the old myplace portal. For most people the new my NDIS portal is genuinely better, but the transition has created a handful of recurring frustrations that catch thousands of participants out. Here are the most common problems, and the fix for each.
“My budget looks smaller than my plan”
This is the single most common moment of panic, and it’s almost always a display issue rather than missing money. Under PACE, funding is released in periods, quarterly for most supports, rather than the full plan amount landing on day one. The portal’s budget tracker shows your current period’s allocation, not your whole plan.
The fix: open the Plan Details section of the portal, which shows your total plan budget. The tracker and the plan total are different views of the same funding. Unspent funds in a period roll forward, so nothing is lost.
“My provider says they can’t get paid”
Under PACE, the old service booking system is gone, replaced by provider endorsement through the My Providers section. If you’re agency managed and a provider isn’t endorsed on your plan, their claims can be delayed or rejected, which usually surfaces as your provider chasing you about payment.
“Problems with the PACE transition increases pressures in an already tight operating environment,” National Disability Services has noted.
The fix depends on how your plan is managed. Agency managed participants need all providers endorsed. Plan managed participants only need to endorse their plan manager. Self managed participants generally don’t need to endorse anyone. You can endorse a provider by calling the NDIA on 1800 800 110 or through your my NDIS contact, and it’s worth doing early rather than waiting for a payment problem. Note that a support coordinator cannot do this for you, endorsement must come from you, your nominee or guardian.
“I can’t get into the portal at all”
The my NDIS portal is accessed through myGov or the NDIS app, and the linking step trips plenty of people up, especially anyone who previously used myplace and expects it to still show their current plan. It won’t, once you’re on PACE your live plan only appears in my NDIS.
The fix: call 1800 800 110 and ask for help linking your NDIS record to myGov. There’s a dedicated accessibility support line, and your Local Area Coordinator can help in person. Once linked, the NDIS app gives you the same view on your phone.
“I don’t know what’s being claimed against my plan”
One genuine improvement in PACE is real-time claims visibility, but only if you look. The portal shows every claim against your budget as it happens, which is your best early-warning system against billing errors or worse.
The fix is a habit: check your claims monthly, the way you’d glance at a bank statement. If something looks unfamiliar, raise it with your plan manager or the NDIA promptly. The official guidance is on the NDIS managing your plan page.
Why It’s Worth Persisting
The frustrations are real, but so is the direction. PACE gives participants more flexible category-level budgets, direct visibility of claims, and a named my NDIS contact at the Agency. With the Scheme’s new digital payments system now rolling out on top of PACE through to 2030, getting comfortable with the portal now means the coming changes will feel like refinements rather than another upheaval.
If a problem persists after trying the fixes above, put it in writing to the NDIA and keep a record. Clear documentation is the fastest route to resolution in any system, new or old.
Epik Wire covers the NDIS and the technology behind it in plain language for participants and families. Subscribe to our newsletter to stay informed.
